The unfortunate result of this type of product failure and insensitive customer service, is more consumers hating the American big three auto makers. (Not sure you can say FCA is American today) The conflict in this example and what puts the customer in the middle, like every other example like it, begins with the assembly plant and company policy. When the truck comes off the assembly line, it must "only" start, run, stop, turn and get on the train. If there are dead rats under the seat, shorted wires or tires with the sides bulging out,,,it goes on the train. Let the dealer fix it. The dealer on the other hand has just as much hate for assembly and Corp. They are expected to take the customer hate, factory defects and design problems and,,,,fix them. Not their job or role.
Given that management knows that this business model, disrespect for the customer and a lack of pride in the product is not going to change, clearly says we need much better lemon laws in many of our states. Or maybe a federal lemon law that reports the numbers to the public.
