crappy customer service policy with takata airbag recall
FCA (Chrysler) has a POLICY of dealing with customer issues with a phone call only. They will not answer any (MY) current Takata air bag recall (S15/NHTSA 16V-081) extremely important questions ON THE RECORD, with a document like an email OR a letter. All calls to them are 'possibly' recorded by them BUT the customer has NO RECORD of what was said or not said. I am 61 years young, and recall is not as good as it can be. I have THREE (3) vitally important questions regarding my 08 crossfire recall for the drivers side airbag. NHTSA has directed this airbag be replaced with another since this Takata fiasco has surfaced. All the calls to Chrysler (recall specific phone number and FCA Chrysler CSU), has been met with either no answer, diversion to something else, or outright misinformation. Since I got the official recall from Chrysler (11 April 2016) I have parked my car because this drivers side airbag has been declared defective by the NHTSA. FCA Chrysler says parts are not available. There are a whole lot of requirements as directed by NHTSA, on the website ( http://stnw.nhtsa.gov/safercar/rs/takata/ ). Believe me, the files on this site are very detailed and numerous, concerning these airbags. In my instance, my questions are of personal safety and led me to the decision of being safe by parking my car UNTIL REPAIRED. My three questions (Which elevated CSU rep(s) at Chrysler refuse to answer on the record by any documentation) are simple, and will give me an idea WHEN Chrysler may have the parts (drivers side airbag) to fix my car so it doesn't kill me. The 3 questions are: 1. What priority (A, B, C) are they classifying my VIN as (details propellant breakdown severity)? 2. When does FCA Chrysler PROJECT replacement parts will be available for my car/VIN (again, according to their priority classification)? 3. When will I be able to again drive my car safely? In regards to these three questions that FCA Chrysler refuses to answer on the record, the last elevated CSU agent told me by email that their 'POLICY' was to deal with customers by a phone call system, ONLY. They offered a rental, I told them this was unacceptable because not only does the NHTSA information instruct all costs be born by Takata (and we as customers should not have to go to a third party for reimbursement), BUT that I would have to PAY for whatever costs are associated for a rental beyond the rental fee (rental insurance, fee's, anything else associated with the local dealership facilitating a RENTAL). Again, the NHTSA stipulates all associated costs for interim fixes (and I am sure a rental WOULD NOT be classified as a fix) are reimbursable by Takata to the repair facility. I told the last few 'elevated' CSU agents that a LOANER would be acceptable (remember, a 'loaner' would be an authorized reimbursable dealership temporary fix to its customer, in my limited legal opinion). So, for almost 3 months now, my (Purchased BRAND NEW 08 crossfire) is parked because according to all the data available on the NHTSA website (posted above), my drivers side recalled airbag is near the end of the 'window' for high risk of a catastrophic deployment (explosion). FCA Chrysler has a number of possible 'interim' fixes for this. One being an airbag assembly from the 04-06 model year (same fitment, different airbag manufacturer?), another being a newer 'core' module fitted into the frame of the existing bracket (manufacturers use the same core but mount them in different frames). I BELIEVE FCA Chrysler is STONEWALLING, as a marketing ploy, so that I will trade in to a newer vehicle. The reasoning is $$$$$ for them, and also it would break my LPW (Lifetime Powertrain Warranty) that my car came with upon 1st owner purchase. SHAME ON CHRYSLER FOR THIS POLICY (of not providing documented answers to critical safety issues to their customers! If they are doing this to me, are they doing it to every other customer?
A D V E R T I S E M E N T S
crappy customer service policy with takata airbag recall
FCA (Chrysler) has a POLICY of dealing with customer issues with a phone call only. They will not answer any (MY) current Takata air bag recall (S15/NHTSA 16V-081) extremely important questions ON THE RECORD, with a document like an email OR a letter. All calls to them are 'possibly' recorded by them BUT the customer has NO RECORD of what was said or not said. I am 61 years young, and recall is not as good as it can be. I have THREE (3) vitally important questions regarding my 08 crossfire recall for the drivers side airbag. NHTSA has directed this airbag be replaced with another since this Takata fiasco has surfaced. All the calls to Chrysler (recall specific phone number and FCA Chrysler CSU), has been met with either no answer, diversion to something else, or outright misinformation. Since I got the official recall from Chrysler (11 April 2016) I have parked my car because this drivers side airbag has been declared defective by the NHTSA. FCA Chrysler says parts are not available. There are a whole lot of requirements as directed by NHTSA, on the website ( http://stnw.nhtsa.gov/safercar/rs/takata/ ). Believe me, the files on this site are very detailed and numerous, concerning these airbags. In my instance, my questions are of personal safety and led me to the decision of being safe by parking my car UNTIL REPAIRED. My three questions (Which elevated CSU rep(s) at Chrysler refuse to answer on the record by any documentation) are simple, and will give me an idea WHEN Chrysler may have the parts (drivers side airbag) to fix my car so it doesn't kill me. The 3 questions are: 1. What priority (A, B, C) are they classifying my VIN as (details propellant breakdown severity)? 2. When does FCA Chrysler PROJECT replacement parts will be available for my car/VIN (again, according to their priority classification)? 3. When will I be able to again drive my car safely? In regards to these three questions that FCA Chrysler refuses to answer on the record, the last elevated CSU agent told me by email that their 'POLICY' was to deal with customers by a phone call system, ONLY. They offered a rental, I told them this was unacceptable because not only does the NHTSA information instruct all costs be born by Takata (and we as customers should not have to go to a third party for reimbursement), BUT that I would have to PAY for whatever costs are associated for a rental beyond the rental fee (rental insurance, fee's, anything else associated with the local dealership facilitating a RENTAL). Again, the NHTSA stipulates all associated costs for interim fixes (and I am sure a rental WOULD NOT be classified as a fix) are reimbursable by Takata to the repair facility. I told the last few 'elevated' CSU agents that a LOANER would be acceptable (remember, a 'loaner' would be an authorized reimbursable dealership temporary fix to its customer, in my limited legal opinion). So, for almost 3 months now, my (Purchased BRAND NEW 08 crossfire) is parked because according to all the data available on the NHTSA website (posted above), my drivers side recalled airbag is near the end of the 'window' for high risk of a catastrophic deployment (explosion). FCA Chrysler has a number of possible 'interim' fixes for this. One being an airbag assembly from the 04-06 model year (same fitment, different airbag manufacturer?), another being a newer 'core' module fitted into the frame of the existing bracket (manufacturers use the same core but mount them in different frames). I BELIEVE FCA Chrysler is STONEWALLING, as a marketing ploy, so that I will trade in to a newer vehicle. The reasoning is $$$$$ for them, and also it would break my LPW (Lifetime Powertrain Warranty) that my car came with upon 1st owner purchase. SHAME ON CHRYSLER FOR THIS POLICY (of not providing documented answers to critical safety issues to their customers! If they are doing this to me, are they doing it to every other customer?
- crapola-fca, Wedgefield, SC, US