"Re-key" a Citadel?
 

My wife recently bought a 2017 Durango Citadel which she totally loves, and with good reason (in the new car search, it beat out the MB GLE350, an Audi, a Volvo, a Jag, and an Acura MDX!). Our dealer found one for her at another dealership, but it turned out that the other dealer was in here in Atlanta also, so by the end of that day she drove her new Citadel home. Sweet. In the haste to go get it from the other dealer, the guy forgot to get the second key. No worries since the other dealer sent it to our dealer in a day or so. Since it was inconvenient to pick it up and they offered to mail it, we had them do just that (yes, dumb move on our part in hindsight)

Fast forward several weeks, coming up on a month, and no key has shown up. One of the back office bureaucrats (you know, those who just recite the procedure?) told me that it's probably that there wasn't enough postage, which happens from time to time. But the USPS does return the packages but are slow in the returning. So, she had to wait one more week before declaring the key lost and starting the process to make another key. That "one more week" is up.

Hold one just a minute, says my wife. It's not ok that there is a key somewhere out there that will unlock and start my DD! No, not a second key but somehow replacing all keys, just as you would if your housekey was in someone else's hands. This is the conversation that will happen on Monday when the back office folks and the big boss is in.

My question for the forum is, has anyone had to "re-key" your DD? What's involved?

Thanks.

Make the dealer do it. It's their fault.

.....with your home address on the envelope. But, not just a Fobic. A blade insert to manually unlock the door.


"Salesman 101" They're done with you when the tail lamps vanish out of sight.

To turns out that our sales guy is the only one seriously working the issue at the dealership.

Conversation with the manager types tomorrow and then, yes, they will have to fix the problem.

Contact DodgeCares on this forum.


They always provide the proper motivation and get the job done.

Hi Aloha8,

If you would like to PM our page with your VIN and contact information I'd be happy to look into this further for you!

Andrea
Dodge Social Care Specialist

Just did. Thanks!

Problem solved! My wife has an appointment for Thursday to reprogram her Citadel and get 2 new keys. Funny how responsive the folks at the dealership became once they knew that Andrea and Dodge Cares were involved.

Thank you Andrea. You saved this from becoming a more serious situation and a headache for everyone.

This situation does make us wonder why, given that it has happened more than once before, the back office person who mails out keys doesn't automatically add some additional postage. In this case it would have saved the dealership the internal cost of reprogramming and 2 new keys. Anyway, it's resolved.

It should have NEVER have gotten to the point of Dodge Cares having to get involved.

And it just reaffirms my thoughts that most dealerships no matter what brand of vehicles they are selling. Becomes worthless to a customer once they have your money.

Sale or service, dealerships only care about one thing.Your money.