My 9 Month Review
I wanted to write about my experience with the Van so far. Being a Toyota and Lexus owner all my life I took their reliability for granted and their customer service. I live in the CA Bay area, so our cars are hardly stressed. My wife and I are both road warriors and drive on average 5000 miles a month between our three cars. We drive so often that we average replacing a car every 3 years.
I feel bad because I did my research and thought this car was the one for our family and convinced my wife this is the car for her. I did my research and spent countless hours test driving all the minivans out there back in October 2018. I even paid extra just to get the 2019 model so my wife would get the latest. I literally spent a full week testing everything on all the cars including having the sales person drive me while I sat in the back. What I could not have accounted for was the reliability of the product the moment it leaves the dealer, and what's worse is the lack of good dealerships to support the product. The only saving grace I have is that I bought the extended warranty even though I normally don't buy it with my other cars. Thank god all of this has been covered under warranty but the amount of time I have taken out of my normal routine has been a drag on me. I am at my whits end on this car.
Here are the summary of issues so far.
1. 254 miles, 3 days off the Dealer Lot. Car won't start and dash indicates "Service Transmission". Car needs to be towed in. Dealer reset computer code and it started working again. STAR case was opened and no one could provide me a root cause, they were so quick to mark the issues resolve and move on. Issue has not returned and it's been 9 months, but it still lingers in your mind if this car strands my wife and kids.
2. Good dealer support is hard to come by where I live. I live in a major Metro area and so luckily I have options, though further drives. My warranty experience has been with Stevens Creek CJDR mostly but the 3 within a 15 mile radius aren't any different. Dealer would keep your car and don't even call you to update you. I ended up every time having to call them and it always goes to voicemail. Even Chrysler Corporate made a comment about how hard it's been to reach them. I have phone records showing I called 20 times. I even called one time while at the dealer to see the phone ring while the staff just sit there and let it go to voicemail. I have to end up driving to them every day to get an update, luckily they are 3 miles away. It was the only way to keep issues moving forward. I got the sales people to help me and they told me it was a common experience with their service department, they even told me not to use them. I witnessed the service staff yelling at the sales guy when he tried to help me out.
A second dealer I also used, told me their only Hybrid guy got injured and he's 2 months out. Please call another dealer.
I posted on another thread about good dealers in the Bay Area and haven't gotten a response. I am really willing to drive up to 100 miles for a decent dealer.
3. Memory seat stops working. Turned out it was a loose cable below the chair.
4. Dashboard started de-laminating and forming large bubbles. It's covered under warranty but I am scared to create more issues since it's a pretty labor intensive task to replace the dash.
5. Check Engine light, Error code U0594. Called dealer and they said don't worry about it if it clears itself. Come in if it happens again.
6. Finicky with Chargers. Sometimes it doesn't want to charge with certain chargers or charging would randomly stop. Chargers would be used by other EV cars without issues.
7. UConnect doesn't save settings across starts. Tried multiple keys.
These random issues and the lack of good support is just so frustrating.
At this point I have no choice but to look at a lemon law attorney.