Owned less than 24 hours before visit to service dept - 2017+ Chrysler Pacifica Minivan Forums
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post #1 of 11 (permalink) Old 11-01-2016, 09:26 AM Thread Starter
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Owned less than 24 hours before visit to service dept

I purchased my Limited with advanced safety tec group last Friday and drove off the lot around 3:30pm. After driving my daughter to soccer that evening (so cliche, I know), I noticed a clicking noise from the passenger side tire area. With every bump and left turn, it got worse. Then, Saturday morning, I noticed the passenger side daylight running light LED strip was not working.

So LESS THAN 24 HOURS later (and about 20 miles) after I drove off the lot in a brand new car, I was at the service department.

Still in the shop. They told me it needs a new strut because that one is defective, which is backordered. I went to pick it up yesterday to drive until the part came in, because they said they had fixed the headlight and it was safe to drive. Well, got there and the headlight was not fixed because I told them it was a HEADLIGHT issue and NOT a DAYLIGHT RUNNING LIGHT issue. Semantics. Really?? Wouldn't a service tech look at both? Seriously.

At this point, really regretting my decision to go with the Pacifica.
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post #2 of 11 (permalink) Old 11-01-2016, 09:32 AM
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Welcome to the forum! I'm sorry to hear that your first experience with your new Pacifica is negative. I've got a couple issues with mine as well, but pretty minor compared to yours. Can they give you a loaner vehicle in the meantime?

2017 Pacifica Limited - Molten Silver/Mocha
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post #3 of 11 (permalink) Old 11-01-2016, 10:00 AM
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Quote:
Originally Posted by stuffedwithfluff View Post
I purchased my Limited with advanced safety tec group last Friday and drove off the lot around 3:30pm. After driving my daughter to soccer that evening (so cliche, I know), I noticed a clicking noise from the passenger side tire area. With every bump and left turn, it got worse. Then, Saturday morning, I noticed the passenger side daylight running light LED strip was not working.

So LESS THAN 24 HOURS later (and about 20 miles) after I drove off the lot in a brand new car, I was at the service department.

Still in the shop. They told me it needs a new strut because that one is defective, which is backordered. I went to pick it up yesterday to drive until the part came in, because they said they had fixed the headlight and it was safe to drive. Well, got there and the headlight was not fixed because I told them it was a HEADLIGHT issue and NOT a DAYLIGHT RUNNING LIGHT issue. Semantics. Really?? Wouldn't a service tech look at both? Seriously.

At this point, really regretting my decision to go with the Pacifica.
Welcome and sorry to hear about the issues. There are teething pains to be expected buying a new model, but it still sucks. It would be different if the service at the dealership was better, but alas, it is also not. I feel your pain. Our trip into the dealer for a Evap leak was less than exemplary, but my wife and I are coming from premium brands and to expect the level of service they provide is too much to hope for I guess. The service writers are very specific when it comes to repairs, I think that's more an issue with FCA corporate though, as I assume the dealership is reimbursed by FCA someway for the warranty repairs. So if they don't write it up correctly or do additional repairs, they won't be compensated. But I imagine you would find similar experiences at Honda or Toyota dealers as well, but it's still discouraging. Hopefully you won't have any more issues, sometimes there are just bad parts, it happens, but that's why they have a warranty. And maybe try a different dealership as well next time around. I know I will be.
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post #4 of 11 (permalink) Old 11-01-2016, 11:01 AM
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There is a ChryslerCares representative on here that seems to be very helpful (no personal experience), and she appears to do a good job following along the messages. You might do a search for them and send a message about your problems.
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post #5 of 11 (permalink) Old 11-01-2016, 12:41 PM
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Quote:
Originally Posted by stuffedwithfluff View Post
I purchased my Limited with advanced safety tec group last Friday and drove off the lot around 3:30pm. After driving my daughter to soccer that evening (so cliche, I know), I noticed a clicking noise from the passenger side tire area. With every bump and left turn, it got worse. Then, Saturday morning, I noticed the passenger side daylight running light LED strip was not working.

So LESS THAN 24 HOURS later (and about 20 miles) after I drove off the lot in a brand new car, I was at the service department.

Still in the shop. They told me it needs a new strut because that one is defective, which is backordered. I went to pick it up yesterday to drive until the part came in, because they said they had fixed the headlight and it was safe to drive. Well, got there and the headlight was not fixed because I told them it was a HEADLIGHT issue and NOT a DAYLIGHT RUNNING LIGHT issue. Semantics. Really?? Wouldn't a service tech look at both? Seriously.

At this point, really regretting my decision to go with the Pacifica.
Hi stuffedwithfluff,

Sorry to hear about this experience! Iíd be happy to follow up with your dealership for you. Please PM our page with your VIN and contact information if thatís the case.

Andrea
Chrysler Social Care Specialist
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post #6 of 11 (permalink) Old 11-02-2016, 10:35 AM Thread Starter
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I am in a loaner, now on day 5. They are replacing entire headlight assembly, because it was a problem with the LED strip, supposedly. Still waiting on the strut. Contacted Andrea with Chrysler. Getting more and more frustrated as the days go on. Really ridiculous that I have owned the car since Friday afternoon and have had it in my possession only about 19 hours (most of those spent sleeping).
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post #7 of 11 (permalink) Old 11-02-2016, 11:46 AM
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Quote:
Originally Posted by stuffedwithfluff View Post
I am in a loaner, now on day 5. They are replacing entire headlight assembly, because it was a problem with the LED strip, supposedly. Still waiting on the strut. Contacted Andrea with Chrysler. Getting more and more frustrated as the days go on. Really ridiculous that I have owned the car since Friday afternoon and have had it in my possession only about 19 hours (most of those spent sleeping).
Hi stuffedwithfluff,

If you PM'ed us I don't think it went through. You can send an email with your information to [email protected] if that is easier. Just put "ATTN: Andrea" in the subject line!

Andrea
Chrysler Social Care Specialist
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post #8 of 11 (permalink) Old 11-10-2016, 11:10 AM
Pat
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Chrysler is a premium brand. However, I am using a dealership in Southern Maryland due to previous bad experiences with one 75 miles away in Virginia (condescending attitude, especially with my wife, poor service, etc. etc. etc.) They have been much better, and I am confident in a good outcome.
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post #9 of 11 (permalink) Old 11-10-2016, 11:57 AM
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Stuffedwithfluff:

So sorry to hear about your continued frustration and issues with both the vehicle and service. I feel your pain. I had a BMW that I owned for no more than a few weeks before I had an issue that took a month for them to attempt to resolve only to have the issue come back worse a week later. I won't go into the details, but they did the right thing and bought the vehicle back after some months of back and forth with the car sitting in my driveway being unfit to drive IMO for months as the back and forth negotiation went. Eventually they bought it back and let me walk away and gave me a refund of the amount paid minus mileage. It was a custom ordered $100k car. I'm not mentioning the price to show off. I'm only mentioning it to present the point that it doesn't matter the price, the manufacturer, etc. issues will randomly occur every so few builds even if it's brand spanking new. In total I had the car for roughly 6 months.

Point being, these things happen to even brands that are generally deemed solid "premium" brands. It's the nature of mass production of any product, but more expected on first run products. With cars that tends to be the first year any new generation of vehicle models are released. I completely get that this doesn't seem like a good excuse, but it happens to any manufactured item. Refinements, tweaking, fixes, etc. happen over time and year 2 of a model's generation released is typically when the vehicles are more "stable".

With all that said, I'm on multiple major BMW forums and I don't think I've ever seen BMW respond to any posters with vehicle issues and I know they monitor the forums. They just don't take the time to respond to posts which is rather unfortunate. Granted their forums get significant more traction that this one, I feel it's still no excuse to not at least reply to the critical ones that could mean life or death.

So, I give Chrysler kudos for having someone review this forum on a daily basis responding to people as best they can, even if it's only to say sorry about your issue and to contact them directly so that they can help you schedule an appointment with your local dealer. It shows they pay attention, it puts the manufacturer on notice that issues exists with the hopes that at some point collectively these issues are presented to the powers that be which translates to faster and better refinements for future releases while producing viable fixes for current issues under warranty.

I'm writing in hopes to help you not feel so discouraged about your choice in the vehicle. As long as they can resolve the issue and make your vehicle safe to drive again, that's all that matters. If they hold your car long enough, try asking for some compensation for the loss of time in which you weren't able to drive your vehicle since it's been in the shop due to factory defect. Sometimes, depending on the manufacturer/dealer if they have the vehicle for a lengthy enough time, they'll find a way to compensate you for your troubles. I don't know how lengthy it would be for Chrysler, but I would say minimum of 2-4wks in the shop never seeing your car during that time frame is lengthy enough to warrant that conversation.

Last edited by kryptik-pacifica; 11-10-2016 at 11:59 AM.
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post #10 of 11 (permalink) Old 11-10-2016, 03:24 PM
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problems with van

When I bought mine it had a couple issues when we test drove it but I bought it anyway because the salesman said it would be fixed and I did business with him before and trusted him. He said to call up service the next day because they were closed for the day at the time. Next day I called up service to make a appointment and told them jerry davis said to make a appointment for a couple of problems I had with the car. They said to bring it right out now. They had to order a new in-car key fob antenna and said to come back tomorrow without a appointment.It took about 30 minutes to fix and Jerry my salesman was right there checking on it to see that it was fixed. Good service from salesman and frank Boucher of janesville .I might add that I have not had any other problems yet and am very happy with car. Have had very good luck with dealer and I guess I can see why he owns 17 or 18 Other dealerships because of the service and attitude of the people at the dealership.
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