Run. Wouldn't trust them to perform the recall. Find one that knows what they are doing.
Z11 RECALL REPAIR THREAD & BATTERY REPLACEMENT POLL
Creating this thread to document the following:
• the process from the time you call the dealer for service;
• the outcome for each Z11 PacHY recall and whether your battery gets replaced or not.
For those who had a battery replaced, can you also list the dealership who worked on your vehicle?
EDIT: Added the Recall Service Procedures:
RCRIT-22V077-7110.pdf (nhtsa.gov)
I called my dealer and they hadn't yet heard that parts were available. They are looking into it and will call me back.
• the process from the time you call the dealer for service;
• the outcome for each Z11 PacHY recall and whether your battery gets replaced or not.
For those who had a battery replaced, can you also list the dealership who worked on your vehicle?
EDIT: Added the Recall Service Procedures:
RCRIT-22V077-7110.pdf (nhtsa.gov)
I called my dealer and they hadn't yet heard that parts were available. They are looking into it and will call me back.
41 - 60 of 295 Posts
My car is still in the shop. I called today to check the status and they said that there were two software runs one of which takes about 9 hours and the car needs to be under constant surveillance the whole time that is running and since they couldn't finish that yesterday that part was started early today so it could be completed before closing time.Just called my dealer for the Z11 recall (after they didn't call me back as promised yesterday). Was told that they just found out this morning that the recall is now 1 hour max, for the software installation. The vehicle will be returned, in an hour, if no error codes show up after software update. If error codes are shown, will need to schedule another appointment at another time.
No "charging and full diagnostic assessment of the high voltage battery". No loaner. They didn't care what the recall notice I just received said, this was their latest information.
Has anyone else heard this? Or am I getting dealer run-around?
I took my 2021 in for an oil change yesterday (it'd been a year) and to knock out the recall for the 2nd row seat latches (mine wasn't affected though--but to check it off).....little did I know that I think I was eligible for this recall until the guy told me.
I think it's this software flash recall anyways (the paperwork is at home).......but I never had an issues and they flashed the car yesterday and I need to pick it up today.
EDIT: It was the Z76 "recall"
I think it's this software flash recall anyways (the paperwork is at home).......but I never had an issues and they flashed the car yesterday and I need to pick it up today.
EDIT: It was the Z76 "recall"
This would be news. Check which module was flashed on the work order paper. Also the recall should also show up as completed if you search with your VIN here: Lookup FCA Vehicle Recalls by VIN | Official Mopar® SiteI took my 2021 in for an oil change yesterday (it'd been a year) and to knock out the recall for the 2nd row seat latches (mine wasn't affected though--but to check it off).....little did I know that I think I was eligible for this recall until the guy told me.
I think it's this software flash recall anyways (the paperwork is at home).......but I never had an issues and they flashed the car yesterday and I need to pick it up today.
Had you had the ECH update done to your van? There is now a service campaign (not a recall) for 2021 models to update the HCP, AHCP, and the PCM to prevent the problem with the ECH getting locked out. That’s probably what they did. It has nothing to do with the Z11 battery recall.I took my 2021 in for an oil change yesterday (it'd been a year) and to knock out the recall for the 2nd row seat latches (mine wasn't affected though--but to check it off).....little did I know that I think I was eligible for this recall until the guy told me.
I think it's this software flash recall anyways (the paperwork is at home).......but I never had an issues and they flashed the car yesterday and I need to pick it up today.
After posting this, I called the Chrysler Recall Assistance Center, to find out about the "new" 1 hour recall, vs. the 2 day recall. They stated that they showed 1-3 hours for the recall, but would contact the dealer for me to get a rental car approved. Today (the next day) I got a call from the dealer, they got "new" information again that the recall would take 2 days, and got me set up for that rental after all. Still not sure I trust them, and will ask for detailed information for what was done (testing).Just called my dealer for the Z11 recall (after they didn't call me back as promised yesterday). Was told that they just found out this morning that the recall is now 1 hour max, for the software installation. The vehicle will be returned, in an hour, if no error codes show up after software update. If error codes are shown, will need to schedule another appointment at another time.
No "charging and full diagnostic assessment of the high voltage battery". No loaner. They didn't care what the recall notice I just received said, this was their latest information.
Has anyone else heard this? Or am I getting dealer run-around?
Interesting info. Good idea to call the Chrysler Recall Assistance Center. Do you have that number?After posting this, I called the Chrysler Recall Assistance Center, to find out about the "new" 1 hour recall, vs. the 2 day recall. They stated that they showed 1-3 hours for the recall, but would contact the dealer for me to get a rental car approved. Today (the next day) I got a call from the dealer, they got "new" information again that the recall would take 2 days, and got me set up for that rental after all. Still not sure I trust them, and will ask for detailed information for what was done (testing).
From the recall mail, 800-853-1403Interesting info. Good idea to call the Chrysler Recall Assistance Center. Do you have that number?
Just saw a FB post of one in Georgia that needed a battery pack replacement. First I've heard. Another post also mentioned their dealer said they got a battery pack failure so that makes 2. Wonder what it is that the software is looking to diagnose as needing a replacement. Also requested vehicle year and mileage.
He said he has a 2018 with 59k. After all the diagnostics a check engine light came on which indicates a battery pack replacement is needed.
This would be news. Check which module was flashed on the work order paper. Also the recall should also show up as completed if you search with your VIN here: Lookup FCA Vehicle Recalls by VIN | Official Mopar® Site
My bad.....the service advisor called it a recall and since this was the only known/major recall, I figured it was this one. 🤦♂️Had you had the ECH update done to your van? There is now a service campaign (not a recall) for 2021 models to update the HCP, AHCP, and the PCM to prevent the problem with the ECH getting locked out. That’s probably what they did. It has nothing to do with the Z11 battery recall.
BUT, it turns out, it was CSN Z76 though.....which was just released and Chrysler Cares just posted about.
The recall only takes 2-3 hours of active “tech work”. But between charging and resting the total procedure takes 1.5-2 days.
My experience has been FAR from smooth (it's not over yet). I took the van in on Wednesday the 12th. I had service scheduled prior to the Z11 remedy, but called once I saw it was available and they confirmed they would perform it in addition to the other services the vehicle needed (a couple of software flashes, coolant top-offs, alignment, etc.).
First, they did not have a loaner vehicle even though they stated they would when I called to add the Z11. Not a big deal as they found one after a half hour or so, but not a good start. They did seem to be aware that the remedy would take 1.5-2 days, so I was somewhat confident they knew what they were doing (I had never been to this service center before). They called the following afternoon to say the vehicles was ready and I scheduled to pick it up the next morning.
When I did pick it up, I noticed the battery was at 0%. This didn't seem right as I had briefly read through the remedy procedure and thought at least part of the process involved a fully charged battery (I did not reference this manual at the time). I DID know they were supposed to return the vehicle with a full charge and a full tank of gas, though. I let this slide and went down the road to the dealer's sales office where I plugged into a level 2 charger and purchased an extended warranty for the vehicle (yeah, they got some money out of me).
After returning to the van (it had only charged to 27%), I opened the hood and found they had NOT filled the coolants (one was well under the minimum line). At this point I decided to return to the service center to get the fluids topped off and inquire about the depleted battery. I asked whether the Z11 procedure was performed completely and was told the final test was performed with the battery at 87%. I said that's impossible as the van had only been driven 7 miles (presumable to check the alignment) since I dropped it off. I was then told it was my word versus the technician's (not good customer service there). After further inquiry, they agreed to keep the van, charge it, and perform the final test in front of me if I returned later that evening. Sounded good to me.
I went home in another rental (a Dodge Charger, argh...). I then reread the remedy procedure several times and realized there was NO WAY they completed the procedure. Even if they performed a test in front of me, there was still a third and final test that needed to be performed after a 3 hour rest period. It was clear at this point that not only did they not complete the procedure, but that they weren't even familiar the process. So, I printed out the entire 30 page procedure, drove back to the service center (30 minutes each way), pointed out the exact steps proving they didn't perform it, and demanded my vehicle back.
(When I returned this final time, the van was plugged in and charging, but there were no cones or warning signs around the vehicle as stated in step 25.)
The president and namesake of the dealership called me later that same evening to apologize. Apparently somebody finally realized I was correct that the procedure had definitely not been completed and the incident was reported and escalated up the ladder. He agreed with me that this was a big deal and a major mistake and offered to do whatever he could to make it right. I agreed to bring the vehicle back with the understanding that the procedure will be supervised by several technicians and managers and whoever is available. My feeling is if anyone else brings their van to this dealership, I don't want them to go through what I did, so let's make them learn how to do it right.
So very sorry for the length of this post. It seems others are having similarly frustrating experiences. Had I not followed through and read through the procedure myself (thanks to this forum), I never would have known my vehicle's battery wasn't tested. I'll return with a hopefully shorter post to update whether I'm getting a new battery or not.
First, they did not have a loaner vehicle even though they stated they would when I called to add the Z11. Not a big deal as they found one after a half hour or so, but not a good start. They did seem to be aware that the remedy would take 1.5-2 days, so I was somewhat confident they knew what they were doing (I had never been to this service center before). They called the following afternoon to say the vehicles was ready and I scheduled to pick it up the next morning.
When I did pick it up, I noticed the battery was at 0%. This didn't seem right as I had briefly read through the remedy procedure and thought at least part of the process involved a fully charged battery (I did not reference this manual at the time). I DID know they were supposed to return the vehicle with a full charge and a full tank of gas, though. I let this slide and went down the road to the dealer's sales office where I plugged into a level 2 charger and purchased an extended warranty for the vehicle (yeah, they got some money out of me).
After returning to the van (it had only charged to 27%), I opened the hood and found they had NOT filled the coolants (one was well under the minimum line). At this point I decided to return to the service center to get the fluids topped off and inquire about the depleted battery. I asked whether the Z11 procedure was performed completely and was told the final test was performed with the battery at 87%. I said that's impossible as the van had only been driven 7 miles (presumable to check the alignment) since I dropped it off. I was then told it was my word versus the technician's (not good customer service there). After further inquiry, they agreed to keep the van, charge it, and perform the final test in front of me if I returned later that evening. Sounded good to me.
I went home in another rental (a Dodge Charger, argh...). I then reread the remedy procedure several times and realized there was NO WAY they completed the procedure. Even if they performed a test in front of me, there was still a third and final test that needed to be performed after a 3 hour rest period. It was clear at this point that not only did they not complete the procedure, but that they weren't even familiar the process. So, I printed out the entire 30 page procedure, drove back to the service center (30 minutes each way), pointed out the exact steps proving they didn't perform it, and demanded my vehicle back.
(When I returned this final time, the van was plugged in and charging, but there were no cones or warning signs around the vehicle as stated in step 25.)
The president and namesake of the dealership called me later that same evening to apologize. Apparently somebody finally realized I was correct that the procedure had definitely not been completed and the incident was reported and escalated up the ladder. He agreed with me that this was a big deal and a major mistake and offered to do whatever he could to make it right. I agreed to bring the vehicle back with the understanding that the procedure will be supervised by several technicians and managers and whoever is available. My feeling is if anyone else brings their van to this dealership, I don't want them to go through what I did, so let's make them learn how to do it right.
So very sorry for the length of this post. It seems others are having similarly frustrating experiences. Had I not followed through and read through the procedure myself (thanks to this forum), I never would have known my vehicle's battery wasn't tested. I'll return with a hopefully shorter post to update whether I'm getting a new battery or not.
Your experience mirrors many based on the numerous similar posts over on the Pacifica Facebook page. It's unfortunate how poorly trained and behind the curve most dealership service departments are when it comes to recalls, especially involving the hybrid. Thanks for documenting your experience.My experience has been FAR from smooth (it's not over yet). I took the van in on Wednesday the 12th. I had service scheduled prior to the Z11 remedy, but called once I saw it was available and they confirmed they would perform it in addition to the other services the vehicle needed (a couple of software flashes, coolant top-offs, alignment, etc.).
First, they did not have a loaner vehicle even though they stated they would when I called to add the Z11. Not a big deal as they found one after a half hour or so, but not a good start. They did seem to be aware that the remedy would take 1.5-2 days, so I was somewhat confident they knew what they were doing (I had never been to this service center before). They called the following afternoon to say the vehicles was ready and I scheduled to pick it up the next morning.
When I did pick it up, I noticed the battery was at 0%. This didn't seem right as I had briefly read through the remedy procedure and thought at least part of the process involved a fully charged battery (I did not reference this manual at the time). I DID know they were supposed to return the vehicle with a full charge and a full tank of gas, though. I let this slide and went down the road to the dealer's sales office where I plugged into a level 2 charger and purchased an extended warranty for the vehicle (yeah, they got some money out of me).
After returning to the van (it had only charged to 27%), I opened the hood and found they had NOT filled the coolants (one was well under the minimum line). At this point I decided to return to the service center to get the fluids topped off and inquire about the depleted battery. I asked whether the Z11 procedure was performed completely and was told the final test was performed with the battery at 87%. I said that's impossible as the van had only been driven 7 miles (presumable to check the alignment) since I dropped it off. I was then told it was my word versus the technician's (not good customer service there). After further inquiry, they agreed to keep the van, charge it, and perform the final test in front of me if I returned later that evening. Sounded good to me.
I went home in another rental (a Dodge Charger, argh...). I then reread the remedy procedure several times and realized there was NO WAY they completed the procedure. Even if they performed a test in front of me, there was still a third and final test that needed to be performed after a 3 hour rest period. It was clear at this point that not only did they not complete the procedure, but that they weren't even familiar the process. So, I printed out the entire 30 page procedure, drove back to the service center (30 minutes each way), pointed out the exact steps proving they didn't perform it, and demanded my vehicle back.
(When I returned this final time, the van was plugged in and charging, but there were no cones or warning signs around the vehicle as stated in step 25.)
The president and namesake of the dealership called me later that same evening to apologize. Apparently somebody finally realized I was correct that the procedure had definitely not been completed and the incident was reported and escalated up the ladder. He agreed with me that this was a big deal and a major mistake and offered to do whatever he could to make it right. I agreed to bring the vehicle back with the understanding that the procedure will be supervised by several technicians and managers and whoever is available. My feeling is if anyone else brings their van to this dealership, I don't want them to go through what I did, so let's make them learn how to do it right.
So very sorry for the length of this post. It seems others are having similarly frustrating experiences. Had I not followed through and read through the procedure myself (thanks to this forum), I never would have known my vehicle's battery wasn't tested. I'll return with a hopefully shorter post to update whether I'm getting a new battery or not.
No problem. I'm not on Facebook, so sorry if this is a repeat of what others are posting.Your experience mirrors many based on the numerous similar posts over on the Pacifica Facebook page. It's unfortunate how poorly trained and behind the curve most dealership service departments are when it comes to recalls, especially involving the hybrid. Thanks for documenting your experience.
You'd think there'd be a system in place for when service centers receive a vehicle with such a serious recall (safety-wise and financially) that a giant red flag or "WARNING! THIS IS A BIG DEAL!" sign would be attached to it.
Absolutely! And please can free to post here, definitely not redundant to anywhere else. It gives a better picture to hear from every corner and especially from those knowledgeable and up to speed enough to provide the material to their service center. Good stuff.No problem. I'm not on Facebook, so sorry if this is a repeat of what others are posting.
You'd think there'd be a system in place for when service centers receive a vehicle with such a serious recall (safety-wise and financially) that a giant red flag or "WARNING! THIS IS A BIG DEAL!" sign would be attached to it.
2018 PacHy Limited in Michigan with 40k miles. After waiting a day for battery to be above 50 degrees, tech reported Z11 TSB testing failed. New HV battery shipped from LG and expected on 10/19. Dealer has been very helpful and provided a Pacifica rental.
I’ll update when repair is complete.
I’ll update when repair is complete.
Took our van in on Friday.. no loaner/rental. They got it around 8:40 am and it was in for the front making noise, VRM dead, clicking in the dash, and the Z11 recall. They called me at 3:28 PM the same day telling me the Z11 was done and that I could get it as the parts for the front end(they claim just a single strut) and VRM would take till late next week + the clicking in the dash they opened a star case. So they "did the recall" all in the span(if they worked on it all day) in less than 7 hours along with all the other stuff(which the recall clearly states it is supposed to sit). So my guess is it was not performed properly at all. I brought it up with them twice and the guy I guess got annoyed with me the second time and told me "the service manager himself signed off on it". I'm guessing it was the service manager who walked out at that time to but I just stopped trying to argue with them and asked about the strut and how others (firestone) had told me they thought it was the control arm and why they thought it was just a strut.
Anyways long story short I got it home and charged it. Here is the weird thing.. A check engine light comes on when it's turned on without the brake and it begins to start flashing constantly for like 10 seconds then stops and turns solid. If you start the van though it doesn't have a check engine light. If you read the codes with Alfaobd it doesn't show any codes logged even when it's actively flashing and I can replicate it. Van still lets me drive it as well.
Oh yeah.. also no free fuel, carwash, vacuum, but they did have it charged to 88%
Anyways long story short I got it home and charged it. Here is the weird thing.. A check engine light comes on when it's turned on without the brake and it begins to start flashing constantly for like 10 seconds then stops and turns solid. If you start the van though it doesn't have a check engine light. If you read the codes with Alfaobd it doesn't show any codes logged even when it's actively flashing and I can replicate it. Van still lets me drive it as well.
Oh yeah.. also no free fuel, carwash, vacuum, but they did have it charged to 88%
@ChryslerCares ; can you educate us on how dealers are supposed to get the info about how to perform this recall? Many seem to be clueless about documents like the one below, showing a fairly significant disconnect between corporate and the dealersNo problem. I'm not on Facebook, so sorry if this is a repeat of what others are posting.
You'd think there'd be a system in place for when service centers receive a vehicle with such a serious recall (safety-wise and financially) that a giant red flag or "WARNING! THIS IS A BIG DEAL!" sign would be attached to it.
That's a good question.@ChryslerCares ; can you educate us on how dealers are supposed to get the info about how to perform this recall? Many seem to be clueless about documents like the one below, showing a fairly significant disconnect between corporate and the dealers
It's also possible the disconnect is not the communication of the material but the adherence to the requirements. We have been following this closely whereas to the dealers it's just another day on the job and if they don't usually spend much time keeping up to speed they won't start now.
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