WOW just spoke to someone at Dodge about not receiving my Loyalty Voucher.

[FLATOUT]

So I purchased my 2014 TA brand new from Tomball Dodge roughly 6 or 7 months ago. I have yet to take delivery of my loyalty voucher towards the purchase of another Viper. I wasn't all that concerned about it and figured that it was either lost in the mail or that I would receive it in the next wave.

I called Bernie at Tomball where I purchased the car and Bernie gave me this number to call:

1-800-227-0757

I called them today and a nice young lady answered the phone and checked for my name in the system and put me on hold. She came back about 3 minutes later and told me that my name wasn't in the system for a voucher. I told her this had to be a mistake because I purchased my car some time ago and in fact other Houston owners who purchased their new Vipers AFTER me had already received theirs and used them.

I kept talking to her trying to get the call escalated to figure out the problem but she just kept telling me that a 3rd party marketing group is in charge of handing out the vouchers. I asked her then to allow me to speak with them and she said she didn't know who they were? WTF?

So you're telling me you don't have a supervisor I can speak with, don't know who sends out the vouchers, and can't do anything to help?

Yes Sir.

I explained to her this wasn't a 20$ check and that $15,000 and a future Viper purchase was on the line and that it would be in her best interest to try and help me solve this problem or get me to someone that could help.

She responded with "I'm sorry Sir there's nothing I can do."

Bullshit.

[roadrunner]

You could try the SRT Customer Care Line... don't know for a fact that will be more helpful... but it's SRT specific at least.

SRT: 855-778-8326 ( 855-SRT-TEAM)

[VoodooRob]

If your standing in the showroom saying "Ill take that one", I would bet phone calls will be made to verify your prior purchase and you get your $15k off.

[Revolution]

Dodge really should focus on there dealerships if they want to sell cars, story after story of Viper guys and gals getting no or unstatisfactory service!

[FLATOUT]

You could try the SRT Customer Care Line... don't know for a fact that will be more helpful... but it's SRT specific at least.

SRT: 855-778-8326 ( 855-SRT-TEAM)

Thanks, calling them now.

[ViperSmith]

You could try the SRT Customer Care Line... don't know for a fact that will be more helpful... but it's SRT specific at least.

SRT: 855-778-8326 ( 855-SRT-TEAM)

That number is useless as well, trust me.

I've called them all and gotten the same.

There is nothing I can't stand more than incompetence.

[ViperTony]

Maybe JR Thompson is handling the vouchers? Maybe try calling them. They were always helpful to Viper owners in the past.

[2010.Blue.White.ACR]

I didn't have a voucher told the dealer I would only buy if I got the $30,000 off they called dodge I got one

[FLATOUT]

You could try the SRT Customer Care Line... don't know for a fact that will be more helpful... but it's SRT specific at least.

SRT: 855-778-8326 ( 855-SRT-TEAM)

Ok so this number was helpful to get me to the correct number LOL.

We should make this next number a sticky!

1-800-998-1110

That number goes straight to the Program Headquarters for Viper (JR Thompson I think). Follow the voice prompts to the Viper Certificate Program. I spoke with a lady named Ashley who was very helpful. She took down all of my info and is submitting an inquiry. She said that this was specifically the right number for people to call with questions.

I'll let you guys know what they say.

[daytonprowler]

1-800-998-1110 is JR Thompson. They will get to the bottom of it.

[daytonprowler]

I emailed the links to this and another thread to Kim and Fiona at JR Thompson.

[LeadfootRT10]

That number is useless as well, trust me.

I've called them all and gotten the same.

There is nothing I can't stand more than incompetence.


Spoken like some one who's never worked on the other end of the phone line in their life.

[FLATOUT]

I emailed the links to this and another thread to Kim and Fiona at JR Thompson.

Thank you so much Randall. I bought my car roughly 6 months ago so at first I was thinking maybe I didn't qualify but I know our Regional President purchased a new Gen V a month after me and he received his voucher and has already used it. Only difference is that I bought a 2014 and and he purchased a 2013.

Hopefully it's a simple misunderstanding.

[ViperSmith]

Spoken like some one who's never worked on the other end of the phone line in their life.

I handle customer inquiries all the time from my clients - I am fanatical about how to treat them. So, yes I inow how it works quite well.

They were helpful before but my last problem were useless.

SRTs backend when your car was in the shop was outstanding.

[LeadfootRT10]

I handle customer inquiries all the time from my clients - I am fanatical about how to treat them. So, yes I inow how it works quite well.

They were helpful before but my last problem were useless.

SRTs backend when your car was in the shop was outstanding.

No, you don't know. You are the boss of your business. The person on the line at the call center is rarely, if ever, afford any decision making powers beyond the pre-scripted responses they're trained to handle. If you call outside of regular business hours, they have no supervisor above them to escalate to. And if the call center is a third party, even their supervisor has an extremely limited ability to remedy outstanding situations. Take it from somebody who worked in a third party call center for 2 years, getting mad at the person on the other end of the line only ruins your day.

[FLATOUT]

And I should care about her day why? I bet if someone forgot to send her $15,000 she'd be calling around as well lol.



No, you don't know. You are the boss of your business. The person on the line at the call center is rarely, if ever, afford any decision making powers beyond the pre-scripted responses they're trained to handle. If you call outside of regular business hours, they have no supervisor above them to escalate to. And if the call center is a third party, even their supervisor has an extremely limited ability to remedy outstanding situations. Take it from somebody who worked in a third party call center for 2 years, getting mad at the person on the other end of the line only ruins your day.

[ViperSmith]

No, you don't know. You are the boss of your business. The person on the line at the call center is rarely, if ever, afford any decision making powers beyond the pre-scripted responses they're trained to handle. If you call outside of regular business hours, they have no supervisor above them to escalate to. And if the call center is a third party, even their supervisor has an extremely limited ability to remedy outstanding situations. Take it from somebody who worked in a third party call center for 2 years, getting mad at the person on the other end of the line only ruins your day.

I guess I expect more when plopping down $100k, but thats just me.

and JR Thompson is fantastic from when I talked with them before.

[FLATOUT]

I guess I expect more when plopping down $100k, but thats just me.

and JR Thompson is fantastic from when I talked with them before.

Agreed they were VERY responsive on the phone. I was very impressed, and have always been impressed with them at the Events (IMSA Races).

[LeadfootRT10]

Maybe that's your problem. You think money buys you special privileges.

[slowhatch]

And I should care about her day why? I bet if someone forgot to send her $15,000 she'd be calling around as well lol.

He said your, not her.

[LeadfootRT10]

He said your, not her.

Glad somebody is actually reading what I wrote.

[ViperSmith]

Maybe that's your problem. You think money buys you special privileges.

Well, here in the real world there is a big difference when you are buying a higher end product.

If you think you get the same level of service at McDonalds as you do at The French Laundry, then well I am not sure what to do tell you.

I expect more when I buy a halo car, than when say I bought a Corolla.

[LeadfootRT10]

Well, here in the real world there is a big difference when you are buying a higher end product.

If you think you get the same level of service at McDonalds as you do at The French Laundry, then well I am not sure what to do tell you.

I expect more when I buy a halo car, than when say I bought a Corolla.

Still sounds like YOUR problem.

[HobokenViper]

Maybe that's your problem. You think money buys you special privileges.

Please stop trying to stir the pot with personal attacks.

Sorry if people were rude to you when you were on that end of the line, but a customer care line for a major auto manufacturer should be able to be helpful at bare minimum by properly directing a call instead of just giving pre-determined written responses and saying that there is nothing further that they can do. This is not the quality of service expected of a major auto manufacturer, much less towards the former buyer of a Viper, the brand's halo car, and to a potential repeat customer for another Viper when sales have been slow. Sounds like a lazy or new employee who doesn't want to put in the extra effort to help out, or they truly just don't know any better and shouldn't be answering customer care phone calls.

I've been on the other end of the line as well several years back as a commercial property manager, and would only get calls when there were problems to fix or issues to deal with. It was my job to figure it out or get them the answers and solutions that were necessary, and quickly. I kept all my tenants happy and therefore retained most of them as tenants in the buildings over the years as their leases expired as a result. It's not much different than the example given in this thread, and I'm not sure why you are defending it so vehemently when clearly there is a disconnect somewhere and the customer is not being given proper care, and the company will lose potential sales as a result. Point is, they need to do right by former, current, and future Viper buyers or they will lose more sales. Just look at what happened to ViperSmith in a different but similar thread.....there's no excuse for that except that it's plain stupid and someone needs to make it right to keep a loyal customer coming back for more.

[FLATOUT]

Bingo.



Please stop trying to stir the pot with personal attacks.

Sorry if people were rude to you when you were on that end of the line, but a customer care line for a major auto manufacturer should be able to be helpful at bare minimum by properly directing a call instead of just giving pre-determined written responses and saying that there is nothing further that they can do. This is not the quality of service expected of a major auto manufacturer, much less towards the former buyer of a Viper, the brand's halo car, and to a potential repeat customer for another Viper when sales have been slow. Sounds like a lazy or new employee who doesn't want to put in the extra effort to help out, or they truly just don't know any better and shouldn't be answering customer care phone calls.

I've been on the other end of the line as well several years back as a commercial property manager, and would only get calls when there were problems to fix or issues to deal with. It was my job to figure it out or get them the answers and solutions that were necessary, and quickly. I kept all my tenants happy and therefore retained most of them as tenants in the buildings over the years as their leases expired as a result. It's not much different than the example given in this thread, and I'm not sure why you are defending it so vehemently when clearly there is a disconnect somewhere and the customer is not being given proper care, and the company will lose potential sales as a result. Point is, they need to do right by former, current, and future Viper buyers or they will lose more sales. Just look at what happened to ViperSmith in a different but similar thread.....there's no excuse for that except that it's plain stupid and someone needs to make it right to keep a loyal customer coming back for more.

[ViperTony]

Please stop trying to stir the pot with personal attacks.

Sorry if people were rude to you when you were on that end of the line, but a customer care line for a major auto manufacturer should be able to be helpful at bare minimum by properly directing a call instead of just giving pre-determined written responses and saying that there is nothing further that they can do. This is not the quality of service expected of a major auto manufacturer, much less towards the former buyer of a Viper, the brand's halo car, and to a potential repeat customer for another Viper when sales have been slow. Sounds like a lazy or new employee who doesn't want to put in the extra effort to help out, or they truly just don't know any better and shouldn't be answering customer care phone calls.

I've been on the other end of the line as well several years back as a commercial property manager, and would only get calls when there were problems to fix or issues to deal with. It was my job to figure it out or get them the answers and solutions that were necessary, and quickly. I kept all my tenants happy and therefore retained most of them as tenants in the buildings over the years as their leases expired as a result. It's not much different than the example given in this thread, and I'm not sure why you are defending it so vehemently when clearly there is a disconnect somewhere and the customer is not being given proper care, and the company will lose potential sales as a result. Point is, they need to do right by former, current, and future Viper buyers or they will lose more sales. Just look at what happened to ViperSmith in a different but similar thread.....there's no excuse for that except that it's plain stupid and someone needs to make it right to keep a loyal customer coming back for more.

Amen brother!

[2doorrocket]

So I purchased my 2014 TA brand new from Tomball Dodge roughly 6 or 7 months ago. I have yet to take delivery of my loyalty voucher towards the purchase of another Viper. I wasn't all that concerned about it and figured that it was either lost in the mail or that I would receive it in the next wave.

I called Bernie at Tomball where I purchased the car and Bernie gave me this number to call:

1-800-227-0757

I called them today and a nice young lady answered the phone and checked for my name in the system and put me on hold. She came back about 3 minutes later and told me that my name wasn't in the system for a voucher. I told her this had to be a mistake because I purchased my car some time ago and in fact other Houston owners who purchased their new Vipers AFTER me had already received theirs and used them.

I kept talking to her trying to get the call escalated to figure out the problem but she just kept telling me that a 3rd party marketing group is in charge of handing out the vouchers. I asked her then to allow me to speak with them and she said she didn't know who they were? WTF?

So you're telling me you don't have a supervisor I can speak with, don't know who sends out the vouchers, and can't do anything to help?

Yes Sir.

I explained to her this wasn't a 20$ check and that $15,000 and a future Viper purchase was on the line and that it would be in her best interest to try and help me solve this problem or get me to someone that could help.

She responded with "I'm sorry Sir there's nothing I can do."

Bullshit.

Superman, have them run your VIN to see if its eligible, the voucher doesn't mean anything. Because the voucher says lost vouchers will be honored.

[FLATOUT]

Superman, have them run your VIN to see if its eligible, the voucher doesn't mean anything. Because the voucher says lost vouchers will be honored.

Will do. The first number I called I couldn't even get her to take my VIN lol. She took my name and zip code and was like, I'm sorry you're not on the list for one.

JR Thompson did take the last 8 of my vin and all of my other information.

[FSTENUF]

I had to email srt 3 weeks ago just to find out my vin was not in the system. Today my loyalty voucher made it to my front door better late then never.

[FLATOUT]

I had to email srt 3 weeks ago just to find out my vin was not in the system. Today my loyalty voucher made it to my front door better late then never.

I'm thinking it's something like that. Glad you got it.

[Loud]

This must be some miss and should be an easy fix, Flatout. I know it must be frustrating, but believe it will be resolved as there is no denying you bought a new car and still had it when the vouchers were announced.

[plumcrazy]

flatout, im surprised you are surprised

[FLATOUT]

flatout, im surprised you are surprised

HAHA good point ;) And no I still can't rep you, how much of this stuff do I have to pass around lol.

[Policy Limits]

Reminds me of ordering in 2012 and going thru 1/2 year worth of pleasant customer service reps on the phone whom knew nothing and said nothing substantive. They were nice though. Lol.

These companies need to wake up. A friend bought a Tesla & said he simply ordered it on line. No engine no service for 100,000 miles. It's a brave new world. The days of being loyal to a local dealer or domestic brand are over. It's a brave new world with loads of competition. U can't make it impossible for someone to spend six figures Esp in this economy. It will put u in bankruptcy. ....again.

[docwviper]

flatout, im surprised you are surprised

Second that....

[Shooter]

Guess I need to call JR Thompson too then.

[FLATOUT]

Guess I need to call JR Thompson too then.

Yes you were the other reason I wanted to figure this out.

[Shooter]

Yes you were the other reason I wanted to figure this out.

Thanks for looking out for us dude. :)

How many Houston members have Gen V's.? You, Tony, Richard, Cody, myself. Tony already used his.

[genVer]

My certificate showed up today as well!

[Drummerviper]

By contrast, I bitched at McClaren because my Bluetooth and back up camera have been fouling up. They apologized and said the first annual service is on them ( $2500)and my next payment (if I had one) is on them. Then again this nice treatment may be built into the $350 price.

[I Bin Therbefor]

There are several things we did to improve our "hot line". One was an "automatic" pass up where the first responder passed on to the next level any problem she could not resolve while staying on the line herself. We spent a lot of time sharing experiences the first responders had with the difficulties in understanding the customer's problem; many times the customer was demanding a predetermined solution which she and/or friend has already determined was the solution to her problem. That one is tough to do, very tough. I personally was a couple of levels up on the pass up list even though I was the ultimate manager of a 175 person central computer system services contract.
All I'm saying is that the first responder is the face of the company to the customer. You'd better get it right.

[Bill Pemberton]

Frankly , this is has happened with two of our customers, and I would just suggest calling the Dealer. I sent out an email and contacted our Rep. and the customers were handled. Both cases involved moves and the address on the Voucher was different than where they are currently residing. Should be no problem for your purchasing Dealer to handle.

[FLATOUT]

That's where I started, and was told they (Dealer) had nothing to do with the Voucher program. I was given a number to call which was the number that started this entire mess lol.



Frankly , this is has happened with two of our customers, and I would just suggest calling the Dealer. I sent out an email and contacted our Rep. and the customers were handled. Both cases involved moves and the address on the Voucher was different than where they are currently residing. Should be no problem for your purchasing Dealer to handle.

[F2V]

Guess it boils down to who at a dealer, you bought your car from. I'm not one of those mentioned above by Bill P, but he did help me several times in the past. Bill has back-backdoor phone numbers (and not just with Chry-Dodg-SRT), and goes to the wall for every one of his customers.

[bluesrt]

I can tell you this, if I sold vipers and you had a original owner 13/14 vin, I could get you one I promise

[Bill Pemberton]

Hmmm................well, sorry didn't read your note fully, but even though Dealers did not have anything to do with the Vouchers we do have Reps, so I just contacted ours and asked him to get things handled for said customers.

Just seems like a situation a Franchise holder would need to work on, as that is how he would get the future sale when his customer gets his Voucher.

[FLATOUT]

Both Shooter and I bought our cars new from Bernie at Tomball Dodge/Viper Exchange. Shooters was purchased more recently, actually he bought his roughly a week before the announcment, and I purchased mine new around 6 months ago.

Haven't heard from SRT yet but sent Bill P some info. Thanks for the help Bill and if I hear anything from JR Thompson I will let you know ASAP.

Andy



Guess it boils down to who at a dealer, you bought your car from. I'm not one of those mentioned above by Bill P, but he did help me several times in the past. Bill has back-backdoor phone numbers (and not just with Chry-Dodg-SRT), and goes to the wall for every one of his customers.


I can tell you this, if I sold vipers and you had a original owner 13/14 vin, I could get you one I promise


Hmmm................well, sorry didn't read your note fully, but even though Dealers did not have anything to do with the Vouchers we do have Reps, so I just contacted ours and asked him to get things handled for said customers.

Just seems like a situation a Franchise holder would need to work on, as that is how he would get the future sale when his customer gets his Voucher.

[commandomatt]

I do not understand why you are fighting this battle by yourself.

Tomball sold you the car. Get them to do what they are supposed to do. If they tell you that they have nothing to do with the vouchers, they are just avoiding having to go to work for you.

They were there when you had money in your pocket, ready to buy. If I were you, I would be at the dealership telling them to get it done.....not accepting any excuses about them not being able to help.

Good luck regardless how you approach it

Matt

[docwviper]

Tomball clearly hasn't stepped up. Hey Bill earn a future sale and get him his voucher....

[99RT10]

Tomball just went on my "do not call" list. Tomball dropping the ball. :(

[Herrsss]

Thanks for looking out for us dude. :)

How many Houston members have Gen V's.? You, Tony, Richard, Cody, myself. Tony already used his.

Richard got his and I used it towards my Medusa purchase - bwaahaahaa

[FLATOUT]

Quick update, I spoke with Ashley again this morning at JR Thompson and she told me that they did in fact verify my ownership status and that they are having to get it updated in the system. She said it would take a week or so and then the voucher would be mailed. Wonderful lady to talk to and I could tell she felt bad for the missunderstanding.

Thanks to everyone, Randall, Bill P, and others that offered to, and helped out!

Andy Wheeler

[swexlin]

Quick update, I spoke with Ashley again this morning at JR Thompson and she told me that the did in fact verify my ownership status and that they are having to get it updated in the system. She said it would take a week or so and then the voucher would be mailed. Wonderful lady to talk to and I could tell she felt bad for the missunderstanding.

Thanks to everyone, Randall, Bill P, and others that offered to, and helped out!

Andy Wheeler

Excellent news Andy, glad to hear. The good folks of the VOA came together, and got 'er done!

[TheAnonymousOne]

Maybe that's your problem. You think money buys you special privileges.

I'm trying my best to read more and post less here, but seriously!? Yes, money does and should buy you special privileges. That's at the heart of capitalism and it's a serious motivator. You must be one of those clowns in economy class on international flights who is upset that First and Business board first and get off the plane first.

[plumcrazy]

not good to hear about tomball

[Shooter]

So,
who do I call at JR Thompson.? I still don't have my voucher.

[daytonprowler]

So,
who do I call at JR Thompson.? I still don't have my voucher.

1-800-998-1110. Speak to Kim or Fiona and they will get you to the correct person.

[Shooter]

1-800-998-1110. Speak to Kim or Fiona and they will get you to the correct person.

Thanks Randall. Hopefully Kim will get back to me as I had to leave a msg on her vm

[Shooter]

Well found out I'm in the system. Bill Pemberton took some time out of his busy schedule to help someone who has never bought a Viper from him. Did it without me having to ask too.
Thanks Bill. I genuinely appreciate the help and info.

[Bill Pemberton]

Glad to help---

[FLATOUT]

Glad to help---

Awesome! Great work Bill P!

[KB Viper]

I lost mine and might need it soon. i just spoke with Kim and they say it takes 2 or 3 weeks to mail out a replacement.

[ViperSmith]

I lost mine and might need it soon. i just spoke with Kim and they say it takes 2 or 3 weeks to mail out a replacement.

AFAIK as long as you have the VIN they can look it up to confirm, you don't physically need the voucher.

[Bill Pemberton]

ViperSmith is technically correct, but they will also need your name and zip code --- easy to check , and your Dealer can do it for you by looking under the TDM section, after opening the Incentives Configurator portion of Dealer Connect.