To the Editor:
The Q&A with Chrysler's Doug Betts was interesting ("Chrysler quality chief: 'We're still working,''' May 27), but what caught my attention was his citing a "roughly 60 percent improvement in warranty rates."
Warranty rates are the real indication of quality, and they are kept internal. Companies can talk all they want about their quality improvements, but if their warranty costs do not improve, they are just talking through their hats.
I had a friend who worked for Chrysler many, many years ago, and he always said, "Who cares if it breaks? We fixed it." Well, customers care if it breaks, and the fix directly affects a company's bottom line. It is much better if it never breaks.
Bravo to Chrysler and Betts for working hard to improve not just the image of their products but the products themselves.
BRUCE HOTCHKISS
North Las Vegas, Nev.
The writer contributes auto reviews to the Pacifica (Calif.) Tribune.
