I dropped by this dealer service department this afternoon to have the leak on my front passenger side door looked at, someone opened the roll up doors for me to drive in once I was in, there was no staff at all at the service counter as they were all having a meeting in a glass office right across the service counters. No one even tried to look if I (I'm one of your customers by the way) required help, I was pacing back and forth until I asked one man in the garage who does not actually work there but was there to do training. He knocked on the door where the meeting was taking place and "Darren" came out and asked me why I was there, I explained the leaking problem and the first thing he wanted to know was the mileage on my jeep, I advised him I had extended warranty and if it was covered, he asked someone in the office and they advised him this was not covered by my warranty. Darren said an external company usually does this work for them, I mentioned to him that I was surprised this was not covered as I'm under the impression that I have a bumper to bumper warranty, he was very firm about the fact that there was no such thing as a bumper to bumper warranty, I asked him to check my records and he firmly refused saying he just checked with someone in the office and it was not covered by warranty. He seemed annoyed and very disinterested in dealing with me, during this short quick visit he did not even actually check and look at what I'm complaining about, he sat on his chair and just stood his ground. This entire service adviser crew needs to go thru proper customer training and how to deal and keep your customers (keep reading to find out why). You need to make your customers feel looked after even if you can’t actually do anything for them. I was so irritated and asked Darren to open the garage door to let me out.
Earlier this month my wife brought in my 2014 Jeep Cherokee Trailhawk to get repaired and the first thing she was asked was if she has an appointment (Did not get the name of the service advisor, which was a woman). When she said no, she was advised that the vehicle would be in there all day as she did not make any appointment, and then she was told that because it had over 60k that the warranty is over and that she would be charged CAD $70 for getting the problem diagnosed. The vehicle is broken what choice do you have, it needs to get fixed! Long story short I have an extended warranty on this vehicle, the power transfer unit had to be replaced and was fully covered by my extended warranty. This makes me wonder, why are these service advisers giving their customers incorrect information before checking their records?
Here is the bottom line for me due to this unpleasant customer service experience.
1) I will never return to this service department again, I would try another dealer's service department for warranty repairs.
2) I will never buy another Chrysler vehicle again. This decision will actually affect the entire brand and not just this dealership. Note: All my vehicles have been Chrysler's all these years, my most recent purchase were two vehicles from this dealer, one is my 2013 Jeep and a 2014 Cherokee Trailhawk fully loaded and both with extended warranties.
3) I will let all my friends and family know about this experience and would never recommend going to this dealership's service department at all.
Thank you, Raceway Chrysler service adviser team, for the warm reception today, as you can see a little real customer service could have gone a long way...
PS: Jude Hutchinson, who I bought all my vehicles from this dealership has always provided professional, courteous, friendly and respectable attitude every time that I have dealt with him.