My letters to and from Chrysler about the AC blower.

As some may know, I have had a problem with the front AC blower on my '96
T&C. The dealer said the dash had to be removed to fix the problem--at a
cost of about $900. I both called and wrote Chrysler Customer Service and
asked the question, "Is it necessary to remove the dash to fix the
problem?" The Shop Manual DOES NOTI spoke with Jennifer at Customer
Service. She looked in the OWNER'S MANUAL for the answer but couldn't
find it. (What a shock!) She was nice but business-like. I then wrote a
letter to Chrysler asking the same question.

Their response:

Dear John:

Thank you for your recent email to DaimlerChrysler Motors.

(sic) the technical information you seek is not available to all the
agents,
the not (sic) technical staff agents and the contracted agents can not
assist
or obtain an answer for distribution to the public. Our STAR operation
provides assist to the dealer net work only.

Thank you again for your email.

I promptly responded: It is a simple question. Can NO ONE answer it?

Their response today--and the final series of letters, I hope:

"Thank you for your recent email to DaimlerChrysler Motors.

"Thank you for your recent email expressing interest in DaimlerChrysler
Motors Corporation.
(I swear, they said it twice!)

I AM NOT INTERESTED IN DAIMLER CHRYSLER. I'm interested in the ANSWER to
a "yes" or "no" question. And I'm not interested in getting FORM LETTERS
in response.

"We are proud of our accomplishments and the excitement our products are
generating. We are successful because we concentrate our resources in
areas of new product development, engineering and safety."

But obviously NOT on customer service or information. And the only
excitement I have received is from NOT getting the answer to a simple
question. I have ALL the shop manuals for this van. According to the
manual, the blower relay is BEHIND the junction block. In the section
concerning removing the Junction Block, Page 8E-28, it does NOT say it is
necessary to remove the dash to remove the junction block. So I am
mystified as to WHY the dealer said it was necessary.

"The information you are seeking is either unavailable from
DaimlerChrysler Motors Corporation or considered proprietary."

Sorry, Charlie IT IS AVAILABLE. It's in the SHOP MANUAL! And as for
being proprietary, if that is the case, why is it available in the shop
manual? Is the shop manual right or wrong? Is the dealer right or wrong?


"General information on the subject matter may be available through your
local library."

Sure, my local librarian will answer the question. That is the biggest
case of "pass the buck" I have heard in a long time.

"We simply do not have access to this (sic)nformation, service tech line
does but they are dealer only people and we do not access them for service
information."

So what you are saying is that there is NO way you can TALK to a "service
tech"? Does the term "caa-caa" have any relevance in your vocabulary?
I'm sure that by now you know that I WILL NEVER BUY ANOTHER CHRYSLER
PRODUCT and I will tell EVERYONE who COMTEMPLATES buying one about the
"run-around" I got, trying to get an answer to a simple question. So your
NON-response to my question may eventually cost your company THOUSANDS of
dollars! Of course, I'm only one person but I will also post this on the
Chrysler NewGroup online, so many MORE peoople will know of the
STONWALLING and STUPIDITY involved in this situation.

"We appreciate your interest."

More "caa-caa" If you APPRECIATED my interest, You'd FIND a way to ANSWER
THE QUESTION.

I have a plaque on my desk. It says, "Let's find a few reasons why it CAN
be done." It's obvious to ME that NO ONE IN YOUR ORGANIZATION HAS ONE OF
THESE!!

THEY NEED THEM!!!

By the way, don't waste YOUR time or MY time answering this letter. I
already HAVE the answer.
====================
And that's the way it is!

John

On Mon, 8 Aug 2005, Fieronut wrote:

> As some may know, I have had a problem with the front AC blower on my '96
> T&C. The dealer said the dash had to be removed to fix the problem--at a
> cost of about $900.

<snip the completely predictable result of asking technical questions of
any company's PR department>

It seems you failed to consider the possibility that "We'll have to remove
the dash, and it'll cost you about $900" is dealer-speak for "If you
really want us to mess with this decade-old vehicle, we'll do it, but
you'll pay for the privilege."

Rather than chasing (and biting) your tail playing hide-and-go-seek with
Chrysler's PR team, why not do something proactive about getting the
answer to your question? Something like getting second and third opinions
and quotes on the work, from a non-dealer tech?

> I have ALL the shop manuals for this van. According to the manual, the
> blower relay is BEHIND the junction block. In the section concerning
> removing the Junction Block, Page 8E-28, it does NOT say it is necessary
> to remove the dash to remove the junction block.

Grand, but are you sure your problem is with the blower *relay*? You said
it's a "problem with the blower". Are you just guessing?

DS

"Fieronut" > wrote in message
lkaboutautos.com...
> As some may know, I have had a problem with the front AC blower on my '96
> T&C. The dealer said the dash had to be removed to fix the problem--at a
> cost of about $900. I both called and wrote Chrysler Customer Service and
> asked the question, "Is it necessary to remove the dash to fix the
> problem?" The Shop Manual DOES NOTI spoke with Jennifer at Customer
> Service. She looked in the OWNER'S MANUAL for the answer but couldn't
> find it. (What a shock!) She was nice but business-like. I then wrote a
> letter to Chrysler asking the same question.
>
> Their response:
>
> Dear John:
>
> Thank you for your recent email to DaimlerChrysler Motors.
>
> (sic) the technical information you seek is not available to all the
> agents,
> the not (sic) technical staff agents and the contracted agents can not
> assist
> or obtain an answer for distribution to the public. Our STAR operation
> provides assist to the dealer net work only.
>
> Thank you again for your email.
>
> I promptly responded: It is a simple question. Can NO ONE answer it?
>
> Their response today--and the final series of letters, I hope:
>
> "Thank you for your recent email to DaimlerChrysler Motors.
>
> "Thank you for your recent email expressing interest in DaimlerChrysler
> Motors Corporation.
> (I swear, they said it twice!)
>
> I AM NOT INTERESTED IN DAIMLER CHRYSLER. I'm interested in the ANSWER to
> a "yes" or "no" question. And I'm not interested in getting FORM LETTERS
> in response.
>
> "We are proud of our accomplishments and the excitement our products are
> generating. We are successful because we concentrate our resources in
> areas of new product development, engineering and safety."
>
> But obviously NOT on customer service or information. And the only
> excitement I have received is from NOT getting the answer to a simple
> question. I have ALL the shop manuals for this van. According to the
> manual, the blower relay is BEHIND the junction block. In the section
> concerning removing the Junction Block, Page 8E-28, it does NOT say it is
> necessary to remove the dash to remove the junction block. So I am
> mystified as to WHY the dealer said it was necessary.
>
> "The information you are seeking is either unavailable from
> DaimlerChrysler Motors Corporation or considered proprietary."
>
> Sorry, Charlie IT IS AVAILABLE. It's in the SHOP MANUAL! And as for
> being proprietary, if that is the case, why is it available in the shop
> manual? Is the shop manual right or wrong? Is the dealer right or wrong?
>
>
> "General information on the subject matter may be available through your
> local library."
>
> Sure, my local librarian will answer the question. That is the biggest
> case of "pass the buck" I have heard in a long time.
>
> "We simply do not have access to this (sic)nformation, service tech line
> does but they are dealer only people and we do not access them for service
> information."
>
> So what you are saying is that there is NO way you can TALK to a "service
> tech"? Does the term "caa-caa" have any relevance in your vocabulary?
> I'm sure that by now you know that I WILL NEVER BUY ANOTHER CHRYSLER
> PRODUCT and I will tell EVERYONE who COMTEMPLATES buying one about the
> "run-around" I got, trying to get an answer to a simple question. So your
> NON-response to my question may eventually cost your company THOUSANDS of
> dollars! Of course, I'm only one person but I will also post this on the
> Chrysler NewGroup online, so many MORE peoople will know of the
> STONWALLING and STUPIDITY involved in this situation.
>
> "We appreciate your interest."
>
> More "caa-caa" If you APPRECIATED my interest, You'd FIND a way to ANSWER
> THE QUESTION.
>
> I have a plaque on my desk. It says, "Let's find a few reasons why it CAN
> be done." It's obvious to ME that NO ONE IN YOUR ORGANIZATION HAS ONE OF
> THESE!!
>
> THEY NEED THEM!!!
>
> By the way, don't waste YOUR time or MY time answering this letter. I
> already HAVE the answer.
> ====================
> And that's the way it is!
>
> John
>
>
>
>
That's not a question that can be answered by the phone number you called.
If your blower motor has to be replaced, NO, the assembly does not have to
be removed, If they are telling you the assembly needs to be removed there
must be something more to this estimate that you are not informing this
group.
Glenn Beasley
Chrysler Tech

>Grand, but are you sure your problem is with the >blower *relay*? You
said
>it's a "problem with the blower". Are you just >guessing?

Nope. The dealer's Shop Foreman told me it was the relay and I believe
him this time.

The last time I had a heater problem they ALSO told me it needed the dash
removed but Maxpower suggested the HVAC might be the problem and I fixed
it with one from ebay for $25. That was why I was leary of paying them to
remove the dash THIS time.

But what REALLY got my goat was the STONEWALLING from Chrysler. It was a
simple question requiring a simple answer. I can follow the instructions
in the manual and if I HAD TO DO IT, I could have removed the dash. The
point to my calling and writing them was, since the manual gives
instructions for removing the junction block (and according to the Shop
Foreman, the problem was BEHIND the junction block) without removing the
dash why did the guy tell me they had to R&R the dash?

I have since fixed the problem by running a 12 ga. switched wire to the
blue wire on the fan motor, putting a 40a. fuse in the line and everyting
works. I didn't use a relay but I did solve the problem WITHOUT removing
the dash. Will it stay fixed? Dunno but at least it works now and when I
have TIME, I'll do it right.

John

>That's not a question that can be answered by >the phone number you
called.

Obviously not, but why couldn't they GIVE me a # I COULD call to get the
answer OR give me the # for the DISTRICT mgr so we could talk? They
REFUSED to do either. The only thing I was told at that # was that I
could take my car to a different dealer if I was not satisfied with the
1st one. Or ask the dealer for the # for the District mgr. And in the
e-mails, No answer to the question. And I thot it was a pretty simple
question. Frankly, if I had been the one that received the e-mail from a
customer, I would have tried to find out the answer, if I didn't already
know it. Or at least give a place to find it. But to tell me to to go to
the LIBRARY???? WHAT A FARCE!

>If your blower motor has to be replaced, NO, >the assembly does not have
to be removed,

I knew that the blower motor was not the problem because I had removed the
glove box and made it run by running a wire from the big fuse box by the
battery. And the 40a. fuse was OK. I then was mystified as to why it did
not run AND/or where the relay was, so I could replace it myself. I thot
it might be the resistor so I took it out but it had continuity on all
blades. That left only the relay or some open in the wiring. Since it
had run when I turned it off but did not run when I turned it back on, the
possibility of an open in the wiring seemed remote. That left the relay.
Where the heck was it? I changed around as many relays as I could find,
in the vain hope that one would be the right one. It obviously wasn't, so
when I FINALLY really read the manual THOROUGHLY, I found that it was
behind the junction block. This was AFTER the dealer told me the DASH had
to be removed to get to the relay. As I said in another part of this
thread, I finally just ran a switched wire to the motor, it works and I
will fix the relay when I have the time or the inclination. I know it is
NOT the correct solution but it saved me $900 today.

>If they are telling you the assembly needs to be >removed there must be
something more to this >estimate that you are not informing this
>group.

I think I've answered that question. I REALLY thank your for your honesty
and interest. But why couldn't someone at Chrysler have done the same?

John

"Fieronut" > wrote in message
lkaboutautos.com...
> >That's not a question that can be answered by >the phone number you
> called.
>
> Obviously not, but why couldn't they GIVE me a # I COULD call to get the
> answer OR give me the # for the DISTRICT mgr so we could talk? They
> REFUSED to do either. The only thing I was told at that # was that I
> could take my car to a different dealer if I was not satisfied with the
> 1st one. Or ask the dealer for the # for the District mgr. And in the
> e-mails, No answer to the question. And I thot it was a pretty simple
> question. Frankly, if I had been the one that received the e-mail from a
> customer, I would have tried to find out the answer, if I didn't already
> know it. Or at least give a place to find it. But to tell me to to go to
> the LIBRARY???? WHAT A FARCE!
>
> >If your blower motor has to be replaced, NO, >the assembly does not have
> to be removed,
>
> I knew that the blower motor was not the problem because I had removed the
> glove box and made it run by running a wire from the big fuse box by the
> battery. And the 40a. fuse was OK. I then was mystified as to why it did
> not run AND/or where the relay was, so I could replace it myself. I thot
> it might be the resistor so I took it out but it had continuity on all
> blades. That left only the relay or some open in the wiring. Since it
> had run when I turned it off but did not run when I turned it back on, the
> possibility of an open in the wiring seemed remote. That left the relay.
> Where the heck was it? I changed around as many relays as I could find,
> in the vain hope that one would be the right one. It obviously wasn't, so
> when I FINALLY really read the manual THOROUGHLY, I found that it was
> behind the junction block. This was AFTER the dealer told me the DASH had
> to be removed to get to the relay. As I said in another part of this
> thread, I finally just ran a switched wire to the motor, it works and I
> will fix the relay when I have the time or the inclination. I know it is
> NOT the correct solution but it saved me $900 today.
>
> >If they are telling you the assembly needs to be >removed there must be
> something more to this >estimate that you are not informing this
> >group.
>
> I think I've answered that question. I REALLY thank your for your honesty
> and interest. But why couldn't someone at Chrysler have done the same?
>
> John
>
You need to take that up with the service manager...But what Im saying is
maybe there is a wiring problem behind the unit that has to be repaired,
maybe that is why the assembly has to come out.
Thats what I mean by something more to this then someone is telling us.
And you still have that other option to take it to another dealer/shop!!

Fieronut wrote:

>>That's not a question that can be answered by >the phone number you
>
> called.
>
> Obviously not, but why couldn't they GIVE me a # I COULD call to get the
> answer

I doubt that such a phone number exists for ANY automaker. It would be
great if automakers did have technical assistance lines, but they don't.
Their business model says that kind of information is a dealer function,
and that's the way its always been.

Fieronut wrote:

>>Grand, but are you sure your problem is with the >blower *relay*? You
>
> said
>
>>it's a "problem with the blower". Are you just >guessing?
>
>
> Nope. The dealer's Shop Foreman told me it was the relay and I believe
> him this time.
>
> The last time I had a heater problem they ALSO told me it needed the dash
> removed but Maxpower suggested the HVAC might be the problem and I fixed
> it with one from ebay for $25. That was why I was leary of paying them to
> remove the dash THIS time.
>
> But what REALLY got my goat was the STONEWALLING from Chrysler. It was a
> simple question requiring a simple answer. I can follow the instructions
> in the manual and if I HAD TO DO IT, I could have removed the dash. The
> point to my calling and writing them was, since the manual gives
> instructions for removing the junction block (and according to the Shop
> Foreman, the problem was BEHIND the junction block) without removing the
> dash why did the guy tell me they had to R&R the dash?

If a surgeon tells you that you need your appendix removed do you go
home and call his receptionist and ask if the surgeon's opinion is
correct? That is effectively what you did with D-C...

Call another surgeon, don't call a receptionist.


Matt

"Fieronut" > wrote in message
lkaboutautos.com...
> >That's not a question that can be answered by >the phone number you
> called.
>
> Obviously not, but why couldn't they GIVE me a # I COULD call to get the
> answer OR give me the # for the DISTRICT mgr so we could talk? They
> REFUSED to do either.

The new car dealers make money selling cars. It is only normal that the
factory want them to actually do some things in return for that money.
Such as answering questions from vehicle owners.

Ted

> The last time I had a heater problem they ALSO told me it needed the dash
> removed but Maxpower suggested the HVAC might be the problem and I fixed
> it with one from ebay for $25. That was why I was leary of paying them to
> remove the dash THIS time.
>
> But what REALLY got my goat was the STONEWALLING from Chrysler. It was a
> simple question requiring a simple answer. I can follow the instructions
> in the manual and if I HAD TO DO IT, I could have removed the dash. The
> point to my calling and writing them was, since the manual gives
> instructions for removing the junction block (and according to the Shop
> Foreman, the problem was BEHIND the junction block) without removing the
> dash why did the guy tell me they had to R&R the dash?

So you want Chrysler technical service to drop everything and help out every
single person who wants a technical question on the car. If so, Maybe DC can
charge double the price of the car to ensure they have 50,000 technical
service engineers just to answer phones from the public.

Guess what the car business is set up on distribution. IE) DC has a
franchise network to distribute there vehicles. Therefore the franchisees
whom distribute these vehicles get the exclusive rights to technical
service. The franchisee is forced to purchase special service tools to do
service work on those vehicles also.

If you want the answer to how to R&R for your problem. BUY THE FACTORY
MANUAL