1997 Dodge Intrepid 4 door review from North America

steven@carsurvey.org:

Please note that this review has been editted to remove case numbers and names of Daimler Chrysler employees other than the CEO.

Daimler Chrysler Corporation

1000 Chrysler Drive

Auburn Hills, MI

48326-2766.

Robert J. Eaton

Chairman & CEO.

Dear Mr. Eaton,

As an American I try to support our countries' auto manufacturers by purchasing "American" branded vehicles, and had done exactly that in 1998 when I purchased my Dodge Intrepid from a local dealership. It is the first Daimler Chrysler product that I have ever owned. Previous American vehicles were exclusively Ford products (5) until 1990 when they failed to provide "Adequate Customer Service" surrounding their peeling paint, and air conditioner problems on the 1987 Aero star vans, at that point I swore off ever owning a vehicle from that manufacturer again, and have passed on the stories surrounding my experiences with their corporation and customer service to literally hundreds of individual, even to the extent of forming and initiating a "Lemon Line" at all local dealers.

To date I had experienced few real difficulties with my Daimler Chrysler other than the standard American benchmark of using cheap plastic in such areas of visor clips, cup holders, and buttons, that break and have to replaced, that is until late April of 2002.

My difficulties began with the A606/42LE transmission shifting erratically from second to third gear surging the vehicle forward, after that it would "Lock" into second gear and the engine light would illuminate.

On July, 20, 2002 I had the vehicle electronically diagnosed and it was determined that the Internal Solenoid Pack of the transmission had gone bad, I had it replaced at a cost of over $400.00.

After one week the same problem reoccurred and again I had the vehicle electronically diagnosed and the problem this time was that the Internal Under drive hub had broken, this component (as explained by the dealer's top transmission tech) is a common occurrence and in his opinion is due to a bad weld that connects the Internal shaft with the Hub assembly. Their estimate for the remanufactured Mopar transmission and installation is $2,500.00.

I spent the following 2 days doing exhaustive research on the Internet surrounding other problems reported by owners, the NHTSA, CAS, AutoSafety, etc. I discovered that out of the 139 technical bulletins published for my vehicle 12% were directly connected to the transmission, and that the predecessor of my transmission (the A604) had also been plagued with problems and eventually even recalled. I also discovered that in Canada your corporation is commonly assisting your customers with 50 to 100% cost coverage under the "Customer Goodwill" program in repairing these transmissions.

I contacted your corporation on August, 12,2002 (see addendum below this paragraph) and requested assistance under the "Customer Goodwill" program and was quickly denied with little logical explanation given. Do your Canadian customers deserve a higher level of response than your customers located in your own Country?

Telephone Conversation with Chrysler.

I am calling concerning one of my current Chrysler/Dodge automobiles; it is a 1997 Dodge Intrepid with the A606/42LE in-line transmission.

Recently I have paid for three attempts to diagnose and correct a delayed shifting, and "Limp Home Mode" problem with the transmission. The most recent diagnosis performed by my local Chrysler/Dodge dealership determined a "Broken Internal Hub" in the "Under drive" section of the transmission, and indicated that the transmission would need to be replaced at an estimated cost of $2,500.00.

Since this particular transmission and its predecessor, the A604, have multiple manufacturer TSB's addressing these exact problems, I am requesting a case file be opened for the vehicle and that you authorize the dealership to perform the recommended repairs under the "CUSTOMER GOODWILL REPAIR" for an out of warranty item.

Response from Chrysler:

Stated Goodwill Warranty is done on a case-by-case basis and mine would not be covered. That she had the power to make that decision and that there was no one above her that I could speak with.

To my disbelief and disappointment she offered no assistance, and little explanation of why, or who else had input on the decision that I could speak with. Although I believe in employee empowerment, I also there believe in checks and balances being in place for the sake of customer satisfaction.

Today I write to you as an American citizen, who purchased your American vehicle in goodwill, knowing that there would be some shortcomings while the company transitions under new leadership, but believing it was the right thing to do. I have sworn off ever buying a Ford vehicle again and have stuck to that commitment, my question to you is where does Daimler Chrysler stand? Is it behind their Canadian customers, or their American customers who helped to make you the company you are today?

If you are not familiar with the history of this transmission I invite you to visit several Internet sites that portray the swelling anger and concern your customers are feeling.

In closing I am asking for your intervention in providing outstanding customer assistance to an American car owner who would enjoy being able to not only recommend, but also commend your company and it's level of customer service. I believe that it is only a matter of time before this transmission is also recalled to some extent and hope that you make the commitment to be proactive in my case.

Thank you, and I look forward to you reply.

Reply from Chrysler via email.

Dear Greg:

Your e-mail regarding your Intrepid has been received and the concerns you have raised are appreciated.

After thoroughly reviewing your request and the files on this matter, we respectfully concur with the decision rendered by our Senior Staff.

Thank you for taking the time to communicate with DaimlerChrysler Motors Corporation. It is regrettable that a more favorable reply cannot be provided.

Sincerely.

Senior Staff Representative

DaimlerChrysler Customer Assistance Center.

My reply to them:

Perhaps you could, at the very least, be specific on the exact reasons for denying to assist a "First time Chrysler" owner. After exhaustive research I find I am not alone with these transmissions problems surrounding the A606, and much like it's predecessor will eventually be handle through a recall due to quality issues. The question is will Chrysler be proactive in providing customer service, or reactive only after a formal recall? Once I receive the specifics than we can address them each and hopefully restore some level of customer satisfaction and confidence in your company standing behind your product.

CHRYSLER - 1-800-422-4797 - Brochures, dealer locator.

CHRYSLER - 1-800-521-9922 - Service Contracts.

CHRYSLER - 1-800-992-1997 - Customer relations.

CHRYSLER - 1-800-853-1403 - Recall information.

CHRYSLER - 1-800-521-2779 - Roadside Assistance.

CHRYSLER - 1-800-465-2001 - Canada Customer Assistance - English.

CHRYSLER - 1-800-387-9983 - Canada Customer Assistance - French.

CHRYSLER - Customer Relations Zone Offices.

DODGE - 1-800-423-6343 - Brochures, dealer locator.

DODGE - 1-800-992-1997 - Customer relations.

DODGE - 1-800-853-1403 - Recall information.

DODGE - 1-800-521-2779 - Roadside Assistance.

DODGE - 1-800-465-2001 - Canada Customer Assistance - English.

DODGE - 1-800-387-9983 - Canada Customer Assistance - French.

DODGE - Customer Relations Zone Offices.

Orlando Zone

Customer Relations Manager

Chrysler Corporation

8000 South Orange Blossom Trail

Orlando, FL 32809

407-352-7430.

Atlanta Zone

Customer Relations Manager

Chrysler Corporation

3350 Cumberland Circle, Ste. 800

Atlanta, GA 30339

404-644-6888.