Quote:
Originally Posted by Taprod
So recently going through the garage I came across the original invoice which demonstrates that I raised this issue well inside warranty period and it is even notated ‘warranty’ by the dealership.
After calling the dealership to find they no longer exist I was forced to write to FCA demanding a full refund for everything I paid over this issue, minus the reparations they had already made. I provided the proof, as well as the service history the dealer gave me in 2017 after 2 months of asking. This service history looked to have had details which would have proved my case in the first place, deliberately omitted. Here is what ‘Jason’ at FCA said in his email to me on Friday:
Dear Mr Meyer,
Thank you for your recent email.
I have referred this case onto our technical assistance team to review the matter and provide some further assistance.
We assure you that FCA is committed to complying with its obligations under the applicable consumer laws in Australia.
FCA management has reviewed the circumstances of your request for goodwill assistance, and advises you that FCA will cover 50% of the cost of parts only relating to the repairs of your vehicle, and 50% of parts as well as 100% of the cost of labour will be payable by you.
This decision is based upon the vehicle being outside of manufacturer’s warranty by time.
This decision is final, and FCA considers the matter to be closed.
FCA also acknowledges that should you not be satisfied with the resolution, you may consider pursuing this matter further through external avenues of recourse such as relevant Fair Trading/Consumer Affairs bodies in your state, the Australian Competition and Consumer Commission (ACCC) and/or seeking legal advice.
Yours sincerely,
_________________________________________
Jason
FCA Customer Assistance
I actually had to call today to have the email translated, but essentially FCA are treating it as ‘outside of warranty by time’ as opposed to the warranty issue I have proved it to be.
It’s just beyond frustrating that they will so brazenly avoid their responsibilities. I spoke to this ‘jason’ on the phone today and he could not give me anything specific outside the script he quite clearly is told to keep to, which only adds to the frustration.
I visited Ashton’s website but it just appears to direct me to filing another complaint with FCA which I know will go nowhere, so over a matter of $711, I’ve lodged a complaint with Access Canberra Fair Trading (the consumer affairs body in the ACT).
It’s quite unbelievable it’s come to this. I had to hide my fury on the phone today because I know it’s not this poor ‘Jason’s fault, but their complete unwillingness to share even the most basic logic or acknowledge that it’s a warranty issue rather than ‘good will’ as they put it just grinds my gears.
Good will is something Jeep and FCA are completely devoid of.
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So, there is a happy end to this story.
First, I contacted Access Canberra, the local consumer law enforcer. Except that they’re not really an enforcer, they can just write angry letters of demand. In any case, they decided not to pursue my case as they didn’t believe my case was strong enough for warranty, and they completely ignored my clear case under the consumer guarantee.
At this point I was pulling my hair out and resorted to messaging the destroymyjeep Facebook page. They replied with a lot of good advice and among other things, the email of the ACCC chairman. They told me to basically send him the same complaint.”, so I did.
To my surprise, he wrote back in 24 hours and said someone would be in touch from his national compliance team. Well, someone did get in touch with me. I sent her all of my supporting documentation. And she said she would make a representation to Jeep but couldn’t promise anything.
Today I got a call from Jeep customer service asking where they could direct my money to! It is the full refund as I had originally requested.
When I rang the lady at ACCC to thank her, she said that FCA had reexamined my case and found that after receiving new documentation, mine was a warranty claim after all!
Funny how they hadn’t received any new documentation, just the same stuff from a different source, and one with a bigger stick! I also think they gave that reason so they didn’t have to admit to failing to honour the consumer guarantee.
So anyway, anyone who is fighting FCA, don’t give up. Their system is designed to make you think you can’t win, but you can!
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