Warrenty Issue

I own an 04 Chrysler mini-van with about 50,000 miles on the clock. I
discovered the water pump was leaking and called the selling dealer, Armory
Garage, in Albany, NY to see if it was covered by the warranty. Twice the
desk guys informed me that the water pump was out of warranty. They refused
to give me a repair price and merely referred me to parts and to figure
about 2 hours labor. Thus I wanted to change it myself but thought better of
it when I read here what was involved.

I subsequently had my independent service guy change it out. I have since
learned that it is covered by the 7/70 warranty and the dealers service
manager has now admitted as much to me and noted that he would retrain the
desk people on this issue. He recommended I call Chrysler for reimbursement.

Just got off the phone with Chrysler. They told me to drop dead. Since I did
not get it fixed at a Chrysler dealer they would not provide me with any
warranty coverage. I feel bent out of shape here; are my feelings justified?
I love my PT Cruiser and mini-van, but this may be the end of the line for
me and Chrysler.

Richard.

 

At the risk of 20/20 hindsight... why did you not talk to the service
manager before getting the repair done elsewhere????

Most dealer service writers I have come across are pions and wannabes.
Their first purpose in life is to minimize warranty costs to the
dealer, after that they are there to maximize profit. I don't know how
many people I know that have had the precise complaint with ALL
brands! I worked with a guy who had a new Toyota Supra. He had them
check the alternator bearings a dozen times while the car was in
warranty. "No problem, there is nothing wrong" he was told. The first
service after warranty expired "WOW, those alternator bearings are
shot! you better get that replaced right away!" I'm surprized the guy
did not slug the service writer in the mouth. But this kind of crap
happens all the time.

This is just one fo the many reasons I HATE dealships. In this neck of
the woods, they simply cannot be trusted.

Call DC back, and forget the pion on the front line, get refered up to
a supervisor or manager. Explain, politely, that your local dealer
LIED to you to avoid the costs involved, and it was the dealers
suggestion that you contact DC for reimbursement.

If you get no satisfaction, call the dealer service manager back.
Still no satisfaction? One last try - call the dealer owner. This time
though if there is no satisfaciton, then you inform the owner that you
will sue the dealer and DC in small claims court.

File the action, and name them BOTH as defendants. Ask to be
reimbursed for the cost of the repair, plus costs, plus a sum of money
to cover your lost time.

My bet is you'll get it, and more.

Of course if the local paper just happened to run a story on how you
were sueing the crooked local car dealer that LIED to you and renegged
on your car warranty....

Who knows, it might never get to court!

But next time, escelate rather than just accept what some front-line
asshole has to say. What does HE care if you don't get satisfaction?
He SHOULD care, but a LOT of them don't.

hth

 

I would suggest looking closer at your warranty. Do you have an
optional "extended warranty" or is it the base one? If it is the base
one, you may be able to get reimbursement under the terms of the
"emergency repair" provision. It should be explained in your warranty
booklet.

If you have the extended warranty, it may require that repairs be done
by a dealer. However, there is usually a provision for having repairs
done by an independent shop, when a dealer is not available such as in
a breakdown situation. Since you were misinformed by the dealer, they
may offer this provision.

I once had a CV joint replaced by an independent shop. They found the
defective joint while I had it in for other repairs. I was still
covered under the 7/70 warranty that was offered at the time. I made a
copy of the work order from the shop, and then sent it in with a copy
of the receipt, and they reimbursed me.

-KM

 

Well, both claims can't be true. My understanding of the 7/70 warranty
has always been that it only covered "internal drivetrain components"
and not accessories, even if the accessory is essential for the
drivetrain to operate. Engine oil pump: internal component, covered.
Transmission oil pump: internal component, covered. Waterpump: external
accessory, not covered. Alternator: external accessory, not covered.

If it is indeed covered, then I agree with others who have said pursue
and escalate within limits. But at some point you gotta ask if a silly
water pump is worth the time and effort, and worth severing your
relationship with a company that makes great cars. How important is a
waterpump in the grand scheme of things? I know a guy who abandoned a
decades-long habit of buying Toyotas because he had an alternator fail
and it wasn't covered. While I personally love seing Toyota lose a
customer for any and all reasons, it still was cutting off his nose to
spite his face, and an absurd over-reaction. Poop happens, and sometimes
it costs money. Live and learn, move on.