Last post on Dec 17, 2011 at 8:39 AM
You are in the Jeep Cherokee and Jeep Grand Cherokee
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Jeep Grand Cherokee, Interior, SUV
#108 of 138 Defective door panels -> Chrysler reimbursement
Apr 13, 2011 (4:49 pm)
I apologize, that in a prior post I made a mistake on 1 digit of the Chrysler phone number. The Toll Free Number for Chrysler is listed at http://www.chrysler.com/en/service_contracts/contact_information/?section=contac- t_information I called the one for Warranty to file a complaint...
Follow these 10 simple steps, & Chrysler WILL reimburse you for defective door panels:
You MUST take that stance that THIS IS A VEHICLE SAFETY issue, due to a supplier's defective plastic resin mix, not a warranty issue. In case of a crash or fire, a passenger or driver might not be able to get out of the vehicle and die from this defect. You don't want to get sued, and you don't want to have to go through the trouble of suing Chrysler for this; you just want to get it fixed!!!
Chrysler recovers the cost of this repair from their supplier via their Supplier Recovery Process, which is in every automotive supplier's contract. You or Chrysler don't pay for this; the supplier pays.
STEP # 1 - COMPLAIN TO National Highway Traffic Safety Administration (NHTSA)
File an online complaint at: https://www-odi.nhtsa.dot.gov/ivoq/online.cfm
List it under "LATCHES/LOCKS/LINKAGES" for your 2005 Jeep Grand Cherokee...
65 complaints are currently under: LATCHES/LOCKS/LINKAGES
29 are under: STRUCTURE:BODY:DOOR
10 complaints are under: LATCHES/LOCKS/LINKAGES:DOORS:LATCH
STEP # 2 - ARM YOURSELF WITH DATA
Print out all 104+ complaints under these 3 categories so you have this as ammunition. You did not cause this situation.
STEP # 3 - GET A CHRYSLER COMPLAINT REFERENCE # (CASE #)
Call the Toll Free Number for Chrysler (listed at http://www.chrysler.com/en/service_contracts/contact_information/?section=contac- t_information - I used the one for Warranty) and start a complaint case number (reference number). BE NICE and POLITE. Don't make a big ruckus a the start. State your case that you have defective plastic that is breaking, cracking, falling off, on all 4 of your door handle assemblies in your door panels. You've heard from other Jeep owners that Chrysler knows about their supplier's defective plastic that was used in the door panels.
STEP # 4 - GET A CASE MANAGER
Stick to your position. Your goal in your first 2 or 3 phone conversations is to get escalated to a Case Manager.
STEP # 5 - GET AN EVALUATION AND PICTURES
Tell your Case Manager that you'd like to email or send in some digital pictures to him/her to show the cracks and holes in your door panels where your door handles are connected. Your CM should tell you to go to a local Chrysler/Jeep dealer service center to have them (an independant 3rd party) "do an evaluation" and take pictures that they will send to the CM. Call and make a dealership service appointment. BE NICE & POLITE at the dealership, and give them your case number. They should testify that you did not break the door handles, and they look defective because of cracks but not impact dents, etc, and you were a nice loyal Jeep customer. You should have his direct extension by now, so notify your CM that the dealership saw the defective parts and took pictures.
STEP # 6 - NEGOTIATE
The CM will receive the pictures and server manager's comments about you, and the defects on your Jeep. Expect further escalation; the CM will talk with you and his manager for approvals for an offer to help you out. The first offer may be for 50% to 60% of the repair. If at least a 90% reimbursement of about $2,400 is not offerred, now is when you begin to up the stakes.
STEP # 7 - RAISE THE STAKES
Your position is: A) THIS IS A VEHICLE SAFETY issue, due to a supplier's defective plastic resin mix, not a warranty issue. B) In case of a crash or fire, a passenger or driver might not be able to get out of the vehicle and die from this defect. C) If something like this happens, you don't want to get sued, and you don't want to have to go through the trouble of suing Chrysler for this; you just want to get it fixed!!! D) Chrysler recovers the cost of this repair from their supplier via their Supplier Recovery Process, which is in every automotive supplier's contract. You or Chrysler don't pay for this; the supplier pays. You should get several offers for Chrysler to reimburse you (pay you back) for a portion of the replacement/repair.
STEP # 8 - AS A LAST RESORT THREATEN LEGAL ACTIONS
State your position again (above). E) Your concern is for the safety of people and possibility of deaths due to a vehicle defect. F) Offer to FAX in your list of 104+ complaints listed with the NHTSA, which are identical to your complaint. G) If you are sued, this case is a record of your similar complaint and the liability lies with Chrysler. You would like to avoid this. H) Tell the CM that you will be contacting your attorney (lawyer) and sending a copy of your complaint, this Chrysler case #, and a copy of the list of 104+ similar complaints. I) Your CM will have to discuss this with his Director for further approvals, so expect a few more days of phone tag.
STEP # 9 - FINALIZE THE OFFERS
You should only have to pay a max of $125, maybe zero ($0) to have this $2,400 replacement/repair done. This depends on how POLITE you have been, how diligent you are, how much PATIENCE you have, etc.
STEP # 10 - REPAIR AND FILE
Procedurally: Once your CM and his Director approves, he will give you specific instructions. You'll have to arrange the repair service and pay the dealership yourself. Then, per your CM's instructions, submit the case #, with a copy of the work order & receipts, to Chrysler and they will mail you a check back.
Enjoy your Jeep again! THE END!
The Ghost Sailor
Apr 16, 2011 (6:11 pm)
Finally, after months of surfing the net, I am finding other posts from people having the same door panel problems I have experienced. My 2005 Grand Cherokee has all four door panels cracked and broken where the door handle is located. The back seat passengers can not open the doors from the inside of the car. This is Very Dangerous!! I have been to 3 Jeep Dealerships in Austin, Texas and get the same old "We have never had a compliant or seen this before. Sorry can't help you". That was just one dealership being "nice". The other two were awful to me. This is my last Chysler product.......... never again will I buy a car where I get such horrible service. I am going to file a complaint with Chysler. This is obviously a defect in the 2005 manufacting of the Grand Cherokee Jeeps. If more filed complaints then perhaps there will be a recall.
#110 of 138 Re: Defective door panels -> Chrysler reimbursement [ghostsailor]
Apr 27, 2011 (8:54 am)
Ok, so I get to step 3 and talk to Chrystler. The guy pretty much shut me down right out gate, stating the vehicle was not under warranty and there was no recall. I pled my case of the safety issue and the fact that it is well documented in the NHTSA website of the failure. I was told, that they would call me if any thing changed. I was given a case number, but I guess it doesnt mean anything since they are not going to call me back. So how do I put step 4 in to effect? I just call them and tell them that I want a case manager? I'm not sure what it is I need to say or do to get to that point.
#111 of 138 Re: Defective door panels -> Chrysler reimbursement [dredd17]
Apr 27, 2011 (8:59 am)
Yeah ask for a case manager and state your case. Obviously you got blown off.
#116 of 138 Ways to fix your broken door handle or cracked interior plastics
May 08, 2011 (12:04 pm)
There is a kit available that fixes the handle housing and not the entire panel. The kit repairs the broken and cracked door handles by replacing the defective plastic that caused the issue. There are 3 options to resolve this handle issue, in order from the most expensive option to the least:
The handle kit
The only other temporary fix would be removing the panel and glueing the pieces of your handle back together. These are the options available to resolve this unfortunately very common problem.