[Volt-PacHy-Cybertruck]

I’m in Ottawa, Ontario and called in to schedule the Z11 recall work for my 2018 last week. They scheduled me in to drop the vehicle off today.

On drop-off, they informed me that the time to complete the recall was between 2 and 28 days.

Service advisor said this was not due to backlogs or lengthy battery replacements, but because many Pacificas have been repeatedly failing the tests they do after the initial software update, to the point where Chrysler engineers need to be brought in to assist.

He said this seems to be happening more and more as the weather continues to cool, and mentioned that when the recall campaign started last fall, there were far less failed tests.

So basically he said the cold weather seems to be causing the vehicles to fail the post-update tests.

On the upside, they put me in a Caravan rental for the duration of the work, and mentioned they plan to leave my gas tank full and battery fully charged on pickup. No mention of the car washing or 2 years of free service, but I’ll inquire about those when I go back.

I’ll update this thread when I get it back, with details about how long it took and the results.

 

[SKPacHy]

New remedy instructions for the Z11 procedure have been released. We are now up to Revision 6. The new version has a battery warm up procedure for dealers in areas where keeping the vehicle warm enough is a problem. They are basically getting the Tech to open the hood on the van so the ICE starts, and then using that to get the coolant and the battery warm before some of the Z11 measurements. Here is the link.

Z11 Remedy Instructions Revision 6

 

[M0Par]

Let's get a pot going on bets for total number of revisions by the end of next year.

 

[SKPacHy]

Meh technical docs tend to get many revisions. You should see how many revisions airline flight manuals get.

 

[ChryslerCares]

Did anyone ever get a letter from Chrysler about the two yrs.of oil changes and tire rotations. The dealership said I would get a letter from corporate, but that has been well over a month now.

Hello,

Once the dealer has process the goodwill, everything will all be attached to your VIN within 1 week. Should you wish to see if it's attached to your VIN, please send us a PM.

William
Chrysler Cares

 

[ChryslerCares]

Finally got fix for Z11. Coolant was below MIN after the fix, so I asked them to fill it up. The dealership said that Chrysler provide s2 years for oil change and tire rotation free of charge, and this information will be assigned to my VIN somehow.
But I got another issue with my car after that service - some strange grinding noise near the lock of the right sliding door. This noise appears only when I unlock my car when car is on and it doesn't appear when I do the same when car is off.
Dealership said that this is not related to the repair which was done, and that it was just a coincidence that it broke during the service.
From my perspective it looks strange, that I got this problem right after the service, while I didn't have any problem with that lock before.

Does anyone have the same problem after fix for Z11?

Hello,

Thank you for grabbing our attention. The goodwill should all be processed in your VIN within one week after the dealer has processed it. The issue with the door should not be related to the Z11 recall. Should you wish to discuss this further, please send us a PM.

William
Chrysler Cares

 

[powerpachy]

I had Z11 recall done for my 2018 Pacifica Hybrid, drop off date 1/3/2023, pickup date 1/4/2023. I just checked the recall status on official mopar website, still shows "incomplete". Did the dealer follow all procedures and successfully finish the recall? If not, what shall I do next? Thank you!

 

[ChryslerCares]

I had Z11 recall done for my 2018 Pacifica Hybrid, drop off date 1/3/2023, pickup date 1/4/2023. I just checked the recall status on official mopar website, still shows "incomplete". Did the dealer follow all procedures and successfully finish the recall? If not, what shall I do next? Thank you!

Hello,

Please send us a PM with your VIN, our team would be happy to look further into this for you.

William
Chrysler Cares

 

[OnceAScottie]

I just picked up my vehicle after the battery was replaced. It was a painful 1 month process for me😭

Called several San Diego dealers on November 14, soonest appt I could make was December 21, next soonest appt with another dealer was late January 2023, other 4 dealers in my area said they were unequipped to perform the recall, and 1 other dealer had a poor review previously. Already a bad start to the recall repair process...

Dropped off vehicle Dec 21 at 48% battery charge and 1/8 tank (with the exception of road trips, I use the vehicle almost exclusively in EV mode and a half tank lasts me for 4-6 months before another half tank fill-up). The dealer I went to has no loaners and no affiliated rental agency (cost savings strategy?). They suggested I call Chrysler Cares to inquire about rental reimbursement. I called and left my callback number for a case manager, twice, with no call back. I ended up borrowing a family member's car for part of the time, inconveniencing them. Service advisor called me on Dec 30 to authorize a charge to fill the gas tank (since it was dropped off with only 1/8 tank). I pointed out that the dealer service instructions include reimbursement for rental, wash/vacuum, and gas. I sent them the PDF, they acknowledged that they weren't aware of the allowances, and they agreed to fill up the tank and wash the car. When I picked up the vehicle on Jan 4, the car was washed/vacuumed, gas tank full, and battery charge 0% (driven ~30 mi from drop-off odometer reading). On a side note, when I reviewed the invoice, it appeared that they comp'ed the gas and wash/vacuum rather than bill FCA for reimbursement. When I asked the service advisor about it, he said the dealer covered it because they don't find it worthwhile to bill for reimbursement (my interpretation, too much work/time to offer to customers and seek reimbursement, so lets not offer it at all unless customer insists).

No issues charging overnight Jan 5.
On Jan 6, turned the car on and noticed charge was 98% and check engine light was on😭. Tried plugging it in to charge further, nothing. It was as if the charger wasn't even connected. Pulled out the 120V plug that came with the car, same. Tried later in the day when battery was about 50%, still no indication it was even plugged in.

Dropped off the vehicle Jan 7, service advisor pulled code P0EDD-00. Called Chrylser Cares as I suspected it would take a long time to complete the battery replacement, level 1 agent said rental car coverage was not covered since I didn't purchase the Mopar extended warranty coverage, and I would need a case manager (yes, same one that never got back to me the month previous) to authorize rental car coverage for warranty battery replacement. So as soon as you drive off the lot, it's no longer considered covered by the recall but rather by warranty... unless you can get a hold of a case manager to make an exception

Called the Chrysler Cares 2 times the following week before an agent was able to catch my case manager free at that exact moment. She advised me the daily allowance and recommended weekly rental rather than daily, and sent me an email to send her PDF of rental agreement to expedite reimbursement.

I immediately emailed her the rental agreement, no reply. Week 1 passed, extended my rental another week, send PDF of rental extension confirmation, no reply.

PacHy battery replacement completed Jan 24 and picked it up today Jan 25. Battery was 100% at pickup. Charged when I got home, charged to 100% without incident. So far so good!😊

Returned the car rental and sent final rental car invoice PDF to case manager via email. I don't have high hopes for timely reimbursement, will update when it all works out or doesn't work out...🤔

This process was very time consuming, stressful due to poor communication and lack of transparency, and monetary risk taken on by customers to seek reimbursement for car rental coverage. I suspect I will eventually get reimbursed, but will take a long time and multiple calls/emails to get it accomplished. I would highly recommend you find a dealer with loaner or rental car agency for Z11

This was my experience and opinions tainted by disappointment with the process. Just added myself to the poll as a "yes"

Of course, when I checked my Mopar dashboard today, I find there is a new recall 03A...🤦‍♂️ Funny the dealer didn't mention it, probably wasn't aware of it, and it appears there's no remedy available yet.

Update 2/8/23:
I was pleasantly surprised to find a reimbursement check in the mail today (2/8/23), got here faster than expected!

HOWEVER, the check amount only covered the second week and did not include the first week rental. The email where I had attached receipts also included a personally typed message clearly reporting the rental cost for each week and the total amount, supported by the PDF copy of the invoices. I suppose someone could say that it was partly my fault during my last call I did not ask the level 1 agent to read back to me the approved reimbursement amount I would receive in the mail, instead of assuming it would be the total amount submitted.

As I previously mentioned, I wish would love to NEVER call, but find myself calling again today. The level 1 agent reported I have a different case manager now and to expect a call back today or tomorrow. Perhaps the 5th time will be a charm for a call back from ANY case manager.

 

[stillers67]

Here's my saga with the recall so far.

First Attempt: Scheduled a recall appointment with a dealer in the Dayton, OH area. When scheduling, I requested a loaner vehicle when I dropped off the van. After checking the van in with the service advisor, I mentioned that I needed the loaner. They responded that they don't have loaners. I informed them that the person I talked to when scheduling seemed to think that you do. The advisor said they use a call center for scheduling appointments, so they may not have known. Since they didn't have a loaner, I cancelled the appointment and left.

Second Attempt: Called another dealership and actually talked to a service advisor to confirm that they had loaners. He said that they did, so I scheduled the service for 1 Feb. Dropped off the van yesterday and the advisor informed me that they could also do the 03A recall in addition to the Z11 one. I was surprised by that as I didn't the fix for the 03A was out yet, but hey if they could, that'd save me another trip for a recall service. Left with a loaner and got a call from the advisor a couple hours later saying that they are unable to do the recall as it has been pulled back because the Z11 and 03A campaigns were being merged together and they couldn't do the Z11 until that happens. It appears that they at least started to do something as the battery was at a 0% state of charge when I dropped it off and was at a 40% SOC when I picked it up.

Has anyone else heard that the Z11 recall has been "recalled", or were they just blowing smoke?

 

[ChryslerCares]

I just picked up my vehicle after the battery was replaced. It was a painful 1 month process for me😭

Called several San Diego dealers on November 14, soonest appt I could make was December 21, next soonest appt with another dealer was late January 2023, other 4 dealers in my area said they were unequipped to perform the recall, and 1 other dealer had a poor review previously. Already a bad start to the recall repair process...

Dropped off vehicle Dec 21 at 48% battery charge and 1/8 tank (with the exception of road trips, I use the vehicle almost exclusively in EV mode and a half tank lasts me for 4-6 months before another half tank fill-up). The dealer I went to has no loaners and no affiliated rental agency (cost savings strategy?). They suggested I call Chrysler Cares to inquire about rental reimbursement. I called and left my callback number for a case manager, twice, with no call back. I ended up borrowing a family member's car for part of the time, inconveniencing them. Service advisor called me on Dec 30 to authorize a charge to fill the gas tank (since it was dropped off with only 1/8 tank). I pointed out that the dealer service instructions include reimbursement for rental, wash/vacuum, and gas. I sent them the PDF, they acknowledged that they weren't aware of the allowances, and they agreed to fill up the tank and wash the car. When I picked up the vehicle on Jan 4, the car was washed/vacuumed, gas tank full, and battery charge 0% (driven ~30 mi from drop-off odometer reading). On a side note, when I reviewed the invoice, it appeared that they comp'ed the gas and wash/vacuum rather than bill FCA for reimbursement. When I asked the service advisor about it, he said the dealer covered it because they don't find it worthwhile to bill for reimbursement (my interpretation, too much work/time to offer to customers and seek reimbursement, so lets not offer it at all unless customer insists).

No issues charging overnight Jan 5.
On Jan 6, turned the car on and noticed charge was 98% and check engine light was on😭. Tried plugging it in to charge further, nothing. It was as if the charger wasn't even connected. Pulled out the 120V plug that came with the car, same. Tried later in the day when battery was about 50%, still no indication it was even plugged in.

Dropped off the vehicle Jan 7, service advisor pulled code P0EDD-00. Called Chrylser Cares as I suspected it would take a long time to complete the battery replacement, level 1 agent said rental car coverage was not covered since I didn't purchase the Mopar extended warranty coverage, and I would need a case manager (yes, same one that never got back to me the month previous) to authorize rental car coverage for warranty battery replacement. So as soon as you drive off the lot, it's no longer considered covered by the recall but rather by warranty... unless you can get a hold of a case manager to make an exception

Called the Chrysler Cares 2 times the following week before an agent was able to catch my case manager free at that exact moment. She advised me the daily allowance and recommended weekly rental rather than daily, and sent me an email to send her PDF of rental agreement to expedite reimbursement.

I immediately emailed her the rental agreement, no reply. Week 1 passed, extended my rental another week, send PDF of rental extension confirmation, no reply.

PacHy battery replacement completed Jan 24 and picked it up today Jan 25. Battery was 100% at pickup. Charged when I got home, charged to 100% without incident. So far so good!😊

Returned the car rental and sent final rental car invoice PDF to case manager via email. I don't have high hopes for timely reimbursement, will update when it all works out or doesn't work out...🤔

This process was very time consuming, stressful due to poor communication and lack of transparency, and monetary risk taken on by customers to seek reimbursement for car rental coverage. I suspect I will eventually get reimbursed, but will take a long time and multiple calls/emails to get it accomplished. I would highly recommend you find a dealer with loaner or rental car agency for Z11

This was my experience and opinions tainted by disappointment with the process. Just added myself to the poll as a "yes"

Of course, when I checked my Mopar dashboard today, I find there is a new recall 03A...🤦‍♂️ Funny the dealer didn't mention it, probably wasn't aware of it, and it appears there's no remedy available yet.

Hello,

Thank you for grabbing our attention on this. We are sorry to hear about your experience with this process. Should you wish to discuss this further with us, please send us a PM

William
Chrysler Cares

 

[ChryslerCares]

Here's my saga with the recall so far.

First Attempt: Scheduled a recall appointment with a dealer in the Dayton, OH area. When scheduling, I requested a loaner vehicle when I dropped off the van. After checking the van in with the service advisor, I mentioned that I needed the loaner. They responded that they don't have loaners. I informed them that the person I talked to when scheduling seemed to think that you do. The advisor said they use a call center for scheduling appointments, so they may not have known. Since they didn't have a loaner, I cancelled the appointment and left.

Second Attempt: Called another dealership and actually talked to a service advisor to confirm that they had loaners. He said that they did, so I scheduled the service for 1 Feb. Dropped off the van yesterday and the advisor informed me that they could also do the 03A recall in addition to the Z11 one. I was surprised by that as I didn't the fix for the 03A was out yet, but hey if they could, that'd save me another trip for a recall service. Left with a loaner and got a call from the advisor a couple hours later saying that they are unable to do the recall as it has been pulled back because the Z11 and 03A campaigns were being merged together and they couldn't do the Z11 until that happens. It appears that they at least started to do something as the battery was at a 0% state of charge when I dropped it off and was at a 40% SOC when I picked it up.

Has anyone else heard that the Z11 recall has been "recalled", or were they just blowing smoke?

Hello,

The Z11 and 03A are two different recalls that are not related to each other, and it should not have interference with the repairs. Please send us a PM, our team would like to dive further into this for you.

William
Chrysler Cares

 

[OnceAScottie]

Hello,

Thank you for grabbing our attention on this. We are sorry to hear about your experience with this process. Should you wish to discuss this further with us, please send us a PM

William
Chrysler Cares

I have, during the first visit for initial recall and again before bringing it back for battery replacement.

The first time, I PM'd on Dec 30 (with my full VIN) indicating my concern that the dealer wasn't following the instructions and that I had emailed them a PDF of the dealer instructions. You replied on Jan 4 that I could show the dealer the instructions or call for a recall specialist. I had already picked up the vehicle by Jan 4.

After bringing my vehicle back for CEL, I PM'd on Jan 10 regarding the rental issue and not being able to get a hold of my case manager. I received a PM from you on Jan 30, same day as your reply in the thread.

I had already called the recall specialist on Jan 26, who was unable to get a hold of the case manager, but he reviewed the emails and PDF of rental invoices that I had sent, confirmed they were received, and advised me to wait 2-3 days for case manager to review and approve. I didn't receive a call from the case manager by Feb 1, so I called again and the recall specialist said the case manager was unavailable at the time, but reviewed the notes and reported that the rental reimbursement was approved and to expect a check mailed to me within 4 weeks.

I have only heard back from my case manager once, when she happened to be available one of the 5 times I called over the last month. I realize the case managers are likely busy, but I expect some sort of reply (by email or phone call) when I call or email. I would love NEVER to call, but when I don't hear back, I feel obligated to call for an update. Perhaps an online portal where we can track the status, like a support ticket the IT world uses.

 

[M0Par]

I have, during the first visit for initial recall and again before bringing it back for battery replacement.

The first time, I PM'd on Dec 30 (with my full VIN) indicating my concern that the dealer wasn't following the instructions and that I had emailed them a PDF of the dealer instructions. You replied on Jan 4 that I could show the dealer the instructions or call for a recall specialist. I had already picked up the vehicle by Jan 4.

After bringing my vehicle back for CEL, I PM'd on Jan 10 regarding the rental issue and not being able to get a hold of my case manager. I received a PM from you on Jan 30, same day as your reply in the thread.

I had already called the recall specialist on Jan 26, who was unable to get a hold of the case manager, but he reviewed the emails and PDF of rental invoices that I had sent, confirmed they were received, and advised me to wait 2-3 days for case manager to review and approve. I didn't receive a call from the case manager by Feb 1, so I called again and the recall specialist said the case manager was unavailable at the time, but reviewed the notes and reported that the rental reimbursement was approved and to expect a check mailed to me within 4 weeks.

I have only heard back from my case manager once, when she happened to be available one of the 5 times I called over the last month. I realize the case managers are likely busy, but I expect some sort of reply (by email or phone call) when I call or email. I would love NEVER to call, but when I don't hear back, I feel obligated to call for an update. Perhaps an online portal where we can track the status, like a support ticket the IT world uses.

Excellent idea.

 

[ChryslerCares]

I have, during the first visit for initial recall and again before bringing it back for battery replacement.

The first time, I PM'd on Dec 30 (with my full VIN) indicating my concern that the dealer wasn't following the instructions and that I had emailed them a PDF of the dealer instructions. You replied on Jan 4 that I could show the dealer the instructions or call for a recall specialist. I had already picked up the vehicle by Jan 4.

After bringing my vehicle back for CEL, I PM'd on Jan 10 regarding the rental issue and not being able to get a hold of my case manager. I received a PM from you on Jan 30, same day as your reply in the thread.

I had already called the recall specialist on Jan 26, who was unable to get a hold of the case manager, but he reviewed the emails and PDF of rental invoices that I had sent, confirmed they were received, and advised me to wait 2-3 days for case manager to review and approve. I didn't receive a call from the case manager by Feb 1, so I called again and the recall specialist said the case manager was unavailable at the time, but reviewed the notes and reported that the rental reimbursement was approved and to expect a check mailed to me within 4 weeks.

I have only heard back from my case manager once, when she happened to be available one of the 5 times I called over the last month. I realize the case managers are likely busy, but I expect some sort of reply (by email or phone call) when I call or email. I would love NEVER to call, but when I don't hear back, I feel obligated to call for an update. Perhaps an online portal where we can track the status, like a support ticket the IT world uses.

We are sorry to hear about this experience. Please send us a PM, we'd be happy to send a notification out.

William
Chrysler Cares

 

[OnceAScottie]

I was pleasantly surprised to find a reimbursement check in the mail today (2/8/23), got here faster than expected!

However, the check amount only covered the second week and did not include the first week rental. The email where I had attached receipts also included a personally typed message clearly reporting the rental cost for each week and the total amount, supported by the PDF copy of the invoices. I suppose someone could say that it was partly my fault during my last call I did not ask the level 1 agent to read back to me the approved reimbursement amount I would receive in the mail, instead of assuming it would be the total amount submitted.

As I previously mentioned, I wish would love to NEVER call, but find myself calling again today. The level 1 agent reported I have a different case manager now and to expect a call back today or tomorrow. Perhaps the 5th time will be a charm for a call back from ANY case manager.

Perhaps you can look into this further for me William.

 

[ChryslerCares]

I was pleasantly surprised to find a reimbursement check in the mail today (2/8/23), got here faster than expected!

However, the check amount only covered the second week and did not include the first week rental. The email where I had attached receipts also included a personally typed message clearly reporting the rental cost for each week and the total amount, supported by the PDF copy of the invoices. I suppose someone could say that it was partly my fault during my last call I did not ask the level 1 agent to read back to me the approved reimbursement amount I would receive in the mail, instead of assuming it would be the total amount submitted.

As I previously mentioned, I wish would love to NEVER call, but find myself calling again today. The level 1 agent reported I have a different case manager now and to expect a call back today or tomorrow. Perhaps the 5th time will be a charm for a call back from ANY case manager.

Perhaps you can look into this further for me William.

Hello,

We have replied to your PM. We have sent a notification out to your Recall Specialist to look further into this matter. Thank you for bringing this up to our attention.

William
Chrysler Cares

 

[sarmyth]

For me, it took more than a month to get the van back after dropping it off mid December, finally finished in late January. Dealership stated that the van would not accept the reprograming and failed numerous times. STAR case was opened and sat with Chrysler for most of that month. End result was a new battery installed. Though its back in the shop today with a service electric system red wrench error likely related to air in the coolant as it appears intermittently and will disappear while driving only to reappear again (my guess). Rental was provided for all of this time. Worked with Fremont CDJR in California.

 

[Cindylou]

I just picked up my van for the Z11 recall. My battery was not replaced. At least not yet. Mine took a few days because it's cold here. I guess if I get the error code that the battery is bad as others have stated I'll bring it back. I did ask about the new recall when I checked the van in on Monday. They stated they did not have the remedy yet. I told them it's a software update only. They said the do not have it in their system yet. I'd like to actually get that as we do a lot of longer trips. Hopefully they get their system updated before I have my next oil change. I did get a loaner Jeep Grand Cherokee for the week. Everything went OK I think. Time will tell I guess.

 

[drocketman]

New remedy instructions for the Z11 procedure have been released. We are now up to Revision 6. The new version has a battery warm up procedure for dealers in areas where keeping the vehicle warm enough is a problem. They are basically getting the Tech to open the hood on the van so the ICE starts, and then using that to get the coolant and the battery warm before some of the Z11 measurements. Here is the link.

Z11 Remedy Instructions Revision 6

Thanks, that's good info. The warmup will help get better results. They are now up to Rev 7. It is minor and just corrects step number errors that cause confusion in Rev 6.
Z11 Remedy Instruction Revision 7 .
I'm still trying to get my Z11 recall scheduled with at least a minimum expectation that it will be done correctly.

I wish all the hybrid certified service advisors would read these Z11 related documents (referenced here for the benefit of forum members):

The following documents are available at Recalls | NHTSA
They are accessible at the bottom of the page after expanding the link “27 Associated Documents.”

02/12/2022 New Safety Recall Advanced Communication – Z11 (from FCA to dealerships):
“…We ask that you please take the time to ensure that your personnel are aware of this
communication and are prepared to execute a customer friendly process for inquiries
regarding involved vehicles.”

September 2022 Recall Z11 Chrysler Pacifica Plug-In Hybrid ElectricVehicles ("PHEVs")Resource Guide
There should be a Z11 single point of contact in the dealership service departments as instructed by FCA
"...Identify a single point of contact for customer handling "

October 2022, Z11 RENTAL ALLOWANCE CLARIFICATION
Also discusses vehicle loaners, rental, fuel fill, and wash and cleaning of vehicle exterior and interior.

10/27/2022, Special FCA Note to Service Managers
"...ALL OF YOU need to make sure that all of your Technicians know that we can tell if the complete recall was done. This is a potential safety issue that puts your dealership at risk."

November 2022, Manufacturer Notices(to Dealers,etc) - Z11 RECALL STEPS

February 2023, The latest Z11 Remedy Instructions and TSB (Rev. 7,) as of this post time.