Frustrated with service departments

[Camp]

OK, my truck is at the dealer for a series of problems.



Problem one, the light on the dash goes on and off when someone is in the passenger seat saying they don't have their seat belt connected. Dealer claims they can't duplicate. No kidding, I told the service writer it was not a full time problem but, I did tell them there was a bad switch on the bottom of the seat because we had played with it and could effect the problem. Of course they didn't write that down or give that bit of info to the tech.



Problem two, the dash has a nasty rattle in it. That is not a problem that is existent all the time either, only usually when it is cold out and/or I have a heavy pin weight on the trailer and I am sitting still. Does not exist when I am moving. Dealer says they can't replicate but, they only told the tech that there was a rattle. They didn't write down any of the other info I told them.



Problem three, the truck starts very ruff when cold outside. Missing on at least one of the cylinders. The service writer, which I have called for two days now and has not returned any of my calls and until I put him on the spot, had not answered any of my questions, says that "Our diesel tech was able to diagnose your ruff starting problem, as slight as it is, to be a bad injector. "

"As slight as it is". I should slap the snot out of him when I get there because when I pay that much for a truck and it has a warranty, I want it fixed with no questions if I say it is not right and they can actually see it is not right.

According to him, that is a STAR part and they can't stock them so, they should have one in the morning and my truck should be ready by tomorrow afternoon.



These guys are frustrating me and if they would have worked on the truck when it was actually getting cold at night, they would have seen that it is more than just one cylinder that doesn't fire upon start up. Oh well, I guess since I have already bought the truck, there is no need to be concerned with the fact of me being happy with it or not. I think the area rep is going to get a letter from me when I get my truck back because their service is weak!

 

[JVolpe]

Some Service Writer's and service departments are better at customer service than others. Just be glad that they did determine a bad injector and got Star approval for repair. Some people are having a very hard time getting injectors replaced.

 

[MHirst]

Good luck is all that I can tell you, even if the Dealer tries to help you the Factory rep could care less, I have been fighting a vibration issue on me truck since i bought it last December and I can tell you that the dealer is only going to do exactly what the rep tells them that they can, if anyone out there is looking to buy a new Dodge CTD be care full I still believe this is one hell of a good truck, but I will also tell you that the factory could care less about the end user.

05 4X4 quadcab short box/48re, 4k on the Truck to date.

 

[Motofreak]

I'm curious, did you have your Juice/attitude on the truck? If so what did they say about it.

 

[DPKetchum]

Sorry service advisior. he should take down everthing you tell HIM. The little details about temps etc. make or break a repair. Some tech is also going well WHEN does it rattle etc.

 

[GerryDrake]

Have only had my CTD to the dealer once for minor problems, but on a previous ride, I printed up an explanation of all of the problems, making a point of limiting it to one page. I put the vin and pertinent info, including date on it, and read it to the service writer pointing as I read. Handed it to him saying I had another copy... . He stapled it to the work order... Worked for me. .

 

[HOBrian]

Have only had my CTD to the dealer once for minor problems, but on a previous ride, I printed up an explanation of all of the problems, making a point of limiting it to one page. I put the vin and pertinent info, including date on it, and read it to the service writer pointing as I read. Handed it to him saying I had another copy... . He stapled it to the work order... Worked for me. .

Very good idea!! Now they can't say "You didn't tell me that" I will use this from now on Thanks Gerry

 

[Camp]

I'm curious, did you have your Juice/attitude on the truck? If so what did they say about it.

No, I did not have my Juice on there when I took it in. I am a firm believer in being my own warranty station for anything that might be even remotely related to the box but, this ruff start problem has been existant for a long time, much before I put the box on. The rest of the problems that I asked them to look at would have nothing to do with aftermarket upgrades so, I didn't feel too guilty taking it in to them without the box.

Sorry service advisior. he should take down everthing you tell HIM. The little details about temps etc. make or break a repair. Some tech is also going well WHEN does it rattle etc.

I feel sorry for the techs in cases like this as I build entire vehicles for recreation. Troubleshooting can be a real PIA if you don't get all the information of what is going on. I am sure the tech wouldn't hear the dash rattle as I would bet they didn't even pass on that the truck must be sitting still to get it.

Have only had my CTD to the dealer once for minor problems, but on a previous ride, I printed up an explanation of all of the problems, making a point of limiting it to one page. I put the vin and pertinent info, including date on it, and read it to the service writer pointing as I read. Handed it to him saying I had another copy... . He stapled it to the work order... Worked for me. .

That is a heck of an idea. I will have to remember to try that next time and make the techs life easier and get rid of some of my frustration.

 

[LightmanE300]

Have only had my CTD to the dealer once for minor problems, but on a previous ride, I printed up an explanation of all of the problems, making a point of limiting it to one page. I put the vin and pertinent info, including date on it, and read it to the service writer pointing as I read. Handed it to him saying I had another copy... . He stapled it to the work order... Worked for me. .

I have done this for years. As soon as they realize you're making it easier for them and they have to type less into the repair order, they usually are appreciative. I have always done numbered or bulleted points and they do always staple it to the repair order. I've had the tech come back when picking up a vehicle with specific notes written in response to my issues. The squeaky wheel gets the grease!!

 

[DPKetchum]

Service adviser is SUPPOSE to do this. Otherwise he's just hanging out with his finger up his butt.

 

[Camp]

Service adviser is SUPPOSE to do this. Otherwise he's just hanging out with his finger up his butt.

I'm not sure the guy I'm working with is competent enough to stand around with his finger up his butt. That is more than he is doing now :-laf

 

[Camp]

OK, here is the update. They replaced injector number 6 but, the truck still starts a little ruff, just not as bad as it did. That tells me that at least one of other injectors is having issues too.



Here is the real kicker though, when I got my truck back, I opened the hood up to clean my air filter and look at the work they did. Well, they didn't apparently have time to put my truck all the way back together. Although a minor slip, if you keep reading you will see why I am irritated. The attachment foot from the injection harness was not placed back under the bolt on the valve cover so, the harness was just floating around on top of the motor when it should have been attached. No harm no foul, just not cool to have forgotten that since it right in the open on top of the motor. What makes it bad though, is they found time and effort to put heat shrink and glue over the plug on the block that is not used by Dodge. The one on the bottom drivers side of the block that comes from the factory with a dummy plug in it. I still had the dummy plug in it but, they seemed to need to heat shrink and glue the two of them together. That would be the same plug that the Edge box would plug into. I'm glad they can find time for that but, not the time to recheck their work and see if the stuff they should be looking for was completed properly.



By the way, my truck had no codes and had not been reset when it went to the dealer.



I checked this plug because my roommates truck came back from them like that when he took it in last time. He has a 2nd gen and runs the Desiel Dynamics box.



I guess it is OK for the dealer to work on and modify parts on our truck that we don't ask them to touch but, not for us.



My truck will not be going back to Prestige Dodge in Longmont, CO again. I will have to find a new dealer that can at least do their job.