My GenV Dealer/Service Journey Experience

[ViperTony]

So, got a recall notice for the seat position sensor/airbag (P52) and a campaign for the door node module reprogramming for the window learn feature. I started this journey last fall when the recall was first announce but parts unavailable. I live in CT and while Viper techs have been non-existent here for decades it hasn't gotten much better. I knew that it would be a long journey to find someone, if at all, around here but I'm determined to give it a try.

I visited the DriveSRT.com website and looked up dealers. I figured any dealer that shows the Stryker logo would have techs and certified to work on/sell the GenV. The list was short. About 5 dealers in CT that I could research.

Dealer #1:
I contacted this dealer in October of last year. Service guy was knowledgeable about the recall but stated parts were unavailable. He would order them when available and contact me when they arrived to schedule an appointment. I asked for the name of Viper tech but he would not give me the name nor let me speak with him. OK. Anyway, winter came and went, no phone call from the dealer. I called the dealer in February. Another rep stated "Yes, we have you in our system and the part has been ordered. We'll contact you when it arrives." March, April and now May but no call from this dealer. I called the dealer, got a different rep and he told me the part wasn't ordered. I said "Thank you but good-bye"

Dealer #2:
I contacted this dealer in March since Dealer #1 was sluggish. Same drill. I knew the P52 recall details so I had to walk him through it. They've never done one, it's OK, but damn. Looked up the work to be done based on my VIN. Said part would be ordered, etc. I asked if they have a certified Viper tech WITH experience working on Vipers. He said yes and would put me in touch with him when he was back from vacation. OK. Told me he'd call within 2 weeks. Mid April, I call after not hearing back. Different service tech. Tech says he shows the part as being ordered but not arrived yet. He told me it would 3-5 days for the part to arrive and that he would call and schedule an appointment. I said that if it takes 3-5 days and it was allegedly ordered a month ago then...um...I smell b.s. He said he doesn't know why it's taking so long to arrive. Mmmk. Today, a month later after the last call, I called back. Got a different service tech. This guy was really beyond clueless. He couldn't find my information in their system then he found it almost 1/2 hr into the call. He says he shows the part in stock. I asked as to why nobody called me like they promised to, his answer was "I don't know". He asked me if I want to schedule an appointment, I said yes but I'd like to talk to the Viper tech first. He said it was not possible because they had only 1 tech and he was busy. He did offer to let me speak with him when I bring the Viper. I agreed. Appointment scheduled.

I realized I forgot to ask about a loaner car. P52 states the dealer must provide a loaner to the customer. Called back and got clueless again. He said "No loaners". I asked him if there would be a better day when a loaner would be available. He said "You don't understand, we don't offer loaners. Period." OK. I thanked him, cancelled my appointment and went to dealer #3 today. It wasn't due to the loaner but none of them gave me ANY confidence they knew what they were doing. Sorry.

Dealer #3:
Progress or so I thought. Not only was the service rep knowledgeable, courteous and on top of it but they had the part in stock!!! Woo-hoo!!!! I would also be able to speak with the Viper tech when I bring the Viper in. Great! When I asked about the loaner she said "Only if it's part of the service contract." I'm like What?!? She told me that if I purchased a service contract when I bought the Viper, then Yes, I would get a loaner. Ok, this is news to me. I read the paragraph from the P52 that explains the loaner. She says I understand we don't give out loaners we use Enterprise Rental for that and it's free to the customer if you have a service contract. She was going to speak with her service manager to get "clarification". I told her to take her time.

Now, I'm fully aware of the service problem. But as I wrote earlier I was determined. This is really messed up in so many ways it's....it's so full of fail it's a win. Really. Meanwhile, my new Dodge Ram....I've had ZERO issues with service from one of these dealers. It's the complete opposite of how they handle the Viper service process.

Dealer #3 just called. Can't wait to hear the VM. I'm going to end up shipping the Viper to Woodhouse, I just know it.