Last week, representatives from the Fiat Chrysler Automobiles (FCA) were summoned to Washington, D.C., to explain the way that they'd handled recalls over the past couple of years. According to Automotive News — and to official hearing testimonies — things didn't go so well for FCA.
WHAT WENT DOWN
In a nutshell, NHTSA wanted to know whether FCA followed U.S. regulations with regard to 23 recent recalls. All told, those recalls have affected over 11 million vehicles from coast to coast since 2013.
As you can see from NHTSA's handy overview, the agency was often troubled by the slow speed with which FCA launched recalls and the company's poor track record of communicating with NHTSA and vehicle owners. A common complaint was with "Timeliness of Remedy; Adequacy of Recall Administration/Execution".
Is FCA the only automaker that bends NHTSA's rules? During the hearing, Scott Yon with NHTSA's Office of Defects Investigation noted that FCA seems to suffer from a unique set of internal problems. For example, he noted that FCA has trouble getting repair/replacement parts for recalled vehicles, and that dealers, in turn, have trouble getting those parts from FCA.
In response, FCA's Scott Kunselman said that, yes, the automaker could've done better in those 23 instances. However, he also noted that in the fall of 2014, the company began taking a long, hard look at itself and the way it handles recalls. He assured NHTSA that FCA was working to revamp its internal processes to meet best practices in the industry.
Interestingly, Kunselman didn't respond directly to any of NHTSA's specific complaints. Yet Chrysler has responded to the Special Order with a summary of its actions, outreach plans, and direct responses to them.
NHTSA's Mark Rosekind said that it was very likely that NHTSA would impose some kind of penalties against FCA. What sort of penalties might those be?
1. Fines: FCA could be ordered to cough up more than $700 million for failing to follow federal recall and safety regulations.
2. Oversight: FCA could be put on a short leash, with close government oversight for a period of years, until NHTSA is sure that FCA is operating by the books.
3. Buybacks: FCA could be ordered to buy back or replace a number of recalled Chrysler, Dodge, Jeep, and/or Mitsubishi vehicles from as far back as the 1993 model-year.
We are not dealers or fleet-managers. We are car-owning individuals who, from time to time, have to take our vehicles in for repairs — sometimes, because they've been recalled.
Our experiences are varied on that front. All of us have great stories to tell, and horror stories, too — many of which depend on how well or how poorly we were treated by our dealership.
On that point alone, surveys are telling. J.D. Power's most recent Sales Satisfaction Index ranked four of FCA's five brands below the industry average. A similar study from Pied Piper published today isn't much better, with three of the five still in the bottom rungs.
So, to us, there are three major things to keep in mind:
1. FCA has had serious troubles with customer service. That in itself doesn't mean that FCA is guilty of wrongdoing. However, it does suggest that FCA needs to do more to create a culture in which customers and their concerns come first. If it doesn't, those attitudes can infuse other aspects of corporate action — or inaction.