Warrenty Work - can someone explain why the dealer hesitates?

[VicR]

I have had my 99 in for the same steering problem 3 times, and have politely suggested that they check a few things, but the attitude always seems to be a real reluctance to fix it. What I don't understand is why the dealer isn't bending over backwards to do as much warranty work as they can instead of trying to iritate the customer as much as possible. Seems to be it would be the kind of work they would want - guarenteed reimbursement from Chrysler. And besides, they would be making the customer happy at no cost to themselves. Instead, they seem to fight doing anything under warranty - picking any excuse NOT to do warranty work (they are all like that, you are crazy, etc)

Now I am not suggesting they just replace parts at random, but it seems to be like pulling teeth to get them to do any serious warranty work. Do they get evaluated on the amount of warranty work they are able to 'dodge'? Does Chrysler give them a big hassle for doing too much work? Just wondered if anyone knew...

-Vic R

 

[Mopar-muscle]

vic , the dealer gets paid less to do warranty work than what you would be charged if you came in out of warranty , some dealers know thats the way it is and are more concerned with a happy customer , others could care less and will give you the ttypical , "OH THATS NORMAL" , bullpoopy i say , for 30 to 40k , NOTHING IS NORMAL WHEN ITS A SAFETY RELATED ISSUE . if you are under warranty still , go to another dealer , call the idiots at the customer no-helpline and DEMAND to see a factory rep.

 

[BCFAST]

Anybody here own a Viper? It also carries the 'Dodge' badge here in the States, so I wonder if the dealer network is equally hesitant to perform warranty work on an $80k+ vehicle... . Mercedes, BMW, Audi, Porsche and even VW do whatever it takes to make it right for the customer who shells out big money..... not saying those dealer networks are perfect either, but certainly at the top of the heep!

 

[Jeff Clark]

I'm disgusted with DC and I will think long and hard about giving them anymore money. Don't get me wrong, I love my truck. I just won't buy another. It seems to me to be an awfully big coincidence that the dealers can't find the source of a problem until the warranty is up. That's when the source of the problem manifests itself.

There is a dealer here locally (not Dodge) that brags in their radio adds about their new 100 bay service department. Is that something to brag about, the fact that you have to fix that many vehicles of the brand you sell that you need a service department that large?

 

[1tuffram]

VIC

have you talked directly to the mechanic working on your truck? I found dealing with the idiots at the service desk is like talking to a wall. The mechanics seem to be more receptive and open for suggestions. Go out and politly explain the problem to the mechanic and what you would like to be done. You may also want to read the repair paper the service desk gives the mechanic. I have found what they write to be inaccurate, which causes the mechanic to not have an accurate picture of what the problem is.
You may have to be assertive (but not rude)and persistant to get anywhere when dealing with a difficult dealership. Be prepare to making multiple service appointments to try and correct the problem. Request the same mechanic each time (which means you may have to work around their schedule), but consistancy will get the problem solved sooner (my experince with too many mechanics on the problem results in on mechanic ordering parts, then the next mechanic saying he does not think that is the problem and sends the parts back to DC). After exhausting this route, then go another dealer. I think dealers are less likly to "work with you" if they see you are unwilling to give them ample opportunity to fix a problem (only giving the dealer one or two chances to "get it right"). If you get a factory rep involved I think they also look at how much opportunity you gave a particular dealer in tring to resolve the problem. If you allow a dealer multiple attempts to fix a problem I think this shows DC you are a flexable person willing to work-out a problem. This will get you further than being labeled as the "difficult customer who nobody can satisfy".

I've been in your shoes and it is very frustrating. Talking directly to the mechanic before & after he started has resulted in the most satisfaction. There are excellent dealers out there willing to go the extra mile to make you happy and "get it right" without giving you any hassle, it's a matter of finding them. I think the first step in this is showing a dealer you are willing to work with them and give a chance.

Sounds like you have been working with this dealer, so you may be at a point of either moving on to another dealer or give DC a call and get a rep involved.

 

[Bad340fish]

I know i have heard some horror stories with dealers on here. I do know there are plenty of good ones out there to counteract the bad ones. For instance, a few years ago my dad took his car to the a 5-star dodge dealer(Mike Quin in Tulsa OK). Saw there was a larger trailer out back(30+ foot enclosed) Hauling a viper. My dad asked what was up and the owner of the car had a V10 powered(lol) 3500 that had thrown a rod on this guys trip accross country. The truck was lowered and has headers ETC on it. The dealer warrantied his motor and sent him on his way no problem. We have seen this kind of service out of the dealer many many times. So if your in a larger city with more than one dealer don't give up there is one out there.

Clark

 

[illflem]

tuffram has some good words for working with the dealer but I take it step further, sneak past the service writer and actually work with the mechanic on my truck. Most all mechanics are happy to have the company and teach you what they know as they work. Never been kicked out of the service area for slipping in. I have had two excellent mechanics offer to work after hours in their own shops as a result. Now that the warranties are long gone I'll never go for dealer service unless it's an extereme emergency,if I can't fix it myself there are plenty of good mechcanics outside the dealerships who are much easier to deal with.

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95' 25004X4,AT,Driftwood,Banks Stinger,Warn fender flairs and running boards(work truck)
95 3500,5 speed 3:54,BD E-brake,Driftwood,Banks&Psycotty,34,000 GCVW apple and tractor hauler(works harder truck)

 

[LSMITH]

Vic, in response to your last question, they do get hassled about the warranty work by the manufacturer. The parts that were replaced are sent back to be inspected to see what was wrong with them. This is checked against what the dealer told them was wrong. If the parts are not defective the dealer can be forced to pay for them. This process serves a couple of puposes. First and probably most important it keeps the dealers from "throwing parts at the problem" until it goes away and requires some accountability as the parts are not free to the manufacturer. We have paid for our share of the warranty parts when we buy the vehicle. Second, this is a tool that if properly used will make the product better in the long run, is to track and document the failures in our cars and trucks. If the same problem is seen over and over it can be studied to find out why it is happening. Whether or not this tool is used is another discussion all together.
Now the disclaimer, I do not work for a car company and I am not defending them. I have had more than my fair share (IMO) of frustrations with dealers. I do work in a similar type of business so I think I have a little better understanding of this. With the requirements the manufacturers put on the dealer it is a PITA for them to do warranty work. That does not justify them not wanting to do it though, if your dealer does not want to help you go some where else, and tell everyone you know about the service you got, good or bad.
Some dealers make their money selling cars, and some make their money servicing their customers.



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99 2500 QC 4X4 AUTO SB 24V LARAMIE SLT 3. 5 LSD 285-75-16'S Everything but leather NRA Member

 

[Missouri Mule]

I have read that the dealers get paid good for warranty work. But they probably get even more doing non-warranty.
The big boys(Dc) mite be on their back because Dc is behind(in profit making)and Schremp is trying to make more profit than Dc made in the first three quarters. Someone gets the shaft.
I agree give them a few chances then report them to your state's Consumer service fraud division for impersonating a garage that fixes cars and trucks. #ad

Bad340fish/Clark, did you notice the licsense plate? Have a man out in Oviedo Florida or close by that races Vipers and has a 3500 with V-10 that pulls them. Heck he mite have two of them. I have heard he has several racing Vipers.

 

[Deezul1]

The mechanic that worked on my truck told me that he doesnt work for the service writer, that guy just schedules stuff and causes problems and he can work any way he wants to within reason. My temp gauge didnt work and the service writer told me it would be 10 days before they could get me in and the mechanic said he could fix it in 5 minutes and didnt want the truck leaving with no temp gauge. The service writer threw a fit and said no way and the mechanic ignored him and fixed it anyway. (thanks James) so go see the mechanic.

 

[Big MAK]

If the dealer does too much warranty work they loose their "Five Star" rating. That rating is based on how much money they make GermanCo and very little on service quality.

There's been some good suggestions: DO write up your problem and tape it to the dashboard so the mechanic can read a full explanation rather then the service writer's "look at so-and-so".

 

[VicR]

Those are excellent suggestions! It certainly does make sense that Chrysler wants to control costs and doesn't want the dealer to just throw parts at a problem (because then the price would go up on our trucks). The dealer must have to walk a fine line between keeping the customer happy and Chrysler happy. I suppose if I were the dealer, I would be tempted to side with Chrysler because it benefits me immediately, rather than try to make one customer happy who MIGHT come buy another vehicle from me. Its a tough call because if you make all those 'one customers' mad, nobody will be coming back.

I am going to swing by and talk directly with the techs about the problem so it doesn't get filtered by a service writer. Thanks again for the suggestions - it helps to know where the other side is coming from.

-Vic

 

[MikeR]

I do work for a car dealership and I'll tell you 85% of sevice writers are morons when it comes to knowing about cars. The writer is there to bring work into the shop,and sell the necsseary repairs to a customer. Writers get a percentage of 'customer pay' work that he sells,but gets nothing when a vehicle is in for warranty work. That's part of the problem.
The other part of the problem is what the dealer gets paid for warranty work,which could be only half of what the shop wold get if it was a 'customer pay' job. For instance,let's say the Chilton book says it takes 1 hour to replace a caliper,so they would charge a customer 1 hour labor. If it was to be done under warranty,DC's warranty book says warranty will only pay 1/2 hour to raplace the caliper.
This is why a dealer gets pissy when warranty work comes in,but they shouldn't take it out on the customer because we puchased a car with a warranty and ultimately is our money that pays their bills.

-Mike

 

[E7mack96]

I just want to say that If the dealer is a "5 Star" Dealer and did not sell the truck, they can lose their rating by doing too much warranty work. This comes direct from a 5 star Dealer in Cincinnati, Ohio. The info is reliable as it from someone Working there who is also my sister.

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2001 3500 QC 4X4 Cummins H. O. & 6 Speed, Powermax 2 and needing more power!!!!

 

[1tuffram]

Originally posted by MikeR:
I do work for a car dealership and I'll tell you 85% of sevice writers are morons when it comes to knowing about cars. The writer is there to bring work into the shop,and sell the necsseary repairs to a customer. Writers get a percentage of 'customer pay' work that he sells,but gets nothing when a vehicle is in for warranty work. That's part of the problem.
The other part of the problem is what the dealer gets paid for warranty work,which could be only half of what the shop wold get if it was a 'customer pay' job. For instance,let's say the Chilton book says it takes 1 hour to replace a caliper,so they would charge a customer 1 hour labor. If it was to be done under warranty,DC's warranty book says warranty will only pay 1/2 hour to raplace the caliper.
This is why a dealer gets pissy when warranty work comes in,but they shouldn't take it out on the customer because we puchased a car with a warranty and ultimately is our money that pays their bills.

-Mike

Mike,

You make some good points, and yes the dealer should not take it out on the customer. If dealers what to get in a hiss fit with someone, then they should all join forces and take it up with DC. I'm a beliver in that part of the cost of our trucks is a warranty (where someone has sat down and figured out a cost allowance for repairs and included it in the purchase price), and I expect problems to be fixed by the warranty I purchased (regardless if the repairs go over the allowance cost). If DC is losing money on warranty work then they need to up the cost of the truck to cover warranty repairs (I'm willing to pay more for a warranty if it actually would repair problems). If DC can't follow through on warranty work, then why even sell a truck with a supposed warranty?? Is it for customer piece of mind?

 

[Missouri Mule]

Better idea, how about instead of raising the price of the truck so they can afford to do warranty work. They raise the price so we don't have to bring it in for warranty work.
Better quality parts more quality checks.

 

[1tuffram]

Missouri Mule,

Yes, I agree with your point. DC should just print on the invoice "AS IS, NO WARRANTY". At least this way you know EXACTLY where you stand when something breaks, instead of the uncertainty we face while playing the BS "DC warranty game".

 

[dabubba]

After playing the warranty game with my brakes and transmission for many trips to the dealer I placed a call to the national customer care line- We explaned what our concern was #ad
#ad
and they called the local dealer wanting to know WTFO- #ad
The service #ad
adviser called within two hours really willing to help--- If worse comes to worse file for arbitration- read the book it's included in your owners manual pamphlets- I'm there now (see posts earlyer this month) good luck