Why don’t people get their recalls done?

The NHTSA has hit Chrysler with a huge fine because so few people have had their cars fixed after they were recalled.

The company isn’t being punished because some people are lazy, or for political reasons. Chrysler has tended to be slow in providing service parts, even as assembly lines run on overtime. Dealer staff and customers have both complained about this, and examples abound.

Loyal customers have called their dealer over and over again, and could not get an appointment. It can take months and months of work to get a recall done. Busy dealers often don’t call customers when the part comes in, either — and someone else may nab it for their own recall.

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Just a bit over half of the heavy duty truck tie-rod recalls appear to have been done. That’s unusual, especially for a clearly important problem.

Well, one reason for that — and the dismal rate on the chassis cabs — is because these are work trucks that have to be in service as much as possible. The owners can’t leave a dump truck at the dealership for an unspecified period, maybe a day, maybe six months, and wait for it. Nor can the dealer provide a loaner for a custom-bodied truck (or, usually, any heavy duty truck which won’t come back in quite the same condition.)

One allpar forum member pointed out that GM was recalcitrant in admitting that they had any problems, but quickly took action when they settled. Chrysler quickly to admit problems, often finding them internally, but then was slow to take action. Both got similar financial penalties — but Chrysler had to have an internal monitor, too. At least, unlike Toyota, they didn’t laugh about NHTSA regulators behind their backs — an attitude which cost them a then-record fine.

The current practice is unacceptable — and that, not politics, is why they were hit with a $70 million fine and an internal monitor. Hopefully, the publicity, penalty, and extra $15 million in potential fines will make Chrysler executives fix their handling of recalls and ordinary repairs.


4 thoughts on “Why don’t people get their recalls done?

  1. Harry

    I have a 2500 Dodge diesel, was recalled for steering linkage problems. Dealers could not get parts in for months, back ordered and never came in. Local dealers are at mercy of factory. Complained to factory, parts were on back order for months. Finally went to local supplier, had parts in a few days. It’s like factory does not want to do warranty work

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  2. Mark Schmit

    To address the issue of work trucks, FCA might need to look at the practice of many heavy truck shops that are now open 24 hours a day, so that driver’s can get servicing done during their down time, be it day or night. For a working truck, standard dealer hours are just too limiting. And the question of liability then comes up. If there is a recall and the work is not done because the owner did not want to take the time to get the vehicle fixed, how much liability does the manufacturer now bear? Should not be 100% if they can prove they have provided ample resources to get the problem fixed.

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