My dealer story (pretty good)

[CRSmith]

Well, I had my truck into Carolina Dodge in E. City, NC for the track bar thing, broken cupholder, and broken lumbar seat inflator thing. I saved up all my warranty issues to get them done at 35,000 miles. The only other thing I've ever had done is the lift pump replacement in New Jersey. (What a nightmare dealing w/ the Jerseyites) Carolina Dodge has been nothing but nice, and fairly easy to work with. I wouldn't say they bend over backwards for customer service, but they're above average. They replaced the track bar, cupholder, and seat adjuster. I'm not sure if they did the over center adjustment or bearing preload, although I did drop off the TSB's and suggested they check them. Now the steering wheel is off center going straight down the road. Being that this is just before my holiday travels which will put me over 36,000, I'm dropping off a letter today documenting the problem that they caused. I don't forsee any trouble and am glad to deal w/ such an ameable service dept.

 

[John Berger]

That's two good dealer experiences I've read over the past week. Is this a trend? That would be nice.

 

[fj40charles]

Steering wheel being "off center" is caused by the suspension "sagging" due to metal fatigue. This is very normal.

 

[Pit Bull]

Mine was off center on my 2000 after they installed a new track bar because they did not line it up right. Have them fix it, even though it is no big deal and does not affect the way the truck handles. It is just laziness on the techs part.

 

[parcher]

WRONG! Replacing the track bar does NOT require the truck to be aligned. The tech is paid to do what the customer asks/pays for. You want your vehicle aligned? No problem as long as you cough up some cash. If this is a warantee issue then the question becomes whether or not D/C will pay for an alignment.

 

[rob10858]

well, do they? our psd's are covered for alignment for 12-12, after that you pay. the last talk i had with my dc service mgr, was, "for now" they cover alignment for 3 36.

 

[Pit Bull]

Originally posted by parcher

WRONG! Replacing the track bar does NOT require the truck to be aligned. The tech is paid to do what the customer asks/pays for. You want your vehicle aligned? No problem as long as you cough up some cash. If this is a warantee issue then the question becomes whether or not D/C will pay for an alignment.

Paul I think you misunderstood aligned. I ment the steering wheel. What I am saying is when the new track bar is installed the truck needs to be set up just like it was when it came in the door except it has a new track bar. That means the steering wheel is straight not turned 30 degrees when you are driving striaght down the rode. Sorry if I did not make myself clear.

 

[parcher]

What if it came in the door crooked, would you want it like it was or straight? If you were the tech how much of your own time would you spend making adjustments you were not going to get paid for? Centering the steering wheel on a 4x4 without setting it up on the alignment rack is a cr@p-shoot at best as the rear axle may be off center as well throwing of the trust angle.

 

[Pit Bull]

Originally posted by parcher

What if it came in the door crooked,

I don't know what if the World was flat?



Let me see if I can explain this again Bring truck to dealer. Bad track bar. Covered under warranty. Tech fix by replacing track bar. Steering wheel straight when truck was brought to dealership to have track bar fixed. TDR member picks up his truck and steering wheel is no longer straight now off center. TDR member is mad because he had straight steering wheel when he brought truck to dealer for service. TDR member has right to expect quality job not half ass job. Why would another TDR member assume that this TDR member is lying about his steering wheel being straight when he took it to the dealer? Why would any dealer assume that a customer had a off center steering wheel, (they don't come that way from the factory). When you change a track bar you can off center the steering wheel. Bottom line the tech gets paid to do the job right the first time, if they have to re-due the work, then the tech should not get paid for the re-due. The tech should have to pay the customer for having to bring the truck back for re-due work that was not done right the first time. Dodge calls this 5 star service :-laf

 

[Prairie Dog]

A "good" tech would fix anything he's see's is defective when the truck is under warranty and not argue with a "good" customer!

 

[parcher]

But what about the guy who comes in the door with a chip on his shoulder? How do you think he will be treated? A lot of dealers pay their techs on a flat rate pay system, a manual gives the time a job "pays" if the tech spends more or less time than the book gives it doesn't matter, he's paid "book time". If I put you on that pay plan would you do more than you were going to get paid for? I DON'T THINK SO!

Try this scenerio: A TDR memer checks the forum nightly, he has a problem and is under warranty, the board warns him that all the "stealers" are incompetent cooks, so he's never been to the dealer for anything other than the warranty issue he now has,. You can bet that he'll walk into that dealer expecting to be ripped off and anything other supreme service whereby the entire dealership grinds to a halt to cater to him will only prove the board to have been right.

I will not post anything further on this thread!

 

[Pit Bull]

Originally posted by parcher

But what about the guy who comes in the door with a chip on his shoulder? How do you think he will be treated?

Bad



I've generally had good dealer experences. Only bad one was when I had a left rear axle seal replaced under warranty. I had to leave my truck over night and I had given the tech that was doing the work a new Cummins ball cap before I left that evening. The Tech had just purchased a new CTD and really liked the hat. After I picked up the truck the next day I noticed that my braking was bad. Pulled the rear wheel and had to clean a couple of lbs of grease off the left rear brake drumm and brake shoes. I informed the service manager that I was not happy and I never went back to that dealership. Funny that was the only time I did not get a survey from that dealer. I bought my new truck from another dealer and will try and build a positive relationship with them. Normally in these types of relationships you get what you give. But I think you have to tell the service manager why you are not happy and let them offer a solution.

 

[Prairie Dog]

I guess all I can say is I've been to a "good dealership" - It was Sunshine Dodge in Olathe Kansas. The tech found a minor leak on the transmission of my 93 and simply fixed it (replaced speed sensor). I was there on a completely different warranty matter and I was treated very well. No arguing, no attitude.

There are three dealers near me now. All three have blatantly lied to me. One even put it in writing - he stated my rear brakes on my 93 were saturated with oil (he replaced the seals so I know he looked at them) and had to be replaced, I removed them and found they were bone dry . Just a few weeks ago another dealer told me the loose steering gear in my new truck was "normal" and indeed Dodge had designed them that way for 2003! It has since been adjusted to Dodge spec's by someone competent and it drives perfect.

Parcher, Please don't take any of this personally. I'm glad your here in this club and value your insight (I do suspect your a dodge tech though). What others do in the profession certainly don't dictate your actions. With that said, just try putting yourself in the customers shoes. Most of us only wan't what's fair.

Sorry for the rant but this kind of stuff gets me going!

 

[LSMITH]

Here is the scoop on the trackbar. IF the axle is located under the front end in the SAME place it was when it was brought in the steering wheel will be in the same place. If it is not in the same place the steering is pulled to one side or the other causing the wheel to be canted.



What happened is the tech did a hurry up job and pulled or pushed the axle one way or the other under the front end of the truck, THAT is why the wheel is no longer straight, PERIOD. If the tech had taken the time to ajust the trackbar to the correct length for the truck the wheel would have been straight still.



If your wheel was straight and the alignment was good you now are the proud owner of a truck that dog tracks to some extent. It will cause more tire wear and if it is bad can cause some serious problems like a tendency to slide sideways in heavy braking. It needs to be fixed.



You probably want to check the torque on both ends, and grease it up good. Odds are not good that everything else was done 100% if the guy did not take the 2 minutes to adjust the length of the trackbar.



parcher, if you want to crusade in the name of dealerships get your facts in line. Some of us are mechanics (not techs) and KNOW how things work. Some of us prefer to get the job done right the FIRST time, and rightfully are annoyed when the "real professionals" do a half arsed job.

 

[mstimac]

Reduaram,

I agree with you on the service at Carolina Dodge. I have dealt with them numerous times and never had a problem. Just be advised, if you have an engine problem they will not be able to help you. They still don't have diesel mechanic. At least not as of two weeks ago. L8tr, Mike

 

[Prairie Dog]

LSMITH, I solute your for calling yourself a mechanic. The term technician covers just about any job now (I'm an electronic tech) and I think it's become meaningless. When you say your a mechanic I know the hole story!

 

[CRSmith]

So how do I get them to adjust the track bar instead of the drag link?

LSmith had mentioned they didn't adjust the track bar to the original length. Fist, I didn't know it was adjustable (shows my ignorance). If I take it back to the dealer, they'll probably adjust the steering to center the wheel the requisite 10deg instead of taking off the whole track bar to adjust the axle under the truck. It's just the easy way out. There must be a set of dimensions that can be verified from the frame to points on the axle. If there's nothing published, there's no verifiable "correct" axle position. Anyone could say that the axle is in the right place if the truck goes straight down the road. I'd hate to take the truck back to the dealer demanding the track bar be adjusted before measuring to verify it's out of spec. Also I'd appreciate the torque specs for the track bar (both sides) if anyone has them.

Thanks.

 

[CRSmith]

ttt

 

[LSMITH]

reduaram, sent you a PM on this stuff.