All: I could use a little feedback. I cannot find this exact subject addressed anywhere. Like many of you I have a 2008 JKU I bought new, and it came with the lifetime powertrain warranty. I do all my own fluid services. At 5 years I had it inspected. The dealer, whom I trust (rare, I know), asked if I had records, but did not need to see them. The warranty was extended, no issue.
Last month I visited for my 10 year inspection. This time the dealer asked for records saying Chrysler would need to see them. I supplied them email photos of my logs and receipts, everything was there. In early January they told me the Area Manager for FCA had denied renewal and voided the warranty. The reason, I had not had my service done at Chrysler dealer.
We are all familiar with the Magnuson Moss Warranty act of 1975. I quoted this back to the dealer who didn’t really comment, but stepped aside and referred me directly to the Chrysler Customer Care line, saying the decision had been made by FCA, not by the dealer, and there was little they could do. They would not give me the contact info for the FCA area manager who made the decision.
I’ve been off and on with FCA’s Customer Care for several weeks, and have pressed pretty hard. Initially they said no, then agreed to review the case and asked me to fax them my records, which I did. Along with that I included a printout directly from FTC.gov detailing the fact that by law they must allow an owner to do their own work. They also had called the dealer, and Customer Care acknowledged the dealer had told them the reason for denial was not having the vehicle serviced by Chrysler. But, again it came back with a no. I bumped it up to a supervisor, who called yesterday evening with a no, but said they would talk to the dealer today and get clarification.
She also stated this has happened before, and they do not reinstate the warranty. And that Customer Care does not have the authority to overrule an Area Manager.
I’m very much aware of people having issues because they did not have their inspection. That does not apply in this case. I followed all the rules as stated in my warranty book.
I’ve asked for notification in writing from FCA, with the reason clearly stated. Customer Care declined to do so, sending me back to the dealer for that. I have it from the dealer already. I need it from FCA.
Obviously this is a clear violation of Magnuson Moss and a breach of contract without legitimate cause. But, FCA will do what they want despite the legalities, as I am only one small voice they can easily ignore. My question to you is, has anyone else been in this situation and successfully won reinstatement?
Admittedly the warranty has been good to me, but this is now a moral and legal issue. I do not intend to just sit back and let them take advantage of me. My plans are to have a chat with the service manager, attempt to get the contact info for the area manager and talk to him, then if necessary file a grievance with the FTC and the state attorney’s office, but I doubt that will get me anywhere. Any other suggestions? Thanks.
Last month I visited for my 10 year inspection. This time the dealer asked for records saying Chrysler would need to see them. I supplied them email photos of my logs and receipts, everything was there. In early January they told me the Area Manager for FCA had denied renewal and voided the warranty. The reason, I had not had my service done at Chrysler dealer.
We are all familiar with the Magnuson Moss Warranty act of 1975. I quoted this back to the dealer who didn’t really comment, but stepped aside and referred me directly to the Chrysler Customer Care line, saying the decision had been made by FCA, not by the dealer, and there was little they could do. They would not give me the contact info for the FCA area manager who made the decision.
I’ve been off and on with FCA’s Customer Care for several weeks, and have pressed pretty hard. Initially they said no, then agreed to review the case and asked me to fax them my records, which I did. Along with that I included a printout directly from FTC.gov detailing the fact that by law they must allow an owner to do their own work. They also had called the dealer, and Customer Care acknowledged the dealer had told them the reason for denial was not having the vehicle serviced by Chrysler. But, again it came back with a no. I bumped it up to a supervisor, who called yesterday evening with a no, but said they would talk to the dealer today and get clarification.
She also stated this has happened before, and they do not reinstate the warranty. And that Customer Care does not have the authority to overrule an Area Manager.
I’m very much aware of people having issues because they did not have their inspection. That does not apply in this case. I followed all the rules as stated in my warranty book.
I’ve asked for notification in writing from FCA, with the reason clearly stated. Customer Care declined to do so, sending me back to the dealer for that. I have it from the dealer already. I need it from FCA.
Obviously this is a clear violation of Magnuson Moss and a breach of contract without legitimate cause. But, FCA will do what they want despite the legalities, as I am only one small voice they can easily ignore. My question to you is, has anyone else been in this situation and successfully won reinstatement?
Admittedly the warranty has been good to me, but this is now a moral and legal issue. I do not intend to just sit back and let them take advantage of me. My plans are to have a chat with the service manager, attempt to get the contact info for the area manager and talk to him, then if necessary file a grievance with the FTC and the state attorney’s office, but I doubt that will get me anywhere. Any other suggestions? Thanks.