----------
> From: Gregory M Smith <gmsmith@ux1.cso.uiuc.edu>
> To: Dakota Mailing List <dakota-truck@buffnet.net>
> Subject: DML: R-12 A/C '93 Dakota dilemma follow-up (long)
> Date: Wednesday, October 01, 1997 02:21 PM
>
> Thanks to all the folks who responded to my original post regarding the
> A/C system failure on my 1993 Dakota. To follow up, I received a call
> from a representative of the Chrysler Corporation informing me that they
> are refunding me the full amount of $147.68. The following includes my
> original post and the successful letter that I sent to Chrysler
Corporation
> requesting at least some measure of customer satisfaction.
>
> Enjoy!
>
> Greg Smith <gmsmith@uiuc.edu>
> 1993 Dodge Dakota LE Club Cab 4x2 V-8
>
__________________________________________________________________________
>
> Here is my original post requesting feedback regarding a leak in the A/C
> system of my 1993 Dodge Dakota.
>
>
> On Tue, 15 Jul 1997, Gregory M Smith wrote:
>
> > Hi Folks,
> >
> > I own a 1993 Dodge Dakota with 53,000 miles that I purchased new in
> > August, 1993. I have a dilemma regarding it's A/C system. When I
turned
> > on the A/C this past spring, the compressor did some major short
cycling
> > which indicated to me that the system was low on R-12 refrigerant or
there
> > was a possible problem with the low pressure cut-off switch. I didn't
> > drive the truck much and/or didn't need the A/C till this past June.
When
> > I tried to use the A/C in June, the compressor clutch didn't engage at
> > all. Oh well, off I go to my friendly Dodge dealer's service
department
> > to have my malfunctioning A/C system diagnosed and repaired. Since I
> > purchased a 5yr/70k Chrysler extended service contract with High Tech
> > option when I bought the truck new, I was confident that it would only
> > cost me the required $25 deductible to get my A/C system repaired.
> >
> > Needless to say, I am very unhappy that it cost me $147.68 to get my
A/C
> > system recharged with 40 oz of R-12 freon and the service department at
my
> > Dodge dealership was unable to find a leak in the system. Since they
> > cannot find the leak that the service manager admits has to be there
> > somewhere (or the R-12 wouldn't have leaked out), they are unable to
> > replace the faulty part and therefore I am not covered by my Chrysler
> > service contract. I was told by the service manager to "keep an eye on
> > it" and if the freon leaks out in a reasonable amount of time (defined
as
> > the rest of this A/C season a.k.a the next couple months here in
Central
> > Illinois) they will check it out again and possibly do a fluorescent
dye
> > test. My service contract covers every conceivable component
> > of the A/C system on my Dakota including hoses, seals and gaskets.
> > Obviously, a covered component is faulty or the R-12 in the system
> > wouldn't have found it's way to the ozone layer.
> >
> > I've talked with a customer relations representative at the Chicago
zone
> > office and his response was that since the service technician could not
> > find a leak in the system, the recharging with R-12 refrigerant would
be
> > considered a maintenance item for which the customer is financially
> > responsible. My question to anyone who may have tangible knowledge or
an
> > informed opinion is: "At what rate does the A/C system on a Chrysler
> > corporation vehicle have to spew CFC laden R-12 into the atmosphere
before
> > Chrysler acknowledges that there may need to be a repair?"
> >
> > Any information or opinions would be greatly appreciated. Please let
me
> > know if you would like more information.
> >
> > Thanks!
> >
> > Greg Smith <gmsmith@uiuc.edu>
> > 1993 Dodge Dakota LE Club Cab V-8
> ________________________________________________________________________
>
> Here is the letter that I sent to Chrysler Corporation at their request
> that netted me the customer satisfaction that I was looking for.
>
>
>
> Greg Smith
> P.O. Box 144
> Sidney, IL 61877-0144
> Home - (217)688-2531
> Work - (217)333-7856
>
>
> September 17, 1997
>
> Chrysler Corporation
> P.O. Box 21-8004
> Auburn Hills, MI 48321
>
> RE: File # 4211027
> Vehicle - 1993 Dodge Dakota LE Club Cab 4x2 5.2L
> VIN - 1B7GL23Y4PS249354 Mileage - 54,100 miles
> Purchased New - 08/31/93
> Dealership - Shelby Motors, Inc., Champaign, IL
>
> Dear Chrysler Corporation,
>
> At the request of Josh at the National Customer Relations Office during
our
> telephone conversation of 09/03/97, I am forwarding the original invoice
> printouts from my last four visits to Shelby Motors, Inc. concerning a
leak
> in the air conditioning system of my 1993 Dodge Dakota that I purchased
new
> in August, 1993. In an effort to obtain at least some measure of
customer
> satisfaction, I am requesting a refund of $122.68. I had to pay $147.68
for
> service that should, in my opinion, be covered under the Chrysler Service
> Contract that I purchased with my Dakota at the time of delivery. The
amount
> of $122.68 that I am requesting is simply the amount of the covered
service
> less the required $25.00 deductible per the service contract. This
amount
> that I am requesting does not include all the time and hassle I have
invested
> in trying to get this matter resolved with Shelby Motors.
>
> The air conditioning on my Dakota quit working earlier this summer. I
took
> it to Shelby Motors on 07/02/97 to have it repaired. I explained that I
have
> a Chrysler Service Contract that covers all components of the A/C system
at
> the time of drop off. When I picked up my Dakota that afternoon I was
> distressed that I had to pay $147.68 instead of the $25.00 deductible
that I
> had anticipated. I was told that the A/C system had leaked out all it's
R-12
> freon and that they recharged the system with the full 40 ounces of R-12
but
> then could not find any leaks with their leak detector. (See invoice no.
> DOCS22740) I was told by the service manager, Scott Johnson, that
although
> there is obviously a leak somewhere, since they could not locate it, I
would
> have to pay for the A/C recharge. I was also told to "keep an eye on it"
and
> if the leak shows up within "a reasonable amount of time", Shelby's would
> refund my money less the $25.00 deductible required of the service
contract.
>
> After performing a closer visual inspection and noticing a small seepage
of
> A/C system oil at the junction where the A/C lines attach to the
expansion
> valve near the firewall, I returned to Shelby Motors on 07/10/97 to point
out
> this potential leak and request that they retest the system for leaks.
When
> I had previously mentioned that the service contract that I had purchased
> covers all components of the A/C system, including seals and gaskets,
Scott
> Johnson told me that I was wrong and that the contract only covers major
> components. It was during this visit on 07/10/97 that I provided Mr.
Johnson
> with a copy of my Chrysler Service Contract which clearly stated that all
> seals, gaskets, hoses, etc. were covered items. His response was that he
> wasn't familiar with all of Chrysler's service contracts. Regarding the
> retest for leaks, I was told that although the oil seepage could indicate
the
> location of the leak, their leak detector could not detect it and they
would
> not replace the gasket at that junction. Again, I was told that there
was
> obviously a leak in the A/C system, but they could not find it. (See
invoice
> no. DOCS22927) It was at this time that I began to doubt the
> sensitivity/accuracy of their leak detector apparatus.
>
> After talking with the service managers and technicians at several other
> Dodge and Chrysler dealerships, it became quite obvious that there were
some
> serious inconsistencies in the diagnostic procedures between the service
> departments of the other Chrysler Corporation dealerships and those of
Shelby
> Motors. The majority of the other Chrysler service personnel indicated
that
> they do not rely heavily on the accuracy of the leak detector and that
the
> most effective and proven method of identifying a leak in an A/C system
is to
> introduce dye into the system. Most of the service personnel I spoke
with
> told me that they introduce the dye into the system at the time that they
> recharge the system with freon anytime a leak is suspected. When I asked
> these service managers and technicians how the dye would have to be
> introduced into my A/C system, they all told me that the system would be
> evacuated and the dye would be added to the freon when it was put back
into
> the system through the normal service point. A few Dodge dealership
service
> departments indicated that they don't even use the leak detector because,
in
> their opinion, the dye is the only way to find a leak without question.
I
> proceeded to ask Scott Johnson at Shelby Motors why they had not
introduced
> the dye to the system to find the leak. He stated that it was not their
> normal operating procedure to use the dye and that he was comfortable
with
> using their leak detector apparatus. I informed Mr. Johnson of the
> procedures used at all the other Dodge dealership service departments
that I
> had visited and then asked him if he would put the dye in my system. He
told
> me that if I wanted the dye, they would put it in and that in order to
> introduce the dye to the system, they would have to evacuate the system
of
> the existing freon, disconnect a line, pour the dye into the end of the
> disconnected line, replace a gasket, reconnect the line and recharge the
> system with the freon. Again, I pointed out the inconsistency between
> Shelby's procedure and that of all the other Dodge service departments I
had
> spoken to. Mr. Johnson insisted that they have no way of introducing the
dye
> to the system without removing a line and replacing a gasket. At this
point
> I told him that I didn't care how they did it, I wanted the dye put in
the
> system so that we can find the R-12 freon leak.
>
> On 07/30/97, Shelby Motors introduced the dye to the A/C system on my
Dakota.
> (See invoice no. DOCS23593) I asked Scott Johnson if I could see which
line
> was removed to add the dye and which gasket was going to be replaced.
Citing
> their policy of non-employees in the service area, he would not allow me
to
> witness the procedure. When my truck was finished, I was given the
> aforementioned invoice showing that the dye had been added and a gasket
> replaced and told to "keep an eye on it". I thanked Scott Johnson for
adding
> the dye to the system and left still not knowing which line was removed
to
> add the dye and which gasket was replaced.
>
> Due to cool outside temperatures and the fact that I don't drive my
Dakota
> everyday, I didn't use the air conditioning much in the first 2-3 weeks
of
> August, 1997 and consequently didn't notice any leakage of dye at any
> location on the A/C system. When I did finally drive my Dakota on a very
hot
> and humid day and used the air conditioning to it's full potential, I
lifted
> the hood to notice a leak of a bright orange oily substance coming from
the
> junction of the hoses at the expansion valve. This is the same location
> where the residual A/C system oil had seeped out previously. At this
> discovery of the leaking dye, it appeared that the gasket at the
expansion
> valve junction has been allowing the freon to leak out when under the
high
> pressures created by running the A/C on max on a very hot and humid day
in
> stop and go traffic as well as on the highway as I had done the day that
I
> discovered this leak. I made an appointment with Shelby Motors to have
my
> A/C system repaired since the leak had now been located thanks to the use
of
> the dye. I was also expecting a refund of $122.68 that I had been
promised
> by Scott Johnson if and when a leak was found.
>
> When I dropped off my Dakota on the morning of 09/03/97, I pointed out
the
> location of the leak at the expansion valve and reiterated that this was
the
> exact same place that the leak was suspected due to the residual A/C
system
> oil at that junction. I was told that when I picked the truck up that
> afternoon I should receive the refund for the service that I had to pay
for
> initially since it could now be claimed under my extended service
contract
> due to the fact that the leak had now apparently been located and the
faulty
> gasket (covered component) could now be replaced. Upon picking up my
Dakota,
> I was disappointed, but not really surprised, that Shelby Motors was once
> again willing to send me away unhappy and unsatisfied. I was told that
the
> junction of the hoses at the expansion valve was the location of the
> disassembly to add the dye and that the gasket at this junction was
replaced
> at that time. This was my first knowledge that the hoses were removed at
the
> expansion valve and the gasket in question was the gasket replaced when
the
> dye was added. I was told that the bolt at that junction was loose and
was
> the cause of the leak. (See invoice no. DOCS24694) Shelby Motors
replaced
> the same gasket for a second time and Scott Johnson told me that since
the
> bolt was loose and they didn't think that the gasket they had replaced
was
> faulty that they couldn't bill the original job to my service contract
and
> that they would not refund any of the money I had to spend initially. I
have
> to wonder why then it says to "bill to service policy" in the comments
> section of the aforementioned invoice. I asked Scott Johnson if the
original
> gasket that they replaced at the expansion valve when they put the dye in
> could have been the leak, especially since it was suspected due to the
> residual oil seepage at that junction to begin with. I was told that
since
> their leak detector didn't indicate a leak with the original gasket that
> we'll never know if it was the problem and "to keep an eye on it" and
"let us
> know if you have any problems". This was when I realized that Shelby
Motors
> has no intentions on satisfying me as a customer. It is unfortunate that
had
> I went to one of many other Chrysler Corporation service departments, I
would
> not have to be appealing to your office for satisfaction.
>
> Please review my request for customer satisfaction carefully and please
call
> either of the phone numbers listed on the letterhead of the first page if
you
> have any questions. Your consideration and attention to this matter is
> greatly appreciated.
>
>
> Sincerely,
>
>
>
> Greg Smith
>
>
Hey Greg, think you could write me a letter to get off of
work with pay for a week or two?? He he...
They didn't have a leg to stand on, let alone kneel!!
Way to go.
Sam '95 SLT Dakota
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