Trying to Get My Case Re-Opened

Thursday, June 3, 2004
I called Daimler Chrysler Customer Service hoping to explain the situation and to see how I can get my case re-opened. I'm told that my case has been reviewed by Phil and that he is satisfied that the issue is resolved, so the case is closed and cannot be re-opened. I cannot comprehend this. How can a case be closed when my issues haven't even been looked at by anyone?

I ask to escalate the issue. Apparently the customer service reps (called customer service managers) have no boss. They report to no one. Their decisions are final. I guess they write their own pay cheques too. I asked where I can come and see someone in person to discuss this. Apparently, Daimler Chrysler has no physical address. I can't talk to anyone else about this. My case is closed. Too bad! Go away!

Friday, June 4 - Wednesday, June 9, 2004
I've called Daimler Chrysler Customer Service every day (sometimes more than once a day) to try and have my case re-opened. My case is closed. Go away!

Thursday, June 10, 2004 - 11:35am
I called Daimler Chrysler Customer Service again, and spoke with Mary. This time I was not going to take no for an answer. They CANNOT close my case without even looking at my complaints! I explained my situation and my disgust to Mary.

Mary looked into my file and told me that Phil's report indicates that he did look for mold and mildew and did not find any. She doesn't understand my concerns. WHAT!!?!?!? How is this possible? Phil's report has now been changed so that it looks like he did look into my complaints!!?!?!!? UNBELIEVABLE!!!

Mary tells me that the case is closed and that there is nothing I can do. There is no one to escalate to. She has no manager and no one she reports to. Her answer is final. "I'm sorry if you don't like the answer but that is our finding."

June 11-24, 2004
During this period, I called Daimler Chrysler Customer Service at least once a day. I argued, and pleaded, and yelled, and probably said some words that I shouldn't have. They still refused to do anything.

I faxed them the documentation from the appraiser indicating that he had found mold, mildew, rust, and corrosion. I faxed a letter from my mechanic detailing his findings of the same. I faxed letters that I had obtained from our family doctor and from an allergy specialist giving proof of the severity of my youngest son's asthma and allergies to mold. I was told that these were passed along to Phil and that he has reviewed them and finds no reason to re-open the case.

I spent several more hours arguing and fighting with Frank, the General Manager at MacIVER Dodge. He still claimed that there was nothing he could do, that there was no one else he could contact to help us, and that it was outside of his control.

Thursday, June 17, 2004
The seal around the right side door on our loaner van is starting to fall off. The issue with the door seals is obviously not just with our vehicle, but seems to be common amongst all Dodge Caravans. What great quality! This loaner vehicle only has 4000kms on it and it's falling apart already.

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