Today I learned the difference between Porsche And Viper :(

[bayviper]

Dodge needs to go through a learning curve if they want to play with the big boys, here is the difference between my Porsche (and its NOT the most expensive one!) and my Viper.

My 2013 Porsche: Appointment for an oil change. Service adviser told me it takes around 1.5 hours with all the checkups and ask if I want to wait or a complementary rental car. Got the car back and they found a pointed dropped from my clock in the car (I did not even notice), they automatically ordered a new one.

My 2014 Viper: Check engine light comes on. Brought it in this morning. Sir, we have no time right now to take a look, you have to leave the car here for a few days. No problem, its warranty, just give me a rental car. "Sir, unfortunately a rental car is not part of the warranty unless you bought the extended one but you can wait for our shuttle service". Hopped into a Minivan that had cigarette ashes all over and had a scenic hour ride home along with some other folks.

OK, here is the kicker:

My 2007 Chevrolet Corvette: In for clutch slave cylinder work almost at the end of the warranty. Service adviser told me approx 3-4 days and gave me a free rental car. WTH?

Here you have it.....a car for $125K and I felt like bringing in a Dodge Neon. Hmmm........disappointed to say the least!

==============

Here is a cool update:

I just received a courtesy call from the dealer and he told me that Dodge does not pay for rentals for "regular warranty" work since the 14th. He promised as my dealer he will take care of me and apologized for the confusion. Nice and thanks! My faith in the dealership is back!

[Sybil TF]

Maybe it's a poor dealership. Also, you have to be a little more persuasive than that....good heavens man...

[bayviper]

Apparently the best dealership in the area....and the one I bought the car from. :)

[Dman]

I have one dealership service story I won't even bother telling again, in a word FAIL. Too bad we all can't have a Tomball, Woodhouse, Roanoke, Ringold like dealer in our area.

More importantly though, let us know the deal about the CEL and outcome please. Thx.

[Policy Limits]

Service experience is a great challenge to both buying into this brand and staying in it.

[Policy Limits]

I think the problem is that Viper is a Dodge.

[bayviper]

CEL was a "Oild pressure sensor mailfunction first" with oild pressure going to 0 at idle, then a "Bank 1 dynamic cam shaft adjustment" or something. The check engine light was solid so I was able to drive it to the dealer. Engine sounded normal too. Lets hope for the best.

[Policy Limits]

Lots of quality control issues and it's not limited to early builds.

[ViperSmith]

I have one dealership service story I won't even bother telling again, in a word FAIL. Too bad we all can't have a Tomball, Woodhouse, Roanoke, Ringold like dealer in our area.

More importantly though, let us know the deal about the CEL and outcome please. Thx.

Was happy with Koons, but Chris Morrison left and not really sure where he went. Last oil change there was a show. No idea who drove my car, etc.

At least with him it was either Service Manager or Viper tech. Not car runner.

But alas, it is known with the brand. I think it all should be better but what can you do.

But in reality Dodge has a lot of expensive vehicles now. $70k rams are standard. $70k Jeeps, now $70k hellcats. They need to pickup their game.

[mnc2886]

Was happy with Koons, but Chris Morrison left and not really sure where he went. Last oil change there was a show. No idea who drove my car, etc.

At least with him it was either Service Manager or Viper tech. Not car runner.

But alas, it is known with the brand. I think it all should be better but what can you do.

But in reality Dodge has a lot of expensive vehicles now. $70k rams are standard. $70k Jeeps, now $70k hellcats. They need to pickup their game.

Except $70k is the new $35k.

[VENOM V]

Andy,

I'm surprised that was the case, I was given a loaner car whenever I put my car in for service at Normandin. SRT even called me the next day to offer me a loaner car if the dealer hadn't already done so. I do have an extended warranty, but I was under the impression that loaner cars are supplied to all Viper owners when in warranty service over night.

Call Paul directly, I'd be surprised if he doesn't give you a loaner.

And good luck with the trouble code. I have had a couple of trouble codes that cleared and never returned. I hope that's the case for you, keep us updated as you learn more.

Todd

[bayviper]

Todd,

the key seems to be "extended warranty", if you did not buy one, no cigar :(

And I don't have extended warranty on any of my other vehicles.

[Jack B]

I just took mine in for a reflash. The viper tech drove it to his stall.I picked it up in the morning from the same stall. They also gave me a loaner.

Brunswick Auto Mart
NE OHIO

[Nine Ball]

No extended warranty here. I was offered a loaner, but didn't need one. I think this varies by dealership, some just get it. Some fail miserably.

[plumcrazy]

id talk to the salesman, thats his job to make stuff happen for you. get on him asap

[Policy Limits]

I've been put in a panomera, flying spur, quattroporte, ghibli, and LR4 at euro dealers. At American ones I either wait or once on my Hummer they put me in a rental at my expense. Lol. I wait for the Viper.

[Lawrenzo]

I went through the SRT Head office before I showed up at the dealer and they helped arrange for a rental- a Chrysler 200:witless: The service rep was very nice about the whole situation though

When my daughter brings in her 5 year old Audi A4 they give her at least another A4 and once she even got an A6. Dodge should take notes.

[FLATOUT]

No extended warranty here. I was offered a loaner, but didn't need one. I think this varies by dealership, some just get it. Some fail miserably.

Interesting I asked nathan at Tomball for a loaner to get to work last week and was told they would drop me off at the enterprise rent a car across the street LOL. I chalked it up to Dodge. Maybe it was because it wasn't warranty work?

[bayviper]

Here is a cool update:

I just received a courtesy call from the dealer and he told me that Dodge does not pay for rentals for "regular warranty" work since the 14th. :( He promised as my dealer he will take care of me and apologized for the confusion. Nice and thanks! My faith in the dealership is back!

[FLATOUT]

Nice!



Here is a cool update:

I just received a courtesy call from the dealer and he told me that Dodge does not pay for rentals for "regular warranty" work since the 14th. :( He promised as my dealer he will take care of me and apologized for the confusion. Nice and thanks! My faith in the dealership is back!

[05Commemorative]

Wow, how low our bar has been set. Your first post is spot on. I have never taken my Gen3 to the dealer and I need to take my Gen5 in to check the rear glass on a service bulletin. I call them and they say they can take a look at it in a month??? In actuality, it is the last place I ever want to take the car. Almost makes the warranty useless. Luckily, I think the cars are built so well, not a real concern. Never had a single issue with Gen3 and this Gen5 issue is to purely to check to see if I have one of the early rear window exploding candidates, but 4 wk to get in to measure from the Viper Tech. I am not even sure he has seen a viper in there in years.

Fantastic car, fantastic folks that build it and even corporate has been great to deal with, but the dealer network is a Dodge Neon class organization. Thank goodness they have decent products. It really is stunning on how many bad (as in terrible) dealers are out there.

Cracks me up on the early response that you "did not push hard enough" as that was the whole point. Good service orgs do it because they understand.

[Policy Limits]

Yup. Which is why I didn't purchase an extended warranty. What value would it have?

[GuitarSteve2112]

I can't believe the stories I am hearing of some of the lower rank dealers. Even when my Mazda3 was in for service (warranty or general maintenance) I got whatever demo vehicle was available. I told them "I'm bringing in a car with a clutch for work, I will have a vehicle with a clutch while mine is at the dealer." I've been given Miatas/MX5s, Speed 3s, Speed 6s and even one time I had an RX8 for an hour or two. Either way, Chrysler should wake up and offer some sort of compensation for vehicles (specificially Viper) and their owners when a snake is at "Doctor Dodge."

[gutterworks129]

All the guys at Capital Dodge in Raleigh/Garner NC are great! You got to surround yourself around good people to get good service.

[SlateEd]

Unfortunately seems Dodge has a great many sub-par dealerships BUT they don't have the market cornered, and the "Euro brands" aren't immune.
I brought my 2012 S4 for an oil change earlier this year at a dealer in a really affluent town. I watch as their service tech goes ripping up the road in my car and I later read a note on the service sheet "strong smell of clutch" -- really? It took 2.5 hours for an oil change during which time I overheard several complaints from other customers in the reception area.
I used to take my '97 Lincoln to a small town ford dealer in western NY where they treated me and the car like gold even though the place looked pretty rough.

[Timnineside]

I've had to AWFUL experiences with the Dodge dealer here in my town. I wont get into it but lets just say they thought my 99 GTS was a brand new Viper, yet treated it like a $400 beater, twice!

I now drive an hour away to Grandville, MI to a dealer named Harold Zeigler. A mechanic named Trevor is the best and does great work.

[Sybil TF]

I brought my 2012 S4 for an oil change earlier this year at a dealer in a really affluent town. I watch as their service tech goes ripping up the road in my car and I later read a note on the service sheet "strong smell of clutch" -- really? It took 2.5 hours for an oil change during which time I overheard several complaints from other customers in the reception area.
Please tell me some one got an *** chewing.......from you.

[99RT10]

There are a rare few good dealers(Woodhouse, Tomball). If you (obviously) have a screwed up one, RUN!!! Run away. Unfortunately, that is Dodge. Welcome to the club....................

:eek:

[ACRGTR]

+1 for Capital Dodge in Garner NC, really helpful to Viper people coming from a less than desirable experience with another dealership.

[Uncle Paul]

Wonder how much the OP was charged for his Porsche oil change? Those rental cars don't pay for themselves.

Also never heard of a "point" falling off a Viper clock. Antique technology in that 2013 Porsche.

[bayviper]

Wonder how much the OP was charged for his Porsche oil change? Those rental cars don't pay for themselves.

Also never heard of a "point" falling off a Viper clock. Antique technology in that 2013 Porsche.

LOL, good one. Or other folks would say its stylish. And I pre-payed maintenance for 3 years on the P, but that was not the point :) They make me feel like a king when I come in - always.

[ieem01172]

CEL was a "Oild pressure sensor mailfunction first" with oild pressure going to 0 at idle, then a "Bank 1 dynamic cam shaft adjustment" or something. The check engine light was solid so I was able to drive it to the dealer. Engine sounded normal too. Lets hope for the best.

I had the same problem and my dealer changed the oil pressure sensor

[Bruce H.]

LOL, good one. Or other folks would say its stylish. And I pre-payed maintenance for 3 years on the P, but that was not the point :) They make me feel like a king when I come in - always.

So does my Dodge dealer, and my Jaguar dealer was an epic fail. It's not the brand that makes the difference...it's the dealership's service department. Loaners and rentals won't make bad service right, and paying through the nose for service won't work for some. Find a dealer service department that you like and trust, and little inconveniences won't be an issue at all.

[whitebeard]

Your complaints are really geared to poor dealership management. Most service managers look to keeping a bottom line in the black rather than keeping up appearances to customers.

So in some cases, they would rather have the guys pushing oil changes because it's faster return on investment that one tech looking at a service bulletin. Remember your warranty work has stated prices for what the dealership gets paid. Out of warranty is up to what the dealership can talk you into.

But the concern is customer service. If the managers doesn't remind his guys the importance of the person walking thru the door, warranty or not, then bad reputations and poor decisions get made. I lucked out since back in the day I got long with 5 or 6 good local dealerships in New England. Since they are family owned and run I still see the managers/owners ever few months to maintain the relationship. This helps when it is time for work or a new car.

[JonSav]

I think the problem is that Viper is a Dodge.

:t1236:

[ViperTony]

Loaners and rentals won't make bad service right, and paying through the nose for service won't work for some. Find a dealer service department that you like and trust, and little inconveniences won't be an issue at all.

Agreed.

[SlateEd]

Please tell me some one got an *** chewing.......from you.

oh absolutely - their service manager listened to me explain any number of things wrong with that experience for 10 minutes (is this how you treat your R8 customers?!?! etc etc...:mad: )
but ultimately I take the car somewhere else now. Found a better experience 20 minutes the other direction so that's it.

and the oil change on that Audi V6 costs just as much as the Viper's V10 - so as someone said, you're paying for the white glove treatment whether you feel good about it or not.

The question just comes down to culture in the dealership, regardless of brand. If management pushes the service writers and techs to be polite and honest then you're all set - The rest of it is window dressing... The $6,000 espresso machine in the lobby doesn't make my Audi visits any better, and the burned-bottom-of-the-pot-coffee and dingy floors didn't make me feel any worse about the old ford dealer when I knew my old Lincoln was in good hands.

it seems it would be better and probably cheaper to train and educate the staff, but it's easier to buy some expensive furnishings and say you've upped your game.

[Uncle Paul]

It may also by that by purchasing your prepaid 3 years of maintenance service, that it included free loaners. It may not have been provided if you were buying ala carte.

When I owned a Lexus, they always provided a complementary car wash with every service. The service was always nice, but the scratches that came with the wash were not as appreciated.

Service for my Mercedes is always more expensive than on my Viper, however they have a much better waiting room with fresh pastries, gourmet coffee, big screen TV and a cute girl at the counter. Free car washes also.

Local Dodge dealership are for the most part pretty much stuck in the 70's. They have linoleum tile squares in the showroom, greasy waiting rooms with a pot of coffee, older bathrooms with rubber strainers in the urinals. Daily newspaper for everyone to share. Technicians wearing dirty pants and shirts walking through all the time, and a wall full of logo'd air fresheners and gadgets like in a car wash.

It feels like they are afraid to spend any more money than absolutely possible for their customers.One does not even provide Wi-Fi for those stuck waiting for service.

Instead of rental cars, they have a shuttle service to take you home when the repairs take longer than scheduled. Seems like you are always waiting for the shuttle drive to get back from another trip or being on break. The rentals that are provided are offered by a 3rd party provider. Got the feeling that the dealership got a kick back from them being there. A captive audience.

What I appreciate, more than anything else, is having my Viper returned to me on time, and fixed the first time. I also appreciate the safety check they do each time, to look over the car in case anything else is obviously in need of service.

[Shooter]

Those of us that live close to Tomball are a lucky bunch. I imagine it's the same for the owners close to the other forum sponsor's dealerships. I know Morgan will look after my car, and I know that he is the only person to drive it at the dealership. I have dealt with other dealers near Houston when I had my 06 SRT Jeep and the level of knowledge and service was a joke. I feel for the owners who have to deal with the BS and poor service most Dodge dealers provide.

Having owned Porsche's before I got into Vipers, I was a little spoilt.

[Orange TA]

Speaking of Porsches, what's the difference between a Porsche and a porcupine? :-)

[swexlin]

Speaking of Porsches, what's the difference between a Porsche and a porcupine? :-)

The porcupine has the pricks on the outside.....I thought that was a BMW joke!

[2doorrocket]

That's bullshit, all SRT's get the rental service. You really want to make their Service Managers life difficult, call the SRT Help Line. Tell them that the dealer hasn't provided you a rental for your 100+ thousand dollar car, you want them to repurchase the vehicle immediately as this is bullshit. Just watch the magic unfold bro. When I used to go there, they were mortified. LOL

[swexlin]

That's bullshit, all SRT's get the rental service. You really want to make their Service Managers life difficult, call the SRT Help Line. Tell them that the dealer hasn't provided you a rental for your 100+ thousand dollar car, you want them to repurchase the vehicle immediately as this is bullshit. Just watch the magic unfold bro. When I used to go there, they were mortified. LOL

I got a free rental once for my SRT8 when it was having warranty service only, never for the Viper (which is out of warranty) and never for any non-warranty service (i.e. standard oil change, etc) on the SRT8.

[BDZ1984]

I have my 2 week old LE GTS at the dealer right now for the passenger door not opening from the outside. I’ve also bought a 14 SRT Grand Cherokee for the same dealer last year. Anyways, Advisor calls me tells me it needs a new outside handle. No big deal. I thought it would be that. She tells me it would be 5-7 days to get the part or I could overnight the part at my expense for $18! ARE YOU KIDDING! Kudos to the SRT hotline because they were dumb founded they would even do that. Called the service manager and told them to overnight and if the dealer wouldn’t eat the $18 SRT would. Dodge need to wake up about how they service the cars. I run a McLaren service dept. and would be happy to give them a few pointers! Just another reason these car did not sell well. I almost don’t care about the warranty because of the lack of service I get when I bring it to the dealer.

[rw99]

LOL, good one. Or other folks would say its stylish. And I pre-payed maintenance for 3 years on the P, but that was not the point :) They make me feel like a king when I come in - always.

Andy, that's just because you're speaking German to the techs...

[Policy Limits]

I have my 2 week old LE GTS at the dealer right now for the passenger door not opening from the outside. I’ve also bought a 14 SRT Grand Cherokee for the same dealer last year. Anyways, Advisor calls me tells me it needs a new outside handle. No big deal. I thought it would be that. She tells me it would be 5-7 days to get the part or I could overnight the part at my expense for $18! ARE YOU KIDDING! Kudos to the SRT hotline because they were dumb founded they would even do that. Called the service manager and told them to overnight and if the dealer wouldn’t eat the $18 SRT would. Dodge need to wake up about how they service the cars. I run a McLaren service dept. and would be happy to give them a few pointers! Just another reason these car did not sell well. I almost don’t care about the warranty because of the lack of service I get when I bring it to the dealer.
McLaren also allows for test drives as I'm sure u are aware. So u can drive a 300k car but not an 85k one at a dodge dealer. Priceless.

[BDZ1984]

McLaren also allows for test drives as I'm sure u are aware. So u can drive a 300k car but not an 85k one at a dodge dealer. Priceless.

Yea I think our "test drive" lasts about 30 mins and goes about 25 miles! Try that at a dodge dealer. Hell if I want to drive one for a night or weekend all I have to do is ask!

[Patgilm]

To me, because it is a Dodge I don't expect the customer service or a loaner that a Tier 1 brand would provide even if the car costs six figures. I don't expect this with any non Tier 1 brand, I just don't from my experiences with Toyota, Honda, Dodge, etc. I have a GTR and the service experience is no different than what you explained except that the tech and service manager are very good and knowledgeable about the car and are meticulous with it so I am okay with it. However, when I take it in for service, I have someone come pick me up from the dealer because my expectations just aren't that high even though the GTR is expensive. With my Lexus, it is a different story as it doesn't matter if it is a cheap $30k car or $100k car, the service at my dealer is always exceptional and other than an oil change (which is such a short wait) a loaner is always provided, but to me the expectations are different so that is what I expect from a Tier 1 brand.

[XSnake]

We should really get a dealer review map going for this website.....

[ViperTony]

I'm pretty easy going when it comes to service. I don't need my ass pampered by the dealership/service dept with loaners or lattes. I just need to have confidence that the service department is trustworthy, capable and reputable. I do my own work on my cars wherever possible so general maintenance is not a issue for me. Warranty work is the concern. While I know two techs at two local dealerships that are reliable with a Viper....their service department management concerns me. I do know that if I ever need warranty work on my GenV I will have to hold the service departments' hand on it. I'm OK with that. I have relationships with them.

What I have noticed is SRT's increased involvement with supporting Viper owners on service department/warranty issues. It's comforting, for now, so long as it lasts. I know that should I have to visit a dealer for warranty work, I will need to oversee the process and be involved. It's certainly not a "Drop it off and forget about it" experience unless you live near a reputable dealer.

We have to keep reporting dealership/service issues to Dodge as they occur. They are noticing and getting more involved. Hopefully Tim will give these dealers a good kick in the ass soon.

[Malu59RT]

I have my 2 week old LE GTS at the dealer right now for the passenger door not opening from the outside. I’ve also bought a 14 SRT Grand Cherokee for the same dealer last year. Anyways, Advisor calls me tells me it needs a new outside handle. No big deal. I thought it would be that. She tells me it would be 5-7 days to get the part or I could overnight the part at my expense for $18! ARE YOU KIDDING! Kudos to the SRT hotline because they were dumb founded they would even do that. Called the service manager and told them to overnight and if the dealer wouldn’t eat the $18 SRT would. Dodge need to wake up about how they service the cars. I run a McLaren service dept. and would be happy to give them a few pointers! Just another reason these car did not sell well. I almost don’t care about the warranty because of the lack of service I get when I bring it to the dealer.

Dang Brian, I've had good luck at Dallas Dodge. I stopped in Saturday afternoon to show the advisor my concerns, and set up my appointment for Monday, and requested a rental car since the Viper is my daily driver.

Dropped it off for the following issues:
**Had them check the rear hatch to make sure it wouldn't have the defroster issue - SRT got the measurements and it was in spec, they are just adding tape.
**Rattle on passenger door - Tech pulled the door panel and found the source.
**Front Bumper adjustment - Want the gap between the hood and bumper on the outer edges fixed
**Dealer performed about 4 updates on the car, including a PCM re-flash. They called to make sure I didn't have a tune on the car, because I would lose it. Thought that was nice of them.

Car should be ready this afternoon

Dallas Dodge also serviced my 2008 Viper, and I was on a first name basis with the shop foreman, who would usually come out and talk each time I dropped the car off. Both my 2008 and 2013 were bought out of state, so I am happy that they take good care of me.

[BDZ1984]

Do you have the campaign number for the rear hatch issue? The advisor had no clue what I was referring to

[Newport Viper]

I will never forget my first Dodge Viper service in '96ish. The Mrs asked the service manager to get a loaner car and the response was "Lady this is an American car! There are no loaners". My last service this year all my CD's were stolen and, my plug wires look like they were installed by a 7th grader. ( Actually, I think a 7th grader could do a better job.) Seems not much has changed in old dodge world.

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