2013 FIAT 500E Warranty Booklet

6. How to Deal with Warranty
Problems
6.1 Steps to Take
A. In General
Normally, warranty problems can be resolved by your
dealer’s sales or authorized FIAT repair facility depart-
ments. That’s why you should always talk to your
authorized FIAT repair facility service manager or deal-
er’s sales manager first. But if you’re not satisfied with
your dealer’s or authorized FIAT repair facility response
to your problem, Chrysler Group LLC (Chrysler)
recommends that you do the following:
Step 1:Discuss your problem with the owner or general
manager of the dealership or authorized FIAT repair
facility.Step 2:If your dealership or authorized FIAT repair
facility still can’t resolve the problem, contact the FIAT
Customer Assistance Center. You’ll find the address in
section 6.2.
B. What Chrysler Will Do
Once you have followed the two steps described in
6.1(A), a Chrysler representative at Chrysler headquar-
ters will review your situation. If it’s something that
Chrysler can help you with, Chrysler will provide your
dealer with all the information and assistance necessary
to resolve the problem. Even if Chrysler can’t help you,
Chrysler will acknowledge your contact and explain
Chrysler’s position.
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C. If Your Problem Still Isn’t Resolved For
Customers Residing in Arkansas, Idaho,
Kentucky and Minnesota ONLY:
(NOTE:This Process is not available for residents of
other states.)
If you can’t resolve your warranty problem after
following the two steps described in 6.1(A), and you live
in Arkansas, Idaho, Kentucky or Minnesota ONLY, you
can contact the Chrysler Group LLC Customer Arbitra-
tion Process in your area.
You may obtain a brochure describing Chrysler Group
LLC’s Customer Arbitration Process, including an appli-
cation, by calling 1-888-242-6342. This service is strictly
voluntary, and you may submit your dispute directly to
the Customer Arbitration Process (CAP) at no cost. The
CAP is administered by an independent dispute settle-
ment organization and may be contacted in writing at the
following address:National Center for Dispute Settlement
Chrysler Group LLC
Customer Arbitration Process
P.O. Box 727
Mt. Clemens, MI 48046
The CAP reviews only vehicle disputes involving
Chrysler Group LLC (Chrysler) Limited Warranty or a
Chrysler / Mopar Part Limited Warranty. The CAP does
not review disputes involving the sale of a new or used
vehicle, personal injury/property damage claims, dis-
putes relating to design of the vehicle or part, or disputes
which are already the subject of litigation.
The CAP will need the following information from
you: 1) Legible copies of all documents and repair orders
relevant to your case, 2) Vehicle identification number of
your FIAT 500e, 3) A brief description of your unre-
solved concern, 4) The identity of your servicing autho-
rized FIAT repair facility /selling dealer, 5) The date(s)
HOW TO DEAL WITH WARRANTY PROBLEMS
24

of repair(s) and mileage at the time, 6) Current mileage,
and 7) A description of the action you expect to resolve
your concern.
Upon receipt of your request:
•The National Center for Dispute Settlement (NCDS)
will acknowledge receipt of your request, by mail,
within ten (10) days, and advise you whether or not
your dispute is within the jurisdiction of the Process.
•When your request is within jurisdiction NCDS will
request Chrysler and the dealer to present their side of
the dispute. You will receive copies of their responses.
•While your dispute is pending NCDS or Chrysler may
contact you to see if your case can be settled by
agreement. If a settlement is offered to you, Chryslerwill ask you to sign a form that contains that settle-
ment. Your case will then be closed. There is no
requirement for you to participate in this settlement
process.
•If you requested an oral hearing, a decision-maker
will contact you to arrange a convenient time and
place for a hearing. Usually, this will be at a dealer-
ship near you.
•If you request a documents-only review, an NCDS
panel will review and decide your case. Neither you,
the dealer nor Chrysler need be present.
•NCDS will send you a written Statement of Decision.
This statement will include the decision, any action to
be taken by the dealer or Chrysler and the time by
which the action must be taken. The decision will be
binding on the dealer and Chrysler but not on you
unless you accept the decision.
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25

•If any action is required on the part of the servicing
authorized FIAT repair facility /selling dealer or
Chrysler you will be contacted within ten (10) days
after the date by which the dealer or Chrysler must act
to determine whether performance has been rendered.
•The entire dispute settlement process will normally
take no longer than 40 days.
•The CAP dispute settlement procedure does not take
the place of any state or Federal legal remedies
available to you. Whether or not you decide to submit
your dispute to the Process, you are free to pursue
other legal remedies.D. Notice Under State Lemon Laws
Some states have laws allowing you to get a replacement
vehicle or a refund of the vehicle’s purchase price under
certain circumstances. These laws vary from state to
state. If your state law allows, Chrysler requires that you
first notify us in writing of any service difficulty that you
may have experienced so that we can have a chance to
make any needed repairs before you are eligible for
remedies provided by these laws. In all other states, we
ask that you give us written notice of any service
difficulty. Send your written notice to the FIAT Customer
Assistance Center at the address in 6.2.
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6.2 Helpful Addresses and Telephone
Numbers
Here are the addresses and telephone numbers of the
FIAT Customer Assistance Center that can help you
wherever you happen to be. Contact the one that covers
your area:
•In the United States:
FIAT Customer Assistance Center
P.O. Box 21-8004
Auburn Hills, Michigan 48321-8004
Phone: 1-888-242-6342
To contact FIAT by email, at:
[email protected]
•In Canada:
Chrysler Canada, Inc.
Customer Service
Chrysler Centre
P.O. Box 1621
Windsor, Ontario N9A-4H6
Phone: (800) 465-2001
•In Mexico, contact the Customer Relations
Office for FIAT 500e vehicle at:
1240 Prolongacion Paseo de la Reforma Av.
Santa Fe, C.P. 05109
Deleg. Cuajimalpa, Mexico
Phone (in Mexico): (015) 5081-7568
Phone (outside Mexico): (800) 505-1300
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•In Puerto Rico and U.S. Virgin Islands:
Customer Service
Chrysler Group International Services LLC
Box 191857
San Juan, Puerto Rico 00919-1857
Phone: (787) 782-5757
Fax: (787) 782-3345
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7. Optional Service Contract
Chrysler Group LLC’s optional service contracts offer
valuable protection against repair costs when these
warranties no longer apply. They complement but don’t
replace the warranty coverages outlined in this booklet.
A variety of plans are available, covering various time-
and-mileage periods and various groups of the vehicle’s
mechanical components.
Chrysler Group LLC service contracts are the ONLY
vehicle extended protection plans authorized, endorsed
and backed by Chrysler Group LLC to provide addi-
tional protection beyond your vehicle’s warranty. Look
for our logo and ask your dealer for details.
OPTIONAL SERVICE CONTRACT
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8. Maintenance
8.1 General Information
It’s your responsibility to properly maintain and operate
your new FIAT 500e vehicle. Follow the instructions
contained in the General and Scheduled Maintenance
Service guidelines in your Owner’s Manual. Regular,
scheduled maintenance is essential to trouble- free op-
eration. If there is a dispute between you and Chrysler
Group LLC (Chrysler) concerning your maintenance of
FIAT 500e vehicle, Chrysler will require you to provide
proof that your vehicle was properly maintained.
For your convenience, Chrysler has prepared a Main-
tenance Log which is included in your Owner’s Manual.
You should use this Maintenance Log to keep track of
scheduled maintenance, either by routinely having the
repairs entered in your Maintenance Log, or by keepingreceipts or other documentation of work you’ve had
done on your FIAT 500e in your Maintenance Log.8.2 Where To Go For Maintenance
Chrysler recommends that you return to the dealer from
whom you bought your FIAT 500e for all maintenance
service both during and after the warranty periods.
Although you can get warranty service from any dealer
who sells your particular make, returning to your selling
dealer will help ensure that all your service needs are met
and that you’re completely satisfied. Authorized FIAT
repair facility technicians are specifically trained to
proficiently perform maintenance and repair procedures
on your FIAT 500e vehicle.
Authorized FIAT repair facilities will help ensure that
all your service needs are met and that you’re completely
satisfied. Chrysler strongly recommends you use genuine
Chrysler/MOPAR parts to maintain your vehicle.
MAINTENANCE
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