Originally Posted by Taprod
Well FCA has come to the party and is covering the cost of the new water pump. I must give them credit, they’ve been pretty easy to deal with and reached a decision pretty quickly. I would have preferred labour costs to be covered too of course but given the circumstances and the fact that I have run out of energy to keep battling the dealership, I’m happy to leave it at that. At least someone was willing to listen to me.
It appears on this occasion that the weak link is the dealership. Exacerbated by their ultra-defensive attitude and poor customer service.
Now to find a mechanic that actually knows a thing or two about Jeeps.
Sent from my iPhone using Tapatalk
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.
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.
Sent from my iPhone using Tapatalk