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Z11 Recall Repair Experience

17K views 104 replies 45 participants last post by  ChryslerCares 
#1 · (Edited)
I took my 2018 Pacifica Hybrid in for service under the Z11 recall. Here was my experience:

- When I arrived, the technician looked at the recall and said, “Oh, this stupid one. I don’t know who came up with this.” He expressed very low confidence that this “inspection” was anything other than a facade.

- The dealership did not know they were supposed to provide transportation and did not have a loaner car available for me. They essentially took the keys and said “See ya in two days.” When I complained, the service manager came in and managed to find an available Fiat 500.

- The recall took from Weds morning to Friday morning.


- When I picked up my car, it was as I left it. They did not fuel the vehicle or vacuum it. The oil change indicator was on (since I’ve been using the engine more than usual), but they did not bother changing oil.

- They did not mention or offer any kind of courtesy service package.

All in all, par for the course for Chrysler by this point. I joked with the technician I’d be seeing him again in six months when cars start burning again.
 
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#56 ·
Not all dealers have the tools/ equipment required for this recall. We scheduled the repair, figured get the oil changed and safety inspection (state required). Dealership took the appointment, confirmed it so we took the van in. No loaner offered….they did offer to pickup and drop off the van from my house which was nice. Van gets picked up at 9am….at 1pm called by the dealer saying that they do not have the equipment to complete the recall as Chrysler has not provided the dealership with the required equipment. Instead they tell me that they can refer me to ferrish Chrysler to complete the repair. No thanks as ferrish could not resolve my suspension issues and lost my keys during one of my visits, there was no way I can trust them to actually fix something correctly. So far….experience getting the recall fixed…not good


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#57 ·
Not all dealers have the tools/ equipment required for this recall. We scheduled the repair, figured get the oil changed and safety inspection (state required). Dealership took the appointment, confirmed it so we took the van in. No loaner offered….they did offer to pickup and drop off the van from my house which was nice. Van gets picked up at 9am….at 1pm called by the dealer saying that they do not have the equipment to complete the recall as Chrysler has not provided the dealership with the required equipment. Instead they tell me that they can refer me to ferrish Chrysler to complete the repair. No thanks as ferrish could not resolve my suspension issues and lost my keys during one of my visits, there was no way I can trust them to actually fix something correctly. So far….experience getting the recall fixed…not good


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Based on the responses here and Facebook the chances of having this recall go smoothly are extraordinarily slim. Maybe in another year they will get it right and have the procedure down. I'm not going in until the horror stories start to slow down so likely 2024 or beyond
 
#62 ·
Hello,

Loaners are first come at the dealer, if there are none available during the time your vehicle is down at the dealer, you are more than welcome to rent a vehicle on your own at $60/day, call our Customer Care Team to have them open a case with our Recall Specialist for reimbursement.

1-800-992-1997

William
Chrysler Cares
 
#59 ·
I just noticed something strange. Last fall I took my car to the Chrysler dealer here in Iceland for oil change and they said they would perform this recall fix as well. A few days later I could see it as fixed on the mopar.com page, but just now I was looking and for some reason it is marked as incomplete now.

Does anyone have an idea of why that could be?
 
#60 ·
I just noticed something strange. Last fall I took my car to the Chrysler dealer here in Iceland for oil change and they said they would perform this recall fix as well. A few days later I could see it as fixed on the mopar.com page, but just now I was looking and for some reason it is marked as incomplete now.

Does anyone have an idea of why that could be?
Because they performed it incorrectly and likely needs to be redone.
 
#68 ·
I dropped our 2018 PacHy off at the local dealer on 11/16/22 and picked it up the following week. All requested service work was completed as usual. I have yet to receive a voucher from Chrysler for the three oil changes associated with the recall. Has anyone else had this problem?
 
#79 ·
I just booked appointment today. I'm not feeling confident.

Service advisor first said I need to drop car off so they can inspect it. I asked about loaner or rental. They said it only takes an hour. I pointed out that notice and supporting doc say it's 1.5 to 2 days. They said that's only if they find a problem and need to order parts. Hung up and called another service advisor who reluctantly said they will provide a rental for the day.

I will bring the recall procedure guide with me. Chances seem slim that it will be returned with full charge and full tank of fuel per Chrysler guidelines.
 
#80 ·
I just booked appointment today. I'm not feeling confident.

Service advisor first said I need to drop car off so they can inspect it. I asked about loaner or rental. They said it only takes an hour. I pointed out that notice and supporting doc say it's 1.5 to 2 days. They said that's only if they find a problem and need to order parts. Hung up and called another service advisor who reluctantly said they will provide a rental for the day.

I will bring the recall procedure guide with me. Chances seem slim that it will be returned with full charge and full tank of fuel per Chrysler guidelines.
You're screwed. Contact Chrylser Cares before your appointment with these clowns 🤡🤡🤡.
 
#84 · (Edited)
Took a full 5 days from drop off to pick up.

Vehicle returned with a full charge, but no fuel added to tank which was at 1/4 when I brought it in. Oh, but wait ...

I asked them to check shocks / suspension while it was in. They said it needed sway bar links and that they replaced them under warranty.

Picked up car and drove home. Looked underneath. Original sway bar links still there. Walked around car. Big scrape/ scuff on right rear wheel. Still fresh and powdery. I had detailed vehicle day before drop off, so I would have noticed it. Immediately sent email with pics to service manager (Friday evening). Have heard nothing back ( ow Monday evening).

Now that I am looking at the wheel, I notice the direction of the scuff is from rim toward center. It would be 90 degrees the other way if it were a normal curb rash. Maybe from a wheel dolly or other tool?

Is there any way to tell if Z11 Software update actually did install successfully, or did they just claim it was?

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#85 ·
Took a full 5 days from drop off to pick up.

Vehicle returned with a full charge, but no fuel added to tank which was at 1/4 when I brought it in. Oh, but wait ...

I asked them to check shocks / suspension while it was in. They said it needed sway bar links and that they replaced them under warranty.

Picked up car and drove home. Looked underneath. Original sway bar links still there. Walked around car. Big scrape/ scuff on right rear wheel. Still fresh and powdery. I had detailed vehicle day before drop off, so I would have noticed it. Immediately sent email with pics to service manager (Friday evening). Have heard nothing back ( ow Monday evening).

Is there any way to tell if Z11 Software update actually did install successfully, or did they just claim it was?
Ping @ChryslerCares

And out the dealer! Who are they?
 
#88 ·
I hate to be the person who only joins a forum to complain, but I thought I ought to warn others of my experience trying to get the Z11 recall addressed. I’ll be as brief as possible, but this has been (and continues to be) a saga. TL;DR – Our van has been at the dealership for 6 weeks now with no compensation and timeline for the issues to be resolved.

Like others, I held off for some time in booking an appointment to have the Z11 “fixed” so the dealerships would have time to get some experience in the procedure.
After receiving countless letters from Chrysler warning me to get the recall addressed (and random emails from Chrysler Customer Cares saying they couldn’t get in contact with me – even though no one ever left me a voicemail, email, or letter, other then the generic recall letters), I started calling local dealerships to schedule an appointment. The first dealership in Castle Rock, CO wouldn’t call me back. Other local ones are AutoNation dealerships. They just said they didn’t have the “parts” to do the recall, even though this is really just a procedure – which I pointed out - but they clearly just didn’t want to deal with the recall.
I then called Chrysler Cares, who would only put me on hold while they tried to call Castle Rock dealership.
I finally got someone at Castle Rock to pick up the phone and schedule an appointment. This was in March; they said they couldn’t make an appointment until May. I pointed out that I should be given a loaner vehicle. They said they would “make a note of it”. I re-iterated I needed a replacement vehicle. They said they’d add that to the notes.
Week of the appointment came, I called to confirm the appointment and the loaner vehicle. Castle Rock then told me that they don’t provide loaner vehicles and that I wouldn’t need one anyway because the recall would only take “a few hours” to address. I pointed out the procedure would take days to do properly, but they insisted it shouldn’t take that long. When I dropped the van off on May 5th, they then told me it would take a few days. (Guess they finally read the procedure.) They said I would need to contact Customer Care to arrange for a rental vehicle. Ridiculous.
Having assumed they would not have a vehicle, I had but my bike in the van and used that to get home.
Middle of the next week, having received no feedback the dealership, I started texting the service manager to get an update. No reply. Tried calling. No one would answer. Finally got a call back and was told they were having an issue “communicating with the HV battery” and that were awaiting a call back from Chrysler Gold Star engineers or some such to get direction the next steps.
Another couple of days went by, no one calls me, of course, so I call and text until someone replies. Talked to the service manager this time and was then told that they followed the steps provided from the engineers it “took out the battery”. So – not clear if it was bad, or they wrecked in trying to execute the repair. I was told a new battery had been ordered and they would let me know when that would arrive. I pointed out I was still without a vehicle. Now, they suddenly did have the ability to provide a loaner vehicle and I was given the name of the person to contact. (Great – more leg work for me!). When I talked with that person they said they had a Jeep Renegade, and at least was sympathetic to the notion that this was not at all a replacement for minivan. She said they might have something bigger the following week. I said I’d wait, since I’d already been using my spare vehicle for the past couple of weeks. She (Katie) did contact me the next week – the only person from Castle Rock to do so – but I decided to keep driving my own vehicle (assuming Chrysler will compensate me for this) rather than deal with the hassle of coordinating another driver and the pick up of another vehicle.
Weeks go by. No call from the dealership. No updates. I call Customer Care. They helpfully tell me that I should have the Z11 recall fixed. I point out that is exactly what I am trying to do and go through my story. I am given a case number, but otherwise no support on updates or offers of compensation for having no vehicle. Days go by. When I call again, I again get told that I really should have the Z11 recall fixed. I go through the story AGAIN. Customer Care then ask me, seriously, for the dealership’s phone number – something you think they might have that themselves – and put me on hold while they try to call the dealership. They then come back and tell me no one will answer. I point out this is indeed the problem. They tell me there’s nothing else they can do, I may just need to go by the dealership to talk with them. I point out the dealership is quite far away, I shouldn’t have to spend my time driving there to get a response, and, as i had previously told them, I had not been given a loaner car to make the trek. I am told there is nothing Customer Care can do.
I finally got someone (Cheyenne) on the phone at the dealership on June 2, get put on hold, then told the battery will be arriving on Monday the 12th and that the van will be ready by the 14th. I ask if this is realistic. I am told it is. I clearly state, and have the person repeat back to me, that I will be contacted if anything changes. It is now the 16th. I have heard nothing. And, of course, they will not answer the phone or return a voice mail.
I called Customer Care again this morning. Again, I am put on hold a couple of times while they “look into it” and try to contact the dealer. After 28 minutes I am told the person managing my case (I have no idea who that is) isn’t in the office today, but they’ll be sure to call me first thing Monday. But then I am told that the dealership “doesn’t have the patch” so can’t perform the recall. I tell them that is not the case, that a new battery is supposed be getting installed. Crickets, and then they hung up. But at least I got to take the satisfaction survey.
It is inexplicable and inexcusable how poorly this gone, every step of way and at every contact point with Chrysler. I can’t even begin to add up how much of my personal time (and personal vehicle usage) I have wasted on this.
 
#96 ·
It is now 6/26. Chrysler no cannot located the 2nd battery they shipped, and I have not heard back from Chelsie (my supposed case manager) or anyone else from Chrysler Cares. We are going into the 8th week of my van being gone and undriveable (as confirmed by the dealership) thanks to this attempted recall fix. The dealership say they are trying to get a loaner to me for a family vacation this week, but haven't delivered yet. And I have yet to receive any commitment on when our van will be fixed.
 
#100 ·
#_# me over here getting cold feet when my dealer claims they can have the battery for my van by Wed... I still say the dealer who did my z11 potentially didn't do the check properly or something but I'm getting a new battery either way. Really hope your experience turns out better but if my experience when Chevrolet(and Chrysler for that matter) my experience will probably be closer to yours than getting better.
 
#98 ·
I appreciate that. I know experiences described on forums like this are a bit skewed; people tend to only post issues and not so much “everything is fine today”. So, to be clear, we really like the van. The ~30mile all electric range doesn’t sound like much, but it covers the majority of our driving. And being able to use the ICE when needed for road trips makes it incredibly versatile. It drives well, is way more useful than an SUV, costs less to operate, and (other than the recall), we’ve had almost 0 issues in ~65k miles of ownership.

But I am just absolutely shocked at my experience with the Z11 recall. I understand things don’t always go to plan, but to have no communication, no ability to escalate issues with Chrysler, no offer of compensation, ridiculous “your battery was lost in shipping” excuses (twice), etc. How can a company that’s been around 100 years be this dysfunctional? Maybe I’m just naïve. I’ve always maintained all my vehicles myself, so have never stepped foot in a dealership other than to buy a new car.

Funny to read about dealerships trying to fight the direct-to-consumer models of Tesla, Rivian, and the like with the argument about how the dealer is so critical to protecting the consumer…
 
#99 ·
Thanks for the perspective. I'm a "car guy" and have always bought my cars private party and maintained them for years. I'm anxious about spending approx $50k on a vehicle and more anxious to work with a dealer. I keep coming back to the Pacifica Hybrid because I know its unique for all the reasons you say. Very nice to hear you enjoy your car and have had 65k trouble free miles. That is good to hear.

Please keep us updated with how your experience progresses with the Z11 recall. Appreciate everyone's time sharing their knowledge and experience.
 
#101 ·
I would share my story for Z11 recall. Overall, it was good.

3/11: I called to the dealership nearby (about 2 miles from my home, in SoCal area), they said next available Z11 recall appointment is 5/1. I made that appointment.

5/1: took my car to the dealership.
They said it would take a week or more.
I already printed out Z11 Bulletin and highlighted the compensation like full tank of gas, full charge of battery, car wash...
They said they did not know about that but they would do that.. ok..
also they did not provide loaner but just ask me to go to get rental car and Chrysler would pay for it... ok..
I already got information from here, up to $60/day is allowed for rental for Z11 recall.
I got Lexus RX350.

5/3: I returned RX350 since 2 days gas cost was about $30 for 2 days my driving.
I went to Hertz just next to the original rental car company, got Polestar 2 for 6 days. this was cheaper than RX350.

5/9: called the dealership, they expected one more week.
returned Polestar 2, got Tesla Model 3 for 1 week. cheaper than Polestar 2.

5/10: called to Chrysler Z11 recall specialist regarding reimbursement, I was just curious they would reimburse all.
They required the receipts for RX350 and Polestar 2.
and then, they processed reimbursement for these 2 receipts.
Wait a minute.. I am still on rental car, may get more receipt.. they never answered.

5/16: called the dealership, they expected more days. They preferred rent 2 more weeks.
returned Tesla, got Kia Niro EV. cheaper than model 3. (rental car rate is getting cheaper!)

5/18: got 2 checks for rental reimbursement for RX350 and Polestar 2.

5/24: got call from dealership in the afternoon, ready to pickup.

5/25: returned rental car, got my car back. full tank of gas, 80% charge(this is not good, but.. ok), car washed.

5/26: called to Chrysler Z11 recall specialist regarding rest of rental car reimbursement, they already closed my case!
they had to open a new case, and processed the rest of 2 receipts for Model 3 and Niro EV.

6/13: received 2 checks. all good now.
 
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