67A Recall Claim Submission Experience

[2013megacab]

I made an appointment a few days ago and went for the recall today. Dealer took me right in and did the recall in about an hour while I waited. If anything the truck seems to run better now based only on a short drive from dealer to home.

Filing a claim under the extended warranty, not so great. I had to have the DEF injection system replaced a while ago and tried to file a claim on the website. Filling out the form was tedious, but went well until I tried to add the supporting evidence.

1. First submission of 2-page work order as 1 pdf showed as blank when viewed in submission. Aborted submission
2. Second submission of work order as 2 pdfs, 1 page viewed as ok, one viewed as blank Aborted submission
3. Third submission of work order as 2 pdfs, both page viewed as ok. Aborted submission
4. First submission of payment receipt pdf viewed as blank page. Aborted submission
5. Resubmitted all, could only view first page of work order, no response to pressing VIEW tab. Aborted submission
6. Resubmitted all again, same response as previous. Submitted anyway with fingers crossed.
7. Called help line. Verbal entry of VIN didn’t work. Had to use alternate means to talk to rep.
8. On hold for over an hour. Docs that looked good when I hit view were received as blank pages
9. Rep finally sent me an e-mail and told me to reply with the documents. I sent the original documents, and they were received OK. Rep said he attached them to claim.

Conclusion – web page for claim submission is BUGGY.

 

[Diesel85]

I made an appointment a few days ago and went for the recall today. Dealer took me right in and did the recall in about an hour while I waited. If anything the truck seems to run better now based only on a short drive from dealer to home.

Filing a claim under the extended warranty, not so great. I had to have the DEF injection system replaced a while ago and tried to file a claim on the website. Filling out the form was tedious, but went well until I tried to add the supporting evidence.

1. First submission of 2-page work order as 1 pdf showed as blank when viewed in submission. Aborted submission
2. Second submission of work order as 2 pdfs, 1 page viewed as ok, one viewed as blank Aborted submission
3. Third submission of work order as 2 pdfs, both page viewed as ok. Aborted submission
4. First submission of payment receipt pdf viewed as blank page. Aborted submission
5. Resubmitted all, could only view first page of work order, no response to pressing VIEW tab. Aborted submission
6. Resubmitted all again, same response as previous. Submitted anyway with fingers crossed.
7. Called help line. Verbal entry of VIN didn’t work. Had to use alternate means to talk to rep.
8. On hold for over an hour. Docs that looked good when I hit view were received as blank pages
9. Rep finally sent me an e-mail and told me to reply with the documents. I sent the original documents, and they were received OK. Rep said he attached them to claim.

Conclusion – web page for claim submission is BUGGY.

This is designed to avoid people from using it. Make it hard, and no one will want to use it.

 

[Signal73]

I had a similar experience with a scr replacement years ago that turned into a recall. Took a couple tries.

 

[Topzide]

This is different. They are giving an extended warranty to parts after the 67A recall do to the fact that the new software doesn't like what it sees from older components. I just went through this! This isn't a recall for a part, just a software change. If it was a hard part replacement recall, and you had already replaced the part, then you would be able to get it approved.

 

[reveldark]

I think what topzide mentioned about the software compatibility makes sense. Maybe explains why some people are seeing better performance afterwards.