letter to Ann Tomlanovich

December 16, 2009

Ann Tomlanovich
President, DaimlerChrysler Service Contracts, Inc.
DaimlerChrysler Service Contracts, Inc.
P.O. Box 2700
Troy, Michigan 48007

Dear Ms. Tomlanovich,

As you will see in the enclosed letter to Mr. Marcionne, I’m concerned about the results and implication of a series of recent Chrysler inspections. I’m writing you for two reasons: one is to let you know that your business arm was mentioned in my letter; the other is I had an extremely frustrating call with your staff.

On or about June 2, 2009, I called your consumer hotline (800-521-9922) to ask this question: if I have a Chrysler inspection done on my PT Cruiser and a car component is seen as problematic, will I be liable (ie. not covered by the lifetime powertrain warranty and/or my wrap) if this particular component ultimately fails?
It was nearly impossible to get a direct answer to this question. In fact, after 20 minutes of probing, the answer I had was essentially, “probably.” It’s actually worse than no answer at all.

I’m not expecting an answer to this question from you (or actually a response of any kind) -- I’m leaving that in the hands of Mr. Marchionne -- but I am letting you know that the training this particular service representative had on this particular question was beyond wanting, it was simply weak.

At the very end of the day, a Service Contract is monetary icing on the cake for your company. You know it, I know it, and it’s the very reason that you have this particular job. As a consumer, what I really want on the other end of the phone is someone who can answer a question simply -- especially if the question has a yes or no answer.



Enclosures: 1
cc: cc: Sergio Marchionne, CEO, Chrysler Group LLC

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