I have read through a number of the entries on the "Chrysler Products
Problem Page," and can empathize with many of the stories' authors.  It is
unfortunate, annoying, and sometimes life-threatening when problems occur
with your car.  In a lot of instances, problems with vehicles stem from
misuse and abuse. From my experience as an employee of a couple car
dealerships, I would agree that there are problems that arise are the result
of poor engineering.

Regardless of the cause of the problem, the first entity that hears about it
is typically a car dealer, or more specifically, the service advisor at a
car dealership.  From my experience in dealing with these sorts of problems,
owners often take the wrong tack in approaching the service advisor.  Anger,
shouting, and general aggressiveness towards a person is not a very
effective means of motivating that person to act in your best interest.
Despite this, customers often enter a car dealership on a rampage driven by
the belief that the louder and angrier they are, the more action is going to
take place.

Further, in cases where problems are not clearly covered under the
manufacturer's warranty, the dealer has very little decision-making power
with regards to repairing the problem at the manufacturers expense.
Bringing the problem to the dealer's attention is advisable.  Requesting
that the dealer forward the complaint to the manufacturer's rep. (a.k.a.
"the Zone Manager") is recommended.  Making a call to the customer complaint
line (a toll-free number that all manufacturers offer, as far as I am aware)
is key.  Persistent but controlled complaints are definitely thought of more
highly than erratic and explosive barrages.

I must concur with the hyper-link entitled "how to get your money back"
contained in the Chrysler Products Problem Page: the Zone Manager is very
influential.  He may not get your money back, but he is committed to try and
resolve your problem.  Unlike the dealer, the Zone Manager has the authority
to make decisions on how to spend the manufacturer's money in situations
where the dealer's hands are tied by the limitations of warranties.  The
dealer, though, is important in the equation as a "conduit for information."
The Zone Manager has a lot of ground to cover and therefore requires the
dealer to perform field work for him in assessing problems.

In closing, I have to say that manufacturers and dealers as a whole have
definitely gotten better at resolving problems for customers based on my
experience (15 years).  They want to help, in fact it is their job.
Animosity brought on by frustration, anger, etc. does little to help start
or speed the process.  Using the resources of the dealer and understanding
the dealers' limitations are very important components in resolving issues
that seem to be manufacturing or design flaws.

Yours truly,

Andrew Heys
Andrew

___________________________________________________________________________
Andrew Heys                         	      home phone: (250) 756-1522
133 Cilaire Drive                           	      or: (250) 758-2397
Nanaimo, B.C., Canada               	      work phone: (250) 390-3030
V9S 3E2                                     	      or: (250) 390-3031
				      		work fax: (250) 390-4016