HUGE Thank you to Mark Jorgensen and John Gastman!!

[Malu59RT]

About 3 weeks ago, I had the dreaded defroster issue with my Viper, while attending a VOA meeting with the N. Tx Group. Shortly after leaving lunch, my phone must have hit the defroster button, and I found myself on the side of the road 50 miles from home needing a tow to the dealership. D'Ann Rauh had pulled over to help and contacted John at Roanoke about the issue, who took my call Saturday evening to talk me through the process and what all would happen and how long it would take. I assumed this would be a straight forward repair, as it is a documented issue, but my claim was initially denied by Chrysler warranty after a week of waiting. Understandably upset, I contacted Mark, who has always been available to answer questions for me, since I got my first Viper in 2008. I called him on his cell, and he got in contact with the right people at SRT to look further into the issue, and eventually got the issue covered under warranty. I finally picked up the car yesterday from the dealer, and am just happy to have my car back after all of this.

I just had to say thanks to Mark and John, who were available each time I called, and took their time to answer my questions, never making me feel rushed or unwelcome, even though they wouldn't make a dollar off of me. They are huge assets to the Viper community, and even followed up with me to see how things turned out. They helped make a pretty frustrating experience easier to deal with it.

BTW, I posted a thread earlier to warn others about this, because you don't want to find out you have this issue the hard way. My hands were cut up digging my camera equipment and personal items from the back of the car, I have glass shards embedded throughout the carpet in the hatch, as well as in between the body panels, and a few paint chips from where the glass chips fell on the car. There is obviously no way I am having anyone repaint the car unless it's Prefix, so it will stay as is. Also, the CF hatch has the burn marks and is not replaced as part of the repair.

[ACRucrazy]

That is crazy the carpet, paint or hatch burn issues are not taken care of under warranty. It's even more crazy they denied your claim at first. I would raise hell very quick.. Wow.

[swexlin]

Thanks for the update, and nice to hear of good service. Dumb question from me - why did it require a flatbed? The broken window doesn't make the car not drivable, at least to get to a dealer? Or am I missing something? Thanks

[Simms]

Both great guys and assets to the viper community.

[Malu59RT]

That is crazy the carpet, paint or hatch burn issues are not taken care of under warranty. It's even more crazy they denied your claim at first. I would raise hell very quick.. Wow.

Dealership tried to clean as much as they could out of the carpet, but there's only so much they can get out. I'll have to go through it one weekend and take my time to dig out all the very small pieces.

Mark and John explained the process they use to submit claims (digital imaging) so they send photos and a brief description, and the dealer probably didn't describe the situation correctly. I sent in my photos and an explanation of what happened to the SRT rep, and they had a 3rd party engineer come out and look at the car.

Thanks for the update, and nice to hear of good service. Dumb question from me - why did it require a flatbed? The broken window doesn't make the car not drivable, at least to get to a dealer? Or am I missing something? Thanks

I was 50+ miles away from the dealer, and didn't want to drive it with the glass shattered like that. Maybe not necessary, but I didn't want glass shattering and falling further while i was driving it, or be responsible if the whole thing flew out and hit someone behind me.

[Crotalidae]

Great customer service Mark & John!!!

[ViperSmith]

My wive's Rav4 was broken into and glass everywhere. The best thing to use is a few rolls of duct tape and slowly pick up all the shards.

Takes forever, but very effective.

Then again 7 years later we find a random chunk of glass.

[JonB ~ PartsRack]

And lest the entire community worry, this is a well-documented issues on Only 2013 Very, Very Early-build date Vipers... ONLY. There is actually a TSB on the issue, with a build-date-cutoff that is known. Most are 2-digit vins, but since VIpers are not built in sequence, a very few can be a low-3-digit number. The MDH on the door matters,

The issue is so rare that your dealer and the 'generic' Customer-No-Service squad at VCA 800 line were unaware, DESPITE THE TSB.

NO SURPRISE that John and Mark were a great help....

[ACRucrazy]

Id replace the carpet in the back. Other than that, glad you have it back on the road! Love those LEs!

[ViperPete]

My car is number 000097. Is that a very early car? I got my car used and I haven't turned on the defroster so I am afraid!

[viper04]

Both great guys and assets to the viper community.

+1 for sure.

[Boba Fett]

WOW, great on Mark and John-Duly noted

[Jdmuscle]

I must say... Mark is on point with communication. Most people don't realize what a blessing that is... And it actually makes the ownership experience of this car better. Thanks Mark.

[swexlin]

I must say... Mark is on point with communication. Most people don't realize what a blessing that is... And it actually makes the ownership experience of this car better. Thanks Mark.

Agreedn a great asset to our community!