StaffAllpar HomeMore NewsCarsTrucksUpcomingRepairsTest drives

Chrysler complaints dropping

by David Zatz on

According to Mopar CEO Pietro Gorlier, who also has responsibility for working with Chrysler dealerships, the company has been getting fewer complaint letters from customers, especially given its increase in sales. Mr. Gorlier told Allpar last year that he tried to read each letter himself.

While Mr. Gorlier noted that “the more Chrysler becomes successful, the more customers are becoming demanding,” he also said that they were seeing both a trend of fewer complaints, and “a significant improvement in the satisfaction of the customers that are calling us to sort out problems.

The time to sort out problems, the response time, is becoming much better. It took a while to get to that point, but in the last 18 months, finally the trend is going the better way.”

Mr. Gorlier credited the decline in complaints to

 higher quality vehicles, improved internal processes, and better communication with dealerships. He also said that, while there was no guarantee that a customer would get what they wanted, “

everyone who is writing to us is going to be contacted, the case is going to be analyzed, and there are no automatic answers or no automatic ways of dealing with a problem. We may say no, but that is after an analysis of the case.”

Mr. Gorlier also talked about steps Chrysler was taking to increase customer satisfaction and involve more dealerships in acting on feedback, state of the art technology being adopted by dealer service areas, the Express Lane service, and the Mopar brand. Full details will be posted next week.

David Zatz founded Allpar in 1998 (based on a site he had begun in 1993-94), after years of writing reviews for retail trades. He has been quoted by the New York Times, the Daily Telegraph, the Detroit News, and USA Today. Before making Allpar a full-time career, he was a consultant in organizational psychology. You can reach him by using our contact form (much preferred) or by calling (313) 766-2304

Jeep K8
Jeep Grand Commander?

Here’s what the 2018 Wrangler JL will cost

Aussies go for Mopar squads

More Mopar Car
and Truck News

Some popular Allpar pages





Dodge Demon

2018 Wrangler JL



Staff details/contactsTerms of ServiceInformation is presented to the best of our knowledge. Plans change and sometimes mistakes are made. Decisions or purchases made based on this site's verbiage or images are done at the reader's own risk. Also see the Allpar News archives, 1997-2008 • Copyright © 2008-2017, Allpar LLC. All rights reserved. • Mopar, Dodge, Jeep, Chrysler, HEMI, and certain other names are trademarks of Fiat Chrysler Automobiles.