no third solution

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Chrysler: F- in Customer Service

September 14th, 2009

Chrysler decided to revamp their online bill payment system. The web site still looks like the same crappy website, but they’re forcing all their customers to complete a new registration process. This is how they decided to inform users of the process: User attempts to log in, and fails. Your old password no longer works, and you’re directed to a “Registration” screen if you read the message that says:

Please proceed to the Registration Page if you are a first-time or existing user who has not yet completed the new registration process.

Also missing from their new database, is my SSN, (as evidenced by the error message received when I follow the “forgot password” link) which might otherwise be used to validate my request to “register” under their new system.

Chrysler: customer service fail

Chrysler: customer service fail

In order to register for their new system, Chrysler is requesting my account number and the VIN for the vehicle I’m currently leasing. Since I pay all of my bills online, I don’t have that information handy. (In)conveniently, I receive e-Bills (which should contain both the account number and the VIN), but the e-Bills are locked behind the 128-bit encryption of a system to which I apparently no longer have access.

Other companies with whom I do business have, in the past, felt it was necessary to upgrade something in their system, which required users to update information or re-register. Typically, they will allow you to access your account using your existing credentials, at which point you are prompted to update whatever it is that needs updating, prior to proceeding. This happened quite recently with my mortgage servicer and the transition was seamless.

Chrysler, on the other hand, is a disaster.  You literally have to re-register because you no longer exist in their system.

Since I don’t exist in their system, perhaps my payment for the month of September doesn’t exist in their system.

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no third solution

Blogging about liberty, anarchy, economics and politics