Tim Kuniskis email address denial of warranty service

[Poker]

Has anyone had a dealer say that they can't perform warranty work on a new Viper because the car is marked for enhanced customer support? I had a dealer today say that they couldn't work on my one week old ACR because Chrysler wouldn't allow them, and the only reason I could get was that my car was flagged for enhanced customer support, and Chrysler would not allow their Viper tech to continue work on my car. They had the car all day for a scheduled appointment. The glove box will not open, has anyone else experienced this?

I have not been able to get an answer from anyone as to why my car is not allowed to be worked on.

Does anyone have the email address for Tim Kuniskis? If so can you pm me please? thanks

[SnakeWatching]

enhanced customer support

http://driveviper.com/forums/threads/4189-Thank-you-to-Normandin-Chrysler-and-Viper-Enhanced-Customer-Satisfaction-Program

I hope that is what you were looking for.

[Poker]

enhanced customer support

http://driveviper.com/forums/threads/4189-Thank-you-to-Normandin-Chrysler-and-Viper-Enhanced-Customer-Satisfaction-Program

I hope that is what you were looking for.


My experience was the exact opposite of that. I was told they couldn't work on my car because it was flagged for enhanced customer support, and they had no idea what that meant. I wasted half a day, and got nothing accomplished on getting the car repaired.

[mnc2886]

My experience was the exact opposite of that. I was told they couldn't work on my car because it was flagged for enhanced customer support, and they had no idea what that meant. I wasted half a day, and got nothing accomplished on getting the car repaired.

It sounds like you need to go to another dealer. Hopefully you have some good alternatives near you.

[FLATOUT]

Chrysler has to approve all warranty repairs on all 16's and 17's prior to work beginning. They usually approve it very quickly (same day). If the dealer begins work without authorization they risk having to foot the bill themselves if Chrysler doesn't approve the work.

Andy

[Poker]

Chrysler has to approve all warranty repairs on all 16's and 17's prior to work beginning. They usually approve it very quickly (same day). If the dealer begins work without authorization they risk having to foot the bill themselves if Chrysler doesn't approve the work.

Andy

That doesn't work very well in real life. I can take my Ram or my SRT8 in and get it worked on per my warranty immediately. Why does this car need approval to get warranty work performed? And if it needs approval, why doesn't the dealer get approval when they make the service appointment. I don't see it as a "feature" when I spend the entire day with my car in for service and nothing happens. This is definitely not my definition of "enhanced customer satisfaction".

[Poker]

Chrysler has to approve all warranty repairs on all 16's and 17's prior to work beginning. They usually approve it very quickly (same day). If the dealer begins work without authorization they risk having to foot the bill themselves if Chrysler doesn't approve the work.

Andy

Also, when does Chrysler not approve warranty work? My car is 8 days old and the glove compartment has never opened. I have yet to see my owners manual. What happens if Chrysler does not approve warranty work? Are they refusing to do some repairs?

[FLATOUT]

Also, when does Chrysler not approve warranty work? My car is 8 days old and the glove compartment has never opened. I have yet to see my owners manual. What happens if Chrysler does not approve warranty work? Are they refusing to do some repairs?

It's more of a real time reporting mechanism to help with emerging problems so the engineers can stay on top of things. The early ACR diff problem was discovered this way and was corrected almost immediately due to this process. No it's not about denying warranty but helping to properly diagnose the issue.

On basic concerns like yours we just fix it so we don't inconvenience the customer but Chrysler usually complains about that approach. There has to be a fair bit of common sense applied as well.

[Poker]

It's more of a real time reporting mechanism to help with emerging problems so the engineers can stay on top of things. The early ACR diff problem was discovered this way and was corrected almost immediately due to this process. No it's not about denying warranty but helping to properly diagnose the issue.

On basic concerns like yours we just fix it so we don't inconvenience the customer but Chrysler usually complains about that approach. There has to be a fair bit of common sense applied as well.

Wow, I have to say that does not make a lot of sense. They can report the problem for tracking purposes while they fix my car, or when I call in to schedule the appointment. For me to bring my car in and for it to sit there all day waiting for Chrysler to approve a glove box repair, and nothing to get approved or fixed, is about the worst "enhanced customer support" program I can imagine. I much prefer the customer support I get on my Ram, where they just fix the glove box. I have never experienced a warranty repair episode like this from GM, Ford, or Chrysler. I hope this is not what I have to look forward to for the next three years.

[reshetov]

It seems to me both from personal experience and everything I've read so far about the Gen V problems that, now when it comes to any sort of work related to issues not regular maintenance the dealer has to get approval from Chrysler. It seems black/white - like regardless of how many miles or however minor the situation if it's not regular maintenance Chrysler has to get involved. It's a good and a bad thing - good in that they're being overly cautious in not having some random tech work on our cars, but bad in that you need to go through a whole decision making process by Chrysler and get messed around with something like a glove compartment issue

[Poker]

It seems to me both from personal experience and everything I've read so far about the Gen V problems that, now when it comes to any sort of work related to issues not regular maintenance the dealer has to get approval from Chrysler. It seems black/white - like regardless of how many miles or however minor the situation if it's not regular maintenance Chrysler has to get involved. It's a good and a bad thing - good in that they're being overly cautious in not having some random tech work on our cars, but bad in that you need to go through a whole decision making process by Chrysler and get messed around with something like a glove compartment issue

Reshetov, this process needs a whole lot of fixing. The Viper tech should be able to contact Chrysler before my car gets there and ask for permission to work on my glove box. (Hahaha, Listen at how stupid that sounds ). I don't see how Chrysler can defend this. This is like new Coke on steroids, it obviously sucks but they tell you how great it is. I own 4 Chrysler products. This is the only one with enhanced customer support. I wish I could choose to drop it and simply get normal service where my car is repaired the day I bring it in per my appointment.

I guess the routine for this car is schedule a day in for the Viper tech to look at the car and verify that there is a problem. then he calls Chrysler and asks for permission to work on the problem. They have 24 hours to respond, or so I was told today. Then I go pick the car up to bring it home for the night. Then the dealer calls me the next day to tell me that Chrysler has given them permission to work on my car. Then I bring the car back. Then the Viper tech diagnoses the problem. Then parts are ordered. Then I bring the car back home if it is driveable. Then when the parts arrive, I bring it back. Then it is repaired.

You gotta be kidding me. Whoever dreamed this program up should be fired. You can collect data without all of this.

[Coloviper]

It's a glove box issue not a different controller running the car. Dealer should get on it ASAP regardless of if they get paid or not. Where is the common sense with some of these dealers?

[99RT10]

Also, when does Chrysler not approve warranty work? My car is 8 days old and the glove compartment has never opened. I have yet to see my owners manual. What happens if Chrysler does not approve warranty work? Are they refusing to do some repairs?

Welcome to the new FCA........... or the old FCA. :(

[ViperSmith]

Chrysler has lost its fucking mind.

[MK2_Viper]

Weird stuff to be reading about the night before my wire deposit is in for my new ACR......

[Poker]

It's a glove box issue not a different controller running the car. Dealer should get on it ASAP regardless of if they get paid or not. Where is the common sense with some of these dealers?

Coloviper, I forgot to mention that it is a 100% stock glovebox. No mods.

[ViperSmith]

Coloviper, I forgot to mention that it is a 100% stock glovebox. No mods.
Haven't farted in the car have you?

[ACR]

I welcome it, dodge does not have the stellar dealer network like Porsche, I wouldn't want my avg dealer touching the car without an engineer backing it

[TrackAire]

Coloviper, I forgot to mention that it is a 100% stock glovebox. No mods.


Bravo, that was pretty damn funny :smilielol:.......hope they get this figured out for you quickly.

[Poker]

I welcome it, dodge does not have the stellar dealer network like Porsche, I wouldn't want my avg dealer touching the car without an engineer backing it

ACR, is it possible to get that engineers opinion when we schedule the appointment? Why does my car need to sit there 24 hours without them working on it while they wait on permission? How about this sequence: 1 - schedule appointment. 2- dealer reports issue to Chrysler engineering. 3 - dealer gets permission to work on car. 4 - customer takes car to dealer. 5 - dealer repairs car or attempts to repair car on the day they scheduled the customer to bring the car in. 6 - customer drives newly repaired car home, very satisfied with excellent customer service.

Instead, I took time off to bring my car in, my wife took time off to pick me up, nothing is done to the car, and I am told Chrysler has 24 hours to reply to the dealer to give them permission to work on the car, and it is an "enhanced customer support" program, and they send me home. I forgot to mention the car was sitting in their driveway with the hood unlatched and sticking up on the passenger side, but closed and latched on the drivers side. The Viper tech said he had not raised the hood. They obviously didn't have a hands off policy for customers Vipers sitting on their lot.

For a $143,000 vehicle, it should probably be a better experience for the customer.

[46hemi]

I especially love it when I hear about all of the converts from Porsches and Ferraris. I wonder how that would go if you brought in your brand new 911 with a problem and were turned away. This is exactly why the car gets no respect. For the most part service is a joke. There could be no excuse for ever having to go through anything like this ever. You have a customer with obvious financial means, an ambassador for your brand and you have to get pre approval from the wizard of Oz to fix a problem with the car? What? I feel like i'm taking crazy pills.

[Policy Limits]

I drive right past 1/2 dozen "SRT Viper authorized" dealers whom refuse to work on my car to get to one that will. It's hundreds of miles back and forth and it's frustrating. The only thing worse than their quality control dept is their dealer network. Average dealer Service is the worst component of viper ownership.

[swexlin]

I have never had an issue with any warranty work on my Viper, but it is a 13. Per Andy's post, it seems the 16s-up are getting this. I agree, it is not enhanced, it is worse. Whoever is running the warranty department at FCA is out of their mind.

When they replaced my diff in June, tech took one drive, and order a new one, no questions asked. Same with the recalls. Never had issues with any warranty work on other cars as well, and I haven't had any issues yet with my Ram. I know my friend's 16 ACR just had his diff replaced last week by my tech as well.

I'm also lucky that my dealer in general has excellent service, and my Viper tech has been working on them since the Gen 1 days.

[viperdriver5150]

I drive right past 1/2 dozen "SRT Viper authorized" dealers whom refuse to work on my car to get to one that will. It's hundreds of miles back and forth and it's frustrating. The only thing worse than their quality control dept is their dealer network. Average dealer Service is the worst component of viper ownership.

Its one of the Viper's weakest links. Most of the dealers are awful.

[Drummerviper]

Think of the poor bastards without enhanced support.

[Bruce H.]

Might just be an issue with the dealer more than FCA that's getting piled on here. My dealer has provided great service on my '14, including warranty work.

I find more and more that service in general seems to have steadily declined over the years, and the amount you pay for something doesn't necessarily guarantee better service for it. My Jaguar cost the same as my Viper and the service was really poor.

Hopefully this will be an isolated case and inconvenience. You might want to locate recommended dealers in your area from other Viper owners. Good luck!

[The_Ruski_Driver]

OP: did you attend one of these viper friendly dealers? It shoulds like a dealership run by monkeys, and most of them are. They know more about the cup holder locations on the new minivans than how many cyl our cars have

http://driveviper.com/forums/threads/12449-ULTIMATE-Viper-Friendly-Dealer-List

[mjorgensen]

We just had a new car come in with the INOP glove box also, taking the entire dash apart was not a good suggestion to us and after digging deeper Joe found that the airbag tag that is attached in the glove box was closed in the latch and the solenoid was not strong enough to release. He took the 3 torx head screws out of the bottom of the box and when it dropped down he kept hitting release button till it unlatched. You can probably do that yourself and save the hassle.

#viperfriendlydealer

[FLATOUT]

OP: did you attend one of these viper friendly dealers? It shoulds like a dealership run by monkeys, and most of them are. They know more about the cup holder locations on the new minivans than how many cyl our cars have

http://driveviper.com/forums/threads/12449-ULTIMATE-Viper-Friendly-Dealer-List

Agree and thanks for reposting that link. Always helpful to have the folks on this list at your finger tips.

[donb]

We just had a new car come in with the INOP glove box also, taking the entire dash apart was not a good suggestion to us and after digging deeper Joe found that the airbag tag that is attached in the glove box was closed in the latch and the solenoid was not strong enough to release. He took the 3 torx head screws out of the bottom of the box and when it dropped down he kept hitting release button till it unlatched. You can probably do that yourself and save the hassle.

#viperfriendlydealer

Thats awesome Mark!

[quickster2]

You can take a fiber stick or Popsicle stick and gently pry the box open while depressing the button from the side. I have had this happen on many cars when people stuff the glove box or get something trapped in the latch which I suspect happened to yours.

[2doorrocket]

tk9@chrysler.com

[jaxtk]

Has anyone had a dealer say that they can't perform warranty work on a new Viper because the car is marked for enhanced customer support? I had a dealer today say that they couldn't work on my one week old ACR because Chrysler wouldn't allow them, and the only reason I could get was that my car was flagged for enhanced customer support, and Chrysler would not allow their Viper tech to continue work on my car. They had the car all day for a scheduled appointment. The glove box will not open, has anyone else experienced this?

I have not been able to get an answer from anyone as to why my car is not allowed to be worked on.

Does anyone have the email address for Tim Kuniskis? If so can you pm me please? thanks

ATTN: Vehicle qualifies for the Enhanced Customer Satisfaction (ECS) Program. Based on prior repair history, dealers are encouraged to seek technical assistance for vehicle diagnosis or repair by calling 866-275-1420. ** Special Instructions - 2016 / 2017 MY Vipers - must call for pre- authorization for non-maintenance repairs**

[Poker]

ATTN: Vehicle qualifies for the Enhanced Customer Satisfaction (ECS) Program. Based on prior repair history, dealers are encouraged to seek technical assistance for vehicle diagnosis or repair by calling 866-275-1420. ** Special Instructions - 2016 / 2017 MY Vipers - must call for pre- authorization for non-maintenance repairs**

Jaxtk,

thanks, that is the best description of the process that I have seen. My car is a 2017. The program definitely needs to be tweaked, this pre authorization should be granted before the car is brought in. I scheduled this service a week ago, they had plenty of time to authorize my repair. Bringing the car in and waiting 24 hours for someone to approve a repair makes zero sense. Naming the program the "Enhanced Customer Satisfaction Program" is not really accurate in this case. I am still trying to get clarification from Chrysler how to schedule a future warranty service if one is needed, and have approval to work on my car when I arrive at the dealer. I was told yesterday by the dealer that they were still under the same restrictions, that if I brought the car in that they would have to call in and wait for a call back before they could do anything. Appears they are unable or unwilling to get this approval without my car physically sitting in their garage.

[mjorgensen]

Jaxtk,

thanks, that is the best description of the process that I have seen. My car is a 2017. The program definitely needs to be tweaked, this pre authorization should be granted before the car is brought in. I scheduled this service a week ago, they had plenty of time to authorize my repair. Bringing the car in and waiting 24 hours for someone to approve a repair makes zero sense. Naming the program the "Enhanced Customer Satisfaction Program" is not really accurate in this case. I am still trying to get clarification from Chrysler how to schedule a future warranty service if one is needed, and have approval to work on my car when I arrive at the dealer. I was told yesterday by the dealer that they were still under the same restrictions, that if I brought the car in that they would have to call in and wait for a call back before they could do anything. Appears they are unable or unwilling to get this approval without my car physically sitting in their garage.

Car needs to be there so they can accurately diagnose the issue, ESC will not give them permission to repair anything until the actual cause and condition is found. At that point they will approve only certain actions to address it they will not approve anything they do not agree with.

[Poker]

Mark, in this particular case the problem was diagnosed already, it was simply that the glove box won't open. I don't think anyone can convince me that my car needs to sit there for 24 hours while they wait on a callback for diagnosis. Sometimes it needs to be admitted that maybe a process is flawed and defending it isn't good. Why can't the dealer call in before my car gets there and inform Chrysler that a glove box won't open and get permission and instructions before I deliver them the car? Am i the only one who thinks this is a ridiculous process?

[repiV]

Mark - any idea why it's just on '16s and '17s?

[mjorgensen]

Mark, in this particular case the problem was diagnosed already, it was simply that the glove box won't open. I don't think anyone can convince me that my car needs to sit there for 24 hours while they wait on a callback for diagnosis. Sometimes it needs to be admitted that maybe a process is flawed and defending it isn't good. Why can't the dealer call in before my car gets there and inform Chrysler that a glove box won't open and get permission and instructions before I deliver them the car? Am i the only one who thinks this is a ridiculous process?

Oh I'm not defending it don't confuse my description as an excuse. When we encountered the same issue the problem was that they had never seen this before and did not actually have a solution so could not tell us what they wanted to do other than dismantling the dash, we chose a different route and it happened to work and we avoided the non winning task of taking dash out.

[mjorgensen]

Mark - any idea why it's just on '16s and '17s?

Not really for sure, but they already know what has been happening with the early models so probably just want a tighter monitoring of the newest released cars.

[Poker]

thanks Mark. This just seems to me that if the dealer/Chrysler did their homework and researched why a problem exists and what the recommended corrective actions are, they could be better prepared to provide a better customer experience and deal with the situation when the car arrives.

My experience was they had the car 7 hours, they told me they were not allowed to work on the car until Chrysler gave them the go ahead, and that Chrysler had 24 hours to respond to the request. I asked if there was someone at Chrysler we could call, and was told that no we couldn't call anyone, the only option was to wait up to 24 hours for the electronic reply. At that point I called SRT, and they had no explanation. So I posted to this forum trying to reach out to someone who could help me, along with composing an email to Tim and Ralph, using email addresses I pulled off of forum posts.

I have never had a vehicle warranty experience like this. I have never written an email to a company executive like this. This was a FAIL on the part of someone, I just don't want to deal with this if I need additional work done. I have 4 chrysler products currently. I have had many other Chrysler products. This is my second ACR. For the first time I am looking at 911's and thinking "maybe there are some advantages if I go that route"

Before this thread I have never had a negative post.

[Poker]

Just for a little more insight into my frustration level, I picked this car up from an out of town dealer last Monday. When I picked it up I noticed the glovebox problem. It was late in the afternoon and they couldn't fix it. I then called my local dealer, explained the situation, and they told me to take the car and bring it to them and they would fix it. so they had plenty of notice as to what the problem was, advised me to use their service dept to have it fixed, and then when i take it in expecting a fix i get this runaround. The Viper tech from the dealer I purchased from knew the solution, he fixed another glovebox a couple of days after mine. He offered to call the tech servicing my car and explain the issue and fix to him, but that was not allowed because we were still waiting on permission.

So it was a very frustrating experience for a new acr, and it seemed like a disrespect of my time, it didn't make sense, and no one could explain it.

[swexlin]

Understand your frustration, it's a whacky situation. As I posted above, I've had no issues (so far...) getting warranty work done on my '13, or any of the other FCA vehicle I own/owned.

Seems like this was done with good intentions, by a bunch of execs sitting in a meeting (been there, done that, at my company) but in the real world, it doesn't work, and only hamstrings the dealer - it interrupts their scheduling and workflow as well.

[ViperSmith]

They want to give a White glove experience

But ended up using garden gloves.

[quickster2]

Did you try to gently open it while pushing on the release. Could be as simple as your owners manual being trapped in the latch. Even on my Gen 4 I have to be careful not to stow the manual in the wrong place or I have to pull the handle down more forcibly than normal.

[Poker]

yep we tried that. apparently several new cars have this problem. It does require a repair.

[Lawrenzo]

This continuing saga of "customer service" issues, along with all the BS I went through with my 2013 Viper and 2010 Grand Cherokee SRT8, has me thinking that my $15,000 certificate might never get used:witless:


I've always wanted a big block Shelby Cobra replica. Now might be the time:dude3:

[Poker]

My car was repaired, the dealer I purchased from, Palmer, sent a Viper tech 130 miles to my house and it was fixed in about an hour. Palmer stepped up to the plate and did an excellent job. Can't quite say the same about my local dealer.

It was a wiring issue. For those with older cars, the new cars have an electric glove box door, not a mechanical handle, so when it doesn't open it is not an easy fix.

Thanks again to the guys at Palmer, Sean, Eddie, and Jodie.

[Poker]

By the way, this is the car.

20625

20626

[BlueAdder]

Sweet!

[ACRucrazy]

My car was repaired, the dealer I purchased from, Palmer, sent a Viper tech 130 miles to my house and it was fixed in about an hour. Palmer stepped up to the plate and did an excellent job. Can't quite say the same about my local dealer.

It was a wiring issue. For those with older cars, the new cars have an electric glove box door, not a mechanical handle, so when it doesn't open it is not an easy fix.

Thanks again to the guys at Palmer, Sean, Eddie, and Jodie.

That's awesome to hear Sean and crew stepped up!

[darbgnik]

My car was repaired, the dealer I purchased from, Palmer, sent a Viper tech 130 miles to my house and it was fixed in about an hour. Palmer stepped up to the plate and did an excellent job. Can't quite say the same about my local dealer.

It was a wiring issue. For those with older cars, the new cars have an electric glove box door, not a mechanical handle, so when it doesn't open it is not an easy fix.

Thanks again to the guys at Palmer, Sean, Eddie, and Jodie.

Now that's service! Seems among all the horror stories surrounding getting these car serviced, there are a few that show them going above and beyond.

[swexlin]

Glad to hear it's resolved.