How to Deal With Chrysler Corp.

	From the Chrysler FAQ

	* Be *polite* and *calm* but assertive at all times. Do not take no
	for an answer but do *not* act angry or threaten them. This will
	only make matters worse. Chrysler's customer service is often very
	good but the people seem to be very sensitive, for some reason.
	They also often don't know what they're talking about, so
	elaboration may help. If all else fails, thank the person, then
	immediately call back and speak to someone else. Always take down
	their name for your reference!

	* Know what you're talking about. Check the FAQ, TSBs, and recalls
	(using the free Alldata "titles-only" service and posts in the
	newsgroup) before you visit the dealer with a problem. Using the
	Alldata service may lead you to have new, lower standards for fair
	treatment.

	* Don't expect Chrysler to change something just because it's listed
	in a TSB (technical service bulletin). TSBs describe solutions to
	problems which may not apply to your car; they are *not* recalls,
	though Chrysler often fixes cars out of warranty if there is a known
	problem and TSB on it.

	* Even if you are in an adversarial relationship with a dealer or
	Chrysler, always act in a friendly, nonthreatening, non-angry,
	non-adversarial manner. You can get more flies with honey than with
	anger.Or something like that.

	* Don't take "no" for an answer from a dealer. Immediately call
	Chrysler at 800-992-1997 from a pay phone if you have to. They will
	call the dealer. Often, work the dealer would charge hundreds of
	dollars for will suddenly become free. Jobs the dealer wants to have
	your car for over a period of days will suddenly be done within the
	hour. Loaner cars will miraculously become available for free.

	* If your dealer keeps fixing the same thing over and over again,
	get another dealer.

	* If your dealer treats you badly, lies to you, refuses to do the
	work, etc., get another dealer.

	* Look for five-star dealers, but remember that five stars is not an
	assurance of high quality, and that great dealers may get less than
	five stars. Statistical sampling is not a high art at Chrysler
	Corp.; their survey form desparately needs work from people who
	actually understand how to survey customers.

	* If you have a continuing problem, speak to the people at your zone
	office (in your owner's manual). Be polite but assertive. They will
	probably send down a factory rep. Do not threaten them. If they
	still don't fix the car, politely begin to negotiate.

	* If that doesn't work, take the next step and contact Chrysler in
	Highland Park (800-992-1997).

	* If that fails, there are two steps you can take. 1. File an
	  official lemon law complaint with your state. Do not assume that
	  your negotiations with Chrysler should suddenly come to an end or
	  become angry. This will get their attention, but chances are your
	  problem is not serious enough to merit a legally imposed solution.
	  2. Go through the Customer Arbitration Board.

	* Most problems will end there. If not, look through your Yellow
	Pages to find a lawyer *specializing* in lemon law problems. Most
	lawyers don't know the first thing about lemon law! A good
	specialist lawyer will immediately know the people at the zone
	office and will first try to talk nice to them to solve the problem.
	If negotiation is not their first move, they are not the right
	lawyer. Normally, you can get a better deal through negotiation than
	through lawsuits. (This may not be true for all states, but it sure
	is in New Jersey).

	* Realize that your chances of getting cash are EXTREMELY slim. You
	will probably get a replacement Chrysler product. This is OK. You
	will not get all of your money back, either as credit towards a new
	car or as cash, no matter what you do. Chrysler's policy on lemons
	is to follow the state law, though they will negotiate. Most states
	impose a penalty on each mile of use before the first lemon-type
	complaint. This is normal.

	* Go through the latest TSBs again.

	*Whenever your dealer lies to you or is too incompetent, send a letter
	to Dealer Agreements or the Customer Center, Box 302, Centerline, MI
	48015.