NHTSA complaint #11316654

Owner complaint summary

AFTER WAITING AT THE CHRYSLER DEALER FOR 6 HOURS ON 3/3/20, THE SERVICE DEPARTMENT WAS UNABLE TO COMPLETE THE UPDATE OF THE RADIO SOFTWARE AND THEREBY WAS UNABLE TO REMEDY THE SAFETY RECALL UPLOAD FOR THE REAR CAMERA ISSUE UNDER VE2?NHTSA 19V-886. THE PERCENTAGES OF COMPLETION WERE 92% AND 50%. DEALERSHIP SAID THEY HAVE HAD PROBLEMS WITH THE UPDATE AND IN MANY CASES THE RADIO SYSTEM AND SPEAKERS WERE BLOWN OUT DURING THEIR ATTEMPT TO UPDATE THE SOFTWARE. AS A RESULT, THE DEALER SAID IT MAY BE BETTER TO AVOID TRYING THE UPDATE AGAIN, UNLESS THE PROBLEM OF THE RECALL OCCURS. THIS DEALER POSITION IS DUE TO THEIR CLAIM THAT THE RADIO AND SPEAKER SYSTEM COULD BLOW OUT AND IT WOULD TAKE SEVERAL MONTHS FOR RADIO/SPEAKERS TO BE REPAIRED. ALSO, THE DEALER EXPLAINED IN THE EVENT THAT THE RADIO/SPEAKERS WOULD BLOW OUT, THE 8.4" SCREEN WOULD NOT SHOW ANY INFORMATION, SUCH AS RELATING TO THE GPS AND/OR THE REAR VIEW WHEN BACKING UP. SO, THE UPDATE TO REMEDY THE RECALL HAD FAILED. NOTE: THE REPAIR DEALER IS REEDMAN TOLL, WHICH IS DIFFERENT FROM THE DEALER WHERE I PURCHASED THE VAN IN MARYLAND.