A Tale Of Two Service Departments

Discussion in 'SRT Hellcat General Discussions' started by Mopar707, May 7, 2015.

  1. Mopar707

    Mopar707 Silver Member

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    I got the fuel rail crossover recall letter on my Challenger Hellcat and have not had the hose clamp service bulletin performed.

    I stopped by Jacksonville Chrysler Jeep Dodge yesterday to have them order the parts, so I could schedule a service appointment. Jacksonville CJD is a huge dealership. The service writer looked up the recall and told me they did not have the part. He gave me the part number and told me I should call the parts department periodically to see if they had the part in stock.

    When I got home, I called Orange Park Chrysler Jeep dodge and told them I was trying to schedule the recall repair and the service bulletin. Orange Park CJD is a fairly small dealership that I was surprised survived the reorganization closings. They told me they would immediately order the required parts for the recall and service bulletin and asked if I would I let them schedule the car for first thing Tuesday morning? They said the SRT tech was off on Monday and if I could drop off the car Monday afternoon, they would put it inside in his work stall to ensure it got done first thing Tuesday morning. They said if there was any problem obtaining the parts they would contact me on Monday to reschedule the appointment.

    Where do you think I will take the car for service next time? Bigger definitely does not necessarily equal better with regard to car dealerships. I have found the opposite to be pretty much true. The bigger dealerships may have more people who have had more training, but their crappy customer service attitude starts at the top and flows downhill.
     
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  2. dHL0L

    dHL0L Gold Member

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    Still wouldn't leave the car overnight.......
     
  3. Harley88

    Harley88 Gold Member

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    Let's see, SRT tech, check! Wouldn't scedule appt without them being there, check! Sounds like a keeper to me.
     
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  4. BIG DAWG

    BIG DAWG Hellcat, 1st Florida Cavalry Hellcat Car Club Gold Supporting Member HCC National Exec. Director HCC Charter Member

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    Same drill over on the west side here in Okaloosa County. Though I bought from Greenway CDJ in Orlando (which I will never do again...A#$ Clowns of the First Order of Magnitude), I attempted to get the TSB and the Recall parts ordered, scheduled and completed through Lee CDJ in my town, Crestview, FL. It was like they just found out the world was NOT flat...needless to say they didn't get my business, nor will they. Milton CDJ of Milton, FL, just east of Pensacola...totally different story. First Class and prompt from start to finish. Best Customer Service I have had in quite a few years.
     
  5. solo7777

    solo7777 SRT Terminator Hellcat Car Club Western Regional President HCC Charter Member

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    I would have told the first dealer, order and get the parts, then I'll bring it in and wait with it. Thats what I did with the fuel railing. Took 2 hours for that and the power steering fluid change, and I was eyeballing them all the way.
     
  6. Lilla

    Lilla Silver Member Hellcat Car Club HCC Charter Member

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    Being in Orlando I would never have bought a car from Greenaway. Bought mine in Lakeland. I have been stopping by many dealers here to find a home to have my BEAST serviced. Stopped by Orlando Dodge to speak with the service manager. He took me over to meet the SRT specialist and see the bay my car would be in. I met the sales manager and parts manager on that trip. I told them only the service manager or tech could drive my car. They agreed.

    I have since stopped in to ask questions about recalls and upgrades I am thinking to put on my car. Everyone is SUPER nice and helpful. They even gave me Bling and I didn't buy the car from them! the parts department even greets me by name now. I got a Dodge hat from them. (I seriously don't think they were allocated a HC so they are impressed to have me come and have my car serviced there!!) LOL!!

    1. I was important to meet them and see the bay and how organized or not the tech is. BIG DAWG, curious if you got your car above msrp! When I was shopping around they were asking 30 and would not budge at all. I saw a red HC on their lot for a few weeks! Good luck in your search for a tech and service department you like!
     
  7. BIG DAWG

    BIG DAWG Hellcat, 1st Florida Cavalry Hellcat Car Club Gold Supporting Member HCC National Exec. Director HCC Charter Member

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    Lilla,

    Yes, above MSRP...broke all my own rules about buying/selling automobiles. Now you've made me think of the day I picked Plain Jane up...I apologize, up front, for the length of what follows:


    The Day of Days…or, The Day I Picked Up My Challenger

    It was a dark, stormy, rainy night in the best of times and the worst of times, but don’t call me Ishmael. Nope, this will not be a novel, but the day of days started years before.

    I had heard that Dodge was reintroducing the Challenger, but I had not seen one in the flesh. I saw an advertisement that the new Dodge Challenger was at a local dealership (in Ohio) so I did a touch-and-go there. I ain’t necessarily small. As a matter of fact, to get into the Ford Mustang, and to a lesser extent, the Chevrolet Camaro, I have to butter my Left Tackle hips, then squat, and sink my 6’4” connected cranium/chin combination into my chest to have a prayer to make it under the weather seals of the roofline. After that, I have to be a contortionist to “twist” my svelte 350 pounds into the seat, legs under the steering wheel and “hope” there’s room to hit the clutch. Well, usually there isn’t…but then there’s the Challenger.

    I sat in the manual shift optioned object of my affection (can’t remember if it was a 5 or 6 speed then) and reveled in the room I had “discovered”, the ease of actuating the clutch/brake/throttle/gearshift in various combinations, the ample head room and, of course, the sweet rumble that the specifically-chosen-to-test-sit SRT8 had. Did I mention I could easily buckle the seat belt without gyrating my child bearing hips out of whack (they stayed in-whack)!? Awesome!! No, no test drive. My blood was rushing, but it was not finding itself behind my eye sockets. That was a few years ago, but the memory lingered like the first of many firsts.

    Fast forward to 2014, a great wife who knows me better than I will probably ever know myself, first retirement, at least five moves half of which were international, three of six children still at home, four cats, four dogs and a mortgage…yeah, buddy, living on the edge. Somewhere in there I read about the Dodge Challenger SRT Hellcat and lusted for the horsepower and torque in stock form from the factory. Come order time, the cupboard was bare and the promise of a brighter tomorrow was merely a dream…still the Hellcat roared in my brain and the price tag burned a hole through my soul. I received my first crushing reality, to wit, “…unless you ordered a Hellcat, you have a better chance of getting pregnant than getting one any time this decade”.

    After making a living having a plan “B” and the gods of Mount Olympus taking a margin of pity on my bank account, I intonated through inner dialogue and subsequently to the sales manager, “OK, let’s go for the Challenger Core392 with Shaker…that is way cool and who needs seven hundred and seven horsepower? Four hundred and eighty-five would do just fine, in sublime green, shaker and black leather, don’t you know?” Then the second crushing reality unceremoniously delivered by my local Chrysler/Dodge/Jeep/Ram dealer was proffered, “...oh, Mr. Dodge Challenger-want-to-own-one-with-that-option-package, you’ll have to wait until the books open up for ordering early in 2015…late availability, ya know!” I had had it with Dodge, the two crushing realities in 48 hours and started looking seriously at the Chevy Camaro ZL1…I could get that NOW (with extra butter for my hips)!

    I’m a car troller. I was tortured by the autotrader ads that said “Hellcat, MSRP $$$$, come get yours, etc., etc., etc.,”. I’d call, they’d say, “oh that’s already picked up and we just didn’t take it down from our site”, or the shotgun blast to the face, “…well, yes we have that, but we have to show MSRP and that’s not the real price…limited quantities. It’ll take you at least $20K above list to work a deal”.

    Well KMA! Should have known better, but it made me want it worse; in Sublime Green, a six speed, with the works…and any color interior but black! This was January 2015, right after the New Year.

    So I’m at the Chevrolet dealership, looking at a slightly used ZL1, burgundy red with black interior…I am not a black interior fan, and the price is higher than I want to pay for used. My thirteen year old, who’s a couple inches shy of 6 feet but thankfully inherited his mother’s slim build and wide receiver hips, slides out of the seat of the ZL1 and says, “Dad, you can do better than this. I like the Challenger better and so do you. Look around; tons of Camaros on the street…that’s not you”. Well, my eyes welled up and I gave him a hug in broad daylight, on the shoulder of Highway 85 South, right on the dealer’s lot, and said a weepy, “…thanks, son, I needed that”. Yep, PDA and it felt great!

    Yes as you probably figured out by now, there I am at 600 feet indicated altitude (highest point in Florida), car trolling the next morning…a Saturday. I’m researching autotrader one more time and spot a white, 6 speed, with black interior, 2015 Hellcat, sitting at a dealership about 8 hours away (useless to do the close searches when you live in the sticks, or darn near). I had spotted it before but discounted it as another lark, another dead end and another unhappy customer (me) on the end of the phone; plus it had black interior. My to-the-point-Jersey-Girl-off-of-exit-14-on-the-Turnpike said, “call the damn dealer. You’ve been whining about the Hellcat for six months”.

    Ring, ring! “Yes, that vehicle is available, the MSRP is this, but we are asking a higher price”. Really? No surprise there until the salesman said, “…what are you offering? It’s been on the lot a couple of weeks with no real interest”.

    BAM!

    I said, “my guess it’s the color (on the inside I was doing cheetah flips…I love bright white, I want a six speed…I could learn to like black interior) and that it’s a stick”. Reluctantly the salesman agreed, I made an offer, he got a green light and so did I.

    At 12:25 pm, Saturday afternoon, I jumped into my trade with my overnight bag packed so my wife would be sure I was going to rest (no way I was going to hotel/motel it overnight…if I make this deal I am driving that baby home tonight!), my loan preapproval letter and a bucket full of “what the hell are you doing/wow/this is mid-life crisis/wow/they better not screw me/wow/are we there yet?” and made the trip. At 12:45 am, the next morning, straight from the dealership, after two engine stalls, after one minor panic attack when I thought the radio wiring was on the fritz but it turned out to be that it just turned the volume down by itself as you came to a way-point in the nav system, and after a serious endorphin rush cruising I-75 North, I found myself homeward bound West on I-10. The Hellcat was purring, the darkness was engulfing everything except where my HID optics were illuminating the way, my sitting position was perfect and I was becoming one with my temptress…even with black interior.

    Sunday morning and three hundred and fifty-four miles later, I’m pulling up in my garage, shutting down the beast and feeling like I had just won the lottery. Flawless, flawless, flawless.

    Eye candy for the other drivers and a near orgasmic experience for me; ownership has its advantages. I have never had a first drive like that one. Other than all the times I strap myself into the White Rocket (now affectionately named Plain Jane), I will never have another first anything that good…my teenage days are in my rearview mirror. But that phone call, that round trip, that sound and that drive made me feel eighteen and invigorated. Maybe I should deduct my payments on next year’s returns under medical deductions…physical therapy. Why not, the White House can get away with anything, why not me (us), why not now? Thanks for reading!
     
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  8. Mopar707

    Mopar707 Silver Member

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    When I owned Vipers, the cars could sit in the dealership for a week before the Viper tech got around to touching it. They would not schedule the work with the Viper tech until the car was on their property. You never had idea how many jobs were ahead of your own. Dodge has never made any attempt to have Lexus level customer service.

    I had four different Viper techs from four different Dodge dealerships work on my 94 Viper RT/10 and 96 Viper GTS who:

    Scarred up all four wheel center caps so they all had to be replaced by popping them off with the wrong tool.
    Scratched up my dash trying to install a Dodge trunk CD stack deck, and then said they could not get it to work and was it okay if the sent it to a stereo shop down the street?
    Rolled a tire into the back bumper, damaging the Viper emblem. Stick on emblem was $140 part.
    Delivered the car back to me from service with a dead battery after having it two weeks. Jump started the car and sent me on my way. Vipers ECM's are very sensitive to low battery conditions, I soon found out. The car missed, and burnt up both catalytic converters and scorched the paint on both side sills on the way home.
    Tech blew off a heater hose spring clamp while test driving my car and blew anti-freeze all over the engine compartment and into the exhaust side sill insulation. They hosed the car engine off and gave it back to me. The car smoked from anti-freeze at each stop light on the way home. The car stunk like anti-freeze each time it was started until I removed the passenger side sill and replaced the exhaust insulation.
    Parked car for pickup outside where their sprinkler system left hard water spots from one end to the other.
    Told me I needed a new power steering pump and high pressure hose to correct minor power steering leak. Estimate was about $800. I replaced the 20 cent o-ring between the power steering reservoir and power steering pump and it fixed the issue. The Viper power steering pump was something like $400 for the part and about $150 if you knew which Jeep also used the same power steering pump. If it was going on a Viper, you got the Viper price for the same part number.
    I bought a factory hardtop for my 94 Viper and they said the Viper tech would put it on the car. After watching him fumble around for about 20 minutes, I showed him how it went on the car and how the sport bar had to be removed to do so. He had no clue.

    Service at all four dealerships with a certified Viper Tech performing the service was from mediocre to a total disaster. I was really pretty surprised finding myself buying another Dodge product. Love the cars. Hate the dealers. Hate the service departments.

    Those buying a Hellcat as their first Dodge should hope for the best, but prepare for the worst. The track record for Dodge even with their Halo cars is not very good.
     
  9. Mopar707

    Mopar707 Silver Member

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    Big Dawg-

    Regarding Plain Jane.

    Black and Sublime Hellcats must be a dime a dozen since they are everywhere! Kowalski would not be caught dead in one!
    Some people like to fly a little more under the radar, and know that white is always associated with the good guys. I have never owned or wanted to own a white car before in my life, but damn it looks good on this car!
     
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  10. BIG DAWG

    BIG DAWG Hellcat, 1st Florida Cavalry Hellcat Car Club Gold Supporting Member HCC National Exec. Director HCC Charter Member

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    Thanks Mopar707...I have to agree, even though before I saw one, I would have probably opted for a different color...no way now...low key...people have to ask what it is...I like the conversations...
     
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  11. april77

    april77 Naughty SheDevil Mod Staff Member Hellcat Car Club Gold Supporting Member HCC Charter Member

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    Great read, BIG DAWG! :D

    April
     

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