File Info : application/pdf, 411 Pages, 2.93MB

INRD-PE11009-47302P

INFORMATION Redacted PURSUANT TO THE FREEDOM OF

INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

Customer Assistance Inquiry Record (CAIR)#

13916845

VIN

1D7KS28D3 5J

Open Date

Model Year In Service Dt Plant

2005

Body

DH7H41

01/04/2005 Mileage

17,774

ST. LOUIS ASSEMBLY II NORTH

08/12/2005

Built Date

08/27/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

42514 STAR DODGE 5101 SOUTH FIRST STREET ABILENE

Dealer State TX

Dealer Zip 79605

Owner Address

. HAMLIN TX

Contact Type

ROADSIDE

Home Phone

Country

UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2005-08-10 Road Side File Created 08-12-05 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 920 SW 1ST STREET 5101 SOUTH FIRST STREET SW AVENUE I HAMLIN ABILENE TX USA TX ÝCALLER_COMMENTS¨01- DRAG LINK BROKE - NO STEERING DEALER CODE : 42514 STAR DODGE

Customer Assistance Inquiry Record (CAIR)#

14130570

VIN

3D7KS28C3 5G

Open Date

10/07/2005

Built Date

10/08/2004

Model Year 2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

In Service Dt 01/28/2005 Mileage

44,000

Dealer Zone

Plant

SALTILLO TRUCK ASSEMBLY PLANT

Market

Color

PBJ

ATLANTIC BLUE PEARL COAT

Engine

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

Transmission DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Owner Address

WOODSBORO TX

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Dealer - Sales - Transaction - Warranty Misrepresented - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

***** EMAIL BRIEF DESCRIPTION CONTENT *****

problems with truck repairs, service contract, dishonesty

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

very concerned with the tie rods on the 3/4 ton dodge trucks, i have had

two of them just fall out, one on a 04, and then an 05,just lucky is

wasnt on the highway either time. i was told i had a chrysler service

contract only to find it was an after market service contract, now im

having alot of trouble with repairs, its costing me a fortune, you are

losing my business very quickly..my family has purchased 6 dodge trucks

from chrysler in the last two years..we bought all our trucks at Port

Lavaca Chrysler/Dodge dealership

************************END OF CUSTOMERS EMAIL***************************

Dear

Thank you for your email to DaimlerChrysler Motors Corporation. It is

always a concern when a customer is dissatisfied with our products or

Dealer service.

Over the past few years, DaimlerChrysler Motors Corporation has made

tremendous gains in improving levels of customer satisfaction. But in

your case, we apparently missed the mark.

Please accept my sincerest apologies for the problems you have had. I

hope we will have another chance, sometime soon, to restore your faith in

DaimlerChrysler.

Sincerely,

Susanna

Senior Staff Representative

DaimlerChrysler Customer Assistance Center

*****************************END OF EMAIL RESPONSE***********************

Customer complaint Customer complaint

Customer Assistance Inquiry Record (CAIR)#

14366644

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7LS38C9 5G

Open Date

12/12/2005

Built Date

10/14/2004

2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

11/19/2004 Mileage

61,287

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEE

6-SPEED HD MANUAL TRANSMISSION

Dealer

68771 DIAMOND DODGE-CHRY-PLYM

Dealer Address 350 N SWITZER CANYON DR

Dealer City

FLAGSTAFF

Dealer State

Dealer Zip 86001

Owner Address

YUCCA AZ

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2005-12-09 Road Side File Created 12-12-05 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: I-40 E 350 N SWITZER CANYON DR EXIT 171/BETWEEN WILLIAM AND F FLAGSTAFF FLAGSTAFF AZ USA AZ CALLER_COMMENTS REST STOP ON HWY 40 EAST BOUND. 4 DEALER CODE : 68771 DIAMOND DODGE-CHRY-PLYM Writer received call from customer seeking reimbursement for recall repair. Customer states he thought recall notice was for his other truck, did not have completed on this vehicle, and later, steering linkage broke. Customer had steering system replaced at IRF. Writer advised customer that if it is the same repair as described in the recall, we can reimburse for the repair. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

14371935

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29C3 6G

Open Date

12/12/2005

Built Date

09/21/2005

2006

Body

DH7P81

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

10/21/2005 Mileage

1,800

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PX8

BLACK CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

56614 PEARMAN MOTOR COMPANY

Dealer Address

204 N MARCUS ST

Dealer City

ALTO

Dealer State

Dealer Zip 75925

Owner Address

ALTO TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Steering - Unknown - Defective - Default Product - Unknown - Unknown - Accident - Default

Transfer to tier 3 for discussion of special investigations.

Customer states he was driving and the guard rails failed off the vehicle causing him to be involve on a wreck, Referred customer to DCCAC for discussion of Special Investigations issue. Owner believes there is something in the steering mechanism that caused the vehicle to veer to wards the guard rails. The vehicle ran into a ditch. The front end dropped, owner had no brakes and the complete wheel assembly broke off the truck. Insurance Co: Safeco Insurance Policy # Phone # 1-800-332-3226 ext 324135 Ashley Owen,Adjuster Vehicle location: Dealer 56614 Police report: Texas Highway Department Report # not available Physical injuries: No hospitalization *************************************************************************** accident, refer to 82t vehicle located at PEARMAN MOTOR COMPANY CJDT 204 N MARCUS ST ALTO TX 75925 936-858-4188 12/13/05 assigned to tk27/jlg. CAIR NUMBER 14371935 REQUEST EAA INSPECTION 12-13-2005 11:20 CAIR NUMBER 14371935 E-MAIL SENT TO EAA 12-13-2005 11:20 12/14/2005: Sent acknowledgement letter. (JM) Inspection Requested: 12/13/2005 (JMedina) Customer seeking update. Customer claims he recieved a letter from DCX about whether or not he had settled with his insurance company. Customer claims he called the number on the letter and was told by an agent that

they could offer him some kind of restitution. Customer claims he asked what would happen if he didn t agree to that and was told to get a lawyer. Customer claims he asked if that was his only recourse and the agent told him he could try to get his insurance to pay. Transferred for further research. Writer advised this office does not get involved in negotiations about special investigations concerns.

Customer Assistance Inquiry Record (CAIR)#

14601466

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28C5 6G

Open Date

02/16/2006

Built Date

07/27/2005

2006

Body

DH7H41

DODGE RAM 2500 SLT QUAD CAB 4X4

11/30/2005 Mileage

5,600

Dealer Zone 66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

43084 BIG O DODGE OF GREENVILLE INC

Dealer Address 2645 LAURENS RD

Dealer City

GREENVILLE

Dealer State

Dealer Zip 29606

Owner Address

MAULDIN SC

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Transmission / Transaxle - Automatic Trans / Transaxle - Improper Installation/Missing - Default

***** EMAIL BRIEF DESCRIPTION CONTENT *****

New Truck delivered unsatisfactorily

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

I sent a certified letter of serous complaint to Dodge on 1/13/2006 and

have not recieved a phone call or letter acknowledgement; WHY? The letter

is copied below. January 13th, 2006 Mr. Steve Landry VP- Dodge Marketing

and Product Planning Customer Correspondence Center PO Box 10072 Toledo,

OH 43682-4121 RE: ?What happened to Customer Respect and delivering a

vehicle as ordered?? 1.) Truck not delivered with specified transmission.

2.) Excessive transmission wear apparent at 3750 miles. 3.)Poor quality

and/or contaminated lubricating fluids were used throughout this new

Dodge Truck. 4.) Rear end fluid contaminated. Dear Mr.

and

Customer Service, I recently purchased a new 2006, RAM 2500 4X4, with

5.9L Cummings diesel and was to be delivered with an Allison 6 speed

manual transmission. My goal was to purchase the ?best truck that money

could buy,? so I chose a Dodge, not a Chevy or Ford. I have been involved

with performance vehicles my entire life, and demand QUALITY for my

money.

Since 2000 I and my immediate family have purchased two Chrysler 300Ms, a

Ram 350 Van, Dodge 1500 4X4, two 2000 Concords, and a 2002 concord XL, so

we have been a Dodge family. This incident may change that though. This

2006 RAM 2500 4X4 truck appeared to have been exceptionally well build,

and so far has been what I wanted for my purposes. I was initially

unhappy it was not delivered with the type tires requested and does not

achieve the mileage I was told to expect however. During the below

described fluid surprise I also discovered it was not delivered with the

Allison transmission we clearly specified several times, and now the

salesman claims he does not remember the those demands for that

transmission. Chris further stated that they found the Brazilian

transmissions hold up better than Allison s; I find that impossible to

believe! This salesman has only been with Dodge 1.5 years, and presents

his self as an expert?????? The problems begin: At 1,600 miles I was

shocked to see that the engine oil was already black, and had very low

Transmission Concerns

viscosity as if 5W or similar. I do not understand why this low weight oil was used, even for break-in purposes, especially when the first oil change is scheduled at 7,500 miles, as per the owner s maintenance book. I feel this low viscosity oil would have result in excessive engine wear, so it was replaced with supreme quality synthetic 15W40, which had much more body and lubricity. Now the engine runs much smoother and quieter. Also I greased the tie rod ends, which did not appear to have been greased at all prior to delivery. After changing the less than acceptable engine oil I began asking many questions about the quality of fluids put into new Dodge trucks to determine ?why? a manufacturer would want to see his vehicle require major repairs at low mileage. Even Big ?O? Dodge could not answer my questions. Two people I spoke with told me of horror stories with their late model Dodge 1500 & 2500 s. Both had their vehicles at different dealer for an oil change and while there asked to change the differential fluid since it was due as per the vehicle s maintenance schedule. To their shock they were told that their trucks required about $600.00 in pinion gear repairs, despite the fluid levels being kept correct with DEALER installed fluids. My brother s 2001, 1500 RAM 4X4 also needed a new rear end before driving it off the Dodge lot! After hearing this I decided to check all my truck s fluids. At 3,750 miles I checked all fluids front to rear; the transmission level and was so low that I could not reach the fluid level with a finger inserted into the fill-to level hole, so it was at least a quart low!!! Further, when I used a suction tube to check the fluid s condition, it was black tinted and had very poor lubricating properties. This color confirmed to me that the factory installed fluid was not properly protecting the gears from excessive wear, so I completely drained it. (Note that so far this truck has not pulled any trailers, or done any work beyond normal no load driving, so there was NO excuse for the fluids appearance.) The fluid looked like old ATF fluid after more than 3 years and 50,000 miles. When I drained the transmission fluid the magnetic drain plug looked like a mushroom with copious metal filings attached to it! The fluid, which drained like water, did not smell or look new, like it should after so few miles. Why would Dodge use such poor performing fluid in a new transmission, unless the goal was to cause premature wear? There was more metal attached to this drain plug than I have EVER seen in my 40+ years of working on various vehicles with ten times the mileage on them!!!!!!!!!!! The transfer case was drained next, where I found the same low lubricity fluid. There is no magnetic drain plug to indicate metal wear. Rear differential: I now understand why 100% of the Dodge truck owners I spoke with recently complained of defective rear ends. The fluid contained a milky white substance, such as when contaminated with water, and contained a large percentage of grey fine metal dust. The magnet was covered with this metal sludge. Metal shavings were removed when the rear end was cleaned. The gears were coated with a waxy white film. Front differential: This fluid was not as contaminated with metal as the rear end, however did contain metal dust and the magnet was covered with similar metallic sludge. It appears that the fluid was originally clear, however with the metal dust and shavings was grey. If Chris had been honest with me and stated that this truck was to be delivered with a Brazilian made 6 speed, I would have REFUSED accepting the truck. I specified an Allison transmission, and that is what I demand. During our conversation 1/13/06, he had the nerve to tell me that they found these Brazilian made units perform better than the commercial Allison I specified. January 15 to 17, 2006 I drove the truck 600 miles with the new synthetic fluids. Now the truck runs and shift noticeably smoother, and now gets 1.5 mpg higher mileage on the same highway trip under identical driving conditions. Interestingly, I was told by Mike and Chris to expect 18 to 22 mpg with this Cummings diesel; with the new fluids I m only up to 16.5 mpg at 70-75 miles per hour highway driving. Why will it be after February, after receiving this truck in early December, before I can order the complete service manuals? Sincerely Randolph W. Mayley This letter was sent 1/18/2006 by USPS RR certified mail #7002 0860 0001 5566 3038. Copy to Popular Mechanics magazine about this disappointment. Copy to Consumer Reports to log a formal customer complaint. *****END OF EMAIL*****

Thank you for your recent email referring to previous communication with DaimlerChrysler. We apologize for the delay in attending to your letter. Correspondence is given first come, first served priority. Due to the cureent volume of mail received, we are not able to address each letter as promptly as we would like. Please call the Customer Assistance Center at 1-800-992-1997 between 8:00 a.m. and 5:00 p.m. Monday through Friday. It is necessary to discuss this issue with you directly. Before calling the Customer Assistance Center, please have the following information handy: Vehicle owner name Vehicle owner address Day and evening phone numbers Vehicle Identification Number (VIN) Name of dealership where vehicle was purchased Date of purchase Dealership where service was performed Date of last service Current vehicle mileage An explanation of the problem We have trained Senior Staff agents available to address the questions and concerns you may have. Thank you again for your email. *****END OF RESPONSE*****

Customer Assistance Inquiry Record (CAIR)#

14698070

VIN

1D7KS28C9 6J

Open Date

03/10/2006

Built Date

10/13/2005

Model Year 2006

Body

DH7H41

DODGE RAM 2500 SLT QUAD CAB 4X4

In Service Dt 02/06/2006 Mileage

7,000

Dealer Zone

Plant

ST. LOUIS ASSEMBLY II NORTH

Market

Color

PW7

BRIGHT WHITE CLEAR COAT

Engine

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

Transmission DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Owner Address

SPIRO OK

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - FrontDriver Product - Unknown - Unknown - Accident - Single Vehicle Rollover Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default

Customer stated tie rod end broke off.
Owner states accident caused by tie rod end coming loose Tier three referral.

Customer called stating the tire rod end broke and caused him to have a serious wreck. Customer alleges this was a product defect that caused this accident. Agent transferred the customer for possible assistance. Customer accepted. **** Begin structured narrative SI POLICY FIRE OR ACCIDENT **** Owner Alleges: Owner states on 3/9/06, he was driving and the vehicle began swaying to the left, went into a cliff and rolled over more than one time. Description of the incident (what, when, where, injuries, etc) Owner said his rib was injured and one of his ankles. Has the owners insurance company been contacted ? Yes. Farm Bureau. If yes provide name/policy number and phone number NO ANSWER PROVIDED BY AGENT Where is the vehicle exactly located (provide name/address/phone #) The vehicle was towed to 1419 South Main, Altus, Ok., It is in front of a trailer and mobile home park. Is there property damage or other vehicles involved in the accident? No other vehicles were damaged. Has a Police or Fire report been filed (what municipality & report #) There was a police report filed Altus, Ok., The patrolman who filed it badge was M713 Gary Sanders. The number is 580 477 2765. They do have pictures of the tie rod and vehicle. **** End structured narrative SI POLICY FIRE OR ACCIDENT **** null 3.10.2006 Forwarded to 82t mrp _3/13/06 assigned to kwk3/jlg117. CAIR NUMBER 14698070 REQUEST EAA INSPECTION 03-13-2006 08:50 CAIR NUMBER 14698070 E-MAIL SENT TO EAA 03-13-2006 08:50 Inspection Requested: 3/13/2006 (KSmolinski) 03/14/2006: Sent acknowledgement letter (KS) _Inspection Conducted: 3/14/2006 (KSmolinski) _Inspection Report Received: 3/14/2006 (KSmolinski) Inspection Requested: 3/13/2006 (JMedina)

Inspection Conducted: 3/14/2006 (JMedina) Inspection Report Received: 3/14/2006 (JMedina)

Customer Assistance Inquiry Record (CAIR)#

14708758

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28CX 5G

Open Date

03/14/2006

Built Date

09/03/2004

2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

11/10/2004 Mileage

42,000

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR8

DEEP MOLTEN RED PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

68671 CARBONE CHRYSLER DODGE JEEP

Dealer Address

ROUTE 12

Dealer City

BOONVILLE

Dealer State

Dealer Zip 13309

Owner Address

NEWPORT NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Customer claims the front tie rods are broken and have been

- Front

replaced.

Customer claims the front tie rods on his vehicle broke. Customer has since paid for this repair at over $400. Customer claims he thought his vehicle s warranty was for 100,000 miles because it is a diesel. Customer claims the dealer advised him that his basic warranty would have covered this component, and it is expired. Customer seeking possible reimbursement from DCX. Transferred for further research. * Writer called dealer and spoke with Ryan in service. They also have purchased 4G219765. Ryan said they just purchased 2006 Pacifica last week (not in COIN yet.) Multiple vehicles in household. Very good customer. Mileage 43893. Customer responsible for paying for alignment. Writer will preauthorize tie rod (and clutch fan) repair with $50 co-pay as goodwill.

Customer Assistance Inquiry Record (CAIR)#

14923348

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28D3 5G

Open Date

05/11/2006

Built Date

08/04/2004

2005

Body

DH7L42

DODGE RAM ST 2500 QUAD CAB PICKUP

11/10/2004 Mileage

30,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer

44655 CANTWELL DODGE JEEP CHRYSLER

Dealer Address 2151 N HWY 77

Dealer City

KINGSVILLE

Dealer State

Dealer Zip 78363

Owner Address

SARITA TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2006-05-09 Road Side File Created 05-11-06 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: US HIGHWAY 77 2151 N HWY 77 10 MILES S OF HWY 285 RIVIERA KINGSVILLE TX USA TX CALLER_COMMENTS 3/4 TON QUAD CAB BROKEN TIE ROD DEALER CODE : 44655 QUALITY CHRYSLER

Customer Assistance Inquiry Record (CAIR)#

15060115

VIN

3D7MS48C2 5G

Open Date

Model Year In Service Dt Plant

2005 01/14/2005 G

Body

DH8H42

Mileage

28,000

SALTILLO TRUCK ASSEMBLY PLANT

06/19/2006

Built Date

10/28/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

42839 BRUNER MOTORS INC 750 EAST ROAD STEPHENVILLE

Dealer State

Dealer Zip 76401

Owner Address

DUBLIN TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Wheels and Tires - Wheels - Other - Unknown Referral - Tier Three - Default - Default - Default

Caller states his wheel and tire is damaged tier three support referral

The caller states that his tie rod broke and he went into a ditch.The caller states he had the vehicle towed to 42839 and he states they told him to call and see if he can get assistance with the cost of the wheel and tire as the tie rod breaking caused him to go into the ditch. Agent transferred call for tier three support. 6/19/06 Owner advised that he can not allow 3 to 5 business days so that an investigation can take place.

Customer Assistance Inquiry Record (CAIR)#

15230096

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MS48C1 5G

Open Date

07/31/2006

Built Date

12/10/2004

2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

02/12/2005 Mileage

70,000

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEE

6-SPEED HD MANUAL TRANSMISSION

Dealer Dealer Address
Dealer City

44643 AUTOSERV OF NEWPORT CHRYSLER DODGE

8 JOHN STARK HWY

NEWPORT

Dealer State

Dealer Zip 03773

Owner Address

CHARLESTOWN NH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Wheels and Tires - Wheels - Defective - Front-Driver Product - Steering - Unknown - Defective - Default Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Body / Trim / Paint Finish - Air Bag - Failed to Deploy - Both Air Bags Product - Drivability - Unknown - Sudden Acceleration - Default Product - Unknown - Unknown - Accident - Default

Left front wheel fell off Loss steering causing an accident Referral tier three.

Customer called in stating last Friday the vehicle had an issue where something in the front end fell off causing the tire to fall off and their was no steering and the vehicle went into the woods after accelerating and hit a tree and the air bags did not deploy. Referred customer to DCCAC for discussion of Special Investigations issue. **** Begin structured narrative SI POLICY FIRE OR ACCIDENT **** Owner Alleges: Something in the front end of the truck broke causing loss of steering. Vehicle accelerated and hit a tree. Air bags did not deploy. Description of the incident (what, when, where, injuries, etc) Accident occurred 7/28/06. Owner was driving the vehicle. 3 passengers. Something in the front of the truck broke causing loss of steering. Left front wheel fell off. Owner states he was standing on the brakes to stop the vehicle. Vehicle accelerated and hit a tree at about 45-50 MPH. Air bags failed to deploy. 1 passenger was injured. Sore back. Has the owners insurance company been contacted ? Yes If yes provide name/policy number and phone number Nationwide Insurance (800)700-9203 ex. 2565 Diane policy # Where is the vehicle exactly located (provide name/address/phone #) S.G. Reed Truck Services (800)542-5032

287 Washington St Claremont NH 03743 Is there property damage or other vehicles involved in the accident? Yes, damage to the vehicle. No other property damage. Has a Police or Fire report been filed (what municipality & report #) Yes, New Hampshire State Police. **** End structured narrative SI POLICY FIRE OR ACCIDENT **** Owner seeking to have accident investigated. Owner is dissatisfied that this has happened to this vehicle. Owner seeking DCX to replace his vehicle. 8/1/06.....TO 82T. 8/1/06 assigned to kwk3/mjm169. CAIR NUMBER 15230096 REQUEST EAA INSPECTION 08-01-2006 09:48 CAIR NUMBER 15230096 E-MAIL SENT TO EAA 08-01-2006 09:49 _08/02/2006: Sent acknowledgement letter (KS) Inspection Requested: 8/1/2006 (KSmolinski) _Inspection Conducted: 8/16/2006 (DTemp2) Inspection Report Received: 8/24/2006 (KThornton) Resolution Letter Sent: 9/18/2006 (KThornton)

Customer Assistance Inquiry Record (CAIR)#

15526683

VIN

3D7KS28C3 5G

Open Date

Model Year In Service Dt Plant

2005 12/08/2004 G

Body

DH7H41

Mileage

34,000

SALTILLO TRUCK ASSEMBLY PLANT

10/09/2006

Built Date

11/22/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

44665 ED MOSES DODGE, INC. 7801 E FRANK LLOYD WRIGHT BLVD SCOTTSDALE

Dealer State

Dealer Zip 85260

Owner Address

GLENDALE AZ

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Electrical - Lamps and Switches - Intermittent or Inoperative Default
Product - Electrical - Lamps and Switches - Noisey/Static - Default

Customer states that tow-haul lights stays on
Customer states warning chime keeps dinging

Customer calling inquiring rental. Customer states vehicle has been in shop four to five times in the past month. Customer states that tie rods broke last week and now the warning chime keeps dinging and the tow-haul light keeps coming on as well. Agent calling dealer 44665 to get repair history. Agent advised customer of incomplete recall E17. Agent called Scott the assistant SM: 9/19/06 After market oil filter leaking, tran surges, 9/30/06 Tie rod problem, tran surges Agent advised customer that without diagnosis DCX cannot make a decision on rental assistance. Customer states that problem keeps occuring and he owns his own business and doesn t understand if his vehicle has had the same problem why he could not be considered. Customer states that transmission temperature light is coming on. Agent informs customer that we cannot consider rental until a complete diagnosis had been determined. Agent contacted dealership. Spoke with Scott. Scott stated that they still have not yet been able to determine a diagnosis on the vehicle. Agent informs customer, once again, we cannot consider rental until the diagnosis has been completed.

Customer Assistance Inquiry Record (CAIR)#

15561200

VIN

3D3KS26D0 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH7L62

07/07/2005 Mileage

19,124

SALTILLO TRUCK ASSEMBLY PLANT

10/18/2006

Built Date

06/10/2005

DODGE RAM ST 2500 REG. CAB PICKUP

Dealer Zone 42 DETROIT

Market

Dealer Dealer Address
Dealer City

23507 THOMAS GARAGE INC 252 EAST MAIN STREET ST. CLAIRSVILLE

Dealer State

Dealer Zip 43950

Owner Address

SPARKS MD

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2006-10-16 Road Side File Created 10-18-06 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 51312 REHM ROAD 252 EAST MAIN STREET NATIONAL ROAD EAST ST CLAIRSVILLE ST. CLAIRSVILLE OH USA OH CALLER_COMMENTS BROKEN TIE ROD--NO STEERING--JAMI DEALER CODE : 23507 THOMAS GARAGE INC

Customer Assistance Inquiry Record (CAIR)#

15584254

VIN

3D7KS28C2 5G

Open Date

Model Year In Service Dt Plant

2005 06/03/2005 G

Body

DH7H42

Mileage

30,012

SALTILLO TRUCK ASSEMBLY PLANT

10/24/2006

Built Date

04/08/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

44815 LAWRENCE MARSHALL CHRYSLER DODGE JEEP

850 BUS HWY 290 N

HEMPSTEAD

Dealer State

Dealer Zip 77445

Owner Address

HEMPSTEAD TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Other - Default

Pass side outer tie rod end and damper broken

Writer reviewed with serv mgr. Truck brought in with pass side outer tie rod end broken off, steering damper bent/broken and damage to wheel/tire. Cust irate that would not be covered by warranty. Cust advised to seek cov erage by insurance carrier as is damage. gnb 10-24-06

Customer Assistance Inquiry Record (CAIR)#

15643995

VIN

3D7MS48C5 5G

Open Date

Model Year In Service Dt Plant

2005 07/13/2005 G

Body

DH8H42

Mileage

43,216

SALTILLO TRUCK ASSEMBLY PLANT

11/08/2006

Built Date

02/08/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer

60163 FREMONT MOTOR ROCK SPRINGS, INC

Dealer Address

1900 FOOTHILL BLVD

Dealer City ROCK SPRINGS

Dealer State

Dealer Zip 82902

Owner Address

ROCK SPRINGS WY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Lower Control Arms/Ball Jnts - Broken Unknown Product - Suspension - Tie Rods / Drag Link - Broken - Front

Customer states that the ball joints are broken. Customer states the tie rods are also broken.

Customer states he has taken the vehicle to dealership 60163 and they were not able to get the vehicle into the shop to do the repairs. Customer states dealer 60163 sent him to Great Western Auto Plex 26506 for the repair because they do warranty work for DCX. Customer States they told him to call DCCAC to see if it would be covered under warranty. Agent advised the warranty was out by mileage. Customer asked if DCX would cover the repair. Agent consulted with KMT29 and denied assistance. Customer states the issue started at 35000 miles.

Customer Assistance Inquiry Record (CAIR)#

15779980

VIN

3D7KS28C1 5G

Open Date

Model Year In Service Dt Plant

2005 09/05/2005 G

Body

DH7H41

Mileage

52,000

SALTILLO TRUCK ASSEMBLY PLANT

12/15/2006

Built Date

04/28/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

60022 SUPERIOR AUTO MALL 504 HWY 412 BYPASS E SILOAM SPRINGS

Dealer State

Dealer Zip 72761

Owner Address

WATTS OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Electrical - Radio/Spkrs/Clock/Antenna - Complete Failure Default
Corporate - Lost Customer - Default - Default - Default

CD player is not working.
Caller states he will not own another DCX vehicle.

Caller would like to speak with a supervisor. Caller states his vehicle broke down on the side of the road. Caller states his vehicle is at the dealer. Caller is not happy. Caller states the high beam lights flicker. Caller states the tie rod has broke on his truck. Caller states he was denied assistance with the repair to the CD player. Caller is using profane language. Caller is seeking assistance. Agent consulted with LGP14 and advised caller he is denied assistance with the cost of the repair. Agent advised caller if the call can not be maintained on a professional level agent will be forced to release phonecall. Caller demanding supervisor. Agent consulted with LGP14, supervisor concurs with Agent s decision from DCX. Caller demanded supervisor. LGP14 took over phone call. ***************LGP14**************** Caller advised agent of previous issue with the CD player. Caller states he will never own another DCX vehicle.

Customer Assistance Inquiry Record (CAIR)#

15795860

VIN

3D7MS46C8 5G

Open Date

Model Year In Service Dt Plant

2005 12/15/2004 G

Body

DH8H62

Mileage

59,930

SALTILLO TRUCK ASSEMBLY PLANT

12/20/2006

Built Date

10/22/2004

DODGE RAM SLT 3500 REG. CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

68856 CARROLL COUNTY CHRYSLER INC

Dealer Address

1004 SOUTH MAIN STREET

Dealer City BERRYVILLE

Dealer State

Dealer Zip 72616

Owner Address

HINDSVILLE AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Two - Internal Escalation - Authorization - Default Referral - Warranty Administration - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Product - Unknown - Unknown - Accident - Default

Caller seeking assistance. Reassigning to Tier Three for further review. Tie rod broke off.

Caller states he was driving his vehicle around noon yesterday down a

gravel road and the tie rod fell off the ball joint. Caller wants to

know if the damage is covered. Caller states the vehicle is at Carroll

County Chrysler. 68856 is the dealer code.

Agent consulted with AMM97 and transferred caller to tier two for further

review.

****Begin structured narrative CL - GOODWILL ESCALATION

What is the customer requesting from DaimlerChrysler?

assistance with the cost of the repair to the damage caused by the tie

rod

How far out of warranty is the vehicle/repair by time and/or mileage?

23,930 miles

Is there a service contract on this vehicle that would cover the repair?

no, customer has a max care contract 5/100

Is the customer the original owner of this vehicle?

yes, previously under his business

How many DCX vehicles has the customer owned including this vehicle?

Is there warranty history related to the current concern?

Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer?

yes

****End structured narrative CL - GOODWILL ESCALATION

Customer transferred to the internal Tier 2 escalation line for further

review of concern. Customer states the ball joint dropped down causing

the end of the tie rod to fall out, the wheels to go in opposite

directions, and caused damage to the front end, fender, mirror, and door.

Customer seeking assistance with repairing the damage caused on the

vehicle. Writer informed customer the department he needs to speak with

has closed for the evening. Informed customer the information will be

forwarded to the correct department. Customer requests to be contacted

back at

Forwarding information to Tier Three for further

review.

Customer seeking why he has not been contacted. Agent informed customer

that once the file is reviewed he will be contacted. Customer seeking if agent is the last person he needs to speak with before contacting his lawyer. Agent informed customer that a agent will be in contact with him. Agent informed customer that it is at his discretion whether he contacts his lawyer. Customer demands to know when his file will be reviewed. Agent informed customer that agent can not give a specific date. Customer is very upset. Writer contacted Carrol County Chrysler service manager Rick and then Dale but was disconnected. _ Writer contacted Dale who advised repair is complete for broken steering and tie rod end. Dealer replaced 2 tied rod ends, steering dampner and upper/lower ball joints. Body damage to left side includes brush guard, lefty front mirror, hub cap and may have bent the housing, which have not been completed as part of repair. Vehicle is driveable and ready for owner to pick up. Dale indicated there is no insurance claim filed, but owner feels damage is due to manufacture defect as owner lost steering control while going down the road. Dale mentioned Technical Service Bulletin 22/005/06 as repair that was completed. Writer contacted owner who advised tie rod collapsed and lost control of steering while travelling at 25 miles per hour and hit a small tree on the road near Kingston Ar at noon 12/19.06. No injuries. Insurance company is Shelter Insurance but has not filed a claim. Vehicle is at CARROLL COUNTY CHRYSLER INC CJDT 1004 SOUTH MAIN STREET BERRYVILLE AR 72616 870-423-2100 as noted above. No other cars or property damage. No police report. Writer advised will refer to Special Investigations for further review and response..dg2 ****Begin structured narrative SI POLICY FIRE OR ACCIDENT Owner Alleges: Description of the incident (what, when, where, injuries, etc) Has the owners insurance company been contacted ? If yes provide name/policy number and phone number Where is the vehicle exactly located (provide name/address/phone #) Is there property damage or other vehicles involved in the accident? Has a Police or Fire report been filed (what municipality & report #) ****End structured narrative SI POLICY FIRE OR ACCIDENT _01.03.2007 I tried to contact the customer at the number listed on line 32 and was told that I had the wrong number. _Contacted the dealer and spoke to Dale, he stated that the bulletin was not for this vehicle. There are no recalls on the vehicle. cair closed mrp _1.29.20007 Customer called back and expained that there were no recalls involving his vehicle. Customer was referred to his insurance company.. mrp

Customer Assistance Inquiry Record (CAIR)#

15803504

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C3 6G

Open Date

12/22/2006

Built Date

07/05/2005

2006

Body

DH7H41

DODGE RAM 2500 SLT QUAD CAB 4X4

03/28/2006 Mileage

26,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PX8

BLACK CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

44578 RIVERSIDE AUTOPLEX LLC

Dealer Address

916 SO. GEORGE NIGH EXPRESSWAY

Dealer City

MCALESTER

Dealer State

Dealer Zip 74501

Owner Address

RED OAK OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Brakes - Unknown - Other - Unknown Product - Suspension - Unknown - Other - Front Corporate - Recall - Default - Default - Default Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default

Brakes failed to work Complete failure Customer seeking recall information on the vehicle. Tier Three Support Referral.

Customer calling in regards to the vehicle being in an accident and the ball joint breaking. Customer stated he is seeking recall information on the vehicle. Customer was informed there are no incomplete recalls on the vehicle. Customer was informed the information would be sent to the appropriate parties and he would be contacted back. Customer understood. Customer seeking for someone to look into this issue with his vehicle. Agent informed customer the file is still being reviewed. Agent consulted with RDD41 and forwarded file for review. CAIR mistransferred to 82H, reassigned to 82S 1/3/07 Left message with phone # and file # for owner. Customer seeking update on file. Customer states he is seeking to speak with previous writer. Agent advised customer at this pint in time if he has not hear from anyone in 72 hours he can call back and possibly be transferred to another party. Agent advised customer until then DCCAC cannot do anything to assist him at this point. Agent advised customer department closed around 5 P.M. eastern time. Agent advised customer to continue to work with previous writer to come to a resolution. Customer calling in regards to above issue, and states that the extension number states that it is invalid. Customer states that he had given his cell number as contact number for the agent to call. Agent advised him that this number was not filed in our system and that I will document this number for the Joe to call the customer back as soon as possible.
****Begin structured narrative SI POLICY FIRE OR ACCIDENT Owner Alleges: Front end failed/broke causing severe damage to the vehicle.

Description of the incident (what, when, where, injuries, etc) Accident occurred in 12/06. Owner was driving the vehicle. The vehicle went off the pavement while trying to avoid a dog. The right tire turned wrong side out. Front end completely failed/broke and the brakes did not work. Vehicle went off the road about 30 ft. No injuries. Has the owners insurance company been contacted ? Yes If yes provide name/policy number and phone number Farmers Union of Oklahoma (918)689-5080 Jerry Where is the vehicle exactly located (provide name/address/phone #) Mccullars Body Shop 315 Park Hailyville OK 74546 (918)297-3271 Is there property damage or other vehicles involved in the accident? Yes, damage to the vehicle. Has a Police or Fire report been filed (what municipality & report #) No police involvement. ****End structured narrative SI POLICY FIRE OR ACCIDENT Owner seeking DCX to pay for the repairs to the vehicle. Forwarding file to special investigations for further review. 1.05.2006 Forwarded to 82t m rp _1/5/07 assigned to rlg92/jlg117 CAIR NUMBER 15803504 REQUEST EAA INSPECTION 01-05-2007 09:15 CAIR NUMBER 15803504 E-MAIL SENT TO EAA 01-05-2007 09:16 CCRG Open Date: 01/05/2007 08:42:39 Letter Sent: Acknowledgement 01/08/2007 11:18:26 Customer states he talked to Amy and is still waiting on a question and was advised there would be someone coming out and looking at the vehicle. Customer states Joe has called and left an extention #7342 and has not called him back. Agent advised that as of 01/05/07 a letter had been sent and to refer to the letter when it is received. PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/19/07 AT 03:17:53 15803504 CCRG Close Date: 01/22/2007 Letter Sent: Resolution 01/22/2007 3/26/08 VCW2 updated cair image from pending to X. Image may not be available due to technical issue.

Customer Assistance Inquiry Record (CAIR)#

15832739

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C4 6G

Open Date

01/03/2007

Built Date

07/07/2005

2006

Body

DH7H42

DODGE RAM 2500 SLT QUAD CAB 4X4

09/30/2005 Mileage

29,642

Dealer Zone

71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

66892 WILSON MOTORS 425 N W BUCHANAN CORVALLIS

Dealer State

Dealer Zip 97339

Owner Address

PHILOMATH OR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Unknown - Other - Default Corporate - Property Damage - Default - Default - Default Product - Suspension - Lower Control Arms/Ball Jnts - Broken - Front-Pass Product - Unknown - Unknown - Accident - Default

Spoke with Steve Rapoza - Service Manager Wilson Motors 66892. Vehicle has

been in the shop for front end issues a few times last year. Customer was d

riving the vehicle and lost control, rolling the truck and ending up in a r

iver. Customer

is fine. Vehicle was towed back to Wilson M

otors, Mr.

has contacted his insurance company. I instructed St

eve Rapoza to not touch the vehicle in any way until we release it. Steve s

aid the vehicle is out in the back of the service department and will not b

e bothered where it is. 01/03/2007 rbf1

1/04/07 Forwarding to Special Investigations. pjo4.

Accident, refer to 82t

_1/8/07 sending back to SI for F/I/P codes Thanks jlg117

1-8-07 Vehicle Location:

66892 WILSON MOTORS CJDT

425 N W BUCHANAN CORVALLIS OR 97339 541-752-4201

1-8-07_Assigned to RLG92/SSS8

CAIR NUMBER 15832739 REQUEST EAA INSPECTION 01-08-2007 10:07

CAIR NUMBER 15832739 E-MAIL SENT TO EAA 01-08-2007 10:08

CCRG Open Date: 01/05/2007 17:23:20

Letter Sent: Acknowledgement 01/09/2007 10:27:48

PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/16/07 AT 03:19:25 15832739

CCRG Close Date: 01/16/2007

Letter Sent: Resolution 01/16/2007

accident

Customer Assistance Inquiry Record (CAIR)#

15885662

VIN

3D7MS48C6 5G

Open Date

Model Year In Service Dt Plant

2005 01/21/2005 G

Body

DH8H42

Mileage

63,000

SALTILLO TRUCK ASSEMBLY PLANT

01/22/2007

Built Date

11/24/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

45160 LANDERS DODGE CHRYSLER JEEP

Dealer Address

2701 BENTON RD

Dealer City BOSSIER CITY

Dealer State

Dealer Zip 71111

Owner Address

ZWOLLE LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Referral - Tier Two - Internal Escalation - Authorization - Default

Customer states that tie rods broke. Tier two escalation referral.

Customer states that he is having issues with his vehicle. Customer states that the tie rods broke on the vehicle. Customer states that he contacted his local DCX dealership and was informed that the repair would not be covered. Customer seeking assistance with the costs of the repairs. Agent provided reference number and transferred customer for further review. ****Begin structured narrative CL - GOODWILL ESCALATION What is the customer requesting from DaimlerChrysler? Assistance with tierod repairs. How far out of warranty is the vehicle/repair by time and/or mileage? About 27,000 miles. Is there a service contract on this vehicle that would cover the repair? No. Is the customer the original owner of this vehicle? Yes. How many DCX vehicles has the customer owned including this vehicle? Two. Is there warranty history related to the current concern? No. Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? Yes. ****End structured narrative CL - GOODWILL ESCALATION Customer calling back for transfer after call was dropped. Customer transferred to the internal Tier 2 escalation line for further review of concern. Customer is seeking any assistance DCCAC is willing to provide. Agent called Dealer 45160, and spoke with Bobby, Service Manager. Caller is warranty customer only. Feels caller merits assistance. Vehicle has not been diagnosed as of yet Agent s contact information was given to the Service Manager, and the customer. Informed customer that before DaimlerChrysler would be able to consider offering any goodwill assistance outside of warranty a diagnosis would need to be performed by an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that any authorization for a Chrysler, Dodge, or Jeep

dealer diagnosis would be at their discretion and expense. No commitment for goodwill assistance has been made at this time.

Customer Assistance Inquiry Record (CAIR)#

15886666

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28D8 5G

Open Date

01/22/2007

Built Date

04/01/2005

2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

08/29/2005 Mileage

55,000

Dealer Zone

42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer Dealer Address
Dealer City

44900 JEFF WYLER DODGE 1501 HILLCREST AVE SPRINGFIELD

Dealer State

Dealer Zip 45504

Owner Address

SPRINGFIELD OH

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Suspension - Unknown - Other - Front Product - Unknown - Unknown - Accident - Default

Tier Three support referral.

Customer states she was driving down the road and her ball joint and tie rod broke. Referred customer to DCCAC for discussion of Special Investigations issue per LGP14. Agent provided reference number and advised her that once her file is reviewed she would be contacted back. Customer accepted. Customer inquires what she should do with the vehicle. Agent advised customer that is at her discretion. Customer states that since the ball joints and tie rod should be covered she is going to have the vehicle towed to dealer 44900. Customer calling to find out if the case had been sent to someone who would be able to get the issue looked into since the dealership #44900 will not look or work on the vehicle until they hear from someone at DCX. Writer advised customer that the information had been sent to the special investigations department and she should be hearing from someone in the next day or two. Customer understood. MSB reviewed with General Manager of Jeff Wyler: He states that his tech ha ve inspected and believe that the damage occurred after the customer hit th e guard rail. He states that the damaged part is not a tie rod,but rather a pitman arm that comes out of the bottom of the gear box. Please assign a p rofessional inspector to make final determination. * Per above - lines 15-19 - writer forwarding to special investigations. 44900 JEFF WYLER DODGE DT 1501 HILLCREST AVE SPRINGFIELD OH 45504 937-325-4601 1/25/07. VEHICLE IS AT THE ABOVE DEALER.....TRUCK IS OUT OF WARRANTY WITH NO RECALLS. TO 82T. 1-25-07 Assigned to RLG92/SSS8 CAIR NUMBER 15886666 REQUEST EAA INSPECTION 01-25-2007 14:05 CAIR NUMBER 15886666 E-MAIL SENT TO EAA 01-25-2007 14:05

CCRG Open Date: 01/25/2007 13:58:51 Letter Sent: Acknowledgement 01/26/2007 09:42:13 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/30/07 AT 15:09:12 15886666 CCRG Close Date: 01/31/2007 Letter Sent: Resolution 01/31/2007

Customer Assistance Inquiry Record (CAIR)#

16048878

VIN

3D7KS28C7 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH7H41

11/08/2004 Mileage

SALTILLO TRUCK ASSEMBLY PLANT

03/19/2007

Built Date

09/24/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

67183 ANDERSON CHRY-JEEP-DODGE

3920 N HIGHWAY 95

LAKE HAVASU CITY

Dealer State AZ

Dealer Zip 86404

Owner Address

LAKE HAVASU CITY AZ

Contact Type
Home Phone
Country

UNITED STATES

Product - Suspension - Unknown - Poor Handling - Front Corporate - Outbound - Survey Follow-Up - CSI - Default
**** OUTBOUND CSI/IQS CAIR **** Owner states that he takes the vehicle for various concerns with the front end shocks and he took it in and they said they fixed the problem but it still shakes. States he has asked for it to be repurchased and the dealer assures it will be addressed, then is not. Called Service Manager, Mike, who states that the vehicle was in 2/13 for a pitman arm separating and vibration at highway speeds. Prior to that the truck was in June for a front end wobble. Prior to that was 4/06 for an engine miss and repair. Dealer states that the vehicle came back in today for the shaking. Mike states that the customer pulls a trailer and the 1st time it was in, the vehicle did not have the proper hitch and was loaded improperly. States that the customer has most complaints when towing and especially at highway speeds. Owner states he has had the shocks replaced, then a broken weld on the axle and then the pitman arm. Owner states that the dealer has extended the warranty on the vehicle. Owner states that the shaking is so violent that he is surprised that the windshield is staying in the truck. Owner has writer s direct line to call if needed and so does service manager. Located information on CAG and contacted Mike to advise and requested to contact STAR for more information.

front end shakes

Customer Assistance Inquiry Record (CAIR)#

16141952

VIN

3D7MX46C2 6G

Open Date

Model Year In Service Dt Plant

2006 03/23/2006 G

Body

D18H62

Mileage

34,000

SALTILLO TRUCK ASSEMBLY PLANT

04/11/2007

Built Date

06/29/2005

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

68743 WEHR MOTORS INC JUNCTION US HWY 60 & MM MOUNTAIN GROVE

Dealer State

Dealer Zip 65711

Owner Address

MOUNTAIN GROVE MO

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-04-09 Road Side File Created 04-11-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: COKE ROAD JUNCTION US HWY 60 & MM SLAB HILL ROAD MOUNTAIN GROVE MOUNTAIN GROVE MO USA MO CALLER_COMMENTS 01-FRONT TIE ROD BROKE/DEISEL VEH DEALER CODE : 68743 WEHR MOTORS INC

Customer Assistance Inquiry Record (CAIR)#

16207448

VIN

3D7LS38C4 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H41

01/30/2005 Mileage

60,000

SALTILLO TRUCK ASSEMBLY PLANT

04/19/2007

Built Date

09/20/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer

44629 SWIFT CHRYSLER JEEP DODGE

Dealer Address

4318 CHILES ROAD

Dealer City DAVIS

Dealer State

Dealer Zip 95616

Owner Address

SACRAMENTO CA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-03-19 Road Side File Created 04-19-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: KING ROAD 4318 CHILES ROAD LIBERTY ISLAND ROAD DIXON DAVIS CA USA CA CALLER_COMMENTS 01/DIESEL,TIE ROD BROKEN OFF, CAN DEALER CODE : 44629 SWIFT CHRYSLER JEEP DODGE

Customer Assistance Inquiry Record (CAIR)#

16238004

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS29C7 6G

Open Date

04/26/2007

Built Date

09/01/2005

2006

Body

DH7H81

DODGE RAM 2500 SLT MEGA CAB 4X4

04/14/2006 Mileage

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

26619 SKAGIT AUTO CENTER INC

Dealer Address 640 AUTO BLVD

Dealer City

BURLINGTON

Dealer State

Dealer Zip 98233

Owner Address

BLAINE WA

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Referral - Tier Three - Default - Default - Default Product - Steering - Linkage - Other - Default Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default

***** EMAIL BRIEF DESCRIPTION CONTENT *****

faulty steering

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

Dear Chrysler, I contacted you Saturday about your problem with a 2006

Dodge Ram 2500 Steering component that is now at your Burlington Wa.

dealership being fixed. I have not recieved a reply. I went to the doctor

because the jarring I took when the steering went out hurt my back. I

would have appreciated a return email. I am out of work now because of

your truck. Do you not care about the people who drive your vehicles. I

have pictures of the broken steering component for you so you can make

sure this happens to no one else. I am lucky to be alive as I was doing

70mph when it broke. I have consulted with a lawyer but have not retained

him as of yet. I make $35.00 an hour on my job so you can see I would not

want to miss work. I also have a house, car and other finacial

obligations to which I am responsible. Thank you for your time,

Sedro Woolley, WA

***********End of email**********

Writer called the customer to obtain the vin so that the concern can be

forwarded. Customer is not the owner of the vehicle, but was driving when

the incident occured. Agent found vehicle in vehcle search and attached.

Writer informed the customer that his concern will be forwarded to an

appropriate agent and verified their phone number. Customer was informed

that the email will not be answered due to concern being addressed.

*********************************************************

NAN for email.

**************************************************

COIN Updated & CAIR reassigned to 82S

Contact: ?

Telephone # ?

VEHICLE:

Escalated for handling. accident

What happened?: Customer states the vehicle was in an incident. Location of vehicle SKAGIT AUTO CENTER INC J 640 AUTO BLVD BURLINGTON WA 98233 360-757-2200 Owner injured, refer to 82t Owner alleges steering gear sheared on vehicle, he lost control, crossed 3 lanes of traffic, and just missed impacting guardrail. Owner states this incident aggravated a back injury, causing him to be off work. Vehicle bein g repaired at listed dealer, all failed parts are being kept for examination. _4/27/07 assigned to tk27/mjm169 CAIR NUMBER 16238004 REQUEST EAA INSPECTION 04-27-2007 08:24 CAIR NUMBER 16238004 E-MAIL SENT TO EAA 04-27-2007 08:24 4/27/07 vehicle location UPDATE : NEW LOCATION : _KARMART _KARMART CHRYSLER DODGE CDT _660 AUTO BLVD BURLINGTON WA 98233 360-757-2273 jlg117 _4/27/07 spoke to Brian service adisor vehilce has not been repaired jlg117 CAIR NUMBER 16238004 REQUEST EAA INSPECTION 04-27-2007 11:44 CAIR NUMBER 16238004 E-MAIL SENT TO EAA 04-27-2007 11:44 CCRG Open Date: 04/26/2007 16:13:21 Owner of the vehicle, Josh Labounty, called to find the status of the vehicle repairs. Mr. Hayes is not the vehicle owner. Mr. Labounty is requesting that he be contacted with any information on the vehicle repairs. Mr. Labounty can be reached at 360-927-4169. Customer requests that an extension be provided so that he may contact agent back if a message is left. The address on the vehicle (3911 Sweet Rd; Blaine, WA 98230) is owner s address. Letter Sent: Acknowledgement 04/30/2007 09:53:20 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 05/04/07 AT 09:38:03 16238004 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 05/04/07 AT 10:09:15 16238004 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 05/04/07 AT 10:40:19 16238004 CCRG Close Date: 05/10/2007 Letter Sent: Resolution 05/10/2007 ****DEALER CALL**** Bill the Service Manager at the dealer calling on the above concern. Bill claims after replacing the failed part, a few miles away from the dealer, the same part broke again. Caller claims the part does not come in by itself and requires a whole assembly. Caller states he was advised by his District Manager to contact DCCAC to get in contact with the source who approved the previous repair. Agent consulted with EMW20 and was advised to reassign the file to JLG117. _5/22/07 forward to tk27 for review jlg117

Customer Assistance Inquiry Record (CAIR)#

16269710

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28D1 6G

Open Date

05/04/2007

Built Date

07/16/2005

2006

Body

DH7H42

DODGE RAM 2500 SLT QUAD CAB 4X4

01/17/2007 Mileage

2,200

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PBJ

ATLANTIC BLUE PEARL COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer

42369 COPPER CITY CHRYSLER JEEP DODGE

INC

Dealer Address

5827 ROME-TABERG

Dealer City

ROME

Dealer State

Dealer Zip 13440

Owner Address

TABERG NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - E16: - Advise Owner/Incomplete Recall Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default Referral - Other - Default - Default - Default

Customer was advised of the incomplete recall. File was transferred for further review.

Special Investigation related contact - Escalated to Tier 2 Internal, per KW276. COIN Updated & CAIR reassigned to 82S Contact

LOCATION OF VEHICLE: Sun Towing Service LLC. 799 Genesee St. Oneida, NY 315.263.0154 What happened?: Customer states that the steering wheel jerked itself out of his hands and he lost control of the vehicle. Customer advised that the towing facility wants the vehicle moved soon. The towing facility will start charging customer storage. 5/7/07 5/7/07 assigned to tk27/jlg117 CAIR NUMBER 16269710 REQUEST EAA INSPECTION 05-07-2007 10:44 CAIR NUMBER 16269710 E-MAIL SENT TO EAA 05-07-2007 10:45 Letter Sent: Acknowledgement 05/08/2007 10:26:15 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 05/14/07 AT 18:05:46 16269710 CCRG Close Date: 05/16/2007 Letter Sent: Resolution 05/16/2007

Customer Assistance Inquiry Record (CAIR)#

16361540

VIN

3D7KS28D4 5G

Open Date

Model Year In Service Dt Plant

2005 11/08/2005 G

Body

DH7H41

Mileage

26,568

SALTILLO TRUCK ASSEMBLY PLANT

06/01/2007

Built Date

06/11/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer

41007 DICK GREENFIELD DODGE INC

Dealer Address

2700 BRUNSWICK PIKE RT 1

Dealer City LAWRENCEVILLE

Dealer State

Dealer Zip 08648

Owner Address

LEVITTOWN PA

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Corporate - Roadside Services - Warranty - Towing - Default

Customer claims the tie rods broke. Customer seeking reimbursement.

Purchased New or Used? New

If Used, date purchased? NA Mileage? NA

From whom did customer purchase used vehicle? NA

Customer seeking information on repairs for the vehicle. Customer claims

the vehicle has been at dealer since Wednesday and no diagnosis.

Customer seeking rental assistance. Agent contacted dealer and spoke

with Jim who states the dealer done a cold start this morning and dealer

is going to attempt in the break down for diagnosis tonight. Agent

informed customer DCX is unable to consider rental assistance until

diagnosis is completed. Agent advised customer to contact back once the

diagnosis is done and provided a reference number. Customer states he

was unable to get in touch with roadside and seeks reimbursement for the

towing. Agent provided the roadside address. Agent also informed

customer the file would be forwarded and case manager assigned who would

be in contact with him once file was reviewed. Agent contacted dealer

and spoke with Greg service manager to inform a direct to dealer was

being sent.

# # # # # # # DIRECT-TO-DEALER Code=1C # # # # # # #

ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER

Please follow your Business Center guidelines in an attempt to

resolve this customer s concern(s). If needed, seek assistance from your

District Mgr, Business Center or STAR. Please update this CAIR within 24

hours of receipt. A case manager from the Customer Assistance

Center may be assigned to this CAIR for follow-up with the

customer and will be available as another resource if required.

Agent called dealer and spoke to Greg to inform that CAIR was being sent.

CUSTOMER CONTACT INFORMATION:

Cell

# # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # #

REASSIGNED TO BC/DLR 35 41007 06/01/07 12:06 O 16361540

Customer states that a diagnosis has been made and that he is seeking

rental assistance. Agent called dealer 41007 and spoke with Stacy in the

service department who states that Jim is the advisor and he will be in

around 9:00 AM. Stacy states there is no information on a diagnosis at

this time. Agent informed customer that Jim is not on at this time and

there is no information in the system available yet and that agent will

contact dealer and contact him back later in the day. Customer states

that the best number to contact him is *****D2D CASE MANAGER FOLLOW-UP***** Case Manager: Larry McLain
Contacted dealer and spoke to Jim in service who advised block was ordered yesterday and owner was put into a loaner as per CAIR# 16371142 by TN agent....dealer to call writer with update once parts arrive......ltm Spoke to dealer and all parts needed have arrived at this time....expect vehicle to be completed on Monday, June 11th and will call writer to advise.........ltm **Follow up call on LTM1 behalf and spoke with Greg who states dealer is still installing a engine. States he will call writer back when completed. Provided direct line. **Follow up call on LTM1 behalf and spoke with Greg who states dealer is still installing a engine. States he will call writer back when completed. Provided direct line. *Contact Date:06/22/2007 Service Manager at the dealership has closed the Cair# 16361540 Warranty repair has been documented on Repair Order#183326 CAIR RETURNED FROM DEALER ON 6/22/2007 AT 01:42:631 R 16361540

Customer Assistance Inquiry Record (CAIR)#

16398604

VIN

3D7MX48C3 6G

Open Date

Model Year In Service Dt Plant

2006 11/22/2005 G

Body

D18H42

Mileage

33,130

SALTILLO TRUCK ASSEMBLY PLANT

06/13/2007

Built Date

07/04/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

45225 PATTERSON CHRYSLER DODGE JEEP

Dealer Address

3435 EAST END BLVD.

Dealer City MARSHALL

Dealer State

Dealer Zip 75672

Owner Address

GRAYSON LA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-06-11 Road Side File Created 06-13-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 401 N CENTRAL STREET 3435 EAST END BLVD. LOCUST STREET HALLSVILLE MARSHALL TX USA TX CALLER_COMMENTS TIE ROD END BROKE DRIVERS SIDE DU DEALER CODE : 45225 PATTERSON CHRYSLER DODGE JEEP

Customer Assistance Inquiry Record (CAIR)#

16410707

VIN

3D7LS38C5 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H42

12/06/2004 Mileage

80,000

SALTILLO TRUCK ASSEMBLY PLANT

06/16/2007

Built Date

11/09/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

43347 TOM ADDIS DODGE INC 314 W CLAYTON AVE COEUR D ALENE

Dealer State

Dealer Zip 83815

Owner Address

POST FALLS ID

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-06-14 Road Side File Created 06-16-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: HWY 95 S 314 W CLAYTON AVE BLACKWELL ISLAND COEUR D ALENE COEUR D ALENE ID USA ID CALLER_COMMENTS TIE ROD BROKE- ACROSS THE SPOKAN DEALER CODE : 43347 TOM ADDIS DODGE INC

Customer Assistance Inquiry Record (CAIR)#

16492351

VIN

3D7MX48C2 6G

Open Date

Model Year In Service Dt Plant

2006 11/26/2005 G

Body

D18H42

Mileage

51,837

SALTILLO TRUCK ASSEMBLY PLANT

07/10/2007

Built Date

07/28/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer

43783 RAMEY MOTORS INCORPORATED

Dealer Address

160 FRAZIER DRIVE

Dealer City PRINCETON

Dealer State

Dealer Zip 24740

Owner Address

WHITE OAK WV

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Referral - Tier Two - Internal Escalation - Authorization - Default
Purchased New or Used? USED If Used, date purchased? 10/29/06 Mileage? 16,633 From whom did customer purchase used vehicle? CDJ dealer Customer states that the tie rod has fallen front off the right passenger side of the vehicle. Customer states he paid dealership 43783 to inspect the vehicle less then 2,000 miles ago and know this has happened. Customer is seeking assistance on the repair that is needed to repair the tie rod. Customer states he paid the dealership big money for the dealership to do the inspection. Agent advised customer that he will be transferred to a senior agent for futher review per BSG14. ****Begin structured narrative CL - GOODWILL ESCALATION What is the customer requesting from DaimlerChrysler? Goodwill on tie rod repair. How far out of warranty is the vehicle/repair by time and/or mileage? 20,000 miles Is there a service contract on this vehicle that would cover the repair? no Is the customer the original owner of this vehicle? no How many DCX vehicles has the customer owned including this vehicle? 1 Is there warranty history related to the current concern? no Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? no ****End structured narrative CL - GOODWILL ESCALATION Customer states the tow truck has just arrived and he will call back once he gets this squared away. Agent advised customer it will documented that he will contact DCX back. Customer understood. Customer advised agent he is seeking assitance with tie rod repair. Agent reviewed previous notes. Transferred customer per previous BSG14. **************************************************** **************************************************** Customer transferred to the internal Tier 2 escalation line for further review of concern. ****************************************************

Customer inquiring about tie rod. Tier two referral.

**************************************************** Customer calling seeking assistance with replacement of the tie rod on vehicle. Customer states vehicle has not been taken to a DCX dealer as of this moment to be diagnosed. Agent advised that this must be done before any assistance could be considered. Agent advised customer that he would be responsible for any diagnostics charges. Customer understood. Customer called back in stating that he has been trying to get in touch with JEM129 for 4 days at this time and he has not contacted the customer back or the dealership. Customer would like to know what is going on. Agent contacted dealer 43783 and spoke with Jamie, the service advisor states that the vehicle needs a tie rod, the joint, and a stabilizer rod on the front passenger side. Jamie states that the warranty cost for the part is $196.00 the warranty cost for labor is $112.60 and the final warranty cost is $308.60. As a one-time goodwill gesture, DaimlerChrysler will cover $259.00 of the repair. Customer will be responsible for a co-pay in the amount of $50.00. Agent informed Jamie of the offer and provided her with the file number. Agent informed the customer of the offer and customer accepts. Agent entered the PA # UN04837970716. Agent received a message from Jamie, the service advisor at dealer 43783 and agent returned the call. The customer would like to know if DCX will cover an alignment and agent DENIED coverage.

Customer Assistance Inquiry Record (CAIR)#

16505042

VIN

3D7LX38C5 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H42

10/19/2006 Mileage

46,072

SALTILLO TRUCK ASSEMBLY PLANT

07/13/2007

Built Date

06/01/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

68648 ATASCOSA CPDJE LTD 110128 IH #37 PLEASANTON

Dealer State

Dealer Zip 78064

Owner Address

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Two - Internal Escalation - Authorization - Default

Customer seeking assistance with repairs to the vehicle.

Product - Air Conditioning / Heater - Compressor/Clutch/R Valve Customer stated air conditioning compressor needs

- Inoperative - Default

replaced on vehicle.

Product - Suspension - Tie Rods / Drag Link - Broken - Front Customer stated tie rod broke in vehicle.

****Begin structured narrative CL - GOODWILL ESCALATION What is the customer requesting from DaimlerChrysler? Customer seeking assistance with air conditioning compressor and tie rod replacement on vehicle. How far out of warranty is the vehicle/repair by time and/or mileage? By 10,072 miles Is there a service contract on this vehicle that would cover the repair? Yes, but has expired. Is the customer the original owner of this vehicle? Yes How many DCX vehicles has the customer owned including this vehicle? 6 Is there warranty history related to the current concern? No Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? Yes, dealership #68648 ****End structured narrative CL - GOODWILL ESCALATION Purchased New or Used? New If Used, date purchased? N/A Mileage? N/A From whom did customer purchase used vehicle? N/A Customer calling in regards to vehicle being taken to dealership #68648 for an issue with the air conditioning compressor. Customer also stated the tie rod broke on the vehicle. Customer stated he is seeking assistance with these repairs. Agent did research, customer is owner of 6 DCX vehicles, 4 original and 2 used, 1 service contract, which has expired and warranty has expired by 10,072 miles. Agent informed customer of the reference number and then transferred customer for further research regarding this request. Customer transferred to the internal Tier 2 escalation line for further review of concern. Customer is seeking assistance with the compressor. Customer had the diagnosis done at dealer 68648. Customer is the original owner of two vehicles and is out of warranty by 10072 miles.

Agent called dealer and spoke with Danny in service. Danny stated there is in an internal short in the compressor and is a failure in the part. Danny stated this is nothing the customer could have done. Danny is fine with us assisting, and stated this is a good customer. Danny will call Agent back with the warrant costs. Agent offered the customer a call back. Dealership calling to provide warranty cost for repairs. Transferred caller to previous agent s extension. Dealer called Agents voicemail with two messages regarding warranty costs. Agent will call the dealer when time allows. Melissa from the dealer called Agents extension stating she has the warranty costs. Agent will call the dealer when time allows. Agent called dealer and spoke with operator which stated Danny and Melissa are both on the other line and will have them call. Agent called dealer and spoke with Danny in service. Danny stated the warranty costs is as follows. Parts:$264.60 Labor:$65.67 Total:$330.27 Mileage:46,000 even As a one-time goodwill gesture, DaimlerChrysler will cover $230.27 of the repair. Customer will be responsible for a co-pay in the amount of 100.00. Agent gave the file number. Danny will let the customer know.

Customer Assistance Inquiry Record (CAIR)#

16533110

VIN

1D7KS28C1 6J

Open Date

Model Year In Service Dt Plant

2006 03/09/2006 J

Body

DH7L41

Mileage

62,000

ST. LOUIS ASSEMBLY II NORTH

07/20/2007

Built Date

02/02/2006

DODGE RAM 2500 ST QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

43748 LARRY SLACK CHRYSLER DODGE JEEP

6486 US HIGHWAY 287 N ACCESS RD

BOWIE

Dealer State TX

Dealer Zip 76230

Owner Address

PLANO TX

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Air Conditioning / Heater - Unknown - Inadequate Cooling - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Product - Transmission / Transaxle - Unknown - Other - Default

Customer states the air conditioner malfunctioned.
Customer states the front passenger tie rod has broken.
Customer states the transmission has malfunctioned.

Purchased New or Used? new If Used, date purchased? n/a Mileage? n/a From whom did customer purchase used vehicle? CDJ dealer Customer states the vehicle is going to be taken to the dealership and claims he has not been provided with a rental vehicle. Customer claims the transmission is having issues and the front passenger tie rod is broken. Customer states the blend air door has malfunctioned as well. Customer claims he would like to have the vehicle repaired at another dealership. Customer is requesting to have the vehicle towed to another dealership for service. Agent consulted with ADA22 and informed customer DCX will not cover the vehicle being towed to a different dealership or a rental vehicle. Agent informed customer the vehicle has not being at the dealership for a diagnosis. Agent informed customer per the terms of the warranty the vehicle is only covered to be towed to the closest dealership, not from one dealership to another.

Customer Assistance Inquiry Record (CAIR)#

16536691

VIN

3D7MX48C1 6G

Open Date

Model Year In Service Dt Plant

2006 08/09/2006 G

Body

D18H42

Mileage

14,000

SALTILLO TRUCK ASSEMBLY PLANT

07/23/2007

Built Date

05/16/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

64444 C R MOORE MTRCO VINITA OK

Dealer Address

228 SOUTH WILSON

Dealer City VINITA

Dealer State

Dealer Zip 74301

Owner Address

GROVE OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Differential Gear Assy's - Housing W/ Tubes - Bent - Front Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver

Customer claims axle housing is bent. Customer claims the tie rods are broken.

Purchased New or Used? New If used, date purchased? NA Mileage? NA From whom did customer purchase use vehicle? CDJ Dealer Customer seeking have warranty on front axle. Customer claims the front axle has been bent from the factory. Customer claims that there is only 14,000 miles on the vehicle. Tie rod will be replaced under warranty but not the axle housing. Agent contacted dealer 64444 and spoke with Jack the Service Manager. Jack states that both of the axles are bent becuase the vehicle has an aftermarket heavy duty bumper on the vehicle. Lot of weight hanging off the front of this. Agent advised Jack that customer wanted to speak with Representative in regards to this. Jack then gives agent to Brett the Service Director. Brad states that the axles have been bent due to front bumper being placed on vehicle. Brad states that he informed customer that these would not be covered two weeks ago. Brett states that it looks as if customer has hit a dip and this has caused the axles to bend. Informed customer that DaimlerChrysler will not participate in the repair. The vehicle warranty has expired per Jay18. # # # # # # # DIRECT-TO-DEALER (Code=1C) # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Please follow your Business Center guidelines in an attempt to resolve this customer s concern(s). If needed, seek assistance from your District Mgr, Business Center or STAR. Please update this CAIR within 24 hours of receipt. A case manager from the Customer Assistance Center may be assigned to this CAIR for follow-up with the customer and as another resource if required. Agent called dealer and spoke to Brad to inform that CAIR was being sent. CUSTOMER CONTACT INFORMATION:9187861050, 9188013390 # # # # # # # # # # ####################################################

Customer Assistance Inquiry Record (CAIR)#

16575049

VIN

3D7LX38C0 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H42

02/07/2006 Mileage

40,000

SALTILLO TRUCK ASSEMBLY PLANT

08/01/2007

Built Date

11/16/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

66802 ADVANTAGE DODGE-CHRY-JEEP

Dealer Address

3200 EAST MAIN STREET

Dealer City FARMINGTON

Dealer State

Dealer Zip 87402

Owner Address

AZTEC NM

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Lost Customer - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken Front

Customer states he will not purchase another DCX vehicle.
Customer states that the tie rod broke on multiple vehicles.

Purchased New or Used? New If Used, date purchased? n/a Mileage? n/a From whom did customer purchase used vehicle? CDJ dealer Customer states that he wants to file a complaint about his tie rods breaking on his vehicles. Customer states that he has had to replace tie rods on several of his 04/05/06 model trucks. Customer states that the tie rods break with any warning. Customer states that he will not purchase another vehicle until DCX addresses this issue and it is resolved. Agent advised customer that his concerns have been documented.

Customer Assistance Inquiry Record (CAIR)#

16575084

VIN

3D7LX38C0 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H42

02/07/2006 Mileage

40,000

SALTILLO TRUCK ASSEMBLY PLANT

08/01/2007

Built Date

11/16/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

66802 ADVANTAGE DODGE-CHRY-JEEP

Dealer Address

3200 EAST MAIN STREET

Dealer City FARMINGTON

Dealer State

Dealer Zip 87402

Owner Address

AZTEC NM

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Front

Customer states that the tie rods on multiple vehicle broke.

Purchased New or Used? New If Used, date purchased? n/a Mileage? n/a From whom did customer purchase used vehicle? CDJ dealer Customer stated that he has multiple vehicles that the tie rods have broken while driving and was unable to steer. Customer states that he was to ensure that this issue is documented because he feels that it is a safety issue that needs to be addressed by DCX. Customer states that he will not purchase another DCX vehicle until this issue is resolved. Agent advised the customer that his concerns have been documented and he needs to continue to work with the dealer 66802 on this issue so that they can annotate it and get the visibility the issue requires with the factory engineers. Customer understood. Agent provided customer with reference number.

Customer Assistance Inquiry Record (CAIR)#

16618905

VIN

3D7MS46C7 5G

Open Date

Model Year In Service Dt Plant

2005 03/02/2005 G

Body

DH8L62

Mileage

59,430

SALTILLO TRUCK ASSEMBLY PLANT

08/13/2007

Built Date

10/11/2004

DODGE RAM ST 3500 REG. CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

60022 SUPERIOR AUTO MALL 504 HWY 412 BYPASS E SILOAM SPRINGS

Dealer State

Dealer Zip 72761

Owner Address

JAY OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Drive Shaft/Universal Joint - Universal Joints - Worn Front Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Product - Suspension - Tie Rods / Drag Link - Other - Front
Referral - Tier Two - Internal Escalation - Authorization - Default

Claims the universal joint broke.
Claims tie rod broke. States that the drag link and dampner need replaced. seeking assistance with the repairs

Purchased New or Used? NEW If Used, date purchased? NA Mileage? NA From whom did customer purchase used vehicle? CDJ dealer Customer would like to let DCX know how unhappy he is with his vehicle. Customer claims the u-joint went out on the vehicle and was repaired and now the tie rods have broken. Customer is being told it is not covered under warranty. Customer feels as if the tie rods should not have broken as they did. Customer is not seeking assistance and instead would just like to let the company know that these parts should not be breaking as they did. Agent advised customer his concerns would be documented. Customer calling back stating that the dealership advised that now the drag link and dampner have to be replaced and now is seeking assistance with the repair. Customer transferred to the internal Tier 2 escalation line for further review of concern per CDC45. ****Begin structured narrative CL - GOODWILL ESCALATION What is the customer requesting from Chrysler? seeking assistance with the repairs of the drag link, dampner, and tie rod How far out of warranty is the vehicle/repair by time and/or mileage? Customer is 23430 miles outside of warranty. Is there a service contract on this vehicle that would cover the repair? No. Is the customer the original owner of this vehicle? Yes How many Chrysler vehicles has the customer owned including this vehicle? 1 Is there warranty history related to the current concern? No. Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? Yes.

****End structured narrative CL - GOODWILL ESCALATION Customer transferred to the internal Tier 2 escalation line for further review of concern. Customer stated the vehicle is having issues with the drag link, dampner, and tie rod. Agent contacted dealer 60022 and left message for Service Manager Dennis and provided extension. Agent informed customer that agent would call customer back once agent speaks with dealership. Customer states balljoints have to be replaced as well in vehicle. Agent transferred customer to BEB43 Service Manager Dennis calling from dealer. Vehicle was towed in Friday after they closed because tire rod end came apart. Drag link and stabilizer shock also had damage and need to be replaced. All four ball joints need to be replaced which was determined at alignment shop. Dennis stated he will call back with warranty cost for repairs. Dennis calling with warranty cost. He states the total warranty labor cost would be 5.9 hours at $303.08. The parts cost is as follows: Tie rod end - $99.45 Upper ball joints - $120.00 each, will need both Lower ball joints - $95.25 each, will need both Drag link - $32.75 Damper - $134.00 Total part cost is %696.70. He states the tie rod end broke, now it needs a drag link and damper. He believes it also caused the damage to the upper and lower ball joints. Consulted with DLP68 and reassigned to BEB43. Customer is calling in to see why neither him or the dealership has not heard back about what is going to be done about the repair. He states that the previous agent he spoke told him that he would call him back. Agent consulted with AAM41 and advised the previous agent will be in contact with him as soon as the file is reviewed with the updated information. Customer is calling to ask if a decision ahs been made on assistance of this repair. Agent stated that the agent needs more information and will contact him with the decision. At this time the agent has went home. Agent contacted dealership and requested to speak with Dennis and was informed that he is not available and agent left message advising that agent would need a call back. Agent contacted 60022 and spoke with the Dennis in service who stated the mileage is 59430. As a one-time goodwill gesture, Chrysler will cover $699.78 of the repair. Customer will be responsible for a co-pay in the amount of 300.00. Dennis will inform customer of offer for assistance.

Customer Assistance Inquiry Record (CAIR)#

16623179

VIN

3D7KS29C3 6G

Open Date

Model Year In Service Dt Plant

2006 06/23/2006 G

Body

DH7H81

Mileage

45,800

SALTILLO TRUCK ASSEMBLY PLANT

08/14/2007

Built Date

10/03/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer

42539 BILL BRYAN CHRYSLER DODGE JEEP INC

Dealer Address

3401 U.S. HIGHWAY 441/27

Dealer City FRUITLAND PARK

Dealer State

Dealer Zip 34731

Owner Address

MORRISTON FL

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Product - Steering - Linkage - Other - Default Referral - Tier Two - Internal Escalation - Authorization - Default

Customer states his steering arm broke. Tier Two

Purchased New or Used? New If Used, date purchased? Na Mileage? Na From whom did customer purchase used vehicle? CDJ dealer Customer states he is calling in regards to his steering arm, customer states while driving on the freeway his steering arm broke and after contacting dealership 41562, and speaking to the service department who was very rude and pretty much provided him a part number and saying good luck the customer had his vehicle towed into a private dealership. Customer states he is very unhappy and wants to know what Chrysler is going to due about the issue seeing how himself and his child could have been hurt. Agent spoke to AMM97 and will transfer for review of assistance. ****Begin structured narrative CL - GOODWILL ESCALATION What is the customer requesting from Chrysler? Assistance with steering repairs. How far out of warranty is the vehicle/repair by time and/or mileage? 9,000 Is there a service contract on this vehicle that would cover the repair? no Is the customer the original owner of this vehicle? Yes How many Chrysler vehicles has the customer owned including this vehicle? Two Is there warranty history related to the current concern? No Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? No ****End structured narrative CL - GOODWILL ESCALATION Customer states 41562 provided part number-52037600AB. Customer transferred to the internal Tier 2 escalation line for further review of concern. Customer had the vehicle towed to a independent shop. It would cost him $300.00 to have the vehicle towed to dealer. Requesting DCX pay for the tow bill. Consulted with JLM172 declined assistance. Customer unhappy with the decision and release call. Customer transferred to the internal Tier 2 escalation line for further

review of concern. RJI6 Customer stated he did get the diagnostic. ***Agent received transfer*** First owner of vehicle seeking assistance with the repair of the stabilizer shock. Dealer 42539 has quoted customer about $600 for the repair. The vehicle is still at the dealership. Customer advised that the steering arm has broken twice in 17 miles. Customer does not feel safe in the vehicle. Customer claims that the vehicle has not been working correctly since 08/14/07. Agent contacted dealership and spoke with Steve, service manager. This is the first time that the vehicle has been into this dealership. Dealer advised that the hydraulic is locking up in the dampener. There are over sized tires on the vehicle. Dealer feels that the tires and the size of the vehicle may have contributed. This cannot be proven. The steering dampener needs to be replaced. The vehicle might be finished. Due to the history of issues with the steering agent is inclined to assist. All technicians are on lunch. Dealer requests that agent call dealership back to find out if the vehicle is complete. If the repairs are finished assistance will be in the form of reimbursement. Customer was offered a call back. Customer prefers to be reached at 352.233.7810. No offer of assistance has been made. Customer requesting to speak with Janice. Agent consulted with DLP68. Agent transferred the customer to the extension of JMC129. **Called dealer and spoke with Steve the service manager who states the customer has not picked the vehicle up at this time. He informed writer the repairs have been completed just waiting on the customer. Dealer states the dampner and the tube were replaced, and a load forse balance on the tires. Cost of the repair for the dampner and tube is $513.31. Writer called customer and advised customer to pay for the repair and submit for reimbiursement less $100.00. Advised that Chrysler will reimburse $413.31. Informed customer to mail in original receipts and proof of payment. Called customer who states he is in the doctors office to call back. Writer will call back when time is allows. Customer states he would like to speak with Janice. He states he does not want anyone but Janice to speak with. He states he would like to be transferred to her extension. Agent transferred to JMC129 extension 69752. Customer calling to be transferred to JMC129. Advised customer of offer per lines 64 and 65. Owner says the dealer has now told him the vehicle needs ball joints, owner feels this is a defect because ball joints should not fail at this mileage. Writer consulted with JLM172, DCX will not assist with the current repairs, the previous offer was a one time goodwill offer. Informed customer, he says he will talk to someone else. Customer contacting demanding to speak with a supervisor. Agent informed customer that she is trained and empowered to handle these situtation and make decisions through Chrysler. Customer contacting stating that the dealership has not diagnosed the vehicle correctly. States that the tech informed him that he would not drive the vehicle. Agent informed customer of lines 47-48 and also informed customer of lines 65-65. Informed customer that this is the final offer and he can either accept it or denie it. Customer informed agent that the accepts the offer but, wants an address to send a letter to. Agent provided customer with Auburn Hills address. Customer released the call. ******************* Customer seeking address or fax information to submit the required documentation for reimbursement as stated in lines 63-66. Agent provides fax number and advises customer to make fax attention to Agent with reference number. Agent updates COIN as necessary. Customer accepts offer.

Customer Assistance Inquiry Record (CAIR)#

16623230

VIN

1D7KS28C0 6J

Open Date

Model Year In Service Dt Plant

2006 03/30/2006 J

Body

DH7H41

Mileage

55,000

ST. LOUIS ASSEMBLY II NORTH

08/14/2007

Built Date

12/09/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

68751 JAMES CERANTI MOTORS INC

2225 HIGHWAY 82 EAST

GREENVILLE

Dealer State MS

Dealer Zip 38701

Owner Address

LELAND MS

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Steering - Power Steering Pump / Bkts - Leaks - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front

Customer has leak in pump. Customer stated the tie rod broke.

Purchased New or Used? NEW If Used, date purchased? NA Mileage? NA From whom did customer purchase used vehicle? NA Customer is calling in stating he has multiple issues with this vehicle. The steering stabilizer has went out. The tie rod end link has broke. The a/c has been in to the dealer 5 times for repairs and the dealer could never repair this. The customer finally repaired the a/c himself. Customer is asking about lemon law. Agent advised that we do not have the state specific laws and advised him to contact the state attorneys general office.

Customer Assistance Inquiry Record (CAIR)#

16661627

VIN

3D7MX48C9 6G

Open Date

Model Year In Service Dt Plant

2006 11/16/2005 G

Body

D18H42

Mileage

88,000

SALTILLO TRUCK ASSEMBLY PLANT

08/23/2007

Built Date

09/07/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

68862 CROWN AUTO WORLD BRISTOW

Dealer Address

901 SOUTH ROLAND, HWY 66 WEST

Dealer City BRISTOW

Dealer State

Dealer Zip 74010

Owner Address

SASAKWA OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
Purchased New or Used? New If Used, date purchased? NA Mileage? NA From whom did customer purchase used vehicle? NA Customer calling states the front end fell out from under the vehicle, the tie rods broke. Customer calling states this vehicle is in the shop at least once a week for issues and is costing him money. Owner says he had an appointment with a customer today and now he cannot make it. Customer also states the engine brake does not work and has been repaired three or four times. Customer is requesting a replacement vehicle under the lemon law. Writer called dealer 68862 spoke with Bradley the Service manager who states the vehicle has been there once for the engine brake, a vacuum pump was ordered and is scheduled to be put in tomorrow. The vehicle will be repaired per the terms of the service contract. Customer says he is being charge an extra $150.00 to tow the vehicle. Informed customer the contract only tows to the nearest dealer up to $100.00 anything after that is the customer responsiblity. Owner says he will never purchase a Dodge vehicle again. Customer called in stating that the warranty is not covering the repair. Caller also upset due to the fact that the total towing was not covered. Caller stated that he was told it would be $150 to tow it and then he was told by the driver it would be $250. Caller wants to know why he was misinformed. Advised caller that he will need to contact roadside assistance. Customer advised that the vehicle needs a new front end and this is not being covered. Contacted dealer and spoke with Bradley, manager. Bradley stated that there is a broken tie rod which is not covered. They will also have to do an alignment. Agent advised caller that this is not covered. Explained to customer that the contract only covers those items listed in the provisions. Customer began using profanity and was asked to remain professional. Caller seeking to speak with a supervisor. Agent consulted with MF640 and advised caller that CCAC will not assist with this repair. Caller stated that he will seek legal action. Advised anything he does outside Chrysler is at his own discretion. Caller will no longer purchase dcx vehicle.

Tie rod is broken.

Customer Assistance Inquiry Record (CAIR)#

16671248

VIN

3D7MX48C9 6G

Open Date

Model Year In Service Dt
Plant

2006 11/16/2005 G

Body

D18H42

Mileage

89,000

SALTILLO TRUCK ASSEMBLY PLANT

08/29/2007

Built Date

09/07/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone

Market

Owner Address

SASAKWA OK

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
***** EMAIL BRIEF DESCRIPTION CONTENT ***** No customer service!!! ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** Purchased New or Used? New If Used, date purchased? N/A Mileage? N/A From whom did customer purchase used vehicle? N/A ------------I purchased a 2006 dodge 3500 4x4 and have had nothing but trouble with it. In the last month alone, the engine brake, u-joints, clutch, and tie rod ends have all gone bad. I had the vehicle towed the last time and was told it was going to cost me 150.00, when in reallity it cost 220.00. I bought the truck from chapprell dadge in ada, ok. I purchased an extended warranty that apparently covers nothing, and purchased it under the business link program which does nothiung for me and there is only 3 dealers that are on the program. I had a new motor at 65,000 miles, several injectors, and the truck has been towed at least 5 times. I need somebody to explain to me why nothing is covered under any of the service plans or business link, and why it is so expensive to own a dodge truck. I am in the market for 15 new trucks for the next 6 months for my company and as of right now none of them will be a dodge!!! Please help me!!! ***********END OF EMAIL************* Thank you for contacting the Chrysler Customer Assistance Center regarding the issues you are having with your 2006 Dodge Ram 3500. Your email has been received and the concerns you have raised are appreciated. After thoroughly reviewing your request and the files on this matter, we respectfully concur with the decision rendered by our Senior Staff Representative. Thank you for taking the time to communicate with us. It is regrettable that a more favorable reply can not be provided. Thanks again for your email. ************END OF RESPONSE***************** Thanks for the reply. I have looked into the warranty of both Ford and Chevrolet and they both have stated that the front end parts that aren t covered with Dodge are

Tie rod is broken.

covered on their trucks. I spent too much money to purchase this truck, the business link program, and your 'extended warranty' for the truck to have this much trouble this early. This month alone I have spent 2200.00 in repairs and towing. Also, due to the lack of 'customer service' through dodge, I can assure you and everyone within your company that neither my company, my family, or any of my acquaintances will ever purchase a Chrysler product again. I will personally see to it!!! ***********END OF EMAIL*********** Thank you for contacting the Chrysler Customer Assistance Center regarding previous communication concerning your 2006 Dodge Ram. Your email does not contain any information that would cause a change in the previous decision. Therefore, your request must again be respectfully declined. Any future communication related to this issue will be retained in corporate records. If, at some future date, we can be of assistance to you in some other area, please let us know. Thanks again for your email. *********END OF RESPONSE***********

Customer Assistance Inquiry Record (CAIR)#

16755310

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS29C3 7G

Open Date

09/20/2007

Built Date

11/27/2006

2007

Body

DH7H81

DODGE RAM SLT 4X4 2500 MEGA CAB

12/31/2006 Mileage

18,000

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

24140 CAMPBELL MOTORS INC

Dealer Address 1550 NORTH FIRST STREET

Dealer City

HERMISTON

Dealer State

Dealer Zip 97838

Owner Address

HERMISTON OR

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-09-18 Road Side File Created 09-20-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 35016 E WALLS ROAD 1550 NORTH FIRST STREET MARKS ROAD HERMISTON HERMISTON OR USA OR CALLER_COMMENTS 3/4 MILE BROKEN TIE ROD / 4X4 / D DEALER CODE : 24140 CAMPBELL MOTORS INC

Customer Assistance Inquiry Record (CAIR)#

16790979

VIN

3D7KS28DX 6G

Open Date

Model Year In Service Dt Plant

2006 10/08/2005 G

Body

DH7P41

Mileage

35,710

SALTILLO TRUCK ASSEMBLY PLANT

10/01/2007

Built Date

07/26/2005

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer Dealer Address
Dealer City

45190 GREATER BIRMINGHAM DODGE CHRYSLER JEEP

9820 PARKWAY EAST

BIRMINGHAM

Dealer State

Dealer Zip 35215

Owner Address

STARKVILLE MS

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Front

Customer wants to know if chrysler can extend his warranty.

Purchased New or Used? New If Used, date purchased?7/26/07 Mileage? N/a From whom did customer purchase used vehicle? CDJ dealer / Templeton Motors Inc. Owner states he has took his vehicle to the dealer three times for the same issue (front tie road ends). Customer states the tie rods have broke again. Customer states his warranty is about out and he wants to know if Chrysler can extend the warranty. Advised customer that Chrysler cannot extend his warranty but he can purchase a service contract if he like. Customer states what do he need to do. Informed customer he would need to take his vehicle to the dealer. Customer wants to know how he can file lemon law. Informed customer he would need to look in the blue and white booklet.

Customer Assistance Inquiry Record (CAIR)#

16938116

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS26C3 6G

Open Date

11/14/2007

Built Date

02/09/2006

2006

Body

DH7H62

DODGE RAM 2500 SLT REG CAB 4X4

10/21/2006 Mileage

33,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

60150 ROBBINS CHRYSLER-DODGE-JEEP, INC.

Dealer Address 606 SOUTH PARK DRIVE

Dealer City

BROKEN BOW

Dealer State

Dealer Zip 74728

Owner Address

NASHOBA OK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2007-11-12 Road Side File Created 11-14-07 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: WATSON CREEK ROAD 606 SOUTH PARK DRIVE PAUL STEVENS ROAD PICKENS BROKEN BOW OK USA OK CALLER_COMMENTS TIE ROD END DROPPED OUT OF VEH/ C DEALER CODE : 60150 ROBBINS CHRYSLER-DODGE-JEEP, INC.

Customer Assistance Inquiry Record (CAIR)#

16944032

VIN

3D7MX48CX 6G

Open Date

Model Year 2006 In Service Dt 09/30/2005

Plant

Body

D18H42

Mileage

53,000

SALTILLO TRUCK ASSEMBLY PLANT

11/15/2007

Built Date

07/06/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

43526 BOSSIER COUNTRY 350 EAST I H 45 FAIRFIELD

Dealer State

Dealer Zip 75840

Owner Address

FAIRFIELD TX

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Product - Air Conditioning / Heater - Compressor/Clutch/R Valve Inoperative - Default Product - Air Conditioning / Heater - Switches / Controls - Inoperative Default Product - Drive Shaft/Universal Joint - Shaft - Broken - Rear
Product - Suspension - Tie Rods / Drag Link - Noisy - Front-Pass
Referral - Tier Two - Internal Escalation - Authorization - Default

Had the compressor replaced.
States that the blend air door is not working States that the rear drive shaft broke States that the tie rod end was replaced Tier Two (assistance with several repairs)

Purchased New or Used? New If Used, date purchased? na Mileage? na From whom did customer purchase used vehicle? na The customer states that he has had several issues with the vehicle, the front right hub went out and the rear drive shaft twisted and he replaced it, the A/C compressor went outs and he replaced it, a tie rod end broke and was replaced and the re circulating door broke and he states that he is seeking assistance with all of the repairs. Agent consulted with BCC13 and the customer will be sent up for further review. ****Begin structured narrative T2 - GOODWILL ESCALATION What is the customer requesting from Chrysler? Assistance with repairs How far out of warranty is the vehicle/repair by time and/or mileage? 17,000 Is there a service contract on this vehicle that would cover the repair? no Is the customer the original owner of this vehicle? yes How many Chrysler vehicles has the customer owned including this vehicle? 1 Is there warranty history related to the current concern? no Has the vehicle been taken to a Chrysler, Dodge or Jeep dealer? yes ****End structured narrative T2 - GOODWILL ESCALATION **Owner states the drive shaft and a/c compressor was replaced at the dealer which he paid 684.26 for the air compressor and 727.46 for the drive shaft repair.

States he also had right front hub bearing and tie rod replaced at a independent. States dealer also stated vehicle needs recirculation door which he did not have money for due to all these repairs. Called dealer service manager Jay who confirmed repairs. Writer offered 50% goodwill on the recirculation door. Informed owner to fax writer receipts for review for the two repairs done at dealer. No goodwill for independent repair. Owner appreciated. Fax is Writer would consider 1100.00 reimbursement. Received fax from owner. Called dealer service and verified repairs were defects. As goodwill writer will reimburse owner 1100.00. Called owner to inform. Jay states total cost is about 300.00. 266.38 for labor and 11.41 for the part. 50% goodwill PA CLAIM.

Customer Assistance Inquiry Record (CAIR)#

16979317

VIN

3D7KS28C5 6G

Open Date

Model Year In Service Dt Plant

2006

Body

DH7P42

11/14/2005 Mileage

59,032

SALTILLO TRUCK ASSEMBLY PLANT

11/28/2007

Built Date

08/19/2005

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

45086 FOWLER DODGE INC 55 WEST INTERSTATE 240 OKLAHOMA CITY

Dealer State

Dealer Zip 73139

Owner Address

MODESTO CA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Service Contracts - Towing - Default
Roadside Assistance Contacted - DATE : 2007-11-26 Road Side File Created 11-28-07 FOR SERVICE CONTRACT VEHICLE PROBLEM AT: VEHICLE TAKEN TO: N HARVEY ROAD 55 WEST INTERSTATE 240 STATE HIGHWAY 9 SEMINOLE OKLAHOMA CITY OK USA OK CALLER_COMMENTS TIE RODS BROKEN . WHEELS ARE ON T DEALER CODE : 45086 FOWLER DODGE INC

Customer Assistance Inquiry Record (CAIR)#

17005038

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MS48C5 5G

Open Date

12/05/2007

Built Date

02/15/2005

2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

07/06/2005 Mileage

61,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

60150 ROBBINS CHRYSLER-DODGE-JEEP, INC.

606 SOUTH PARK DRIVE

BROKEN BOW

Dealer State

Dealer Zip 74728

Owner Address

BROKEN BOW OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Product - Unknown - Unknown - Accident - Default Referral - Other - Default - Default - Default
Special Investigation related contact - Escalated to Tier 2 Internal per WHH17. Purchased New or Used? New If Used, date purchased? 07/06/05 Mileage? 71 From whom did customer purchase used vehicle? CDJ dealer COIN Updated & CAIR reassigned to 82S Contact:

Referral Tier Three.

LOCATION OF VEHICLE - INCLUDING THE ADDRESS: Steels Wrecker service Rt. 4, Box 368, Broken Bow, OK, 74728 LOCATION OF VEHICLE PHONE NUMBER: 580 584 6687 happened?: Customer states tie rod broke and caused an accident totaling the vehicle. Customer wants to speak to JRL84. Agent transferred. 12.06.2007 Called the customer and requested a callback for date of the incident and details surrounding the failure, as well as injuries. Cair and direct phone number left. mrp _Customer states that he going about 4 mph and the vehicle started vibrating, he slowed and he thought that he had a flat. The vehicle swerved to the right and he went of the road and hit a tree. He was knocked unconscious. Forwarded to 82t mrp 12-6-07 Assigned to TK27/SSS8 CAIR NUMBER 17005038 REQUEST EAA INSPECTION 12-06-2007 15:12 CAIR NUMBER 17005038 E-MAIL SENT TO EAA 12-06-2007 15:12 CCRG Open Date: 12/06/2007 14:33:50

Letter Sent: Acknowledgement 12/07/2007 10:17:14 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 12/08/07 AT 16:09:47 17005038 Letter Sent: Denial 12/17/2007

Customer Assistance Inquiry Record (CAIR)#

17214309

VIN

3D7MX48C2 6G

Open Date

Model Year In Service Dt Plant

2006 03/31/2006 G

Body

D18H42

Mileage

55,021

SALTILLO TRUCK ASSEMBLY PLANT

02/12/2008

Built Date

02/22/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

44815 LAWRENCE MARSHALL CHRYSLER DODGE JEEP

850 BUS HWY 290 N

HEMPSTEAD

Dealer State

Dealer Zip 77445

Owner Address

KENNARD TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Caller states the front passenger tie rod is broken.

Purchased New or Used? new

If Used, date purchased? n/a Mileage? n/a

From whom did customer purchase used vehicle? n/a

Caller is

and claims he is the owner s brother in law the

customer was driving the vehicle and claims the tie rod broke on the

passenger side. Caller claims the vehicle went in the ditch and is

seeking assistance with the repairs. Caller claims there are no prior

issues with the tie rod and claims there is not a third party service

contract that would cover the repairs. Agent consulted with TCC17 and

informed customer Chrysler would not assist with the repairs. Informed

customer that Chrysler will not participate in the repair. The vehicle

warranty has expired.

Customer Assistance Inquiry Record (CAIR)#

17217934

VIN

3D7MX46C1 6G

Open Date

Model Year In Service Dt Plant

2006 03/18/2006 G

Body

D18H62

Mileage

59,255

SALTILLO TRUCK ASSEMBLY PLANT

02/13/2008

Built Date

12/05/2005

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

43139 SHIELDS MOTOR CO INC 814 WEST CHERRY STREET CHANUTE

Dealer State

Dealer Zip 66720

Owner Address

CHANUTE KS

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Service Contracts - Towing - Default
Roadside Assistance Contacted - DATE : 2008-02-11 Road Side File Created 02-13-08 FOR SERVICE CONTRACT VEHICLE PROBLEM AT: VEHICLE TAKEN TO: ARIZONA ROAD 814 WEST CHERRY STREET 600 STREET/800 STREET PETROLIA CHANUTE KS USA KS CALLER_COMMENTS 01--BROKEN TIE ROD//DUALLY-FLATBE DEALER CODE : 43139 SHIELDS MOTOR CO INC

Customer Assistance Inquiry Record (CAIR)#

17249914

VIN

3D7KS29C0 6G

Open Date

Model Year In Service Dt Plant

2006 06/05/2006 G

Body

DH7H81

Mileage

47,371

SALTILLO TRUCK ASSEMBLY PLANT

02/22/2008

Built Date

02/16/2006

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

44972 SHAKOPEE CHRYSLER JEEP DODGE

Dealer Address

1615 WESTON COURT

Dealer City SHAKOPEE

Dealer State

Dealer Zip 55379

Owner Address

NORMAN AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Warranty Coverage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - FrontPass

Customer seeking warranty information. Customer states that the tie rod and drag link broke.

Purchased New or Used? new If Used, date purchased? na Mileage? na From whom did customer purchase used vehicle? na Customer states that his tie rod end and drag link just broke off the vehicle. Customer states that he is wondering if this is covered under warranty. Agent advised the customer his vehicle only came with the basic 3/36 warranty and the 5/100 diesel engine warranty. Agent advised the customer that he is outside his warranty by the mileage. Customer states ok that is all he needed to know.

Customer Assistance Inquiry Record (CAIR)#

17303753

VIN

3D7MX48C2 6G

Open Date

Model Year In Service Dt Plant

2006 07/20/2006 G

Body

D18H42

Mileage

51,199

SALTILLO TRUCK ASSEMBLY PLANT

03/10/2008

Built Date

03/17/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

45144 WRIGHT CHRYSLER DODGE JEEP

Dealer Address

1858 TENAHA ST

Dealer City CENTER

Dealer State

Dealer Zip 75935

Owner Address

DUBLIN TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front

States both tie rod ends broke.

Purchased New or Used? Used If Used, date purchased? 7/30/07 Mileage? 31609 From whom did customer purchase used vehicle? CDJ dealer Customer states that his vehicle broke down so he took it to an independent repair facility. Customer states that the repair facility advised him that the tie rod ends had broken and needed to be replaced. Customer states that the had them repair the concern and then he realized that he had a service contract that should cover the repair. Customer states that he verified with the independent that this repair should have been covered under the service contract. Customer states that he would like to be reimbursed for this repair. Agent consulted with JBV6 and advised customer to submit his requested through the Troy mailing address and it would be reviewed further for a final decision. Agent advised customer that there is no guarantee at this time that he will be reimbursed. Customer calling in stated that the ball joints is needing to be replaced and is seeking if the his service contract will cover this repairs. Agent pulled up previsions and informed the customer that the upper and lower ball joints are not covered.

Customer Assistance Inquiry Record (CAIR)#

17331501

VIN

3D7KS28C2 5G

Open Date

Model Year In Service Dt Plant

2005 04/08/2005 G

Body

DH7H41

Mileage

57,000

SALTILLO TRUCK ASSEMBLY PLANT

03/18/2008

Built Date

09/06/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 42 DETROIT

Market

Dealer Dealer Address
Dealer City

44864 BOB-BOYD DODGE 2810 N COLUMBUS STREET LANCASTER

Dealer State

Dealer Zip 43130

Owner Address

LANCASTER OH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - E17: - Advise Owner/Incomplete Recall
Product - Suspension - Tie Rods / Drag Link - Worn - Front-Driver
Product - Suspension - Lower Control Arms/Ball Jnts - Broken - FrontPass

Advised of incomplete recall. Front driver's side tie rod needs to be replaced.
States the steering arm broke.

Purchased New or Used? new If Used, date purchased? na Mileage? na From whom did customer purchase used vehicle? Na Customer states that his working was driving the vehicle to lunch and the steering arm broke when he was pulling into Dairy Queen. Customer informed agent that the contacted the dealership and they informed him that there are no recalls on his vehicle. Agent advised customer that he has a service contract that this repair could be covered under with a $100 deductible. Agent informed customer that the vehicle would have to be diagnosed by the Dodge dealership for component coverag. Customer does not wish to have recall E17 performed. Customer states he was advised the steering arm would be covered under warranty. Customer claims the vehicle was towed to the dealership for repairs and claims he was informed the repairs would not be covered under warranty. Agent contacted dealership 44530 and spoke to Adam (Service Advisor) who states the right outer tie rod would be replaced. Adam claims this is not a covered component. Agent informed customer the tie rod would be replaced and informed him this component is not covered under warranty.

Customer Assistance Inquiry Record (CAIR)#

17453404

VIN

3D7MS48C4 5G

Open Date

Model Year In Service Dt Plant

2005 12/18/2004 G

Body

DH8H42

Mileage

53,000

SALTILLO TRUCK ASSEMBLY PLANT

04/26/2008

Built Date

08/25/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer

65674 EAST HILLS CHRYSLER JEEP DODGE

Dealer Address

2300 NORTHERN BLVD

Dealer City GREENVALE

Dealer State

Dealer Zip 11548

Owner Address

PORT WASHINGTON NY

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2008-04-24 Road Side File Created 04-26-08 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: W SHORE ROAD 2300 NORTHERN BLVD NORTHERN BOULEVARD PORT WASHINGTON GREENVALE NY USA NY CALLER_COMMENTS BAR BEACH PARK /TIE ROD BROKE DUA DEALER CODE : 65674 EAST HILLS CHRYSLER JEEP DODGE

Customer Assistance Inquiry Record (CAIR)#

17507637

VIN

1D7KS28C3 6J

Open Date

Model Year In Service Dt Plant

2006 12/29/2005 J

Body

DH7H41

Mileage

70,000

ST. LOUIS ASSEMBLY II NORTH

05/14/2008

Built Date

10/01/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer
Dealer Address
Dealer City

26202 FRANKLIN CHRYSLER INC 484 WILTON ROAD FARMINGTON

Dealer State ME

Dealer Zip 04938

Owner Address

WILTON ME

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Unknown

Customer calls for a problem with the tie rod.

Customer called for a tie rod problem. He needs to replace both the tie rods. He states that its a Chrysler problem and Chrysler should bear the charges. He had been to FRANKLIN CHRYSLER dealer but currently his vehicle is at a Non-Chrysler dealer. Called FRANKLIN CHRYSLER dealer. SM stated that the tie-rods broke on the highway and there is no abuse with the vehicle. He also stated that he had contacted the DM regarding the same concern, but the vehicle was never brought to the stated dealership. Informed customer the same and adviced him to take the vehicle to a Chrysler dealer for diagnose before Chrysler could help him. Customer said that he will do that and give us a call. Provided the referrance number.

Customer Assistance Inquiry Record (CAIR)#

17518152

VIN

3D7KS28C3 6G

Open Date

Model Year In Service Dt Plant

2006 10/31/2006 G

Body

DH7H42

Mileage

30,000

SALTILLO TRUCK ASSEMBLY PLANT

05/18/2008

Built Date

05/12/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

42313 DAMSKOV AUTO SALES 707 OKAMA DRIV OMAK

Dealer State

Dealer Zip 98841

Owner Address

OKANOGAN WA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2008-05-16 Road Side File Created 05-18-08 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 796 CAMERON LAKE ROAD 707 OKAMA DRIV CAMERON LAKE LOOP ROAD OKANOGAN OMAK WA USA WA CALLER_COMMENTS 01-TIEROD END HAS BROKEN..509-322 DEALER CODE : 42313 DAMSKOV AUTO SALES

Customer Assistance Inquiry Record (CAIR)#

17773723

VIN

1D7KS28CX 6J

Open Date

Model Year In Service Dt Plant

2006 04/24/2006 J

Body

DH7H42

Mileage

43,000

ST. LOUIS ASSEMBLY II NORTH

08/05/2008

Built Date

09/16/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

44433 BONHAM CHRYSLER 1522 W SAM RAYBURN DRIVE BONHAM

Dealer State TX

Dealer Zip 75418

Owner Address

GOLDEN OK

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Unknown Referral - Tier Three - Default - Default - Default

Customer advised agent he had and issue with both front tie rods. Customer wants to talk to someone in US.

Customer called in and says he wants to talk to someone in US for technical assistance,agent told that we do not provide technical assistance but still the customer wanted to talk to someone in US,agent transferred the call to tier 3. Purchased New or Used? New Customer advised agent the passengerside and driverside tie rod came off. Customer advised agent he is wanting to put in a formal complaint on the issues with the tie rods. Customer advised agent heard information there was a recall on the tie rods. Agent advised customer there are no recalls on his vehicle. Customer advised agent he pays $100.00 deductible for the tie rods and he feels he should not. Agent advised customer after the 3/36 warranty expires he is responsible for the deductible on his maxcare contract.

Customer Assistance Inquiry Record (CAIR)#

17781954

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH48A1 7G

Open Date

08/07/2008

Built Date

10/04/2006

2007

Body

DC8L43

DODGE RAM 4X4 3500 QUAD CAB CHASSIS

12/19/2006 Mileage

47,000

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer Dealer Address
Dealer City

23529 CHILSON-WILCOX INC 660 ADDISON ROAD PAINTED POST

Dealer State

Dealer Zip 14870

Owner Address

LINDLEY NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Warranty Coverage - Default - Default - Default Product - Suspension - Upper Control Arms/Ball Jnts - Worn Front Corporate - Limited Lifetime Powertrain Warranty - Default Default - Default
Product - Suspension - Tie Rods / Drag Link - Other - Front
Product - Steering - Linkage - Worn - Default
Product - Drive Shaft/Universal Joint - Universal Joints - Worn Front

Advised of warranty for clutch.
Customer advises upper ball joints were replaced.
Customer inquiring about the LLPW.
Customer seeking goodwill assistance for repairs on vehicle. Customer states the front steering mechanism was replaced.
Customer states u-joints failed.

Customer seeking goodwill assistance for repairs for the tie rod on vehicle and says they are broken and also says he had replaced the universal ball joints and still the problem existed and seeks assistance from Chrysler. Agent transferred call to tier3 for further assistance. Customer called and told that he got disconnected from the phone with the previous agent. He added that the steering broke down on the way. Now as per the dealership he has to buy all parts as his vehicle is out of warranty and now he is seeking goodwill as mostly the drivetrain going to cost him around $1500 to $2000. Agent transferred the call to T3. Purchased New or Used? Used If Used, date purchased? 2/26/2008 Mileage? 11500 From whom did customer purchase used vehicle? Other dealer Customer seeking reimbursement for u-joints, two front ball joints on both side, front steering mechanism system. Customer states that dealer would not sell him the tie rod end but he had purchase the entire front steering mechanism. Customer states he has paid for all repairs except for the steering which he performed himself. Customer states the dealer told him the fly wheel will need to be replaced eventually. Customer feels the vehicle is unsafe. Consulted with RJB176. Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired. Advised

customer that in order for reimbursement to be considered, repairs would have to be performed at Dodge dealership. Customer inquiring why he could not get the clutch covered earlier in the year. Advised customer the warranty for the clutch is 12 months or 12,000 miles, whichever comes first. Customer inquiring about the offer for a lifetime powertrain warranty. Advised customer this was not offered for the diesel vehicles.

Customer Assistance Inquiry Record (CAIR)#

17841985

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A9 7G

Open Date

08/26/2008

Built Date

04/20/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

05/12/2007 Mileage

20,900

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

45213 WOLFS PINEDALE DODGE LLC

Dealer Address

153 S. ENTERTAINMENT LN

Dealer City

PINEDALE

Dealer State

Dealer Zip 82941

Owner Address

PINEDALE WY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Unknown
Customer called stating that the vehicle broke down at a deserted area in wyoming and says that the vehicle had to be towd to a CJD dealership for the repair as it was not drivable as had a problwm with the tierod and seeks for reimbursement of the cost for towing which is $ 79.80. The vehicle was repaired at 45213 dealership. Agent asked customer to fax the documents for the vehicle being towed and the proof for the mode of payment. Agent gave the refrence number. No commitments.

Seeks towing reimbursement.

Customer Assistance Inquiry Record (CAIR)#

17850917

VIN

3D7MX48C0 6G

Open Date

Model Year In Service Dt Plant

2006 01/30/2006 G

Body

D18H42

Mileage

62,302

SALTILLO TRUCK ASSEMBLY PLANT

08/28/2008

Built Date

11/30/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

68101 MIKE YOUNG CHRYSLER DODGE JEEP

Dealer Address

125 HIGHWAY 124

Dealer City WINNIE

Dealer State

Dealer Zip 77665

Owner Address

BEAUMONT TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Unknown - Other - Unknown oow. rt frt tie rod broke. owner's aftmkt serv policy will not cover
owner has aftmkt - 1st extended serv policy that Mike Young sold him. they have declined coverage due to abuse. dm declined oow goodwill. slb owner needs to contact his insurance co. cair closed. slb

Customer Assistance Inquiry Record (CAIR)#

17919860

VIN

3D7MS48C3 5G

Open Date

Model Year In Service Dt Plant

2005 06/18/2005 G

Body

DH8H42

Mileage

80,183

SALTILLO TRUCK ASSEMBLY PLANT

09/19/2008

Built Date

03/30/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

68491 JOHNSONS OF ENID INC 4405 WEST OWEN K GARRIOTT ENID

Dealer State

Dealer Zip 73703

Owner Address

MENO OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default
Product - Suspension - Spindle / Bearings/S Knuckle - Other - Front Product - Drive Shaft/Universal Joint - Universal Joints - Broken - Front Product - Cooling System - Fans, Pulleys, and Tensioner - Broken, Cracked Default Product - Fuel System - Fuel Injection System / Injectors - Other - Default Product - Steering - Steering Wheel / Column - Other - Default

Customer seeking lemon law information. Front knuckle broke. Replaced 6 universal joints.
Replaced the fan belts 3 times.
Replaced the fuel injectors. Steering column fell out.

Customer alleges that he has spend $9000.00 on this vehicle since he has bought it. Customer alleges that he replaced the fan belts 3 times, 6 universal joints and the fuel injectors. Customer alleges that the steering column fell out. Customer alleges that the front knuckle broke. Customer alleges that the vehicle is at the dealership for the repairs again. Customer alleges that he is unhappy with the vehicle and wants his complaints to be documented. Agent advised the customer that his complaint is documented. Customer provided his phone number Customer seeking lemon law information. Agent transferred call to tier3. Purchased New or Used? New If Used, date purchased? NA Mileage? NA From whom did customer purchase used vehicle? NA Customer states the front tie rod ends broke two days ago. States the vehicle is currently at 68491. Customer requesting information on Lemon Law for the state of Oklahoma. Writer contacted dealer 68491 and spoke with John (SM unavailable). States vehicle came in for a concern with a busted tie rod and bent steering dampener. States the tie rod popped out of the ball. States dealer has repaired the vehicle and customer can pick the vehicle up. No direct to dealer necessary at this time due to vehicle has been repaired. Referred customer to blue and white booklet or state attorney generals office for lemon law qualifications.

Customer Assistance Inquiry Record (CAIR)#

18002012

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7LX38C4 6G

Open Date

10/17/2008

Built Date

12/09/2005

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

02/27/2006 Mileage

61,000

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

43139 SHIELDS MOTOR CO INC

Dealer Address 814 WEST CHERRY STREET

Dealer City

CHANUTE

Dealer State

Dealer Zip 66720

Owner Address

HUMBOLDT KS

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Unknown
Product - Suspension - Lower Control Arms/Ball Jnts - Worn Unknown
Product - Fuel System - Unknown - Poor Fuel Economy Default

Complains of broken tie rods and poor quality.
Complains of problems with the ball joints. Complains of problems with the fuel economy of the vehicle.

***** EMAIL BRIEF DESCRIPTION CONTENT ***** Having problem with drive train on my truck, and MPG. I have never had this much trouble with drive train before. ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** Purchased New or Used? New ***** BEGIN CUSTOMER EMAIL ***** I ve had tie rod end break while driving. Which cause lost of steering, this happen with appox 50,000 miles. When I took it in to have this fixed, they found other tie rod ends bad along with ball joints. I would think these items should last longer than 50K miles. ***** BEGIN EMAIL RESPONSE ***** Thank you for contacting the Chrysler Customer Assistance Center regarding your 2006 Dodge Ram. We regret that you are still experiencing problems with your vehicle and appreciate the time and effort you took to bring this matter to our attention. Comments like yours are one way to learn of problems that develop and the improvements that are desired by customers. The information received is used in product development and quality analysis. It is our suggestion that you continue to work with your servicing dealer. If the dealer has been unable to determine or resolve your concerns, you may want to seek a second opinion from another authorized dealership. Should your dealer require factory assistance, it is available through the regional Business Center. If required, seek out the dealerships that are known for excellence in customer service - our Five Star dealers. Please visit http://www.fivestar.com, or call 1-800-677-5-STAR. You can also locate a dealer on the 'Dealers in my Area' dropdown on the

Dodge (http://www.dodge.com) brand website. If your concerns are still not resolved after consulting another dealer, please contact our office at 1-800-992-1997, 8:00 a.m. to 5:00 p.m., Monday through Friday, to speak with one of our trained Customer Service Representatives. We have Customer Service Representatives available to address your questions and concerns. We believe this referral action will provide the best opportunity for review. Thanks again for your email. ***** END EMAIL RESPONSE *****

Customer Assistance Inquiry Record (CAIR)#

18207614

VIN

1D7KS28C3 6J

Open Date

Model Year In Service Dt Plant

2006 11/04/2005 J

Body

DH7H41

Mileage

71,000

ST. LOUIS ASSEMBLY II NORTH

12/30/2008

Built Date

10/13/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

44710 RYBURN MOTOR COMPANY, INC.

156 HIGHWAY 425 S

MONTICELLO

Dealer State AR

Dealer Zip 71655

Owner Address

WARREN AR

Contact Type

TELEPHONE

Home Phone (

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

seeking help with the tie rods of the vehicle

Customer called in stating that the tie rods fell down. He called up an authorized dealership and they informed him that they will have to replace the whole thing which will cost him $500 for the part and the labor charges extra. He wants Chrysler to pay for it. Customer has not been to any dealership yet. Agent advised the customer to get the vehicle diagnosed from an authorized dealership and then call us back with the complete information.

Customer Assistance Inquiry Record (CAIR)#

18236455

VIN

3D3MX49C8 6G

Open Date

Model Year In Service Dt Plant

2006 06/19/2006 G

Body

D18P81

Mileage

42,000

SALTILLO TRUCK ASSEMBLY PLANT

01/09/2009

Built Date

05/24/2006

DODGE RAM 3500 LARAMIE MEGA CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

43347 TOM ADDIS DODGE INC 314 W CLAYTON AVE COEUR D ALENE

Dealer State

Dealer Zip 83815

Owner Address

RATHDRUM ID

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-01-07 Road Side File Created 01-09-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: N MEYERS 314 W CLAYTON AVE TOMBSTONE AVE RATHDRUM COEUR D ALENE ID USA ID CALLER_COMMENTS DIESEL DUALLY/ TIE ROD BROKE NO S DEALER CODE : 43347 TOM ADDIS DODGE INC

Customer Assistance Inquiry Record (CAIR)#

18317662

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C4 6G

Open Date

02/05/2009

Built Date

08/16/2005

2006

Body

D18P42

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

10/06/2005 Mileage

80,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

43300 ALLEN SAMUELS EAST TEXAS DODGE

Dealer Address

3120 SSW LOOP 323

Dealer City

TYLER

Dealer State

Dealer Zip 75701

Owner Address

WINONA TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Other - Unknown Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default
****Begin structured narrative T2 - TIER THREE REFERRAL Transferred customer to T3 or Reassigned CAIR to T3 in-basket ?insert in-basket #? per ? NIC ?. ****End structured narrative T2 - TIER THREE REFERRAL Customer expriencing problem with the front end in the vehicle. Tie rod came loose. Customer said that he is upset with the vehicle. Customer seeking assistance from Chrysler for the repairs. Agent consulted with the supervisor PD594 and transfered the call to tier 3 for further assistance.
What is the customer requesting from Chrysler? goodwill assistance How far out of warranty is the vehicle/repair by time and/or mileage? 10/06/08 Service contract (Chrysler or 3rd party) that would cover the repair? No Original owner? (yes/no) Yes How many Chrysler vehicles has the customer owned including this vehicle? 1 Is there any repair history related to the current concern? Yes Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? Yes Service dealer code? 43300 Service manager name? Brayan

goodwill assistance. tie rods are loose

NIC of team leader/floor walker who authorized escalation of caller? PD594 Customer called back for the same concern and wants to transffer his call to t3. Agent transffered the call to t3 THIS IS NOT A GOODWILL CAIR - THE OWNER OF THIS CUSTOMER IS CLAIMING THAT HE HAD AN ACCIDENT BECAUSE THE TIE ROD BROKE. OWNER CLAIMS THAT THERE IS BODY DAMAGE, AND SAYS THAT HE DOESN T EXPECT TO HAVE TO PAY FOR ANYTHING. VEHICLE IS CURRENTLY AT DEALER 43300, UP ON THE RACK - ACCORDING TO THE CUSTOMER. ACCIDENT OCCURRED YESTERDAY ON OWNER S RANCH, 16711 COUNTY RD. 356 IN WINONA, TX. AN EMPLOYEE DROVE THE VEHICLE THROUGH A BARB WIRE FENCE. NO POLICE REPORT, AND THE OWNER HAS NOT CONTACTED HIS INSURANCE COMPANY. INFORMED OWNER THAT THE FILE WILL BE FORWARDED TO SPECIAL INVESTIGATIONS FOR HANDLING. OWNER CAN BE REACHED ON HIS CELL PHONE
CLAIMS BODY DAMAGE TO THE FRONT OF THE TRUCK AND LEFT WHEEL. ALLEN SAMUELS EAST TEXAS DODGE CDT 3120 SSW LOOP 323 TYLER TX 75701 903-561-2404 2.05.2009 Forwarded to 82t mrp 2-5-09 Assigned to TNT16. MJK CAIR NUMBER 18317662 REQUEST EAA INSPECTION 02-05-2009 17:09 CAIR NUMBER 18317662 E-MAIL SENT TO EAA 02-05-2009 17:09 CCRG Open Date: 02/05/2009 16:05:17 Letter Sent: Acknowledgement 02/06/2009 12:20:15 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 02/10/09 AT 17:14:57 18317662

Customer Assistance Inquiry Record (CAIR)#

18321423

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A1 7G

Open Date

02/06/2009

Built Date

05/09/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

06/04/2007 Mileage

54,776

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer Dealer Address
Dealer City

45405 NORTHWEST DODGE 19616 NORTHWEST FWY HOUSTON

Dealer State

Dealer Zip 77065

Owner Address

TOMBALL TX

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Recall - G30: - Advise Owner/Incomplete Recall

Agent provided the recall information.

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Customer seeks reimbursement for the repairs.

Customer experiences problem with the tie rods. Customer states that the ball came out. Customer states that he has to complete the repairs himself and the cost for the repairs was $585.85. Customer states that the mileage on the vehicle was 54556 and the date of the repairs was 02/03/08. Customer seeks reimbursement for the repairs as the dealership has informed him that the repairs were covered under warranty. Agent informed the customer to send all the original documents along with the proof of payment. Agent provided the reference number and the corporate address and did not promise anything. Advised the customer of incomplete recall ?recall # G30, H34? for this vehicle. Customer was advised to contact a Dodge dealer to schedule an appointment to complete recall repair.

Customer Assistance Inquiry Record (CAIR)#

18380349

VIN

3D7MS48D5 5G751033

Open Date

Model Year In Service Dt Plant

2005 11/26/2004 G

Body

DH8H42

Mileage

68,000

SALTILLO TRUCK ASSEMBLY PLANT

02/27/2009

Built Date

10/13/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

68153 CUTRONES CHRYSLER JEEP DODGE WEST

5408 UNIVERSITY BLVD

CORAOPOLIS

Dealer State

Dealer Zip 15108

Owner Address

HOOKSTOWN PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Drive Shaft/Universal Joint - Universal Joints - Defective - Unknown Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
Customer called in and stated the problem is with the Tie rods. Customer stated they were driving on 50 mph and the drives side tie rods fell apart and U-Joints gone defective. Customer has inspected the vehicle on his own and called one of the authorized dealership and they said that the repairs would not be covered under warranty. Therefore, customer is calling Chrysler for assistance. Writer documented the concern and advised the customer to get the vehicle diagnosed from an authorized CDJ dealership. Writer suggested to call back once the diagnosis are done, so Chrysler can review the case. Customer understood.

Problem with the U-joint drives side tie rods fell apart

Customer Assistance Inquiry Record (CAIR)#

18385642

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29C0 7G

Open Date

03/02/2009

Built Date

11/01/2006

2007

Body

DH7H81

DODGE RAM SLT 4X4 2500 MEGA CAB

08/02/2007 Mileage

88,448

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

63644 GREAT PLAINS CHRYSLER DODGE INC

Dealer Address

2800 N HIGHWAY 281

Dealer City

HASTINGS

Dealer State

Dealer Zip 68901

Owner Address

AYR NE

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Referral - Tier Three - Default - Default - Default

Customer states the tie rod is broken. Goodwill assistance

Customer states the tie rod is broken and also mentioned that the same incident happened with the other vehicle as well that his son drives. Vehicle is not diagnosed and customer seeks goodwill assistance with the repair work. Writer advised the customer to get in touch with any authorized dealership and have the vehicle diagnosed as without diagnosis Chrysler wont be in a position to look into the matter for him. Customer agreed. Writer provided the reference number. ****Begin structured narrative T2 - TIER THREE REFERRAL Transferred customer to T3 or Reassigned CAIR to Transferred to T3 T3 in-basket ?insert in-basket #? per ? NIC ?. AM1107 ****End structured narrative T2 - TIER THREE REFERRAL Customer called regarding the same issue and stated that he has got the vehicle diagnosed regarding the tie rods problem and was asked to call back. Customer wanted the tie rods replaced and was seeking goodwill assistance. What is the customer requesting from Chrysler? Goodwill How far out of warranty is the vehicle/repair by time and/or mileage? Both Service contract (Chrysler or 3rd party) that would cover the repair? No Original owner? (yes/no) If no, purchased when? Yes How many Chrysler vehicles has the customer owned including this vehicle? 5 Is there any repair history related to the current concern? No

Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? Yes Service dealer code? 63644 Service manager name? Peter NIC of team leader/floor walker who authorized escalation of caller? AM1107 Customer seeking goodwill to get the tie rod fix at dealer 63644 for about $764.00. Writer called dealer and spoke with SM Steve. As a one-time goodwill gesture, Dealer will ?Assist the customer with the repair of the tie rod.?. Customer will be responsible for a co-pay in the amount of ?$160.00?. This goodwill is being offered because:?Very loyal customer to Dodge and dealer.? # # # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR to you because of a goodwill policy decision that was made on behalf of this customer. You have indicated you will be using your DSA to assist this customer. The customer ? has not ? been informed of this decision. If not, please contact this customer and extend the goodwill offer as discussed. Update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # If you need to speak with the agent about this CAIR, please call 1-800-992-1997 Once the menu begins enter your dealer code. Once you hear the start of the next menu enter the extension, which is 66121 followed by the # sign. Your call is then transferred to the entered extension. REASSIGNED TO BC/DLR 74 63644 03/02/09 17:59 R 18385642 *Contact Date:03/04/2009 Service Manager at the dealership has closed the Cair# 18385642 Dealer goodwill repair is documented on Repair Order#46717 CAIR RETURNED FROM DEALER ON 3/04/2009 AT 09:53:490 R 18385642

Customer Assistance Inquiry Record (CAIR)#

18388527

VIN

3D7KS28D2 5G

Open Date

Model Year In Service Dt
Plant

2005 06/15/2005 G

Body

DH7H41

Mileage

112,000

SALTILLO TRUCK ASSEMBLY PLANT

03/03/2009

Built Date

08/30/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 66 ORLANDO

Market

Owner Address

KEYSTONE HEIGHTS FL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Recall - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front
Customer wanted to know if the tie rods were involved in a recall. Informed customer that there are no pending recalls on the vehicle. Customer states that her husband was driving the vehicle and the front tie rods broke, the steering got stuck and would not move. The vehicle would have had an accident. Customer was informed by the dealer that there was a safety bulletin on the Front shimming when travelling over rough surfaces. Customer states that she wants Chrysler to pay for the repairs. Advised customer to get the vehicle diagnosed. Informed customer that the vehicle would have to get diagnosed by an authorized CDJ dealership. Customer wanted to know if Chrysler would cover the repairs if the dealership determined that the problem wasa factory defect. Advised customer that the CCAC cannot promise anything unless the vehicle is diagnosed. Customer stated that she will get the vehicle diagnosed and call back. Updated COIN.

Seeks recall information. Tie rod broke.

Customer Assistance Inquiry Record (CAIR)#

18408794

VIN

3D7KS28C6 6G

Open Date

Model Year In Service Dt Plant

2006 08/19/2006 G

Body

DH7H41

Mileage

60,000

SALTILLO TRUCK ASSEMBLY PLANT

03/10/2009

Built Date

07/20/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer

41007 DICK GREENFIELD DODGE INC

Dealer Address

2700 BRUNSWICK PIKE RT 1

Dealer City LAWRENCEVILLE

Dealer State

Dealer Zip 08648

Owner Address

TRENTON NJ

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Referral - Tier Three - Default - Default - Default

Alleges that the Drag link has been redesign. Seeking goodwill assistance.

Customer alleges that the front end was making noise as the drag link was broken. Customer alleges that she contacted the dealer and the dealer informed her that the drag link has been redisgned, due to which the steering assembly has to be purchased. Customer alleges that the Drag link has been redesign, due which she has to buy a complete steering assembly. Customer alleges that the cost for the complete steering assembly is $500.00. Customer seeking goodwill assistance as the part was redesigned. What is the customer requesting from Chrysler? Seeking goodwill assistance as the part was redesigned. How far out of warranty is the vehicle/repair by time and/or mileage? Out of warranty by 24000 miles. Service contract (Chrysler or 3rd party) that would cover the repair? No Original owner? (yes/no) If no, purchased when? New How many Chrysler vehicles has the customer owned including this vehicle? 1 Is there any repair history related to the current concern? No Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? No Service dealer code? 41007 Service manager name? N/A NIC of team leader/floor walker who authorized escalation of caller? LL679. Agent updated the phone and email address. ************************* Customer stated that this is her son s vehicle. The vehicle has not been diagnosed by a dealership yet but her son does mechanic work and know what the problem is and had called the dealership and spoke to the SM Greg Ensign. SM stated that the vehicle would have to be together to diagnose the problem and the customer could bring the vehicle in anytime. Writer called the customer back to inform diagnose charges are at customer expense. The owner Mr Stanley Lewandowski answered and stated that the vehicle is already apart at home and he does not think he should have to pay for the whole steering assembly. Writer stated that a diagnose needs to be done and the vehicle needs to be together to be done. Also the diagnose fees are his responsibility and this needs to

happen before Chrysler can assist the customer. Customer called and asked for a supervisor. *************Call taken by LL679************** Customer called and was not satisfied with the answer given by DT354. Agent concurred with the decision and infomed the customer that he needs to have the vehicle diagnosed by an authorized dealership as mentioned above. Customer not happy and says that he only needs an answer to why the part was redesigned. Agent guided the customer to the dealership. ********************************* Customer stated that the last agent would not transfer him to this writer. Writer called the customer and spoke with the owner of the vehicle and he is very unsatisfied. He stated that dealership 41007 quoted him a price for the part. He was not going to pay for diagnose when all he wanted was the part so he could do the work. Customer stated that he went to another dealership and they sold him the part for less money. Writer stated that if he wants Chrysler assistance to pay for a repair it first has to be diagnosed then we help the dealership do the repair. Customer stated that he wanted Chrysler to pay for the part. Writer stated that we do not goodwill the part. Customer stated that he could put the old part back on and take it to a dealership then what would we pay. Writer stated that would depend on what the dealerships diagnoses is and what they see as the issues. Customer hung up.

Customer Assistance Inquiry Record (CAIR)#

18408835

VIN

3D7KS28C6 6G

Open Date

Model Year In Service Dt Plant

2006

Body

DH7H41

08/19/2006 Mileage

65,000

SALTILLO TRUCK ASSEMBLY PLANT

03/10/2009

Built Date

07/20/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer
Dealer Address
Dealer City

41007 DICK GREENFIELD DODGE INC

2700 BRUNSWICK PIKE RT 1

LAWRENCEVILLE

Dealer State NJ

Dealer Zip 08648

Owner Address

HAMILTON NJ

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Unknown Customer complains about the defective drag link.
***** EMAIL BRIEF DESCRIPTION CONTENT ***** defective drag link ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** Purchased New or Used? NEW ***** BEGIN CUSTOMER EMAIL ***** Own a 2006 2500 ram 2500 four wheel drive diesel. drag link from pitman arm to passenger side knuckel end to end needs to be replaced. was told by dealer that design has changed because of problems they are having but not eligible as a recall item. now you have to purchase entire set up which is $500. only need the drag link and don t want to spend $500 for something that is defective because in a truck like this at the cost it was it should not break down this easy under normal wear and tear. please contact asap. ***** BEGIN EMAIL RESPONSE ***** Thank you for contacting the Chrysler Customer Assistance Center regarding your 2006 Dodge Ram. In response to your email regarding the problem you are experiencing with the defective drag link of your vehicle, we would like to inform you to your email has been received and the concerns you have raised are appreciated. After thoroughly reviewing your request and the files on this matter, we respectfully concur with the decision rendered by our Customer Service Representative. Thank you for taking the time to communicate with us. It is regrettable that a more favorable reply can not be provided. Thanks again for your email. We value you and your continued business with us. ***** END EMAIL RESPONSE *****

Customer Assistance Inquiry Record (CAIR)#

18410981

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX49C2 7G

Open Date

03/10/2009

Built Date

08/22/2006

2007

Body

D18P81

DODGE RAM LARAMIE 4X4 3500 MEGA CAB

10/03/2006 Mileage

80,000

Dealer Zone

51 CHICAGO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44507 LARRY HILLIS CHRYSLER DODGE JEEP

Dealer Address

3211 NORTH WESTWOOD BLVD

Dealer City

POPLAR BLUFF

Dealer State

Dealer Zip 63901

Owner Address

DONIPHAN MO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
****Begin structured narrative T2 - TIER THREE REFERRAL Transferred customer to T3 or Reassigned CAIR to Transferred T3 in-basket ?insert in-basket #? per ? NIC ?. KN128 ****End structured narrative T2 - TIER THREE REFERRAL Customer called as the tie rods on her vehicle fell off. Customer seeking repair assistance from Chrysler. Agent transferred the call to tier 3.(KN128) What is the customer requesting from Chrysler? goodwill How far out of warranty is the vehicle/repair by time and/or mileage? 44000 miles Service contract (Chrysler or 3rd party) that would cover the repair? No Original owner? (yes/no) If no, purchased when? Yes How many Chrysler vehicles has the customer owned including this vehicle? 2 Is there any repair history related to the current concern? No Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? Yes Service dealer code? 44507 Service manager name? N/a NIC of team leader/floor walker who authorized escalation of caller? KN128 ******** Outbound Call ******** ****************************

Goodwill. Tie rod is broken.

Writer called the customer to inform him to give us a call back in the above documented concern so that we can again transfer the call to T3 for further assistance. Customer called in for the above concern. Agent transferred the call to t3 with the approval of ST702. Customer requesting Chrysler to assist with repair of tie rods that came apart and fell off. No service bullitins or recalls for this. Writer informed customer vehicle would need to be diagnosed before Chrysler can determine if can assist. Writer was considering some assistance, since customer purchased vehicle new, but customer would not let writer assist him. He said he is going to label the vehicle 'junk' and take it to the dealer.

Customer Assistance Inquiry Record (CAIR)#

18417609

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH46A3 7G

Open Date

03/12/2009

Built Date

10/16/2006

2007

Body

DC8L64

DODGE RAM 4X4 3500 REG CAB CHASSIS

12/12/2006 Mileage

40,586

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer Dealer Address
Dealer City

06139 DELUXE MOTORS INC 711 FORT STREET MILES CITY

Dealer State

Dealer Zip 59301

Owner Address

BROADUS MT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Referral - Tier Three - Default - Default - Default
Customer stated that there is problem with the tie rods of the vehicle and dealership charging $415 for the repair . Customer seeking goodwill. Agent transferred the call to tier 3 for further assistance. Approved by pd592. What is the customer requesting from Chrysler?goodwill How far out of warranty is the vehicle/repair by time and/or mileage?4500 Service contract (Chrysler or 3rd party) that would cover the repair?no Original owner? (yes/no) If no, purchased when?no How many Chrysler vehicles has the customer owned including this vehicle?3 Is there any repair history related to the current concern?no Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership?yes Service dealer code?06139 Service manager name?na NIC of team leader/floor walker who authorized escalation of caller?pd592 Customer calling for the same concern and states that he was disconnected. Agent verified the information. Agent informed the recall and asked to get in touch with the dealer. Agent transferred to teir 3 for goodwill decision. Approved by RP762 Writer received call from customer seeking goodwill towing. Customer lives 79 miles from the nearest dealership. Writer consulted with floor support, but was not able to authorize repair to be done at an IRF. Tie rods broke, vehicle is undrivable. Customer s sixth chrysler, one other in household. In warranty by date, out by 4500 miles. Due to customer loyalty, writer will authorize reimbursement of towing to the nearest dealership. Customer asked about goodwill for tie rods, writer advised that that can be considered once the vehicle has been diagnosed at the dealership. Informed customer that before Chrysler considers offering any goodwill

problem with tie rods seeking goodwill

assistance outside of warranty, a diagnosis would need to be performed by an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that any authorization for a Chrysler, Dodge, or Jeep dealer diagnosis would be at their discretion and expense. No commitment for goodwill assistance has been made at this time. Customer is seeking out of assistance in the form of tie rod repair. Based on the information at hand, agent is considering the following: will reimburse for towing, may offer additional assistance with tie rod repair. Writer called dealer, advised that customer will be coming in for diagnosis and that goodwill is being considered. Writer left phone number and extension. Writer unable to reassign cair to my nic, cair is still open in another nic, no supervisor available to close. Writer will try to reassign later. Steering Tie Rod fell out of socket. Warranty Price Parts $445.69 Labor $110.44 Towing $327.50 Total $883.63. Customer calls requesting to speak with....DG539 Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66101 SA Called NOT Customer*****LNS 48-53 3/19/09 Service Manager (SM), Zach called regarding above. Total cost of the steering repair is $606.08. Total cost of towing is $327.50. Total amount is $933.58. Unable to determine if concern was caused by abuse. Chrysler will assist with the cost of the repair less a $200.00 customer copay. Created PA (UN03436490319). Advised SM of recall H34. Goodwill decision has been made. Writer closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

18435674

VIN

1D7KS28C5 6J

Open Date

Model Year In Service Dt Plant

2006

Body

DH7H41

07/31/2006 Mileage

27,000

ST. LOUIS ASSEMBLY II NORTH

03/19/2009

Built Date

01/04/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

44725 TOWBIN DODGE LLC 275 AUTO MALL DRIVE HENDERSON

Dealer State NV

Dealer Zip 89014

Owner Address

LAS VEGAS NV

Contact Type

ROADSIDE

Home Phone

Country

UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-03-17 Road Side File Created 03-19-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 7237 FRONTIER HILLS AVENUE 275 AUTO MALL DRIVE GALLOPING HILLS STREET LAS VEGAS HENDERSON NV USA NV CALLER_COMMENTS CUST SAYS PITMAN ARM IS BROKE SO DEALER CODE : 44725 TOWBIN DODGE LLC

Customer Assistance Inquiry Record (CAIR)#

18440841

VIN

1D7KS28C4 6J

Open Date

Model Year In Service Dt Plant

2006 06/16/2006 J

Body

DH7H41

Mileage

81,897

ST. LOUIS ASSEMBLY II NORTH

03/20/2009

Built Date

04/21/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

67930 DUB HERRING CHRYSLER 808 MEMORIAL BLVD PICAYUNE

Dealer State MS

Dealer Zip 39466

Owner Address

SEMINARY MS

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Referral - Tier Three - Default - Default - Default Product - Steering - Steering Wheel / Column - Defective - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front

Goodwill assistance Steering column needs to be replaced Tie rods were broken

Customer states while he was driving the vehicle the tie rods came out. Customer states he contacted his dealer 67930 and they informed him that the whole front end needs to be replaced because there is a new part and they cannot replace the tie rods only. Customer states the dealer has informed him that it will cost around $600 for the repairs. Customer is seeking assistance from Chrysler for the repairs. Transfer approved by RP762. Agent transferred the call to tier 3. What is the customer requesting from Chrysler?Goodwill assistance How far out of warranty is the vehicle/repair by time and/or mileage?45897 Service contract (Chrysler or 3rd party) that would cover the repair?No Original owner? (yes/no) If no, purchased when?Yes How many Chrysler vehicles has the customer owned including this vehicle?2 Is there any repair history related to the current concern?No Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership?Yes Service dealer code?67930 Service manager name?N/A NIC of team leader/floor walker who authorized escalation of caller?RP762 ****Begin structured narrative T2 - TIER THREE REFERRAL Transferred customer to T3 or Reassigned CAIR to Transferred T3 in-basket ?insert in-basket #? per ? NIC ?. ****End structured narrative T2 - TIER THREE REFERRAL

Customer Assistance Inquiry Record (CAIR)#

18450463

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WC76A8 8G

Open Date

03/24/2009

Built Date

06/06/2008

2008

Body

DM5L66

DODGE RAM 4X2 5500 REG CAB CHASSIS

10/04/2008 Mileage

36,000

Dealer Zone

71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

42184 TIMBERLINE CHRYSLER JEEP DODGE

Dealer Address

2406 N E SANDY BLVD

Dealer City

PORTLAND

Dealer State

Dealer Zip 97232

Owner Address

X., X. PORTLAND OR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Two - Internal Escalation - Authorization - Default Corporate - Property Damage - Default - Default - Default Product - Steering - Linkage - Other - Default Product - Unknown - Unknown - Accident - Default

Customer is facing problems with the steering rod of the vehicle.

Customer says that the steering broke and because of this vehicle met

with an accident. Agent called up the dealership he told the agent that

while turning the steering got locked and because of this customer mate

with an accident. SM Knudslan told the agent that ask the investigators

to call us so that he can have a better idea whether it was actually

Chrysler s fault or not. To verify this information agent reassigned the

case to 85S.Customer vehicle is currently with the dealership. ?42184?.

Dealership address 2406 N E SANDY BLVD, Portland, OR 97232 Dealership

phone no.

{customer} phone number is

5033347286

COIN Updated & CAIR reassigned to 85S

Contact: BUSINESS XXX INC DBA UNITED SERVICE ALLIANCE

Telephone

LOCATION OF VEHICLE - 2406 N E SANDY BLVD,

Portland,

OR 97232

LOCATION OF VEHICLE PHONE NUMBER

What happened?: Customer states that the steering broke and because of

this vehicle met with an accident. Agent called up the dealership he told

the agent that while turning the steering got locked and because of this

customer mate with an accident

Agent reassigned the case to 82S for further assistance

***************************************************************************

This company is listed in the Yellow Pages under automobile towing, so

vehicle may have had a tow truck body added to it.

Per OGC Matrix, reassigned to 82T. JSS15.

vehicle met with an accident.

3.26.09 Assigned to TNT16. MJK CAIR NUMBER 18450463 REQUEST EAA INSPECTION 03-26-2009 16:54 CAIR NUMBER 18450463 E-MAIL SENT TO EAA 03-26-2009 16:55 CCRG Open Date: 03/26/2009 16:44:46 Letter Sent: Acknowledgement 03/27/2009 11:45:13 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 03/31/09 AT 19:09:48 18450463

Customer Assistance Inquiry Record (CAIR)#

18456854

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C6 7J

Open Date

03/26/2009

Built Date

08/21/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

06/29/2007 Mileage

55,000

Dealer Zone 51 CHICAGO

ST. LOUIS ASSEMBLY II NORTH

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

45163 WARD CHRYSLER CENTER, INC

Dealer Address 1412 WEST MAIN

Dealer City

CARBONDALE

Dealer State IL

Dealer Zip 62901

Owner Address

COBDEN IL

Contact Type

E-MAIL

Home Phone

Country

UNITED STATES

Product - Steering - Linkage - High Operating Effort Default

Customer disappointed with inoperative steering linkage.

***** EMAIL BRIEF DESCRIPTION CONTENT *****

steering linkage malfunction 07 ram 2500

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

Purchased New or Used? USED

If Used, date purchased? 11/21/08

If used, mileage at time of purchase? N/A

If used, where was the vehicle prurchased? NA

Is the vehicle at a Chrysler/Dodge/Jeep dealer now? NA

***** BEGIN CUSTOMER EMAIL *****

My local shop says there is a recall and i have the numbers for that Ward

Chrysler says there is not. This steering linkage pitman armball stud

fracture is a manufacture defect and should be fixed by Chrysler.Now

Dodge says they dont have a replacment part for this. What is that?

Please reply asap before this truck kills me or someone else. Mechanic

says if the fracture breaks i will have no steering and i need this truck

for my business. Thank you

***** BEGIN EMAIL RESPONSE *****

Dear

Thank you for contacting the Chrysler Customer Assistance Center

regarding 2007 Dodge Ram.

We regret to read of the dissatisfaction, and inconvenience you

experienced, and appreciate the time and effort you took to write to us

regarding your concern.

In response to your email, after thoroughly reviewing your request and

the files on this matter, we feel it is necessary to discuss this issue

with you directly. Please call the Customer Assistance Center at

1-800-992-1997 between 8:00 AM. to 5:00 PM. from Monday through Friday

(in all Continental Time Zones). When calling the Customer Assistance

Center, please have your Reference (18456854) number and the following

information handy:

Vehicle owner name

Vehicle owner address

Day and evening phone numbers

Vehicle Identification Number (7J

)

Name of dealership where vehicle was purchased

Date of purchase Dealership where service was performed Date of last service Current vehicle mileage An explanation of the problem In addition, we would like you to know that the warranty on the 2007 Dodge Ram has exceeded the mileage limitations (3 years or 36,000 miles) of the manufacturer s warranty from the In Service Date (ISD) 06/29/2007. We have Customer Service Representatives available to address your questions and concerns. We regret your concern could not be discussed via email. Thanks again for your email and for writing to us regarding your concern. ***** END EMAIL RESPONSE ***** Customer called in for above mention issue. Customer states he has bought this vehicle used. Customer states that the steering is inoperative and it shakes. Customer state he put in the steering stabilizer but the problem was not fixed. Customer states he has been to the dealership and the dealership was not willing to help him so he took his vehicle to independent repair facility and repaired the vehicle. Customer now seeking reimbursement. Agent informed the customer to send in the original receipts, proof of payment and brief description of repairs with reference number on it. Agent provided the fax number to the customer. Agent also informed the customer that the concerned department will review that document and then get back to him regarding the reimbursement. Customer agreed. Customer wanted agent document that this is the common problem and Chrysler recall department should look on and announce the recall.

Customer Assistance Inquiry Record (CAIR)#

18461696

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28CX 7J

Open Date

03/27/2009

Built Date

10/28/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

04/14/2007 Mileage

60,000

Dealer Zone 74 DENVER

ST. LOUIS ASSEMBLY II NORTH

Market

PB7

PATRIOT BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

45306 RONAN DODGE CHRYSLER JEEP

Dealer Address 62683 US HIGHWAY 93

Dealer City

RONAN

Dealer State MT

Dealer Zip 59864

Owner Address

RONAN MT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Steering - Power Steering Pump / Bkts - Defective - Default
Customer said that the tie rod in the vehicle fell off. Customer said that he has not taken the vehicle to the dealership. Customer said that the powersteering pump is to be replaced. Customer seeking assistance from Chrysler for the repairs. Agent informed the customer to take the vehicle to an authorized dealership and give us a call back. Agent did not promise anything. Agent provided the reference number to the customer

Customer said that the tie rod fell off power steering pump is gone bad

Customer Assistance Inquiry Record (CAIR)#

18467599

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29CX 6G

Open Date

03/31/2009

Built Date

09/13/2005

2006

Body

DH7P81

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

12/20/2005 Mileage

79,200

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

45278 STROM ALTMAN DODGE, INC.

Dealer Address

2049 REMOUNT RD

Dealer City

N CHARLESTON

Dealer State

Dealer Zip 29406

Owner Address

MT PLEASANT SC

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Referral - Service Contracts - Default - Default - Default

States the the tie rods is broken seeking service contracts information.

Customer called in and states that the front tie rod is broken and he has taken his vehicle to 45278 and the dealership is not covering in under service contract. Agent transferred the call to Service contract for further handling.

Customer Assistance Inquiry Record (CAIR)#

18523709

VIN

3D7KS29C9 6G

Open Date

Model Year In Service Dt Plant

2006 02/13/2006 G

Body

DH7P81

Mileage

67,020

SALTILLO TRUCK ASSEMBLY PLANT

04/21/2009

Built Date

11/15/2005

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

66327 PAUL MILLER MOTORS INC

Dealer Address

1114 E MAIN STREET

Dealer City MELBOURNE

Dealer State

Dealer Zip 72556

Owner Address

ASH FLAT AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front

Front tie rods assembly broke down

Customer states the front tie rods assembly broke down and it needs to be replaced. Customer wanted to know if there is a recall or wanted to know if Chrysler can assist her with the repairs. Agent informed the customer that there is no recall on the vehicle. Agent advised the customer to give us a call back with the reference number once the vehicle has been diagnosed by an authorize dealer. Agent also informed the customer that she needs to pay for the diagnosis. Agent did not commit anything. The SM Keith called on this vehicle and stated the front tie rod has fallen off the vehicle. The warranty price is $76.16 labor and $441.35 parts total $517.51. SM Keith stated he would use there dsa. As a one-time goodwill gesture, Chrysler/Dealer will help with the repair of the front tie rods. Customer will be responsible for a co-pay in the amount of $100.00. # # # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR because of a goodwill policy decision that was made on behalf of this customer. You have indicated you will be using your DSA to assist this customer. The customer has not? been informed of this decision. Update and/or close CAIR when complete. If you need to speak with the agent about this CAIR, please call 1-800-992-1997, Agent extension is 66098 or you may email us at T2email@chrysler.com # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # REASSIGNED TO BC/DLR 63 66327 04/24/09 15:29 R 18523709 *Contact Date:05/04/2009 Service Manager at the dealership has closed the Cair# 18523709 Warranty repair has been documented on Repair Order#11166 CAIR RETURNED FROM DEALER ON 5/04/2009 AT 02:14:523 R 18523709

Customer Assistance Inquiry Record (CAIR)#

18527423

VIN

3D7KS29C8 6G

Open Date

Model Year In Service Dt Plant

2006 10/30/2006 G

Body

DH7H81

Mileage

36,756

SALTILLO TRUCK ASSEMBLY PLANT

04/22/2009

Built Date

02/10/2006

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

66327 PAUL MILLER MOTORS INC

Dealer Address

1114 E MAIN STREET

Dealer City MELBOURNE

Dealer State

Dealer Zip 72556

Owner Address

SIDNEY AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Unknown

Customer states that on Sunday -04/19/09 tie rods broke down

Customer states that on Sunday -04/19/09 tie rods broke down and customer towed the vehicle to Bailey -8703867329 IRF dealership as authorized dealership were closed down. Customer is seeking for reimbursement in regards to the repairs done. Customer own to vehicle. Agent informed customer to send original receipt and proof of payment. Agent has provided the fax number. Agent informed customer to send the documents as vehicle is out of warranty by 756 miles.

Customer Assistance Inquiry Record (CAIR)#

18542834

VIN

3D7MS48C0 5G

Open Date

Model Year In Service Dt Plant

2005 12/31/2004 G

Body

DH8H42

Mileage

57,715

SALTILLO TRUCK ASSEMBLY PLANT

04/28/2009

Built Date

11/29/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 42 DETROIT

Market

Dealer Dealer Address
Dealer City

41626 CHARLIE'S DODGE INC 725 ILLINOIS AVENUE MAUMEE

Dealer State

Dealer Zip 43537

Owner Address

TOLEDO OH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken Front

Customer called in for the reimbursement for the repairs.

The customer called in to state that the tie rods broke down at 70 mph.The customer states that the vehicle was repaired at the dealership.The customer is seeking for reimbursement for the repairs involved.The agent provided the mailing address and provided the mailing address. Customer called in to ask for the fax number. Agent provided the fax number

Customer Assistance Inquiry Record (CAIR)#

18558010

VIN

3D7KS28C9 5G

Open Date

Model Year In Service Dt Plant

2005 08/30/2005 G

Body

DH7H41

Mileage

75,000

SALTILLO TRUCK ASSEMBLY PLANT

05/04/2009

Built Date

04/21/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 66 ORLANDO

Market

Dealer

43680 DOTHAN CHRY-DODGE INC

Dealer Address

4066 ROSS CLARK CIRCLE

Dealer City DOTHAN

Dealer State

Dealer Zip 36304

Owner Address

GORDON AL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Customer states that the tie roda are broken

Customer states that tie rods are breaking down. Customer states that dealer asked them to replace it which they did for the left & right side. Customer states that now the right is broken down again. Customer states that the tie rods were repaired. Customer states that now the vehicle will be taken to 43680 for alignment. Customer is seeking for reimbursement; agent informed customer that nothing can be decided as for now as the repairs are not done at dealer. Agent provided mailing address to customer and informed that no commitments can be give now

Customer Assistance Inquiry Record (CAIR)#

18563112

VIN

1D7KS28C1 6J

Open Date

Model Year In Service Dt Plant

2006 07/13/2006 J

Body

DH7H42

Mileage

58,000

ST. LOUIS ASSEMBLY II NORTH

05/06/2009

Built Date

06/10/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 42 DETROIT

Market

Dealer
Dealer Address
Dealer City

43275 HILLSDALE CHRYSLER DODGE JEEP INC

308 WEST CARLETON ROAD

HILLSDALE

Dealer State MI

Dealer Zip 49242

Owner Address

CANTON MI

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Steering - Unknown - Bent - Default
Product - Suspension - Tie Rods / Drag Link - Broken Front

Steering fell apart and the vehicle totalled in an accident due to it.
The Tie Rods have broken.

Customer states that the vehicle crashed, as the Tie Rod broken and the

Steering fell apart. Nobody got hurt in the accident. Customer wants

Dodge to fix this issue, as he DOESN T want to contact his Insurance

Company for the claim.

Customer never had the vehicle information, so he requested writer to

call Mike at his Work#

Writer spoke with Mike and confirmed the VIN. Writer provided him with

the case number and requested to pass on the information to Mr. Denski.

Also requested him to call back with the case number. He agreed. Customer

is reachable at his Cell#

after 2 PM.

Customer has the vehicle in his garage.

---------------

*Call was handled by SG580.

------------

Customer Assistance Inquiry Record (CAIR)#

18563151

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C6 7J

Open Date

05/06/2009

Built Date

11/29/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

03/31/2007 Mileage

56,000

Dealer Zone 63 DALLAS

ST. LOUIS ASSEMBLY II NORTH

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

60159 PATTERSON CHRYSLER DODGE

Dealer Address 1611 US HIGHWAY 259 N

Dealer City

KILGORE

Dealer State TX

Dealer Zip 75662

Owner Address

MARSHALL TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Recall - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken Front

Customer calls seeking recall information. Customer stated that the tie rod seperated from the front end.

Customer stated that the tie rod separated from the front end. Customer stated that the dealership stated that the entire front end needs to be replaced. Customer wanted to know if there was any recall on the front end. Advised the customer there are no incomplete recalls for this vehicle. The customer was also advised a notification letter will be mailed to the address on file in the event their vehicle is involved in a future recall. Customer wanted to know who will pay for the repairs. Agent informed the customer that the warranty on the vehicle has expired so he will have top pay for the repairs. Customer not happy with the writers decision and stated that he will never buy a Chrysler again. Customer disconnected the call.

Customer Assistance Inquiry Record (CAIR)#

18583457

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WC68A5 8G

Open Date

05/14/2009

Built Date

09/03/2007

2008

Body

DM4L44

DODGE RAM 4X2 4500 QUAD CAB CHASSIS

02/29/2008 Mileage

28,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

44107 ACADIANA DODGE INCORPORATED

Dealer Address

1700 SOUTHEAST EVANGELINE HIGHWAY

Dealer City

LAFAYETTE

Dealer State

Dealer Zip 70508

Owner Address

CHURCH POINT LA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-05-12 Road Side File Created 05-14-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1031 E EBEY 1700 SOUTHEAST EVANGELINE HIGH STATE HIGHWAY 1104 CHURCH POINT LAFAYETTE LA USA LA CALLER_COMMENTS TIEROD BROKE....SPOKE LUDWIG IN S DEALER CODE : 44107 ACADIANA DODGE CHRYSLER JEEP

Customer Assistance Inquiry Record (CAIR)#

18629692

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX48A8 7G

Open Date

06/01/2009

Built Date

03/20/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

06/06/2007 Mileage

35,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

44578 RIVERSIDE AUTOPLEX LLC

Dealer Address 916 SO. GEORGE NIGH EXPRESSWAY

Dealer City

MCALESTER

Dealer State

Dealer Zip 74501

Owner Address

MCALESTER OK

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Steering - Steering Wheel / Column - Defective Default
Corporate - Policy Issues - Default - Default - Default

Customer experiencing problems with the steering
Customer seeking reimbursement for the steering repairs

POSTMARK DATE: 052809; DATE RECEIVED: 060109 *************************************** 06.03.09 CATHCART & DOOLEY Stephanie Telleen / legal Assist 405.524.1110 CLAIM: 2008807978 DOL: 04.10.08 FILE# 301.09226 Ok Farm Bureau seeking reimbursement of $22,000 for a tie rod that broke I sent need more infor letter LETTER MAILED. MG17 POSTMARK DATE: 060509; DATE RECEIVED: 060909

Customer Assistance Inquiry Record (CAIR)#

18629996

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C3 6G

Open Date

06/01/2009

Built Date

04/27/2006

2006

Body

D18P42

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

08/31/2006 Mileage

107,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

44814 SPORT DODGE 6831 BLACK HORSE PIKE EGG HARBOR TOWNSHIP

Dealer State

Dealer Zip 08234

Owner Address

ESTELL MANOR NJ

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Referral - Tier Three - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Other - Front Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default

Call transferred to tier3. Customer alleges problems with the tie rods.

Customer alleges the vehicle met with an accident because of some problem with the tie rods , agent informed the customer that the concern would be escallated to the concerned department. The vehicle is with the dealership. Before the agent could proceed with the concern , the line got disconnected from the customers end. *******Outbond Call ******* Called up the customer & requested to give us a call back so that we can transfer the call.( voice mail) Customer called to talk to senior staff agent. Agent transferred the call to tier3. Transfer approved by SG580. ****Begin structured narrative SI POLICY FIRE OR ACCIDENT Owner Alleges: Driving on expressway, on bridge and tie rod snapped off and pulled customer left. He was in far left lane, truck went left into concrete barrier and tried to climb over until vehicle came to a stop. Customer feels he shouldn t have to pay to repair vehicle. Description of the incident (what, when, where, injuries, etc) Driving on expressway, on bridge and tie rod snapped off and pulled customer left. He was in far left lane, truck went left into concrete barrier and tried to climb over until vehicle came to a stop. Customer feels he shouldn t have to pay to repair vehicle. 06/01/09 about 6:30 AM. Route 295, mile post 58 on 295, Northbound lane. Has the owners insurance company been contacted ? No If yes provide name/policy number and phone number n/a Where is the vehicle exactly located (No P.O.Boxes, include phone #)

Sport Hyundai Dodge, Black Horse Pike, Egg Harbor Township, NJ. Is there property damage or other vehicles involved in the accident? yes. Damage to vehicle only, no other vehicles involved. Has a Police or Fire report been filed (what municipality & report #) Police report, yet. State Police of New Jersey. ****End structured narrative SI POLICY FIRE OR ACCIDENT Customer requesting Chrysler to pay to repair vehicle. Customer alleges tie rods broke and caused accident. Best customer contact number *************************************** 06.01.09 VEHICLE IS LOCATED AT: SPORT DODGE 6831 BLACK HORSE PIKE EGG HARBOR TOWNSH NJ 08234 609-646-1200 Per OGC Matrix, reassigned to 82T. MG17. 6.4.09 One Open Recall H46 STEERING LINKAGE SAFETY 04/27/2009 INCOMPLETE 6.4 6.4.09 Assigned to TNT16. MJK 6.4.09 NIR 6.4.09 No Inspection Required. MJK CAIR NUMBER 18629996 REQUEST EAA INSPECTION 06-05-2009 11:26 CAIR NUMBER 18629996 E-MAIL SENT TO EAA 06-05-2009 11:26 CCRG Open Date: 06/03/2009 15:47:26 Letter Sent: Acknowledgement 06/08/2009 11:09:17 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 06/15/09 AT 13:32:09 18629996

Customer Assistance Inquiry Record (CAIR)#

18670870

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28CX 6G

Open Date

06/16/2009

Built Date

08/15/2005

2006

Body

DH7L42

DODGE RAM 2500 ST QUAD CAB 4X4

08/24/2006 Mileage

52,324

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PX8

BLACK CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

68284 SALVADORE CHRYSLER DODGE

Dealer Address

442 W BROADWAY

Dealer City

GARDNER

Dealer State

Dealer Zip 01440

Owner Address

HUBBARDSTON MA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier Three - Default - Default - Default Product - Differential Gear Assy's - Unknown - Defective - Front

Customer wanted to talk to senior agent. Problem with front end.

Customer states that there was problem with the front of the vehicle and the dealership informed him that he will have to changed the whole front end and he had paid $550 for the part and the new parts is updated parts and is much bigger that the older one and he wanted to talk to someone who has information about this parts and wanted to talk to someone with authority. Agent transferred the call to tier3. Transfer approved by SG580. ****Begin structured narrative T2 - T2 1/2 referral Transferred customer to T2.5 or Reassigned Transferred CAIR to T2.5 inbasket ?insert inbasket #? per ?NIC?. ****End structured narrative T2 - T2 1/2 referral ****Begin structured narrative T2 - Referral to Hamlin Rd Contact requires transfer to T3. Transfer approved per ? enter NIC ?. CAIR reassgined to in-basket ? enter in-basket ? ****End structured narrative T2 - Referral to Hamlin Rd Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. *** Writer has offered a $100.00 reimbursement*** Writer spoke with customer who called because there was a problem with his front end of the vehicle. The customer stated that the tie rods ends on the right side of the top piece of the socket of the stud ball pulled

away from the socket causing the car to go out of control. Customer is calling for reimbursement for front alignment and parts of the front end. Customer stated that the part was for $426.00 and for alignment 68.00 for a total of $404.00. Writer advised customer that we would reimburse the customer $100.00 for the cost. Customer was also wondering why the parts is updated parts and is bigger. Writer informed the customer that he would need to speak with the dealership. Writer spoke with Service Manager Phil who advised that the vehicle had a broken tie rod end that was from wear and tear and the tie rods did not apply for any recall and that it was not a manufacture defect.

Customer Assistance Inquiry Record (CAIR)#

18683219

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C4 6G

Open Date

06/19/2009

Built Date

02/14/2006

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

03/31/2006 Mileage

101,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

45225 PATTERSON CHRYSLER DODGE JEEP

Dealer Address

3435 EAST END BLVD.

Dealer City

MARSHALL

Dealer State

Dealer Zip 75672

Owner Address

FRIERSON LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Recall - H46: - Advise Owner/Incomplete Recall Corporate - Property Damage - Default - Default - Default Product - Unknown - Unknown - Accident - Default

Customer states that the vehicle met with an accident Cyustomer was aware of the recall.

MR.

( Grandson of the owner) called instating that on

06/12/2009 met with an accident and had a collisionwith a truck. customer

further alleges that the accident occurred was because of the recall

H460. Agent transferred the call to T2.5 for further handling.

****Begin structured narrative T2 - Referral to SLC

Contact requires transfer to T2.5

Yes

Transfer approved per

PD592

****End structured narrative T2 - Referral to SLC

****Begin structured narrative SI POLICY FIRE OR ACCIDENT

Who is calling? (Customer,Relative,Friend, Dealer,Ins Co,Attorney,Other)

(Grandson of the owner)

What component, system, feature of the vehicle is alleged to be

defective?

steering linkage (related to incomplete recall H46)

What happened? Provide a brief description as related by the customer.

Customer states there was a clanking noise and made a vibration noise

similar to a tire blow out. Customer states he lost control of the

steering and the vehicle went off the road into a tree.

When did it happen? Date/time

6/12/09, 10:00pm

What were the weather/road conditions? (wet,dry,rainy,snow,ice,windy,etc)

clear

Where did it happen? Be as specific as possible.

Hwy 3276, Frierson LA

Brief description of all injuries + other vehicle occupants as

appropriate.

No injuries Has the owner s insurance company been contacted? Yes or No Yes If yes, provide Company/agent name/policy # and phone number. Company:Antac, Agent: Allison Holly, Policy#
) If no, informed the customer to contact their insurance company? Yes or No n/a What is the current location of the vehicle? (no P.O. Box, include phone #) Bobby s Body Shop 318-797-3510 140 Thames lane Frierston, LA Describe property damage other than vehicle itself (structures, belongings) Trailer was slightly damaged, flatbed Were other vehicles involved in the incident? Yes or No no Has a Police or Fire report been filed? Yes or No yes (police) If yes, provide city/town, report # and phone number if available. Customer does not have available Customer/caller contact information: provide telephone #(s)
Any other information? This not a summary of the above questions. Approved/Reviewed by: (TL or Floor Support) LS809 ****End structured narrative SI POLICY FIRE OR ACCIDENT ****** Customer stated he did not have the police report available at the time of the call. Agent informed that he would need this information when he is contacted by SI regarding the case. Brief description of all injuries + other vehicle occupants as appropriate cannot be answered as N/A. If no injuries please type 'no injuries'. Please fix and send back to me. Per ajc43 sent to 82S. ************************************************************************** 06.22.09 Recall H46 INC Customer was mailed Recall notice 04.09 VEHICLE IS LOCATED AT: Bobby s Body Shop 140 Thames Ln Frierson, LA 71027 (318) 797-3510 Per OGC Matrix, reassigned to 82T. MG17. 6/22/09 Incomplete Recall: H46 STEERING LINKAGE 6/22/09 Assign to TNT16. LSE6. CAIR NUMBER 18683219 REQUEST EAA INSPECTION 06-22-2009 14:13 CAIR NUMBER 18683219 E-MAIL SENT TO EAA 06-22-2009 14:13 CCRG Open Date: 06/22/2009 14:07:13 Letter Sent: Acknowledgement 06/23/2009 17:24:23 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 06/25/09 AT 13:40:18 18683219

Customer Assistance Inquiry Record (CAIR)#

18687345

VIN

3D7KS28CX 6G

Open Date

Model Year In Service Dt Plant

2006 10/10/2005 G

Body

DH7H42

Mileage

86,000

SALTILLO TRUCK ASSEMBLY PLANT

06/22/2009

Built Date

06/29/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 42 DETROIT

Market

Dealer

56617 FREDERICK CHRYSLER JEEP DODGE

Dealer Address

7871 MARKET ST

Dealer City BOARDMAN

Dealer State

Dealer Zip 44512

Owner Address

BEAVER PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Reimbursement

Customer is seeking reimbursement.

Customer is seeking reimbursement. Customer states that he had already done the recall repair work on the steering linkage before by himself and now he got notified that he got recall on it. Customer states that the vehicle broke down in the middle of the road and there in no closer dealership where he can take his vehicle. Customer states that he towed the vehicle to his home and paid for the towing, as later he got voicemail for the recall. Informed him to send original repair order and proof of payments with a short reimbursement request letter, to our mailing address. Informed the USCAC mailing address and fax number to the customer. Educated the customer that once we received the documents (sent by him), it will be reviewed by Chrysler and then someone from Chrysler will get back to her with the decision, in 3 to 4 business working days from the day it was received to Chrysler. Advised to include the CAIR number on the envelope and at the top of their letter. (Repair order and proof of payment is not yet mailed.)

Customer Assistance Inquiry Record (CAIR)#

18690902

VIN

3D7LX38C7 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H41

05/31/2006 Mileage

46,000

SALTILLO TRUCK ASSEMBLY PLANT

06/23/2009

Built Date

05/12/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

68337 KING COTTON MOTOR CO OF COVINGTON

959 HIGHWAY 51 NORTH

COVINGTON

Dealer State

Dealer Zip 38019

Owner Address

STANTON TN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall
Product - Steering - Linkage - Defective Default

Customer states that steering broke and had to get the recall performed a
Customer states that steering linkage broke and had to get the recall per

Customer states that steering linkage broke and had to get the recall performed at IRF dealership. Customer is seeking for repair reimbursement. Writer informed to send the original receipt and proof of payment along with letter seeking for reimbursement. Customer states that the recall is performed.

Customer Assistance Inquiry Record (CAIR)#

18690924

VIN

3D7KS28C6 5G

Open Date

Model Year In Service Dt Plant

2005 06/30/2005 G

Body

DH7H41

Mileage

60,000

SALTILLO TRUCK ASSEMBLY PLANT

06/23/2009

Built Date

12/13/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

68337 KING COTTON MOTOR CO OF COVINGTON

959 HIGHWAY 51 NORTH

COVINGTON

Dealer State

Dealer Zip 38019

Owner Address

STANTON TN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective Default
Recall - H46: - Advise Owner/Incomplete Recall

Customer states that steering linkage broke and had to get the recall per
Customer states that steering linkage broke and had to get the recall per

Customer Assistance Inquiry Record (CAIR)#

18698672

VIN

3D7KS28C0 6G

Open Date

Model Year In Service Dt Plant

2006 04/08/2006 G

Body

DH7H41

Mileage

103,843

SALTILLO TRUCK ASSEMBLY PLANT

06/25/2009

Built Date

03/17/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

45298 BLAKE FULENWIDER CHRYSLER DODGE

110 N ACCESS RD # IH-20

CLYDE

Dealer State

JEEP, LTD

Dealer Zip 79510

Owner Address

BRECKENRIDGE TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 goodwill assistance Transfer approved per SG580 ****End structured narrative T2 - Referral to SLC Customer said that the Tie rod is fallen off. Customer said that he has taken the vehicle to the dealership. Customer seeking assistance from Chrysler for the repairs. What is the customer requesting from Chrysler? repair assistance How far out of warranty is the vehicle/repair by time and/or mileage? 92000miles Service contract (Chrysler or 3rd party) that would cover the repair? no Original owner? (yes/no) If no, purchased when? yes How many Chrysler vehicles has the customer owned including this vehicle? 3 Is there any repair history related to the current concern? no Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? yes Service dealer code? 45298 Service Advisor Jim Ramsey NIC of team leader/floor walker who authorized escalation of caller? SG580 Informed customer about the recall. *** Customer called in seeking goodwill on the repair of the tie rods. Writer called the dealership (45298) and talked to Jim (SA, SM not available). Jim indicated that the tie rod snapped and that it needs tie rods, dampener and both ball joints. He does not recommend assistance the customer has never been into a dealership for maintenance.

goodwill assistance tie rods fell off

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. LS809 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer s line was disconnected while on hold. Writer called the customer at 940-559-8319 but the message indicated that 'cannot be completed as dialed'. If the customer calls back please deliver the goodwill decision above and update the customer s phone number in COIN. Jim SA from the dealership 45298 called in regards to the above mentioned concern. Jim wanted to know the decision on goodwill for the customer. The agent told the SA that goodwill has been declined as per line 37 to line 40. The agent also updated the customer s phone number in COIN. The customer called in with the reference number,the agent informed that the assistance has been denied.The agent informed that the assistance has been denied only because the vehicle was not maintained properly.The customer states that the dealership is 90 miles away and it is not possible to come down to the dealership for every oil change.The customer asked for a supervisor. SD489 took over the call Customer called in with the same issue and wanted chrysler to him with the repair charges. Writer reviewed the records and informed the customer with the same information that the goodwill decision was denied. Customer was disappointed and hung up the call. 06-26-09: Spoke with dealership to review CAIR. Dealer indicates ball joint was root cause of the failure. The Tie Rod and Dampner were damaged from the ball joint failure, not the recall. The recall repair was not needed by the inspection procedure of the recall. CAIR closed by DM. MDW8

Customer Assistance Inquiry Record (CAIR)#

18707158

VIN

3D7KS28C8 5G

Open Date

Model Year In Service Dt Plant

2005 02/23/2005 G

Body

DH7L42

Mileage

69,300

SALTILLO TRUCK ASSEMBLY PLANT

06/29/2009

Built Date

01/17/2005

DODGE RAM ST 2500 QUAD CAB PICKUP

Dealer Zone 51 CHICAGO

Market

Dealer

58370 VIGO DODGE INCORPORATED

Dealer Address

4120 SOUTH US HWY 41

Dealer City TERRE HAUTE

Dealer State

Dealer Zip 47801

Owner Address

SHELBURN IN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall Recall - H46: - Parts Delay

Walt de casas part is not available and Rental vehicle requested.

Customer calls seeking recall information. Advised the customer of incomplete recall ?H46? for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. ***** Customer states that the vehicle is at the dealership for recall-H46 repair. Customer seeks rental vehicle. Dealership informed the customer that the part will come on Thursday and then vehicle will be fixed. Agent denied for the rental vehicle. Agent called thedealership-58370 spoke to SM. Steering linkage is ordered. He said that the part will come in 3 to 4 days. ** Internal Escalation (ST702) ** Customer called in with the same concern. Customer says that she wants a rental until the recall on her vehicle is completed. Agent told the customer that Chrysler does not provide rentals for recalls in most of the cases and will not be able to provide her with a rental vehicle. Customer says that she is more worried about her vehicle and cannot understand why it is taking such a long time for the part to come in. Agent told the customer that she can get in touch with the parts manager at the dealership if she wants part information. Customer wanted to speak to someone higher which the agent denied. --------Customer called for the same concern. Agent informed the customer that the part is expected within 3 - 4 days as per lines 10 - 11. Customer wants a rental vehicle to drive. Agent informed that the rental is not provided for the recall repairs. Customer wants to talk to some one above the Agent for the same. Customer is complaining that the Recalled component broke and the vehicle is at the dealership. She insists that this is a serious safety issue and Chrysler should provide rental, as the part is not available at the dealership and it will take time to fix it. Writer offered a call back for the customer at her Home# ---Dealership--Writer spoke with Scott, SM at the dealership. He confirmed that the customer is not loyal to the dealership and the customer has never done any out of warranty work at the dealership.

Writer also spoke with Mark, Parts Manager. He confirmed that the

recalled component has arrived today and they have the parts available to

fix this vehicle. But other Front End components has gone bad like

Driveline, Right side Tie rod, and other Steering components that has

gone bad possible due to the recalled component. Mark wants to know if

Chrysler will pay for the other repairs or it will be customer pay

repair.

Writer informed Mark and Scott that the case should be reviewed by the

Chrysler Rep for other repairs affected due to the recalled component.

As the part has already arrived and the customer is not loyal to the

dealership, the Rental Vehicle WILL NOT be autorized. Writer requested

Scott to call the customer for updates, after the case is reviewed by the

DM. He agreed.

---Call back---

Writer called back the customer at her Home#

but reached the

voicemail. Hence, left a message about the above conversation and advised

to keep in touch with the SM, Scott.

---------------

The customer asked for the supervisor.

SD489 took over the call

Customer called in with the same issue and states that she did not get a

call back from the previous agent who have promised to call back. Writer

informed the customer about the above information. Customer wanted a call

back from the previous agent. Writer informed that the previous agent

will be informed about the request for call back.

Customer is asking for SG580.

****Internal escalation taken by SG580****

Customer is calling about the same case again.

Writer informed her that Scott, the SM will call her back, once the case

is reviewed by the DM for the other repairs needed to see if the repairs

could be considered by Chrysler along with the recall repair.

She understood.

****Lines 28-52 was documented by SG580, as per the conversation with the

customer and the dealership.*****

Customer wants to talk to SG580

********Internal Escalation RP762*****

Customer is calling regarding the above issue and states that she was

informed by the previous representative that parts have arrived at the

dealership and now the dealership is not performing the recall. Agent

called the dealer and had a word with the SM Scott he informed that for

the H46 recall they need to diagnose the vehicle and check if the part

needs to be replaced or no and they have looked at this vehicle and the

steering linkage does not need to be replaced. Agent informed customer

that the dealership has diagnosed her vehicle and there is nothing wrong

with the vehicle related to the H46 recall that is the reason they were

not replacing the part. Customer states that her vehicle is not drivable.

Agent informed customer that she may check with the dealership.

Customer requested for a supervisor.

***SF309 Internal Escalation***

Customer is calling for the same issue, she states that the dealership is

charging her for the repairs, she wants to know why the repairs are not

covered. Agent advised the customer that the repairs which was performed

are not related to the recall, agent advised the customer to contact the

dealership.

***Internal escalation taken by SG580***

Customer is calling about the same case and insists that Scott, the SM

had called her and informed her that Chrysler will not cover anything

including the recalled component and quoted her the repair cost of $1100.

----Dealership---

Writer called the dealership but Scott, the SM was on Lunch break. He

will come back at 12 noon CST.

-----------------

Writer informed the customer that the SM will be contacted and writer

will call back the customer. She agreed. Writer advised the customer that

there was NO PROMISE made on the previous conversation and the DM was

supposed to review the case for possible contribution from Chrysler.

Customer understood but she insists that Chrysler should atleast pay for

the Steering Linkage under Recall campaign.

SG580 is not available. Customer states that she will call back. Customer wanted to speak with SG580. Agent informed the customer that SG580 will call her back in an hour. Customer wanted to speak with SG580. Agent informed the customer that SG580 will call her back before 5 p.m. -----Dealership---Writer spoke with Scott, the SM. He insists that they got confused and the information was inter-changed with another truck owned by the customer s son that was also involved with Recall# H46. On the other vehicle, the Steering Linkage have broken but the customer s son had already replaced it on his own with other components and he has been asking for reimbursement, which has been denied already. On this vehicle, the Steering Linkage has been inspected and found good. They don t need to replace the component. The Tie rods and other components have gone bad but is NOT related to the current recall on the vehicle. Hence, they have quoted her with the repair cost of $1200 approximately. Scott insists that the customer is not a loyal customer and has NEVER spent anything on the vehicle with the dealership. All the previous repairs were warrantable and hence, he feels that the customer DOESN T deserve a goodwill from Chrysler. But he is still willing to get the case reviewed by Shane, the Chrysler Rep and asked the writer to call back 3 pm EST tomorrow for the DM s decision. ----Call back--Writer called the customer back and informed her that the dealership had the incorrect information earlier and her vehicle needs different repairs and are not related to the recalled component. The recall component is found good after the inspection and it doesn t require part replacement or repair. Hence, the repairs needed will be her responsibility. Customer is upset and insists that the other vehicle is actually owned by her Brother-in-law and his vehicle was not even there at the dealership, whiler her vehicle is getting inspected. She insists that Scott is not helping her. Writer informed that Shane, the DM would still review the case and his decision would be the final decision. Writer will call back the dealership tomorrow at 3 pm EST and will inform the customer accordingly. -----------------Customer called in regards to the same issue. Agent transfered the call to Tier 2.5 since Customer is seeking for repair assistance. Approved by LL679 Customer called in and she insisted to speak to SG580.Agent reviewed line number 138 to 140. And informed the customer that she will receive a call back from the writer as mentioned in the above documentation. ** Internal Escalation (ST702) ** Customer says that she was informed by SG580 that she will get a call. Agent told the customer that SG580 is working on the case and he will give her a call back. ----Writer called the dealership but Scott was off for the day already. ----Customer called in and she insisted to speak to SG580.Agebt informed the customer that she will receive a call back. Customer called in and insisted to talk to SG580. Agent was reviewing the case with SG580 but the line disconnected in the mean time.

Customer Assistance Inquiry Record (CAIR)#

18707725

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WD78A5 8G

Open Date

06/29/2009

Built Date

10/18/2007

2008

Body

DM0L44

DODGE RAM 4X4 5500 QUAD CAB CHASSIS

01/08/2008 Mileage

88,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB7

PATRIOT BLUE PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

44304 JOHNSON AUTO PLAZA INC

Dealer Address

12410 EAST 136TH AVENUE

Dealer City

BRIGHTON

Dealer State

Dealer Zip 80601

Owner Address

BRIGHTOM CO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default
Corporate - Recall - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Worn - Front
Customer called in stating that the tie rod broke on the front suspension assembly and states that there is a recall on the same part and had to get the Tie rods suspension assembly from the dealership and the cost of it is $781.05 and states that it should be fixed under recall. Agent documented the concern and then transferred the call to tier3 at VDN 72409. Approved by LL679. ****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 SLC Transfer approved per LL679 ****End structured narrative T2 - Referral to SLC Writer spoke with customer who called to inform us that his left tie rods broke on the front suspension assembly. This happened while the vehicle was in a parking lot. Writer informed the customer that before any goodwill assistance can be considered he would need to take his vehicle into the dealership for the diagnosis. The customer understood. Writer spoke with Service Advisor who advised that the joints shredded and snapped. Service Manager does not no the reason why since the vehicle has not been in for a diagnosis. Informed customer that before Chrysler considers offering any goodwill assistance outside of warranty, a diagnosis would need to be performed by an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that any authorization for a Chrysler, Dodge, or Jeep dealer diagnosis would be at their discretion and expense. No commitment for goodwill assistance has been made at this time. Customer is seeking out of warranty assistance in the form of left tie rods that broke on the front suspension assembly

Seeking assistance Seeking recall information Tie rod has gone bad

Based on the information at hand, agent is considering the following: **** Writer is considering a 50/50 split **** Agent attempted to contact dealer Service Manager (SM)Rick, however, SM not available. Left message for a return call. Provided enough information to give SM the ability to understand the reason for the contact Provided dealer with agents extension, which is 66097 Writer spoke with Service Manager Rick who advised that the customer had paid for the repairs in full. Writer closing cair. Customer called to find information on how to get reimbursement. Writer informed customer of reimbursement request mail.

Customer Assistance Inquiry Record (CAIR)#

18709575

VIN

1D7KS28C2 6J

Open Date

Model Year 2006

Body

DH7H41

In Service Dt 07/14/2006 Mileage

117,000

Plant

ST. LOUIS ASSEMBLY II NORTH

06/29/2009

Built Date

05/09/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Owner Address

MARSHALL TX

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Recall - H46: - Reimbursement Product - Steering - Unknown - Defective - Default

Customer is seeking reimbursement. Steering fell apart.

Customer is seeking reimbursement for recall H46. Customer states that the front end was already pulled up the tie rod ends and the whole steering fell apart. Customer performed the repairs at an IRF and is seeking reimbursement for the same. Customer states that he got a recall notification on May 19th. Advised customer to send the receipts, proof of payment and a brief letter. Provided reference number. No commitments made. Customer called in and wanted to check whether he can email the documents. Agent advised the customer that he can either fax or mail the documents. Customer was ok with the information.

Customer Assistance Inquiry Record (CAIR)#

18717281

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C9 5G

Open Date

07/01/2009

Built Date

06/15/2005

2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

11/05/2005 Mileage

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

45258 CARMAN DODGE, INC. 196 S DUPONT HWY NEW CASTLE

Dealer State

Dealer Zip 19720

Owner Address

NEW CASTLE DE

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - E17: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall Corporate - Product Information - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

recall is on the out of park alarm system recall is on the steering linkage seeking recall reimbursment tie rods were broken

Advised the customer of incomplete recall ?recall #E17, H46? for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. Customer calling on behalf of his son John Antonio seeking recall reimbursement for the repair perform on the tie rods which were broken, customer received the recall notification for the steering linkage two week before and seeking reimbursement under the same as the tie rods is connected with the steering linkage. Agent provided the contact details for the CAC and advises the customer to send us the repair invoice and the proof of payments for the review. No commitments made.

Customer Assistance Inquiry Record (CAIR)#

18718009

VIN

3D7KS19D5 6G

Open Date

Model Year In Service Dt Plant

2006 01/13/2007 G

Body

DH6H81

Mileage

SALTILLO TRUCK ASSEMBLY PLANT

07/01/2009

Built Date

03/03/2006

DODGE RAM 1500 SLT MEGA CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer

45235 LITHIA CHRYSLER DODGE OF EUREKA

Dealer Address

4320 BROADWAY ST

Dealer City EUREKA

Dealer State

Dealer Zip 95503

Owner Address

ARCATA CA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Recall - H46: - Advise Owner/Incomplete Recall

Goodwill assistance Part is not manufacture by chrysler Recall information

Customer called in regarding the tie rod and stated the had been at the dealership for a month. Customer stated she needs the part. Agent advised the customer get in touch with the dealership and get the part ordered. Customer is not ready to visit the dealership. Customer started crying and said that said that Chrysler doesn t manufacture the tie rod parts. Agent advised the customer order the part at any of the dealership give us the part# and order# we will go ahead and check the part for her. Agent advised the recall# H46. Agent also advised get the recall performs at any of the authorized dealership. ****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 Transfer approved per ES738 ****End structured narrative T2 - Referral to SLC Customer called in regarding the same concern. Writer had a word with SM and got the estimated cost of repair which is $611.09. Agent transferred the call to Tier 2.5 for further handling.

Customer Assistance Inquiry Record (CAIR)#

18726856

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C7 6G

Open Date

07/06/2009

Built Date

06/28/2006

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

09/29/2006 Mileage

40,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

45306 RONAN DODGE CHRYSLER JEEP

Dealer Address

62683 US HIGHWAY 93

Dealer City

RONAN

Dealer State

Dealer Zip 59864

Owner Address

HOT SPRINGS MT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Recall - H46: - Advise Owner/Incomplete Recall Corporate - Property Damage - Default - Default - Default Product - Steering - Unknown - Other - Default Product - Unknown - Unknown - Accident - Default

Customer states that the vehicle met with an accident. Informed customer about the recall.

****Begin structured narrative T2 - Referral to SLC

Contact requires transfer to T2.5

Transfer approved per

PD592

****End structured narrative T2 - Referral to SLC

1. Who is calling and what is their contact information?

Owner of the vehicle,

Contact number: Preferred

2. What happened? Owner s son was driving the vehicle on June 5th, tie rod dropped off and lost control of the passenger wheel. Vehicle created a black mark on the pavement and kind of launched off into the river (Clarks Fork River). Water was about 40 feet deep at the time of the accident, water running muddy and fast, hot day, window was down, vehicle was recovered on the July 2nd when the river finally cleared up, no injuries. Vehicle has been totaled and owner is not planning on getting it repaired. Owner is seeking for a replacement vehicle from Chrysler. 3. What is the current location of the vehicle? Vehicle is currently at the owner s business address: 1893 Highway 28, Hot Springs, MT 59845 Deleting line 21 information added incorrectly. *************************************************************************** Per OGC Matrix, reassigned to 82T. JSS15. 7/7/09 ASSIGN TO TNT16. LSE6. 7/7/09 INCOMPLETE RECALL: H46 STEERING LINKAGE CAIR NUMBER 18726856 REQUEST EAA INSPECTION 07-07-2009 13:58 CAIR NUMBER 18726856 E-MAIL SENT TO EAA 07-07-2009 13:58

CCRG Open Date: 07/07/2009 11:46:48 Letter Sent: Acknowledgement 07/08/2009 11:57:40 Inspection Delayed: 07/13/2009 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 07/15/09 AT 04:06:15 18726856 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 07/15/09 AT 09:37:42 18726856

Customer Assistance Inquiry Record (CAIR)#

18727995

VIN

3D7KS28C0 6G

Open Date

Model Year In Service Dt
Plant

2006 10/24/2006 G

Body

DH7H42

Mileage

85,300

SALTILLO TRUCK ASSEMBLY PLANT

07/06/2009

Built Date

03/23/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Owner Address

SHERIDAN WY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Customer called as she received a recall notification. Customer states that in 2008 the tie rod on her vehicle broke. CUstomer wants to know if it broke due to the recall. Agent requested the customer to get the vehicle diagnosed at an authorized Chrysler dealership.

Recall information. Tie rod broke.

Customer Assistance Inquiry Record (CAIR)#

18728008

VIN

3D7MS46C1 5G

Open Date

Model Year In Service Dt Plant

2005 11/30/2004 G

Body

DH8H62

Mileage

53,045

SALTILLO TRUCK ASSEMBLY PLANT

07/06/2009

Built Date

09/22/2004

DODGE RAM SLT 3500 REG. CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer Dealer Address
Dealer City

44436 HERB CHAMBERS CHRYSLER JEEP DODGE OF DANVERS

107 ANDOVER ST

DANVERS

Dealer State

Dealer Zip 01923

Owner Address

NORTH READING MA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall
Product - Suspension - Tie Rods / Drag Link - Other - FrontPass

Customer has been advised of the incomplete recall.
Front passenger tie rod end fell off.

Customer states he spent $1000.00 on or about 06/18/09 rear calipers and universal joints were replaced. The dealership did not notice the tie rod ends were bad, therefore not replaced, the components are not covered under the service contract. Customer states the tie rod end fell out while driving, the vehicle was towed to dealer 44436 today. Customer he is seeking assistance with the cost of the repair. --Diagnosis obtained by Service Advisor, Craig, confirms broken outer tie rod end, the repair will consist of upgraded parts; the drag linkage, steering dampener needs to be changed. The sway bar end broke and needs to be replaced. The customer could not have caused or prevented the concern. -Service Manager, Michelle, dealer 44436, confirms the diagnosis provided by SA, and will use the SUDSA with a $200.00 co-pay. --As a one-time goodwill gesture, Chrysler will participate with the tie rod repair. Customer will be responsible for a co-pay in the amount of $200.00. The decision has been made because: the customer is loyal to the dealership and could not have caused or prevented the concern. # # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR because of a goodwill policy decision that was made on behalf of this customer. You have indicated you will be using your DSA to assist this customer. The customer has been informed of this decision. Update and/or close CAIR when complete. If you need to speak with the agent about this CAIR, please call 1-800-992-1997, Agent extension is 66091 or you may email us at T2email@chrysler.com # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # Customer has accepted the offer and appreciates the assistance. REASSIGNED TO BC/DLR 32 44436 07/06/09 15:27 O 18728008

REASSIGNED TO BC/DLR 32 44436 07/15/09 10:40 O 18728008

Customer Assistance Inquiry Record (CAIR)#

18728907

VIN

3D7KS29C2 6G

Open Date

Model Year In Service Dt Plant

2006 11/01/2006 G

Body

DH7H81

Mileage

95,623

SALTILLO TRUCK ASSEMBLY PLANT

07/06/2009

Built Date

11/14/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

43940 ALL STAR DODGE INC 2590 RANGE PARK DRIVE DENHAM SPRINGS

Dealer State

Dealer Zip 70726

Owner Address

DENHAM SPRINGS LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Recall - H46: - Consequential Expenses Not Covered

good will recall caused the problem with the steering

Customer stated that there is a problem with the recall that caused the steering to go bad. Agent informed the customer about a call back after talking to the dealership SM. Customer called regarding the same issue. Agent spoke with JB1428 and was told to informed the customer that he is going to call the dealership and call back the customer. Agent informed the customer that she will be contacted by JB1428. Agent tried calling up the dealership but could not talk to the SM but SM not available. Agent will call back the dealership to get updates about the problem. Customer called in for the same issue. Agent informed the customer that JB1428 will get back to her after having a word with the SM. Customer understood. ****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 Transfer approved per SG580 ****End structured narrative T2 - Referral to SLC Customer called in with the same concern informed the vehicle is with the dealership for 3 weeks. It is not yet fixed. Customer states that the steering has gone bad. The dealership is not ready to cover the repair under warranty. The repair cost to the customer is $669. Customer requested Chrysler to cover the repair under recall. Agent called the dealership Kelly tie rod & steering damper is broken which will not be covered under recall. Customer is seeking GOOD WILL. Agent transferred the call to T#3 for further assistance with approval of SG580. What is the customer requesting from Chrysler? GOOD Will How far out of warranty is the vehicle/repair by time and/or mileage?60000 Service contract (Chrysler or 3rd party) that would cover the repair?no Original owner? (yes/no) If no, purchased when?no How many Chrysler vehicles has the customer owned including this vehicle?three Is there any repair history related to the current concern?no Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership?yes

Service dealer code?43940

Service advisor name? KELLY

NIC of team leader/floor walker who authorized escalation of caller?

SG580

Customer s wife called in to inquire why damages called by recalled parts

were not covered by recall. Spoke to SM Dave States that recall is not

related to current problem, customer requested more information on why

vehicle is still in shop and what it is that caused her actual problem.

Attempted to contact Dave but was not available left message requesting

him to call back to customer at number

Or call back to

Chrysler.

Customer insists on speaking to CB783, Agent transferring the call to

72409 as there is no extension number for the particular agent.

Customer calls requesting to speak with....CB783

Customer/Caller name match to CAIR confirmed.

The CAIR is 30 days old or less.

Agent has checked for decline standard paragraph.

Customer informed to leave message if agent isn t available.

Customer/Caller transferred to extension # 66186

Customer calls requesting to speak with CB783 alleging that she s

expecting a call from her. Customer was adamant in speaking with CB783.

Customer wants to know the exact reason as in why the damages called by

recalled parts weren t covered by recall.

Customer/Caller name match to CAIR confirmed.

The CAIR is 30 days old or less.

Agent has checked for decline standard paragraph.

Customer informed to leave message if agent isn t available.

Customer/Caller transferred to extension # 66186.

Approved by JA917.

Customer calls requesting to speak with....CB783

Customer/Caller name match to CAIR confirmed.

The CAIR is 30 days old or less.

Agent has checked for decline standard paragraph.

Customer informed to leave message if agent isn t available.

Customer/Caller transferred to extension # 66186

Customer called as per above, stating that she does not want to get

transferred to CB783 because she only reaches the voicemail. Customer

requests to be transferred to the department CB783 works for. Transferred

the call to Tier 2.5 for further assistance. Approved by SG580.

The customer called in regards to the above mentioned concern. The agent

reviewed the infformation and transferred the call to tier 2.5

******

Writer called the dealer (43940) and spoke with Kelly-SA. Dave-SM was not

available. Kelly stated that the vehicle has been at the dealer for the

last three weeks waiting on authorization to be repaired. Basically,

front end came apart. Left and right outer tie rods broke and the

steering damper is also broken. These components would have never come

apart because of recall H42. Dealer found all kinds of aftermarket lift

kits on the truck and also found out that the truck has been raced up

pretty high. Estimated cost for the repair of the front end $611.45 -

retail, parts and labor. Second owner, 59623 miles OWW, no prior history,

no service contract, etc. Agent does not believe; given these factors

that assistance is merited. Dealer agrees and has already discounted

diagnostic fee and labor.

Consulted with KB652

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

The vehicle warranty has expired by time and/or mileage.

Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Customer Assistance Inquiry Record (CAIR)#

18730521

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C0 7J

Open Date

07/07/2009

Built Date

10/16/2006

2007

Body

DH7P41

DODGE RAM LARAMIE 4X4 2500 QUAD CAB

08/15/2007 Mileage

50,000

Dealer Zone 63 DALLAS

ST. LOUIS ASSEMBLY II NORTH

Market

PB7

PATRIOT BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44250 DOUG GRAY CHRYSLER DODGE JEEP INC

Dealer Address 1421 WEST THIRD ST

Dealer City

ELK CITY

Dealer State OK

Dealer Zip 73644

Owner Address

ERICK OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Caller states that she owns 2 dodge ram 3500 vehicle and states that she received the recall letter for H46 on one vehicle. Customer states that after completing the recall the tie rods were broken. Customer wants us to document that she has repaired the tie rods, agent documented the customers comments.

Tie rods were broken.

Customer Assistance Inquiry Record (CAIR)#

18742074

VIN

3D7LS38C6 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H42

11/12/2004 Mileage

99,866

SALTILLO TRUCK ASSEMBLY PLANT

07/10/2009

Built Date

10/01/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer

68141 BILLION DODGE-CHRYSLER JEEP

Dealer Address

1 AUTO PLAZA DR

Dealer City BOZEMAN

Dealer State

Dealer Zip 59715

Owner Address

GALLATIN GATEWAY MT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default

Customer states he was charged for recall repair

Customer states he took his vehicle in and the tie-rod was fractured and the entire front assembly had to be replaced. He stated that he was 'one bump away' from catastrophic failure. He stated that he shudders to think what could have happened as they had just been vacationing in the mountains. He states that the technician told him there had been a recall but it had been cancelled. He states that he is pleased that a much stronger system was put in, but asks why he never received notification of the recall. Agent confirmed that his vehicle does have the H46 recall incomplete. Agent spoke to SM at 68141, Bob, and Greg, senior mechanic. They explained that the H36 recall would have covered this repair, but that it had been suspended and superseded by H46, which does not include the tie rods. Bob stated customer is very loyal to the dealership. Agent is considering some sort of assistance, which is what customer asked for Customer stated that he had spoken with DG555. Customer was wondering if any progress had been made towards his reimbursement. Writer called dealership and SM Bob stated he believed we should cover at least the part for this repair. Writer agree and stated we would reimburse customer $538. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

18747142

VIN

3D7KS26D0 6G

Open Date

Model Year In Service Dt Plant

2006 10/06/2006 G

Body

DH7L62

Mileage

55,644

SALTILLO TRUCK ASSEMBLY PLANT

07/13/2009

Built Date

03/15/2006

DODGE RAM 2500 ST REG CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer Dealer Address
Dealer City

64431 RUGE'S C/D/J 6882 ROUTE 9 RHINEBECK

Dealer State

Dealer Zip 12572

Owner Address

STANFORDVILLE NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Customer complaining as the tie rods broke

Customer complaining as the tie rods broke, and they want this to be covered under the H46 recall. Agent advised the customer to consult the dealership.

Customer Assistance Inquiry Record (CAIR)#

18753208

VIN

3D7MX46CX 6G

Open Date

Model Year 2006 In Service Dt 06/19/2006

Plant

Body

D18H62

Mileage

50,000

SALTILLO TRUCK ASSEMBLY PLANT

07/14/2009

Built Date

12/22/2005

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 51 CHICAGO

Market

Dealer

68736 BLACKWELL-BALDWIN DODGE INC

Dealer Address

1660 BUSINESS 60 WEST

Dealer City DEXTER

Dealer State

Dealer Zip 63841

Owner Address

DONIPHAN MO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Product Information - Default - Default Default

Customer called to make complaint about tire rod breaking.

Customer called to make complaint that recall on the steering linkage caused his tire rods to break in the front end. Writer advised the recall item is a bolt in the steering linkage and customer has yet to go into dealership for a diagnosis of repairs. Writer found several front end repairs and axle repairs before customer purchased the vehicle in February 2009. Writer advised customer that his complaint would be made in narration. Writer advised to let the dealership look at the vehicle. Customer stated he already know what was wrong on the vehicle without dealership looking it today in an appointment. Writer wished the customer the best with repairs on the vehicle.

Customer Assistance Inquiry Record (CAIR)#

18754864

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C6 7G

Open Date

07/15/2009

Built Date

12/04/2006

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

07/16/2007 Mileage

70,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB5

ELECTRIC BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DBB

Dealer Dealer Address
Dealer City

44373 PERFORMANCE JEEP DODGE OF LINCOLN

6601 TELLURIDE DRIVE

LINCOLN

Dealer State

Dealer Zip 68521

Owner Address

LANDER WY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall
Referral - Tier 2.5 - Internal Escalation - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 Transfer approved per JA917 ****End structured narrative T2 - Referral to SLC What is the customer requesting from Chrysler? Customer seeking goodwill assistance for the tie rods repair costing around $600 How far out of warranty is the vehicle/repair by time and/or mileage? 34000 miles Service contract (Chrysler or 3rd party) that would cover the repair? no Original owner? (yes/no) If no, purchased when? 07/21/08 How many Chrysler vehicles has the customer owned including this vehicle? Two vehicles Is there any repair history related to the current concern? no Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? Yes Service dealer code? 44373 Service manager name? Andy NIC of team leader/floor walker who authorized escalation of caller? JA917 Customer calling for above concern. Writer called Dealer 44373 and spoke with SM Andy who said the customer dropped by, on his way to Alabama. Andy said right tie rod was loose and came apart while driving; this is a normal wear and tear item; 79148 miles on vehicle. Considering 2nd owner, 43000miles out of warranty, has owned previously one other chrysler vehicle.

recall is on steering linkage seeking goodwill assistance tie rod needs replacement

Customer Assistance Inquiry Record (CAIR)#

18759582

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX48C1 6G

Open Date

07/16/2009

Built Date

03/06/2006

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

04/30/2006 Mileage

91,727

Dealer Zone 66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

64686 GUPTON MOTORS INC

Dealer Address 3450 TOM AUSTIN HIGHWAY

Dealer City

SPRINGFIELD

Dealer State

Dealer Zip 37172

Owner Address

COTTOWN TN

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Vibration Front-Pass

Complains about the broken passenger side tie rod.

Dealer - Service/Body Shop - Transaction - Repeated Trips Required - Default

Complains of repeated trips to the dealership.

Product - Differential Gear Assy's - Bearings - Vibration - Front

Customer complains about the problem with front hub bearing.

Product - Unknown - Unknown - Poor Idle Quality - Default Customer complains about the product quality.

Product - Engine - Unknown - Vibration - Default

Customer complains about the vibration.

Dealer - Service/Body Shop - Transaction - Unsatisfactory

Customer disappointed with the dealership (64686)

Maintenance - Default

service.

Dealer - Service/Body Shop - Transaction - Excessive Service Costs - Default

Customer disappointed with the repair cost charged.

Product - Air Conditioning / Heater - Unknown - Defective - Customer experienced & is experiencing problem

Default

with air conditioner.

Product - Electrical - Lamps and Switches - Defective - Default Customer experienced problem with the light.

***** EMAIL BRIEF DESCRIPTION CONTENT *****

complaint on product

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

Purchased New or Used? New

Is the vehicle at a Chrysler/Dodge/Jeep dealer now? Yes

***** BEGIN CUSTOMER EMAIL *****

To Consumer Relations for Dodge vehicles\r\n\r\n\r\nI purchased a 2006

Dodge Ram 3500/Quad cab 4wd from Gupton Motors, in Springfield Tennessee,

in May of 2006. Vin # 3D7MX48C16G

I have had numerous problems

with this vehicle. Since May of 2006 I have had it in the dealership for

work at least 4 times. The first was in 2007 and the work was on the air

conditioning and some other minor light problems at Gupton Motors. This

was covered under warranty. In the beginning of 2008 I had 40000 miles on

the vehicle and it developed a bad vibration which seemed to me to be in

the drive train. I took the vehicle to Gupton Motors. They diagnosed the

problem to be in the front hub bearings. I questioned them about this but

they insisted that was the problem, which was not under warranty. They

replaced the hub bearings and charged me just under $1500 dollars. That

was not the problem. I drove it home and it was no better. I did not turn

around because I picked the vehicle up at closing. I called the next day and took it back down there. It was a bearing in the drive shaft which they fixed for free. My problem with that is front hub bearings are a lot higher to fix than the carrier bearing, but they offered no compensation outside of fixing it for free this time. In April of 2009 I had to have the vehicle towed because it would not start. I had it towed to Miracle Chrysler Dodge in Gallatin, Tn. It was a internal module which was under warranty. I had them service the vehicle while it was there. July 9 2009 the passenger side tie rod end broke and caused me to wreck. No major damage to the vehicle but it did scratch the paint on one side badly. I had it towed to Gupton Motors again since I had just had it serviced within three months at Gallatin and evidently they can TMt even do a service job. I also thought Gupton owed me one and would maybe give me a break on the price. They said they did but it don TMt seem like it to me. All I needed was a tie rod end. They said it had been redesigned and I could not just buy a tie rod end I had to replace all of the parts for the steering. If Chrysler is going to redesign the whole thing on a model that new, then they should furnish the parts. My bill ended up being almost $1400.00. That is not right when all I needed was a tie rod end. I own two business TMs and need all my trucks running plus I had had it towed there so there wasn TMt much to do but let them fix it and pay for it. In 2005 and 2006 I bought a 3500 truck my brother bought a 3500 truck just like mine and my dad bought a 3500 flatbed from Gupton. We have bought numerous vehicles there and I can TMt believe they would treat that good of customer that way. All these trucks were diesel engines. With those hub bearings I did get a survey call and expressed my thoughts but nothing was ever done. My air conditioner is not working right again but I TMm just living with it until I trade because it is not under warranty and I can not find a decent service department for these vehicles. I just wanted to write and let you know how Gupton Motors were treating their customers. I am not at all satisfied with this product. I have mailed you this letter with a copy of the receipt on the work\r\n\r\n\r\nSincerely\r\n\r\nGalen Eidson\r\n600 North Broadway\r\nPortland, Tn 37148\r\ ***** BEGIN EMAIL RESPONSE ***** Thank you for contacting the Chrysler Customer Assistance Center regarding your 2006 Dodge Ram 3500. We regret to read of your disappointment due to the various concerns with the vehicle viz. air conditioner, tie rods, front bearing and the repair cost incurred for the repairs. Your disappointment with the dealership GUPTON MOTORS INC., 3450 Tom Austin Highway, Springfield, TN is also understandable. The inconvenience caused to you is regretted and we appreciate the time and effort you took to share your concerns with us. We realize that our reputation depends on the quality of service provided by our dealerships. We are continuously striving to assist our dealerships in providing complete customer satisfaction. In response to your email, we would like to inform you that we do value your loyalty towards Chrysler Group LLC. We suggest that you contact our Customer Assistance Center at 1-800-992-1997 between 8:00 A.M. and 5:00 P.M. from Monday to Friday to speak to one of our Customer Service Representatives regarding the various concerns with the vehicle. Moreover, please keep the Reference number 18759582 and the following information handy before calling the Customer Assistance Center: Vehicle owner name Vehicle owner address Day and evening phone numbers Vehicle Identification Number (VIN) Name of dealership where vehicle was purchased Date of purchase Dealership where service was performed Date of last service Current vehicle mileage An explanation of the problem Thanks again for your email. We appreciate your patience. ***** END EMAIL RESPONSE ***** ** Customer called in for the same issue and stated that he is experiencing

installed the expensive tie rod of $1400 and customer wants to file complain about the same. Customer is not happy with the vehicle as the tie rod is going bad. Agent informed the customer that complains has been documented. Customer agreed. Agent provided the reference number.

Customer Assistance Inquiry Record (CAIR)#

18764883

VIN

3D7MX46C9 6G

Open Date

Model Year In Service Dt Plant

2006 04/05/2006 G

Body

D18H62

Mileage

40,299

SALTILLO TRUCK ASSEMBLY PLANT

07/18/2009

Built Date

03/14/2006

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

66856 CAR CITY CHRYSLER 3100 S 169 HIGHWAY ST JOSEPH

Dealer State

Dealer Zip 64503

Owner Address

KING CITY MO

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-07-16 Road Side File Created 07-18-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: US HIGHWAY 169 3100 S 169 HIGHWAY STATE HIGHWAY 48 KING CITY ST JOSEPH MO USA MO CALLER_COMMENTS RIGHT FRONT TIE ROD BROKEN, NORTH DEALER CODE : 66856 CAR CITY CHRYSLER

Customer Assistance Inquiry Record (CAIR)#

18771664

VIN

3D7KS28C6 5G

Open Date

Model Year In Service Dt Plant

2005 11/21/2005 G

Body

DH7H41

Mileage

69,000

SALTILLO TRUCK ASSEMBLY PLANT

07/21/2009

Built Date

04/26/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer

65015 BRANHAVEN CHRYSLER JEEP DODGE

Dealer Address

348 WEST MAIN ST

Dealer City BRANFORD

Dealer State

Dealer Zip 06405

Owner Address

NORTH HAVEN CT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Information Request Corporate - Warranty Coverage - Default - Default - Default Product - Steering - Linkage - Defective - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Customer seeking recall information. Customer seeking warranty information. Customer stated that the steering linkage broke. Customer states that the tie rod is broken

Customer seeking warranty information. Agent informe dteh customer that the basic warranty on his vehicle has expired which covers the steering. Customer stated that the steering linkage broke. Customer wanted to know if the recall was on his vehicle. Customer calls seeking recall information. Advised the customer of incomplete recall H46 for this vehicle but he will have to get the vehicle inspected by an authorized dealership to see if the steering linkage on his vehicle qualifies for recall repairs or not.. -----Customer called in with the same issue and states that he took the vehicle the dealership and the dealership informed him that there is a problem with the tie rods and quotes him with the repair cost of $975. Customer states that the tie rods should not snap in half in 69000 miles and wanted to know if Chrysler can reimburse him a part of the amount. Writer asked the customer to send us the invoice, the proof of payment and a letter seeking reimbursement. Writer provided the customer with an address and reference number. Writer did not commit anything.

Customer Assistance Inquiry Record (CAIR)#

18782467

VIN

3D7KS28CX 5G

Open Date

Model Year In Service Dt Plant

2005 02/12/2005 G

Body

DH7H41

Mileage

80,000

SALTILLO TRUCK ASSEMBLY PLANT

07/24/2009

Built Date

09/08/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 42 DETROIT

Market

Dealer

55412 FERNELIUS CHRYSLER DODGE

Dealer Address

S MAIN ST @ US27

Dealer City CHEBOYGAN

Dealer State

Dealer Zip 49721

Owner Address

CHEBOYGAN MI

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Recall - H46: - Advise Owner/Incomplete Recall Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Customer seeks goodwill. informed about the pending recall tie rods fell off

Customer states that the tie rods need to fixed on the vehicle. Agent informed customer to get the vehicle to an authorized dealership for diagnostics. Agent provided the reference number but didn t make any commitments. Agent also informed about the pending recall and advised to get it performed. Customer seeking goodwill regarding the above --------------------------------------What is the customer requesting from Chrysler? Customer seeking goodwill How far out of warranty is the vehicle/repair by time and/or mileage? 44000 Service contract (Chrysler or 3rd party) that would cover the repair? No Original owner? (yes/no) If no, purchased when? No How many Chrysler vehicles has the customer owned including this vehicle? 3 Is there any repair history related to the current concern? No Has the vehicle been diagnosed by a Chrysler, Dodge or Jeep dealership? Yes Service dealer code? 55412 Service manager name? N/A NIC of team leader/floor walker who authorized escalation of caller? SD489 Customer requesting Chrysler to assist her with the repair of tie rod ends. Vehicle not diagnosed yet. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. ME601. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer inquiring if tie rods are related to the recall needed for steering linkage. Writer spoke with Mary (55412) and she said vehicle would have to be diagnosed before dealer would know that and if it is, possibly it could be part of the parts required by the recall.

Customer Assistance Inquiry Record (CAIR)#

18800528

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX48C1 6G

Open Date

07/30/2009

Built Date

03/06/2006

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

04/30/2006 Mileage

91,727

Dealer Zone 66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

64686 GUPTON MOTORS INC

Dealer Address 3450 TOM AUSTIN HIGHWAY

Dealer City

SPRINGFIELD

Dealer State

Dealer Zip 37172

Owner Address

COTTONTOWN TN

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass

Customer complains about the tie rods.

Dealer - Service/Body Shop - Transaction - Excessive Service Costs - Customer is disappointed with the dealer

Default

service.

POSTMARK DATE: 071609; DATE RECEIVED: 072109 Customer is complaining about the dealership. Customer states that the passenger side tie rod broke. Customer took the vehicle to dealer 64686. Customer states that the dealership charged him for all the parts when the vehicle needed only the tie rods. Customer is disappointed with the product and the dealership service. Agent sent a form letter 106 to the customer.

Customer Assistance Inquiry Record (CAIR)#

18801353

VIN

3D7KS28C0 6G

Open Date

Model Year In Service Dt Plant

2006 11/18/2006 G

Body

DH7H41

Mileage

86,000

SALTILLO TRUCK ASSEMBLY PLANT

07/30/2009

Built Date

02/24/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

60062 LITHIA CHRYSLER DODGE OF MISSOULA

Dealer Address

5001 GRIZZLY COURT

Dealer City MISSOULA

Dealer State

Dealer Zip 59802

Owner Address

GREENWOOD AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Alleges that the tie rods broke.

Customer alleges that the tie rods broke at 83029 miles and the cost of repairs was $900.00. Customer alleges that there is a defect in the parts, due to which the tie rods are breaking. Customer seeking compensation for the repairs. Agent advised the customer that there are no recalls and TSB s issued for this vehicle. Agent advised the customer that the vehicle is out of warranty by time and high mileages, informed the customer that Chrysler will not be participating in the repairs. Agent declined the goodwill assistance. Customer seeking supervisor. Agent transferred the call to supervisor. ****Internal Escalation (RP777) **** Customer seeks reimbursement for repairs on tie-rods. Customer states that the repairs were performed at an IRF. Customer states that the vehicle should last for long time. Agent declined any reimbursement for the repairs because:1) Vehicle out of warranty by mileage. 2) Vehicle fixed at an IRF. Customer wanted to know the name of the company the agent is working for. Agent told the customer that he has called CAC and here we represent Chrysler. Customer didn t agree and states that he will contact some one who can help him. Agent told the customer that his reimbursement request has been declined. Agent updated the phone number and email address.

Customer Assistance Inquiry Record (CAIR)#

18809514

VIN

3D7MS48C3 5G

Open Date

Model Year In Service Dt Plant

2005 01/08/2005 G

Body

DH8H42

Mileage

57,020

SALTILLO TRUCK ASSEMBLY PLANT

08/03/2009

Built Date

10/29/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer

09825 CHRYSLER DODGE OF THE POCONOS

Dealer Address

894 N NINTH ST

Dealer City STROUDSBURG

Dealer State

Dealer Zip 18360

Owner Address

STATEN ISLAND NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Customer called in stating that his tie rod broke while he was traveling at freeway speeds with his family. Customer did not hit anything and avoided any accidents. customer then had his vehicle towed to dealer # 09825. Agent called dealer (09825) and spoke with SM (Keith) who informed me that the vehicle had just been towed in and he had not been given adequate time to make a diagnosis yet. Agent asked the SM to give him a call as soon as we get a diagnosis. Agent also discussed the possibility of goodwill given the unique circumstances surrounding the incident, SM concurred. Agent will call the customer back as soon as further information becomes available. REASSIGNED TO BC/DLR 66 68567 08/03/09 10:18 O 18809514 Customer calls requesting to speak with.... TM940 Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66001 Customer called in with the above mention issue and wanted to speak with TM940. Agent verified the owners name and transferred the call to Tier 2.5 for further handling. Approved by LL679 Customer called in and requested to speak to TM940, customer was not there after I reviewed case. As a one-time goodwill gesture, Chrysler will assist in the repair of the tie rod. Customer will be responsible for a co-pay in the amount of $25.00. This goodwill is being offered because of customer satisfaction. # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR because of a goodwill policy decision that was made on behalf of this customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, contact Troy at 800-992-1997 extension # 66001 You may also contact us by email at: T2email@chrysler.com Customer has been informed of this decision Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # #

REASSIGNED TO BC/DLR 35 09825 08/04/09 10:23 R 18809514 8/4 Keith contacts Tier 3 regarding additional work being needed on the vehicle besides the one tie rod that fell off the vehicle. Dealer found the other tie rod was loose and the dampener was bent. Total cost of repairs was $503.57. Owner was responsible for $25 of the repair. Writer adjusted PA amount for the dealer. Keith from dealer 09825 called regarding above claim. Dealer states the claim is rejecting. Advised dealer to email CACemail@chrysler.com for resolution of claim. 8/17 - SM reports vehicle is repaired and returned to the customer. He will follow up with the customer and close the CAIR. res22 *Contact Date:08/18/2009 Parts / Service Director at the dealership has closed the Cair# 18809514 DCX goodwill repair is documented on Repair Order#262055 Request was reviewed with DM. CAIR RETURNED FROM DEALER ON 8/18/2009 AT 01:41:564 R 18809514

Customer Assistance Inquiry Record (CAIR)#

18814969

VIN

3D7MX48C0 6G

Open Date

Model Year In Service Dt Plant

2006 11/23/2005 G

Body

D18H42

Mileage

238,000

SALTILLO TRUCK ASSEMBLY PLANT

08/04/2009

Built Date

08/12/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 51 CHICAGO

Market

Dealer

67512 PARKWAY CHRYSLER INC

Dealer Address

FIFTH & OLIVE

Dealer City BENTON

Dealer State

Dealer Zip 42025

Owner Address

JACKSONVILLE AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Company Information Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front
* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED sh854 * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer called in seeking assistance in repair of tie rod ends. Writer called dealer 67512 and spoke with the parts department and was informed that they can not order just tie rod ends but they would have to replace the whole suspension system. Givin the vehicles mileage we would not be able to participate in the cost of the repair.

Customer Assistance Inquiry Record (CAIR)#

18859890

VIN

3D7MS48C7 5G

Open Date

Model Year In Service Dt Plant

2005 01/21/2005 G

Body

DH8H42

Mileage

99,000

SALTILLO TRUCK ASSEMBLY PLANT

08/19/2009

Built Date

01/10/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

44231 DEMONTROND AUTO COUNTRY INC

Dealer Address

888 IH 45 SOUTH

Dealer City CONROE

Dealer State

Dealer Zip 77304

Owner Address

WILLIS TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Recall - E17: - Advise Owner/Incomplete Recall Referral - Other - Default - Default - Default Corporate - Dealer Information - Default - Default - Default

Complains about the tie-rods. Provided the recall information. Provided the towing assistance. provided the dealership information.

The customer called in to state that the tie-rods broke and wanted to

know if there is a recall related to the above problem.The agent informed

that there is a recall H-46.Provided the dealership information and

informed that the vehicle is out of warranty.The customer called in to

state that the vehicle is not drivable and it needs to be towed to the

dealership.

The agent provided the reference number.

called in regarding the same concern. Customer states

that the dealership has performed the some repairs on tie rods and

instead of charging it to CDJ they are charging customer for the repairs.

Customer wants to complain against the dealership. Customer is also

looking for help as he alleges that the dealership has kept his vehicle

as hostage and is either asking him to authorize the repairs and pay

$819.00 for the repairs or else to pay $89.00 for the diagnosis. Agent

transferred the call CCAC for further handling.

Customer called in stating that he was charged for an inspection fee on a

recall.

Writer called dealer, who stated that the customer does not have a

recall.

Customer is seeking a reimbursement, Writer gave him the address, but

told him that it is not a for sure thing.

Advised customer to submit original repair order & proof of payment to:

Chrysler Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321

Advised customer to make a copy of these documents for their records.

Asked the customer to include a brief letter of explanation & request,

including their name, address, phone number, VIN, & reference number

18859890. Advised customer the goodwill offer is dependent upon

verification of all documents requested.

Dealer 44231 SM Gerald, calling to confirm that repairs (right tie rod)

to vehicle WERE NOT related to recall H46. No reimbursement offered

Customer Assistance Inquiry Record (CAIR)#

18860090

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C2 7G

Open Date

08/19/2009

Built Date

11/13/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

04/22/2007 Mileage

92,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DBB

Dealer Dealer Address
Dealer City

44689 CAVENAUGH CHRYSLER DODGE JEEP INC

118 EAST MAIN STREET

WALNUT RIDGE

Dealer State

Dealer Zip 72476

Owner Address

BEECH GROVE AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Customer states that tie rod came off. Customer wants to check if the problem is related to the H46 recall. Agent advised the customer to tow the vehicle to the dealership so that they can check if the problem is related to H46 recall. Agent provided the reference no. to the customer. The problem with the vehicle is not related to the recall. Part failure is unrelated to the H46 recall. Towing and repair is customer expense.

Agnet provided recall details Customer states that tie rod came off

Customer Assistance Inquiry Record (CAIR)#

18873647

VIN

3D7MX48C6 6G

Open Date

Model Year In Service Dt Plant

2006 09/11/2006 G

Body

D18H42

Mileage

87,833

SALTILLO TRUCK ASSEMBLY PLANT

08/24/2009

Built Date

05/15/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 42 DETROIT

Market

Dealer Dealer Address
Dealer City

26139 MCHUGH DODGE & JEEP 3420 MAPLE AVE ZANESVILLE

Dealer State

Dealer Zip 43701

Owner Address

HUBBARD TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Recall - H46: - Reimbursement

Complete front end was replaced Seeking reimbursement

Customer states she had to tow the vehicle to her dealership 26139 because the tie rods were broken. Customer states the dealer replaced the whole front end and she paid for $905 for the repairs and $400 for the towing. Customer states she received the recall letter H46 and wanted to know if Chrysler will reimburse the amount she had paid because the dealer had informed her that the tie rods were broken because of the steering linkage. Agent consulted with White mail. Agent advised the customer to send the original receipts for towing, proof of payment for towing and the repairs that she had paid and the repair invoice. Agent also advised the customer to write a letter mentioning the concern. Agent informed the customer that once we receive the documents the concerned department will review it and they will call her back to inform her if Chrysler will reimburse the amount or not. Agent was going to provide the customer with the reference but the call got disconnected. Agent called the customer back and gave her the reference number and the address to send the documents. Agent did not commit anything.

Customer Assistance Inquiry Record (CAIR)#

18873889

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH48A2 7G

Open Date

08/24/2009

Built Date

04/04/2007

2007

Body

DC8L43

DODGE RAM 4X4 3500 QUAD CAB CHASSIS

04/27/2007 Mileage

90,235

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer Dealer Address
Dealer City

68279 ENGLISH CHRYSLER-DODGE-JEEP CO.,

1401 HIGHWAY 17 SOUTH

WAUCHULA

Dealer State

INC. FL

Dealer Zip 33873

Owner Address

FORT OGDEN FL

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Drivability - Unknown - Stalling - Default Product - Suspension - Upper Control Arms/Ball Jnts - Other - Front
Customer states that the vehicle keeps breaking down and that the vehicle has been in and out of the shop more than its been on the road. Customer states that the vehicle is on the side of the road with the Ball joints and tie rods broken and that the vehicle stalls. Writer asked the customer what he is seeking from Chrysler. Customer just wants his vehicle in working condition. Writer informed the customer that in order for Chrysler to determine if there can be any assistance offered, the vehicle would need to be diagnosed at a dealership. Customer has not taken the vehicle into a dealership to be diagnosed. Writer advised the customer that this is the first step to see if there would be assistance offered. No offer of assistance was offered at this time. Writer called the dealership and informed them that customer will be bringing vehicle in to get looked at. Writer informed the customer to call back in after the diagnosis. Writer called dealership to follow up with the case. Writer found that the customer has not taken vehicle in for a diagnosis as of this time. Writer attempted to contact the customer on 8-26-09 at 10:30am MST on the customer s phone in customers contact inforamtion. Writer left message, RE571 requesting a return call. 9/3/8 DM inspected vehicle and found heavy damage to front fender indicating vehicle had been in a collision. Steering had been altered/repaired/welded by customer. DM declines any warranty/goodwill assistance as product failure was due to abuse.

Customer Assistance Inquiry Record (CAIR)#

18876957

VIN

3D3KS29D0 6G

Open Date

Model Year In Service Dt Plant

2006 11/03/2005 G

Body

DH7H81

Mileage

47,200

SALTILLO TRUCK ASSEMBLY PLANT

08/25/2009

Built Date

09/22/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 42 DETROIT

Market

Dealer

57062 CRESTWOOD DODGE INC

Dealer Address

32850 FORD ROAD

Dealer City GARDEN CITY

Dealer State

Dealer Zip 48135

Owner Address

REDFORD MI

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Reimbursement for tie-rod repair and rental. Reimbursement for tie-rod repair.

****Begin structured narrative T2 - Referral to SLC Contact requires transfer to T2.5 Transfer approved per ES738 ****End structured narrative T2 - Referral to SLC Customer states that they came back from a vacation last week. Customer states that during the trip he had 47000 M on the vehicle. Customer states that the tie-rods broke. Customer states that he had to take the vehicle to an IRF. Customer states that he paid $720.96 for the repair with the alignment. Customer states that he was on vacation, so had to rent a car for 2 days for which he paid $80. Customer states that he consulted with the 57062 dealership and they suggested him to call CAC for assistance. Customer seeks reimbursement for tie-rod repair and rental. Agent consulted with ES738 and transferred the call to Tier 2.5 for assistance. Customer states the vehicle broke down in front of the IRF and was not driveable. He states the front-end alignment was $76.77. The 720.96 was for the repair only. Customer has owned at least three new CDJ s. Chrysler has extended a goodwill offer to the customer and it consists of reimbursing the customer for the parts which is a total of $506.91. ?MJF5 approved? Customer accepted the offer. Agent gave instructions for mailing replacement request, ?including the receipts?. Customer will be sending request this week. CAC has completed our task. Case closed.

Customer Assistance Inquiry Record (CAIR)#

18879041

VIN

1D7KS28C7 6J

Open Date

Model Year In Service Dt Plant

2006

Body

DH7H41

03/06/2006 Mileage

8,000

ST. LOUIS ASSEMBLY II NORTH

08/26/2009

Built Date

01/20/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

43577 JOHN VANCE MOTORS INC I-35 & GUTHRIE GUTHRIE

Dealer State OK

Dealer Zip 73044

Owner Address

MORRISON OK

Contact Type

ROADSIDE

Home Phone

Country

UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-08-24 Road Side File Created 08-26-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 27300 INDEPENDENCE I-35 & GUTHRIE COUNTY ROAD 290 MORRISON GUTHRIE OK USA OK CALLER_COMMENTS TIE ROD END BROKE TOW_COMMENTS V DEALER CODE : 43577 JOHN VANCE MOTORS INC

Customer Assistance Inquiry Record (CAIR)#

18887356

VIN

3D7LX39C3 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H81

06/16/2006 Mileage

110,000

SALTILLO TRUCK ASSEMBLY PLANT

08/28/2009

Built Date

01/26/2006

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer Dealer Address
Dealer City

44952 MARK DODGE 3118 GOVERNMENT BLVD MOBILE

Dealer State

Dealer Zip 36606

Owner Address

LUCEDALE MS

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Recall - H46: - Reimbursement
Customer stated that she had repairs done on her truck before the recall was issued and wants the repairs to be covered. Writer called the dealership and talked to Sa Ron. SA stated that the drag link and the dappner and the pit arm where replaced. SA was not sure if this was a recall related repair. Writer advised the customer to have the recall done and then we can review if the repairs are recall related. Dealer called requesting reimbursement for the first repair to the steering. Dealer stated the previous repair was because the drag link broke, and when it was repaired the parts that are now recalled were used for the repair. The recall is being completed. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

18893362

VIN

3D7KS19D3 6G

Open Date

Model Year In Service Dt Plant

2006 01/17/2007 G

Body

DH6H81

Mileage

44,071

SALTILLO TRUCK ASSEMBLY PLANT

08/31/2009

Built Date

10/04/2005

DODGE RAM 1500 SLT MEGA CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer Dealer Address
Dealer City

67211 GRAVA CHRYSLER JEEP 29 MYSTIC AVENUE MEDFORD

Dealer State

Dealer Zip 02155

Owner Address

MALDEN MA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Steering Wheel / Column - Defective - Default
Customer called stating the steering linkage on vehicle snapped on him while driving. Customer claims the snapping caused other things in vehicle to bend. Customer states there is a recall on vehicle and feels he should not have to pay for anything. Agent spoke with SM Joe from dealer 67211. SM states steering linkage is broken but does not pertain to recall on vehicle. Along with the steering linkage broken tie rod ends are bent and steering damage. Total cost for repair including parts and labor at warranty rates is about $1225. Chrysler and dealer agrees to assist customer with 50% of repair. Customer responsible for $100 co-pay. Dealer covers $562.50. Chrysler pays the same. (562.50*2 =1125) ($1125+100= $1225)

steering linkage

Customer Assistance Inquiry Record (CAIR)#

18895300

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A9 7G7

Open Date

09/01/2009

Built Date

02/14/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

09/18/2007 Mileage

79,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

67381 WEAVER BROS MOTOR CO INC

Dealer Address 2035 SOUTH WHEELER

Dealer City

JASPER

Dealer State

Dealer Zip 75951

Owner Address

MAURICEVILLE TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-08-30 Road Side File Created 09-01-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 987 US HIGHWAY 96 2035 SOUTH WHEELER E MORRIS STREET JASPER JASPER TX USA TX CALLER_COMMENTS STEERING LINKAGE BROKE, AT DAIRY DEALER CODE : 67381 WEAVER BROS MOTOR CO INC

Customer Assistance Inquiry Record (CAIR)#

18895309

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A9 7G

Open Date

09/01/2009

Built Date

02/14/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

09/18/2007 Mileage

79,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

67381 WEAVER BROS MOTOR CO INC

Dealer Address 2035 SOUTH WHEELER

Dealer City

JASPER

Dealer State

Dealer Zip 75951

Owner Address

MAURICEVILLE TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Customer Assistance Inquiry Record (CAIR)#

18897432

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A9 7G

Open Date

09/01/2009

Built Date

02/14/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

09/18/2007 Mileage

79,472

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

67381 WEAVER BROS MOTOR CO INC

Dealer Address

2035 SOUTH WHEELER

Dealer City

JASPER

Dealer State

Dealer Zip 75951

Owner Address

MAURICEVILLE TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - FrontPass Corporate - Complaint Contact - Default - Default - Default

Customer alleges his front passenger side tie rod broke

Customer contacted us to explain that the tie rod on his front passenger side broke on his vehicle. The customer stated he has a troubled warranty history of issues happening with his vehicle. The customer was informed that this issue would not be covered under warranty and he is seeking to have the SM, Mark speak with his DM to find some kind of resolution for the customer. The customer is looking to have his vehicle fixed. Writer contacted the SM, Mark and spoke with him in regards with this issue. Mark stated that the customer is not one that has been steady at his dealership and does not want to use his DSA to assist, but Mark stated he is willing to work with the customer by reducing the prices to warranty and allowing us to create a PA. Mark asked that we help the customer due to the fact that the part in question has changed from a simple fix to a complicated one where they have to have more parts to replace the issue. As a result the part will cost quite a bit more. Writer reviewed the customers information and learned that the customer is a loyal brand one who has owned more than 3 Chrysler vehicles. As a result of this information and the SM suggestion, writer gave the SM the go ahead to order the part and came to a tentative agreement in regards to a co-pay. Writer asked SM Mark to contact her with the actual cost of repair under warranty. Mark agreed. Writer explained this information to the customer and he appreciated the assistance. Writer stated she would have either Mark or herself contact the customer back either tomorrow 9/2 or Thursday 9/3 with the result. Customer called to speak with LD339. Agent transferred the customer to 66063. Customer received a voicemail from both Mark, the SM as well as the customer. Mark s message stated that the parts would be $459.41 and the labor would be $87.00 for a total of $546.41. Writer called the dealership and requested to speak with Mark. Writer and Mark agreed to a $200.00 co-pay. Writer contacted the customer and informed him of the decision.

As a one-time goodwill gesture, Chrysler will assist with the repair of the tie rods. Customer will be responsible for a co-pay in the amount of $200.00. This goodwill is being offered because: the customer is a loyal brand one who has owned at least 3 Chrysler vehicles # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR because of a goodwill policy decision that was made on behalf of this customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, contact Lisa at 800-992-1997 extension # 66063 You may also contact us by email at: T2email@chrysler.com Customer has been informed of this decision and been directed to contact Mark, the SM for further information. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # REASSIGNED TO BC/DLR 63 67381 09/02/09 14:05 O 18897432 *Contact Date:09/04/2009 Service Manager at the dealership has closed the Cair# 18897432 Customer request has been fulfilled. CAIR RETURNED FROM DEALER ON 9/04/2009 AT 03:46:537 R 18897432 Wendy, an SA from the dealership contacted us to explain that the PA is not showing as going through. Writer explained that we show that everything has gone through on our end. Writer reviewed the claim information and did not see that the claim was even rejected as of yet. Writer referred Wendy to her business center for further assistance.

Customer Assistance Inquiry Record (CAIR)#

18928113

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C9 6G

Open Date

09/14/2009

Built Date

01/19/2006

2006

Body

D18P42

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

03/21/2006 Mileage

107,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

44450 CUMMINS CHRYSLER I-40 AT AIRPORT RD WEATHERFORD

Dealer State

Dealer Zip 73096

Owner Address

SEILING OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Corporate - Complaint Contact - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Product - Unknown - Unknown - Accident - Default

Customer called in to report an accident.

1. Who is calling and what is their contact information? The wife of the owner of the vehicle. Preferred: 580.922.5105 Alternate: none 2. What happened? The customer called and said they had a recall on the STEERING LINKAGE. On Saturday they received another letter stating that there is something wrong with the recall that they did. The customer said the letter was a day late since her husband had on accident with the truck on Friday the 11th. tie rod broke off and the vehicle rolled over a bank. 3. What is the current location of the vehicle? The vehicle is in the barn at the residence. *************************************************************************** called owner he insists 2nd letter came from Chrysler, not dealer. I find no record of 2nd mailing. VEHICLE IS LOCATED AT: Highway 60 W RR 2 BOX 29 Seiling, OK 73663 (580) 922-4299 *************************************************************************** Per OGC Matrix, reassigned to 82T. JSS15. 9/15/09 ASSIGN TO TNT16. CAIR NUMBER 18928113 REQUEST EAA INSPECTION 09-15-2009 11:16 CAIR NUMBER 18928113 E-MAIL SENT TO EAA 09-15-2009 11:16 CCRG Open Date: 09/15/2009 11:10:37 Letter Sent: Acknowledgement 09/16/2009 09:59:13 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 09/18/09 AT 04:18:26 18928113

Letter Sent: Denial 09/21/2009

Customer Assistance Inquiry Record (CAIR)#

18932128

VIN

3D7MX48C8 6G

Open Date

Model Year In Service Dt Plant

2006 02/28/2006 G

Body

D18H42

Mileage

104,292

SALTILLO TRUCK ASSEMBLY PLANT

09/15/2009

Built Date

08/24/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 51 CHICAGO

Market

Dealer Dealer Address
Dealer City

65062 PALMEN MOTORS INC 5431-75TH STREET KENOSHA

Dealer State

Dealer Zip 53142

Owner Address

LAKE BLUFF IL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default Corporate - Complaint Contact - Default - Default - Default

Customer stated steering linkage went out.

Customer states that his steering linkage broke in Canada and he had to pay for the repair. Customer states that he had the steering linkage recall repaired in July, but when he returned from Canada on Monday 9/14/09. There was a new recall notice from Chrysler stating that the steering linkage needed to be replaced again. Customer is seeking reimbursement for this repair as the steering linkage was bad. Customer states there is still one more part to be replaced on his vehicle and could not be replaced in Canada, due to no parts there. Customer states he is taking his vehicle into dealer 65062 for this repair on Tuesday 9/15/09. Customer is seeking help with the rest of this repair. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number 18932128. Advised customer the goodwill offer is dependent upon verification of all documents requested. Customer called in with an update as to what is going on with his vehicle. Customer states that there is shaking in the front end and the dealer is going through the vehicle to see if there was any other damage done to the vehicle. Customer also states that the dealer did give him a rental and they have the parts so the repair should be done by tomorrow. Agent attempted to contact dealer Service Advisor Bruce, however, SM not available. Left message for a return call. Provided enough information to give SM the ability to understand the reason for the contact Provided dealer with agents extension, which is 66013 Agent attempted to contact the customer on 9/23/09 at 11:25 am MST on the customer s Work phone. Agent left message, name/NIC requesting a return call SA Bruce called and leftvoice mail. Writer called and left message for SA Bruce. SA Bruce stated that the recall was done correctly, that it was the front right tie rod end that broke, not recall parts. SA Bruce stated that he

has shown customer that it was not the recall parts that broke and informed customer that he could try and get reimbursement if he wanted.

Customer Assistance Inquiry Record (CAIR)#

18934884

VIN

3D7KS28C3 6G

Open Date

Model Year In Service Dt Plant

2006 03/25/2006 G

Body

DH7H42

Mileage

76,000

SALTILLO TRUCK ASSEMBLY PLANT

09/16/2009

Built Date

01/13/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

68648 ATASCOSA CPDJE LTD 110128 IH #37 PLEASANTON

Dealer State

Dealer Zip 78064

Owner Address

CAMPBELTON TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-09-14 Road Side File Created 09-16-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 6135 US HIGHWAY 281 S 110128 IH #37 US HIGHWAY 281 ALTERNATE CAMPBELLTON PLEASANTON TX USA TX CALLER_COMMENTS BROKEN TIE ROD, 6135 HWY 281 TOW_ DEALER CODE : 68648 ATASCOSA CPDJE LTD

Customer Assistance Inquiry Record (CAIR)#

18937545

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C0 5G

Open Date

09/16/2009

Built Date

06/08/2005

2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

10/24/2005 Mileage

37,244

Dealer Zone

42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

64077 ROSEVILLE CHRYSLER JEEP INC

Dealer Address

25800 GRATIOT AVE

Dealer City

ROSEVILLE

Dealer State

Dealer Zip 48066

Owner Address

GROSSE POINTE MI

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Other - Default - Default - Default Recall - E17: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall Dealer - Service/Body Shop - Transaction - Problem Not Resolved - Default Product - Steering - Unknown - Defective - Default

Customer asked for the towing assistance. Customer is aware of the recall. Customer is aware of the recall. Customer states that dealership 64077 refused to service the vehicle. The vehicle broke down due to the steering.

--------

Customer states that the vehicle broke down due to the steering and there

is a recall for the same. She asked for the towing assistance. Agent

provided the 24/7 towing assistances # to her. Customer was very

irritated and not ready to give any information neither cooperative.

Customer disconnected the call arrogantly.

--------

Customer did not verify the dealership s name she had been to last time

and disconnected the call. The only information that is captured is the

dealership location in Roseville and the name of the dealership is

(ROSEVILLE CHRYSLER JEEP INC).

--------

Customer called in seeking supervisor.

**** Internal Ecsalation ?ES738? ****

Mr.

claims the passenger side tie rod has broken, because of

the recall H460.

The vehicle is towed to the dealership and customer is calling Chrysler

to check for the same.

Writer advised customer that let the dealership inspect the vehicle and

if the damages are because of recall H460, then Chrysler will speak with

the dealership for more assistance regarding damages.

Customer not willing to co-operate and stated he will not speak with the

dealership and insisted a call back form Chrysler within 24 hours.

Writer informed caller that a call back can not be arranged and we will

assist you by discussing the concern with the dealership.

Caller was very adamant and disconnected the line.

Customer Assistance Inquiry Record (CAIR)#

18937600

VIN

3D7KS26D2 5G

Open Date

Model Year In Service Dt Plant

2005 05/25/2005 G

Body

DH7H62

Mileage

50,000

SALTILLO TRUCK ASSEMBLY PLANT

09/16/2009

Built Date

04/26/2005

DODGE RAM SLT 2500 REG. CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

44591 NEWARK DODGE INC 250 ELKTON ROAD NEWARK

Dealer State

Dealer Zip 19711

Owner Address

LINCOLN UNIV PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Reimbursement Referral - Tier 2.5 - Internal Escalation - Default - Default Product - Suspension - Lower Control Arms/Ball Jnts - Broken - Front-Driver Product - Steering - Linkage - Defective - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Wheels and Tires - Tires - Defective - Front Product - Suspension - Upper Control Arms/Ball Jnts - Broken - Front-Driver
Mr. Morris states he had called CAC previously because he was having a problem with the front end. Customer states he was informed that he will have to pay for the repairs since the warranty had expired. Customer states while he was driving he lost control of the vehicle and damaged the front end. Customer states he took the vehicle to an IRF and they replaced the tie rod, tires, linkage, upper and lower ball joints and had to pay $2000. Customer states he received the recall letter H46 and wanted to know if he can be reimbursed for the repairs he had paid. Agent transferred the call to tier 2.5. Transfer approved by ES738. Writer informed customer to send the original repair order and receipt into the recall reimbursement center and they would review his case and decide whether or not it was part of the recall.

Customer is seeking reimbursement Goodwill assistance Lower ball joints were replaced Steering linkage was replaced Tie rods were replaced Tires were replaced Upper ball joints were replaced

Customer Assistance Inquiry Record (CAIR)#

18939963

VIN

1D7KS28C9 6J

Open Date

Model Year In Service Dt Plant

2006 08/25/2006 J

Body

DH7H42

Mileage

ST. LOUIS ASSEMBLY II NORTH

09/17/2009

Built Date

05/18/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer
Dealer Address
Dealer City

08011 LARRY H MILLER CHRYSLER JEEP DODGE

10905 S AUTO MALL DRIVE

SANDY

Dealer State UT

Dealer Zip 84070

Owner Address

CEDAR CITY UT

Contact Type

TELEPHONE

Home Phone (

Country

UNITED STATES

Recall - H46: - Information Request Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Ms.

calling from 3 rivers Inc states that the vehicle has broken

and can t be driven. Caller states that the vehicle is in Beaver, UT and

there is no dealership near the vehicle location. Caller states that the

tie-rods have broken and this could be due to the H46 recall. Caller

states that they are trying to call various dealers near beaver, but most

of them have closed. Caller states that they have arranged for a tow

truck and wanted to know where they could find a CDJ dealership for

repairs. Caller also wanted to know if they could get reimbursed for this

towing. Agent told the caller that they can take the vehicle to the 44414

dealership. Agent told the customer that if the vehicle has failed due to

a recall repair, then she can file a reimbursement for towing. Caller

states that the 44414 dealership is about 1 hr drive from the vehicle

location. Caller wanted to get reimbursed for towing. Agent told the

customer that reimbursement on towing can t be promised without

diagnosis. Agent told the customer that CAC has no information on cause

for this issue. Agent told the customer that they can tow the vehicle to

44414 dealership and get the repairs completed from the dealership. Agent

informed the caller that they can file for reimbursement after completing

the repairs. Agent informed the customer about the documents needed for

reimbursement. Agent gave the reference number and the fax number to the

caller.

Recall information. Tie-rods broken.

Customer Assistance Inquiry Record (CAIR)#

18945554

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7LS38C9 5G

Open Date

09/18/2009

Built Date

10/14/2004

2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

11/19/2004 Mileage

61,287

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEE

6-SPEED HD MANUAL TRANSMISSION

Dealer Dealer Address
Dealer City

43134 MARTIN SWANTY CHRYSLER DODGE JEEP

2640 EAST ANDY DEVINE AVENUE

KINGMAN

Dealer State

Dealer Zip 86401

Owner Address

YUCCA AZ

Contact Type
Home Phone
Country

TELEPHONE
(928) 530-5400 UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Steering - Power Rack and Pinion / Gear - Other - Default
Writer received call from customer seeking reimbursement for recall repair. Customer states he thought recall notice was for his other truck, did not have completed on this vehicle, and later, steering linkage broke. Customer had steering system replaced at IRF. Writer advised customer that if it is the same repair as described in the recall, we can reimburse for the repair. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. ****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? customer seeking reimbursement for recall repair What are the customer s expectations? customer seeking reimbursement for recall repair What is the root cause of the contact? steering linkage recall ****End structured narrative T2 - Beginning Narrative

Customer Assistance Inquiry Record (CAIR)#

18949306

VIN

3D7KS28CX 5G

Open Date

Model Year In Service Dt
Plant

2005 07/13/2005 G

Body

DH7H41

Mileage

101,000

SALTILLO TRUCK ASSEMBLY PLANT

09/21/2009

Built Date

01/18/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Owner Address

HUNTSVILLE TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Unknown - Defective - Default Recall - H46: - Advise Owner/Incomplete Recall Recall - H46: - Information Request Recall - H46: - Reimbursement

Drag ling and inner joints on the steering were replaced. Is aware of the open recall. Seeks information on H46 recall. Seeks reimbursement for the recall.

Mr.

called in seeking for reimbursement as received a recall H46

notification however the repairs on the steering were performed due to

the breakage of the drag link and Inner Joint on the steering. Customer

is seeking for reimbursement. Agent suggested the customer to send the

Invoice, proof of payment, along with a covering letter to the CAC

reimbursement address so the case can be reviewed. Agent gave the

reference no for further correspondence. Customer states that he had to

get the vehicle towed hence is asking can he get reimbursed for the

towing. Agent suggested the customer to send the documents and the

decision would be made after the verification and review of the

documents.

Inner joints and the drag joints were replaced hence is seeking for

reimbursement.

No Commitment made for reimbursement.

Customer Assistance Inquiry Record (CAIR)#

18949823

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29CX 7G

Open Date

09/21/2009

Built Date

07/12/2006

2007

Body

DH7H81

DODGE RAM SLT 4X4 2500 MEGA CAB

02/16/2007 Mileage

45,156

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

68583 STERLING CHRY-DODGE-JEEP

Dealer Address

5504 I-49 NORTH SERVICE ROAD

Dealer City

OPELOUSAS

Dealer State

Dealer Zip 70570

Owner Address

OAKDALE LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Recall - H46: - Reoccurance or Related Problem
Customer stated he had gone to 44454 to replace the pitman arm that had broken and to have an oil changed done. He stated he was not aware that there was a recall or that the dealer addressed it. The vehicle is currently at and IRF in LA for wheel alignment and is being told that the recall was not performed. Informed him that he can take it to any authorized dealer to diagnose the vehicle and that it has to be exactly what the recall is or he may be charged with a diagnostic fee that he would be responsible for. He stated he contacted 44454 and was told that they did a visual inspection and did not find anything wrong pertaining to the recall. The vehicle is up on a lift at the IRF and will contact his selling dealer to have someone go look at the vehicle. Informed him that is something he would need to work out with the dealer.

Customer Assistance Inquiry Record (CAIR)#

18956049

VIN

1D7KS28C9 6J

Open Date

Model Year In Service Dt Plant

2006 04/01/2006 J

Body

DH7H41

Mileage

90,000

ST. LOUIS ASSEMBLY II NORTH

09/23/2009

Built Date

10/04/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer
Dealer Address
Dealer City

45070 BROWN'S DULLES DODGE 4105 AUTO PARK DRIVE CHANTILLY

Dealer State VA

Dealer Zip 20151

Owner Address

ALEXANDRIA VA

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Steering - Unknown - Other - Default
Product - Steering - Unknown - Defective - Default Corporate - Complaint Contact - Default - Default Default

Customer requests reimbursement for teh steering set replacement Customer states the steering arm broke a month ago

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states the steering arm broke a month ago and chrysler should have issued a recall on this. What are the customer s expectations? Wants chrysler to reimburse the repair cost ****End structured narrative T2 - Beginning Narrative Customer states few months ago he was at a chrylser dealer for the recall service on the steering linkage. The recall was completed and dealer told him everything is ok. Customer alleges that the steering arm broke a month ago while he was driving at 50 MPH; the front end came apart. He was advised by dealer 41838 that he would need a brand new redesigned set of steering. The vehicle was not diagnosed by a CJD dealer but the customer had spoken with them (Dealer41838) over the phone. Customer had ordered the part through the dealer and had the vehicle serviced by his own mechanic. Customer states this was a safety issue and chrysler could not redesign this part for nothing. Customer wants to know if there a recall on it; if not why? Customer expects chrysler to reimburse for the cost of the parts and says there should be a recall on this. The steering set had been replaced a month ago. Customer says he still has the broken part; the ball joint came apart from the front end; This absolutely needs to be addressed somehow. Customer would like someone to take a look a it. Writer empahtized with customer. Informed customer that chrysler redesigns parts for many differents reasons and that doesn t mean necessarily there should be a recall. Advised customer that if ever in the future, chrysler issues a recall on this, a letter will be sent out and customer will have the option to request a reimbursement. Advised customer that at this point the repairs are already completed, the vehicle had been serviced at an non-chrysler dealer and chrysler could not reimburse for a repair performed at a non-chrysler dealer. * * * * REIMBURSEMENT REQUEST HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Reviewed by CP730 Customer requested to get Chrysler address so that his lawyer can take further steps in this matter. Agent provided address: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR).

Customer Assistance Inquiry Record (CAIR)#

18956764

VIN

3D7MS48C1 5G

Open Date

Model Year In Service Dt Plant

2005 08/27/2005 G

Body

DH8H42

Mileage

260,000

SALTILLO TRUCK ASSEMBLY PLANT

09/23/2009

Built Date

05/02/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

44107 ACADIANA DODGE INCORPORATED

Dealer Address

1700 SOUTHEAST EVANGELINE HIGHWAY

Dealer City LAFAYETTE

Dealer State

Dealer Zip 70508

Owner Address

OPELOUSAS LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Worn - Default Product - Suspension - Tie Rods / Drag Link - Worn - Unknown Corporate - Company Information Contact - Default - Default - Default Recall - H46: - Information Request

Had it replaced. Seeks reimbursement. Had it replaced. Seeks reimbursement. Provided the PO BOX address. Talks about recall #: H46.

Customer seeks recall information. Talks about recall #: H46. States that he was on the road. 05/27/09. 700 miles from home. Tie rod broke. 04.30 a. m in the morning. Took the vehicle to an IRF on the side of the road. Also called 44107. Ordered the parts from the dealership. Had it sent over to the IRF. States that he has the receipts for the parts and not for the labor. Seeks reimbursement for recall #: H46. Informed the customer that the receipts for the labor would be needed for considering the reimbursement for the labor. Asked the customer to send in the original receipts to: Chrysler LLC Recall Center P. O. Box 21-8007 Auburn Hills, MI 48321-8007. No commitments made. ------------

Customer Assistance Inquiry Record (CAIR)#

18961688

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48A8 7G

Open Date

09/24/2009

Built Date

05/21/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

08/23/2007 Mileage

47,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer Dealer Address
Dealer City

59799 BREEDEN DODGE INC 5900 HIGHWAY 71 SOUTH FORT SMITH

Dealer State

Dealer Zip 72908

Owner Address

HAVANA AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Lemon Law - Default - Default - Default Corporate - Complaint Contact - Default - Default - Default

customer claims that today a tie rods feel off customer wants to file lemon law

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? customer very disapointed with his truck What are the customer s expectations? customer is filing for lemon law ****End structured narrative T2 - Beginning Narrative # # # # # ATTENTION SERVICE DIRECTOR/MANAGER # # # # # Owner is seeking relief under the state lemon law This CAIR is being assigned to your dealership for further handling and review with your District Manager and/or Business Center in an attempt to resolve customer s concern. The information below was compiled based on corporate records. Please contact this customer with next steps and update this CAIR. + + + + + + + + + + Lemon Law Research + + + + + + + + + + 1. What does the customer allege is wrong with the vehicle?To many things, the check engine light has come on over 5 times 2. Was the vehicle purchased new or used?New 3. If used, what number owner is the customer?New 4. Per the warranty history, how many related repairs have there been?12 5. Date of first related repair attempt?12/07 6. Mileage of first related repair attempt?5213 7. This vehicle was purchased in what state?AR 8. Is this a safety state?Yes 9. Has there been a Direct-to-Dealer CAIR previously sent?No 10. Has there been any Business Center involvement?no 11. Is the vehicle currently at an authorized dealer?no 12. Does the condition described by the customer still exist- yes, today a tie rod broke on his truck and the check engine light is still on. The only thing the customer has been told is their file will be reviewed and/or handled by the local Business Center and Dealer, and if the condition still exists, to take their vehicle to the dealer

regardless of this request. REASSIGNED TO BC/DLR 63 59799 09/24/09 15:41 O 18961688 Customer said MP977 told him to call Monday if he hasn t hear anything about his Lemon Law request. Writer informed him there are no new updates, case is still under review and advised him to give it more time. *Contact Date:09/29/2009 Service Manager at the dealership has updated the Cair# 18961688 An appointment has been set with the customer. Owner to bring vehicle to dealer for inspection of concerns 10/2/09 *Contact Date:10/05/2009 Dealer 59799 has updated the mileage to 45498. Service Manager at the dealership has closed the Cair# 18961688 Warranty repair has been documented on Repair Order#26501 CAIR RETURNED FROM DEALER ON 10/05/2009 AT 04:00:125 R 18961688

Customer Assistance Inquiry Record (CAIR)#

18966754

VIN

3D7KS28C5 5G

Open Date

Model Year In Service Dt Plant

2005 08/23/2005 G

Body

DH7H42

Mileage

53,000

SALTILLO TRUCK ASSEMBLY PLANT

09/27/2009

Built Date

03/31/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

06139 DELUXE MOTORS INC 711 FORT STREET MILES CITY

Dealer State

Dealer Zip 59301

Owner Address

JORDAN MT

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-09-25 Road Side File Created 09-27-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: E ROSS ROAD 711 FORT STREET STATE HIGHWAY 200 COHAGEN MILES CITY MT USA MT CALLER_COMMENTS TIE ROD BROKEN, RIGHT FRONT TIRE DEALER CODE : 06139 DELUXE MOTORS INC

Customer Assistance Inquiry Record (CAIR)#

18979639

VIN

3D7LS38C5 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H42

12/06/2004 Mileage

84,058

SALTILLO TRUCK ASSEMBLY PLANT

10/01/2009

Built Date

11/09/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

43347 TOM ADDIS DODGE INC 314 W CLAYTON AVE COEUR D ALENE

Dealer State ID

Dealer Zip 83815

Owner Address

ATHOL ID

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Recall - H46: - Reimbursement

Seeking recall reimbursement.

POSTMARK DATE: 092209; DATE RECEIVED: 092509

The customer is requesting reimbursement for the repairs related to

recall STEERING LINKAGE (H-46). The vehicle was repaired at an authorized

dealership, Tom Addis Dodge Inc., 43347 on 06/14/07 mileage 84058 miles.

****************************

As per the repair invoice: -

Dealership traced Drag link, ball joint were broken. All tie-rods very

loose, U-joints, Not correct Damper.

Damper: -$150.08

Outer Tie-rods: - $117.35

Outer Tie-rods # 2: - $40.28.

Inner Tie-rods: - $156.80.

Inner Tie-rods # 2: - $53.81.

Total Parts: - $518.32.

Total Labor: - $240.00 + $49.95 (alignment) = $289.95

Total amount: - $839.37.

The customer has not sent proof of payment document.

****************************

Agent called up the dealership (2086644000) and spoke to Dave, Parts

department. Dave helped with the part number for the inner tie-rods.

Agent reviewed the case and decided to reimburse the amount as the

repairs are related to Recall H-46. Chrysler would reimburse the customer

for parts & labor involved in the repairs (Dampers, Inner tie-rods &

alignment) i.e.:-

Damper: -$150.08

Inner Tie-rods: - $156.80.

Inner Tie-rods # 2: - $53.81.

-----------------------------------

Total parts: - $360.69

-----------------------------------

Labor: - $200.00

Tax: - 20.00

Total: - $580.69

*****If the customer sends the proof of payment document. *******

Agent called up the customer (

) and left a message to call back

with the reference number.

****next agent

If the customer calls back with the reference number, Please inform the

customer to send the proof of payment document so that the case could be

further reviewed.

*****************************************

****Based on the updates about the recall H-46.

Agent called up the dealership spoke to Joe, Joe informed that the

Original factory parts was replaced and not the Defective Mopar part.

Agent decides to decline the request for reimbursement.

Agent called up the customer (

) and informed that Chrysler

would not reimburse for the repairs. The agent educated the customer that

the recall was for the Defective mopar part and not on the original

factory part. Informed the customer about the pending recall.

Customer Assistance Inquiry Record (CAIR)#

18979876

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH46A8 7G

Open Date

10/01/2009

Built Date

04/03/2007

2007

Body

DC8L63

DODGE RAM 4X4 3500 REG CAB CHASSIS

06/18/2007 Mileage

42,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

60221 DEVENY CHRYSLER JEEP DODGE

Dealer Address

401 E B ST

Dealer City

MC COOK

Dealer State

Dealer Zip 69001

Owner Address

HAYES CENTER NE

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver Product - Unknown - Unknown - Accident - Default Corporate - Property Damage - Default - Default - Default
Customer contacts WAM via cell phone indicating he had an accident. Customer claims the drivers front tie rod end broke and vehicle rolled into a canyon. Customer going to the Doctor has a sholder injury and truck is damaged. No property damage. Customer is having vehicle towed back to the address listed. There is a police report filed in Hayes Center Nebraska, as accident happened approximately 10 1/2 miles NE of there. Insurance is through Farmers Mutual, Agent is Rick Einspier(Hometown Insurance)./dir *************************************************************************** VEHICLE IS LOCATED AT: Address on primary cair *************************************************************************** Per OGC Matrix, reassigned to 82T. JSS15. INCOMPLETE RECALL: H46 STEERING LINKAGE 10/1/09 ASSIGN TO LSE6. CAIR NUMBER 18979876 REQUEST EAA INSPECTION 10-01-2009 15:08 CAIR NUMBER 18979876 E-MAIL SENT TO EAA 10-01-2009 15:08 CCRG Open Date: 10/01/2009 14:53:55 Letter Sent: Acknowledgement 10/02/2009 10:31:36 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 10/12/09 AT 08:42:38 18979876 Writer reassigned to 82T as cautomer has not heard form SI/ 10/19/09 UPDATED CCRG FILE. LSE6. CCRG Close Date: 11/04/2009

Accident accident

Customer Assistance Inquiry Record (CAIR)#

18980334

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX38A2 7G

Open Date

10/01/2009

Built Date

03/29/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

06/19/2007 Mileage

57,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

68760 DAVIS-MOORE AUTO GROUP INC

Dealer Address

3501 NO. 14TH STREET

Dealer City

PONCA CITY

Dealer State

Dealer Zip 74601

Owner Address

TONKAWA OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Tier 2.5 - Internal Escalation - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Corporate - Complaint Contact - Default - Default - Default Recall - H34: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall
Customer states that he has had the tie rods replaced once before. He states that the same one has broken again. Customer feels Chrysler should assist him with the repairs. Agent informed the customer about the pending recalls on his vehicle. Agent transferred the call to Tier 2.5 for further assistance. ****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer, (owns 1 current, 0 previous & 0 household vehicles / NO Service Contracts) requesting goodwill For tie rod repair done 4 months ago by a IRF using Chrysler parts. What are the customer s expectations? To be help with some/full financial backing ****End structured narrative T2 - Beginning Narrative Vehicle is at river side on owners farm and owner is driving into dealer 68760 to pick up parts. Advised caller to speak with the service department for suggestions on getting a diagnoses. Informed customer that before Chrysler considers offering any goodwill assistance outside of warranty, a diagnosis would need to be performed by an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that any authorization for a Chrysler, Dodge, or Jeep dealer diagnosis would be at their discretion and expense. No commitment for goodwill assistance has been made at this time. Customer is seeking out of warranty assistance in the form of toe rod repairs. Writer gave no promises or quotes. Customer is aware of recall h34 & H46. Customer states that he spoke to the dealership. Seeks assistance with

Customer seeking assistance Tie rod has broken

the replacement of the tie rods. Transferred to T2.5. ****** Owner is calling back about the same situation with his tie rods. Owner claims this is the second time this has happened and it appears he is going to have to replace everything on his front end. Owner stated the diagnosis has not been performed. Writer recommended diagnosis. Owner claims the vehicle is not drivable and is upset that he is going through this situation again. Owner is unhappy with the product he purchased and with Dodge. Owner claimed he is going to tell everyone about his unsatisfactory experience with Dodge. Writer stressed the fact that we need a diagnosis in order to determine assistance. Owner is upset and does not want to pay $300.00 for diagnosis. Writer advised about recalls H46 and H34 again.

Customer Assistance Inquiry Record (CAIR)#

18981023

VIN

3D7KS29C7 6G

Open Date

Model Year In Service Dt Plant

2006 01/02/2006 G

Body

DH7P81

Mileage

121,800

SALTILLO TRUCK ASSEMBLY PLANT

10/01/2009

Built Date

11/28/2005

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

44136 BOB RUWART MOTORS INC

Dealer Address

2105 NORTH 16TH STREET

Dealer City WHEATLAND

Dealer State

Dealer Zip 82201

Owner Address

LUSK WY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Customer states that tie rod ends need to be replaced

Front

again.

Corporate - Complaint Contact - Default - Default - Default

Recall - H46: - Other

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer is stating that his steering has been a problem since almost day one. What are the customer s expectations? Customer is seeking help with this repair. ****End structured narrative T2 - Beginning Narrative Customer states that his tie rod ends needs replacing. Customer states that the dealership has told him that the recall notice he received is not dealing with this vehicle. Customer states that the tie rod separated while driving and that the tire was not being held on by anything. Customer states this is the 4th time that the steering, and tie rods have had to be replaced. Customer states that he has seen a copy of a service alert on this vehicle. Customer states that he is not sure if the recall notice he received a couple of weeks ago and the service alert are the same. Customer states that he has had problems with the steering since the vehicle had about 10,000 miles. Customer states that he was told that the steering problems are caused by the roads he drives. Customer states that his other Dodge vehicles are not having this issue. Customer states that he has been told that he has been told that is the way the vehicle drives. Customer states that this is a consistent problem and would like it fixed. Recall does deal with vehicle but this part of steering is not on recall, and that the part of the recall on his vehicle is working correctly according to dealer. Customer states that it is the pitman are on the recall. Customer want to know what is causing this issue with his steering. Customer is seeking help with this repair because he has to have it replaced 3 times already. Customer states that the following items are needing to be replaced tie rod ends, steering dampener, arms. All of these items are connected together and that is why the pricing is over $1000. Customer states that no matter what he has replaced he still has a vibration in the vehicle. Customer would like to have some satisfaction with this vehicle repair. Customer states that another complaint with

this is vehicle is. Customer states that the vehicle squats to easy when

you load the bed. Customer would like the engineers to take a look at

this issue for further developments of this vehicle.

(pitman arm)

Customer was advised that due to the nature of their contact a call back

required and will take place within one business day.

Preferred call back number is

ranch

house. Reassigned to 88F

Customer stated that his vehicle is being looked at for the recall.

Agent called customer and they discussed the above situation. Customer

informed agent that they had replaced the tie rod five times already.

Agent will authorize reimbursement for the cost of parts ($542.70).

Advised customer to submit original repair order & proof of payment to:

Chrysler Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321

Advised customer to make a copy of these documents for their records.

Asked the customer to include a brief letter of explanation & request,

including their name, address, phone number, VIN, & reference number

(CAIR). Advised customer the goodwill offer is dependent upon

verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

18984544

VIN

3D7MX48C4 6G

Open Date

Model Year In Service Dt Plant

2006 11/26/2005 G

Body

D18H42

Mileage

109,000

SALTILLO TRUCK ASSEMBLY PLANT

10/02/2009

Built Date

10/20/2005

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

44690 MARK DODGE, CHRYSLER, JEEP, LLC

Dealer Address

3777 GERSTNER MEMORIAL DRIVE

Dealer City LAKE CHARLES

Dealer State

Dealer Zip 70607

Owner Address

LAKE CHARLES LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Cusotmer seeking reimbursement.

Referral - Tier 2.5 - Internal Escalation - Default - Default

Customer states that the vehicle met with an accident.

Corporate - Complaint Contact - Default - Default - Default

Customer is calling in stating that front end tie rods broke while driving on the freeway back in July of this year. Customer states that he took vehicle to an IRF. He is now requesting reimbursement. Writer informed the customer due to the repairs being done at an IRF it is not a guaranteed. Customer is not covered under warranty and hasnt had it since 73000 miles ago. Writer did provide the reimbursement information to the customer. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number 18984544. Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

18995278

VIN

3D7MX48C0 6G

Open Date

10/07/2009

Built Date

11/01/2005

Model Year 2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

In Service Dt 09/30/2006 Mileage

200,000

Dealer Zone 66 ORLANDO

Plant

SALTILLO TRUCK ASSEMBLY PLANT

Market

Color

PR4

FLAME RED CLEAR COAT

Engine

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

Transmission DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Owner Address

HIRAM GA

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Vehicle involved in an accident due to the recall.

1. Who is calling and what is their contact information? Owner Preferred: Alternate: NA 2. What happened? Customer was hauling a tralior when he lost control of the vehicle and ended up in the median on I24 with the trailor on top of the bed. Customer alleges this may be a result of the open recall. 3. What is the current location of the vehicle? At owners home address. left vm *************************************************************************** Per OGC Matrix, reassigned to 82T. JSS15. VEHICLE LOCATION: 110 MORELAND CIR HIRAM , GA- 30141 INCOMPLETE RECALL: H46 STEERING LINKAGE 10/8/09 ASSIGN TO TNT16. CAIR NUMBER 18995278 REQUEST EAA INSPECTION 10-08-2009 15:15 CAIR NUMBER 18995278 E-MAIL SENT TO EAA 10-08-2009 15:15 POSTMARK DATE: 100609; DATE RECEIVED: 100909 *************************************************************************** Received subrogation package from Progressive Insurance. Per OGC Matrix, reassigned to 82T. JSS15. 10/9/09 UPDATED CCRG FILE. TNT16/LSE6. CCRG Open Date: 10/08/2009 15:04:30 Letter Sent: Acknowledgement 10/09/2009 11:04:43 POSTMARK DATE: 100609; DATE RECEIVED: 101209 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 10/13/09 AT 09:34:25 18995278 POSTMARK DATE: 101309; DATE RECEIVED: 101409 Imaged supporting documents from EAA to claim. Per OGC Matrix, reassigned to 82T. JSS15. 10/15/09 UPDATED CCRG FILE. TNT16/LSE6/ The customer called with the reference number 18995278. The customer seeking information regarding the above mentioned concern. The agent reviewed the information and transferred the call to tier2.5 for further assistance. Customer called in for recall reimbursement. Customer never received notification as to the decision on his vehicle. Customer has a completed

estimate for the body work on his vehicle, customer would like to speak to someone about getting his vehicle fixed due to the recall causing an accident. Advised customer that writer will reassign the case back to our legal dept and someone will be contacting him with an update - no timeframe given. *************************************************************************** Per OGC Matrix, reassigned to 82T. JSS15. 10/28/09 UPDATED CCRG FILE. TNT16/LSE6.

Customer Assistance Inquiry Record (CAIR)#

18996774

VIN

3D7MS48C1 5G

Open Date

Model Year In Service Dt Plant

2005 07/30/2005 G

Body

DH8H42

Mileage

179,932

SALTILLO TRUCK ASSEMBLY PLANT

10/07/2009

Built Date

05/16/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

43736 BROWN DODGE-CHRY-JEEP

Dealer Address

I-35 AND HIGHWAY 173

Dealer City DEVINE

Dealer State

Dealer Zip 78016

Owner Address

MOORE TX

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Recall - H46: - Reimbursement
Product - Suspension - Tie Rods / Drag Link - Other Unknown

Customer is seeking reimbursement for recall [#H46] repairs
Customer states the tie rods fell off.

POSTMARK DATE: 092809; DATE RECEIVED: 100309 Customer had previously contacted Chrysler seeking reimbursement for the recall ?#H46 Steering Linkage? repairs performed. The concern was reviewed in the previous cair ?#18943762? and the customer was requested to provide the proof of payment for the repairs related to recall for $536.18. *********************************************************** Customer has now provided the credit card slips for the payment made for $536.18. The breakup cost of the recall repair is mentioned in the previous cair. As the repairs are related to recall, Chrysler will review the reimbursement of $536.18. Note: Reimbursement not to be discussed with the customer as of now. *********************************************************** Agent updated the coin, mileage and the servicing dealership There is an incomplete recall ?#H46 Steering Linkage? on the vehicle. Agent is submitting check request to 85K for $536.18. *********************************************************** Recall still open - No prior repair history to suggest Mopar parts related to recall..Parts installed are good parts - Non related to H46....Given time and mileage on the vehicle - Request for recall and goodwill will be declined....Contact customer and advise - close CAIR Writer will delete check request. *********************************************************** Called on the primary#, no response. Called the other# and informed customer that the parts are not related to recall and hence Chrysler will decline reimbursement. Customer said the tie rod fell and he received a recall. Agent tried to explain about the recall on the Mopar part. Customer was not ready to understand. Customer was unhappy. Before agent could inform about the pending recall, customer hung-up. Agent updated the coin, mileage and the dealership. Becky the service manager at 43736 called to ask why the recall reimbursement was declined. Writer informed the dealer that the customers

repair was an original repair and the recall is only for parts that had been replaced on a previous repair as per DealerConnect recall h46. Dealer continued to argue about how the customer was informed about the decline and didn t understand why the recall didn t apply. Writer repeated the information and after the dealer still continued to be argumentative, transferred to a supervisor. ***Supervisor Call*** Writer spoke with Becky from 43736 and explained the recall again. Dealer was very irate and continued to complain about how the situation was handled. Writer advised the dealer that we could not change the recall and that if she required further explanation that she should contact her Business Center for assistance.

Customer Assistance Inquiry Record (CAIR)#

19000097

VIN

3D6WX46C2 6G

Open Date

Model Year In Service Dt Plant

2006 06/12/2006 G

Body

D18L62

Mileage

71,000

SALTILLO TRUCK ASSEMBLY PLANT

10/09/2009

Built Date

03/13/2006

DODGE RAM 3500 ST REG CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer Dealer Address
Dealer City

68739 EAST TENNESSEE DOD-CHRY-PLYM-JEEP

2712 NORTH MAIN ST.

CROSSVILLE

Dealer State

Dealer Zip 38555

Owner Address

. ROCKWOOD TN

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-10-07 Road Side File Created 10-09-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 3070 WESTEL ROAD 2712 NORTH MAIN ST. MT VERNAL ROAD ROCKWOOD CROSSVILLE TN USA TN CALLER_COMMENTS DUALLIES/DIESEL, TIE ROD BROKE UN DEALER CODE : 68739 EAST TENNESSEE DOD-CHRY-PLYM-JEEP

Customer Assistance Inquiry Record (CAIR)#

19011616

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C1 7J

Open Date

10/14/2009

Built Date

12/08/2006

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

05/03/2007 Mileage

52,830

Dealer Zone 35 WASHINGTON

ST. LOUIS ASSEMBLY II NORTH

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

57987 I M JARRETT & SON INC

Dealer Address 335 S YORK ROAD

Dealer City

HATBORO

Dealer State PA

Dealer Zip 19040

Owner Address

CONSHOHOCKEN PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver Corporate - Complaint Contact - Default - Default - Default Recall - H46: - Advise Owner/Incomplete Recall

customer states tie rod end just broke

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer is calling to document issue has had and to see if any recalls What are the customer s expectations? information and documentation ****End structured narrative T2 - Beginning Narrative Customer calling to have recent experience and issue documented here and to see if any recalls on vehicle. Customer states on 10/11/2009 while driving his tie rod end just broke and it was not due to being worn. Customer is having vehicle repaired and is covered under contract he has but is concerned that this is a severe safety issue and wants Chrysler to know about it. Writer let customer know conern has been documented and did advise customer of recall and to linkage inspected. Writer provided cair number to customer. Vehicle has been inspected while being repaired as well by adjuster. Customer states that the tie-rod has broken. Customer states that the dealership has informed him that there is no recall. Customer states that he was informed by CAC that he has a recall for the same. Customer states that the dealership informed him that the vehicle will be inspected for H46 recall and it s won t cover repairs on the tie-rod. Agent informed the customer that the information given by the dealership was correct.

Customer Assistance Inquiry Record (CAIR)#

19018340

VIN

3D7MX48C4 6G

Open Date

Model Year In Service Dt Plant

2006 04/27/2006 G

Body

D18H42

Mileage

98,352

SALTILLO TRUCK ASSEMBLY PLANT

10/16/2009

Built Date

02/24/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

65686 HEBERT'S TOWN & COUNTRY DODGE

1155 EAST BERT KOUNS

SHREVEPORT

Dealer State

CHRYSLER JEEP

Dealer Zip 71105

Owner Address

KEITHVILLE LA

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Product - Unknown - Unknown - Accident - Default Recall - H46: - Reoccurance or Related Problem Corporate - Complaint Contact - Default - Default Default Corporate - Property Damage - Default - Default Default Recall - H46: - Advise Owner/Incomplete Recall

. Customer believes issues were caused by recall H46 Customer stated that vehicles steering went out and rim broke.

Customer called in stating that her husband was driving vehicle at 65

mph,and the tire just fell off,customer stated that the tie rod broke in

half.Customer stated that her husband lost control of the vehicle,and

veered off the road.Customer stated that the truck was towed to the

dealership.Customer stated that work was done on the steering componets

of the vehicle.Customer stated that she can not tell by the invoice,what

the repairs were.Customer stated that she believes the damage is due to

the recall.Customer stated that it refers to steering damper,and tie rod

in the recall letter.Customer stated that she is seeking reimbursement

for towing and repairs,because repair was due to recall.

Customer was advised that due to the nature of their contact a call back

required and will take place within one business day

Preferred call back number is

Who has possession of the vehicle?Customer

Reassigned to 88F

Writer gave customer reference number.

Customer stated that repair work was done at dealer#65686

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

Spoke to owner

who states he believes recalll H46 caused

damage to his vehicle, these repairs have been completed by 65686.

1. Who is calling and what is their contact information? Owner Jeffrey

Brown

Preferred:

2. What happened? Right front tire fell off, and caused customer to lose control of the vehicle and go off road, and hit a ditch. 3. What is the current location of the vehicle? Customer s home
KEITHVILLE , LA************************************************************************** 10.20.09

Per CAC Matrix, called and spoke to customer @Preferred: Per answer Station 2930 If the vehicle has already been repaired, refer the customer to their insurance company for resolution, and document in the CAIR narrative using the standard paragraph 'T2 - Insurance Contact/SI Related' and the reason code 'Product / Unknown / Unknown / Insurance_Subrogation / Default.' The customer s insurance company holds all rights of recovery through a process called subrogation. I explained above to customer. I spoke to dealer who states the recall was done - but work they did to truck was not recall related. Recall H46 mailed to address on record 04.2009 Customer had work done 10.09 Customer states he will call his attorney

Customer Assistance Inquiry Record (CAIR)#

19029239

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C1 7J

Open Date

10/21/2009

Built Date

10/26/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

07/25/2007 Mileage

96,000

Dealer Zone 63 DALLAS

ST. LOUIS ASSEMBLY II NORTH

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

68425 GILDNER DODGE-CHRY-JEEP INC

Dealer Address 1451 NORTH 10TH STREET

Dealer City

ARKADELPHIA

Dealer State AR

Dealer Zip 71923

Owner Address

GURDON AR

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-10-19 Road Side File Created 10-21-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1 MCKENZIE ROAD 1451 NORTH 10TH STREET ELIA LANE GURDON ARKADELPHIA AR USA AR CALLER_COMMENTS 4 DOOR CAB - BROKEN TIE ROD ON FR DEALER CODE : 68425 GILDNER DODGE-CHRY-JEEP INC

Customer Assistance Inquiry Record (CAIR)#

19042529

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MS48C8 5G

Open Date

10/26/2009

Built Date

08/16/2004

2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

12/09/2004 Mileage

59,414

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEE

6-SPEED HD MANUAL TRANSMISSION

Dealer

68475 DEQUEEN CHRYSLER PLYMOUTH DODGE

Dealer Address 1111 EAST COLLIN RAYE DRIVE

Dealer City

DEQUEEN

Dealer State

JEEP EAGLE

Dealer Zip 71832

Owner Address

HATFIELD AR

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Transmission / Transaxle - Manual Trans / Transaxle - Other - Customer seeking goodwill or warranty

Default

coverage.

Corporate - Company Information Contact - Default - Default - Default

Corporate - Property Damage - Default - Default - Default

Product - Unknown - Unknown - Accident - Default

Product - Unknown - Unknown - Accident - Single Vehicle Rollover

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer s tie rods fell off and vehicle drove into ditch. What are the customer s expectations? Customer wants to know if warranty will cover the costs or chrysler will goodwill. ****End structured narrative T2 - Beginning Narrative Customer said he was driving and tie rods came off his vehicle and his right wheel fell off and he drove right into a ditch. Customer wants to know if it s covered under warranty. Writer asked customer if he towed his vehicle to a Chrysler dealership and customer said no. Customer said if it s not covered under warranty than he wants Chrysler to help assist him with some goodwill assistance. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Bruce Feerick Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Writer contacted customer. Customer states that he will bring in his vehicle for a diagnosis sometime in the next few days. Writer will contact customer back on 10/30/09. U.S.A.A. Insurance called and wanted to know the status of the vehicle. Rep is Kim Taddeo 1-8005318722 ext 61495. Wants to be called back when the diagnosis comes in. Writer contacted Mike at 68936. Mike has not yet seen the customer or the vehicle.

2nd attempt made to contact customer on 11/04/09 at 8:26.

Left message indicating another attempt will be made.

Writer contacted customer and advised that if he wished to have this

repair covered under warranty he is going to have to have the vehicle

towed to a CDJ Dealer. They would then diagnose the vehicle and inform

him if this repair is covered. Customer understood.

Customer called in with information for agent JF849. Customer has vehicle

at dealership Dequeen and has got a diagnose and now wants to speak with

JF849 on the resolution regarding her case.

Writer did advise customer of the open recall on vehicle.

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

Writer contacted David at 68475. David states that he will find out if

this is covered under the 7/70 and call me back with that information.

Customer called in regarding follow up, Writer inquired if he had

information from diagnosis, customer said no, customer states he is just

returning his call. Writer informed customer JF849 is unavailable and

offered to connect to voicemail, customer agreed.

Writer found that the repair is not covered under the 7/70 as per Mike s

diagnosis. Writer will contact customer back to inform him of the

findings.

Writer contacted customer back. Customer is very upset that this part is

not covered under warranty. Customer is alleging that the tie-rod is

defective and caused this failure. Customer states that this should be a

recall and believes that it is. Writer informed customer of recall H46,

and that it was on the steering linkage specifically.

1. Who is calling and what is their contact information? Jill Feerick

owner of the vehicle. Jill s husband Bruce opened the CAIR.

Preferred

2. What happened? The customer s husband was driving down a country road

when the tie-rod fell out and caused the vehicle to crash into the side

of the road. Customer states that the tie-rod failure caused the

accident.

3. What is the current location of the vehicle? Dequeen CPD. The address

DEQUEEN AR

Their Phone number is

**************************************************************************

11.10.09

VEHICLE LOCATED AT:

DEQUEEN CHRYSLER PLYMOUTH DODGE

1111 EAST COLLIN RAYE DRI

DEQUEEN AR 71832

870-642-3604

Per OGC Matrix, reassigned to 82T (CCRG 888.922.7329). MG17.

POSTMARK DATE: 110209; DATE RECEIVED: 111009

INCOMPLETE RECALL: H46 STEERING LINKAGE

11/10/09 ASSIGN TO TNT16.

CAIR NUMBER 19042529 REQUEST EAA INSPECTION 11-10-2009 15:08

CAIR NUMBER 19042529 E-MAIL SENT TO EAA 11-10-2009 15:08

**************************************************************************

11.11.09

USAA Ins

Sandra Rizo 800.531.8722

Claim#

1 _

DOL: 10.04.09 _

They are reimbursing insured for damages - this is notification that they

intend to recover amount / they ask we do not settle claim with insured

without protecting recovery rights. _

11/11/09 UPDATED CCRG FILE. TNT16/LSE6

CCRG Open Date: 11/10/2009 09:10:11

Letter Sent: Acknowledgement 11/11/2009 10:15:34

PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 11/12/09 AT 04:19:13 19042529

Customer Bruce called requesting status of case. Writer informed customer

that writer will forward update request to the special investigations

department. Customer complied.

Preferred contact # is 479-394-0191

11/17/09 PLEASE ROUTE THROUGH SPECIAL INVESTIGATIONS/82S. AB1120/LSE6.

**************************************************************************

Per OGC Matrix, reassigned updated CAIR to 82T (CCRG 888.922.7329) MG17

11/18/09 UPDATED CCRG FILE. TNT16/LSE6

Caller is usa insurance seeking any new information. Agent stated to call

back.

Customer is calling and is extremely upset that he is not being informed

of what is going on with his case. Please contact customer with results .

**************************************************************************

11.30.09

Per OGC Matrix, reassigned updated CAIR to 82T (CCRG 888.922.7329) MG17

11/30/09 UPDATED CCRG FILE. TNT16/LSE6

Insurance Company contacts CAC regarding this CAIR. Contact information:

USAA

Christy

18005318722 ext 61609 andrea

Why is the Insurance Company calling? Customer was told that they would

get a response in 12 days and hasnt heard anything.

***************************************************************************

Per OGC Matrix, reassigned to 82T. JSS15.

12/1/09 UPDATED CCRG FILE. TNT16/LSE6

Member from the insurance department called in and was asking for more

information or be able to speak with the representative that is assigned

to the customers case. Customer is out of vehicle and needs to get back

to driving. Insurance member asks that someone call back their company

today and give them information. The number is 1-800-531-8722. Agent can

give any representative the information the claim number for the

insurance company is

Customer called for update per the special investigations team has not

called and updated customer. Writer transferred customer to 888.922.7329

MG17

Customer states that no one at Chrysler has spoken to him since this case

was first opened. Customer is requesting a call back as soon as possible

Writer transferred customer to

***************************************************************************

Per OGC Matrix, reassigned to 82T. JSS15.

12/7/09 UPDATED CCRG FILE. TNT16/LSE56

Customer from USAA is calling in for a denial. She is requesting to be

contacted and faxed a denial. FAX # 1 800 531 8669 reference# 1086522.

Writer informed her that legal department will be notified.

Customer calls stating he has never been contacted by anyone from the

Special Investigation deparment and would like an update on his case.

Writer advised customer to be patient and when a resolution is achieved

he will be contacted. Please call this customer he is very upset.

***************************************************************************

12.15.09

Per OGC Matrix, reassigned updated CAIR to 82T (CCRG 888.922.7329) MG17

12/16/09 UPDATED CCRG FILE. TNT16/LSE6

Letter Sent: Denial 11/17/2009

Mr.

wanting to know status of case. Advised that there is an

entry indicating a letter was sent on 18DEC09.

Customer states he has STILL not received an update on this case. Writer

advised customer that his case will be escalated for review. No call back

or time frame was given. Customer states if someone needs to reach him,

his preferred contact number is

Writer also explained to the customer that the CCRG department has been

closed during the holidays and will be become available 01/04/10.

Writer called customer back and advised that customer will need to call

CCRG at 888-922-7329 (once they re-open) to obtain status of this case.

Customer states due to this drawn out issue, and the fact they they know

3 other people that had the same tie rod issues, and they will not be

purchasing another Chrysler product ever again. Writer advised their

complaint has been document.

Customer called in regards to this case. Customer claims that the

customer has not received any letter about this case. Customer states

that no one has been returning the customer s calls. Writer informed the

customer that a letter was sent, that it looks like a denial, but that

the writer did not have any more information. Writer offered the phone

number for the department that was handling the case. Writer provided

and transferred the customer to 1-888-922-7329.

Customer Assistance Inquiry Record (CAIR)#

19054474

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C8 6G

Open Date

10/30/2009

Built Date

08/05/2005

2006

Body

DH7H41

DODGE RAM 2500 SLT QUAD CAB 4X4

09/17/2005 Mileage

82,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

58081 WACONIA DODGE CHRYSLER JEEP

Dealer Address

905 STRONG DR

Dealer City

WACONIA

Dealer State

Dealer Zip 55387

Owner Address

DELANO MN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Corporate - Complaint Contact - Default - Default - Default
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Broken tie rod. What are the customer s expectations? Wants to know what to do. ****End structured narrative T2 - Beginning Narrative Customer said he pulled into his parking lot at work and his tie rod broke. He wants to know what to do. Writer informed him to contact a Dodge dealer and possibly will have to have vehicle towed, and offered to get him a dealer in his area, but he refused assistance.

Tie rod broken.

Customer Assistance Inquiry Record (CAIR)#

19062154

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C5 7J

Open Date

11/03/2009

Built Date

07/25/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

11/07/2006 Mileage

82,000

Dealer Zone 74 DENVER

ST. LOUIS ASSEMBLY II NORTH

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

45290 OLATHE DODGE

Dealer Address 15500 W 117TH ST

Dealer City

OLATHE

Dealer State KS

Dealer Zip 66062

Owner Address

LENEXA KS

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Corporate - Complaint Contact - Default - Default - Default Recall - H46: - Advise Owner/Incomplete Recall

Customer stated that the tie rod is broken

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer stated that the tie rod on the front passenger side has broke. Dealer 45290 told customer to contact us for goodwill. Customer stated he would like Chrysler to pay for the part and he would pay for labor and wondered if we would do that because they ve redesigned the part. Customer has been working with Jeff Briggs - GM What are the customer s expectations? Customer seeking assistance with repair. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Vehicle is at the dealership Has the vehicle been diagnosed by a CDJ dealer? yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Agent contacted 45290 and spoke with GM Jeff Briggs who stated that he offered the customer a discount of $200.00 off the part. GM Jeff Briggs states that the customer cost fo the part is $271.85 as the total part cost is $471.85. Agent contacted customer preferred number on line 13. CONTACT UPDATE - Customer was contacted today at 2:48 pm mst. Writer left voice mail for the customer to contact the dealership for the goodwill decision . ***********Final Decisoin Made GM stated would cover $200.00 of the cost of the part. As a one-time goodwill gesture, Chrysler/Dealer will assist with $200.00. Customer will be responsible for a co-pay in the amount of $271.85 plus labor. This goodwill is being offered because customer is loyal. # # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # #

ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER The CAC is sending this CAIR because of a goodwill policy decision that was made on behalf of this customer. You have indicated you will be using your DSA to assist this customer. The customer ?has / has not? been informed of this decision. Update and/or close CAIR when complete. If you need to speak with the agent about this CAIR, please call 1-800-992-1997, Agent extention is 66016or you may email us at T2email@chrysler.com # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # REASSIGNED TO BC/DLR 74 45290 11/04/09 16:51 O 19062154 Goodwill offer made and accepted. sfw2 Customer stated that the parts that are replaced in his vehicle are totally redesigned from the ones that came with it. Customer stated that Chrysler needs to look at this issue of the bad parts installed in these vehicles so that no one gets hurt. Customer states that the money is not an issue to him but it s more of a safety issue.

Customer Assistance Inquiry Record (CAIR)#

19065876

VIN

3D7KS28AX 7G

Open Date

11/04/2009

Built Date

06/14/2007

Model Year 2007

Body

DH7L42

DODGE RAM ST 4X4 2500 QUAD CAB

In Service Dt 10/31/2007 Mileage

64,279

Dealer Zone

Plant

SALTILLO TRUCK ASSEMBLY PLANT

Market

Color

PB7

PATRIOT BLUE PEARL COAT

Engine

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

Transmission DBB

Owner Address

HARRAH OK

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Recall - H46: - Reimbursement

Seeking reimbursement for the repairs related to recall H-46.

POSTMARK DATE: 102009; DATE RECEIVED: 102609 The customer is seeking reimbursement for the recall repairs. The customer claims that while driving down the road front end fell out and then the vehicle was towed to the D & L Tire service & Automotive, Independent Repair Facility on 10/01/09. (Mileage not mentioned). ****************************************** As per the repair invoice: IRF replaced Upper Ball Joint, Lower Ball Joint, ADJ Sleeves, Outer Tie-Rods, Shocks, Drag Link and Right outer Tie-Rods. Cost for the labor and parts is not clear enough. Agent called up the IRF, operator asked to call back in about 30 mins. Agent called up the IRF (4052755117) spoke to Dale. Dale asked the to call back tomorrow. Agent called up the IRF (4052755117) spoke to Dale. Dale informed that the customer paid Cash and the total amount was $1901.97. Dale asked to call the customer as all the details are with customer s attorney. Dale did not provide the parts breakdown. Agent consulted with the TB74 and reassigned the case to EJW for further handling. Recall open - no prior repairs to indicate a Mopar drag link has failed. No parts to verify cost - nor are they Mopar. Writer inclined to make goodwill offer (based on low miles) of 500.00. Contact customer and advise - create check for 500.00 -reassign to ejw for approval. Agent called up the customer recahed voicemail. Agent asked the customer to call back with the reference number. ****next agent Please inform the customer that the repairs were related to recall and Chrysler has decided to reimburse as one time goodwill assistance. Please verfiy the mailing address. Reassigned the case to 85K for further handling. Customer called. Writer informed customer of the goodwill decision. Customer says it s not good enough and that he is going to contact he attorney. As per the above notes - writer will delete check and wait for update. If update and or an agreement is reached, create new check and forward to ejw for approval. Closing the CAIR at this point as the customer has declined the offer. If customer calls back, please review the case as it is necessary.

Customer Assistance Inquiry Record (CAIR)#

19092674

VIN

3D7LX39C2 6G

Open Date

Model Year In Service Dt Plant

2006

Body

D18H81

03/28/2006 Mileage

54,000

SALTILLO TRUCK ASSEMBLY PLANT

11/16/2009

Built Date

09/14/2005

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

25062 CHARLIE ZOOK MOTORS 2101 E SIXTH ST/POB 3266 SIOUX CITY

Dealer State

Dealer Zip 51102

Owner Address

SIOUX CITY IA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-11-14 Road Side File Created 11-16-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: W 4TH STREET 2101 E SIXTH ST/POB 3266 PRESCOTT STREET SIOUX CITY SIOUX CITY IA USA IA CALLER_COMMENTS PASSENGER FRONT TIE ROD BROKEN DEALER CODE : 25062 CHARLIE ZOOK MOTORS

Customer Assistance Inquiry Record (CAIR)#

19109105

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WC66A0 8G

Open Date

11/20/2009

Built Date

05/22/2008

2008

Body

DM4L63

DODGE RAM 4X2 4500 REG CAB CHASSIS

08/26/2008 Mileage

50,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PX8

BLACK CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer Dealer Address
Dealer City

43380 LANDERS DODGE 315 EAST GOODMAN RD SOUTHAVEN

Dealer State

Dealer Zip 38671

Owner Address

MEMPHIS TN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver Recall - J10: - Advise Owner/Incomplete Recall
Why is the customer contacting Chrysler? *Caller state that he has seven other Dodges and is worried that the others will fail. Caller states he thinks that the front tie rod is factory defected. Caller stated that he will make an attempt to go to the CDJ. What are the customer s expectations? *Caller is seeking to get the tie rod replaced or assistance with the repairs. ~~~~~~~~~~~~~~~~~~~~~~ Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No Reassigned to 88F ~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Customer calls seeking recall information. Advised the customer of incomplete recall #J100 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today. We spoke about the tie rods and the customer stated that he was seeking assistance with this repair? Agent called the dealership and spoke with Rhonda and she stated that the tie rods do need to be replaced and that one of them just snapped in half when the customer was backing up. Customer is a very loyal customer.

Rhonda is getting prices for agent and will call back tomorrow Customer was provided with agent s extension: 66006. Customer calls requesting to speak with....MP977 Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66006 2nd attempt made to contact customer on 11/24/09 and spoke with the customer about the issues about the tie rods, agent did not Ave any new information because Rhonda SA has not got any prices for agent yet? agent will follow up on wed, 11/25/09 Left message indicating another attempt will be made. Customer was provided with agent s extension: 66006 3rd attempt made to contact customer on 11/25/09 adn spoke with the customer about the goodwill and how the customer would have to pay $50.00 customer was very thankful Left detailed message for a return call if required. Customer was provided with agent s extension: 66006 As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on ?describe the reason why this goodwill is being offered?. According to the dealer, the warranty costs of the repair are as follows: Parts = 160.00 Labor = 67.20 With the concurrence of the Service Manager, Rhonda the customer will have a co-pay of 50.00. # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact Maria at 800-992-1997 extension # 66006. You may also contact us by email at: T2email@chrysler.com. This customer has been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # CLOSED LOOP UPDATE customer was contacted today at 12:57 Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. REASSIGNED TO BC/DLR 63 43380 11/25/09 14:57 O 19109105 Part has been ordered and Dlr and DM will handle this customer issue. The dealer called with customer wanting $50 waived as we had ordered wrong part.Writer advised that this case has been closed and it will take another day for the new information to process.

Customer Assistance Inquiry Record (CAIR)#

19115661

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A3 7G

Open Date

11/24/2009

Built Date

02/13/2007

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

05/15/2008 Mileage

49,462

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

44848 LITHIA DODGE OF TRI-CITIES INC

Dealer Address

7171 WEST CANAL STREET

Dealer City

KENNEWICK

Dealer State

Dealer Zip 99336

Owner Address

PASCO WA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver

****Begin structured narrative T2 - Beginning Narrative

Why is the customer contacting Chrysler?

Customer replaced the tie rods 15,000 miles ago Front tie rod snapped

recently and he doesn t think it should have broken already

What are the customer s expectations?

Customer wants Dodge to pay 100% to repair it.

****End structured narrative T2 - Beginning Narrative

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day

Preferred call back number is

Who has possession of the vehicle? the dealership

Has the vehicle been diagnosed by a CDJ dealer? yes

Reassigned to 88F

Customer wanted to leave his work number

Agent needs to ask

to be transferred to the customer.

Writer contacted dealer 44848 and spoke with Byron who states the left

front tie rod was broken and has been replaced. Byron states the customer

was not responsible nor did the customer have control over the vehicle.

Agent attempted to contact dealer Service Manager (SM) Tony, however,

SM not available. Left message for a return call. Provided enough

information to give SM the ability to understand the reason for the

contact

Provided dealer with agents extension, which is 66139.

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

Writer contacted dealer 44848 and spoke with Byron. Byron states the tie

rod should not have snapped as clean as it did with only 15000 miles on

it. Writer inquired with Tony SM if the damage is something that the

customer caused.

CONTACT UPDATE - Customer was contacted today at 630PM/EST.

Writer informed customer that a little more information is needed from

Tony SM and that writer is considering reimbursement for the tie rod

repair. Customer inquired about the towing cost as well. Writer informed

customer that it will be evaluated on 11/27/09. Writer contacted Byron who consulted with the technician on the diagnosis. Byron states the damage was not caused by any customer abuse or neglect. Writer will reimburse customer for the cost of the tie rod repair NOT including the towing. CONTACT UPDATE - Customer was contacted today at 1250PM/EST. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. Customer was not available. Writer provided contact information for CAC and reference number. ***NEXT AGENT PLEASE PROVIDE CUSTOMER REIMBURSEMENT INFORMATION.*** NO TOWING INCLUDED. Customer is calling to obtain information on the documents he needs to send to Chrysler for reimbursement. Agent informed him about documents that need to be sent. Customer states that he sent the letter for reimbursement over a month ago. Writer advised customer that we haven t posted anything to his case yet. Writer provided customer with the address for a second time.

Customer Assistance Inquiry Record (CAIR)#

19117385

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS29C2 7G

Open Date

11/25/2009

Built Date

08/16/2006

2007

Body

DH7H81

DODGE RAM SLT 4X4 2500 MEGA CAB

03/26/2007 Mileage

48,000

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44544 AVONDALE DODGE

Dealer Address 10101 W PAPAGO FWY

Dealer City

AVONDALE

Dealer State

Dealer Zip 85323

Owner Address

PHOENIX AZ

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-11-23 Road Side File Created 11-25-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: N PALM VALLEY BOULEVARD 10101 W PAPAGO FWY 136TH DRIVE GOODYEAR AVONDALE AZ USA AZ CALLER_COMMENTS STEERING LINKAGE BROKE (TRUCK HA DEALER CODE : 44544 AVONDALE DODGE

Customer Assistance Inquiry Record (CAIR)#

19118037

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29C0 7G

Open Date

11/25/2009

Built Date

08/15/2006

2007

Body

DH7P81

DODGE RAM LARAMIE 4X4 2500 MEGA CAB

09/18/2006 Mileage

136,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer Dealer Address
Dealer City

44952 MARK DODGE 3118 GOVERNMENT BLVD MOBILE

Dealer State

Dealer Zip 36606

Owner Address

GRAND BAY AL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other Front-Pass
Corporate - Complaint Contact - Default - Default Default

Customer states it came apart and now they have to replace both sides

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Pasenger side tie rod end came apart and it has been updated so now he needs the whole set one for each side. What are the customer s expectations? Customer expect Chrysler to assist with the replacement of the tie rod. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Customer Has the vehicle been diagnosed by a CDJ dealer? No Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 7:54AM MST Customer was provided with agent s extension: 66197 Customer says vehicle will be towed to Mark Dodge 44952. Writer called dealer 44952 and spoke with SA Ronald Reed. Writer provided SA Ronald with contact information and CAIR number. Writer requested that SA Ronald call writer back with results of diagnosis. Writer called customer back and informed him that I would call him after receiving details from dealer after diagnosis is performed. Customer calls requesting to speak with....DA690 Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66197 Customer calls requesting to speak with DA690

Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66197 Writer called dealer 44952 and spoke with SM Ryan who stated that the customer had already paid for the repairs. Customer paid $1039.99. 2nd attempt made to contact customer on 11/27/09 at 7:51AM Writer spoke with customer regarding reimbursement for repairs. Writer advised that he could submit for reimbursement however customer was unable to write down the information. Customer stated he would call back to obtain the address. Customer currently owns 9 Chrysler products. Writer would like to reimburse customer minus a $100.00 deductible. CLOSED LOOP UPDATE customer was contacted today at 7:51AM MST. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. Customer calls requesting to speak with.DA690 Customer/Caller name match to CAIR confirmed. The CAIR is 30 days old or less. Agent has checked for decline standard paragraph. Customer informed to leave message if agent isn t available. Customer/Caller transferred to extension # 66197 Writer received voice mail message from customer requesting call back. Writer contacted customer and provided information to submit for reimbursement. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number 19118037. Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

19119736

VIN

1D7KS28C2 6J

Open Date

Model Year In Service Dt Plant

2006 02/25/2006 J

Body

DH7H42

Mileage

89,000

ST. LOUIS ASSEMBLY II NORTH

11/25/2009

Built Date

10/01/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

44221 LITHIA'S GRANTS PASS AUTO CENTER

1421 N.E. 6TH ST

GRANTS PASS

Dealer State OR

Dealer Zip 97526

Owner Address

CAVE JUNCTION OR

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Unknown Corporate - Complaint Contact - Default - Default - Default

Customer states the left side tie rod came apart

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states the left side tie rod came apart. What are the customer s expectations? Customer wants to cover this repair because this is a safety issue ****End structured narrative T2 - Beginning Narrative Customer states that he had a new set of tires put on a month ago at an IRF; he was told that the vehicle didn t need alignment. Customer alleges that he was driving down the road at 25 MPH, the vehicle made a drastic turn to the right. Customer states there was no accident but it could be worse; Then he drove the vehicle few more miles and once at home he noticed that the left side tie rod came apart. Customer alleges this is a safety issue and he needs Chrysler to cover the repairs. No diagnosis has been made so far, said the customer. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer got upset and said he will not buy another CJD vehicle.

Customer Assistance Inquiry Record (CAIR)#

19131630

VIN

3D7KS28CX 6G

Open Date

Model Year In Service Dt Plant

2006 02/08/2006 G

Body

DH7H41

Mileage

40,000

SALTILLO TRUCK ASSEMBLY PLANT

12/02/2009

Built Date

08/02/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

43585 RAMSEY MOTOR COMPANY

Dealer Address

502 HWY 62-65

Dealer City HARRISON

Dealer State

Dealer Zip 72601

Owner Address

JASPER AR

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Roadside Assistance Contacted - DATE : 2009-11-30

Road Side File Created 12-02-09 FOR WARRANTY

VEHICLE PROBLEM AT: VEHICLE TAKEN TO:

AR-327 502 HWY 62-65

MURRAY ROAD

PARTHENON HARRISON

AR USA AR

CALLER_COMMENTS BROKEN TIE ROD END. THE CHURCH O

DEALER CODE : 43585 RAMSEY MOTOR COMPANY

DEALER CONTACT Date & time of Dealer contact? 12/02/09 @ 1235PM.

Who did you speak with at the dealer and what is their dealer code? Jeff

SM / 43585

Is the vehicle at the dealer now? Yes

When did it arrive at the dealer? 11/30/09

What is the current mileage? 40000

If known, what is the reason for the tow? Broken tie rod, front-passenger

Have the repairs been completed? Yes

If yes, when were they completed? 12/02/09

If no, what is the estimated repair date? NA

Are there any parts that need to be ordered? NA

If yes, what are the part & order # s? NA

Rental provided? No

If yes, how many days? (either by the dealer or USCAC) NA

Dealer provided daytime contact:

CONTACT UPDATE - Date & time of customer contact? 12/02/09 @ 1240PM.

Line busy. Writer could not leave message. Writer will attempt tomorrow.

Writer found phone number

, which is also unsuccessful.

CONTACT UPDATE - Date & time of customer contact? 12/03/09 @ 4PM.

CONTACT UPDATE - Date & time of customer contact? 12/04/09 @ 1115AM

Writer left message and provided wife with contact information and

extension 66139.

CONTACT UPDATE - Date & time of customer contact? 12/07/09 @ 115PM.

Writer left message.

CONTACT UPDATE - Date & time of customer contact? 12/08/09 @ 110PM. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 10 How satisfied are you with the overall handling of this event? NA ****End structured narrative T2 - PCCP Survey Customer states the repair was actually performed on the steering and states he is still experiencing problems. Customer states the H46 recall was no longer eligible on his vehicle and the dealer told him they could not perform the recall because the parts were no longer manufactured. Customer states he has an aftermarket service contract that covered some of the repair and he was left paying a $50.00 deductible and $200.00 out of pocket. Customer states he is taking the vehicle back to the dealer now. Writer contacted Jeff SM. Jeff states the steering linkage was consequentially damaged due to the tie rod breaking while the vehicle was in motion. Jeff states he inspected the component of the steering linkage that is to be inspected prior to the H46 recall being performed, and determined the vehicle was fine and not applicable to the recall. Jeff states the steering linkage did need to be replaced and was all covered by the customers aftermarket SC. Jeff states the recall was then performed on the new steering linkage installed. Jeff states his SC did not cover the actual steering dampener or the labor to perform the repair, leaving the customer with the deductible and the rest of the repair that was not covered by his aftermarket SC. Jeff states he is aware of the vehicle coming back because the customer has told him that fluid is leaking from the steering dampener. Writer requested a phone call after the diagnosis. Writer provided contact information and extension 66139. Writer received message from Jeff SM who states the diagnosis revealed a defective stabilizer shock which was replaced under Mopar warranty and the customer is very satisfied now. CONTACT UPDATE - Date & time of customer contact? 12/09/09 @ 120PM. Writer could only get a busy signal when attempting to contact the customer. CONTACT UPDATE - Date & time of customer contact? 12/09/09 @ 410PM. Customer states his vehicle is repaired and running fine. Customer inquired about being reimbursed for the repairs that took place that were not covered by the aftermarket SC. Writer informed customer of lines 56-58. Customer agreed. CORRECTION LINE 39- 10. CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19138615

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WD68A5 8G

Open Date

12/04/2009

Built Date

02/26/2008

2008

Body

DM9L44

DODGE RAM 4X4 4500 QUAD CAB CHASSIS

04/26/2008 Mileage

31,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer Dealer Address
Dealer City

67447 RAM COUNTRY CHRY-PLYM-DODGE-JEEP

3611 HIGHWAY 90 WEST

DEL RIO

Dealer State

Dealer Zip 78842

Owner Address

EAGLE PASS TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2009-12-02 Road Side File Created 12-04-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: N FM-481 3611 W HIGHWAY 90 US HIGHWAY 57 EAGLE PASS DEL RIO TX USA TX CALLER_COMMENTS BROKEN TIE ROD END ON THE FRONT D DEALER CODE : 67447 RAM COUNTRY CHRY-PLYM-DODGE-JEEP DEALER CONTACT Date & time of Dealer contact? 12/4 @ 1:55 pm Who did you speak with at the dealer and what is their dealer code? John / SM Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 12/2 What is the current mileage? 31000 If known, what is the reason for the tow? Broken tie rod ends Have the repairs been completed? No If yes, when were they completed? N/A If no, what is the estimated repair date? N/A Are there any parts that need to be ordered? Yes If yes, what are the part & order # s? 52013986AC 68051906AA Rental provided? Yes by SC If yes, how many days? (either by the dealer or USCAC) 5 days Contact information CONTACT UPDATE - Date & time of customer contact? 12/4 @ 2:15 pm ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 9 How satisfied are you with the overall handling of this event?

5 customer had trouble getting into rental with his SC. ****End structured narrative T2 - PCCP Survey CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19140565

VIN

3D7MS48C1 5G

Open Date

12/15/2009

Built Date

03/04/2005

Model Year 2005

Body

DH8H42

DODGE RAM SLT 3500 QUAD CAB PICKUP

In Service Dt 06/09/2005 Mileage

94,895

Dealer Zone

Plant

SALTILLO TRUCK ASSEMBLY PLANT

Market

Color

PX8

BLACK CLEAR COAT

Engine

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

Transmission DEG

6-SPEED MANUAL G56 TRANSMISSION

Owner Address

LEBANON MO

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Steering - Power Rack and Pinion / Gear Defective - Default
Recall - H46: - Advise Owner/Incomplete Recall

Customer concern/disatisfaction regarding 2005 Ram 3500 faulty part
Customer concern/disatisfaction regarding 2005 Ram 3500 faulty part

***** EMAIL BRIEF DESCRIPTION CONTENT ***** Customer concern/disatisfaction regarding 2005 Ram 3500 faulty part ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** I have a 2005 Dodge Ram 3500 four wheel drive truck, which I purchased new, in a cash transaction from my local dealership. Up until now, I have been very happy with my truck. It has been reliable, which is why I was shocked when the passenger side outer tie rod fell apart yesterday. Luckily, I was pulling into my driveway when it happened. If this had happened when I was on the highway, I would have been in an accident. Anyone involved in an accident caused by this part's failure could have been seriously injured or killed. I spoke to my local dealership on the telephone today. They told me that the part is not the one under re-call, and that it is not under warranty either. They also told me that I could not purchase a replacement part by itself. They told me that there had been so many problems with this particular part that it has been upgraded, and I need to purchase a replacement kit at a cost of more than $300. I am very disappointed. When I made the investment of purchasing this truck, I expected it to last. I was never notified of the problems regarding this part. I was never given the opportunity to replace the part prior to its failure. It shocks me that after I paid out my hard earned money to purchase my truck, my safety and the safety of the public were not important enough to the company or the dealership for them to inform me of the potential hazards. I am a working man, and this extra expense is a real hardship to me. I would like for you to reconsider my situation, and replace the faulty components in my truck. Sincerely, Email states: Thank you for contacting the Chrysler Customer Assistance Center regarding your 2005 Ram.Your concerns, particularly in view of the expense and inconvenience involved in this issue, are understandable. However, your request for consideration in this matter must be declined, because the vehicle in question has exceeded the time and mileage limitations of the manufacturer s warranty. Although a more favorable reply could not be provided, sharing your concern with us is appreciated.Our records indicate that the following recall campaign has not been performed by an authorized dealer:H46 We suggest that you contact your local authorized Dodge dealer to make

arrangements for an inspection. Please take a copy of this message with you at the time of service to aid the process. Please note that your dealership does not require a copy of the recall notice to perform the needed service. If you wish to obtain further information, please contact the Chrysler Group Recall Assistance Center at 1-800-853-1403. Thanks again for your email.

Customer Assistance Inquiry Record (CAIR)#

19143316

VIN

1D7KS28C4 6J

Open Date

Model Year In Service Dt Plant

2006 09/29/2006 J

Body

DH7H41

Mileage

46,000

ST. LOUIS ASSEMBLY II NORTH

12/07/2009

Built Date

06/09/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

42604 DAVE SMITH MOTORS 210 NORTH DIVISION KELLOGG

Dealer State ID

Dealer Zip 83837

Owner Address

SANDPOINT ID

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Customer stated that she was driving and the tie rod just broke, she is currently at an IRF because there is no dealer in her area, she is seeking some assistance with the cost of the repair. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is 208-610-3665. Who has possession of the vehicle? IRF Has the vehicle been diagnosed by a CDJ dealer? No Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 7:40AM MST. Customer was provided with agent s extension: 66141. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CLOSED LOOP UPDATE customer was contacted today at 7:40AM MST. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. Customer states that she is nervous about the front end of her vehicle and she wants Dodge to know that these trucks have issues with their front ends. Customer states she would like to know if there is a local Chrysler representative she can speak with. Writer informed customer that the local representative would be contacted through her local dealer. Customer agreed to contact her local dealer.

Customer Assistance Inquiry Record (CAIR)#

19147628

VIN

3D3KS29C5 6G

Open Date

Model Year In Service Dt Plant

2006 12/24/2005 G

Body

DH7P81

Mileage

109,827

SALTILLO TRUCK ASSEMBLY PLANT

12/08/2009

Built Date

10/07/2005

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer

43864 ARRIGO DODGE CHRYSLER JEEP

Dealer Address

6500 OKEECHOBEE BLVD

Dealer City WEST PALM BEACH

Dealer State

Dealer Zip 33411

Owner Address

HOBE SOUND FL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Steering - Linkage - Defective - Default
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Steering went out. Beleives this is involved with a recall that has already been completed. What are the customer s expectations? Goodwill assistance if needed. ****End structured narrative T2 - Beginning Narrative Customer states he was driving and the steering went out almost causing an accident. Customer states that he beleives this may be related to the steering linkage recall he has had completed. Customer inquires what his next step should be and what dealer he should go to. Writer informed he may go to any local dealer and that he should get a diagnosis to if he is attempting to find out if this is related to the recall. Writer advised customer to call back if he is going to need assistance. Customer request that writer send his file to dealer 43864 so that they can be better informed of the issue he is having. * * * * * Attention Service Director/Service Manager * * * * * This CAIR is being sent to your dealership as a courtesy notification because this customer has contacted Customer Care seeking dealer and/or repair procedure information. Based on the customer s input, your dealership was either preferred and/or convenient. The customer s contact with Customer Care was in regards to steering linkage. There were no commitments made to the customer other than informing them an electronic file will be sent on their behalf providing you with prior notification. There is no action required on this CAIR other than reading / closing it. REASSIGNED TO BC/DLR 66 43864 12/08/09 11:08 O 19147628 Dealer called stating that the right outer tie rod broke, it took out a tire, and the steering dampner, customer seeking assistance with the cost of the repair. Warranty price for the repair will be 1,768.65 Please contact dealer:
( Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Dealer

Has the vehicle been diagnosed by a CDJ dealer? Yes

Reassigned to 88F

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

Agent attempted to contact dealer Service Manager (SM), however,

SM not available. Agent spoke with Service Director s Assistant, John,

concerning the diagnosis. John stated that the repair is not recall

related but that the tie rod broke. John states there are no signs of

impact or wear. John said he could not see how the customer could have

caused or prevented the concern.

John stated that he would consider having the customer pay 30% percent as

the customer is loyal to the dealership and could not have caused or

prevented the concern.

As a one-time goodwill gesture, Chrysler will be making a policy

adjustment for this repair based on dealer loyalty. According to the

dealer, the warranty

costs of the repair are as follows:

Parts = $1073.45

Labor = $695.20

With the concurrence of the Service Manager assistant, John,

the customer will have a co-pay of $530.60.

# # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # #

ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER

Customer Care is sending this file to your dealership because a joint

goodwill policy decision has been made on behalf of our mutual customer.

A pre-auth has been created within GWA. If you need additional

assistance

with this PA, you may contact Alex at 800-992-1997

extension # 66150. You may also contact us by email at:

T2email@chrysler.com. This customer has not been informed

of this decision. Please update and/or close CAIR when complete.

# # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # #

CONTACT UPDATE - Customer was contacted today at 3:19 PM MT.

Customer was provided with agent s extension: 66150.

Agent contacted customer on

Customer unavailable, and agent

unable to leave a message. Agent will attempt follow up on 12/11/2009.

Agent will be contacting John back morning of 12/11/2009 with PA number

UN00922771210. John requested number to access the PA, as he is unable to

access the CAIR system while Service Director is out of the office.

REASSIGNED TO BC/DLR 66 43864 12/10/09 17:33 O 19147628

121109 DM UPDATE, CONCUR WITH GOODWILL. DM TO ASSIST SM WITH CLAIM PAYMENT

CLOSE, INFORMATION PROVIDED. NO FURTHER ACTION AT THIS TIME BHW

Customer calling to verify goodwill co-pay. Writer informed customer that

Customer is to cover 30% ($530.60) and Chrylser will cover 70%. Customer

complied.

CONTACT UPDATE - Writer reviewed and called customer to discuss the

repair. Customer s wife informed writer that she is not aware of what is

going on so writer would need to contact her husband after 12/21/09 to

discuss the situation. Writer concurred and verified the phone number to

contact him would be

Writer will follow up with customer on Monday, Dec. 21st, 2009.

CLOSED LOOP UPDATE customer was contacted today at 7:73 AM.

Customer was reminded if their concern recurs, they will need to call the

800 number to establish a new file, which will be assigned to the Senior

Resolution Team.

Customer daughter answered the phone and stated that he will call back.

Writer is closing the case do to the repair is complete and customer is

not taking Chrysler calls.

Dealer called to say that he could not get the PA to go throughbecause it

states 'higher authorization required' writer referred him to his

business center.

Customer Assistance Inquiry Record (CAIR)#

19152899

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX49AX 7G

Open Date

12/09/2009

Built Date

03/09/2007

2007

Body

D18H81

DODGE RAM SLT 4X4 3500 MEGA CAB

05/22/2007 Mileage

100,000

Dealer Zone

51 CHICAGO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer Dealer Address
Dealer City

68839 MORLAN DODGE INC 1110 S MAIN ST SIKESTON

Dealer State

Dealer Zip 63801

Owner Address

MORLEY MO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Recall - H34: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall
Customer stated that his tie rod broke, he would like Chrysler to assist with the cost of repair, he is a very loyal customer. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? Yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 11:08 AM MST Customer was provided with agent s extension: 66146. writer spoke with SM Rick at dealership 68839 he states the vehicle is well taken car of and the customer is extremely loyal. he dis day that the customer does get a lot of good will from Chrysler and he does think that 100,000 miles may be a little bit excessive, but because the customer has boughten 13 vehicles from his dealership he thinks some assistance should be offered. He didn t have the warranty prices but he asked the writer to call back in 10 minutes to get the warranty prices. As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on ?describe the reason why this goodwill is being offered?. According to the dealer, the warranty costs of the repair are as follows: Parts = 455.41 Labor = 98.00 With the concurrence of the Service Manager, Rick the customer will have a co-pay of $455.41 # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER

Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact extension # 66146. You may also contact us by email at: T2email@chrysler.com. This customer has been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # REASSIGNED TO BC/DLR 51 68839 12/10/09 13:42 O 19152899 12-11-09 - Vehicle was repaired on 12-10 via RO# 131636. Customer paid for parts. No further action is required at this time. CLOSED LOOP UPDATE customer was contacted today at 7:05 MST Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19152909

VIN

3D7MS48C7 5G

Open Date

Model Year In Service Dt
Plant

2005 07/15/2005 G

Body

DH8H42

Mileage

135,000

SALTILLO TRUCK ASSEMBLY PLANT

12/09/2009

Built Date

04/19/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone

Market

Owner Address

EXCELSIOR SPRINGS MO

Contact Type
Home Phone
Country

FAX
UNITED STATES

Recall - H46: - Reimbursement

Customer is seeking reimbursement for repairs related to recall H-46.

POSTMARK DATE: 120909; DATE RECEIVED: 120909 The customer is seeking reimbursement for repairs related to recall H-46. The customer claims that his 2005 Dodge Ram pick up broke and as result the vehicle lost complete control of the steering. Customer claims that the vehicle met with an accident but was lucky enough to avoid any serious injury to anyone else. The customer wants Chrysler to reimburse for the repairs as the vehicle has a recall. The vehicle was repaired at Triple E Tire Co. on 11/20/09. **Mileage not mentioned. As per the repair invoice: IRF replaced all four ball joints, tie-rods & damper. Invoice mentions that right tie-rods came apart causing excess damage to Steering parts and ball joints. Customer paid $716.34 for the repairs and customer had purchased Ball joints and Front upper ball joints for $279.71. Total cost: - $996.05. Customer has sent the proof of payment for repairs and part purchase. Agent called up the IRF, spoke to Suet, Suet confirmed that the as the tie-rods came apart which resulted in the failure of steering and ball joints. Suet was not sure whether the original factory or MOPAR parts were replaced. Agent consulted with the TB74 and reassigned the case to EJW for further handling. Writer reviews, No prior service repair to validate a Mopar Drag link was installed. The request for reimbursment under H46 will be declined. As vehicle has high mileage and installation of non Mopar Parts - Goodwill offer for 500.00. Contact customer and advise - reassign to ejw for approval. Recall open Agent called up the customer () spoke to Mrs. Owens. Agent informed the customer that Chrysler has decided to reimburse $500.00 as one time goodwill assistance. Agent verified the mailing address for further handling. Reassigned the case to 85k for further handling. The customer stated he did not agree with the decision to reimburse only half of the cost. Agent advised that it is a final decision and it was a one time goodwill offer. Agent also reviewed and advised that they had been told this is a final decison per 30-33.

Customer Assistance Inquiry Record (CAIR)#

19168809

VIN

3D7KS28C0 6G

Open Date

Model Year In Service Dt Plant

2006 03/16/2006 G

Body

DH7H41

Mileage

90,997

SALTILLO TRUCK ASSEMBLY PLANT

12/16/2009

Built Date

02/01/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer

43281 VERGER CHRYSLER JEEP DODGE

Dealer Address

1400 OCEAN BOULEVARD

Dealer City COOS BAY

Dealer State

Dealer Zip 97420

Owner Address

MYRTLE POINT OR

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2009-12-14 Road Side File Created 12-16-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 230 E JOHNSON AVENUE 1400 OCEAN BOULEVARD 1ST STREET COOS BAY COOS BAY OR USA OR CALLER_COMMENTS 01-SAFEWAY, VEH HAS LIFT KIT AND DEALER CODE : 43281 VERGER CHRYSLER JEEP DODGE DEALER CONTACT Date & time of Dealer contact? 12/16/09 at 8:13 am. ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Assistant SM-Eric at 43281 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 12/14/09 What is the current mileage? 90,997 If known, what is the reason for the tow? Broken tie rod Have the repairs been completed? No If yes, when were they completed? N/A If no, what is the estimated repair date? N/A Are there any parts that need to ordered? No If yes, what are the part & order # s? N/A Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.

None ****End structured narrative T2 - PCCP Dealership could not perform recall #H46 due to customer declining tie rod repair as it was not covered under warranty and tie rod repair would need to be completed first. Due to a non warranty concern, Closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19175895

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS26C6 7G

Open Date

12/18/2009

Built Date

07/19/2006

2007

Body

DH7L62

DODGE RAM ST 4X4 2500 REG. CAB

06/01/2007 Mileage

66,495

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

42768 RIVERSIDE AUTO CENTER INC

Dealer Address 6437 BONNER AVE

Dealer City

BONNERS FERRY

Dealer State

Dealer Zip 83805

Owner Address

. CAREYWOOD ID

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2009-12-16 Road Side File Created 12-18-09 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: KOOTENAI CUTOFF ROAD 6437 BONNER AVE HIGHWAY 200 PONDERAY BONNERS FERRY ID USA ID CALLER_COMMENTS TIE ROD , PONDERAY TRAILER PARK, DEALER CODE : 42768 RIVERSIDE AUTO CENTER INC DEALER CONTACT Date & time of Dealer contact? 12/18/09 at 1:21 ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Alicia SA / 42768 Is the vehicle at the dealer now? No When did it arrive at the dealer? 12/16/09 What is the current mileage? 66495 If known, what is the reason for the tow? Right outer tie rod end broke Have the repairs been completed? Yes If yes, when were they completed? 12/16/09 If no, what is the estimated repair date? N/A Are there any parts that need to ordered? No If yes, what are the part & order # s? N/A Rental provided? No

If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP Alicia SA states that repairs were covered under Chrysler Service Contract. Writer will close PCCP Cair as this is not a warranty related repair.

Customer Assistance Inquiry Record (CAIR)#

19176975

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C3 7J

Open Date

12/18/2009

Built Date

09/18/2006

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

01/23/2007 Mileage

40,000

Dealer Zone 63 DALLAS

ST. LOUIS ASSEMBLY II NORTH

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

43736 BROWN DODGE-CHRY-JEEP

Dealer Address I-35 AND HIGHWAY 173

Dealer City

DEVINE

Dealer State TX

Dealer Zip 78016

Owner Address

COTULLA TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states his tie rod end broke and he wants to know if it is related to a recall. What are the customer s expectations? ****End structured narrative T2 - Beginning Narrative Writer informed customer of recall H46 and informed customer that the dealer would have to determine if the repair was due to the recall. Customer states he will contact the dealer for more information. Caller stated that he took his vehicle for service and request the dealer to investigate the recall. Caller stated that the dealer informed him that he was not part of the recall. Caller states after the is when the vehicle part failed, and could have caused a fatality **Agent verified parts that are to be replaced under the recall and it appears that the failed part would have been under recall. **Agent is requesting research to be done and to contact customer first before contacting dealer. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? Yes dealer stated that it was not included in recall. Reassigned to 88F ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 12:49 pm. Customer was provided with agent s extension: 66005. Writer called the customer and left a message. Dealership is closed. 2nd attempt made to contact customer on 12/24/09 at 10:49 am

Left message indicating another attempt will be made. Customer was provided with agent s extension: 66170 3rd attempt made to contact customer on 12/28/09 at 9:20 am. Left detailed message for a return call if required. 4th attempt made to contact customer on 12/29/09 at 2:55 pm. Writer contacted customer and he states that he does not think that the SM at the dealership knows what she is doing. Customer is not happy with the service and the diagnostic he received to his recall on the steering linkage and the customer states that his steering linkage was in fact one that was affected. Writer informed customer he is more than welcome to take the vehicle to another dealer for a second opinion. Customer understood stated that the next closest dealer is about 2 hours away. Writer apologized but informed him we have to go off of the diagnostic that is given from the dealer. Customer understood.

Customer Assistance Inquiry Record (CAIR)#

19178430

VIN

3D7MS46C3 5G

Open Date

Model Year In Service Dt
Plant

2005 04/14/2005 G

Body

DH8H62

Mileage

72,000

SALTILLO TRUCK ASSEMBLY PLANT

12/18/2009

Built Date

12/10/2004

DODGE RAM SLT 3500 REG. CAB PICKUP

Dealer Zone 63 DALLAS

Market

Owner Address

NEWKIRK OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Product - Steering - Unknown - Defective - Default Recall - H46: - Information Request

Front passenger tie rod was replaced. Issues with the steering. Seeks reimbursement.

Mr.

called in stating that the tie rod were replaced and then found

there is a recall on the vehicle. Customer states that the recall on the

steering linkage. Customer called in seeking recall reimbursement.

Customer states that the stabilizer shacks were replaced.

Agent suggested sending the original invoice proof of payment along with

a covering letter so the case can be reviewed. Agent gave the reference

no for further correspondence. No Commitment made for reimbursement.

Agent explained the customer of the recall H46 repair. Customer states

he still has the factory installed steering on the vehicle and there are

no repairs made related to the steering. Customer states he feels it is

due to the recall. Customer states he wants Chrysler to reimbursement

the repair cost as the symptoms are the same.

reference no was not given as the customer did not have the pen.

Customer Assistance Inquiry Record (CAIR)#

19197028

VIN

3D7LX38CX 6G

Open Date

Model Year In Service Dt Plant

2006 05/08/2006 G

Body

D18P42

Mileage

60,000

SALTILLO TRUCK ASSEMBLY PLANT

12/29/2009

Built Date

03/27/2006

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

44962 FOLSOM LAKE DODGE 12545 FOLSOM BLVD FOLSOM

Dealer State

Dealer Zip 95630

Owner Address

OAKLAND CA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Unknown - Unknown - Accident - Default
1. Who is calling and what is their contact information? (Owner) Preferred: Alternate: N/A 2. What happened? Customer states the tie rod broke on her vehicle while they were driving their horse to the hospital and the horse ended up dying because it did not get to the hospital. 3. What is the current location of the vehicle? 12900 Hatchet Creek Road Penn Valley, CA 95946 ************************************************************************** 12.30.09 Will call to discuss - was there an accident? Per Customer - no accident Not S/I I explained she should take to a dealer and it its related to recall - the dealer can cover it - if its not related - then it is OOW and it will be at her costs Customer is not at all happy

Customer Assistance Inquiry Record (CAIR)#

19202599

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29C4 6G

Open Date

12/31/2009

Built Date

10/26/2005

2006

Body

DH7H81

DODGE RAM 2500 SLT MEGA CAB 4X4

07/10/2006 Mileage

79,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

43729 DICK EDWARDS AUTO PLAZA INC

Dealer Address

375 GRANT AVENUE

Dealer City

JUNCTION CITY

Dealer State

Dealer Zip 66441

Owner Address

WAMEGO KS

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Corporate - Property Damage - Default - Default - Default Product - Steering - Linkage - Other - Default Product - Unknown - Unknown - Accident - Default
1. Who is calling and what is their contact information? Owner

2. What happened? Customer state the steering linkage broke causeing the vehicle to hit a ditch. Customer states it did a lot of damage to the vehicle. 3. What is the current location of the vehicle?Dick Edwards Auto plaza INC 375 GRANT AVENUE JUNCTION CITY KS 66441 *************************************************************************** QNA does not show prior installation of Mopar Steering/Suspension parts. Per OGC Matrix, reassigned to 82T. JSS15. INCOMPLETE RECALL: H46 STEERING LINKAGE 1/4/10 ASSIGN TO TNT16. CAIR NUMBER 19202599 REQUEST EAA INSPECTION 01-04-2010 14:50 CAIR NUMBER 19202599 E-MAIL SENT TO EAA 01-04-2010 14:50 CCRG Open Date: 01/04/2010 13:36:29 Letter Sent: Acknowledgement 01/05/2010 10:10:03 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/07/10 AT 16:44:12 19202599

Customer Assistance Inquiry Record (CAIR)#

19222065

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C6 5G

Open Date

01/08/2010

Built Date

08/20/2004

2005

Body

DH7H41

DODGE RAM SLT 2500 QUAD CAB PICKUP

01/12/2005 Mileage

93,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

42411 TRI-STAR CHRYSLER MOTORS INC

TRI-STAR PLAZA

BLAIRSVILLE

Dealer State

930 ROUTE 22 WEST

Dealer Zip 15717

Owner Address

SHELOCKTA PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Unknown - Unknown - Accident - Default

Corporate - Property Damage - Default - Default - Default

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Recall - E17: - Advise Owner/Incomplete Recall

Recall - H46: - Reoccurance or Related Problem

1-8....owner claims that recall H46 was completed approx. 5000 miles ago, however owner claims l tie rod end broke causing accident. vehicle is available for inspection at place of owner s business. contact: bill at
please inspect to determine chrysler s responsibility if any. ************************************************************************** 01.11.10 VEHICLE LOCATED AT: APPALACHIAN WELL SERVICES 717 STATE ROUTE 210 SOUTH SHELOCKTA PA 15774 Per OGC Matrix, reassigned to 82T (CCRG 888.922.7329). MG17. INCOMPLETE RECALL: E17 OUT-OF-PARK ALARM SYSTEM 1/11/10 ASSIGN TO TNT16. CAIR NUMBER 19222065 REQUEST EAA INSPECTION 01-11-2010 11:42 CAIR NUMBER 19222065 E-MAIL SENT TO EAA 01-11-2010 11:42 CCRG Open Date: 01/11/2010 09:01:22 Letter Sent: Acknowledgement 01/12/2010 08:55:47 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/16/10 AT 04:02:35 19222065 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 01/16/10 AT 04:02:35 19222065 Letter Sent: Denial 01/15/2010

Customer Assistance Inquiry Record (CAIR)#

19225023

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C3 7J

Open Date

01/11/2010

Built Date

08/15/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

01/31/2007 Mileage

75,000

Dealer Zone 63 DALLAS

ST. LOUIS ASSEMBLY II NORTH

Market

PJC

LIGHT KHAKI METALLIC CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

45246 HERITAGE CHRYSLER DODGE JEEP, INC.

Dealer Address 201 SERGEANT PRENTISS DR

Dealer City

NATCHEZ

Dealer State MS

Dealer Zip 39120

Owner Address

MONTEREY LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Company Information Contact - Default - Default - Default
Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Why is the customer contacting Chrysler?customer is contacting chrysler because the tie rod on his front passenger side vehicle. What are the customer s expectations?customer is expecting we cover the repair charges. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle?dealership Has the vehicle been diagnosed by a CDJ dealer?yes Reassigned to 88F Customer called stating there is not a recall on the vehicle. Customer states he has known of recalls on the same vehicle. Customer states he should have a recall on the vehicle. Customer states he has the same ball joints that the recall is on, writer informed him that recalls are vin specific and that there are no recalls on his vehicle. Customer states he would like to speak with a supervisor in regards to the vehicle. Writer informed him he will receive a call back with in an hour. Customer stated that the 2006 year of his vehicle have recalls on the same issue that he is having. Customer stated that while driving 50 mph down the freeway the tie rod failed and lost steering. Customer stated that he is very aggravated that he almost got killed. Customer insisted to speak with a supervisor, writer informed customer that he will be receiving a call back within one hour. *****Supervisor Call******* Writer called customer to discuss the problem with the tie rod end on the vehicle. Writer explained to customer that all recalls are VIN specific and paperwork/letter is sent out to the owner on Chrysler s records so they can have the recalls completed. Writer attempted to inform customer that Chrysler is not responsible for the recalls on the vehicle but to send the letter out to the customer concerning the recall. Writer informed customer that some assistance may be considered due to his history with Chrysler which is 3 vehicles on

record with 2 vehicles currently owned. Customer is wanting Chrysler to notify every owner of this vehicle that there may be a problem with their tie rod ends on the front of their vehicles. Writer researched AS 3690 (NHTSA) to let customer know who actually notifies the customer and Chrysler will send out the letters to the owners. Customer stated that the dealership does not have the part for the repair and will be getting the part from an after market parts supply company and it would take about 5 days for the part to arrive at the dealership. *******Supervisor Call ended********* * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 7:20 MST. Customer was provided with agent s extension: 66061. Agent spoke with Mr.
he confirmed the above information and also states that he had originally called for assistance in covering the repair under a recall but understood that it would not apply to his vehicle. Customer claims that this particular 07 model is built the same way the 06 vehicle was built and the recall should apply to his vehicel. Customer feels Chrysler should tell its customers of this potential problem as it can be a safety issue. The customer explained that he could not wait for the Mopar component to arrive at the dealership because hi truck is critical to his job. He approved an aftermarket component to be used and has picked up the vehicle and paid for the repair out of pocket in the amount of $221.00. **Agent has considered customer loyalty with 2 New 07 Rams purchased and will offer a $120.00 reimbursement for this repair.** Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

19238635

VIN

3D7MS48C6 5G

Open Date

Model Year In Service Dt Plant

2005 09/13/2005 G

Body

DH8H42

Mileage

84,000

SALTILLO TRUCK ASSEMBLY PLANT

01/15/2010

Built Date

04/22/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

44860 BLUE RIBBON CHRY-DODGE-JEEP INC

Dealer Address

1703 SO KERR BLVD

Dealer City SALLISAW

Dealer State

Dealer Zip 74955

Owner Address

PALMER AK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-01-13 Road Side File Created 01-15-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: NUBBIN RIDGE ROAD 1703 SO KERR BLVD HWY 59/STATE HWY 31 PANAMA SALLISAW OK USA OK CALLER_COMMENTS 01-3500-1TON DUALLY-QUAD CAB-BALL DEALER CODE : 44860 BLUE RIBBON CHRY-DODGE-JEEP INC Vehicle has an active diesel engine warranty, which covers towing for diesel engine parts. DEALER CONTACT Date & time of Dealer contact? 1/15/2010 8:25 AM MT ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? SW Ron 44860 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 1/13/2010 What is the current mileage? 84,645 If known, what is the reason for the tow? Tie rod broke and needed replacement, vehicle finishing a front end alignment-covered by customer s Service Contract. Have the repairs been completed? No. If yes, when were they completed? N/A If no, what is the estimated repair date? 1/15/2010 Are there any parts that need to ordered? No. If yes, what are the part & order # s? N/A Rental provided? Unknown

If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information. ****End structured narrative T2 - PCCP Agent is closing CAIR as repair is covered by Service Contract.

Customer Assistance Inquiry Record (CAIR)#

19241729

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX38A7 7G

Open Date

01/16/2010

Built Date

03/28/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

05/28/2007 Mileage

81,093

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

45276 WHITE'S ENERGY MOTORS

Dealer Address

2801 S DOUGLAS HWY

Dealer City

GILLETTE

Dealer State

Dealer Zip 82718

Owner Address

GILLETTE WY

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Roadside Assistance Contacted - DATE : 2010-01-14 Road Side File Created 01-16-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1400 E LINCOLN STREET 203 MOTOR COURT BUTLER SPAETH ROAD GILLETTE GILLETTE WY USA WY CALLER_COMMENTS ANDRAKO BLDG /TIE ROD ISSUE ON PA DEALER CODE : 45276 WHITE S ENERGY MOTORS DEALER CONTACT Date & time of Dealer contact? 01/18/10 at 11:36 ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Tony SA / 45276 Is the vehicle at the dealer now? No When did it arrive at the dealer? 01/14/10 What is the current mileage? 81093 If known, what is the reason for the tow? tie rod end broke Have the repairs been completed? Yes If yes, when were they completed? 01/15/10 If no, what is the estimated repair date? N/A Are there any parts that need to ordered? no

If yes, what are the part & order # s? N/A Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP CONTACT UPDATE - Date & time of customer contact? 01/18/10 at 11:43 Writer was advised to speak with Dennis. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 7 How satisfied are you with the overall handling of this event? 10 ****End structured narrative T2 - PCCP Survey CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19248065

VIN

1D7KS28C0 6J

Open Date

Model Year In Service Dt Plant

2006 12/22/2005 J

Body

DH7L41

Mileage

137,000

ST. LOUIS ASSEMBLY II NORTH

01/27/2010

Built Date

08/24/2005

DODGE RAM 2500 ST QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer
Dealer Address
Dealer City

44067 CHRISTOPHER'S DODGE WORLD INC

16655 WEST COLFAX AVE

GOLDEN

Dealer State CO

Dealer Zip 80401

Owner Address

POTWIN KS

Contact Type

E-MAIL

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Worn - Front

right tie rod just fell off

***** EMAIL BRIEF DESCRIPTION CONTENT *****

Complaint about steering system on 2006 Ram 2500 Diesel.

***** END EMAIL BRIEF DESCRIPTION CONTENT *****

I am very concerned about the steering system in my 2006 Ram 2500 Diesel

pick up. The steering system is very weak and seems unsafe. Last Friday

the right tie rod just fell off, luckily I was only traveling 30mph. I

bought my first Dodge PU in 1973 and have had four others since, and it

seems to me that the quality has gone way down since my first one. I am

unemployed right now and cannot afford costly break downs like what just

happened. This pick up has been service at only Dodge dealerships and

they seemed to have missed lubricating the tie rod ends as the one that

fell off was very dry. I have been a Dodge fan for years but after owning

this vehicle my loyalty is dwindling fast. You have a motor that lasts

300 to 400 thousand miles, why can t you make the rest of the vehicle to

do the same??

----

Dear

Thank you for contacting the Chrysler Customer Assistance Center.

We appreciate the time and effort you took to tell us of your

dissatisfaction in our product. Comments like yours are one way to learn

of problems that develop and the improvements desired. We have

documented your comments and noted your VIN along with the vehicle s

current mileage of 137,000 miles.

Chrysler Group has made tremendous gains in customer satisfaction and

vehicle quality and we are dismayed to learn that your expectations have

not been met. Please accept our apology for the problems you have

experienced.

Thanks again for your email.

---

NOTE TIE ROD WAS WARRANTIED FOR 3/36

_NOTE OWNERS MANUAL STATES OUTER TIE RODS ARE TO BE LUBRICATED ON A 4X4 AT

EVERY OIL CHANGE INTERVAL. VEHICLE HAS 137,000 MILES

Customer Assistance Inquiry Record (CAIR)#

19251444

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C0 7G

Open Date

01/20/2010

Built Date

12/22/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

08/08/2007 Mileage

70,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB5

ELECTRIC BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

65888 COUNTRY CLUB CHRYSLER DODGE INC

Dealer Address

ROUTE 19 SOUTH

Dealer City

CLARKSBURG

Dealer State

Dealer Zip 26301

Owner Address

LUMBERPORT WV

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Why is the customer contacting Chrysler? Customer stated that he was driving and the tie rod broke on his truck. Customer stated that had he been on the interstate hwy it could have been a disaster. Customer is very upset as the truck had linkage recall repair and believes this is related. What are the customer s expectations? None, customer stated he just wanted to let us know there is an issue and he is not happy with this vehicle.

Customer Assistance Inquiry Record (CAIR)#

19252225

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C0 7G

Open Date

01/20/2010

Built Date

12/22/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

08/08/2007 Mileage

99,137

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB5

ELECTRIC BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

65888 COUNTRY CLUB CHRYSLER DODGE INC

Dealer Address

ROUTE 19 SOUTH

Dealer City

CLARKSBURG

Dealer State

Dealer Zip 26301

Owner Address

LUMBERPORT WV

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

****Begin structured narrative T2 - Beginning Narrative

Why is the customer contacting Chrysler?

Customer is broke down on the side of the road.

What are the customer s expectations?

Customer would like to get the part to fix his truck.

****End structured narrative T2 - Beginning Narrative

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day

Preferred call back number is cell

Who has possession of the vehicle? Owner

Has the vehicle been diagnosed by a CDJ dealer? No

Reassigned to 88F

Customer states that his car is broken down on the side of the road.

Customer states that he called the dealership and said that the left tie

rod needs to be replaced. Customer alleges that the dealership told him

that the dealer does not order that part because Chrysler does not sell

that part. Customer is requesting to know why he can not get the part.

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

Customer called back and stated that he needs to speak with a Star

Technician. Writer informed the Customer that the dealerships are proper

channel for contact with Star.

Writer contacted Ken / SM / 65888 and was informed that they where able

to get correct parts ordered. Ken stated that customer did have the tie

rod ends replaced 34,000 miles ago, and we did provide partial

assistance at that time. Given that we have extended goodwill in the

past, and that customer is OOW by 63,137 goodwill has been declined.

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CLOSED LOOP UPDATE - no need for additional follow-up. mdm spoke to SM and he advised the customer authorized repair to replace the left hand tie rod end. Total cost to repair is $146.92. Vehicle is now repaired and customer has picked up vehicle.

Customer Assistance Inquiry Record (CAIR)#

19261093

VIN

3D7MX48C6 6G

Open Date

Model Year In Service Dt Plant

2006 03/31/2006 G

Body

D18L42

Mileage

164,152

SALTILLO TRUCK ASSEMBLY PLANT

01/24/2010

Built Date

07/07/2005

DODGE RAM 3500 ST QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

43469 JOHNSON DODGE 1210 HWY 39 NORTH MERIDIAN

Dealer State

Dealer Zip 39302

Owner Address

SCOOBA MS

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Steering - Linkage - Defective - Default Recall - H46: - Advise Owner/Incomplete Recall
Roadside Assistance Contacted - DATE : 2010-01-22 Road Side File Created 01-24-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 18185 HWY 45 1210 HWY 39 N STATE HIGHWAY 16 SCOOBA MERIDIAN MS USA MS CALLER_COMMENTS FLATBED, 8 DOUBLE CAB DUELLY, DIE DEALER CODE : 43469 JOHNSON DODGE DEALER CONTACT Date & time of Dealer contact? 1:57 on 1/25/10. Who did you speak with at the dealer and what is their dealer code? Lauren / SA / 43469 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 1/22/10 What is the current mileage? 164182 If known, what is the reason for the tow? Steering linkage broke Have the repairs been completed? Yes If yes, when were they completed? 1/25/10 If no, what is the estimated repair date? N/A Are there any parts that need to be ordered? No If yes, what are the part & order #'s? N/A Rental provided? No If yes, how many days? (either by the dealer or USCAC)

N/A Contact Number
Service Advisor stated that the repair is under the H46 Recall. CONTACT UPDATE - Date & time of customer contact? 2:07 on 1/25/10 Called the customer and explained the PCCP program. Also explained that writer would be following up with him after he picks up his vehicle. Set Follow up for 1/26/10 RECALL - The vehicle is being repair for the steering linkage problem associated with the recall. CUSTOMER - 7:32 on 1/26/10. Called the customer and he stated that he has not received his vehicle back yet. The customer to call and arrange to have the vehicle brought back to him as was originally arranged. Set follow up to check on vehicle performance on 1/27/10. CUSTOMER - 9:20 on 1/27/10. Called the customer and he stated he got his vehicle back and it was running fine. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 10 How satisfied are you with the overall handling of this event? 6 ****End structured narrative T2 - PCCP Survey CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19262686

VIN

3D7KS28C4 5G

Open Date

Model Year In Service Dt Plant

2005 09/30/2005 G

Body

DH7H41

Mileage

80,000

SALTILLO TRUCK ASSEMBLY PLANT

01/25/2010

Built Date

04/29/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer

45306 RONAN DODGE CHRYSLER JEEP

Dealer Address

62683 US HIGHWAY 93

Dealer City RONAN

Dealer State

Dealer Zip 59864

Owner Address

LAKESIDE MT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Recall - E17: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Problems with front end suspension on vehicle. What are the customer s expectations? To have Chrysler assist in the repairs. ****End structured narrative T2 - Beginning Narrative Customer states he has had a problem with the front suspension of the vehicle since he bought it. At 25,000 miles the dealer Kari 44788 replaced the Hubs and u-joint. Customer states he would like Chrysler to assist in the repairs. Writer noticed customer is the original owner. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day. Preferred call back number is home# Who has possession of the vehicle? Customer Has the vehicle been diagnosed by a CDJ dealer? No Reassigned to 88F Writer advised customer of open recall. Customer has had most of the repairs done at dealer 44788. But customer is now working with dealer 45306. * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 9:37. Customer was provided with agent s extension: 66131. Customer is calling to find out if a decision has been made on his case at this point. Writer advised the customer that the case manager should be giving him a call back by 6 p.m. EST to give a decision. Writer advised that the case manager will need to speak with the dealership before a decision can be made. Customer calls requesting to speak with Michael Customer/Caller transferred to extension # 66131 Caller states the dealer is waiting for a call from him, SM Tom.
called trying to get hold of JF849, said he left a message today and to make sure case handler calls him back on his Cell:
. Writer informed customer that his information will be documented. Writer spoke with the SM Tom at 45306. Tom states that his Area Rep

Dustin declined goodwill assistance. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CLOSED LOOP UPDATE - customer was contacted today at 12:22. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. Customer states that she will never purchase a Dodge again.

Customer Assistance Inquiry Record (CAIR)#

19268715

VIN

3D7KS28C1 6G

Open Date

Model Year In Service Dt Plant

2006 03/26/2006 G

Body

DH7H42

Mileage

74,547

SALTILLO TRUCK ASSEMBLY PLANT

01/27/2010

Built Date

12/24/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

61210 BAXTER CHRYSLER JEEP DODGE

Dealer Address

17950 BURT ST

Dealer City OMAHA

Dealer State

Dealer Zip 68118

Owner Address

OMAHA NE

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front
Roadside Assistance Contacted - DATE : 2010-01-25 Road Side File Created 01-27-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 17370 LAKESIDE HILLS PLAZA 17950 BURT ST S 171ST STREET OMAHA OMAHA NE USA NE CALLER_COMMENTS BAKERS LOT, 17370 LAKESIDE. OFF DEALER CODE : 61210 BAXTER CHRYSLER JEEP DODGE DEALER CONTACT Date & time of Dealer contact? 01/27/10 at 1:35 pm EST. ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Jack SA, 61210 Is the vehicle at the dealer now? No When did it arrive at the dealer? 01/25/10 What is the current mileage? 74547 If known, what is the reason for the tow? Broken tie rod ends Have the repairs been completed? Yes If yes, when were they completed? 01/26/10 If no, what is the estimated repair date? N/A Are there any parts that need to ordered? No If yes, what are the part & order # s? N/A Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A

Dealer provided the following customer contact information. cell
****End structured narrative T2 - PCCP Repair was covered under aftermarket service contract. Due to the fact that the repair was not covered under warranty but through an aftermarket service contract, customer contact is not required. Writer is closing the CAIR.

Customer Assistance Inquiry Record (CAIR)#

19269800

VIN

1D7KS28C2 6J

Open Date

Model Year In Service Dt Plant

2006 07/14/2006 J

Body

DH7P41

Mileage

79,000

ST. LOUIS ASSEMBLY II NORTH

01/27/2010

Built Date

10/15/2005

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer
Dealer Address
Dealer City

66894 WARNOCK DODGE CHRYSLER JEEP

175 ROUTE 10

EAST HANOVER

Dealer State NJ

Dealer Zip 07936

Owner Address

TOWACO NJ

Contact Type

TELEPHONE

Home Phone (973) 334-9717

Country

UNITED STATES

Corporate - Company Information Contact - Default - Default - Default
Corporate - Property Damage - Default - Default - Default Dealer - By-Pass - Default - Default - Default Product - Unknown - Unknown - Accident - Default Recall - F05: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall
Why is the customer contacting Chrysler?Body shop contacting chrysler because of recall work done on the vehicle. Customer gave body shop documentation on recall. Informed this is a recall and reimbursement may be submitted. Provided customer with address. What are the customer s expectations?none. Advised customer to submit original repair order & proof of payment to: Chrysler Recall Assistance Center P. O. Box 21-8007 Auburn Hills, MI 48321-8007 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the reimbursement is dependent upon verification of all documents requested. Customer calls seeking recall information. Advised the customer of incomplete recall ?recall H46, recall F05? for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. IRF called to get more information on the recall. Said customer was in an accident. Said he needs to advise the customer to call us. Customer called in and states that that the ball joint is broken for the second time and this cause the steering linkage at left side broke too and the dealer is telling him that they will cover the ball joint repair but no the steering linkage repair and customer wants Chrysler assist him with that repair. Writer got very upset when agent informed him that a case manager will contact him on Monday. Customer wanted this issue been resolve today. Customer states the dealer already repair his vehicle but they will not give him the vehicle back until he pays or Chrysler pays for the repair.Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Dealer

Has the vehicle been diagnosed by a CDJ dealer? Yes Reassigned to 88F 1. Who is calling and what is their contact information? Robert Lane Preferred Alternate: 2. What happened? Customer states he was driving down the road and his ball joint broke apart causing the steering linkage to go through the rim and popping the tire causing him to get into an accident. 3. What is the current location of the vehicle? Dealer - 66894 175 ROUTE 10 East Hanover NJ, 07936 *************************************************************************** Called owner and left vm. Per above, vehicle is already repaired, nothing to inspect. Based on above description, failure does not appear to be related to recall. Owner can always send in bill for review. jss15.

Customer Assistance Inquiry Record (CAIR)#

19277616

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C9 7J

Open Date

01/29/2010

Built Date

08/29/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

05/25/2007 Mileage

77,526

Dealer Zone 35 WASHINGTON

ST. LOUIS ASSEMBLY II NORTH

Market

PB7

PATRIOT BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

62737 MOTORWORLD CHRYSLER INC

Dealer Address 150 MOTOR WORLD DR

Dealer City

WILKES-BARRE

Dealer State PA

Dealer Zip 18703

Owner Address

WILKES BARRE PA

Contact Type

FAX

Home Phone

Country

UNITED STATES

Product - Steering - Linkage - Other - Default Corporate - Complaint Contact - Default - Default - Default

Customer states tie rod broke.

Why is the customer contacting Chrysler?Customer stated he has had to replace the tie rod 2 times already. Customer states the tie rod is broke again and almost died yesterday on the railroad tracks. Customer is upset and also stated he has owned 4 Dodge trucks. Customer states the warranty on the tie rod is 1 year or 12000 miles and is only 35 miles over. What are the customer s expectations?Customer expects for Chrysler to pay for a new tie rod. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle?Customer Has the vehicle been diagnosed by a CDJ dealer?Yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 9:20am mdt. Customer was provided with agent s extension: 66310. Customer calls requesting to speak with KL330 Customer/Caller transferred to extension # 66310 Customer called in requesting to speak with KL330. Writer advised customer would deliver message to case manager and the agent will contact him back as soon as possible. CONTACT UPDATE - Customer was contacted today at 2:33pm mdt. Customer was provided with agent s extension: 66310. Writer could not contact service department at dealer, will tryagain 2/3/10. Customer states the first dealership that worked on the vehicle for the same problem was 68260 SPIRIT CHRY-DODGE-JEEP 856-467-2200. Writer advised customer what is in the notes and would document the information. Writer also advised customer would deliver a message to case manager on the case. CONTACT UPDATE - Customer was contacted today at 9:33am mdt. Customer was provided with agent s extension: 66310. Customer states that he already paid $526.86 to repair the vehicle due to the fact that he was 35 miles outside of his warranty. Customer does not feel like with the

situation that he should have paid as much as he had to. Customer is requesting a reimbursement for the cost of the repairs due to the fact that this is the 3rd repair of this kind. Rick SM at dealer # 68260 states that the vehicle was involved in a recall regarding steering linkage repair done on 9/11/09 at 66,218 miles along with the tie rod ends. Agent approves the entire amount of the repair $526.86 due to the fact that this is a loyal Dodge brand customer and is only OOW due to 35 miles and has only had the part on the vehicle for about 4 months before it failed on him. CLOSED LOOP UPDATE - customer was contacted today at 9:52am mdt. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. Customer called inquiring about the status of his reimbursement. Writer informed customer the reimbursement process takes 30 business days. Customer called stating that he has not heard anything on this, writer informed him we do not have anything, and asked that he fax that. Customer states he wants to know if CAC received his fax. Writer advised customer the fax is not in the CAC system and customer should check back in the next few days. Approved 526.00 * Writer called customer about check. He doesn t think he ll have a problem cashing it even if his name is misspelled. POSTMARK DATE: 030510; DATE RECEIVED: 030910

Customer Assistance Inquiry Record (CAIR)#

19282485

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C2 6G

Open Date

02/01/2010

Built Date

02/24/2006

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

08/06/2006 Mileage

66,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

45399 COURTESY DODGE 9207 E ADAMO DR TAMPA

Dealer State

Dealer Zip 33619

Owner Address

RIVERVIEW FL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Unknown - Unknown - Accident - Default
Corporate - Complaint Contact - Default - Default - Default Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states the steering linkage broke What are the customer s expectations? To get the steering fixed at no cost ****End structured narrative T2 - Beginning Narrative Customer bought truck brand new. Customer stated the steering arms broke. Customer states the dealer stated her vehicle is not part of the H46 recall. Customer states she did not receive a letter about recall. Customer wants the steering arms to be replaced at no cost. Customer states the truck does not fully go into park. Courtesy Chrysler (according to dealer search this dealer is closed)
-office and is forwarded to Melinda s cell when she leaves. s cell
Customer states she thinks this issue needs to be addressed with steering in all ram trucks No accident occured this is not an SI. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Agent attempted to contact dealer, however was unable to get through to service. CONTACT UPDATE - Customer was contacted today at 11:40am MST. Customer was provided with agent s extension: 66124. Agent contacted the customer, she states that they had to pay for the

Steering

repairs, about $1200. Customer wanted to complain about the steering breaking and that it should be a recall. Agent advised the customer her concerns were documented and if the issue does become a recall, she can send in for recall reimbursement.

Customer Assistance Inquiry Record (CAIR)#

19288532

VIN

3D7KS29C0 6G

Open Date

Model Year In Service Dt Plant

2006 09/15/2005 G

Body

DH7P81

Mileage

117,000

SALTILLO TRUCK ASSEMBLY PLANT

02/03/2010

Built Date

08/26/2005

DODGE RAM 2500 LARAMIE MEGA CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

44837 SALMON RIVER MOTORS INC

Dealer Address

1065 S CHALLIS ST

Dealer City SALMON

Dealer State

Dealer Zip 83467

Owner Address

SALMON ID

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Unknown - Poor Handling Default
Recall - H46: - Advise Owner/Incomplete Recall
Corporate - Complaint Contact - Default - Default Default

Caller states steering seperated from vehicle.
H46 STEERING LINKAGE SAFETY 04/27/2009 INCOMPLETE USA

Why is the customer contacting Chrysler? Mr. MR

states he

received a recall letter relating to Steering Linkage and shortly

thereafter that steering linkage on the front passenger side broke.

Caller took 2006 DODGE RAM 2500 LARAMIE MEGA CAB 4X4 ISD : 09/15/2005

to 44837 (Dealer is DSAP1) SALMON RIVER MOTORS INC - 208-756-4211 and

was advised that the part that seperated is not part of the H46 STEERING

LINKAGE SAFETY 04/27/2009 INCOMPLETE USA caller states that the

repair would be (Customer Pay) $850.XX.

What are the customer s expectations? Caller is seeking Goodwill

asistance as he is OOW (Manufacturers Warranty) and OOW SC.

additionally adds that the part that broke is not

available for replacement and that the entire front end steering

components must be replaced as they have been updated/superseeded.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day.

Preferred call back number is

cell - leave message.

Who has possession of the vehicle? Dealer.

Has the vehicle been diagnosed by a CDJ dealer? Yes.

Reassigned to 88F

Verified H46 STEERING LINKAGE SAFETY 04/27/2009 INCOMPLETE USA

Recall.

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

CONTACT UPDATE - Customer is the 2nd owner of vehicle. Has owned 3 other

USED CDJR vehicles in household history. Customer is still in possession

of 3 vehicles. Service contract is expired by 67000 miles.

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

The vehicle warranty has expired by time and/or mileage.

Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

CONTACT UPDATE - Customer was contacted today at 12:08 pm MST. Writer

left a voice message.

Goodwill has been declined due to customer being so far out of warranty by miles and the issue not being related to the recall. Customer called in regards to case. Writer informed customer of decline. Customer states he is just barely out of the CSC coverage by 6,000 miles not 67,000 miles. Writer found that the CSC expired at 110,948 miles. Customer requesting to speak with CM1101. Customer/Caller transferred to extension # 66308. Customer called in stating that he needed to speak to Carmen regarding his case. Customer states that he was supposed to be getting a call back today in regards that he is only our of warranty by 6000 miles and not 67000. Writer informed customer that the case is still open but that according to the narrative it is still declined. Writer transferred to extension #66308. CLOSED LOOP UPDATE - customer has been informed of the decline. Customer is out of his basic warranty by almost 2 years and 67000 miles. Customer is out of his service contract (that was a pre owned certified service contract, not one the customer paid for) by 6000 miles. Customer calling to talk to CM1101. Customer calling about recall on steering linkage. Customer stating that he has to pay $850.00 to fix steering. Customer not happy about the decline. Writer again informed customer that he is still declined about decision. Customer is still asking for assistance to pay for steering. Writer transferred customer to ext 66308.

Customer Assistance Inquiry Record (CAIR)#

19290972

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C9 7J

Open Date

02/04/2010

Built Date

12/05/2006

2007

Body

DH7P41

DODGE RAM LARAMIE 4X4 2500 QUAD CAB

12/22/2006 Mileage

40,000

Dealer Zone 74 DENVER

ST. LOUIS ASSEMBLY II NORTH

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

60323 DAVE SYVERSON CHRYSLER DODGE JEEP

Dealer Address 2320 E MAIN ST

Dealer City

ALBERT LEA

Dealer State MN

Dealer Zip 56007

Owner Address

FREEBORN MN

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-02-02 Road Side File Created 02-04-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1010 PARK STREET 2320 E MAIN ST 10TH AVENUE FREEBORN ALBERT LEA MN USA MN CALLER_COMMENTS TIE ROD BROKE WAYNES REPAIR , WAY DEALER CODE : 60323 DAVE SYVERSON CHRYSLER DODGE JEEP Agent is closing this duplicate CAIR, please see CAIR 19290983 for handling.

Customer Assistance Inquiry Record (CAIR)#

19290983

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C9 7J

Open Date

02/04/2010

Built Date

12/05/2006

2007

Body

DH7P41

DODGE RAM LARAMIE 4X4 2500 QUAD CAB

12/22/2006 Mileage

40,000

Dealer Zone 74 DENVER

ST. LOUIS ASSEMBLY II NORTH

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

60323 DAVE SYVERSON CHRYSLER DODGE JEEP

Dealer Address 2320 E MAIN ST

Dealer City

ALBERT LEA

Dealer State MN

Dealer Zip 56007

Owner

Address

FREEBORN MN

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Roadside Assistance Contacted - DATE : 2010-02-02 Road Side File Created 02-04-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1010 PARK STREET 2320 E MAIN ST 10TH AVENUE FREEBORN ALBERT LEA MN USA MN CALLER_COMMENTS TIE ROD BROKE WAYNES REPAIR , WAY DEALER CODE : 60323 DAVE SYVERSON CHRYSLER DODGE JEEP DEALER CONTACT Date & time of Dealer contact? 02/04/10 at 12:05 pm EST. Writer spoke with SM, Brian. Vehicle repair is not covered under warranty. Right outer tie rod end broke. Recall inspection is completed and not related to recall. Customer contact is not required. Writer is closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19309888

VIN

3D7KS28CX 5G

Open Date

Model Year In Service Dt Plant

2005 10/21/2004 G

Body

DH7H41

Mileage

128,000

SALTILLO TRUCK ASSEMBLY PLANT

02/11/2010

Built Date

07/26/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

60336 PERFORMANCE DODGE CHRYSLER JEEP

Dealer Address

6822 HIGHWAY 84

Dealer City FERRIDAY

Dealer State

Dealer Zip 71334

Owner Address

VIDALIA LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states that the tie rods broke while she was driving yesterday. What are the customer s expectations? Customer is looking for goodwill assistance with the repair of the tie rods. ****End structured narrative T2 - Beginning Narrative Customer states that there was a recall on the tie rod on 2005 Dodge Ram and her vehicle is experiencing the same issue. Customer states that she has not taken the vehicle to CDJ dealership yet for diagnosis. Informed customer that before Chrysler considers offering any goodwill assistance outside of warranty, a diagnosis would need to be performed by an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that any authorization for a Chrysler, Dodge, or Jeep dealer diagnosis would be at their discretion and expense. No commitment for goodwill assistance has been made at this time. Customer is seeking out of warranty assistance in the form of goodwill assistance. Based on the information at hand, agent is considering the following: Provided customer with CAIR #. Customer states that she will take the vehicle to dealer # 60336. Informed her about incomplete recall on vehicle.

Customer Assistance Inquiry Record (CAIR)#

19311375

VIN

3D7KS28D9 5G

Open Date

Model Year In Service Dt Plant

2005 07/11/2005 G

Body

DH7H41

Mileage

80,000

SALTILLO TRUCK ASSEMBLY PLANT

02/11/2010

Built Date

02/24/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer Dealer Address
Dealer City

38713 MULLANE MOTORS INC 6200 S TRANSIT ROAD LOCKPORT

Dealer State

Dealer Zip 14094

Owner Address

LOCKPORT NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Company Information Contact - Default - Default - Default
Product - Suspension - Lower Control Arms/Ball Jnts - Broken - Front-Driver
Product - Suspension - Tie Rods / Drag Link - Other - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Caller states that on June 2 of 2008 states the front end went out. States the entire front end was replaced and claims that last night the entire front end went out again. What are the customer s expectations? would like to know if this is normal and what can be done to assist in repairing it. ****End structured narrative T2 - Beginning Narrative ****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? What are the customer s expectations? ****End structured narrative T2 - Beginning Narrative inner tie rod from the pitmann arm, ball joints. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? Yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 5:00 pm ET. Customer was provided with agent s extension: 66011. Writer contacted the customer and he stated that the repair was completed and that his vehicle was returned to him today. Customer stated that he did not know what to do at this time. Writer advised the customer that he would need to submit for reimbursement and that they would be able to make the decision. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number

(CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. CLOSED LOOP UPDATE - customer was contacted. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19317209

VIN

3D7KS28C8 6G

Open Date

Model Year In Service Dt Plant

2006 11/09/2005 G

Body

DH7P41

Mileage

155,000

SALTILLO TRUCK ASSEMBLY PLANT

02/15/2010

Built Date

07/25/2005

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 51 CHICAGO

Market

Dealer Dealer Address
Dealer City

65673 KIMBERLY CAR CITY 625 W KIMBERLY RD DAVENPORT

Dealer State

Dealer Zip 52806

Owner Address

BETTENDORF IA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front- Customer said the tie rod broke backing out of the

Driver

driveway.

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer said the tie rod broke backing out of the driveway. What are the customer s expectations? Customer expected to have it covered under the H46 recall. ****End structured narrative T2 - Beginning Narrative Customer said the tie rod broke backing out of the driveway. Customer said the dealer had told him recall H46 had been completed. Writer confirmed it had. Customer asked why the tie rod would break. Writer told him writer could not answer that, the dealer could though. Writer told him the dealer could diagnose the vehicle and determine the cause of the break.

Customer Assistance Inquiry Record (CAIR)#

19321189

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX38A4 7G

Open Date

02/16/2010

Built Date

05/04/2007

2007

Body

D18H41

DODGE RAM SLT 4X4 3500 QUAD CAB

04/24/2008 Mileage

42,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

60054 JEFF SMITH CHRYSLER DODGE JEEP

Dealer Address

100 IFFIE ROAD

Dealer City

PERRY

Dealer State

Dealer Zip 31069

Owner Address

ROBERTA GA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? The customer called because his tie rod came apart. What are the customer s expectations? The customer is seeking assistance with the repair. ****End structured narrative T2 - Beginning Narrative Customer calls seeking recall information. Advised the customer there are no incomplete recalls for this vehicle. The customer was also advised a notification letter will be mailed to the address on file in the event their vehicle is involved in a future recall. The customer stated he would like to be assisted with the repair because of the low mileage on the call. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? customer Has the vehicle been diagnosed by a CDJ dealer? no Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 10:48am MST. Customer was provided with agent s extension: 66124 agent adviserd the customer that he would need a diagnostic performed at an authorized dealer before Chrysler can consider any assistance. Customer understood. Agent considering a $100 deductible Agent attempted to contact dealer phone just continuously rang. Agent contacted the dealer spoke with SM Philip Washington, states there are many components in the front end that need to be replaced. 1. Tie rods 2. Passenger hub bearing 3. Upper ball joints 4. Lower ball joints.

5. Rod linkage 6. Steering Damper 7. Pitman arm 8. Steering knuckle. Total customer pay price is $2421.74 + alignment Agent will contact tomorrow for warranty prices. Agent contacted the customer and advised that the case is still being worked customer should have an answer by 02/24/2010. Customer understood. Agent spoke with the dealer, according to the dealer the prices given last were warranty. Dealer states they had a dispute with the customer a few months ago about a radio and the dealer had to 'eat' $500 for it. Dealer is more than willing to work on the vehicle however, they do not want to assist the customer based on the previous encounter. Agent will offer reimbursement of $1500 of the repair.Called the customer and advised of the decision. Customer was not happy and demanded a supervisor. Agent advised a supervisor would call him back within an hour. Writer called customer back per his request to speak to a Supervisor. Customer states he feels that Ram doesn t stand behind their product by not covering his entire repair of his front end. Writer explained to customer his warranty and how we are not obligated to asset with his repair. Writer advised customer of the goodwill decision and how that will be unchanged unless he is able to provide new information.

Customer Assistance Inquiry Record (CAIR)#

19324067

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28A5 7J

Open Date

02/17/2010

Built Date

05/08/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

05/30/2007 Mileage

80,200

Dealer Zone 42 DETROIT

ST. LOUIS ASSEMBLY II NORTH

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

41573 STRONGSVILLE DODGE INCORPORATED

Dealer Address 11800 PEARL ROAD

Dealer City

STRONGSVILLE

Dealer State OH

Dealer Zip 44136

Owner Address

BEREA OH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Unknown - Unknown - Accident - Default

Corporate - Property Damage - Default - Default - Default

Dealer - By-Pass - Default - Default - Default

Product - Steering - Power Rack and Pinion / Gear - Defective - Default

1. Who is calling and what is their contact information? Preferred: Alternate: None 2. What happened? Customer states his steering linkage broke on the passenger side and caused him to hit a pedestrian. Caller states the parts were on previous a recall for steering linkage and recall was aledgedly performed. Customer is irate. 3. What is the current location of the vehicle? In his driveway. ************************************************************************** 02.17.10 Left Message for customer >> case is being forwarded to Chrysler Legal (CCRG) (2-5 days contact) VEHICLE LOCATED AT: RESIDENCE MISS
BEREA OH Per OGC Matrix, reassigned to 82T. MG17 2/17/10 ASSIGN TO LSE6 CAIR NUMBER 19324067 REQUEST EAA INSPECTION 02-17-2010 14:32 CAIR NUMBER 19324067 E-MAIL SENT TO EAA 02-17-2010 14:32 CCRG Open Date: 02/17/2010 11:59:57 Letter Sent: Acknowledgement 02/18/2010 08:37:49 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 02/24/10 AT 16:44:40 19324067 Letter Sent: Denial 03/01/2010

Customer Assistance Inquiry Record (CAIR)#

19326140

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C2 5G

Open Date

02/17/2010

Built Date

03/09/2005

2005

Body

DH7H42

DODGE RAM SLT 2500 QUAD CAB PICKUP

09/12/2005 Mileage

90,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PX8

BLACK CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

45249 DAVID DODGE, LLC 1801 ROUTE 202 GLEN MILLS

Dealer State

Dealer Zip 19342

Owner Address

WEST CHESTER PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Other - Default
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer had the tie rod break What are the customer s expectations? Customer expects Chrysler to pay for the repair. ****End structured narrative T2 - Beginning Narrative Customer calls seeking recall information. Advised the customer of incomplete recall H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. Customer is having trouble with the tie rods. Customer says the tie rod broke. Customer expects Chrysler to pay for the repair to the tie rods. Customer also says the vehicle lurches forward when break is released. Writer informed the customer there was not any recalls on the vehicle for that. Writer informed the customer the warranty had expired. Writer informed the customer this call would be referred to a senior resolution team. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? dealer Has the vehicle been diagnosed by a CDJ dealer? yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 11:58am MST. Customer was provided with agent s extension: 66151. -Customer is 2nd owner with 2 previous CDJR vehicles -tie rods are 3/36 so vehicle is 1 year and 54000 OOW * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer was informed of the decline, she was not happy, and would not accept, she requested supervisor, when the spuervisor came on the line the call had been disconnected.

Customer Assistance Inquiry Record (CAIR)#

19328888

VIN

3D7KS28C8 5G

Open Date

Model Year In Service Dt Plant

2005 07/07/2005 G

Body

DH7H41

Mileage

58,000

SALTILLO TRUCK ASSEMBLY PLANT

02/18/2010

Built Date

04/13/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

58424 REAGLE DODGE ROUTE 512 BANGOR

Dealer State

Dealer Zip 18013

Owner Address

BANGOR PA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Warranty Coverage - Default - Default Default Product - Suspension - Tie Rods / Drag Link - Broken Front
Recall - H46: - Advise Owner/Incomplete Recall

Customer calling in to get warranty information.
Customer states the tie rod broke and needs to be replaced. Writer advised customer of the open recall H46 on the vehicle.

Customer calls seeking recall information. Advised the customer of incomplete recall #H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. Why is the customer contacting Chrysler? Customer calling in to see if the warranty is covered the tie rods. What are the customer s expectations? Customer wanted to see if the warranty covers the tie rods. Customer wanted to know if the warranty covered the tie rods. Writer advised customer the warranty left on the vehicle would not cover the tie rods but if he has a third party service contract he would want to contact him. Customer called with question on recall. Customer calls seeking recall information. Advised the customer of incomplete recall H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair.

Customer Assistance Inquiry Record (CAIR)#

19337732

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28C2 7G

Open Date

02/23/2010

Built Date

11/13/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

06/22/2007 Mileage

73,836

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44914 AUTOMAX DODGE-CHRY-JEEP LLC

Dealer Address 4141 N HARRISON AVE

Dealer City

SHAWNEE

Dealer State

Dealer Zip 74804

Owner Address

SASAKWA OK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-02-21 Road Side File Created 02-23-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO:

SHAWNEE SHAWNEE OK USA OK CALLER_COMMENTS 01 - BROKEN TIE ROD, FIRE LAKE CA DEALER CODE : 44914 AUTOMAX DODGE-CHRY-JEEP LLC Duplicate CAIR. Please refer to 19337744.

Customer Assistance Inquiry Record (CAIR)#

19337744

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28C2 7G

Open Date

02/23/2010

Built Date

11/13/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

06/22/2007 Mileage

73,836

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44914 AUTOMAX DODGE-CHRY-JEEP LLC

Dealer Address 4141 N HARRISON AVE

Dealer City

SHAWNEE

Dealer State

Dealer Zip 74804

Owner Address

SASAKWA OK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Product - Suspension - Tie Rods / Drag Link - Other - Unknown
Roadside Assistance Contacted - DATE : 2010-02-21 Road Side File Created 02-23-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 41207 HARDESTY RD 4141 N HARRISON AVE 13TH STREET SHAWNEE SHAWNEE OK USA OK CALLER_COMMENTS 01 - BROKEN TIE ROD, FIRE LAKE CA DEALER CODE : 44914 AUTOMAX DODGE-CHRY-JEEP LLC DEALER CONTACT Date & time of Dealer contact? 2/23/10 at 8:22 am. ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? SM-Bryan at 44917 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 2/22/10 What is the current mileage? 73,836 If known, what is the reason for the tow? Passenger front tie rod end broke Have the repairs been completed? Yes If yes, when were they completed? 2/23/10 If no, what is the estimated repair date? N/A Are there any parts that need to ordered? No If yes, what are the part & order # s? N/A

Rental provided? N/A If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information. ****End structured narrative T2 - PCCP Dealership will perform repair to be covered under service contract. Not a warranty repair. No further customer follow up is needed. Closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19348479

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D3LX38C6 6G

Open Date

02/25/2010

Built Date

01/18/2006

2006

Body

D18P42

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

03/17/2006 Mileage

24,120

Dealer Zone 42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer Dealer Address
Dealer City

68541 O'HARA CHRYSLER PLYMOUTH DODGE

1111 W MICHIGAN AVE

CLINTON

Dealer State

JEEP EAGLE INC

Dealer Zip 49236

Owner Address

SALINE MI

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass

Why is the customer contacting Chrysler?

Caller is owner fiance.

Caller states that the passanger tie rod failed and was replaced by the

dealer. Caller states the dealer has not been helpful. Caller states that

the driverside tie rod has now failed, after hauling horses and there is

little faith in the vvehicle. Caller states the vehicle is at the dealer

and has not gotten back to the customer yet. Caller feels very unsafe.

What are the customer s expectations?

Caller is seeking to get a buy back.

Customer was advised that due to the nature of their request

a call back is required and will take place within one business day.

Preferred call back number is

Who has possession of the vehicle?Dealer

Is this a request for Lemon Law, buy-back or replacement? buy-back

Reassigned to 88L

Caller is Jason Haynes.

* * * * * * * * * * QUALIFIER TEAM * * * * * * * * * *

CONTACT UPDATE - Customer was contacted today at 3:04

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

Agent called the customer to discuss the request for a lemonlaw and

buyback replacement.

Agent could not leave a message for the customer so there is a call back

set for march 1st for both parties, Customer and the dealer (68541)

Customer called stating he has not received call back yet. The customer

provided an alternate contact number

number if

there is no answer on the other number.

2nd attempt made to contact customer on 03/1/10

Left message indicating another attempt will be made.

Customer was provided with agent s name and Brand number. 66169

Agent called the service manager to discuss the problems that the vehicle

is having.

SM states that the vehicle is no longer down there. Vehicle was picked up on Friday the 26th. Vehicle had a left tie rod end replacement. SM states the same tie rod end was replaced July 2nd 09 as well. Agent then called the customer to inform her of her that her request is not going to qualify. Customer states that this is her second tie rod end and she does not feel safe to drive the vehicle. Agent explained to her that the vehicle is safe to drive now and that is the dealerships diagnosis that states that. Customer states that she wants out of the vehicle and she will do whatever she needs to do to get rid of it. Customer is aware that he vehicle will not qualify for lemon law or bnuyback replacement. Agent is sending a D2D for the dealership to close out due to the vehicle being repaired and being considered a safe vehicle. * * * * * * * ATTENTION SERVICE DIRECTOR/MANAGER * * * * * * * This customer has contacted Customer Care seeking lemon law buyback/replacement. Preliminary research has determined this vehicle doesn t appear to qualify for lemon law/Buyback/Replacement and the customer has been informed of such. They have also been told that we re we are interested in repairing the vehicle if a repair is required. Please use all available resources as required (Area Manager, Business Center or STAR) to bring this to a resolution. RESEARCH RESULTS: Explain why this vehicle either appears to qualify or not: repair attempts Number of related repair attempts = 2 Number of days out of service = 4 Writer reviewed case with MC1118 and customer has been informed of information also dealership is fully aware that customer is afraid vehicle is not safe. Customer was informed the vehicle is safe. Writer is closing CAIR. CLOSED LOOP UPDATE - no need for additional follow-up. Why is the customer contacting Chrysler? Customer is calling for getting further reason to why the decision was made on this CAIR. What are the customer s expectations? Customer expects to get a more definitive answer. Writer told the customer that he can transfer the telephone call to the SR Agent#MH1129 for further details. Customer called in stating that she wanted to speak with someone about a complaint. Customer stated that she left a message on Wednesday. Customer stated that she needs to get this issue addressed today. Writer informed customer that she could be transferred to ext. 66077. Leaving the reference number, her name, agents name, and best contact number. Writer transferred call to ext. 66077

Customer Assistance Inquiry Record (CAIR)#

19351773

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WC76A7 8G

Open Date

02/26/2010

Built Date

10/15/2007

2008

Body

DM5L65

DODGE RAM 4X2 5500 REG CAB CHASSIS

07/07/2008 Mileage

100,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

44107 ACADIANA DODGE INCORPORATED

Dealer Address

1700 SOUTHEAST EVANGELINE HIGHWAY

Dealer City

LAFAYETTE

Dealer State

Dealer Zip 70508

Owner Address

ABBEVILLE LA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Caller is calling in regard to a tie rod repair. What are the customer s expectations? Caller expects rental assistance. ****End structured narrative T2 - Beginning Narrative Caller states that her son in law owns this vehicle and has ended up paying over $400 for a rental vehicle due to the amount of time it took to receive the tie rod. Caller states that she would like rental assistance for this issue. Writer declined rental assistance due to the high mileage on the vehicle. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Customer Assistance Inquiry Record (CAIR)#

19352688

VIN

3D7KS28D8 7G

Open Date

Model Year In Service Dt Plant

2007 08/14/2007 G

Body

DH7H41

Mileage

33,520

SALTILLO TRUCK ASSEMBLY PLANT

02/28/2010

Built Date

06/20/2007

DODGE RAM SLT 4X4 2500 QUAD CAB

Dealer Zone 32 NEW YORK

Market

Dealer

62950 LEON SHAPIRO MTR SLS INC

Dealer Address

410 WEST FIRST ST

Dealer City OSWEGO

Dealer State

Dealer Zip 13126

Owner Address

CICERO NY

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Reimbursement - Default - Default - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-02-26 Road Side File Created 02-28-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 6406 STATE HIGHWAY 31 410 WEST FIRST ST S BAY ROAD CICERO OSWEGO NY USA NY CALLER_COMMENTS 01 TOW MOP CC FOR OVERAGE. CCAS W DEALER CODE : 62950 LEON SHAPIRO MTR SLS INC ****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? What are the customer s expectations? ****End structured narrative T2 - Beginning Narrative DEALER CONTACT Date & time of Dealer contact? 6:51 on 3/2/10 ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Jim / SA / 62950 Is the vehicle at the dealer now? No When did it arrive at the dealer? 2/26/10 What is the current mileage? 33520 If known, what is the reason for the tow? Tie rod fell off Have the repairs been completed? Yes If yes, when were they completed? 3/1/10 If no, what is the estimated repair date? N/A Are there any parts that need to ordered?

Advised dealership tie rod fell out

No If yes, what are the part & order # s? N/A Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP RECALL -- SA stated that the steering linkage was inspected, no repair needed. CONTACT UPDATE - Called the customer and left a detailed message as to what the call was about, and also left the writer s contact information and reference number Follow up 3/3/10 CUSTOMER - Called the dealer and he states that his vehicle is working great. The only thing, he stated that he did not like was that he had to pay extra to take the vehicle to the dealership that always works on his vehicle. The closest dealership was one that he had problems with and would not ever take a vehicle to, the next closest dealership is where he want the vehicle taken to. After going over the reasons for doing that, and because the customer is very loyal to the dealership and to Chrysler, have purchased 7 new Chrysler vehicles over the year. Agreed to reimburse the customer on a one time basis for the cost of the addition amount of the tow of $62.50. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 8 How satisfied are you with the overall handling of this event? 8 ****End structured narrative T2 - PCCP Survey CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19353160

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS26A0 7G

Open Date

03/01/2010

Built Date

04/27/2007

2007

Body

DH7L62

DODGE RAM ST 4X4 2500 REG. CAB

06/11/2007 Mileage

34,577

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

68116 PARKS INC

Dealer Address 11987 SW US HWY 54

Dealer City

AUGUSTA

Dealer State

Dealer Zip 67010

Owner Address

FALL RIVER KS

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front
Roadside Assistance Contacted - DATE : 2010-02-27 Road Side File Created 03-01-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: CR-33 11987 SW US HWY 54 TOWNSHIP ROAD 484 FALL RIVER AUGUSTA KS USA KS CALLER_COMMENTS 250 4 BY 4 // CSR COVERED FOR 38 DEALER CODE : 68116 PARKS INC DEALER CONTACT Date & time of Dealer contact? 03/02/10 at 3:43 pm EST. Writer spoke with SA Chris at dealer 68116. SA, Chris provided SM,
for contact back tomorrow 03/03/10 which should have the diagnosis complete. CONTACT UPDATE - Date & time of customer contact? 03/03/10 at 3:49 pm EST. Customer contact number not available. Customer contact number not provided by dealership. Writer will contact customer after speaking with dealer 03/03/10. DEALER CONTACT Date & time of Dealer contact? 03/03/10 at 3:40 pm. Writer left message for SM, Agent attempted to contact dealer Service Manager (SM), however, SM not available. Left message for a return call at extension 66063. Writer will call dealer 03/04/10. 2nd DEALER CONTACT Date & time of Dealer contact? 03/04/10 at 2:37 pm EST. ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? SM, Is the vehicle at the dealer now? Yes When did it arrive at the dealer?

03/01/10 What is the current mileage? 34577 If known, what is the reason for the tow? Tie rod broke Have the repairs been completed? No If yes, when were they completed? N/A If no, what is the estimated repair date? 03/04/10 Are there any parts that need to ordered? Yes If yes, what are the part & order # s? Parts have arrived Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP Repair is covered under warranty. CONTACT UPDATE - Date & time of customer contact? 03/04/10 at 2:44 pm EST at 620-288-0593. Writer left message for the customer stating we would contact back 03/08/10. Writer provided CAIR, CAC and EXT for return call if required. Writer spoke with Kerry SA at dealer who states repairs are complete and customer has picked up the vehicle. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? Customer states was taken to wrong dealership and would not comment How satisfied are you with the overall handling of this event? could not get number but was satisfied with the dealerships work ****End structured narrative T2 - PCCP Survey CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19354907

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29D1 6G

Open Date

03/01/2010

Built Date

03/01/2006

2006

Body

DH7H81

DODGE RAM 2500 SLT MEGA CAB 4X4

11/11/2006 Mileage

49,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB7

PATRIOT BLUE PEARL COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer

23251 ANTWERPEN MOTOR CARS LTD

Dealer Address

6440 BALTIMORE NATIONAL PIKE

Dealer City

BALTIMORE

Dealer State

Dealer Zip 21228

Owner Address

WESTMINSTER MD

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown

Corporate - Property Damage - Default - Default - Default

Dealer - By-Pass - Default - Default - Default

Product - Steering - Linkage - Defective - Default

Product - Unknown - Unknown - Accident - Default

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? What are the customer s expectations? ****End structured narrative T2 - Beginning Narrative 1. Who is calling and what is their contact information? Preferred: Cell
2. What happened? Customer states she has had the vehicle in a few times with complaints about the steering. Customer states she was having a hard time keeping it on the road. Customer stated the dealer had done some repairs one of which she believed to be the steering linkage. Also had ball joints replaced. Customer stating this did not fix the problem. Customer stated that while driving the vehicle the tie rod end broke and the truck went into a tree. 3. What is the current location of the vehicle? Customers home
, WESTMINSTER , MD************************************************************************** 03.02.10 Left Message for customer >> case is being forwarded to Chrysler Legal (CCRG) (2-5 days contact) VEHICLE LOCATED AT: RESIDENCE MR
WESTMINSTER MD Per OGC Matrix, reassigned to 82T. MG17 3.2.10 One Open Recall:

_H46 STEERING LINKAGE SAFETY 04/27/2009 INCOMPLETE USA

3.2.10 Assigned to TNT16. MJK

CAIR NUMBER 19354907 REQUEST EAA INSPECTION 03-02-2010 11:14

CAIR NUMBER 19354907 E-MAIL SENT TO EAA 03-02-2010 11:14

CCRG Open Date: 03/02/2010 11:04:21

Letter Sent: Acknowledgement 03/03/2010 13:52:07

PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 03/08/10 AT 04:19:44 19354907

Doug Klung form progressive insurance called in to get information about

this claim. Writer informed him that it was a SI case and so I wasn t

able to talk about it at this time. Writer did informed him that our SI

investigator would contact the customer as soon as they have any more

questions or information. Doug asked how long that would take. Writer

informed him that I wasn t sure on that because it depended on how fast

the case was worked.

Letter Sent: Denial 03/11/2010

Customer states that he would like to know what Dodge is going to do

about it.

Writer informed customer that a letter was sent on 03/11/2010. Customer

states he would like to speak with the agent that has been working on it.

Writer informed cusotmer of

Direct line to Detroit SI agents:

MG17 -

Doug Klung called in to get update on the SI. Writer advised Doug a

letter was sent out and he could contact the customer to get update on

what is in that letter.

Customer called seeking repairs to her vehicle. Writer informed the

customer to contact the agent handling her case. The direct line for the

Detroit SI agent MG17 is noted above. That number is provided to the

customer. Writer informed the customer that because this is an SI case I

am unable to discuss anything further with her. Customer agrees to call

the Detroit SI agent.

Customer called in, has been unable to get in contact with the special

investigations agent handling the case. Agent advised the claim was

denied, with a letter sent out. Customer still wanted to talk to previous

agent. Agent could not get a hold of MG17 -

listed above,

advised customer to try alternate number JSS15 -

Customer Assistance Inquiry Record (CAIR)#

19367806

VIN

3D7KS28D8 7G

Open Date

Model Year In Service Dt Plant

2007 09/22/2007 G

Body

DH7H41

Mileage

25,691

SALTILLO TRUCK ASSEMBLY PLANT

03/05/2010

Built Date

06/20/2007

DODGE RAM SLT 4X4 2500 QUAD CAB

Dealer Zone 51 CHICAGO

Market

Dealer

66804 MANCARI'S CHRYSLER JEEP, INC.

Dealer Address

4630 WEST 95TH STREET

Dealer City OAK LAWN

Dealer State

Dealer Zip 60453

Owner Address

BRIDGEVIEW IL

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Rental Vehicle - Default - Default - Default Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Suspension - Tie Rods / Drag Link - Other - Unknown
Recall - H46: - Advise Owner/Incomplete Recall
Roadside Assistance Contacted - DATE : 2010-03-03 Road Side File Created 03-05-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 8800 S HARLEM AVENUE 4630 WEST 95TH STREET W 87TH PLACE BRIDGEVIEW OAK LAWN IL USA IL CALLER_COMMENTS LOT 0207 TOW_COMMENTS VENDOR_COM DEALER CODE : 66804 MANCARI S CHRYSLER JEEP DODGE, DEALER CONTACT Date & time of Dealer contact? 3/5/10 at 9:50 am. ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? SA-Tony at 66804 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 3/3/10 What is the current mileage? 25,691 If known, what is the reason for the tow? Broken tie rod end Have the repairs been completed? No If yes, when were they completed? N/A If no, what is the estimated repair date? Tie rod expected to be repaired on 3/5/10 but dealership will diagnosied other cutomer concerns. Unknown when vehicle will be completed. Are there any parts that need to ordered? N/A If yes, what are the part & order # s? N/A

Rental provided? No If yes, how many days? (either by the dealer or USCAC) N/A Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP Dealership stated they will address the H46 recall on the repair order. CONTACT UPDATE - Date & time of customer contact? 3/5/10 at 10:03 am. Writer reaches customer s wife who provides cell # as 708-476-0937. Attempts cell: Informed customer agent is following up on recent roadside services and tracking repairs at dealership to provide final follow up call once vehicle is released. Customer requests a rental vehicle. Writer informs will review with SM if more repairs are recommended today after diagnosis. Agent ext. 66130 and ref # provided. Customer was informed of open recall H46. Writer contacts dealership 66804 to speak with SM-Mario to inform of customer s rental request. Advised to contact agent at ext. 66130 after tie rod repair and diagnosis if customer s vehicle will have more down time. SA-Tony contacts Writer to discuss that after tie rod repair and diagnosis if more repairs are needed will contact for rental review. Customer contact on 3/9/10 at 4:00 pm. Customer stated owner is not available and requests a return call on 3/10/10 after 5 pm. Vehicle has been returned to customer. Customer contact on 3/10/10 at 4:49 pm. ****Begin structured narrative T2 - PCCP Survey Overall how satisfied were you with the Roadside service you received? 9 or 10 How satisfied are you with the overall handling of this event? 9 or 10 ****End structured narrative T2 - PCCP Survey Customer states the dealership released his vehicle on 3/5/10 after repairs were complete. Customer states they could not duplicate his other concerns of idle drop when the vehicle is stopped such as at red light, and a cruise control concern going in and out at 47 MPH. Customer states there seems to be some damage caused from when the tie rod broke and wants to know if that is covered under warranty. Advised the customer to take that to a dealership for diagnosis and see if it may be covered under warranty or as consequential damage as soon as possible. CLOSED LOOP UPDATE Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19368062

VIN

3D7MS48C9 5G

Open Date

Model Year In Service Dt Plant

2005 05/26/2005 G

Body

DH8H42

Mileage

71,000

SALTILLO TRUCK ASSEMBLY PLANT

03/05/2010

Built Date

01/29/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer

68540 SARATOGA CHRYSLER-JEEP-DODGE, INC

Dealer Address

617 MAPLE AVE

Dealer City SARATOGA SPRINGS

Dealer State

Dealer Zip 12866

Owner Address

GANSEVOORT NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Warranty Coverage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Recall - H46: - Advise Owner/Incomplete Recall

****Begin structured narrative T2 - Beginning Narrative

Why is the customer contacting Chrysler?

Customer states his tie rod broke.

What are the customer s expectations?

Customer wants to know why this is not a recall, and why his vehicle did

not show signs this may happen.

****End structured narrative T2 - Beginning Narrative

Customer calls seeking recall information. Advised the customer of

incomplete recall ?H46? for this vehicle. Customer was advised to

contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment

to complete recall repair.

Writer advised customer that warranty for tie rods, fall under the 3/36

which he has expired by over 30,000 miles. Customer states this is recall

for a 2009 Dodge Ram that he looked up on a non Chrysler website. Writer

advised customer that Chrysler is not responsible for other companies

websites. Writer advised customer that Chrysler is not responsible for

other companies websites. Writer advised customer he can look up recalls

pertaining to his vehicle on Chrysler, Jeep or Dodge.com under the for

owners tab. Customer wants to know why there were no signs that the tie

rod was failing. Writer advised customer that I am not a mechanic or a

technician and referred customer to dealership to seek answers.

Customer states Chevrolet would cover this and he would rather deal with

them.

Writer advised customer that recalls are VIN specific.

Customer called back about above issue and states that they are being

charged about a grand for the repair of the vehicle. Customer states that

they won t pay for the repair. Customer feels that the dealer is not very

good and doesn t hold their promises. Customer is infuriated that the

dealer is unable to tell them the part on the vehicle and if it is one of

the parts used for the 09 vehicles. And as well as if the part was not

recalled then why did they put a different part on the vehicle.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day

Preferred call back number is

husband cell,

owner cell

Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? Yes 68540 Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Customer is OOW by time and mileage Customer has an expired SC Customer is the 1st owner, current 1 CONTACT UPDATE - Customer was contacted today at 10:34 am. Customer states that the issue is fixed, and her husband was arguing with the dealership. Customer states that the 2009 s have an issue with this. Customer states that the dealership told them that the towing would be covered. Customer states that she feels that the dealership is not being honest with the repair. Customer states that this is the same issue as the other vehicles. Customer was informed that a call would be placed to the dealership for further information. Agent attempted to contact dealer Service Manager harry, however, SM not available. Left message for a return call at extension 66196. Dealer called in seeking Tina, agent sent to tina 66196 Agent spoke with SM. SM Harry states that the component that broke was on a recall, however his vehicle did not apply. Customer assumed that the dealership was going to pay for the towing which was not the agreement. SM states that the GM put a $60 credit towards this repair. SM states that the customer was screaming and yelling and causing a scene the dealership, and they refused to pay for the repair bill. Dealer was going to charge them for theft if they tried to remove the vehicle due to the agreement they had. Agent thanked the SM for the heads up. 2nd attempt made to contact customer on 03/09/10 at 12:37 pm. Agent spoke with the spouse. Customer states that they got mail regarding the recall H46. Customer reading off the paid invoice. Customer reads regarding the complaints to the dealership. Customer states that her husband is wondering why did they replaced the whole front end. Customer states that her husband is going to call the DMV, and the Attorney Generals Office, and others. Customer states that they don t trust this dealership. Customer doesnt feel that the vehicle has been aligned from the last repair. Customer states that her husband is really, really upset. Customer states that she wants the dealership to put back the old parts on her vehicle if it didn t apply to the recall. Agent informed customer that agent isn t a technician however, putting the old parts back on the vehicle is not helping the situation especially since they had a broken tie rod. Customer was informed that she is welcome to get a 2nd opinion if needed. Customer states that she is going to get a lawyer. Left message indicating another attempt will be made. Customer was provided with agent s name and Brand number. CLOSED LOOP UPDATE - customer was contacted today at 12:57 pm Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19373297

VIN

3D7LS38C0 5G

Open Date

Model Year In Service Dt
Plant

2005 02/12/2005 G

Body

DH8H42

Mileage

100,000

SALTILLO TRUCK ASSEMBLY PLANT

03/08/2010

Built Date

10/01/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Owner

Address

EATON CO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Caller stated that the driver side tie rod broke after being repaired twice. What are the customer s expectations? Caller is requesting assistance with the cost of repairs to the steering to make the vehicle safe to drive. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day Preferred call back number is Who has possession of the vehicle? dealer Has the vehicle been diagnosed by a CDJ dealer? yes Reassigned to 88F * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Writer contacted the dealer and spoke with SA Dan. SA stated that they fixed the vehicle yesterday at no cost to the customer. CONTACT UPDATE - Customer was contacted today at 1:32 pm ET. Customer stated that he was happy that the dealer took care of the issue. CLOSED LOOP UPDATE - customer was contacted today. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19376487

VIN

3D7MS48C1 5G

Open Date

Model Year In Service Dt Plant

2005 03/04/2005 G

Body

DH8H42

Mileage

89,000

SALTILLO TRUCK ASSEMBLY PLANT

03/09/2010

Built Date

12/15/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

44001 DON DAVIS CHRYSLER DODGE

Dealer Address

214 WEST HWY 332

Dealer City LAKE JACKSON

Dealer State

Dealer Zip 77566

Owner Address

SWEENY TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Other - Default Corporate - Excessive Contacts - Default - Default - Default Recall - H46: - Information Request

The customer stated the steering linkage broke.

****Begin structured narrative T2 - Beginning Narrative

Why is the customer contacting Chrysler?

The customer called because the steering linkage broke.

What are the customer s expectations?

The customer is seeking assistance for the repair.

****End structured narrative T2 - Beginning Narrative

The customer stated they never received the recall notice for the

steering linkage. Writer verified the address. Customer is seeking

assistance with the repair.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day

Preferred call back number is

Who has possession of the vehicle? Customer

Has the vehicle been diagnosed by a CDJ dealer? no

Reassigned to 88F

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

The writer called the only phone number provided: 979-647-4952

This number is to a Credit Union, the hours of operation will make it

difficult for the case manager to contact the customer. Please prove TWO

contact phone numbers for the customer.

CONTACT UPDATE - Customer was contacted today at 8:32 AM MT.

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

The writer was not able to leave a voice mail.

Customer calling on status. Customer states she was told she would get a

call today, but states she never got one. Writer informed customer that

contact was attempted today but case manager was unable to get to a

person. Writer got new contact information. Customer can be reached

11am-12pm at

(Cell) after that time from 12pm to 5pm she can

be reached at

ext. 33. Customer asking to speak with case

manger, writer advised that she could be sent to VM. Writer transferred

customer to ext. 66042.

Customer is very unhappy that she wasn t contacted already and states

that this is an emergency because this is their only vehicle.

The customer was concerned that she hasn t been followed up with from the

CM. The customer states she is needing reimbursement for the towing costs to get her vehicle into the dealer for recall repair. The customer states she wasn t informed of the recall and her husband was traveling at 70 mph when the tie rod broke and could have been fatal. Writer gave the customer instructions on what is needed for reimbursement for towing and contact information for roadside assistance customer service. The customer isn t certain the part that is being repaired is the recall, and would like the CM to call the dealer to verify this and call the customer back as well. 2nd attempt made to contact customer on 3/11/10 at 2:14 pm mst Agent advised that attempts were made to contact the customer on 3/10. Agent advised that I would research further with the dealer and contact her back. Agent contacted dealer 44001 and spoke with SA Jonathon who stated that the left front tie rod broke which caused the left front tire to go into a different direction of the rest of the vehicle. SA Jonathon who stated that the tie rod failure was not due to the recall. SA Jonathon said that Ram reengineered the whole tie rod area. SA Jonathon and the agent agreed to do a parts labor split. Bruce As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on customer loyalty attempting to be created. According to the dealer, the warranty costs of the repair are as follows: Parts = $461.80 Labor =$360.00 With the concurrence of the Service Manager, Bruce the customer will have a co-pay of $429.95 Labor at customer pay and alignement. # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact Emily at 800-992-1997 extension # 66016. You may also contact us by email at: T2email@chrysler.com. This customer has been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # Agent contacted the customer again and advised them of the offer. Agent advised that the towing would not be covered. REASSIGNED TO BC/DLR 63 44001 03/11/10 16:37 R 19376487 3/19- DM sent service manager an email seeking an update. daa21 *Contact Date:03/19/2010 Dealer 44001 has updated the mileage to 88739. DCX goodwill repair is documented on Repair Order#93025 CAIR RETURNED FROM DEALER ON 3/19/2010 AT 04:43:347 R 19376487 CLOSED LOOP UPDATE - customer was contacted today at 11:15 Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19379812

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX46C8 7G

Open Date

03/10/2010

Built Date

08/16/2006

2007

Body

D18L62

DODGE RAM ST 4X4 3500 REG CAB

01/06/2007 Mileage

60,833

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

45160 LANDERS DODGE CHRYSLER JEEP

Dealer Address

2701 BENTON RD

Dealer City

BOSSIER CITY

Dealer State

Dealer Zip 71111

Owner

Address

DOYLINE LA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-03-08 Road Side File Created 03-10-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 329 WHITTINGTON ROAD 2701 BENTON RD COKER ROAD BENTON BOSSIER CITY LA USA LA CALLER_COMMENTS 1 TON PICK UP 4X4 KEYS IN GAS C DEALER CODE : 45160 LANDERS DODGE CHRYSLER JEEP DEALER CONTACT Date & time of Dealer contact? 3/10/10 8:34 Writer spoke with Dawn in service and it was front tie rod that broke and it was customer pay repair. Writer is closing cair.

Customer Assistance Inquiry Record (CAIR)#

19385694

VIN

3D7MS48C9 5G

Open Date

Model Year In Service Dt Plant

2005 05/26/2005 G

Body

DH8H42

Mileage

71,000

SALTILLO TRUCK ASSEMBLY PLANT

03/11/2010

Built Date

01/29/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer

68540 SARATOGA CHRYSLER-JEEP-DODGE, INC

Dealer Address

617 MAPLE AVE

Dealer City SARATOGA SPRINGS

Dealer State

Dealer Zip 12866

Owner Address

GANSEVOORT NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Reimbursement - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Recall - H46: - Consequential Expenses Not Covered

Why is the customer contacting Chrysler?

Customer states Recall H46 letter says that Chrysler will pay for the

repairs. Customer was unhappy that CAIR 19368062 was closed. Customer

states she has the Attorney General papers coming in the mail. Customer

states her husband was stranded on a busy intersection when the steering

linkage and tie rod broke. Customer states she is disappointed to have

paid $814.96 to dealer 68540. (AAA is evidently paing the tow portion of

the total bill of $1,018.21)

What are the customer s expectations?

Customer wants reimbursement from Chrysler for the $814.96.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day

Preferred call back number is

(husband s

cell).

When is the preferred call back time? Morning or Afternoon

Who has possession of the vehicle? Customer

Has the vehicle been diagnosed by a CDJ dealer? Yes Reassigned to 88F

* * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * *

CONTACT UPDATE - Customer was contacted today at 8:24 AM MST

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

Writer informed the customer that if she feels the parts that were

repaired should have been covered under the H46 recall.

Advised customer to submit original repair order & proof of payment to:

Chrysler Recall Assistance Center

P. O. Box 21-8007

Auburn Hills, MI 48321-8007

Advised customer to make a copy of these documents for their records.

Asked the customer to include a brief letter of explanation & request,

including their name, address, phone number, VIN, & reference number

(CAIR). Advised customer the reimbursement is dependent upon

verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

19390386

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D6WH46A9 7G

Open Date

03/12/2010

Built Date

09/07/2006

2007

Body

DC8L64

DODGE RAM 4X4 3500 REG CAB CHASSIS

10/31/2006 Mileage

114,000

Dealer Zone 71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

42604 DAVE SMITH MOTORS

Dealer Address 210 NORTH DIVISION

Dealer City

KELLOGG

Dealer State

Dealer Zip 83837

Owner Address

LIBBY MT

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver Customer states that ball stud on tie rod broke. Referral - Other - Default - Default - Default
POSTMARK DATE: 021810; DATE RECEIVED: 022210 transferring CAIR to SH854 per Ray. Received letter from customer making a complaint about the steering issues he has had with this vehicle. Customer states that the steering has gone out on this vehicle twice. One repair was covered under the warranty, but the other was not. Customer states that the ball stud on the tie rod broke, which are to small for the weight of the vehicle. Customer also states that because of this issue and it not being covered, he will not be purchasing another Chrysler vehicle. Per notes in case 19313354, customer was declined goodwill assistance with the repair as this repair had nothing to do with Recall H46, and that the vehicle was out of warranty by time and mileage. Writer called and spoke with customer, customer transferred writer to Amanda who is the Sales receptionist. Writer advised Amanda that Ram was unable to help with the repair of the vehicle as stated before because vehicle is out of warranty. Amanda asked writer to also send a letter stating the decision. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Customer Assistance Inquiry Record (CAIR)#

19396153

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D3MX38C8 7G

Open Date

03/15/2010

Built Date

08/21/2006

2007

Body

D18P42

DODGE RAM LARAMIE 4X4 3500 QUAD CAB

09/21/2006 Mileage

49,600

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

68679 GRIFFIN C-D-J 961 E US HWY 74 ROCKINGHAM

Dealer State

Dealer Zip 28379

Owner Address

CHESTERFIELD SC

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
Recall - H46: - Advise Owner/Incomplete Recall
Why is the customer contacting Chrysler? Caller states that last April the vehicel was taken to the CDJ to replace the steering. Caller states that while pulling into a parking lot the driverside front tie rod end sheared off. Caller states that they not safe while driving this vehicle. What are the customer s expectations? Caller is seeking buy-back or replacment. Customer calls seeking recall information. Advised the customer of incomplete recall H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. *Customer was advised that due to the nature of their request a call back is required and will take place within one business day. Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is xxx-xxx-xxxx Who has possession of the vehicle? dealer Is this a request for Lemon Law, buy-back or replacement? replacement Reassigned to 88L * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Writer assigned to 88L for proper handling. Customer called for her case manager, transferred to 66076 Customer called in wanting to speak with her case manager. Customer states someone told her she would get a call back yesterday before 5 pm and then today by noon. Writers supervisor took the case to an agent and writer let customer know she would get a call back with in 30 minutes. * * * * * * * * * * QUALIFIER TEAM * * * * * * * * * * * * * * * * * ATTENTION SERVICE DIRECTOR/MANAGER * * * * * * * This customer has contacted Customer Care seeking lemon law buyback/replacement. Preliminary research has determined this vehicle doesn t appear to qualify for lemon law/Buyback/Replacement and the customer has been informed of such. They have also been told that we re

we are interested in repairing the vehicle if a repair is required. Please use all available resources as required (Area Manager, Business Center or STAR) to bring this to a resolution. RESEARCH RESULTS: Explain why this vehicle either appears to qualify or not: Customer has only 1 related repair under the warranty, per state law 3 or more must be attempted within warranty. Customer is also out side the time period for filing claim. Writer contacted customer and informed that it does not appear the vehicle qualifies for a buyback. Writer offered to send D2D, customer released line. Writer is closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19411380

VIN

3D3LX39C6 6G

Open Date

Model Year In Service Dt
Plant

2006 12/22/2005 G

Body

D18P81

Mileage

120,000

SALTILLO TRUCK ASSEMBLY PLANT

03/22/2010

Built Date

11/10/2005

DODGE RAM 3500 LARAMIE MEGA CAB 4X4

Dealer Zone 42 DETROIT

Market

Owner Address

COLUMBUS IN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Information Request Product - Steering - Unknown - Other - Default

Recall information request Tie rod

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer calling about his ball falling off of his vehicle. What are the customer s expectations? Customer requesting goodwill assistance. ****End structured narrative T2 - Beginning Narrative Customer calling about his vehicle ball dropped off of the tie rod while towing his trailer. Customer stated that he needs a short swing arm to replace. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred anytimer call back number is Who has possession of the vehicle? (Owner) Has the vehicle been diagnosed by a CDJ dealer? (Yes) If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F Customer will be calling back with a dealer where he will be towing to today. Customer is also requesting that we assist for goodwill assistance with the towing $1429.23 with Dicks Towing 419-424-1733. * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * Original owner, 8 household, No CSC. CONTACT UPDATE - Customer was contacted today at 10:11 am ET. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. **If customer calls please verify dealer. Writer verified dealer. The dealer code:26796 Writer contacted the dealer and spoke SA Mike was unavailable, left vm requesting a return call. Writer received message from SA stated that the tie rod end came apart and that his DM was contacted that the customer was declined for goodwill. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Writer attempted to contact the customer, unable to leave VM because mailbox was full. Writer attempted to contact the customer, left vm. Writer attempted to contact the customer, unable to leave VM because mailbox was full.

Writer attempted to contact the customer, left vm. Writer attempted to contact the customer, left vm. 5th attempted to contact customer, closing cair. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19414156

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS29AX 7G

Open Date

03/22/2010

Built Date

03/12/2007

2007

Body

DH7P81

DODGE RAM LARAMIE 4X4 2500 MEGA CAB

05/25/2007 Mileage

45,000

Dealer Zone

71 LOS ANGELES

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

26550 BOB BAKER CHRYSLER JEEP

Dealer Address

5555 CAR COUNTRY DR

Dealer City

CARLSBAD

Dealer State

Dealer Zip 92008

Owner Address

SAN MARCOS CA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Suspension - Upper Control Arms/Ball Jnts - Broken - Front

customer states this is the problem

Why is the customer contacting Chrysler? Customer calls in stating his ball joint on the left side broke yesterday. What are the customer s expectations? Customer expects someone to help him with this issue and his engine issue. Customer calls stating yesterday his ball joint on the left side broke. Customer states 5/12/2010 his steering linkage and ball joints, steering dampner were all replaced. Customer states his vehicle has been in the shop over 20 times. Customer wants assistance resolving this issue and the issue with his engine. Customer states he wants to speak to a Cummings Dodge Representative. Writer explained there is no such contact because Cummings is the engine manufaturer and Dodge is the vehicle manufacturer. Customer states the dealership does not know what they are talking about. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? (Owner/Dealer/IRF)Dealer Has the vehicle been diagnosed by a CDJ dealer? (Yes/No)Yes If a CDJ dealer has diagnosed, what is the dealer name or code?26550 Reassigned to 88F. Customer states his vehicle is completely undriveable. * * * * * * * * * * SENIOR RESOLUTION TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 1:13pm. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer has no SC, purchased 2 new Chrysler vehicle, OOW by 9,000 miles and still under on months. Customer stated that he just got a call from the case manager. Customer did not allow agent to look at the notes. Agent informed the if I can not look at the notes the only thing I can do is send him to voice mail.

Agent sent customer to voice mail system.

Customer states he was treated badly/rudely by agent EH664, therefore,

calling back. Customer states that the ball joints are not what is wrong

with vehicle but the tie rods are the problem. Customer indicates he has

several other issues with vehicle but only wants to inform agent

responsible for his case. Customer stated that

home is the

best number to contact him anytime.

Writer tried warm transferring customer but agent KL330 s extension was

busy. Writer offered to transfer customer to voice mail syslem or to wait

for agent KL330 to call him back. Customer chose to wait for agents

return call.

Customer states he was not receiving a call back and writer informed him

that agent KL330 will contact him back today.

REASSIGNED TO BC/DLR 71 26550 03/24/10 17:56 O 19414156

Customer states that he is not frustrated with dealer # 26550, he just

wants to express his frustration with the previous dealer and the

multiple repairs on this fairly new vehicle.

*Contact Date:03/24/2010

DCX goodwill repair is documented on Repair Order#131875

CAIR RETURNED FROM DEALER ON 3/24/2010 AT 07:11:023 R 19414156

CLOSED LOOP UPDATE - customer was contacted today at 1:25pm.

Customer was reminded if their concern recurs, they will need to call the

800 number to establish a new file, which will be assigned to the Senior

Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19417414

VIN

3D7MX46C8 6G

Open Date

Model Year In Service Dt Plant

2006 01/04/2006 G

Body

D18H62

Mileage

98,000

SALTILLO TRUCK ASSEMBLY PLANT

03/23/2010

Built Date

06/17/2005

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

56614 PEARMAN MOTOR COMPANY

Dealer Address

204 N MARCUS ST

Dealer City ALTO

Dealer State

Dealer Zip 75925

Owner Address

LOVELADY TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default Recall - H46: - Advise Owner/Incomplete Recall

Why is the customer contacting Chrysler? He has just purchased the 3rd

steering linkage, they are continuing to break on him. He said the DM

told the dealership that participation could not be given this time..

On his 08 he had the same thing replaced.

Writer did explain that with the DM being involved with this it would be

hard to overturn the decision by the DM. He did say the dealership

could not say why the steering linkage is breaking.

What are the customer s expectations? He would like assistance with the

repair but would also like to know why they are breaking.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day by COB their time

Preferred Morning/Midday call back number is

anytime.

Preferred Afternoon/Evening call back number is

anytime.

Who has possession of the vehicle? Owner.

Has the vehicle been diagnosed by a CDJ dealer? Yes.

If a CDJ dealer has diagnosed, what is the dealer name or code? 56614

PEARMAN MOTOR COMPANY.

Reassigned to 88F

Advised the customer of

incomplete recall H46 for this vehicle. Customer was advised to

contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment

to complete recall repair.

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

Agent contacted dealer 56614 and spoke with ASM Jeremy who stated that

the customer is loyal. Agent confirmed the customer has owned 6

originally owned vehicles, 1 used vehicle. Customer has only requested

assistance twice on this vehicle. ASM Jeremy states that the DM declined

the current repair as the last one was done at an IRF. Agent advised ASM

Jeremy that the agent would do further research and contact the dealer

and the customer with an update when available.

Reviewed with AR931 and a decline was decided as the final decision per

the DM.

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

The vehicle warranty has expired by time and/or mileage.

Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 8:04 am mst. Agent advised the customer that the DM had made the final decision and that would not be overturned. Agent advised that the brand appriecates the customer s loyalty. The customer stated that he would try to contact the DM through the dealership. CLOSED LOOP UPDATE - customer was contacted today at 8:13 am mst Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19426938

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH46A6 7G

Open Date

03/27/2010

Built Date

04/12/2007

2007

Body

DC8L63

DODGE RAM 4X4 3500 REG CAB CHASSIS

05/18/2007 Mileage

23,900

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

65146 KEENE CHRYSLER DODGE JEEP

Dealer Address

410 WINCHESTER ST

Dealer City

KEENE

Dealer State

Dealer Zip 03431

Owner Address

TROY NH

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Dealer - By-Pass - Default - Default - Default
Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-03-25 Road Side File Created 03-27-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: QUARRY ROAD 410 WINCHESTER ST STATE HIGHWAY 12 TROY KEENE NH USA NH CALLER_COMMENTS 01-POWER STEERING OUT/DUALLY TRU DEALER CODE : 65146 KEENE CHRYSLER DODGE JEEP ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Nick at 65146 Is the vehicle at the dealer now? No When did it arrive at the dealer? 3/27 What is the current mileage? 22900 If known, what is the reason for the tow? Steering linkage broken Have the repairs been completed? Yes If yes, when were they completed? friday 3/26 If no, what is the estimated repair date? Are there any parts that need to ordered? No If yes, what are the part & order # s? Rental provided?

Steering Linkage Broken

If yes, how many days? (either by the dealer or USCAC) Dealer provided the following customer contact information. ****End structured narrative T2 - PCCP RRT was taken care of when the vehicle was brought in.

Customer Assistance Inquiry Record (CAIR)#

19431364

VIN

3D7KS29C9 6G

Open Date

Model Year In Service Dt
Plant

2006 12/26/2005 G

Body

DH7H81

Mileage

120,322

SALTILLO TRUCK ASSEMBLY PLANT

03/29/2010

Built Date

08/26/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Owner Address

QUINTON OK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Recall - Default - Default - Default
Customer calls seeking recall information. Advised the customer there are no incomplete recalls for this vehicle. The customer was also advised a notification letter will be mailed to the address on file in the event their vehicle is involved in a future recall. The customer stated that his tie rods ends have broken he wanted to know if it was part of recall H46. writer explained that it was the steering linkage that was recalled.

Customer Assistance Inquiry Record (CAIR)#

19431940

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28D4 7G

Open Date

03/30/2010

Built Date

06/20/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

09/30/2007 Mileage

38,000

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer

42174 ALLEN MELLO DODGE INC

Dealer Address

13 MARMON DRIVE

Dealer City

NASHUA

Dealer State

Dealer Zip 03060

Owner Address

PEPPERELL MA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Information Request Corporate - Property Damage - Default - Default - Default Dealer - By-Pass - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Unknown - Unknown - Accident - Default

Safety Recall H46 - Mopar Steering Linkage

Why is the customer contacting Chrysler? Customer Mr. MARIANO is calling

because he was in an accident, he stated that the steering went bad and

the tie rod snapped. He and his friends are OK, but when he went to the

Repair facility Chevrolet dealer and they told him it was OK. So he did

not take it in for the recall after receiving the information on the

recall in July 2009. Csr verified that the recall does apply to this

vehicle according to techconnet and the vin on the vehicle. Writer is

requesting a case work for further assistance.

What are the customer s expectations? Customer is looking to chrysler to

cover the expenses on repairing the vehicle.

Mr mariano can be reashed at

cell.

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

CONTACT UPDATE - Customer was contacted today at 1:38pm on both phone

numbers provided.

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

Please advise the case was sent to proper department for review.

1. Who is calling and what is their contact information? Mr.

Alternate: 2. What happened? Customer states that the vehicle was in an accident per the steering going bad on the vehicle. 3. What is the current location of the vehicle? Unknown. Customer called in stating that he was not sure of the number that was left on the voicemail for a return call. Writer informed customer to call this number with his reference number anytime he wanted to call in for an update or speak with case manager

about his situation.

Writer transferred call to TLVM ext 66066 so that customer could leave a

detailed message for case manager

**************************************************************************

04.01.10

Called and left a VMM for

for more information

on this. I need Brian s last name, where is vehicle located, etc

**************************************************************************

04.05.10

Spoke to customer - he said MA Inspection was done in Feb 2010 - all

checked out fine - on 3-27-10 his tie rod broke and Conway Chevy in

Pepperill, MA replaced it - after that - his vehicle suddenly went right

hit a curb, blew out tire and rim and other damage.

H46 42991 OPEN STEERING LINKAGE SAFETY

CNA Match Date: 2009-04

VEHICLE LOCATED AT:

ALLEN MELLO DODGE INC / Mike is contact

13 MARMON DRIVE

NASHUA NH 03060

603-888-7550

> Note - this is customers personal vehicle

Per OGC Matrix, reassigned to 82T. MG17

4.5.10 One Open Recall:

_H46 STEERING LINKAGE SAFETY 04/27/2009 INCOMPLETE

4.5.10 Assigned to TNT16. MJK

CAIR NUMBER 19431940 REQUEST EAA INSPECTION 04-05-2010 13:49

CAIR NUMBER 19431940 E-MAIL SENT TO EAA 04-05-2010 13:49

CCRG Open Date: 04/05/2010 09:28:18

Letter Sent: Acknowledgement 04/06/2010 10:18:05

PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 04/08/10 AT 19:41:47 19431940

Letter Sent: Denial 04/12/2010

Customer Assistance Inquiry Record (CAIR)#

19433092

VIN

3D7KS28D7 5G

Open Date

Model Year In Service Dt Plant

2005 06/08/2005 G

Body

DH7H42

Mileage

85,000

SALTILLO TRUCK ASSEMBLY PLANT

03/30/2010

Built Date

11/17/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 32 NEW YORK

Market

Dealer Dealer Address
Dealer City

45030 SIMMONS ROCKWELL DODGE-CHRY-JEEP INC

7329 HAMMONSPORT ROAD

BATH

Dealer State

Dealer Zip 14810

Owner Address

PRATTSBURGH NY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Dealer - Service/Body Shop - Personnel - Other - Unknown Corporate - Lost Customer - Default - Default - Default Dealer - Service/Body Shop - Transaction - Excessive Service Costs - Default Dealer - Service/Body Shop - Transaction - Poor Scheduling - Default Product - Body / Trim / Paint Finish - Body Hardware - Rusted - Unknown Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Product - Transmission / Transaxle - Unknown - Other - Default Recall - H46: - Advise Owner/Incomplete Recall

customer unhappy with dealer service

****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer is uphappy with the vehicle and the dealership. What are the customer s expectations? Customer wanted to file a complaint. ****End structured narrative T2 - Beginning Narrative Customer states her vehicle has had nothing but problems since she purchased it. Customer states this vehicle is supposed to be a heavy duty model but it has been disintegrating. Customer states she never too the vehicle off-road and always took care of the vehicle. Customer states the vehicle is falling apart. There was a tie rod that went through her rim, and customer states there could have been a serious accident. Customer states this all happened outside of warranty as well. Customer states there has been transmission problems and u-joints replaced as well. Customer states there is also rust on the body panels, on the gas tank area, as well as the bolts. Customer states the dealer could not schedule her vehicle in fast enough and did not have a loaner vehicle for her so she had the vehicle repaired at an IRF. Customer states the vehicle is a piece of junk. Customer states when she was in for the recall, the dealer charged her a $45 diagnostic while they looked at another issue. Writer explained that the dealer is independently owned. Customer states she knew that already but it was ridiculous that the dealer would charge her after the vehicle had other extensive work. Customer states she is displeased with the dealership and will not go back to them. Customer states she will never purchase another Dodge vehicle either, nor would she recommend it to others. Writer apologized and advised that her complaints have been documented. Customer calls seeking recall information. Advised the customer of

incomplete recall H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair.

Customer Assistance Inquiry Record (CAIR)#

19438811

VIN

3D7MS48C7 5G

Open Date

Model Year In Service Dt Plant

2005 06/27/2005 G

Body

DH8H42

Mileage

150,000

SALTILLO TRUCK ASSEMBLY PLANT

04/01/2010

Built Date

03/07/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

44198 GREENBRIER DODGE OF CHESAPEAKE INC

1717 S MILITARY HWY

CHESAPEAKE

Dealer State

Dealer Zip 23320

Owner Address

CHESAPEAKE VA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Other - Default Product - Suspension - Tie Rods / Drag Link - Broken Front Recall - H46: - Dealer Delayed/Refused Appointment

Customer alleges steering linkage broke Customer alleges tie rods need repair due to steering linkage braking

Customer alleges that steering linkage broke causing tie rod to need repairs as well. Customer alleges that when she took vehicle to DL Greenbrier Dodge in October of last year, to get recall h46 taken care, they looked at it and said it was ok and didn t do any work on it, unknown if they did actual diagnosis. Customer had vehicle towed to a local mechanic Mizelle Front End and Frame Service (757) 627-4745. Customer states that she is glad it didn t happen on the interstate, she alleges it broke on the on ramp as she was entering it. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is ( Preferred Afternoon/Evening call back number is ( Who has possession of the vehicle? Mizelle Front End and Frame Service (757) 627-4745 Has the vehicle been diagnosed by a CDJ dealer? Unknown see notes If a CDJ dealer has diagnosed, what is the dealer name or code? GREENBRIER DODGE OF CHESAPEAKE INC 44198, diagnosis unknown Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * - 114000 miles out of warranty - Vehicle bought used - 5 chrysler vehicles owned - No SC Customer is seeking reimbursement for the repair on the steering linkage completed at an IRF. Advised customer to submit original repair order & proof of payment to: Chrysler Recall Assistance Center P. O. Box 21-8007 Auburn Hills, MI 48321-8007 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the reimbursement is dependent upon verification of all documents requested.

CONTACT UPDATE - Customer was contacted today at 1:54 pm Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Writer informed customer she will need to have the vehicle looked at by the dealership to insure the repair. CLOSED LOOP UPDATE - customer was contacted today Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19442147

VIN

1D7KS28CX 6J

Open Date

Model Year In Service Dt Plant

2006 07/29/2006 J

Body

DH7H41

Mileage

80,000

ST. LOUIS ASSEMBLY II NORTH

04/02/2010

Built Date

12/14/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer
Dealer Address
Dealer City

68665 FRANKLIN SUSSEX AUTO MALL INC

ROUTE 23

SUSSEX

Dealer State NJ

Dealer Zip 07461

Owner Address

HAMBURG NJ

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer stated that the tie rod has broken on his vehicle called dealer and they stated there was only a 1 year warranty on the parts. Customer had repairs doen under recall previously. Writer advised that if it is the recall parts that failed then they would be covered beyond the year. However if it was not the recalled part it would be at his expense. Customer understands and is seeking assistance on the repair if it is not a recall issue. Cusotmer was broken down on the side of the road, not sure if he was going to get a tow from dealer or not. What are the customer s expectations? Assistance in the cost of repair if not covered under recall. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer?No If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 2:47 PM MT. Writer contacted customer who stated that he had tie rods replaced recently on 04/07/2009 at 58,000 miles and now is needing same repair at 80,000 miles. Customer has not had a diagnoses done yet. Writer apologized about situation and informed that Chrysler will not be assisting with repair due to vehicle being out of warranty by 22,000 miles. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Customer Assistance Inquiry Record (CAIR)#

19444941

VIN

3D7KS28D9 5G

Open Date

Model Year In Service Dt Plant

2005 11/27/2004 G

Body

DH7L41

Mileage

124,000

SALTILLO TRUCK ASSEMBLY PLANT

04/05/2010

Built Date

09/08/2004

DODGE RAM ST 2500 QUAD CAB PICKUP

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

60296 DARCARS CHRYSLER JEEP OF ROCKVILLE

755 ROCKVILLE PIKE

ROCKVILLE

Dealer State

Dealer Zip 20852

Owner Address

BELTSVILLE MD

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Corporate - Warranty Coverage - Default - Default - Default Recall - H46: - Advise Owner/Incomplete Recall Service Contract - New Contract Coverage - Added Coverage - Unknown - Default
Why is the customer contacting Chrysler? Customer is calling about the front tie rods being defective. What are the customer s expectations? Customer is seeking goodwill assistance. Customer stated that he took into a dealer and they diagnosed and stated that the front tie rod went bad and needs to be upgraded and replaced. Customer stated that the dealer had extended his service contract up to 92,000 miles for service work. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Who has possession of the vehicle? (Dealer) Has the vehicle been diagnosed by a CDJ dealer? (Yes) If a CDJ dealer has diagnosed, what is the dealer name or code? 60296 Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 12:46 PM MT. Writer contacted customer to inform that Chrysler will not be assisting with repair/replacement of tie rods due to vehicle being out of warranty. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer is unhappy with decision and feels that the tie rods should not have been replaced this early.

Front tie rod broken

Customer Assistance Inquiry Record (CAIR)#

19445796

VIN

1D7KS28C1 6J

Open Date

Model Year In Service Dt Plant

2006 07/07/2006 J

Body

DH7P41

Mileage

67,000

ST. LOUIS ASSEMBLY II NORTH

04/05/2010

Built Date

05/15/2006

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer
Dealer Address
Dealer City

44530 DIEHL CHRYSLER JEEP DODGE

258 PITTSBURGH RD

BUTLER

Dealer State PA

Dealer Zip 16002

Owner Address

WEST SUNBURY PA

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Corporate - Reimbursement - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer stated that the left outer tie rod broke while driving down the road. Customer stated that in order to get the part they would need to redesign the whole front end. Customer stated that the repair will cost around $400. What are the customer s expectations? Customer is seeking for reimbursement of the repair. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * Agent has reviewed case. Customer seeking assistance with tie rod repair. Per case notes, customer claims that the whole front end needs to be replaced because the parts have been redesigned. Vehicle purchased used (less than 1 yr ago) No other vehicles in household. Vehicle over 30,000 miles and nearly 1 yr oow. No service contracts. No related recalls. No related repairs in history. No assistance will be provided for repairs to used vehicle so far oow. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 10:52 MST Spoke with customer and informed that assistance has been declined.

Customer Assistance Inquiry Record (CAIR)#

19455929

VIN
Model Year In Service Dt Plant Color Engine Transmission

1D7KS28C6 7J

Open Date

04/08/2010

Built Date

12/15/2006

2007

Body

DH7H42

DODGE RAM SLT 4X4 2500 QUAD CAB

01/09/2007 Mileage

54,000

Dealer Zone 42 DETROIT

ST. LOUIS ASSEMBLY II NORTH

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

44900 JEFF WYLER DODGE

Dealer Address 1501 HILLCREST AVE

Dealer City

SPRINGFIELD

Dealer State OH

Dealer Zip 45504

Owner Address

URBANA OH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states that he just had assistance repairing the front end and now the tie rod broke and the vehicle is at the dealer again. What are the customer s expectations? Customer seeks Chrysler s goodwill assistance for the tie rod. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? 44900 Reassigned to 88F BS653 was the case manager for Cair 19412823. Agent assigning the customer s new case to BS653. Writer contacted SM they stated the vehicle has not yet been diagnosed will look at today. Follow up 4/12/10 * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 2:14 PM Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. The writer spoke with the customer. He stated he just went there this afternoon and they had just finished the diagnosis. The writer spoke with SM Gary. he stated he doesn t believe they missed the tie rod repair whil repairing the front end two weeks ago. he stated it is possible that it happened within the two week period that it loosened and broke. Based off of customer satisfaction on the previous repair he is willing to work at warranty rates and will call back with the prices. Customer called back. Customer states that he would like a call back. The writer spoke with SA John stering dampener As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on customer satisfaction

. According to the dealer, the warranty costs of the repair are as follows: Parts = 62.72 + 122.29+ 270.20 +1.40 Labor = 121.68 With the concurrence of the Service Manager, Gary, the customer will have a co-pay of $100.00 # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact Brian at 800-992-1997 extension # 66146. You may also contact us by email at: T2email@chrysler.com. This customer has been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # The customer also paid over $500.00 to have his vehicle towed back to the dealer. Writer advised him to send in for $100.00 of reimbursement on the tow bill. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested. REASSIGNED TO BC/DLR 42 44900 04/13/10 15:09 O 19455929 . *Contact Date:04/23/2010 Dealer 44900 has updated the mileage to 53400. DCX goodwill repair is documented on Repair Order#552428 Request was reviewed with DM. CAIR RETURNED FROM DEALER ON 4/23/2010 AT 08:25:161 R 19455929

Customer Assistance Inquiry Record (CAIR)#

19458573

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS29A9 7G

Open Date

04/09/2010

Built Date

02/02/2007

2007

Body

DH7P81

DODGE RAM LARAMIE 4X4 2500 MEGA CAB

06/05/2007 Mileage

32,000

Dealer Zone 42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

41906 COMMONWEALTH DODGE INC

Dealer Address

6408 PRESTON HIGHWAY

Dealer City

LOUISVILLE

Dealer State

Dealer Zip 40219

Owner Address

LOUISVILLE KY

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Corporate - Property Damage - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Unknown - Unknown - Accident - Default
1. Who is calling and what is their contact information?Steve Sacra (Owner) Preferred:
2. What happened?Customer stated that he was driving at about 70 MPH when the tie rod broke on the front of the vehicle and caused the accident. Customer stated that he has the parts that were defective. 3. What is the current location of the vehicle?Owner has the vehicle at home. Customer stated that the vehicle was fixed. Writer called customer back to let him know that he would need to have his insurance company contact Chrysler for the problem. Customer stated that he didn t want to get his insurance company involved with this and then stated that he was going to trade the vehicle in for a Ford because he was worried the vehicle would have the same problem.

Customer Assistance Inquiry Record (CAIR)#

19458577

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS29A9 7G

Open Date

04/09/2010

Built Date

02/02/2007

2007

Body

DH7P81

DODGE RAM LARAMIE 4X4 2500 MEGA CAB

06/05/2007 Mileage

32,000

Dealer Zone 42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

41906 COMMONWEALTH DODGE INC

Dealer Address

6408 PRESTON HIGHWAY

Dealer City

LOUISVILLE

Dealer State

Dealer Zip 40219

Owner Address

LOUISVILLE KY

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Property Damage - Default - Default - Default Dealer - By-Pass - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front Product - Unknown - Unknown - Accident - Default
Duplicate CAIR.

Customer Assistance Inquiry Record (CAIR)#

19459576

VIN

1D7KS28C9 6J

Open Date

Model Year In Service Dt Plant

2006 09/30/2006 J

Body

DH7H42

Mileage

98,649

ST. LOUIS ASSEMBLY II NORTH

04/09/2010

Built Date

05/14/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer
Dealer Address
Dealer City

45298 BLAKE FULENWIDER CHRYSLER DODGE JEEP, LTD

110 N ACCESS RD # IH-20

CLYDE

Dealer State TX

Dealer Zip

79510

Owner Address

ALBANY TX

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
Recall - H46: - Advise Owner/Incomplete Recall
Why is the customer contacting Chrysler?Customer states that he was driving his vehicle and the tie rod end broke, and put him in the ditch. Customer states that he had his vehicle towed to the DL, and sent in papers for reimbursement. See Cair 19326962 . Customer states that he has a recall of H460 on the steering linkagae. Customer states that he feels this is all related and should be covered. What are the customer s expectations? Customer is seeking assistance on the repair on the tire rod end that broke. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? (Owner/Dealer/IRF)Owner Has the vehicle been diagnosed by a CDJ dealer? (Yes/No)Yes If a CDJ dealer has diagnosed, what is the dealer name or code?45298 Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * Customer is OOW by time and miles 62,000, still in for diesel, perforation, and emissions Customer has no SC Customer is 1st owner, previous 3, current 1 Agent spoke to Scott SW. SW states that he hasn t been there for any related issues to the tie rod, or recalls. Customer has been there when he first purchased the truck and did some really good maintenance on the vehicle, however, hasn t been there recently. CONTACT UPDATE - Customer was contacted today at 7:18 am. Agent caught customer at a bad time, and requesting that agent return the call within 30 minutes. 2nd attempt made to contact customer on 04/15/10 at 3:51 pm. Customer states that tomorrow during the day would be a better time to contact him. He is absolutely busy. 3rd attempt made to contact customer on 04/20/10 at 2:31 pm. Customer states that the invoice is at home. They are currently at a lake. Customer requests a call back on Monday 26th. Customer was informed that agent is seeking to merit some reimbursement. Customer understood. 4th attempt made to contact customer on 04/26/10 at 11:02 am. Customer states that he went home and got so busy that he started to late looking for his receipts, and he was unable to find them. Customers spouse will

be searching for these and then they will contact agent back. Customer was provided with agents contact information and the reference number. 5th attempt made to contact customer on 04/28/10 at 9:33 am MST. Customer states that he hasn t even gotten a hold of his wife yet. Customer will contact his wife this evening. Agent informed customer that a follow up call will be placed on 04/30/10. Customer agreed. CONTACT UPDATE - Customer was contacted today at 04/30/10 at 8:03 am mst. Customer states that he hasn t even talked to her yet. Customer was informed that when he is able to attain those receipts, he can call back in. Customer was provided with agents contact information, and the reference number.

Customer Assistance Inquiry Record (CAIR)#

19464947

VIN

3D3MS46C7 5G

Open Date

Model Year In Service Dt Plant

2005 05/20/2005 G

Body

DH8H62

Mileage

54,000

SALTILLO TRUCK ASSEMBLY PLANT

04/12/2010

Built Date

10/19/2004

DODGE RAM SLT 3500 REG. CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer

43064 WINDWARD DODGE-CHRY-PLYM-JEEP

Dealer Address

46-177 KAHUHIPA ST

Dealer City KANEOHE

Dealer State

Dealer Zip 96744

Owner Address

WAILUKU HI

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Recall - E17: - Advise Owner/Incomplete Recall Recall - H46: - Advise Owner/Incomplete Recall
Customer calling is owners fiance. Customer states had 2008 steering pkg. installed due to recall at Island Dodge who is terminated dealer. Customer states was almost in accident as tie rod has now broken and wants to know if assistance is available. Customer does not have paperwork related to repair and states it may be over 12 months but less than 12000 miles ago. Customer was not aware of any other dealership on island. Customer states vehicle will need to be towed and writer advised that Ram will not cover cost of towing. Writer advised he will need to work with his case manager to see what options are available. Customer states it was Mopar parts installed. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is same Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? will work with 02351 Reassigned to 88F ****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states tie rod broke What are the customer s expectations? Ram to assist with repair needed as he states it is due to recall ****End structured narrative T2 - Beginning Narrative 43064 is the dealer that handles sublets to the island of Maui through Kiwi car care. Spoke to SA Eddison at dealer who gives phone number for Kiwi car care as
CONTACT UPDATE - Customer was contacted today at 5:29. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Advised customer of the same. The customer states he purchased tie rods from dealer 57812 before they closed. The customer states the steering linkage recall is going to be completed by Kiwi Car Care but the parts they received didn t include tie

rods, and the customer feels they broke because of the recalled steering linkage. The customer is seeking assistance with the repair of the tie rods. The customer states he has to work with Kiwi Car Care because there is no certified dealer on his island and they are authorized to complete recall work. The writer informed the customer CB783 will be notified to contact him at 808-250-2146. SA Nick of Kiwi car care states that they have diagnosed the tie rod as a parts failure, not caused by the customer, however this part is not included in the recall. Agent attempted to contact dealer Service Manager (SM), however, SM not available. Left message for a return call at extension 66186 Customer called to get status of case. Writer transferred to CB783 at extension 66186. Customer seeking to speak with CB783. Customer left Voice message for a return call with resolution to the case. SM is not in yet. Agent attempted to contact dealer Service Manager (SM), however, SM not available. Left message for a return call at extension 66186. Customer alleges his vehicle has been at Kiwi Auto Service for 1 1/2 weeks. Customer alleges the dealership didn t order the correct parts for the recall. Customer alleges the dealership has a new phone number: 808-242-7744 and Nick is the SM. Customer alleges Nick is waiting for CB783 to call him at the dealership and let him know if Chrysler will be assisting with the cost of repairs before he starts the repairs. Customer alleges he upgraded to the 2008 steering linkage assembly last year and has already had a tie rod go bad. Customer alleges the dealership said they can t just order a tie rod, they have to order the whole steering assembly. Informed customer that Casey would be contacting the dealership today to update them on our decision. Customer calls requesting to speak with agent CB783. Customer/Caller transferred to extension # 66186. SM nick has called in and requested to be transferred to case manager. Writer transferred to cr803. SM also state that the best number to reach him @ is Writer actually transfered to CB783 Customer calls requesting to speak with CB783 Customer/Caller transferred to extension # 66186 Writer was able to warm transfer the call. SM Jerry at 43064 is open to goodwill and defers to Nick at Kiwi car care for pricing and goodwill decision. As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on customer satisfaction According to the dealer, the warranty costs of the repair are as follows: Parts = 469.65 Labor = 242 With the concurrence of the Service Manager, Jerry/Nick the customer will have a co-pay of labor. # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact Casey at 800-992-1997 extension # 66186. You may also contact us by email at: T2email@chrysler.com. This customer has not been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # REASSIGNED TO BC/DLR 71 43064 05/05/10 16:37 R 19464947 Customer called requesting to speak with Casey CB783, Writer transfered caller to 66186 nick spoke with customer and told customer his copay was around $250 to $30 0. He was ok with that. Tie rod end had to be ordered, waiting on part. Customer has left a message stating he accepts this odder. vehicle repaired and delivered yesterday. Line 100 should say offer in place of odder, CLOSED LOOP UPDATE - customer was contacted today at 4:53.

800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19469163

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX48A1 7G

Open Date

04/14/2010

Built Date

06/21/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

10/27/2007 Mileage

79,000

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

45407 COUNTRY DODGE CHRYSLER JEEP

Dealer Address

HIGHWAY 37 SOUTH

Dealer City

CASSVILLE

Dealer State

Dealer Zip 65625

Owner Address

LOWELL AR

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Customer Unavailable Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Dealer - By-Pass - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Roadside Assistance Contacted - DATE : 2010-04-12 Road Side File Created 04-14-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: MO-37 HIGHWAY 37 SOUTH FARM ROAD 2182 CASSVILLE CASSVILLE MO USA MO CALLER_COMMENTS 1/4 MILE FROM HIGHWY 37 & SALEBAR DEALER CODE : 45407 COUNTRY DODGE CHRYSLER JEEP ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? 45407 Cathy Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 4/12 What is the current mileage? 79,470 If known, what is the reason for the tow? tie rod end had fallen off Have the repairs been completed? Yes If yes, when were they completed? 4/12 If no, what is the estimated repair date? Are there any parts that need to ordered? No If yes, what are the part & order # s?

Rental provided? No If yes, how many days? (either by the dealer or USCAC) Dealer provided the following customer contact information. ****End structured narrative T2 - PCCP Cathy provided CAC with the following contact number for the customer:
. CAC made 2nd call attempt to customer, left voicemail message. CAC also left a message yesterday, but forgot to document this in the CAIR. CAC made final call attempt, left voicemail message.

Customer Assistance Inquiry Record (CAIR)#

19471438

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48CX 7G

Open Date

04/14/2010

Built Date

07/19/2006

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

03/20/2007 Mileage

74,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

51010 WELLS DODGE CHRYSLER

Dealer Address

1600 US 27 SOUTH

Dealer City

AVON PARK

Dealer State

Dealer Zip 33825

Owner Address

LAKE WALES FL

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Rental Vehicle - Default - Default - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer s passenger side outer tie rod fell off. Customer could have been killed. Vehicle was taken to dealer for repair - dealer allegely informed customer Ram had had problems with tie rod design and system was redesigned. Ram no longer makes the tie rod that would repair vehicle. Dealer wants to sell Inner and outer tie rods to customer to repair vehicle. Customer is wondering if tie rod design was redone as dealer stated why a recall was not announced. Customer s vehicle has been down for 3 days and customer is losing money. What are the customer s expectations? Wants vehicle repaired ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? Yes If a CDJ dealer has diagnosed, what is the dealer name or code? 51010 Reassigned to 88F Customer was advised that due to the nature of their rental request a call back is required and will take place by close of business today. Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Reassigned to 88R * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 3:45pm MST. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer states that he is not seeking rental assistance. Customer states that he is seeking goodwill

assistance. Customer states that he was advised by the owner of dealership 51010 that they will not assist the customer with part and repair from his own money since the customer has only spent $1000.00 at the shop. Customer states that he wanted that documented. Writer advised customer that has been documented and the writer advised customer that writer will send case to 88F and will be contacted by the end of business day tomorrow 4/16/10. Customer agreed. The vehicle is 38,000 miles OOW and the vehicle was purchased used. The customer has no brand loyalty and did not purchase a service contract. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 9:52 AM. Customer was informed of the decline. The customer was upset and diconected the call. Customer called stating he does not fell it is right to change the design of a part and not recall the vehicle affected. Customer wanted to know if there are any of the old parts available. Writer informed the customer the old parts are not available. Customer stated he will never buy another Dodge vehicle.

Customer Assistance Inquiry Record (CAIR)#

19479341

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A7 7G

Open Date

04/18/2010

Built Date

06/27/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

08/31/2007 Mileage

47,288

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

44578 RIVERSIDE AUTOPLEX LLC

Dealer Address 916 SO. GEORGE NIGH EXPRESSWAY

Dealer City

MCALESTER

Dealer State

Dealer Zip 74501

Owner Address

ATOKA OK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

tie rod end broken

Are there any parts that need to be ordered? don t know yet If so, what are the part and order # s? don t know yet Rental provided? no If yes, for how many days? n/a Dealer provided the following customer contact info:

Dealer also advised that they do not know yet whether any parts will be

needed.

***END OF DEALER NARRATIVE***

Agent called customer at

and left message providing contact

information to follow up on tow event.

***END OF NARRATIVE***

Agent called customer at

and left message providing contact

information to follow up on tow event.

***END OF NARRATIVE***

Agent called the dealer 918-423-5291 - and asked for Katie. Dealer

advised that the Customer picked vehicle and it was customer pay for the

linkage and tie rod, not same parts as covered by the recall. But the

recall was completed. Agent advised that we will document that should

the customer have any questions.

***END OF NARRATIVE***

Agent made contact with Mr.

who advised that he just got the truck

back, he has not driven it yet, he had to pay for repairs. Agent advised

that the repairs that were done were not same parts as covered by the

recall, the customer can call customer assistance if there are any

further issues.

*** END OF NARRATIVE***

Customer Assistance Inquiry Record (CAIR)#

19483987

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7KS28C0 7G

Open Date

04/20/2010

Built Date

12/22/2006

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

08/08/2007 Mileage

105,000

Dealer Zone

35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PB5

ELECTRIC BLUE PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer

65888 COUNTRY CLUB CHRYSLER DODGE INC

Dealer Address

ROUTE 19 SOUTH

Dealer City

CLARKSBURG

Dealer State

Dealer Zip 26301

Owner Address

LUMBERPORT WV

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Referral - Executive Referrals - Other - Default - Default
Corporate - Complaint Contact - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
***EXECUTIVE REFERRAL*** (see linked CAIRs). Owner is still seeking resolution to issue documented in prior CAIR. From Robert Baldwin/Supplier Relations >> (Tie Line: 776-2196) The customer is He owns an 07 3/4-Ton Ram Diesel. His right tie-rod broke. Chrysler would not sell only the right tie-rod to him, so he had to replace the entire set - $1450, on 1/20/10. Now it has been less than 6000 miles later, it is broke again, in the very same spot. Chrysler will not replace it for free. *************************************************************************** 4/20/10 Left message/ext with customer this am to discuss. Owner calls back- leaves vm- states he can best be reached after noon. Spoke with owner- states Kevin is the main contact at dealership. **Owner has since paid for the above referenced repair, however is concernd that the tie-rod will break again and wants some form of direction from Chrysler on what he should do .Owner does not have faith in the structural integrity of the tie-rods and front end suspension. Kenny is the Service Manager. Left message with Kenny to discuss. ******************************************************************4/21/2010 Kenny confirmed prior repairs Front end kit(including both front tie-rods) replaced at 66,000 milesgoodwill 50/50 split after reviewing with BC. at 99,137 left front tie-rod end broke- customer pay as out of warranty. at 104,955 same left front tie-rod end broke- (mopar warranty). *Vehicle was in some kind of accidnet btween replacement of the the two latest tie-rod end replacements - in that accident the rear of bed was damaged -- minimal damage to front of truck and both Service Manager and Bodyshop manager do not believe the accident may have contributed to the

Supplier Relations

damage to the tie-rods- which were both damaged/broken in the same spot. Kenneth did review with DM Tom Sheehan. ************************* Advised owner that per my conversation with dealership, truck is fixed and Chrysler/Dodge will continue to honor all applicable warranties on repair in relation to both parts and labor. Advised owner if there are any future recalls issued related to his truck he will be advised as such. ************************* Sent note to Lonnie Chesnut/PQRC Quality Manager, and Lead truck & suspensn for Customer Satisfaction Teams (Kelly Kyle/ Frank Allerton). Part# 68038054AB **ISSUE HAS BEEN FORWARDED TO CST/ENGINEERING/ CLOSING CAIR AS OWNER HAS BEEN ADVISED OF CHRYSLER S POSITION ON THE MATTER/ MJF5

Customer Assistance Inquiry Record (CAIR)#

19490780

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WG48A8 7G

Open Date

04/22/2010

Built Date

06/25/2007

2007

Body

DC3L43

DODGE RAM 4X2 3500 QUAD CAB CHASSIS

05/29/2008 Mileage

48,675

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

42576 JIM COGDILL DODGE COMPANY

Dealer Address

8544 KINGSTON PIKE

Dealer City

KNOXVILLE

Dealer State

Dealer Zip 37919

Owner Address

STRAW PLAINS TN

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

If yes, what are the part & order # s? n/a Rental provided? no If yes, how many days? (either by the dealer or USCAC) n/a Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP Service Advisor Gary says that the front end suspension was replaced due to the recall on the vehicle. ******************End of Narrative********************************** Attempted to call customer. Unable to contact. Left a message stating that I will try again on 04/23 but they may call me back at
******************End of Narrative********************************** Customer says he is very satisfied with the quick and efficient service provided by the dealership. ******************End of Narrative**********************************

Customer Assistance Inquiry Record (CAIR)#

19493883

VIN

3D6WX46C9 6G

Open Date

Model Year In Service Dt Plant

2006 02/27/2006 G

Body

D18H62

Mileage

72,000

SALTILLO TRUCK ASSEMBLY PLANT

04/23/2010

Built Date

01/26/2006

DODGE RAM 3500 SLT REG CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

43860 CHAPRELL CHRY-DODGE-JEEP INC

Dealer Address

1109 NORTH BROADWAY

Dealer City ADA

Dealer State

Dealer Zip 74820

Owner Address

. WANETTE OK

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Outbound - Service Follow-up - Roadside - Successful Contact
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Dealer - By-Pass - Default - Default - Default
Roadside Assistance Contacted - DATE : 2010-04-21 Road Side File Created 04-23-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: STATE HIGHWAY 39 1109 NORTH BROADWAY 192ND STREET WANETTE ADA OK USA OK CALLER_COMMENTS DIESEL -SINGLE CAB TOW_COMMENTS DEALER CODE : 43860 CHAPRELL CHRY-DODGE-JEEP INC ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? CHAPRELL CHRY-DODGE-JEEP INC code 43860 spoke with David Bush SM Is the vehicle at the dealer now? no When did it arrive at the dealer? 4/21/10 What is the current mileage? 720645 mls If known, what is the reason for the tow? tie rod end broke off Have the repairs been completed? yes If yes, when were they completed? 4/22/10 If no, what is the estimated repair date? Are there any parts that need to ordered? no If yes, what are the part & order # s? Rental provided? no If yes, how many days? (either by the dealer or USCAC) Dealer provided the following customer contact information. ****End structured narrative T2 - PCCP Contacting Chaprell Chrysler Dodge Jeep code 43860 @ 580-332-9400 spoke

with David Bush SM - vehicle was picked up last night - came in for a

broken tie rod end - repaired under SC -

CAC sts: will follow up with customer - thanks

************************ End of Narrative **********************

Contacting

regarding the roadside event and

the repairs done on your 06 Dodge Ram -

Customer sts: I was very satisfied with the repairs - the dlrshp was good

- no issues

CAC sts: if everything is good - I will close the file and want to thank

you for being a Dodge owner

************************** End of Narrative ************************

Customer Assistance Inquiry Record (CAIR)#

19502519

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D3MX48A3 7G

Open Date

04/27/2010

Built Date

04/18/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

06/08/2007 Mileage

74,000

Dealer Zone

74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer Dealer Address
Dealer City

43718 GO DODGE ARAPAHOE 10743 EAST ARAPOHOE RD ENGLEWOOD

Dealer State

Dealer Zip 80111

Owner Address

ELIZABETH CO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall

Steering Linkage inquiry

Customer called in as he was in an accident 2 hours ago. The customer

has contacted his insurance company and has had the vehicle towed to Go

Dodge. While the customer was traveling down the road at 40 MPH the

steering linkage broke. He avoided a head on collision and ended up in

an embankment. The customer is a fireman and was on his way to work.

The customer has had the vehicle towed to the dealership. Customer is

not sure how this is going to be paid for but the dealer is requesting

$1048 for the repair. Customer stated that the vehicle was in at the

dealership a few days ago for an oil change and had the inspection done

on it. Inquired if there were any injuries. The customer stated that

there were not any injuries. Customer is seeking assistance for repairs

and information on what he should do now. The customer filed a claim

with the insurance company and is not sure if there is any additional

body damage done to the vehicle. Customer is working with Go Dodge -

telephone number is

Todd is the service advisor and the

customer left a message with Den the service manager. Informed the

customer I would escalate his concerns to the Special Investigations

Office and someone would be in contact with him soon.

left message for dealer

***************************************************************************

Spoke to Ben SM, vehicle. Vehicle was not in an accident, tie rod end

failed. Unrelated to recall H46. Repairs are being covered by service

contract. No further action needed. jss15.

Customer Assistance Inquiry Record (CAIR)#

19508540

VIN

3D7MX48C9 6G

Open Date

Model Year In Service Dt Plant

2006 07/20/2006 G

Body

D18H42

Mileage

18,100

SALTILLO TRUCK ASSEMBLY PLANT

04/29/2010

Built Date

06/12/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

44678 GLENN POLK AUTOPLEX 4330 N INTERSTATE 35 GAINESVILLE

Dealer State

Dealer Zip 76240

Owner Address

. VALLEY VIEW TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Roadside Assistance Contacted - DATE : 2010-04-27

Road Side File Created 04-29-10 FOR WARRANTY

VEHICLE PROBLEM AT: VEHICLE TAKEN TO:

COUNTY ROAD 207 4330 N INTERSTATE 35

COUNTY ROAD 322

VALLEY VIEW(COOKE/DENTON) GAINESVILLE

TX USA TX

CALLER_COMMENTS TOW_COMMENTS VENDOR_COMMENTS

DEALER CODE : 44678 GLENN POLK AUTOPLEX

Contacting GLENN POLK AUTOPLEX code 44678 @ 940-665-3461 regarding tow

event for 2006 DODGE RAM under

spoke with Steve SA sts:

came in for a broken tie rod - repaired with $100 deductible -

Crs sts: was a rental given

Mike SA sts: no rental - vehicle left 4/28/10

Crs sts: will follow up with the customer - thank you

*********************** End of Narrative ***************

****Begin structured narrative T2 PCCP

Who did you speak with at the dealer and what is their dealer code?

Spoke with Steve SA

Is the vehicle at the dealer now? No

When did it arrive at the dealer? 4/27/10

What is the current mileage? 80802 mls

If known, what is the reason for the tow? Tie rod ends / broke

Have the repairs been completed? Yes

If yes, when were they completed? 4/28/10

If no, what is the estimated repair date?

Are there any parts that need to ordered? no

If yes, what are the part & order # s?

Recalls? no

Customer pay or warranty repair? Customer paid $100 deductible

Rental provided? no

If yes, how many days? (either by the dealer or USCAC)

Dealer provided the following customer contact information.

****End structured narrative T2 PCCP

Contacting Mr

regarding roadside event and the

repair to 06 Dodge Ram -

customer unavailable - left message with contact info / office hrs & ref:

19508540 - will try again 4/30/10

******************** End of Narrative *********************

2nd attempt Contacting Mr

regarding roadside

event and the repair for your 06 Dodge Ram - customer unavailable - left

message with contact info / office hrs & ref: 19508540

will follow up on 5/3/10

****************************** End of Narrative ******************

3rd attempt Contacting Mr

regarding roadside

event and the repair for your 06 Dodge Ram - customer unavailable - left

message with contact info / office hrs & ref: 19508540

closing cair

*************************** End of Narrative *************************

Customer Assistance Inquiry Record (CAIR)#

19511787

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX39A9 7G

Open Date

04/30/2010

Built Date

06/05/2007

2007

Body

D18P81

DODGE RAM LARAMIE 4X4 3500 MEGA CAB

08/28/2007 Mileage

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

43485 CHARBONNEAU CHRYSLER CENTER

Dealer Address 346 FIRST STREET WEST

Dealer City

DICKINSON

Dealer State

Dealer Zip 58601

Owner Address

NOXON MT

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Dealer - By-Pass - Default - Default - Default
Roadside Assistance Contacted - DATE : 2010-04-28 Road Side File Created 04-30-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: CR-55 346 FIRST STREET WEST CR-10 KEENE DICKINSON ND USA ND CALLER_COMMENTS 41ST ST NW//2.1 MILES DOWN 55 TO DEALER CODE : 43485 CHARBONNEAU CHRYSLER CENTER ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Scott at 43485 (Service Advisor) Is the vehicle at the dealer now? No When did it arrive at the dealer? 4/28/2010 What is the current mileage? 94,787 If known, what is the reason for the tow? Front tie rod broke and fell off. Have the repairs been completed? Yes If yes, when were they completed? 4/29/2010 If no, what is the estimated repair date? N/a Are there any parts that need to ordered? No If yes, what are the part & order # s?

Front tie rod broke and fell off.

N/a

Rental provided?

If yes, how many days? (either by the dealer or USCAC)

N/a

Dealer provided the following customer contact information.

N/a

****End structured narrative T2 - PCCP

CSR spoke to Scott at 43485 (Service Advisor). Scott stated that the

vehicle was towed in because the front tie rod broke, fell off and needed

to be replaced. No parts needed to be ordered. Scott stated that the

vehicle has been successfully repaired and returned as of yesterday

(4/29/2010). CSR advised

that they would follow up with the

customer to address any further issues or concerns.

CSR attempted to contact customer, however there was no answer. CSR will

try to contact customer again later on today (4/30/2010).

CSR spoke with customer s spouse and she confirmed vehicle had been

repaired and returned. She also stated that there was a $97.00 charge

for something and she had no idea what it was. CSR offered to find out

and get back to her. Customer stated that CSR should speak to her

husband (

. CSR will follow up with

dealership before calling customer back.

CSR spoke to

(Service Advisor).

stated that the

$97.00 charge was for the vehicle alignment, however everything else was

covered under warranty other than the $100 deductible. CSR advised Scott

that he would relay the information with customer.

CSR spoke to customer and confirmed everything is running fine with the

vehicle. Customer stated that he wanted to know if there was anything

Roadside Assistance could do in regards to reimbursing the alignment

charge of $97.00 that he had to pay. Advised customer to contact

Roadside Assistance at 1-800-521-2779. Customer stated that he had no

further issues or concerns and that he was very pleased with his service.

Closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19511896

VIN

3D7KS28DX 7G

Open Date

Model Year In Service Dt Plant

2007 11/30/2007 G

Body

DH7L41

Mileage

123

SALTILLO TRUCK ASSEMBLY PLANT

04/30/2010

Built Date

06/26/2007

DODGE RAM ST 4X4 2500 QUAD CAB

Dealer Zone 74 DENVER

Market

Dealer

61210 BAXTER CHRYSLER JEEP DODGE

Dealer Address

17950 BURT ST

Dealer City OMAHA

Dealer State

Dealer Zip 68118

Owner Address

OMAHA NE

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Towing - Default
Roadside Assistance Contacted - DATE : 2010-04-28 Road Side File Created 04-30-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: S 13TH STREET 17950 BURT ST ARBOR STREET OMAHA OMAHA NE USA NE CALLER_COMMENTS BROKEN TIE ROD TOW_COMMENTS VEND DEALER CODE : 61210 BAXTER CHRYSLER JEEP DODGE

Customer Assistance Inquiry Record (CAIR)#

19513628

VIN

3D7LS38C4 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H42

03/05/2005 Mileage

162,000

SALTILLO TRUCK ASSEMBLY PLANT

04/30/2010

Built Date

02/02/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

42604 DAVE SMITH MOTORS 210 NORTH DIVISION KELLOGG

Dealer State

Dealer Zip 83837

Owner Address

GREENACRES WA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Company Information Contact - Default - Default - Default
Product - Transmission / Transaxle - Unknown - Broken or Cracked - Default
Product - Suspension - Unknown - Other - Front-Driver
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer calling about the tie rod snapping. What are the customer s expectations? CUstomer is requesting a new tie rod end for the vehicle and would like to send the kit back. Customer is also requesting reimbursement for the shredded/ripped off tire. ****End structured narrative T2 - Beginning Narrative Customer stated that one year ago the previous owner had a tie rod put in and now the current customer has a minor accident which ripped and shredded the tire off. Customer stated that he took his vehicle into Les Schwab and they said that there was a hair line crack in the tie rod and wasn t an install issue by the dealer but was a defective part. Customer stated that he purchased a $600 upgraded kit. Customer says that the shifter stick also broke off all the way down to the transmission and has previously ordered a new shift handle. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred anytime call back number is Who has possession of the vehicle? IRF Les Schwab Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? Took the part into Dishman Dodge 25034 509-924-3250. Reassigned to 88F Customer states that last summer he received a letter in the mail for an overpayment on a previous vehicle. Writer told the customer that he would need to check with Chrysler Financial 800-556-8172. * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * Writer contacted dealer 25034 and spoke with SM Bob who states the customer brought the tie rod in with out the vehicle. SM Bob states the previous owner had replaced the steering linkage and the tie rod that was over a year ago. SM Bob states the vehicle has been modified.

Chrysler Financial information Stick shifter broken Tie rod snapped

The vehicle is 126,000 miles OOW and the customer purchased the vehicle OOW as well. The vehicle is at an IRF and there is no way of knowing what caused the damage. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 9:15 AM. Customer states the part is defective. Writer advised the customer of the decline. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19514940

VIN

3D7KS28C0 5G

Open Date

Model Year In Service Dt Plant

2005 11/29/2005 G

Body

DH7H41

Mileage

95,000

SALTILLO TRUCK ASSEMBLY PLANT

05/01/2010

Built Date

09/14/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer

44303 WYATT ARP CHRY-DODGE INC

Dealer Address

1550 W KINGSBURY

Dealer City SEGUIN

Dealer State

Dealer Zip 78155

Owner Address

GONZALES TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Service Follow-up - Roadside - Customer Unavailable Corporate - Outbound - Proactive Customer Alert - Roadside Default
Product - Unknown - Unknown - Buzz, Squeak, Rattle - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable Default Dealer - By-Pass - Default - Default - Default

3rd attempt.
CSR contacted the dealership in regards to tow event. Wheel feel off on the passenger side while traveling.

Roadside Assistance Contacted - DATE : 2010-04-29 Road Side File Created 05-01-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 2816 CR-252 1550 W KINGSBURY COUNTY ROAD 452 STOCKDALE SEGUIN TX USA TX CALLER_COMMENTS -01 CUST STATES TIE ROD IS BROKEN DEALER CODE : 44303 WYATT ARP CHRYSLER DODGE JEEP, INC ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? 44303 Ray-Service Advisor. Is the vehicle at the dealer now? Yes. When did it arrive at the dealer? April 29th. What is the current mileage? 98565. If known, what is the reason for the tow? tire on the passenger side fell off while traveling. Have the repairs been completed? No. If yes, when were they completed? N/A. If no, what is the estimated repair date? May 4th. Are there any parts that need to ordered? Yes. If yes, what are the part & order # s?

N/A. Rental provided? No. If yes, how many days? (either by the dealer or USCAC) N/A. Dealer provided the following customer contact information.
****End structured narrative T2 - PCCP CSR contacted the dealership in regards to the tow event on May 3rd.Service Advisor-Ray states the reason of the tow was that the wheel fell off while traveling on the passenger side. When the CSR asked if that was normal the Advisor stated no. Advisor alleged that the repairs will be completed on the 4th of May and was aware of the recalls. *****************END OF NARRATIVE**************** CSR contacted the dealership in regards to status of the repairs on May 4th.Service states that the repairs haven t started due to the customer hasn t approved of the cost of the repairs.CSR thanked Service for their time and hung up. ************END OF NARRATIVE********************** CSR contacted the dealership on May 6th in regards to the status of the repairs.Deb-Service states that the customer picked up the vehicle on May 5th and stated that the customer will repairs the vehicle himself.CSR thanked Service for their time and hung up. **********END OF NARRATIVE**************** CSR contacted the customer in regards to tow event May 6th.Left name, message and phone number. 2nd contact will happen this afternoon. ***********END OF NARRATIVE******************* CSR contacted the customer in regards to tow event on May 6th.Left name, message and phone number.Will call again on May 7th. ********************END OF NARRATIVE********************* CSR contacted the customer on May 7th in regards to tow event.Left name, message and phone number. CAIR will be closed due to tow event was resolved and the customer was unavailable. ************END OF NARRATIVE******** CSR received a call back from the customer in regards to tow event on May 7th.CSR asked how was their customer service at the dealership, how was the vehicle and if he had any questions. Customer states that he had poor customer service due to he was told that the repairs are covered and they weren t. Also customer alleges that he fixed the vehicle himself however he s unsure that he completed it well. Customer had the question of why was a tire rod issue not a recall.CSR apologized in regards to the situation and stated that for the process to make a recall starts with Chrysler being aware of the problem.CSR also alleges that by customers letting us know of this issue and if we have enough reports on this issue we can make it a recall.CSR mentioned that if he called the 1 800 Chrysler number they would be able to provide him information in regards to recalls in detail.CSR apologized for his roadside issue and wished him a good day. *******END OF NARRATIVE***********

Customer Assistance Inquiry Record (CAIR)#

19520153

VIN

3D7KS28CX 5G

Open Date

Model Year In Service Dt Plant

2005 10/19/2005 G

Body

DH7H41

Mileage

73,000

SALTILLO TRUCK ASSEMBLY PLANT

05/04/2010

Built Date

05/16/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer

43870 HEARTLAND MOTORS INC

Dealer Address

717 NINTH STREET

Dealer City HAWARDEN

Dealer State

Dealer Zip 51023

Owner Address

LENNOX SD

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Wheels and Tires - Wheels - Other - Front-Driver Corporate - Recall - Default - Default - Default

My t-id is t6971bd, borrowing Stacey t-id due to COIN issue.

Customer was calling in stating that they had to replace the tie rods on

their vehicle as it broke while driving last week. When looking for the

tie rod it was completely off of the vehicle. Customer had the part

replaced on the vehicle. Also when looking in that area the customer had

to have the u joint replaced on the vehicle as it wasn t greased properly

on the vehicle when they had it done for maintenance. This cost that the

customer received was over $800 on this vehicle. What is left for the

customer to have done on the vehicle is they have to have the alignment

done on the vehicle as it is out since having the tie rods and the u

joints replaced. Customer feels the vehicle is not safe to drive at this

time and they hope to have this work done for the alignment today or

tomorrow on their vehicle.

**************************END OF NARRATIVE*************************

This cair is being escalated on the customers behalf for good will.

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

OOW by time and miles - still in for diesel, perforation, and emissions

No SC

1st owner, current 1

CONTACT UPDATE - Customer was contacted today at 7:08 am MST on the

preferred number taken from closed cair #19486198,

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

Customer calls requesting to speak with CF303

Customer/Caller transferred to extension # 66196

Caller is calling to speak with Case Manager CF303. Writer transfered

caller to extension #66196.

Customer called for recall information.

Customer calls seeking recall information. Advised the customer there

are no incomplete recalls for this vehicle. The customer was also

advised a notification letter will be mailed to the address on file in

the event their vehicle is involved in a future recall.

Customer requesting calls on

Customer calls requesting to speak with CF303

Customer/Caller transferred to extension # 66196

2nd attempt made to contact customer on 05/07/10 at 3:27 pm MST.

tire rods

Customer states that she is seeking assistance on the whole repair.

There wasn t any grease specs on the tie rod ends, however, it was

rusted. Customer has the vehicle in her possession. They have a

maintenance contract with the dealership. She states that she will not

go back to the dealership. She states that the dealership told them to

go to an IRF due to the contract expiration. The customer states that

the repair has been completed at an IRF and her husband has worked on it.

Customer seeking reimbursement. Customer also requests a call back on her

husbands cell

Agent informed customer that agent will

follow up with customer on Monday.

Why is the customer contacting Chrysler? Customer is calling to speak to

her case manager Agent#CF303.

What are the customer s expectations? Customer expect to have received a

phone call yesterday the 05/10/2010.

Writer told the customer that he ll transfer the call over to

Agent#CF303.

Customer called requesting to speak with case manager CF303.

Customer/Caller transferred to 66196.

Agent attempted to contact the dealership. No answer on the other line.

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

We do not reimburse for work done at an IRF.

Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Agent spoke with someone at dealer #43870 who referred me to this number

1-800-866-8547. Agent spoke with Service Manager Joe. SM states that

Heartland Motors transferred over to their shop. They are no longer a

CJD dealership.

3rd attempt made to contact customer on 05/18/10 at 12:08 pm MST.

Customer states that had no way to get it to anyplace. Customer was

informed of the decline. Customer states that Chrysler is not standing

behind their product. Customer states that this is ridiculous.

CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19522350

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A0 7G

Open Date

05/04/2010

Built Date

04/11/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

10/12/2007 Mileage

65,870

Dealer Zone 35 WASHINGTON

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DEG

6-SPEED MANUAL G56 TRANSMISSION

Dealer

60098 KELLY CHRYSLER JEEP DODGE

Dealer Address 78 ZENTS BLVD

Dealer City

BROOKVILLE

Dealer State

Dealer Zip 15825

Owner Address

RIDGWAY PA

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front Customer said the front tie rod end broke.

Recall - H46: - Reimbursement

Customer seeking reimbursement for H46 recall repair.

Dealer - By-Pass - Default - Default - Default

POSTMARK DATE: 042610; DATE RECEIVED: 042910 Customer said the front tie rod end broke. Customer seeking reimbursement for H46 recall repair. Writer received customer s letter and dealer repair invoice. The invoice did not indicate payment method. Writer called dealer 60098 and spoke to Kristy the receptionist who said the SM was not available. Writer left a message with the cair number, phone number and writer s name and ext. requesting payment verification. Josh SM with dealer 60098 called back and said to call tomorrow and he would be able to get the payment method information. Writer tied to call SM josh back, but he was unavailable. Writer left a message for him to call writer back with the phone number and cair number and writer s ext. SM Josh called writer back and verbaly verified customer had paid for the repair with a credit card. The dealer invoice shows a repair cost of $707.87 for the H46 recall repair. Writer submitted a check for $707.87 for approval. An alignment is necessary whenever th steering components are replaced. Total cost of recall - $803.29 ************************************************ Approved and Processed ************************************************

Customer Assistance Inquiry Record (CAIR)#

19523414

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX39A2 7G

Open Date

05/05/2010

Built Date

06/06/2007

2007

Body

D18P81

DODGE RAM LARAMIE 4X4 3500 MEGA CAB

09/13/2007 Mileage

55,000

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

60062 LITHIA CHRYSLER DODGE OF MISSOULA

Dealer Address 5001 GRIZZLY COURT

Dealer City

MISSOULA

Dealer State

Dealer Zip 59802

Owner Address

MISSOULA MT

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Unknown Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Customer Unavailable Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Dealer - By-Pass - Default - Default - Default
Roadside Assistance Contacted - DATE : 2010-05-03 Road Side File Created 05-05-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: S SIDE ROAD 5001 GRIZZLY CT COUNTY HIGHWAY 30 MISSOULA MISSOULA MT USA MT CALLER_COMMENTS CLARK FORK CATTLE RANCH /CALL CUS DEALER CODE : 60062 LITHIA CHRYSLER JEEP DODGE OF CSR called Todd the service manager but unfortunately there was no response, I will call back tomorrow. CSR left message stating contact and customer information. ************End of Narrative*************** CSR called dealership in hopes of contacting Todd the service manager, unfortunately there was no response. CSR left contact number, name and vehicle identification number. CSR will call back on Monday if there is no call back from Todd. CSR tried calling the service manager Todd but unfortunately there was no response. CSR left message stating name, contact number and reason for call. CSR will try calling back tomorrow in hopes of reaching Todd the service manager. CSR called dealership in hopes to contact the service manager Todd but unfortunately there was no response. CSR left a message stating name, contact number and reason for call. CSR will call back later today if not tomorrow. ***********End of Narrative*************** ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Spoke to the sevice manager Todd from dealership 60062

Broken Tie Rod

Is the vehicle at the dealer now?

When did it arrive at the dealer?

May 3rd

What is the current mileage?

65158

If known, what is the reason for the tow?

The vehicle had a broken tie rod

Have the repairs been completed?

Yes

If yes, when were they completed?

May 4th

If no, what is the estimated repair date?

N/A

Are there any parts that need to ordered?

If yes, what are the part & order # s?

N/A

Rental provided?

If yes, how many days? (either by the dealer or USCAC)

N/A

Dealer provided the following customer contact information.

****End structured narrative T2 - PCCP

Service manager Todd called CSR and confirmed the vehicle has been

repaired and returned to the costumer. The reason for the tow was due to

a broken tie rod. The dealership did not have to order parts for the

repair. There was no rental car provided to the customer during the

repair. The current mileage is 65158.

************End of Narrative****************

CSR called the cust at

left a voicemail message. CSR will

call the cust again on 05/14.

CSR called the cust, left a voicemail message. CSR will call the cust

again on 5/17.

CSR made final attempt to contact the cust, left a voicemail message.

CSR is closing the CAIR as unable to reach the cust.

Customer Assistance Inquiry Record (CAIR)#

19528147

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX49CX 7G

Open Date

05/06/2010

Built Date

11/28/2006

2007

Body

D18H81

DODGE RAM SLT 4X4 3500 MEGA CAB

04/23/2007 Mileage

135,897

Dealer Zone

32 NEW YORK

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

45072 CHRY-JEEP-DODGE OF WARWICK LLC

Dealer Address

185 ROUTE 94 SOUTH

Dealer City

WARWICK

Dealer State

Dealer Zip 10990

Owner Address

SUSSEX NJ

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Corporate - CNA Change - Default - Default - Default Corporate - Recall - Default - Default - Default Recall - H46: - Advise Owner/Incomplete Recall
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer stated that the passanger front tie rod fell out of the vehicle. What are the customer s expectations? Customer calling to see if covered under the recall. ****End structured narrative T2 - Beginning Narrative Writer informed customer that there is no recall on the customer vehicle for the Tie Rods and the vehicle is way outside the warranty for the basic warranty there for would be at customer expense for the repairs. Customer stated thanks for no help and ended the call. Customer calls seeking recall information. Advised the customer of incomplete recall H46 # for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair.

Tie Rods fell out of vehicle

Customer Assistance Inquiry Record (CAIR)#

19528898

VIN

3D7KS28C7 6G

Open Date

Model Year In Service Dt Plant

2006 11/14/2005 G

Body

DH7P41

Mileage

95,000

SALTILLO TRUCK ASSEMBLY PLANT

05/06/2010

Built Date

08/16/2005

DODGE RAM 2500 LARAMIE QUAD CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer Dealer Address
Dealer City

43347 TOM ADDIS DODGE INC 314 W CLAYTON AVE COEUR D ALENE

Dealer State

Dealer Zip 83815

Owner Address

POST FALLS ID

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Steering Wheel / Column - Improper Installation/Missing - Default
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer states that as he was approaching an intersection with the intention to turn, the entire steering column came off in his lap. Caller states he was able to proceed straight through the intersection. Customer states he has called his dealer and was told this would not be covered under warranty. What are the customer s expectations? Customer would like Chrysler to cover this repair as this is not something that should have happened. Customer mentioned previous steering linkage recall H46. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F Alternate phone number if needed: Customer called back to let us know a tie rod broke, not the steering column. * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * The vehicle is out of warranty by 59,000 miles and a year and a half by time. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 9:47 AM. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. CONTACT UPDATE - Customer was contacted today at 2:24 PM. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent.

CONTACT UPDATE - Customer was contacted today at 1:34 PM. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. CONTACT UPDATE - Customer was contacted today at 11:12 AM. Customer was advised of the decline. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19547864

VIN

3D7MS48C1 5G

Open Date

Model Year In Service Dt Plant

2005 01/04/2005 G

Body

DH8H42

Mileage

117,000

SALTILLO TRUCK ASSEMBLY PLANT

05/13/2010

Built Date

12/09/2004

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 74 DENVER

Market

Dealer Dealer Address
Dealer City

43491 GLADSTONE DODGE INC 5610 NORTH OAK GLADSTONE

Dealer State

Dealer Zip 64118

Owner Address

SMITHVILLE MO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Front-Driver Dealer - By-Pass - Default - Default - Default Product - Steering - Linkage - Defective - Default Product - Unknown - Unknown - Accident - Default
Customer stated that Tie rod end came apart (fell out) and dropped to the ground. The customer had no steering in the vehicle. This caused the vehicle to loose control in the steering wheel. Customer stated he braked and the left front tire turned sideways across oncoming traffic into a guard rail. Customer stated that everyone is okay him son received some bruising and is sore, receiving treatment for neck and headaches. Customer stated it was faulty parts that caused this concern Work -
Please follow proper procedure for this type of CAIR. Reassigning to km674 to ensure proper handling. Reassigning to km674 to ensure proper handling.

fell out

Customer Assistance Inquiry Record (CAIR)#

19549768

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WC66A3 8G

Open Date

05/14/2010

Built Date

08/03/2007

2008

Body

DM4L63

DODGE RAM 4X2 4500 REG CAB CHASSIS

12/27/2007 Mileage

160,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer

26534 RICK HENDRICK JEEP-CHRY

Dealer Address

8333 RIVERS AVENUE

Dealer City

NORTH CHARLESTON

Dealer State

Dealer Zip 29406

Owner Address

CAHRLESTON SC

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle?IRF Has the vehicle been diagnosed by a CDJ dealer?No If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F Why is the customer contacting Chrysler?Customer called in wanting to get reimbursed for tie rod repair. What are the customer s expectations?Customer feels that the tie rod was a recall and that his vehicle was not in the recall but the vehicle is suffering similar problem to recall. Customer states that he has replaced his tie rods on two different occasions at a irf but with a chrysler tie rod part.Customer states that it keeps breaking and he does not feel that he should have to pay for it again.Customer states that he has seen recalls and the 2008 dodge ram 4500 but his vehicle got no recall but his vehicle is having similar issues to the recall. * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * Agent reviewed and as the vehicle has an excessive miles for the age of the vehicle. Agent will currently decline. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Informed customer that Chrysler will not participate in the repair. The vehicle warranty has expired by time and/or mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 10:33 am mst Agent advised that due to the mileage of the vehicle that Ram would not have any avenues of assistance for the customer. The customer stated that they have had the tie rods replaced 4 times and most of which with in the past year. The agent advised that if the needed repairs were done

within the 12/12 warranty then the component could be replaced, but if the vehicle is out by mileage then Ram would not assist. The customer stated that they have too many miles on the vehicle to be under the 12/12. Agent advised the decline would stand unless further information is provided. CLOSED LOOP UPDATE - customer was contacted today at 10:37 am mst Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19552885

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D6WH46A1 7G

Open Date

05/16/2010

Built Date

06/16/2007

2007

Body

DC8L63

DODGE RAM 4X4 3500 REG CAB CHASSIS

12/12/2007 Mileage

54,000

Dealer Zone

42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PDM

MINERAL GRAY MET. CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

52664 JUNCTION AUTO SALES INC

Dealer Address

12423 MAYFIELD

Dealer City

CHARDON

Dealer State

Dealer Zip 44024

Owner Address

HUNTSBURG OH

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Roadside Assistance Contacted - DATE : 2010-05-14 Road Side File Created 05-16-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 15545 CHARDON WINDSOR ROAD 12423 MAYFIELD PRINCETON ROAD HUNTSBURG CHARDON OH USA OH CALLER_COMMENTS -01 DIESEL AND DUALLIES// BROKEN DEALER CODE : 52664 JUNCTION AUTO SALES INC Who did you speak with at the dealer and what is their dealer code?52664 Larry Is the vehicle at the dealer now? Yes When did it arrive at the dealer?May 14,2010 What is the current mileage?54502 If known, what is the reason for the tow?Broken tie rod Have the repairs been completed? No If yes, when were they completed? If no, what is the estimated repair date? May 18 Tomorrow by lunch Are there any parts that need to be ordered? All parts are in If yes, what are the part & order #'s? Rental provided? Uncertain, not by dealer If yes, how many days? (either by the dealer or USCAC) Who did you speak with at the dealer and what is their dealer code?52664 Larry Is the vehicle at the dealer now? Yes When did it arrive at the dealer?May 14,2010 What is the current mileage?54502 If known, what is the reason for the tow?Broken tie rod Have the repairs been completed? No If yes, when were they completed? If no, what is the estimated repair date? May 18 Tomorrow by lunch

Are there any parts that need to be ordered? All parts are in If yes, what are the part & order #'s? Rental provided? Uncertain, not by dealer If yes, how many days? (either by the dealer or USCAC) Parts covered under service contract. ***************end of narrative***************** First attempt to contact customer unsuccessful. Tried secondary number, which is no longer in service. Calling again on primary number to leave call back number. Left message that vehicle is expected to be completed tomorrow. ******************end of narrative*************** Second attempt to contact customer unsuccessful, left call back message. ****************end of narrative*************** Attempted to contact customer a third time. Call was answered by another party who indicated this was not the correct number and was unhappy for the long messages. Agent apologized for any inconvenience. Agent will contact dealer to obtain new number. ***************end of narrative****************** Agent spoke with service and obtained an updated telephone number for the customer. Vehicle is ready. Agent will contact customer later today. ***************end of narrative*************** Agent spoke with customer who was satisfied with service from tow company and the Dealer from this tow and repair. Customer is however very unhappy regarding an unresolved issue. He has experienced a issue with the transfer case. In January ' DM and TA drove owner s vehicle on 1/9/09 and did duplicate vibration concern on deceleration in 6th gear. An appt was made for owner to bring vehicle back to dealer on 1/12 for diagnosis and repair. Agent will contact dealer to determine if an attempt to repair the vehicle was made. Also customer tried to purchase a new truck and was angry that the Dealer will not put a deal together for him. Customer will purchase another Dodge, but not from this dealer. **********************end of narrative************* Spoke with Larry in Service, who stands firm in the belief that there is LK227 nothing further to complete and that there is nothing wrong with the vehicle. Agent will contact customer to let him know that the matter is closed. Call made May 20/10. ***************end of narrative Agent spoke with customer and forwarded information from Service (Larry at Dealer 52664). Mr Wedge asked agent to pass on his concerns and disappointment to the head of Chrysler. Agent advised customer that was not a possibility, however the request would be noted in this narrative. Customer appeared to be satisfied with this. *****************end of narrative**************

Customer Assistance Inquiry Record (CAIR)#

19555997

VIN

3D7KS29C1 6G

Open Date

Model Year In Service Dt Plant

2006

Body

DH7H81

02/20/2006 Mileage

74,848

SALTILLO TRUCK ASSEMBLY PLANT

05/17/2010

Built Date

09/01/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer
Dealer Address
Dealer City

66894 WARNOCK DODGE CHRYSLER JEEP

175 ROUTE 10

EAST HANOVER

Dealer State NJ

Dealer Zip 07936

Owner Address

MORRISTOWN NJ

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Corporate - Reimbursement - Default - Default - Default Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass Corporate - Recall - Default - Default - Default Recall - H46: - Reimbursement

Customer seeking reimbursemen for H46. Customer states that the tie rod was replaced.

POSTMARK DATE: 050710; DATE RECEIVED: 051310 Received letter from customer seeking reimbursement for recall H46. Customer states that his vehicle started having a steering issue on March 15. Customer states that he was having a hard time controlling the vehicle. Customer states that the tie rod connection had come apart on the right side. Customer states that he does think that this repair should have been covered under the recall H46. Customer also states that he is very lucky that his vehicle was not in an accident, because of this issue. Per the documentation customer sent in, on the repair order it states that the dealership checked for open recalls on the vehicle and states that the repair completed does not qualify for the recall. Writer will reimburse customer for the Damper - part number 52122370AB $146.00. Part number 52122370AB should be covered under recall H46. Writer will submit a check for approval in the amount of $146.00 Check Approved in the amount of $146.00

Customer Assistance Inquiry Record (CAIR)#

19559948

VIN

3D7MX49C7 6G

Open Date

Model Year In Service Dt Plant

2006 09/22/2006 G

Body

D18H81

Mileage

54,894

SALTILLO TRUCK ASSEMBLY PLANT

05/18/2010

Built Date

06/05/2006

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

26756 FINNEGAN CHRYSLER JEEP DODGE

Dealer Address

26433 SOUTHWEST FREEWAY

Dealer City ROSENBERG

Dealer State

Dealer Zip 77471

Owner Address

RICHMOND TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver

Why is the customer contacting Chrysler? Customer states that he was

making a right hand turn when his tie rod end had come unattached and

punctured his left tire. Customer has been to numerous part houses and

they along with a dealership have states that the part has been

discontinued. The SM MR. Cook is who has been assisting customer.

What are the customer s expectations? Customer states he would like to

have his part replaced. Customer needs further research performed to see

what he could do to get the part needed for his tie rods.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day by COB their time

Preferred Morning/Midday call back number is

Preferred Afternoon/Evening call back number is

Who has possession of the vehicle? Dealer

Has the vehicle been diagnosed by a CDJ dealer? Yes

If a CDJ dealer has diagnosed, what is the dealer name or code? 26756

Reassigned to 88F

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

Writer contacted dealer, 26756, and spoke with Parts Advisor, Chris, as

the Parts Manager was not available. PA states that tie rods are not

available individually and they come as a kit with the linkage.

CONTACT UPDATE - Customer was contacted today at 1:09pm, and he states

that he is seeking assistance with the repairs. Writer contacted 26756,

and spoke with SM, Jim, and he states that the vehicle needs a outter tie

rod end. SM states that he will gather warranty rates and have SA email

them into t2email@chrysler.com. Writer advised customer of follow up

tomorrow.

**************Dealer email received****************

ESTIMATE FOR MR.

VEHICLE IS AS FOLLOWS. INNER TIE ROD AND TIRE( BF

GOODRICH RUGGED TRAIL T/A 265-70-17) 1 TIRE AND ALIGNMENT. TECH STATES HE

NEEDS TO INSTALL TIE ROD TO GET IT INTO THE SHOP FOR FURHTER DIAGNOSTIC.

ALIGNMENT $119.95- TIRE 210.00 PLUS TAX PLUS 16.00 MOUNT/BALANCE INNER

TIE ROD $84.91 PLUS/TAX LABOR IS 85.40.

THANK YOU , SAL HERNANDEZESTIMATE FOR MR. PARR VEHICLE IS AS

FOLLOWS. INNER TIE ROD AND TIRE( BF GOODRICH RUGGED TRAIL T/A 265-70-17)

1 TIRE AND ALIGNMENT. TECH STATES HE NEEDS TO INSTALL TIE ROD TO GET IT

INTO THE SHOP FOR FURHTER DIAGNOSTIC. ALIGNMENT $119.95- TIRE 210.00 PLUS

TAX PLUS 16.00 MOUNT/BALANCE INNER TIE ROD $84.91 PLUS/TAX LABOR IS

85.40.

THANK YOU , SAL HERNANDEZESTIMATE FOR MR. PARR VEHICLE IS AS

FOLLOWS. INNER TIE ROD AND TIRE( BF GOODRICH RUGGED TRAIL T/A 265-70-17)

1 TIRE AND ALIGNMENT. TECH STATES HE NEEDS TO INSTALL TIE ROD TO GET IT

INTO THE SHOP FOR FURHTER DIAGNOSTIC. ALIGNMENT $119.95- TIRE 210.00 PLUS

TAX PLUS 16.00 MOUNT/BALANCE INNER TIE ROD $84.91 PLUS/TAX LABOR IS

85.40.

THANK YOU , SAL HERNANDEZESTIMATE FOR MR.

VEHICLE IS AS

FOLLOWS. INNER TIE ROD AND TIRE( BF GOODRICH RUGGED TRAIL T/A 265-70-17)

1 TIRE AND ALIGNMENT. TECH STATES HE NEEDS TO INSTALL TIE ROD TO GET IT

INTO THE SHOP FOR FURHTER DIAGNOSTIC. ALIGNMENT $119.95- TIRE 210.00 PLUS

TAX PLUS 16.00 MOUNT/BALANCE INNER TIE ROD $84.91 PLUS/TAX LABOR IS

85.40.

THANK YOU , SAL HERNANDEZ

******************Dealer email ended****************

CONTACT UPDATE - Customer was contacted today at 4:52pm.

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent.

Writer contacted dealer, 26756, and spoke with SA, Sal, and he states the

vehicle needs to have the tie rods put on the vehicle before the vehicle

can be diagnosed for any further problems. Writer advised customer SA

that ONLY the tie rod end will be assisted with, and the tires, alignment

and balancing will be at the customer s expense. SA states that the

vehicle may need further repairs. Writer advised SA that any further

repairs will be considered, but not guarenteed. Customer will be

responsible for a $100.00 co payment towards the tie rod ends.

As a one-time goodwill gesture, Chrysler will be making a policy

adjustment for this repair based on Customer Satisfaction,

With the concurrence of the Service Manager,Jim,

the customer will have a co-pay of $100.00

# # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # #

ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER

Customer Care is sending this file to your dealership because a joint

goodwill policy decision has been made on behalf of our mutual customer.

A pre-auth has been created within GWA. If you need additional

assistance with this PA, you may contact Kourtney at 800-992-1997

extension # 66160. You may also contact us by email at:

T2email@chrysler.com. This customer has not been informed

of this decision. Please update and/or close CAIR when complete.

# # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # #

REASSIGNED TO BC/DLR 63 26756 05/21/10 13:41 O 19559948

Friday May 14, 2010 while driving my truck the left tie rod disconnected

away from the wheel hub, and the truch came to a halt because the tie

rod

end punctured through my left tire and blew it out. I had it towed to

the

dealer. The linkage on the truck is the new upgraded linkage that was

installed before I purchased the truck last year. I am concerned that

this

is an upgrade, and had I been going faster, I could have wrecked the

truck

and very possibly hurting or killing someone or myself. As it stands it

liioks like will have to come out of pocket for the wrecker, the

repairs/alignment to the truck and a new front tire. I would hope that

Chrysler Dodge would stand behind their upgrades on these trucks. I am

scared that if this happened once, it could happen again also. Please

can

you help me with the costs that I will be enduring on this problem that

should not have occured on new parts/upgrade. I will appreciate your

immidiate response. Sincerely,

***** END OF CUSTOMER EMAIL *****

Thank you for contacting the Dodge Customer Assistance Center requesting

assistance with the repairs of your 2006 Dodge Ram.

Our records show that you have contacted us by telephone and we have

addressed your concern. We have updated your file to reflect the latest

information you provided in the email message.

Please contact your dealer for further resolution. They will be happy to

assist you.

*Contact Date:05/26/2010 DCX goodwill repair is documented on Repair Order#108379 Request was reviewed with DM. CAIR RETURNED FROM DEALER ON 5/26/2010 AT 08:24:904 R 19559948 The case is not resolved, sending back to case manager for resolution. The writer called the customer for the first time. The writer called the customer for the second time. CLOSED LOOP UPDATE - customer was contacted today at 2:37 PM. Customer was reminded if their concern recurs, they will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team. *******************Dealer email received**************** warranty adminostrator is telling me the pa # is not being taken. can you email me the exact amount of what you approved and the pa# . Thank You, Sal Hernandez ***************Dealer email ended***************** ****************Dealer email received************** I NEED YOUR ASSISTANCE WITH MR.PARR RO. THE WARRANTY ADMINISTRATOR IS HAVING PROBLEM WITH THE PRE AUTHORIZATION. SHE NEEDS THE PRE-AUTHORIZATION # AND THE EXACT AMOUNT CHRYSLER APPROVED. THANK YOU, SAL HERNANDEZ---281-342-9318 ***************Dealer email ended*************** Writer called dealer 26758 and left message for SM Gloria to see what needs to done to resolve the PA not paying out on this vehicle for repair has been completed. Writer provided callback number, CAIR number, and extension for CM who set up the PA -- 66160. SM Gloria is returning Suzi s call, per notes writer transferred SM Gloria to 66160.

Customer Assistance Inquiry Record (CAIR)#

19559981

VIN

3D7KS29C4 6G

Open Date

Model Year In Service Dt Plant

2006 06/01/2006 G

Body

DH7H81

Mileage

79,000

SALTILLO TRUCK ASSEMBLY PLANT

05/18/2010

Built Date

01/11/2006

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Dealer

43585 RAMSEY MOTOR COMPANY

Dealer Address

502 HWY 62-65

Dealer City HARRISON

Dealer State

Dealer Zip 72601

Owner Address

COMPTON AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default

outer driver side tie rod end broke in half

Customer states the dealer replaced the outer tie rods (H36). The dealer then had to change these parts again and the outer tie rod with defective ones (pullman and sons tie rod ends). The rest was replaced with the quality ones. The dealer is now saying even tho he admitted putting the wrong ones on will not replace them with the proper ones unless customer pays. Customer is going to get estimate of cost later today. Customer was driving on Friday May 14 when the truck immediately stopped. Both front wheels were facing the wrong way, the drag link was jammed into the wheel. The disc brake shield was bent, tires were scuffed. Customer also states they have had to replace the lower ball joints 5 times. Vehicle is at the dealer now and dealer also states ball joints need to be replaced again. The best number to contact customer is
Husband is looking after this. **********************END OF NARRATIVE*************************** This CAIR is being escalated as customer is seeking goodwill for the repairs above. ***********************END OF RATIONALE FOR ESCALATION********************* * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * REASSIGNED TO BC/DLR 63 43585 05/19/10 12:05 O 19559981 CONTACT UPDATE - Customer was contacted today at 9:31am. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer has an expired max care service contract. Customer states that the dealer put the incorrect part on the vehicle and are unable to repair the part again unless the customer pays. Writer confirmed the repair was completed 6/5/10 on the tie rods and this should be covered under the Mopar parts warranty. Customer states that the Mopar ball joints have been replaced 5-6 times and they are thinking about getting aftermarket ball joints that will last longer. Customer wants to know if there is another ball joint that can be replaced which are a better quality. Jeff Wiese SM at dealer states that the information that the customer is getting is from a forum and not the dealer. Dealer states that the left front outer tie rod end needs to be replaced. Dealer states that the recall which was performed included and the parts that were supplied from Chrysler were installed. Dealer states the left front ball joint also

needs to be replaced and these are both defective parts. Dealer states that good will is merited in this case due to it being a recurring issue. As a one-time goodwill gesture, Chrysler will be making a policy adjustment for this repair based on customer retention. According to the dealer, the warranty costs of the repair are as follows: Parts = $213.08 Labor = $217.35 Total = $430.43 With the concurrence of the Service Manager Jeff Wiese the customer will have a co-pay of $100. # # # # # # # # # # # # DIRECT-TO-DEALER # # # # # # # # # # # # # # # ATTENTION SERVICE DIRECTOR OR SERVICE MANAGER Customer Care is sending this file to your dealership because a joint goodwill policy decision has been made on behalf of our mutual customer. A pre-auth has been created within GWA. If you need additional assistance with this PA, you may contact Keala at 800-992-1997 extension # 66310. You may also contact us by email at: T2email@chrysler.com. This customer has not been informed of this decision. Please update and/or close CAIR when complete. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # *Contact Date:05/21/2010 Service Manager at the dealership has updated the Cair# 19559981 Parts have been ordered. 5/21/10 - vehicle to be finished on 5/24/10 - SM will update CAIR. *Contact Date:06/01/2010 Customer request has been fulfilled. CAIR RETURNED FROM DEALER ON 6/01/2010 AT 04:11:375 R 19559981 Customer was contacted for quality check. Writer wanted to verify repairs were adequate and satisfactory. Writer was unable to leave message. Next agent-Please verify if the customer s concerns have been resolved for customer satisfaction. Customer was contacted for quality check. Writer wanted to verify repairs were adequate and satisfactory. Writer left message requesting a call back. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19565091

VIN

3D7KS28C0 5G

Open Date

Model Year In Service Dt Plant

2005 04/02/2005 G

Body

DH7H41

Mileage

72,000

SALTILLO TRUCK ASSEMBLY PLANT

05/20/2010

Built Date

01/17/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer

45235 LITHIA CHRYSLER DODGE OF EUREKA

Dealer Address

4320 BROADWAY ST

Dealer City EUREKA

Dealer State

Dealer Zip 95503

Owner Address

ZENIA CA

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Proactive Customer Alert - Roadside - Phone Number Blocked/Incorrect/Missing Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Dealer - By-Pass - Default - Default - Default
Roadside Assistance Contacted - DATE : 2010-05-18 Road Side File Created 05-20-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: ALDERPOINT ROAD 4320 BROADWAY ST BELL SPRINGS ROAD GARBERVILLE EUREKA CA USA CA CALLER_COMMENTS TOW_COMMENTS VENDOR_COMMENTS DEALER CODE : 45235 LITHIA CHRYSLER JEEP DODGE OF ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? Larry Johnson at 45235 (Service Advisor) Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 5/18/2010 What is the current mileage? 72,279 If known, what is the reason for the tow? Front-right tie rod broke and needed to be replaced. Have the repairs been completed? Yes If yes, when were they completed? 5/20/2010 If no, what is the estimated repair date? N/a Are there any parts that need to ordered? No If yes, what are the part & order # s? N/a Rental provided?

Front-right tie rod broke and all tie rods were replaced.

If yes, how many days? (either by the dealer or USCAC)

N/a

Dealer provided the following customer contact information.

N/a

****End structured narrative T2 - PCCP

CSR spoke to Larry Johnson at 45235 (Service Advisor). Larry stated that

the vehicle was towed in because the front-right tie rod had broke and

needed to be replaced. Larry stated that at the time of repairs, all the

tie rods were replaced. All repairs were completed as of yesterday

(5/20/2010) and vehicle is ready to be picked up. CSR advised Larry that

he would follow up with customer to inform her that the vehicle is ready

to be picked up and address any further questions or concerns.

CSR attempted to contact customer at

however the woman who

answered the phone stated that the customer (Mrs. Deana Johnson) does not

live there anymore. No contact information is available for customer.

CSR cannot contact customer to follow up. Closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19570244

VIN

3D7MX49C7 6G

Open Date

Model Year In Service Dt Plant

2006 04/21/2006 G

Body

D18H81

Mileage

70,000

SALTILLO TRUCK ASSEMBLY PLANT

05/21/2010

Built Date

02/16/2006

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 66 ORLANDO

Market

Dealer Dealer Address
Dealer City

61820 BOB PFORTE MTRS INC 4214 WEST LAFAYETTE ST MARIANNA

Dealer State

Dealer Zip 32446

Owner Address

CHULUOTA FL

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Recall - H46: - Advise Owner/Incomplete Recall Recall - H46: - Reimbursement

Customer calls seeking recall information.

Customer calls seeking recall information. Advised the customer of incomplete recall H46 for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. Customer took his vehicle to the dealership for a steering linkage recall and was told that he did not need the repair. Now the customer is stating that the repair has failed. He stated that the tie-rod broke on him and he almost got into a accident. Customer had to pay for the repairs out of his pocket. Writer gave customer reimbursement information. Advised customer to submit original repair order & proof of payment to: Chrysler Recall Assistance Center P. O. Box 21-8007 Auburn Hills, MI 48321-8007 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the reimbursement is dependent upon verification of all documents requested. ********END OF NARRATIVE********* POSTMARK DATE: 070810; DATE RECEIVED: 071410 Customer submitted request for reimbursement for recall H46 for steering linkage, as well as the towing and hotel expenses he incured as he had to have the vehicle towed to a Dodge dealership, while on vacation. Customer s proof of payment is: Visa Receipt Recall applies to customer s vehicle: NO (confirmed with dealership) Date of repair: 04/30/2010 Labor $289.95 Parts $479.33 Tax $34.57 Misc. Charges $20.88 Total $824.73 --Writer spoke with Dodgeland of Columbia dealership who confirmed that diagnosis was performed for H46 recall however repair was not necessary. Any out of pocket expense customer incured within that service order was not related to the recall. Dealership guidance matches our records;

Vehicle Information reflects recall is still incomplete, verifying recall repair was not completed/paid for. Ownership Event History also confirms no previous history of customer having the mopar accessory part installed on the vehicle during a previous service appointment. --Based on the inconvenience customer experienced, writer is considering goodwill. Customer seeking full reimbursement for the cost of his repair ($824.73), towing expense ($15.00) and hotel accomodation ($143.19). Writer will reimburse 25% of repair cost, totaling $206.18, as well as towing expense, totaling $15.00. Recall repair reimbursement does not cover any incidental or consequential effects in connection with the recall repair, therefore lodging reimbursement request has been declined. -Writer is submitting check for approval in the amount of $221.18. reassigned to NJI for review -- PLF As goodwill, Chrysler will reimburse customer for the entire expenses. $824.73 (repair order for tie rods) $ 15.00 (tow) $143.19 (hotel) -------------------$982.92 (total) NJI contacted the customer and reviewed the above. The customer was happy with the decision. Customer verified address. Check approved.

Customer Assistance Inquiry Record (CAIR)#

19570974

VIN

3D7KS28C0 5G

Open Date

Model Year In Service Dt Plant

2005 04/02/2005 G

Body

DH7H41

Mileage

73,000

SALTILLO TRUCK ASSEMBLY PLANT

05/21/2010

Built Date

01/17/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer

45235 LITHIA CHRYSLER DODGE OF EUREKA

Dealer Address

4320 BROADWAY ST

Dealer City EUREKA

Dealer State

Dealer Zip 95503

Owner Address

ZENIA CA

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Other - Default
Customer called in regarding their vehicle; customer stated the front right steering linkage for the tire rod fell apart. . Customer is seeking assistance for the repair of the vehicle. Customer is seeking tp have his cocnerns documented. Writer advised the customer that their concerns would be documented. Customer is calling in concerning a call back for this case which he hadn t received. Writer noted that Jaqlin never setup a call back for this issue at all. Customer s number is Writer spoke with Bryan in order to get a escalation callback today, as the customer didn t get a callback previously. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? (Owner/) BB893 was the Bryan previously mentioned Customer calling back and he is very upset that nobody has called him regarding his case. Writer noticed the initially the case has not been assigned to 88F and that has caused the problem. XXXX CASE IS IN 88F NOW AND THE CASE MANAGER IS CT684 XXXXXX. Writer advised the customer of the situation and transferred the call to the agent CT684 and also hand delivered the message to the agent for a call back to customer through one of the floor support team. * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 11:35 am MST Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer calls requesting to speak with CT684 Customer/Caller transferred to extension # 66181 Customer calls requesting to speak with CT684 Customer/Caller transferred to extension # 66181 Customer calls requesting to speak with CT684 Customer/Caller transferred to extension # 66181 CUstomer stated that the current mileage on the vehicle is 72,283, and that he spoke to Larry at the dealership. Spoke the SM, Nathan, SM stated that this was cause by a defective part, and the customer paid

748.43 Writer has decided to reimburse the customer 498.43, due to the repair being a safety issue, and the cusotmer is the original owner. Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

19571981

VIN

3D7LX39C6 6G

Open Date

Model Year In Service Dt
Plant

2006 04/29/2006 G

Body

D18H81

Mileage

98,841

SALTILLO TRUCK ASSEMBLY PLANT

05/23/2010

Built Date

12/08/2005

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 63 DALLAS

Market

Owner Address

VERSAILLES KY

Contact Type

ROADSIDE

Home Phone

Country

UNITED STATES

Corporate - Outbound - Service Follow-up - Roadside - Successful Contact
Corporate - Outbound - Proactive Customer Alert - Roadside - Default
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
Roadside Assistance Contacted - DATE : 2010-05-21 Road Side File Created 05-23-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: RD 3400 4120 W 6TH AVE HWY 105 TRYON STILLWATER OK USA OK CALLER_COMMENTS RT FRONT TIE ROD TOW_COMMENTS V DEALER CODE : 45459 BARRY SANDERS SUPERCENTER ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? BARRY SANDERS SUPERCENTER code 45459 spoke Ron SA Is the vehicle at the dealer now? yes When did it arrive at the dealer? 5/21/10 What is the current mileage? 98841 mls If known, what is the reason for the tow? right frt tie rod broke - not covered under warranty - customer pay Have the repairs been completed? no If yes, when were they completed? If no, what is the estimated repair date? possibly 6/2/10 Are there any parts that need to ordered? yes If yes, what are the part & order # s? rt frt tie rod and steering parts Rental provided? no If yes, how many days? (either by the dealer or USCAC) Dealer provided the following customer contact information. Contact # ****End structured narrative T2 - PCCP Contacting BARRY SANDERS SUPERCENTER code 45459 @ 405-742-6000 to check on the repairs done on MR RAY DONNELL s 2006 DODGE RAM 3500 spoke with Ron SA Csr sts: calling to get the status of a repair on Ray Donnells 2006 Dodge Ram Ron sts: it is under a company - but it came in for a broken right frt tie rod

Trading Vehicle In

Csr sts: is the repair done

Ron sts: no it isn t - have parts on order and it wont be til next wk

before it will done

Csr sts: is this customer pay or on a SC

Ron sts: the customer has been informed that this will be customer pay -

Csr sts: I will call back next wk to check on the repairs - thank you for

your time -

****************** End of Narrative *********************

Add on:

Jack sts: the RECALL does not have to be done - has the upgraded part -

not related to the repair

****************** End of Narrative ************************

Contacting BARRY SANDERS SUPERCENTER @ 405-742-6000 to check on the

status of Ray Donnells 2006 Dodge Ram -

Csr sts: calling to find out the status of 2006 Dodge Ram for Mr

George SA sts: I show this vehicle under Charlyn Ranch - and # I have

405-850-7805

Csr sts: I have

George sts: the # I have

and we did speak with someone but

they still haven t come to get the vehicle -

Csr sts: I will call the # to see if I can get in touch with her - thanks

George

********************** End Narrative *****************

1st attempt contacting the customer of 06 Dodge to see if will be picking

up the vehicle since it is repaired -

Csr sts: looking to speak with the person who owns this vehicle

Kerry Klein sts: you are speaking with him

Csr sts: I show that the vehicle belongs to

Kerry sts:- it is still there because they were looking into some body

work for me and then I am looking to trade it in -

Csr sts: I show

as the owner so I will change that in the

sysem - did you want a call back once you get the vehicle back

Kerry sts: don t see a reason since I am trading it off -I will call if I

need to

Csr sts: Okay - thank you for being a Dodge owner - I will close the file

******************** End of Narrative **********************

Customer Assistance Inquiry Record (CAIR)#

19575255

VIN

3D7MX49C7 6G

Open Date

Model Year In Service Dt
Plant

2006 09/22/2006 G

Body

D18H81

Mileage

57,000

SALTILLO TRUCK ASSEMBLY PLANT

05/24/2010

Built Date

06/05/2006

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone

Market

Owner Address

ROCHMOND TX

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Driver
***** EMAIL BRIEF DESCRIPTION CONTENT ***** 2006 ,3500 Dodge Ram, upgraded left tie rod end broken ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** Friday May 14, 2010 while driving my truck the left tie rod disconnected away from the wheel hub, and the truch came to a halt because the tie rod end punctured through my left tire and blew it out. I had it towed to the dealer. The linkage on the truck is the new upgraded linkage that was installed before I purchased the truck last year. I am concerned that this is an upgrade, and had I been going faster, I could have wrecked the truck and very possibly hurting or killing someone or myself. As it stands it liioks like will have to come out of pocket for the wrecker, the repairs/alignment to the truck and a new front tire. I would hope that Chrysler Dodge would stand behind their upgrades on these trucks. I am scared that if this happened once, it could happen again also. Please can you help me with the costs that I will be enduring on this problem that should not have occured on new parts/upgrade. I will appreciate your immidiate response. Sincerely, ***** END OF CUSTOMER EMAIL ***** ***** SEE LINKED CAIR 19559948 *****

Customer Assistance Inquiry Record (CAIR)#

19579726

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D6WC76L1 9G

Open Date

05/26/2010

Built Date

07/06/2009

2009

Body

DM5L64

DODGE RAM 4X2 5500 REG CAB CHASSIS

07/27/2009 Mileage

23,780

Dealer Zone 42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L I6 CUMMINS TURBO DIESEL ENGINE

DG3

6-SPD AUTO AISIN AS68RC TRANSMISSION

Dealer Dealer Address
Dealer City

43705 CARDINAL CHRYSLER JEEP DODGE, INC

5311 DIXIE HWY

LOUISVILLE

Dealer State

Dealer Zip 40216

Owner Address

BIRMINGHAM AL

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Proactive Customer Alert - Roadside - Default Corporate - Outbound - Service Follow-up - Roadside - Successful Contact Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default Product - Suspension - Tie Rods / Drag Link - Broken - Unknown
Roadside Assistance Contacted - DATE : 2010-05-24 Road Side File Created 05-26-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 6900 ENTERPRISE DRIVE 5311 DIXIE HWY ****************************** LOUISVILLE LOUISVILLE KY USA KY CALLER_COMMENTS 01) @ LOUISVILLE GAS & ELECTRIC C DEALER CODE : 43705 CARDINAL CHRYSLER JEEP DODGE, INC ****Begin structured narrative T2 - PCCP Who did you speak with at the dealer and what is their dealer code? CARDINAL CHRYSLER JEEP DODGE, INC code 43705 spoke with Tony SA Is the vehicle at the dealer now? yes When did it arrive at the dealer? 2010-05-24 What is the current mileage? 23782 mls If known, what is the reason for the tow? tie rod Have the repairs been completed? no If yes, when were they completed? If no, what is the estimated repair date? n/a Are there any parts that need to ordered? yes If yes, what are the part & order # s? Tie rod

Rental provided?

If yes, how many days? (either by the dealer or USCAC)

Dealer provided the following customer contact information.

****End structured narrative T2 - PCCP

CARDINAL CHRYSLER JEEP DODGE, INC code 43705 @ 502-449-1900 to check the

status of the KENTUCKY UTILITIES CO which is a 2009 DODGE RAM - spoke

with Tony SA

Csr sts: calling to gather info on the 09 Dodge Ram under Kentucky

Utilities - what did it come in for

Tony SA sts: a broken tie rod - and we have it on order

Csr sts: do you have an ETA on this part

Tony sts: should be here in the next day or two

Csr sts: I will call tomorrow to follow up on this repair - thank you

****************** End of Narrative ***********************

Contacting CARDINAL CHRYSLER JEEP DODGE @ 502-449-1900 to check on the

status of 09 Dodge Ram under Kentucky Utilities -

Tony SA sts: the vehicle was finished on friday

Csr sts: Okay - I will contact the Utilities company - thank you

********************* End of Narrative **********************

1st attempt contacting

= to follow up

on the repairs done on 09 Dodge Ram -

Csr sts: following up on the repairs done on the tie rod

Chris sts: I am not sure what vehicle you are referring to - but if it

wasn t fixed right I would have heard of it -

Csr sts: I will leave you with my # and if you need to get in touch with

me regarding this repair - you will be able to call me - and I can reopen

the file within 30 days - thank you for your help

*********************** End of Narrative **********************

Customer Assistance Inquiry Record (CAIR)#

19588247

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C6 6G

Open Date

05/28/2010

Built Date

07/23/2005

2006

Body

D18P42

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

12/06/2005 Mileage

131,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

44990 ALLEN SAMUELS DODGE 21777 KATY FREEWAY KATY

Dealer State

Dealer Zip 77450

Owner Address

BELLVILLE TX

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Power Steering Pump / Bkts - Defective Default Corporate - Property Damage - Default - Default - Default Dealer - By-Pass - Default - Default - Default Product - Unknown - Unknown - Accident - Default

Customer alleges steering failed and it caused an accident

1. Who is calling and what is their contact information? Safety Coordinator representing Payton Corporation; Owner of the vehicle. Preferred:
2. What happened? The vehicle was in an accident due to an alleged steering failure. 3. What is the current location of the vehicle? Better Than New (Body Shop) 196 Hay Road Belleville, TX 77418 ************************************************************************** 05.28.10 >> case is being forwarded to Chrysler Legal (CCRG) (2-5 days contact) Per OGC Matrix, reassigned to 82T. MG17 5.28.10 Assigned to LSE6. MJK CAIR NUMBER 19588247 REQUEST EAA INSPECTION 05-28-2010 13:53 CAIR NUMBER 19588247 E-MAIL SENT TO EAA 05-28-2010 13:54 CCRG Open Date: 05/28/2010 13:49:36 Letter Sent: Acknowledgement 06/01/2010 09:55:26 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 06/02/10 AT 17:44:50 19588247 PHOTOGRAPHIC IMAGES POSTED TO THIS CAIR ON 06/02/10 AT 18:01:22 19588247 Letter Sent: Denial 06/04/2010

Customer Assistance Inquiry Record (CAIR)#

19590230

VIN

3D7KS28C5 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH7H41

06/14/2005 Mileage

62,833

SALTILLO TRUCK ASSEMBLY PLANT

05/28/2010

Built Date

10/01/2004

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 71 LOS ANGELES

Market

Dealer
Dealer Address
Dealer City

60148 DON-A-VEE CHRYSLER JEEP 777 WEST ORANGETHORPE AVE. PLACENTIA

Dealer State CA

Dealer Zip 92870

Owner Address

GARDEN GROVE CA

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Steering - Linkage - Poor Handling - Default Corporate - Reimbursement - Default - Default - Default Dealer - By-Pass - Default - Default - Default

Customer said the steering linkage shook heavily. Customer seeking reimbursement for H46 recall.

POSTMARK DATE: 052110; DATE RECEIVED: 052610 Customer said the steering linkage shook heavily. Customer seeking reimbursement for H46 recall. Writer receicved customer s letter, paid dealer repair invoices and paid receipt. Repair cost for the steering linkage shows as $1122.76 with tax. Writer submitted a check for $1122.76 for approval. H46 was completed in 07/2009. Acoording to customer and RO the steering repair was based on a TSB. This is a Goodwill not Recall reimbursement. Parts - $ 546.10 Labor - $ 552.00 Tax - $ 45.05 Total reimbursement - $1143.15 ************************************************ Approved and Processed ************************************************ Customer alleges ball joint broken again. Customer states he will call back if he needs to open case.

Customer Assistance Inquiry Record (CAIR)#

19590292

VIN

3D3MX49C4 6G

Open Date

Model Year In Service Dt Plant

2006 10/01/2006 G

Body

D18H81

Mileage

70,000

SALTILLO TRUCK ASSEMBLY PLANT

05/28/2010

Built Date

02/28/2006

DODGE RAM 3500 SLT MEGA CAB 4X4

Dealer Zone 71 LOS ANGELES

Market

Dealer

44984 LITHIA DODGE OF SOUTH ANCHORAGE

Dealer Address

9600 OLD SEWARD HIGHWAY

Dealer City ANCHORAGE

Dealer State

Dealer Zip 99515

Owner Address

WASILLA AK

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Information Request Product - Steering - Linkage - Defective - Default Dealer - By-Pass - Default - Default - Default

Customer alleges damages caused by recall. Customer alleges linkage broke and damaged tire and rim. STEERING LINKAGE

Brice says that the steering linkage broke off, shove rod through tire,

bent the rim. Brice had it towed home.

Brice wants the towing costs. tire and rim replaced.

Dealership not cooperating. Truck has been in six times just for the

transmission.

Lithia Dodge and Chrysler

Contact number

home; 7am to 9 pm; leave message if no

answer.

Brice wants it towed to Anchorage.

Sherri Stein -- Owner is very upset.

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 11:24 AM. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer states that the customer got the message and is seeking more information as to who would be paying for the towing and consequential damage. Writer conferred with RO166 and advised the customer that towing and damages caused by the recall will be covered under that recall, but that the vehicle would have to be diagnosed first to determine if the recall did cause that damage. Writer advised the customer that the towing would initially be the responsibility of the customer and that if it is determined the damages were caused by the recall Chrysler will reimburse the customer the towing expense. Writer also advised the customer that the vehicle could be taken to any Dodge dealership as the customer indicated that the customer did not want to go to Lithia. Customer states that it might be a week before the customer can bring the vehicle into the dealership. 2nd attempt made to contact customer at 1:39 PM. Left message indicating another attempt will be made. Customer was provided with agent s name and Brand number. 3rd attempt made to contact customer at 11:12 AM. Left detailed message for a return call if required. 4th attempt made to contact customer at 1:26 PM. Left detailed message for a return call if required.

5th attempt made to contact customer at 11:41 AM. The writer advised the customer of the open recall. The customer states that she will have a mechanic look at her vehicle in order to decide if it is recall related. The customer would like the writer to follow up on 06/28/10. 6th attempt made to contact customer at 11:06 AM. Left detailed message for a return call if required. 7th attempt made to contact customer at 11:37 AM. Left detailed message for a return call if required. 8th attempt made to contact customer at 11:29 AM. The customers mail box was full. 9th attempt made to contact customer at 12:14 PM. The customers mail box is full. 10th attempt made to contact customer at 11:48 AM. The customers mail box is full. Due to the lack of contact the writer is closing the case. Approved by TP324. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19591378

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A2 7G

Open Date

05/30/2010

Built Date

06/27/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

04/02/2008 Mileage

34,276

Dealer Zone 74 DENVER

SALTILLO TRUCK ASSEMBLY PLANT

Market

PXR

BRILLIANT BLACK CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

66771 GENE STEFFY CHRY-PLYM-DODGE-JEEP

Dealer Address 2545 EAST 23RD AVENUE SOUTH

Dealer City

FREMONT

Dealer State

Dealer Zip 68025

Owner Address

BENNINGTON NE

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Product - Steering - Unknown - Worn - Default
Corporate - Outbound - Service Follow-up - Roadside - Customer Number Blocked/Missing/Incorrect Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Roadside Assistance Contacted - DATE : 2010-05-28 Road Side File Created 05-30-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1920 COUNTY ROAD C 2545 EAST 23RD AVENUE SOUTH COUNTY ROAD 19 CRAIG FREMONT NE USA NE CALLER_COMMENTS 01- KEYS IN FUEL CAP. BROKEN FRON DEALER CODE : 66771 GENE STEFFY CHRY-PLYM-DODGE-JEEP ****Begin structured narrative T2 PCCP Who did you speak with at the dealer and what is their dealer code? Spoke with Rick, service advisor at dealer 667771 Is the vehicle at the dealer now? No When did it arrive at the dealer? 05/28 What is the current mileage? 34276 If known, what is the reason for the tow? tie rod end broken left front Have the repairs been completed? Yes If yes, when were they completed? 06/02 Are there any parts that need to ordered? No Rental provided? No In your opinion is the condition caused by a defect; normal wear and tear

front left tie rod end broke

or by another factor.

Wear and tear

Recalls & RRT s Have they been completed?

None

Is there a cost associated with this repair and if so how much? Is it

covered under warranty or does the customer have to pay.

Covered by warranty

Has this been reviewed with the warranty rep?

Has this information been passed on to the customer?

Yes

****End structured narrative T2 PCCP

Contacting GENE STEFFY CHRY-PLYM-DODGE-JEEP, dealer code 66771 @

402-727-8550. Spoke with Rick, service advisor. Dealer states that the

vehicle has been repaired.

****************** END NARRATIVE ******************

Contacting

regarding follow-up. Wrong

number, closing CAIR due to wrong number.

***CLOSING CAIR***

Customer Assistance Inquiry Record (CAIR)#

19592454

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48A6 7G

Open Date

06/01/2010

Built Date

05/25/2007

2007

Body

D18H42

DODGE RAM SLT 4X4 3500 QUAD CAB

09/05/2007 Mileage

75,000

Dealer Zone

66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DG7

6-SPD AUTOMATIC 68RFE TRANSMISSION

Dealer

60218 TRAPNELL CHRYSLER DODGE JEEP

Dealer Address

1000 HIGHWAY 301 SOUTH

Dealer City

STATESBORO

Dealer State

Dealer Zip 30458

Owner Address

STATESBORO GA

Contact Type
Home Phone
Country

TELEPHONE
( UNITED STATES

Dealer - By-Pass - Default - Default - Default Recall - H34: - Reoccurance or Related Problem
Customer s drag link separated from the tie rod. Customer feels that the repair should be covered under the terms of recall H46. Customer is requesting that we cover the cost of repairing his truck. Please look into and contact the customer on his cell phone *****END OF RATIONALE FOR ESCALATION***** * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - Customer was contacted today at 11:54 am MST Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer paid over 700.00 to have the repairs complete, he stated that he will get the exact amount, informed him that upon receipt and confirmation of all requested paperwork, Chrysler will reimburse 400.00 Advised customer to submit original repair order & proof of payment to: Chrysler Customer Assistance Center PO Box 21-8004 Auburn Hills, MI 48321 Advised customer to make a copy of these documents for their records. Asked the customer to include a brief letter of explanation & request, including their name, address, phone number, VIN, & reference number (CAIR). Advised customer the goodwill offer is dependent upon verification of all documents requested.

Customer Assistance Inquiry Record (CAIR)#

19593562

VIN

3D7KS29C5 6G

Open Date

Model Year In Service Dt Plant

2006 10/21/2006 G

Body

DH7H81

Mileage

97,000

SALTILLO TRUCK ASSEMBLY PLANT

06/01/2010

Built Date

09/29/2005

DODGE RAM 2500 SLT MEGA CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

63370 SPENCER AUTO SALES INC

Dealer Address

46 EAST 200 SOUTH

Dealer City HEBER CITY

Dealer State

Dealer Zip 84032

Owner Address

PARK CITY UT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - F05: - Advise Owner/Incomplete Recall

Customer seeking recall information.

Customer calls seeking recall information. Advised the customer of incomplete recall ?recall H46? for this vehicle. Customer was advised to contact a Dodge dealer to schedule an appointment to complete recall repair. Customer states that his tie rod broke and he feels that might be because of the recal issued on his vehicle.

Customer Assistance Inquiry Record (CAIR)#

19597858

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS19D1 6G

Open Date

06/02/2010

Built Date

02/14/2006

2006

Body

DH6H81

DODGE RAM 1500 SLT MEGA CAB 4X4

10/16/2006 Mileage

55,000

Dealer Zone 66 ORLANDO

SALTILLO TRUCK ASSEMBLY PLANT

Market

PS2

BRIGHT SILVER METALLIC CLEAR COAT

EZA

5.7L HEMI V8 ENGINE

DGQ

5-SPD AUTOMATIC 545RFE TRANSMISSION

Dealer

44143 TIM WHITEHEAD CHRYSLER DODGE JEEP INC

Dealer Address 123 PLAZA DRIVE

Dealer City

ENTERPRISE

Dealer State

Dealer Zip 36331

Owner Address

DOTHAN AL

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Unknown
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Tie rod ends have gone bad What are the customer s expectations? Chrysler to assist with repair. ****End structured narrative T2 - Beginning Narrative Customer called in stating that the tie rod ends have gone bad on the vehicle and the dealership is charging him for a $1300 package and he does not need all the parts that come in the package. Customer is seeking assistance with the repair. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? (Owner) Has the vehicle been diagnosed by a CDJ dealer? (Yes/No) If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * OOW by time, still in for perforation No SC 1st owner, previous 3, current 1 CONTACT UPDATE - Customer was contacted today at 8:59 am MST. Customer states that he is still driving the vehicle, and he feels it is causing more damage. He states that the tie rod ends are not available, and it comes in a set. Customer states that the power steering pump has gone bad due to this issue. Customer was informed that agent will contact the SM at the dealership. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Agent spoke to SA Tommy who states that they don t have a SM, and refers agent to SW Jan. SW states that she is handling the SM duties presently. SW states that the last time customer was there was in 10/2006. SW was provided with agents contact information, and recommends that customer call in and set an appointment.

TIe rod ends

2nd attempt made to contact customer on 06/03/10 at 9:13 am MST.

Informed customer that before Chrysler considers offering any goodwill

assistance outside of warranty, a diagnosis would need to be performed by

an authorized Chrysler, Dodge, or Jeep dealer. Informed customer that

any authorization for a Chrysler, Dodge, or Jeep dealer diagnosis would

be at their discretion and expense. No commitment for goodwill

assistance has been made at this time. Customer will set an appointment

with the dealership sometime next week. Agent will follow up with

customer on Wednesday 06/09/10.

customer calling stating that he wants to speak with case holder writer

transferred customer

Customer calls requesting to speak with CF303. Writer informed customer

agent was unavailable and a follow up was scheduled for 06/09/2010.

Customer alleges his tie rod snapped this morning and needs an immediate

decision. Writer informed customer that when assistance is in question an

immediate decision can never be determined. Writer offered to transfer to

VM and send a not to CF303 so agent knows to call the customer back

sooner. Customer accepted.

Customer didn t make it to the dealer vehicle broke down, customer had

to go to the dodge dealership to get parts. Customer stated that the

vehicle is at a service shop right now and the mechanic working on it is

a certified dodge. Customer had to pay $597.10 yesterday for the parts

because he couldn t get the vehicle to a dodge dealer. Dealer couldn t

get the right part so customer had to purchase everything from the dodge

dealer. Customer stated he will have to pay whatever the labor fee is.

Customer is requesting a call back from the case manager. Customer is

requesting the part reimbursement and possible labor. The mechanic name

is Greg who stated that the steering box has clay in it.

3rd attempt made to contact customer on 06/09/10 at 1:17 pm MST.

Customer states that he had a certified Daimler Chrysler tech work on the

truck. He had no choice but to get this done. He stated that the parts

price was $597.10. He went to Express Lube Tune and Service and thier

contact number is

The mechanics name is Greg Shipes.

Customer states that the other thing he found out from the mechanic was

that the tie rod has caused play in the steering gear box. He was

recommended to replace that. He spoke with the dealership who informed

him that this would be another $600 repair. Customer was informed that

agent will get further information from Greg and return his call.

Agent spoke with Ervin Manager of the IRF. Ervin states that Greg is off

today. Manager unable to pull up any information and recommends that

agent speak with Greg about the repair. Greg will be there tomorrow and

for agent to call back. Agent will inform customer.

4th attempt made to contact customer on 06/09/10 at 1:33 pm MST. Agent

informed customer that agent will contact Greg in the morning and return

his call. Customer understood.

Agent spoke with Greg from the IRF. Greg states that the tie rod end

that connects to the pitman arm was broken. Greg did not recommend

customer driving the vehicle. The little ball joints in the tie rod ends

were so worn and ready to pull out. This was a hazard.

5th attempt made to contact customer on 06/11/10 at 11:56 pm MST.

Left detailed message that agent has approved $597.10 for reimbursement

of the parts. Customer was advised to call in for the remainder of the

information to send in for reimbursement:

Advised customer to submit original repair order & proof of payment to:

Chrysler Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321

Advised customer to make a copy of these documents for their records.

Asked the customer to include a brief letter of explanation & request,

including their name, address, phone number, VIN, & reference number

(CAIR). Advised customer the goodwill offer is dependent upon

verification of all documents requested.

NEXT AGENT: Please provide customer with the following information above

for reimbursement. Agent has approved the amount. Thanks.

CLOSED LOOP UPDATE - customer was contacted today at 8:23 am MST.

Customer was provided with the reimbursement address, and the approved

amount for the parts.

POSTMARK DATE: 062110; DATE RECEIVED: 062410

for approval for $597.10. Check amount has been approved. 7-27-10 - CHECK RETURNED BY POST OFFICE - NO SUCH NUMBER. REMAILING CHECK TO: 21 LONIE YOUNG CIRCLE, DOTHAN, AL 36303 AS PER CAIR 19742093.

Customer Assistance Inquiry Record (CAIR)#

19598529

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX49C3 6G

Open Date

06/02/2010

Built Date

12/21/2005

2006

Body

D18H81

DODGE RAM 3500 SLT MEGA CAB 4X4

05/23/2006 Mileage

41,000

Dealer Zone

63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

60167 LITHIA CHRYSLER JEEP DODGE OF

4470 CERRILLOS RD.

SANTA FE

Dealer State

SANTA FE

Dealer Zip 87507

Owner Address

SANTA FE NM

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer allegedly took to dealership as he could feel the axle shifting every time he made a turn and was allegedly told that it needs to have the drag link replaced again. Dealership replaced drag link 11/2009 and should still be under 12/12 warranty. What are the customer s expectations? Customer stated he just wants vehicle to be fixed especially since it was just fixed for the same reason 11/2009. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer? Yes If a CDJ dealer has diagnosed, what is the dealer name or code? 60167 LITHIA CHRYSLER JEEP DODGE Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * OOW by time, still in for diesel, perforation, emissions, extended. fed. emissions, and multi-function switch No SC 2nd owner, previous 3, current 2 Agent attempted to contact dealer Service Manager, however, SM not available. Left message for a return call at extension 66196. CONTACT UPDATE - Customer was contacted today at 8:29 am MST. Customer states that he has the vehicle. He took it in on Tuesday, and they told him that this might not be under warranty. He was told by the mechanic that they would check on the warranty. The SM was going to check on it as well, and return customers call. Customer states that when this happened in November, he had a $500 deductible to replace the whole axle.

When he got the bill, he ended up paying the $1200. Customer doesn t want to end up paying all over again. Customer was informed about the 12/12 warranty. Agent will check in with SM. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. ASM Zeke called in and states that he had been told that if a part is covered under goodwill then there is no warranty on the part. Writer advised the dealer that if there was a co-pay on a goodwill then the part has that 12/12 part warranty. ASM states that they will try to run the claim through on a part warranty. ASM states that the previous repair was at about 39000 miles. Agent attempted to contact dealer Assistant Service Manager Zeke however, SM not available. Left message for a return call at extension 66196. Agent attempted to contact dealer Assistant Service Manager Zeke, however, SM not available. Left message for a return call at extension 66196. 2nd attempt made to contact customer on 06/07/10 at 3:24 am MST. Someone answered the phone and hung up. Agent will try back again. Agent attempted to contact dealer Assistant Service Manager Zeke, however, ASM not available. Left message for a return call at extension 66196. 3rd attempt made to contact customer on 06/09/10 at 2:18 pm MST. Left detailed message for a return call if required. Agent attempted to contact dealer Assistant Service Manager Zeke, however, ASM not available. Left message for a return call at extension 660196. 4th attempt made to contact customer on 06/11/10 at 12:37 pm MST. Customer states that he picked up his vehicle after we spoke. Customer states that he picked up the truck on Saturday, and that the ASM told him that he is still needs to work out the details with Chrysler. Customer states that so far the vehicle looks good. No further assistance needed. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19601552

VIN

3D7MX48C9 6G

Open Date

Model Year In Service Dt
Plant

2006 01/24/2006 G

Body

D18P42

Mileage

115,000

SALTILLO TRUCK ASSEMBLY PLANT

06/03/2010

Built Date

12/19/2005

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

Dealer Zone

Market

Owner Address

CARRIERE MS

Contact Type

LETTER

Home Phone

Country

UNITED STATES

Corporate - Reimbursement - Default - Default - Default Dealer - By-Pass - Default - Default - Default Product - Steering - Linkage - Worn - Default Recall - H46: - Reimbursement

Customer seeking reimbursement under the H46 recall.

POSTMARK DATE: 052710; DATE RECEIVED: 060110 Received customer letter seeking reimbursement. Called customer at 10:00. Customer thinks his steering linkage should last longer that 115,000 miles. Told customer to have the recall done. He said 'he ain t got time for that'. Customer hung up on writer. Writer closing case. Customer called back in customer is stating that he has already paid for the recall part. Customer is stating that while he was driving the steering linkage broke. Customer originally brought it to Dub Harring Dodge, however, they were unable to get the part in for several days. Customer needed his vehicle so he then brought the vehicle to Picking Tire centre. Customer is requesting reimbursement for the steering linkage. Customer is stating that he did not have time to discuss this with the csr yesterday because he was at work. Customer wants to be contacted after 3:30 pm. Called customer back. Left message. 2:30 pm 6/7/10 Called customer to inform him, he needs to have a dealer perform the recall so we know what to reimburse. Told dealer that if he bought the steering kit from Chrysler and it is a bad kit, we can reimburse but the dealer will need to check it. Customer stated it will be awhile since he had the engine out. Customer called writer a 'smart a$$' and hung up...again. Writer closing case...Again.

Customer Assistance Inquiry Record (CAIR)#

19602373

VIN

3D7LS38C5 5G

Open Date

Model Year In Service Dt Plant

2005

Body

DH8H41

07/13/2005 Mileage

167,000

SALTILLO TRUCK ASSEMBLY PLANT

06/03/2010

Built Date

05/20/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 51 CHICAGO

Market

Dealer Dealer Address
Dealer City

43401 LUCAS-SMITH DODGE 1600 PARKWAY WEST FESTUS

Dealer State

Dealer Zip 63028

Owner Address

FLETCHER MO

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer alleges the tire rods were a recall on the vehicle, the tie rod broke when the vehicle was driving and broke the steering out on the passenger side of the vehicle, and dealership did inspect the vehicle and determined nothing was wrong What are the customer s expectations? Customer is seeking assistance with the out of pocket expense for the repair ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Dealer Has the vehicle been diagnosed by a CDJ dealer No If a CDJ dealer has diagnosed, what is the dealer name or code? Dealership name LUCAS-SMITH CHRYSLER CENTERE Dealer code 43401 Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * Writer called dealer and spoke with Brain SA. Brian states vehicle is there but no one has looked at it yet and the customer is under impression that H46 recall has to do with tie rod ends. Brian states they need to be replaced due to age and mileage. * * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * * Chrysler will not participate in the repair. The vehicle warranty has expired by time and mileage. Unless the customer offers new information, decision remains unchanged. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Customer is 131000 miles out of warranty for the tie rods and the H46 recall was completed and it had the original steering linkage and recall was not applicable to this vehicle. CONTACT UPDATE - Customer was contacted today at 2:52 pm. Customer was provided with agent s name and brand number if the customer needs to re-contact the agent. Customer was not available. Message was left that a goodwill decision has been made and to please call Ram.

****************************Next agent********************** Please provide the decline. Customer called in wanting a status update. Writer provided customer with decline. Customer took it ok, states that everytime he calls in the answer is no, but took it very well. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19604821

VIN

3D7KS28C4 5G

Open Date

Model Year In Service Dt
Plant

2005 02/17/2005 G

Body

DH7L42

Mileage

SALTILLO TRUCK ASSEMBLY PLANT

06/04/2010

Built Date

10/25/2004

DODGE RAM ST 2500 QUAD CAB PICKUP

Dealer Zone

Market

Owner Address

SABINAL TX

Contact Type

LETTER

Home Phone

Country

UNITED STATES

Corporate - Reimbursement - Default - Default - Default Product - Steering - Linkage - Bent - Default Product - Steering - Unknown - Defective - Default Recall - H46: - Reimbursement

Customer seeking reimbursement under H46 recall.

POSTMARK DATE: 052710; DATE RECEIVED: 060110

Received letter seeking reimbursement under H46 recall.

Called customer at 8:18 am. Customer has to take the vehicle in for the

recall first.

Customer was returning call from SS1333 writer informed customer he needs

to take care of first recall.Customer states he had to fix it himself

since he was broke down on side of road.

Customer, Mr. Palar, stated that he has gotten the truck looked at by

Brown Dodge in TX and they told him the recall was performed correctly.

Customer states that he was told by the dealer to send in his receipt of

the money he spent on the part for the recall to be reimbursed by

Chrysler.

Customer is wondering what would be taking so long for reimbursement.

Writer advised customer that I would note the call and have his case

manager notified.

Customer stated he can be contacted at

if there are any

further questions.

Writer called customer and left message.

Reassigned to SS1496.

Agent researched P/N s on invoice submitted by customer.

P/N 410-1081 is a right outer tie rod end.

P/N SS10323 is a stabilizer shock.

Neither of these are part of the recall, Parts replaced in the recall are

steering damper bracket and left inner tie rod end at pitman arm.

These parts are not part of the H46 recall.

Agent contacted customer and spoke to Mrs ackerman and Mr Palar and

informed them the parts that were replaced are not part of the H46

Recall.

Closing CAIR.

Customer Assistance Inquiry Record (CAIR)#

19608515

VIN

3D3KS28C5 6G

Open Date

Model Year In Service Dt Plant

2006 11/15/2005 G

Body

DH7H41

Mileage

67,000

SALTILLO TRUCK ASSEMBLY PLANT

06/06/2010

Built Date

08/01/2005

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 35 WASHINGTON

Market

Dealer Dealer Address
Dealer City

45249 DAVID DODGE, LLC 1801 ROUTE 202 GLEN MILLS

Dealer State

Dealer Zip 19342

Owner Address

GROESBECK TX

Contact Type
Home Phone
Country

ROADSIDE
UNITED STATES

Corporate - Outbound - Service Follow-up - Roadside - Customer Unavailable
Corporate - Roadside Services - Warranty - Vehicle Inoperable - Default
Product - Suspension - Tie Rods / Drag Link - Broken - Front-Pass
Recall - H46: - Advise Owner/Incomplete Recall
Roadside Assistance Contacted - DATE : 2010-06-04 Road Side File Created 06-06-10 FOR WARRANTY VEHICLE PROBLEM AT: VEHICLE TAKEN TO: 1400 ATHENS ROAD 1801 ROUTE 202 TULANE ROAD WILMINGTON GLEN MILLS DE USA PA CALLER_COMMENTS FRONT RIGHT TIRE ROD BROKE. NEEDS DEALER CODE : 45249 DAVID DODGE CHRYSLER JEEP ****Begin structured narrative T2 PCCP Who did you speak with at the dealer and what is their dealer code? Spoke with Terry, service advisor at dealer 45249 Is the vehicle at the dealer now? Yes When did it arrive at the dealer? 06/04 What is the current mileage? 67338 If known, what is the reason for the tow? Front right tie rod broke Have the repairs been completed? No Are there any parts that need to ordered? Yes If yes, what are the part & order # s? Tie rod Rental provided? No In your opinion is the condition caused by a defect; normal wear and tear or by another factor. n/a Recalls & RRT s Have they been completed? Recalls - completed Is there a cost associated with this repair and if so how much? Is it

covered under warranty or does the customer have to pay.

Extended

Has this been reviewed with the DM?

Has this information been passed on to the customer?

Yes

****End structured narrative T2 PCCP

Contacting DAVID DODGE CHRYSLER JEEP, dealer code 45249 @ 610-358-5300.

Spoke with Terry, service advisor. Dealer states that the recall has been

completed, the tie rod has not.

****************** END NARRATIVE ******************

Contacting DAVID DODGE CHRYSLER JEEP, dealer code 45249 @ 610-358-5300.

Spoke with Jeff, service advisor. Dealer states that the vehicle has been

repaired. Dealer states that it was a pitman arm.

***END NARRATIVE***

Contacting

regarding follow-up. No

answer, CSR left a message stating name, reason for call, 800# and CAIR#.

***END NARRATIVE***

Contacting

regarding follow-up. No

answer, CSR left a message stating name, reason for call, 800# and CAIR#.

***END NARRATIVE***

Contacting

regarding follow-up. No

answer, call was disconnected.

***CLOSING CAIR***

Customer Assistance Inquiry Record (CAIR)#

19611680

VIN

1D3KS28D8 6J

Open Date

Model Year In Service Dt Plant

2006 03/31/2006 J

Body

DH7H41

Mileage

100,000

ST. LOUIS ASSEMBLY II NORTH

06/07/2010

Built Date

02/07/2006

DODGE RAM 2500 SLT QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer
Dealer Address
Dealer City

60163 FREMONT MOTOR ROCK SPRINGS, INC

1900 FOOTHILL BLVD

ROCK SPRINGS

Dealer State WY

Dealer Zip 82902

Owner Address

LAS VEGAS NV

Contact Type

TELEPHONE

Home Phone

Country

UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Other - Front Referral - Other - Default - Default - Default
Why is the customer contacting Chrysler? Customer wanted Chrysler to be aware of problem. What are the customer s expectations? Lodge complaint. Customer wanted Chrysler to lodge a complaint about tie rods coming apart. Customer alleges dealer told him tie rods just came apart for the second time on this vehicle. writer advised customer complaint has been recorded.

Tie rod came apart. Tie rod recall information.

Customer Assistance Inquiry Record (CAIR)#

19614343

VIN

3D7MS48CX 5G

Open Date

Model Year 2005 In Service Dt 05/31/2005

Plant

Body

DH8H42

Mileage

120,000

SALTILLO TRUCK ASSEMBLY PLANT

06/08/2010

Built Date

02/23/2005

DODGE RAM SLT 3500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

44565 FRANK FLETCHER DODGE-CHRYSLER-JEEP

5922 WARDEN RD.

SHERWOOD

Dealer State

Dealer Zip 72120

Owner Address

ROLAND AR

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default
Product - Suspension - Tie Rods / Drag Link - Bent - Front
****Begin structured narrative T2 - Beginning Narrative Why is the customer contacting Chrysler? Customer stated while truck was driving down highway 40 hit a bump in the road, steering linkage popped off and tie rod on vehicle was bent and knuckled. He said that the tire bent under the truck, had the truck towed to closest dealership that happened to be a Ford dealership that said they could do the bare minimum that would get him on the road. No warning that it was going to happen. What are the customer s expectations? Customer stated that he would like the recall to be done on the vehicle and reimbursement for the cost to repair it as it shouldn t have happened. Customer would like to be reimbursed for the expenses that he has incurred so far and any to come for the repairs. ****End structured narrative T2 - Beginning Narrative Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? Frank Fletcher 44565 Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * OOW by time and miles Expired SC 1st owner, current 1 CONTACT UPDATE - Customer was contacted today at 4:20 pm MST. Customer states that they were coming out of Arkansas and the vehicle broke down. Customer states that he took it to a Ford Dealership in Oklahoma. Customer states that he does have the information from the repair back at his office and seeking agent to contact him within 15 minutes time. 2nd attempt made to contact customer on 06/10/10 at 8:41 am MST. Left message indicating another attempt will be made. Customer was provided with agent s name and Brand number. Customer calls requesting to speak with CF303

Customer/Caller transferred to extension # 66196 Customer calls requesting to speak with Tina Customer/Caller transferred to extension # 66196 3rd attempt made to contact customer on 06/15/10 at 3:28 pm MST. Customer states that he had been to Henrietta Ford in Henrietta Oklahoma. Customer states that he took his vehicle to Frank Fletcher for the recall work. The work wasn t done correctly. The clamps were loose and were tightened. The steering wheel seems loose as well. Customer called over to the dealership to voice his concerns. He states that he cannot believe that a dealership would let a vehicle go in that condition. Customer states that he was dealing with Richard SW. Customer seeking to have agent contact the dealership regarding this concern. Customer was informed that agent will verify for the reimbursement first and then review the case for repair. Left detailed message for a return call if required. Consumer called in very upset that Tina had not returned his call. The dealership has not returned his call either. Customer wants a resolution now. Agent spoke with SM Doug. SM states that he had front end parts replaced. His concern was a broken tie rod. The dealership did DSA for this customer. SM states that if he is back in the area, to refer him back to the dealership for this concern. SM states that if he isn t in the area, to refer him to Landers Dealership in Denton, AR. 4th attempt made to contact customer on 06/21/10 at 12:34 pm MST. Customer states that he took the truck to an IRF and got the repair done. Customer was provided with the information from the SM. Customer states that Landers Dodge turned him away with this situation. Customer states that the dealerships didn t do anything about this concern, and he waited for agent to contact him, and its been forever. Customer still seeking reimbursement from the repair done at the Ford dealership. Agent declined this request. Customer states to document how he feels about Chrysler. Customer using profanity regarding this concern stating that he will not call back in. CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19622867

VIN

3D7KS28C0 5G

Open Date

Model Year In Service Dt
Plant

2005 07/14/2005 G

Body

DH7H41

Mileage

67,842

SALTILLO TRUCK ASSEMBLY PLANT

06/09/2010

Built Date

06/08/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone

Market

Owner Address

HOQUIAM WA

Contact Type

LETTER

Home Phone

Country

UNITED STATES

Product - Steering - Linkage - Other - Default Recall - H46: - Reimbursement

Customer said the steering linkage broke. Customer seeking reimbursement for H46 recall repair.

POSTMARK DATE: 060310; DATE RECEIVED: 060710 Customer said the steering linkage broke. Customer seeking reimbursement for H46 recall repair. Writer received customer s letter, IRF repair invoice and parts invoice. The parts invoice shows customer bought performance parts. Writer called customer to refer to the dealer for H46 inspection. Customer said he would go to dealer 60239 today. Writer told him writer would base the reimbursement decision on the dealer s inspection. Writer called the dealer and spoke to SM Dan who said the truck was lifted. Dan said the customer alleges he lifted the truck after the steering linkage broke. Dan said the truck had the updated steering linkage on it and that they had put in a claim for the H46 recall. Writer called customer and explained that since the truck was lifted writer needed proof that the linkage broke before he put in the lift kit. Customer said the linkage on the Source Automotive invoice was put on when the linkage broke. Writer asked him which line it was. Customer said it was line one which says 3rd gen tie rod upgrade w/ hardware. Writer called Source Automitive and spoke to Bill who verified that was a steering linkage. Customer said the ball joints broke because he lost control of the vehicle when the steering linkage broke and went into a ditch. Writer told customer that the steering linkage would be reimbursed under the recall. Writer offered goodwill for half the cost of the ball jonts and half the labor for a total of $504.50. Customer accepted the offer. Writer submitted a check for $504.50 for approval. H46 does NOT apply - No prior history of Mopar steering linkage repair. Writer to approve as Goodwill only. ************************************************** Approved and Processed **************************************************

Customer Assistance Inquiry Record (CAIR)#

19624289

VIN

3D7MX48C5 6G

Open Date

Model Year In Service Dt Plant

2006 10/29/2005 G

Body

D18P42

Mileage

100,000

SALTILLO TRUCK ASSEMBLY PLANT

06/10/2010

Built Date

07/11/2005

DODGE RAM 3500 LARAMIE QUAD CAB 4X4

Dealer Zone 74 DENVER

Market

Dealer

44139 DODGE OF BLAINE INCORPORATED

Dealer Address

9999 HIGHWAY #65

Dealer City BLAINE

Dealer State

Dealer Zip 55434

Owner Address

CARVER MN

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Recall - H46: - Consequential Expenses Not Covered

Advised customer to submit original repair order & proof of payment to:

Chrysler Recall Assistance Center

P. O. Box 21-8007

Auburn Hills, MI 48321-8007

Advised customer to make a copy of these documents for their records.

Asked the customer to include a brief letter of explanation & request,

including their name, address, phone number, VIN, & reference number

(CAIR). Advised customer the reimbursement is dependent upon

verification of all documents requested.

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day by COB their time

Preferred Morning/Midday call back number is

Preferred Afternoon/Evening call back number is

Who has possession of the vehicle? Dealer

Has the vehicle been diagnosed by a CDJ dealer? Yes

If a CDJ dealer has diagnosed, what is the dealer Dodger of Blameor

code?The phone is

service manager is rich.

Reassigned to 88F

Customer stated that the dealer needs us to contact them

part installed on the vehicle, 20000 miles ago, had part fixed at a shop

that is close to customer, got the part from a dodge dealership and now

tierod drag link broke.

Informed customer that case has been escalated for review by a cm and

they until the cob tomorrow to call him back. Customer asked to speak to

cm. writer transferred customer.

correct dealer is 44139

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

Customer is the original owner of vehicle. Has 6 other CDJR vehicles in

household history (5 NEW, 1 USED). No service contract.

CONTACT UPDATE - Customer was contacted today at 8:59 am MST. Customer

states that he had the tie rods and ball joints replaced at an IRF about

20000 miles ago. Customer state he just received the recall notice,

which covers the same parts. Customer states that on 6/9, the same tie

rod that was replaced, broke while he was driving. Customer states he

had his vehicle towed to the DODGE OF BLAINE INCORPORATED and admits that

he 'had words' with the SM when he was informed the repairs were not

related to the recall and that it was going to cost around $1200 to

repair. Writer apologized and explained that even if the previous repair was done at a certified dealership, it would be out of the 12/12 warranty. Writer advised that the dealership will be contacted for more information regarding the repair and then he would be contacted back. DODGE OF BLAINE INCORPORATED dealership was contacted at 11:54 am MST. Writer spoke with SM, Rich, who stated that the repair done at the IRF actually took care of the recall. SM states that the tie rod that broke, was the newer model that the H46 recall is replacing the defective part with. SM states that by the way the tie rod was sheared, he believes was caused by an impact of some sort and WAS NOT related to the recall. CONTACT UPDATE - 1st Contact attempt, phone number dialed, at 12:07 pm MST. Customer is still adamant that the newer model part was defective and broke on its own, which is why he is requesting reimbursement for the repair done at the dealership. Writer apologized, and advised that customer does have the option of getting a 2nd opinion from another certified dealership. Writer advised that with the current information at hand, CAC is unable to reimburse for the broken tie rod repair. CLOSED LOOP UPDATE Customer was advised if he does get a 2nd opinion from a certified dealership stating that the new model part was, in fact, defective, and damage was not done by an impact, he will need to call the 800 number to establish a new file, which will be assigned to the Senior Resolution Team.

Customer Assistance Inquiry Record (CAIR)#

19625610

VIN

3D7MX48C1 6G

Open Date

Model Year In Service Dt Plant

2006 06/23/2006 G

Body

D18H42

Mileage

105,220

SALTILLO TRUCK ASSEMBLY PLANT

06/10/2010

Built Date

04/27/2006

DODGE RAM 3500 SLT QUAD CAB 4X4

Dealer Zone 32 NEW YORK

Market

Dealer

68911 BOLLES CHRY-DODGE-JEEP

Dealer Address

121A W STAFFORD RD

Dealer City STAFFORD SPRINGS

Dealer State

Dealer Zip 06076

Owner Address

VERNON CT

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Suspension - Tie Rods / Drag Link - Broken - Front

Customer was advised that due to the nature of their contact a call back

is required and will take place within one business day by COB their time

Preferred Morning/Midday call back number is

anytime

Preferred Afternoon/Evening call back number

Who has possession of the vehicle? (Owner/Dealer/IRF) owner

Has the vehicle been diagnosed by a CDJ dealer? (Yes/No) yes

If a CDJ dealer has diagnosed, what is the dealer name or code? 68911

Reassigned to 88F

Why is the customer contacting Chrysler? customer is calling regarding

tie rod ends on the vehicle sheered off while he was driving. Customer

feels that since it is a defective part and shouldn t have to pay for the

repairs.

What are the customer s expectations? Customer wants help in repairs

* * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * *

* * * * GOODWILL ASSISTANCE HAS BEEN DECLINED * * * *

Informed customer that Chrysler will not participate in the repair.

The vehicle warranty has expired by time and/or mileage.

Unless the customer offers new information, decision remains unchanged.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Vehicle is out of warranty by 69k miles.

CONTACT UPDATE - Customer was contacted today at 4:15 PM.

Customer was provided with agent s name and brand number if the customer

needs to re-contact the agent. Writer contacted customer and informed of

goodwill decision.

Customer Assistance Inquiry Record (CAIR)#

19631397

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7KS28A4 7G

Open Date

06/14/2010

Built Date

02/08/2007

2007

Body

DH7H41

DODGE RAM SLT 4X4 2500 QUAD CAB

04/21/2007 Mileage

63,000

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PRH

INFERNO RED CRYSTAL PEARL COAT

ETJ

6.7L CUMMINS TURBO DIESEL ENGINE

DBB

Dealer

43585 RAMSEY MOTOR COMPANY

Dealer Address 502 HWY 62-65

Dealer City

HARRISON

Dealer State

Dealer Zip 72601

Owner Address

EIGHT MILE AL

Contact Type
Home Phone
Country

E-MAIL
UNITED STATES

Recall - J35: - Information Request

Customer inquiring about recall

***** EMAIL BRIEF DESCRIPTION CONTENT ***** Steering Linkage ***** END EMAIL BRIEF DESCRIPTION CONTENT ***** I need information on the recall for the steering linkage on 2003 - 2008 Ram 2500. My ball joint stud broke almost causing a major accident. My truck is being repaired but no dealer was available. Thank you. *****END OF CUSTOMER EMAIL***** Thank you for contacting the Chrysler Customer Assistance Center in regards to your recall inquiry. This is the information about recalls on your 2007 Dodge Ram. G30 REPROGRAM ECM & REPLACE O2 CONTROL MODULE 10/31/2007 11/30/2007 COMPLETE USA H34 DASH SHIELD SAFETY 01/20/2009 02/17/2009 COMPLETE USA H46 STEERING LINKAGE SAFETY 04/27/2009 06/18/2009 COMPLETE USA J35 REPROGRAM ECM - REGENERATION STRATEGY 04/16/2010 INCOMPLETE USA Our records indicate that the following recall campaign has not been performed by an authorized dealer: J35 REPROGRAM ECM - REGENERATION STRATEGY 04/16/2010 INCOMPLETE USA We suggest that you contact your local authorized Chrysler, Dodge, Jeep or Ram dealer to make arrangements for an inspection and, if necessary, corrective action at no charge to you. Please take a copy of this message with you at the time of service to aid the process. Please note that your dealership does not require a copy of the recall notice to perform the needed service. If you wish to obtain further information, please contact the Chrysler Group Recall Assistance Center at 1-800-853-1403. Thanks again for your email. *****END OF CAC EMAIL*****

Customer Assistance Inquiry Record (CAIR)#

19632762

VIN Model Year In Service Dt
Plant Color Engine Transmission

3D7MX48C2 6G

Open Date

06/14/2010

Built Date

09/13/2005

2006

Body

D18H42

DODGE RAM 3500 SLT QUAD CAB 4X4

03/25/2006 Mileage

139,000

Dealer Zone

42 DETROIT

SALTILLO TRUCK ASSEMBLY PLANT

Market

PR4

FLAME RED CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DG8

4-SPD. AUTOMATIC 48RE TRANSMISSION

Dealer Dealer Address
Dealer City

60302 MANN CHRYSLER, DODGE, JEEP OF

1502 INDUSTRIAL PARK DR

MAYSVILLE

Dealer State

MAYSVILLE, LLC

Dealer Zip 41056

Owner Address

GEORGETOWN OH

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Product - Steering - Linkage - Defective - Default

steering linkage broke.

customer calling to find out what assistance can be offered. writer advised that vehicle has open recall for steering linkage. customer states that steering linkage broke and that caused damage to vehicle. writer forwarding case due to recall concerns with needed repair. Customer was advised that due to the nature of their contact a call back is required and will take place within one business day by COB their time Preferred Morning/Midday call back number is Preferred Afternoon/Evening call back number is Who has possession of the vehicle? Owner Has the vehicle been diagnosed by a CDJ dealer? No If a CDJ dealer has diagnosed, what is the dealer name or code? Reassigned to 88F * * * * * * * * * * CASE MANAGER TEAM * * * * * * * * * * CONTACT UPDATE - 1st Contact made. Agent called customer and he informed me that he had a tie rod repair that needs to be done and he was seeking reimbursement under the recall. Agent informed him that once the repairs are done he can submit for reimbursement but it would need to be determined to be recall related in order to be reimbursed. Customer will go to Mann Chrysler. * * * * * Attention Service Director/Service Manager * * * * * This CAIR is being sent to your dealership as a courtesy notification because this customer has contacted Customer Care seeking dealer and/or repair procedure information. Based on the customer s input, your dealership was either preferred and/or convenient. The customer s contact with Customer Care was in regards to a recall. There were no commitments made to the customer other than informing them an electronic file will be sent on their behalf providing you with prior notification. There is no action required on this CAIR other than reading / closing it. REASSIGNED TO BC/DLR 42 60302 06/15/10 14:01 O 19632762 Read *Contact Date:06/18/2010 DCX operational issue has been addressed and customer has been provided with

explanation. CAIR RETURNED FROM DEALER ON 6/18/2010 AT 02:23:477 R 19632762 CLOSED LOOP UPDATE - no need for additional follow-up.

Customer Assistance Inquiry Record (CAIR)#

19636915

VIN

3D7KS28C9 5G

Open Date

Model Year In Service Dt Plant

2005 05/24/2005 G

Body

DH7H41

Mileage

70,000

SALTILLO TRUCK ASSEMBLY PLANT

06/15/2010

Built Date

05/05/2005

DODGE RAM SLT 2500 QUAD CAB PICKUP

Dealer Zone 63 DALLAS

Market

Dealer Dealer Address
Dealer City

45138 NORTH JACKSON CHRYSLER JEEP DODGE

5395 I 55 N

JACKSON

Dealer State

Dealer Zip 39206

Owner Address

SUMRALL MS

Contact Type
Home Phone
Country

TELEPHONE
UNITED STATES

Corporate - Recall - Default - Default - Default Recall - E17: - Advise Owner/Incomplete Recall
customer called in as his steering linkage broke about 15 min ago and he does have a recall for steering linkage.i contacted nearest dealership and conference the two of them to make arrangement to get his vehicle in for the recall. Customer calls seeking recall information. Advised the customer of incomplete recall ?recall #? for this vehicle. Customer was advised to contact a Chrysler, Dodge, or Jeep dealer to schedule an appointment to complete recall repair. the dealership was Mack Grubbs Motors...13.52 miles away1470 hwy 98 ecolumbia, MS 3942...Phone: 601-736-3432

Customer Assistance Inquiry Record (CAIR)#

19637540

VIN
Model Year In Service Dt Plant Color Engine Transmission

3D7MX38C0 7G

Open Date

06/15/2010

Built Date

08/15/2006

2007

Body

D18H41

DODGE RAM SLT 4X4 3500 QUAD CAB

05/15/2007 Mileage

123,191

Dealer Zone 63 DALLAS

SALTILLO TRUCK ASSEMBLY PLANT

Market

PW7

BRIGHT WHITE CLEAR COAT

ETH

5.9L HO CUMMINS TURBO DIESEL ENGINE

DGB

Dealer

43577 JOHN VANCE MOTORS INC

Dealer Address I-35 & GUTHRIE

Dealer City

GUTHRIE

Dealer State

Dealer Zip 73044

Owner Address

GUTHRIE OK

Contact Type
Home Phone
Country

LETTER
UNITED STATES

Product - Steering - Linkage - Defective - Default Corporate - Reimbursement - Default - Default - Default Dealer - By-Pass - Default - Default - Default Recall - H46: - Reimbursement

Passenger tie rod end failure.

POSTMARK DATE: 060710; DATE RECEIVED: 061010 Received customer request for reimbursement of repairs related to the H46 recall. Agent will contact customer and request completion of recall. Agent left voice message with case #, agent name, brand #, and case #. **************Next Agent****************** Inform customer open recall needs to be completed to determine which parts are covered. Customer called stating that dealership 43577 did work and replaced the whole front end. Writer asked customer if he had been back to the dealership since the work had been done and he stated yes, it was the dealer who advised customer to ask for reimbursement. Writer advised customer to contact dealership and have them mark the recall complete so reimbursement can be processed. customer s contact information is Customer calls back stating that the customer has the paper that states that recall has been completed. Writer informed customer that the customer needs to have the vehicle inspected to see what parts had failed on the vehicle to make sure it falls under the recall. Customer stated will go and she what the dealership see and will call back in. Customer than ended the call. Agent contacted dealership and spoke to Woody the S/A, he states the original steering linkage failed at the right outer tie rod end. Based on documentation received and H46 recall, None of these repairs are related to the H46 recall. Agent attempted contact, left voice message for callback. **********Next Agent************* Inform customer of decision Agent attempted contact, left voice message for callback.

**********Next Agent************* Inform customer of decision Agent contacted dealership and spoke to woody to provide proof of payment. Woody states he will have the service writer Jeff call back with info. Jeff the service writer called back and states Mr. Burlison paid with cash. Based on documentation received, and to promote customer loyalty, Chrysler will offer a 50/50 split on these repairs. Invoice breakdown as follows: Parts- $ 556.00 Labor- $ 329.95 Shop supplies- $ 20.99 Tax- $ 53.37 TOTAL- $ 960.31 Less 50 % - ($480.15) Agent will submit a check for $ 480.16 for approval. Reassign to SS1496 upon check approval. *********************************************** Approved and Processed ***********************************************

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