Our Case Is Re-Opened

Tuesday, June 29, 2004
I called Jack to find out what was going on. He answered the phone and I identified myself as "Brad, the guy who drove his family in from Newmarket on Friday and dropped off the package of documentation with you in the lobby". His response was "Can you refresh my memory?". Are there really that many people coming by on a regular basis to bang on the locked doors and deliver documentation on issues with their Daimler Chrysler vehicles? Wow!

Once I finally got him to remember me, he indicated that he had passed on my information to someone else other than Al. I asked him who and his response was "I'd rather not give you his name." What!?!?! Why not!?! I pushed him some more and he promised to find out what was happening and call me back in 5 minutes.

He did call back and indicated that he had spoken to someone named Charles. Charles told him that my documentation has already been passed on to Customer Service in Windsor and that they were waiting to speak with me. He doesn't know what Windsor is doing but I am to call them.

I called Customer Service (spoke with Tony) and explained what was going on. They pulled up my account and there is nothing to indicate that the Mississauga office has been in touch and nothing to indicate that they are wanting to speak with me. I am put on hold for 10 minutes and Tony comes back indicating that now Mississauga is faxing through my documentation and that my case is being re-opened. But I thought it had already been sent?

So, my case has been re-opened. Yippee... I guess. They are going to review my documentation and let me know what they decide. They have no idea on timeframe. It could be days, it could be weeks, or it could be months from now. Very nice!

June 30 - July 19, 2004
My case has been re-opened, but Daimler Chrysler has given me no estimate on how long this process is going to take. I'm told that they will call me when a decision has been made, or I can call in to Customer Service to get the status. So, that's what I've done. I have called every day to find out what is happening. and every day I've been told that my case is still being reviewed. I've been told that there is no estimate on when I will hear back. I've been told that they can't tell me who is reviewing it. When I read off the list of people from the phone list I have, they were surprised, and finally admitted that it is Phil who is still in charge of my case. I asked if I could communicate with Phil and, of course, I get the same answer as before - "Phil does not communicate with customers.".

At this point, my level of frustration is beginning to climb (again).

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