letter to Sergio Marchionne

{note: original document was sent via certified US post -- hypertext links are for background information, the formatting is not part of the original letter and is a side-effect of the way html appears on a browser screen.}

December 16, 2009


Sergio Marchionne
CEO
Chrysler Group LLC
PO Box 21-8004
Auburn Hills, MI 48321-8004

Dear Mr. Marchionne,

RE: INSPECTIONS, WARRANTY AND SERVICE CONTRACT #ZZZ OF VIN XXX

I’m writing to you due to recent inspections on my 2008 PT Cruiser by Chapman Chrysler Jeep in Henderson, NV, which I believe are not correctly reflecting the state of my vehicle. This letter is an effort to ensure that my lifetime powertrain warranty and the associated “Lifetime Maximum Care Wrap” Service Contract (LMCW) will remain valid and intact.

Allow me to back up...In November of 2007, Chrysler announced the discontinuation of one of the most fun cars I’d ever driven: the PT Cruiser convertible. I had one made to order once I discovered that I could get a LMCW. To be very clear, my LMCW -- combined with the lifetime powertrain warranty -- is the reason I sold both of my Hondas and became a Chrysler customer for the first time in my life.

In anticipation, I read the 2008 Owner’s Manual (OM) online before my car had even been built. Since my Cruiser would be the most expensive single item I would own, I knew that I would conform to the much more rigid Maintenance Schedule B (OM pg. 434), irrespective of how I actually drove the car. I figured that that way if anything ever happened to the car mechanically I could never be challenged as to whether or not I had chosen the right service schedule, and somehow void my LMCW coverage as a result. Even though there’s no mention of this possible objection in the contract itself, I didn’t ever want to broach the possibility of breach of contract in this way with anyone at Chrysler.

I’ve been driving a lot -- my car has more than 46,000 miles in less than two years. Thanks your distributed dealership network, I’ve had the 15 requisite services needed to this point performed by nine different Chrysler dealers in three different states.
On the whole the car has been doing very well, and my experience with your dealer network has been quite good. There is one notable exception...
On May 28, 2009, I took my car to Chapman Chrysler in Henderson, NV for my 33,000 mile inspection. Using a coupon from the Chrysler Web site I received an oil change, an air filter and an inspection for the (much appreciated) bargain price of $22.

The service components were exchanged without a hitch, but the inspection came back shocking. My car “failed” (their term) an automatic transmission fluid check, a power steering fluid check and a fuel line check. In all cases the fluids or components were found to be “dirty.” I was also “cautioned” on the brake fluid level/condition “due to mileage,” and I was told that my tires should be rotated and balanced. Combined, the price of these services would come to more than $800. This on a car that was less than a year-and-a-half old, and at 33,000 miles, still under full warranty.
I was surprised since the (far more extensive) 30,000 mile service at Las Vegas’ United Chrysler (they were still a dealer at this time, they are not any more) showed none of these problems.

I pressed my service advisor a bit. I told him I knew I was responsible for standard maintenance (LMCW pg. 4) but these items were far from standard. The brake service isn’t due until 48,000 miles and even then only if the car is used for towing (OM pg. 441), which it definitely is not. The transmission fluid is due for a change at 60,000 miles only if my car is used for police, taxi, limousine or trailer (OM pgs. 442, 447), which again, it definitely is not. And the fuel injector service? It doesn’t even appear in the OM.

I said, “Listen, if all this stuff is bad, it should still be covered under warranty. There’s no way this is ‘standard service.’ It’s definitely not required as part of Schedule B in the Owner’s Manual at this mileage. None of it’s even close.”

My advisor shrugged and suggested that desert driving can put excessive wear on a car. I said, “Not that it matters, but the vast majority of my miles are not in the deserts. I don’t even live here.” I declined the services.

That same day, I called my brother, b1-67er. He’s a licensed Professional Engineer with several automotive patents to his name (I encourage you to do a Google search -- he’ll show up when you do a search for the phrase “world’s best mechanical engineer”) and is a specialist in failure analysis. He was immediately extremely suspicious of the diagnosis.

This gave me a quandary, what happens if an inspection shows a “failed” component and then subsequently that piece develops a fault and I need warranty work done?
On or about June 2, I called the DaimlerChrysler Service Contracts hotline (800-521-9922) essentially asking, “if Chrysler does an inspection on my vehicle and you find something's wrong (like dirty automatic transmission fluid), and I don't change it, and it subsequently fails, am I still covered by the lifetime powertrain warranty (or the wrap)?”

Mr. Marchionne, you just can’t believe how difficult it was to get a simple answer to that question. It took nearly 20 minutes of back-and-forth conversation, but the service representative essentially said, “no, you would be liable” -- in the most non-committal way you’ve ever heard in your life.

This puts me in an awkward catch-22, because essentially what Chrysler is saying is “no, once we spot a problem, if it’s not fixed, you are not covered under warranty,” but if those components subsequently fail, the warranty is no longer valid. It doesn’t make any legal sense because it’s not “prescribed” in the OM (LMCW pg. 4).

On July 16, my 36,000 mile service is done at AutoWest Chrysler in Fremont, CA. As part of the coupon for an oil change, they too do an inspection of my car. They find nothing wrong.

The 39,000 and 42,000 mile services are both done a Chapman in Henderson. Once again on both of these they claim the same problems from the 33,000 mile service (I don’t know for certain that they actually re-tested at these times -- it’s possible they were just re-publishing their previous tests).
For the 45,000 mile service I go to My Chrysler in Salinas, CA. They do the general inspection as part of my oil change coupon and find nothing wrong.

I’m not going to say if Chapman is correct in their belief that my car has several problems -- as a consumer, I don’t think I should have to. For certain there are three other Chrysler dealers who have not found the problems reported by Chapman during the same rough period of time. Instead I’m going to take a step back and look at the bigger picture.
One of three things has to be true (possibly in combination):

•  Chapman is incorrect about what’s wrong with my vehicle.
•  Chapman’s tests are far more precise than the other Chrysler dealers I have gone to. That’s why they are showing problems that others do not.
•  The other Chrysler dealers I have been going to are not actually performing the inspections, or are simply failing to spot what’s “wrong” with my vehicle.

Of these three -- especially given the expert advice of my brother -- I think one of the first two must be correct. My bet is on the first one.

I studiously avoid being confrontational as a consumer of a company’s products. I’d much rather get along with my service provider than try to fight them (and, quite honestly, I want to see Chrysler, in all forms, do well). To this end, this is what I’d like to see you provide to me as a consumer of your product:

• Authorize a San Francisco Bay Chrysler dealer (e.g. someone like Stevens Creek) to do an inspection on my vehicle -- looking specifically for the problems reported by Chapman. This ensures that the inspection would be done well-away from any influence that Chapman might exert giving a better chance for a “true” inspection. It’s also closer to where I live.
• If the inspecting dealer finds any of the problems that Chapman have reported, give authorization to have that repair done under warranty. Clearly these problems should not be appearing at this mileage (they are not prescribed by the OM at this mileage) and need to be fixed. They were all originally spotted well within the original 3 year/36,000 mile time period.
• If the inspecting dealer finds no problem, then have them provide that information in writing -- this would give me coverage for any problems that may arise in the future.
• Alternatively, you could simply send a letter saying that as long as I follow the service recommendations in my OM, I am covered by my plans (the powertrain warranty and/or the LMCW), and I do not have to comply with inspection results.

If you are not able, or unwilling, to provide this to me as a service, there are a few things that I want to make clear for the record:

1. By both Federal law and your LMCW (pg. 4) I am not required to have my car serviced at a Chrysler dealership to maintain the validity of my warranty. Being able to prove that the car was serviced is good enough for fulfillment. I use your dealerships because I never want to have a non-Chrysler service on my car called into question. However, if the inspections are creating difficulties themselves, it’s senseless for me to accept them and I should move outside the dealer chain of reference to minimize my expense and hassle.
2. I do not consider Chapman’s assessment of my vehicle to be accurate. There are eight other unique Chrysler dealers who have never found a problem with my vehicle -- three of them immediately surrounding Chapman reviews.
3. Chrysler’s unwillingness to help would make me a vocal advocate against your corporation. I am not saying this as some quasi-form of psychological blackmail (nor do I think I have much clout), it’s merely that I cannot, in good conscience, support a corporation who supports what I believe are predatory business practices. (I do not believe this is true at the present time.)
4. Nowhere in the LMCW, nor in the OM, does it say that I am responsible for correcting problems found by Chrysler inspections. In fact, due to #1 above, Chrysler inspections are not required. I stand by the sentence on page 4 of the LMCW fully, “your responsibility is to properly operate, care for and maintain the vehicle as prescribed in the OM supplied by the manufacturer” (my emphasis added). That is precisely what I do, and to the letter. There is nothing I have agreed to in principal, nor in print, that says I have to abide by a recommendation resulting from an inspection. (Especially one that equals 4% of the original price of my car in less than two years of use.)

Mr. Marchionne, I don’t delude myself for a second. I know the chances are essentially zero that you will read this letter -- it undoubtedly will be batted from department to department for awhile before it ends on the desk of someone who’d rather not deal with it. But that doesn’t lessen the fact that I believe in my cause, nor does it take away from the fact that I am (at least for the moment) a fan of Chrysler’s. I bought my car when everyone I knew or talked to thought it was an act of folly. Essentially my pals asked, “What good is lifetime if the company has no life?”

But I know a thing or two about business and the law. And I admire what it took to for a major corporation to come out with a lifetime warranty. I was enthralled enough that I decided to come along for the ride. I have a ‘blog dedicated to my car (in fact, this letter appears there, as will any response you send) -- I encourage anyone who sees reads letter to give it a look at http://www.continualcar.com/.

I realize that I’m the smallest conceivable mite on a planet of the much bigger problems you deal with, but before you completely wave me off, consider this: if even one percent of current Honda owners had done the same as I, Chrysler would have no monetary troubles (and, ironically, you wouldn’t have to read this letter right now, because you wouldn’t be running the corporation).

The entire purpose of this letter is to put a stake in the ground now to help stave off any possible problems in the future. This missive isn’t a warning; it’s a request for official help. I bought my PT Cruiser for enjoyment of a fun car and to be a participant in a grand experiment conducted by a company that had its back against the wall.

So far the experience has been great. My car is extremely solid and reliable. On the whole my experience with your dealers has been extremely good (especially Chapman, if you ignore the inspection “problems”) -- better than my old Honda dealers. I don’t want to give you the impression that I’m upset with Chrysler, because I’m not. I’m just doing everything I can to never buy another car again, including writing this letter.

Thank you for your time and consideration,

b1

Enclosures: 6

cc: Mark Akbar, General Manager, AutoWest Dodge Chrysler Jeep

Nick Banker, General Manager, Chapman Chrysler Jeep
Sylvia Campbell, CEO, Southern Nevada Better Business Bureau
Timothy Geithner, Secretary of the Treasury, United States Department of Treasury
Tom Maher, Owner, My Jeep Chrysler Dodge
Ann Tomlanovich, President, DaimlerChrysler Service Contracts, Inc.
ecc: b1-67er, Professional Engineer
J. Scott Maberry, Esq

32,985 mile service

new coupon, new dealership.

what starts as a routine oil change ends very oddly.

i'm supposed to get an oil change and an air filter (not that i need it, but that's what the coupon's for). which is fine and that's what i get.

but their inspection turns up, get this: failure of the fuel injection system, dirty power steering fluid and dirty automatic transmission fluid. at 33,000 miles? this sounds highly suspicious.

i tell them "no thanks" to the $814 worth of service they've suggested and pull out my owner's manual ...

... because if i'm responsible for standard and required maintenance, what's required when?

there's no reference to the power steering fluid change, but transmission fluid is expected, get this, at 60k miles if i'm a taxi, a police car or a delivery truck.

i call my brother and he's immediately suspicious of all their findings. he knows i've been taking care of the vehicle. he also knows how vehicles of this type behave over time. essentially he believes their claims are ludicrous. and because he believes that, so do i.

or more precisely, if those things are in fact, wrong, they should be covered by warranty because they fall into the realm of defective.

and i don't know what it means to have a black mark on my record like this. if they say it's at fault, and i don't fix it because it's not standard maintenance, are they going to filch when i bring it in for warranty repair on failure? (yeah, that's what i think too.)

it all leaves a particularly bad taste in my mouth.

i need to talk to the service contract people.

chapman chrysler jeep, i officially don't trust you.

$22

i told you so ...

got a letter in the mail from chrysler.

the short version of seven paragraphs:

* chrysler is filing bankruptcy and merging with fiat
(a wrinkle in what my bother and i talked about a year and a half ago)

* "the new company will seamlessly honor all warranty claims and service contracts."
(both what i had predicted and what i'd been told by the service people)

which means the continual car concept lives on.

(this written 12/10/09 as i found the letter in a stack of old stuff.  pre-dated to match the date of the letter "may 2009.")

... or maybe so ...

it appears that bankruptcy is imminent for at least one of the major car manufacturers, and there's no question that chrysler will end up pulling the trigger in that game of russian roulette. the obvious question is what happens to the continual car service contract? because if there's no contract, the continual car isn't a forever living vampire, sucking down the world's resources; it's nothing more than a zombie waiting to get shot in the head -- just like the car you drive.

i don't need that.

it's so easy to get wound up in speculation about "oh, what if this happens?" and "oh, what if that happens?" that it becomes easy to ignore the obvious, which is why don't you just ask the people directly involved. from an information point of view, by far the biggest weakness of the internet is hearsay, false rumor, and the absolute worst -- idle speculation. i'm not going to fall into that trap so i call daimlerchrysler service contracts, the people i have a legal agreement with for the continual car.

i dive deep into a voice recognition phone tree for my service contract number, ultimately not being able to tell what choice i'm supposed to make so i just say "operator." a short pause brings me to a real live person that batters me with questions. what's my name? what's the last 8 digits of my VIN? what's my address and phone number? who was president after millard fillmore?

i know all that stuff and at four minutes past my dialling the telephone we're through all the nonsense. which means we're to the good part.

me: "as i'm sure you're all too aware, chrysler is in big time financial trouble. they might go bankrupt. if they do, what happens to this service contract?"

service operator guy: "sir, we have no information regarding the financial situation of chrysler. as soon as we do, we'll inform you. but if something like that did happen, your service contract still applies. it's a confidential {i'm pretty sure that's the word he used, it stuck to me because i'd never heard it in that context} legally binding contract."

me: "i just want to be absolutely clear here ... unless something totally insane happens, like chrysler declaring chapter seven {that's the form of bankruptcy where a company just vanishes}, i am covered. if chrysler were to declare bankruptcy, like a chapter 11, i'd still be able to get my car fixed under this service contract."

service: "that's correct. is there anything else i can do for you?"

me: "no, that's quite enough. thank you."

24,028 mile service

boardwalk chrysler wasn't honoring the latest set of chrysler coupons so i took my car to autowest dodge chrysler jeep. in addition to the oil change and tire rotation, i mentioned the recurrence of the air bag light and the repeating problem with error code po456. i was given a gigantic panel van as my rental car.

i was promised my car in a day, but got it back in two due to a couple of mild complications. it turned out the airbag problem was actually a faulty seat belt connector, so they replaced it -- i could tell just driving it off the lot that they got that right.

they did a pressure check on the fuel system and found a small leak in the gas cap, replacing it as well. that too must have been the right answer because i haven't had any problems since.

two problems that would be easy for a dealer to blow off and both were fixed quickly and correctly. very impressive. they'd get full marks except when they returned my car it had been shat upon pretty heavily by seagulls -- problematic because washing my top is a by-hand, two-step process (i have to wash/brush it, let it dry and then waterproof it again).

$22

i'm leaking, i'm leaking again

the engine light came on the day before i was due to do* the las vegas, NV -> santa clara, CA drive. desert chrysler were super-helpful and able to take me in in the early afternoon. a quick check from them (so quick, in fact, that i had not left the lot in my [free] rental) revealed the return of error code P0456.

good news and bad news. the good being that i can make the drive back to CA, no problem. the bad being there may be something tiny wrong with the fuel system causing this evaporation leak light to come on. i'll need to get that checked before the 3-year/36,000 mile mark (since i don't have to pay a deductible before that).


*gotta dig lyrics in writing

predictive cost to own

ran across this on y! autos.
http://autos.yahoo.com/chrysler_pt_cruiser_convertible_base-price/?zip=95051

in case the link someday goes dead, it predicts that in 5 years the total cost of owning the continual car will be $46,215, assuming 15k miles/year with this breakdown:

depreciation: $12,602
fuel cost: $13,395
financing: $3,162
insurance: $6,922
maintenance: $2,613
fees, taxes: $2,000
repairs: $1,038
opportunity cost: $4,483

all of these things will be pretty easy to check in the future with the possible exception of the "opportunity cost," which i'd have to dig on a bit to figure out. they give the cost/mile as being $0.62 (dividing the $46k figure by 75k miles). there's also no mention of car payments here (maybe that's offset in the opportunity cost -- i'm a little tired right now to think this through fully).

five years from now i may have to pull one of my accountant pals aside to make sure i'm doing an apples-to-apples comparison.

early hallowe'en

got another flicker of the airbag light while driving tonight. just noting it for posterity.

14,080 warranty service

i get a call from boardwalk and my trim has come in. great.

i take the car up and when i drop it off, i also drop the bigger bomb and explain the rattle. my service manager tells me it'll be two days -- he's certain they can get the trim done in a day but the rattle sounds tougher.

that's fine. i have a rental for up to five days, thanks for my bumper-to-bumper wrap so i drop it off.

the next day i get a call and the car's fixed. i get to boardwalk late enough that my service guy is gone (their service has pick-up until 19:00, which is really nice), so all i get to read is what's on the form they hand me when i get my keys.

the following is absolutely verbatim (and sic):

CUST STATES ON DRIVERS SIDE REAR BY QUARTER PANEL WILL HEAR RATTLE TYPE SOUND COMING FROM DRIVERS SIDE CONV. TOP WEN GOING OVER BUMPS...INSPECT DUPLICATED RATTLE WERE SUSPECTED HAD TO REMOVED SEATS AND ALL THE TRIM AROUND THE LR 1/4 PANNEL SINCE THE NOISE IS COMING FROM THERE AFTER REMOVING THE PARTS RE ROAD TESTED TO TRACE THE NOISEAND FOUND IT AT THE LR SOFT TOP MECHANISM,WIL TRY TO REPAIR DUE TO NO TSB,S RELATED TO THE COMPLAINT IN TH SYSTEM TO REFER TOO IN THIS CASE. SECURED THE L SIDE MECHANISM OF THE SOFT TOP THAT CONNECTS TO THE L PISTON AND RE ROAD TEST AND RATLE IS GONE THEN I PROCEDED TO RE INSTALL ALL REMOVED TRIM PIECES AND RE ROAD T TEST AND CONFIRMED THE RATTLE IS GONE NOW.

a couple of good things here. a TSB is car-speak for a technical service bulletin. it's the thing dealerships pass out to all dealers if there's a problem that continually crops up. so this means that: one, they actually looked at the TSBs and two, it's not an endemic problem (which sort of surprises me).

better though is their technique. THEY WERE ABLE TO REPRODUCE THE PROBLEM. this is a big deal. this is a classic kind of thing that dealers will claim they can't do and i thought i was going to have to put a tech in the car at gun point to make it happen. not here.

then they took it partially apart and re-tested to make sure it was still off. then they made what they thought was a fix. then road tested it to make sure they were right. then they put the car back together and they tested it again to make sure it was still gone.

right. right right right right right.

THIS IS THE WAY YOU FIX A PROBLEM. i don't care how illiterate or mangey their description on the page seems. hell, i'll take the description in chicken entrails and smoke signals if they can FIX THE FRICKEN PROBLEM.

i drive the car two blocks, hitting every bump and pothole i can find.

and they've done it. they've bloody well done it. they've fixed the problem.

this is a big deal. it's a tricky, hard problem that wasn't strictly by the book. PT cruiser convertibles are rare. i'll bet they only service a dozen of 'em on a regular basis, so they have to just make things up as they go. and this approach, NOT TO MENTION THE RESULT, is right-on.

full marks. way to go broadway.

i look at the trim replacement and it's obvious to me it'll come loose again. i don't care. i'll just take it back in when it does. it's one thing to have a piece of extended trim where i can't see it. my car sounding like a dishwasher that's loading every 200' is something else.

all other things being equal, and especially assuming i can get coupons and remain in northern CA, boardwalk has customer for life.

{for the future, a list of error codes can be found here:
http://www.dodgetalk.com/forums/showthread.php?t=94489}

11,851 don't show me the light

last night the yellow engine light came on when i was driving. i look through the owner's manual and it's almost impossible to tell what the hell is wrong. the only thing i can make out is loose gas cap -- so i take it off and tighten it all the way back until it's all clicky. nothing changes, i'm still in amberland.

fine.

although i plan on changing dealers, i drive it to stevens creek chrysler, since they're the closest and i don't mind dropping a flaming problem on their laps without notice.

i give 'em the car, get my rental, and mention, once again that both the sport bar and the metal rattle in the back need fixing.

a day passes, again i don't hear anything from the dealer, so i drive over before a full 24 hours has passed.

they hand me the vehicle with this explanation on my paperwork:

CUSTOMER STATES: CHECK ENG LIGHT ON. PER DIAG CODE FOUND P0456 STORED EVFAP SYSTEM SMALL LEAK. CHECKED EVAP SYSTEM VACUUM FOR LEAKS. FOUND POSISIBLE (sic) CAUSE LOOSE FUEL CAP. NO OTHER LEAKS FOUND. TECH CLEARED LIGHT AND RST RELEASED VEHICLE BACK TO CUSTOMER.


nice sleuthing sherlock. it can't be the gas cap, i already tightened it (even though it was already tight).

they've done nothing with the sport bar or the rattle. in fact, they didn't even record it.

what's interesting is they claim my oil is dirty and needs immediate attention. strange since the the change was 1700 miles ago -- only about half of how far i need to drive it before it's changed (and with a new air filter). i can look at the oil and see it's just a tad brownish.

nevertheless, stevens creek chrysler, your service department is (weak)^(weak) [read: weak to the weak power].

{future note: if the engine light comes on and solid, it's not necessary to take the car in immediately -- it can be checked at an oil change. since i have free rentals for the first 7 years, 100,000 miles, i'll probably take it in immediately. if it comes on and flashes, the car really does need service immediately.}

chrysler lifetime maximum care service contract (aka warranty wrap)

{note: i added this posting on 12/18/09, but pre-dated it to fall in with the purchase of the service contract.  bolding and CAPITALIZATON of the document is per daimlerchrysler's spec ... i have highlighted things i think are interesting, odd or important.

4/16/14 addendum: this is easily the most read page on this 'blog, so it's worth making an additional note here ... in your mind -especially if you're a brand zealot- you may think of chrysler, dodge, ram and jeep as being different vehicles, but from a corporate perspective, they are not.  as of 2008, the contracts for dodge, ram, chrysler and jeep look identical to this one.  the pricing on any of the vehicles is identical regardless of vehicle cost. my guess is all this would still would be true today.  i looked briefly at buying a FIAT and looked at their version of the service contract ... it was very similar (slightly better in some respects) ... everything here is very very close to applying those vehicles as well.}

DEAR B1-66ER

CONGRATULATIONS! You are now covered by a genuine DAIMLERCHRYSLER SERVICE CONTRACT. You made a wise choice when you elected to protect your vehicle investment.

The enclosed Plan Provisions are your actual Service Contract. They fully describe the coverage and features of your Plan and identify you and your vehicle as being eligible for Plan service.

The personalized Plan Provisions should always be presented to your servicing dealer when requesting Plan service. We recommend that you keep your Plan Provisions with your vehicle's other important papers in the glove box at all times for prompt service.

If you have any questions regarding the specific service contract you purchased, contact your selling dealer.

Should you have questions about your service contract coverage or benefits that your dealer cannot answer, or need assistance obtaining Plan Service from a DaimlerChrysler Motors LLC dealer, please feel free to call us toll-free, 8:00 A.M. to 5:00 P.M. Monday through Friday.

1-800-521-9922 In USA

1-800-465-2001 In Canada

1-800-457-4330 Hearing Impaired

We sincerely hope you never need a covered component repair-but, if you do you have the security of a DaimlerChrysler Service Contract.

Ann Tomlanovich

Director, DaimlerChrysler Service Contracts

DaimlerChrysler Service Contracts, Inc.
P.O. Box 2700
Troy, Michigan
48007-2700
--------------------------------------------------------------------------------

LIFETIME MAXIMUM CARE WRAP

FOR LIFETIME WARRANTY OWNERS

PLAN PROVISIONS

DEFINITIONS: The following are key words which are included in these Provisionswhich have particular meaning:
*you, your - Means "you" the Plan Purchaser
*Dealer - Means "Authorized DaimlerChrysler Service Contract Dealer"
*DaimlerChrysler Vehicles - Means "Chrysler, Dodge or Jeep brand vehicles only"
*we, us, our - Means DaimlerChrysler Motors LLC
*Plan - Means this "Lifetime Maximum Care Wrap Plan" which is a Service Contract

A SERVICE CONTRACT: This Plan is a service contract between you and us. It protects you against major repair bills should a component covered by the Plan fail in normal use. This Plan is not part of the vehicle's factory warranty. We are solely responsible (liable) for fulfillment of the provisions of the Plan.

IMPORTANT! The maximum reimbursable amount should a covered component fail will be THE TOTAL COST OF THE REPAIRS PER VISIT LESS THE DEDUCTIBLE, OR THE CASH VALUE OF THIS VEHICLE WHICHEVER IS LESS!

The cash value of the vehicle will be determined by the average retail value as listed in the current NADA Used Car Pricing Guide. In situations where the repairs costs exceed the cash value of the vehicle, the remainder of the Plan coverage will be cancelled.

PLAN PROVISIONS: These are your plan provisions. Place them in your glove compartment. You must present these provisions to the servicing dealer when requesting plan service. They will describe the plan you purchased and identify you and your vehicle as being eligible for plan service by a specifically assigned service contract number.

This issuance of Plan Provisions by us shall not be deemed as a waiver of our right, or considered a restriction of our right to refuse to pay for service and/or to cancel the Plan should it subsequently be discovered that the vehicle for which the Plan was purchased was not eligible for Plan coverage.

NOTE: In addition to your service contract, your vehicle may also be covered by your vehicle's Lifetime Powertrain warranty. For warranty coverage details, please refer to your warranty information booklet. THIS PLAN DOES NOT COVER ANY REPAIR WHICH IS COVERED BY THE LIFETIME POWERTRAIN WARRANTY.


OBTAINING PLAN SERVICE: Plan service will be provided or assisted by the Dealer who sold you the Plan, at his place of business, using new or authorized remanufactured parts. In the event you cannot return to the selling Dealer for service, you may request service from any Chrysler, Dodge or Jeep Dealer within the 50 States, the District of Columbia, Canada, Guam, Puerto Rico or Mexico.

IMPORTANT! PLAN SERVICE OBTAINED FROM OTHER THAN A CHRYSLER, DODGE OR JEEP DEALER IS NOT REIMBURSABLE UNLESS AUTHORIZED BY DAIMLERCHRYSLER SERVICE CONTRACTS BEFORE THE SERVICE IS PERFORMED. DEALERS CANNOT AUTHORIZE REPAIRS.

ELIGIBLE VEHICLES: Only domestic 2006 to current model year DaimlerChrysler vehicles (excludes Viper, all SRT vehicles, Sprinter, diesel equipped vehicles and all Ram Cab/Chassis vehicles) covered by a minimum of BOTH a 3/36 Basic Warranty AND Lifetime Powertrain Warranty are eligible within 48 months of the in-service date and 48,000 miles.

IMPORTANT! The following vehicles are not eligible for a DaimlerChrysler Service Contract: Vehicles equipped with right hand drive; Motor Homes; Vehicles placed in taxi or limousine service (except vehicles placed in van pool service); vehicle used for emergency service, ambulance, towing or police service; vehicles used for postal, dump truck or severe off-road use; vehicles converted from two to four-wheel drive; vehicles altered or converted from the original manufacturer's specifications; vehicles not used in accordance with manufacturer's specifications for payload and/or towing capacity; vehicles equipped with a diesel engine; vehicles that operate on other than Gasoline Fuel Systems (i.e. diesel, natural gas, electric, hybrid gas/electric vehicles); vehicles with a gross weight (G.V.W.) of over 14,000 pounds; vehicles where the factory warranty has been voided, reduced or restricted by the manufacturer; vehicles that have been declared to be a total loss by any insurance company, is rebuilt after being declared a total loss, or is issued a title indicating that it is designated as 'salvage', 'junk', 'rebuilt' or words of similar impact.

WHEN PLAN COVERAGE STARTS AND ENDS: Trip Interruption starts on the date you purchase the Plan. Car Rental starts on the date you purchase the Plan, and covers those repair instances when a replacement vehicle is not otherwise provided. ROADSIDE ASSISTANCE TOWING AND REPAIR COVERAGE START WHEN THE VEHICLE'S FACTORY WARRANTY EXPIRES.

This plan offers mechanical coverage as specified to the named original purchaser or retail lessee of the vehicle only, for the lifetime of that original purchaser or retail lessee. The plan ends upon the death of that original purchaser or retail lessee or upon the transfer or sale of the vehicle. The plan ends even if the transfer occurs by operation of law, such as to a lienholder, family member through succession, or successor business.

TRIP INTERRUPTION, FIRST DAY RENTAL/CAR RENTAL ALLOWANCE, TOWING, AND ROADSIDE ASSISTANCE EXPIRE AT 7 YEARS OR 100,000 MILES ON THE ODOMETER.

COVERAGE UNDER THE PLAN: WHAT IS COVERED? The plan will pay the total cost (parts and labor) less a deductible per visit, to correct any of the following mechanical failures, caused by a defect in materials or workmanship of a covered component and are not covered by the vehicle's factory warranty. The only exceptions are those listed under "What is not covered by the Plan".
This plan offers comprehensive mechanical coverage for your vehicle. COMPONENTS COVERED BY THE PLAN INCLUDE (BUT ARE NOT LIMITED TO):
 STEERING: Steering Gear Housing and all Internal Parts; Power Steering Gear; Power Steering Pump; Steering Shaft Lower Coupling; Rack and Pinion Assembly; Seals and Gaskets.

AIR CONDITIONING: Factory or Manufacturer-authorized air conditioning installations only. Air Conditioning Compressor, Clutch, Coil, Condenser, Evaporator, Receiver-Drier, Expansion Valve, Hoses and Lines, Low Pressure Cut-Off Switch, High Pressure Cut-off Switch, Clutch Cycling Switch, Instrument Panel Control Assembly, Power Module, Air Conditioning/Heater Blower Motor; Seals and Gaskets.

ENGINE COOLING & FUEL: Cooling Fan, Clutch and Motor; Radiator; Coolant Temperature Switch; Fuel Pump; Water Pump and Housing; Fuel Tank Sending Unit; Fuel Tank and Lines; Serpentine Belt Tensioner; Seals and Gaskets.

FRONT SUSPENSION: Struts; Strut Mounting Plates, Bushings and Bearings; Upper and Lower Control Arms; Control Arm Shafts; Control Arm Bushings; Upper and Lower Ball Joints; Front Wheel Bearings.

REAR SUSPENSION: Rear Leaf Springs; Rear Coil Springs; Auxiliary Springs; Spring Interliner; Spring Bushing; Spring Shackle; U-Bolt Rear Spring; Spring Hanger; Axle Trac Bar; Lateral Link Arm; Shock Mount Plate; Rear Trailing Arm Assembly; Stabilizer/Sway Bar; Stabilizer/Sway Bar Link; Stabilizer/Sway Bar Bushing;

ELECTRICAL: Starter Motor and Solenoid; Generator (Alternator); Engine Control Module- (Single Module Engine Controller) (SMEC); Powertrain Control Module; Distributor; Ignition Coil; Coil Pack Assembly; Voltage Regulator; Horn and Horn Pad; Transmission Control Module.

EXPANDED ELECTRICAL: All Wiring Harnesses; Electronic Fuel Injection System (excluding clogged injectors); Windshield Wiper Motor; Rear Window Wiper Motor; Wiper Control Module; Manually Operated Electrical Switches; Park Neutral Position Switch; Temperature Sending Unit/Switch; Oil Pressure Sending Unit/Switch; Body Computer; Body Control Module. Factory Installed Radio and Speakers (Includes CD and Tape Player).

POWER GROUP: Rear Window Defroster; Power Window Motors; Power Window Flex Track; Power Antenna; Power Seat Motors; Power Door Locks and Linkage.

LUXURY GROUP: Keyless Entry Receiver/Module; Trip Computer; Message Center; Overhead Electronic Vehicle Information Center; Overhead Electronic Compass/Temperature; Power Sunroof Motor; Convertible Top Motor; Electric Mirror Motor and Controls; Cruise Control Servo; Headlight Door Motor; Concealed Headlamp Module.
NOTE: ANY REMOTE TRANSMITTER IS NOT COVERED AT ANY TIME.

MOPAR ACCESSORIES: The following Mopar accessories are covered provided they were installed by a DaimlerChrysler authorized facility; Audio Systems (including Compact Disc and Cassette Players); Rear Seat Video System; Air Conditioning Systems; Speed Control; EVS (Security Systems); Clocks; Remote Trunk Release; Power Steering; Remote Control Outside Mirrors; Power Sliding Rear Windows (trucks); Transmission Oil Cooler.

INSTRUMENTATION: Electronic Instrument Cluster; Amp/Voltmeter Gauge; Fuel Gauge; Temperature Gauge; Tachometer; Oil Pressure Gauge; Turbo Gauge; Speedometer.

BRAKES: Master Cylinder; Assist Booster; Wheel Cylinders; Disc Brake Calipers and Pistons; Brake Lines, Hoses, Fittings; Proportioning Valve; Seals and Gaskets.

NOTE; BRAKE SHOES, PADS, ROTORS, AND DRUMS ARE NOT COVERED AT ANY TIME.

ANTI-LOCK BRAKES (ABS): Brake System's Hydraulic Assembly; Pump Motor Assembly; Controller; Sensors and Relays; Seals and Gaskets.

$100 DEDUCTIBLE: You are responsible to pay only the first $100 of the total cost of covered component repairs performed during each repair visit. Repairs not covered by the Plan are your responsibility. You maybe required to pay state and local taxes in addition to the deductible.

TRIP INTERRUPTION: The Plan will pay up to $1,000 for lodging, meals, and emergency transportation such as taxi, bus, or airline for you and your family if (1) your vehicle is inoperable due to a failure covered under this Plan or under the factory warranty, and (2) you are more than 100 miles from the address of record. Lodging, meals and car rental receipts must accompany a copy of repair bill and must be mailed to:  DaimlerChrysler Service Contracts, PO Box 2700 Troy, Michigan 48007-2700.

FIRST DAY RENTAL/CAR RENTAL ALLOWANCE: Coverage starts on the date you purchase the Plan and is not subject to a deductible. First Day Rental Allowance provides $35 car rental allowance if the vehicle is to be serviced for any same day mechanical or maintenance service.

Car Rental Allowance will pay up to $35 per day for a rental any time repairs take overnight, and a component covered by the Plan or the manufacturer's Warranty fails.

Total Rental Allowance per occurrence is a maximum of 5 days or $175.

The Plan will not pay for rental charges for a vehicle that is awaiting service or parts unless the vehicle is inoperable due to a mechanical failure of a covered component, or unless continued operation would cause further damage.

The rental car must be obtained from a Dealer. If a Dealer does not have rental cars available, you may obtain one from a licensed rental agency. Rental coverage is subject to state and local laws and policies imposed by the rental agency. Rental charges in excess of the amount allowed by the Plan are your responsibility. The Plan is not responsible for any refusal of a rental agency to rent a vehicle to you.

ROADSIDE ASSISTANCE*

NOTE: YOU MUST CALL 1-800-521-2779 FOR THIS SERVICE.

The plan provides assistance due to a disablement caused by any mechanical failure and in addition, the Plan provides coverage for such items as towing to the nearest Chrysler, Dodge or Jeep Dealer or DaimlerChryster authorized repair facility, flat tire change (with your good spare), battery jump, out of gas delivery (maximum 2 gallons), lockout service i.e. keys locked in car or frozen lock, to a maximum of $100, per occurrence. Any expense beyond $100 is your responsibility at the time and site of service. Towing assistance will be dispatched only for mechanical disablements which renders the vehicle inoperative. (See exclusions under "THE PLAN WILL NOT COVER.") This service is provided to you as part of your service contract to minimize any unforeseen vehicle operation inconvenience and is available 24 hours per day, 365 days per year.

HOW TO USE DAIMLERCHRYSLER ROADSIDE ASSISTANCE*: All required towing, roadside assistance, lockout, and other roadside assistance services described previously MUST BE ARRANGED AT TIME OF OCCURRENCE through DaimlerChrysler Roadside Assistance by calling 1-800-521-2779. You should be prepared to provide the DaimlerChrysler representative with your name, service contract number, vehicle license plate number, and location including the phone number you are calling from and a brief description of the problem. In some cases, DaimlerChrysler Roadside Assistance may authorize you or your Chrysler, Dodge or Jeep Dealer to arrange for local service and will provide an authorization number to do so. Your service contract will in these instances provide reimbursement of up to $100 maximum per Roadside Assistance incident, provided that the claim contains: (A) A valid original receipt of payment from the tow/repair facility for the services rendered (Claims which contain other than original receipts may be denied.); (B) The DaimlerChrysler Roadside Assistance authorization number; and (C) Your valid DaimlerChrysler Service Contract number. All Roadside Assistance claims that meet requirements should be mailed or faxed to:

DaimlerChrysler Roadside Assistance

P.O. Box 9145

Medford, MA 02155

Attn: Claims Department

1-800-521-2779

FAX Number: 1-781-658-2691

DAIMLERCHRYSLER ROADSIDE ASSISTANCE WILL NOT COVER SERVICES WHICH ARE SOLICITED WITHOUT FIRST CONTACTING DAIMLERCHRYSLER ROADSIDE ASSISTANCE FOR PRIOR AUTHORIZATION.

*All Roadside Assistance is provided through Cross Country Motor Club, Inc., Medford, MA 02155, except in Alaska, California, Hawaii, Oregon, Wisconsin and Wyoming where services are provided through Gross Country Motor Club of California, Inc., Thousand Oaks, CA 91360. Both collectively sometimes referred to as CCMC. CCMC acts merely as a dispatcher of referral service to persons or entities who provide the actual service. These persons and/or entitles are independent contractors. Accordingly, neither DaimlerChrysler nor CCMC assumes responsibility for the acts, errors, omissions, negligence, misconduct of such persons and/orentities. All persons availing themselves of the benefits of DaimlerChrysler Roadside Assistance are to look solely to such persons and/or entitles for liability arising In connection therewith, and not to DaimlerChrysler or CCMC.

TRIP INTERRUPTION, FIRST DAY RENTAL/CAR RENTAL ALLOWANCE, TOWING, AND ROADSIDE ASSISTANCE EXPIRE AT 7 YEARS OR 100,000 MILES ON THE ODOMETER.

No Dealer, Dealer employee or DaimlerChrysler employee has the authority to modify or change any provision of this Plan.

YOUR RESPONSIBILITY: Your responsibility is to properly operate, care for and maintain the vehicle as prescribed in the owner's manual supplied by the manufacturer. You should retain all maintenance receipts to
avoid any misunderstanding as to whether or not the maintenance services were performed as required.

Depending on circumstances, DaimlerChrysler Service Contracts reserves the right to inspect, investigate, or demand proof of maintenance BEFORE performance of repairs.

DIAGNOSTIC CHARGES: You may be asked to authorize disassembly and/or diagnostics at the time your repair order is written. Your DaimlerChrysler Service Contract covers disassembly and/or diagnostic charges IF the cause of failure is a covered component under the terms of the plan. If the repair is not covered by the Plan, you will be responsible for the disassembly and/or diagnostic charges.

GOVERNING LAW: Except where prohibited by law, this contract will be governed by Michigan law. Note: Wyoming law is applicable to any contract marketed in Wyoming.

THE PLAN WILL NOT COVER, OR APPLY TO LOSS OR EXPENSE RESULTING FROM:

► Repairs or replacement of any component covered by the vehicle's factory warranty or recall policies; roadside assistance, loaner vehicles or other services which are eligible to be covered by the vehicle's factory warranty or marketing programs;

► Repairs to any vehicle that has become restricted by the manufacturer after the purchase of the Service Contract;

► Repair or replacement of any covered component when it has been determined that the condition existed prior to purchasing the contract;

► Repairs, Towing, Rental or Roadside Assistance to any vehicle where the odometer (mileage) has been stopped or altered and/or the vehicle's actual mileage cannot be readily determined;


► Repairs, Towing, Rental or Roadside Assistance necessary as a result of (a) failure to properly care for or maintain the vehicle;(b) fire, accident, abuse, vandalism, negligence or Act of God including but not limited to any vehicle rendered inoperable due to snow, ice or flood; (c) failure to properly operate the vehicle; (d) vehicles that have been used or are being used for competitive speed events such as races or acceleration trials; (e) pulling a trailer that exceeds the rated capacity of the vehicle or failure to adhere to the requirements for vehicles used to pull a trailer as outlined in the owner manual supplied by the manufacturer; (f) tampering with the emission system or with any parts that could affect that system; (g) use of dirty fluids, or fuels, refrigerants or other fluids which are not recommended by the manufacturer; (h) failure due to fluid contamination or sludge; (i) modifications not approved or recommended by the manufacturer;

► Plan service obtained from other than a Chrysler, Dodge or Jeep Dealer unless authorization is first received from DaimlerChrysler Service Contracts; (Dealers cannot authorize repairs.)

► Maintenance services - engine oil, lubricant, coolant, fluids, filters, battery and cables, spark plugs and wires, belts, lights (bulb, sealed beams, lenses), engine tune-up, suspension alignment, wheel balancing, wiper blades, exhaust systems, heat shields and exhaust hangers: throttle body cleaning;

► Brake pads, shoes, rotors and drums; battery are not covered at any time;

► Exterior - tires; body sheet metal; glass; plastic lenses; paint; bright metal; bumpers; side-view mirrors (glass/housing); wheel covers; steel wheels; aluminum wheels; door handles; weather strips; rust; water leaks; wind noises; all outer body panels; spoilers; plastic and fiberglass body parts; vinyl tops; convertible top fabric; repairs or damage caused by environmental factors such as acid rain, tree sap, salt or ocean spray;

► Interior - trim; carpet; upholstery; dash pad; door and window handles; knobs; buttons; moldings; arm rests and head liner: cargo cover;

► Repairs required as a result of use of other than the vehicle manufacturer's parts;

► Repairs to a covered component caused by the failure of a non-covered component and/or an aftermarket installation not performed by an Authorized DaimlerChrysler Dealer, or any outside installation of "salvage or junk" components in conjunction with an insurance or damage claim. All part installations to satisfy such claims must be with new or factory authorized remanufactured components and parts;

► Bodily injury or property damage arising or allegedly arising out of a defect in the design, manufacturer, materials or workmanship of a covered component;

► Any fines, fees or taxes which are associated with impound towing as a result of actual or alleged violation of any laws or regulations;

► Repairs, Towing, Rental or Roadside Assistance to vehicles registered and/or operated outside of the 50 States, the District of Columbia, Canada, Guam, Puerto Rico and Mexico;

► Mechanical - manual clutch assembly; repairs to snow plows, winches and trailer hitches regardless of their installation; damage to flywheel as a result of clutch failure;

► Shop supplies and materials;

► Loss of use of the vehicle, loss of time, inconvenience, commercial loss, or any incidental or consequential damages.

CANCELLATION AND TRANSFER POLICIES: During the term of the service contract, you have the option to:

• CANCEL the remaining Plan coverage and receive a full or pro-rata refund.
Note: Refer to the cancellation/transfer policy section below for details.

CANCELLATION POLICY: It you are the original purchaser of the Plan, you may cancel this Plan. To cancel the Plan, you may take your Plan Provisions to any authorized DaimlerChrysler Dealer. The dealership will contact DaimlerChrysler Service Contracts to request termination of your contract.

If your vehicle is repossessed or rendered a total loss and your Plan was financed with your vehicle, the lienholder may request your refund. The lienholder is then responsible for requesting. termination of the contract through the Dealer where the-Plan was purchased. If the Plan was not financed, any refund due will be paid to you by check in your namefrom DaimlerChrysler.

If there is no authorized DaimlerChrysler Dealer in your area, mail your cancellation request along with your Plan Provisions, proof of payoff and current mileage on the vehicle to:

DAIMLERCHRYSLER SERVICE CONTRACTS INC.

CANCELLATION DEPARTMENT

P.O. BOX 2700

TROY, MI 48007-2700

On cancellation requests received* within the first 60 days from the original purchase date of the plan, you will be refunded the full amount you paid for the Plan, provided no claims have been paid against the contract. In the event claims have been paid, or requests received* after 60 days, your refund will be based on the full amount you paid for the Plan less a pro-rata adjustment for time or mileage used, whichever is greater, less a cancellation rate/fee as indicated below. The pro-rata refund calculation will be based on terms of 7 years or 100,000 miles.

After 7 years or 100,000 miles, your refund will be in the amount of $25.

We reserve the right to cancel the Plan after issuance should it be discovered that: (a) the vehicle is ineligible or has been modified/altered to make it ineligible after Plan coverage has been in effect; (b) failure of the customer to maintain the vehicle as prescribed by the manufacturer; (c) the odometer has been tampered with or has not been repaired by the customer, or (d) non-payment of premium. Your refund will be based on the full amount you paid for the Plan, less a pro-rata adjustment as set forth in the paragraph above.
NOTES:

• *Requests Received - The pro-rata refund cancellation will be based on the date DaimlerChrysler Service Contracts receives written notification of the cancellation request.


• All refund checks after 7 years or 100,000 miles on the odometer will be $25.

CANCELLATION FEES

(Applies to the state where the Plan was purchased)
STATE/AMOUNT

Alabama $25 Administration Fee.
California $25 or 10% of the Contract Cost,whichever is less.
Hawaii $50 Administration Fee.
Illinois $50 or 10% of the Contract Cost, whichever is less.

New Hampshire None.

New York $50 Administration Fee.

North Carolina $50 or 10% of the pro-rata refund amount, whichever is less.

Georgia 90% of the unearned pro-rata premium - no Administration Fee.

Oklahoma 90% of the unearned pro rata premium not to exceed $75. If we cancel, 100% of the unearned pro-rata premium will be refunded.

All others $75 Administration Fee.

Note: Plans sold beyond 12 months or 12,000 miles from the original in-service date and within 48,000 miles have a surcharge applied to the Plan cost. $150 of the applicable surcharge is non-refundable after 60 days from the Plan sale date. This statement does not apply to Florida, New Hampshire, Washington or Arizona.
TRANSFER POLICY: This plan is non-transferable to subsequent owners or lessees, even if they are within the same family or business except in the state of North Carolina.

{note: this clause appears on TJ public's policy, but not mine ... STATE OF NORTH CAROLINA ONLY: The original purchaser may authorize transfer of coverage, provided the Plan has not been canceled. Remaining Plan coverage may be transferred to the first subsequent purchaser of the vehicle AT TIME OF VEHICLE SALE ONLY. Thereafter, the Plan is non-transferable and non-cancelable. To transfer this service contract, complete the transfer form. Be sure to include your signature, This means you are authorizing transfer of Plan coverage to the new owner. Transfer requests will not be processed: (a) without the signature of the owner for whom these Plan Provisions were originally issued; or (b) if received after 60 days from the date of vehicle ownership change. The DaimlerChrysler Service Contract transfer fee is as
follows:
TRANSFER FEES
(Applies to the state where the Plan was purchased)
STATE AMOUNT
North Carolina $50}
SPECIAL STATE NOTICES

IOWA
If you have any questions or complaints concerning this service contract, they may be addressed to:

Commissioner of Insurance

Iowa Insurance Division

Lucas State Office Building

Des Moines, IA 50319

NEED HELP OR ASSISTANCE WITH YOUR SERVICE CONTRACT?

IS YOUR ADDRESS UP-TO-DATE?

Write to:

DaimlerChrysier Service Contracts Inc.

P. O. Box 2700

Troy, MI 48007-2700

Note: All requests must contain your Name, Service Contract Number, and Vehicle Identification Number.

Or phone us Toll Free - see hours below:

1-800-521-9922 (in USA)

1-800-465-2001 (in Canada)

1-800-457-4330 (Hearing Impaired)

Toll-Free Telephone Assistance is Available

8:00 a.m. to 5:00 p.m. Monday through Friday

For 24-Hour Roadside Assistance (including Towing)

1-800-521-2779

delivery date

although i don't actually get my hands on my car for another six days, today is technically the day of delivery (because of the dealer/cartelligent lag). this is the official starting of the clock for all-things-warranty, namely the 3 year/36,000 mile bumper-to-bumper warranty, and much more importantly, the 5-year powertrain check (to keep that warranty valid).

1/11 easy to remember.