Reasonable amount of time to diagnose?

[kim_hates_olives]

My JT has been at the dealership for 2 weeks, they still have not figured out what the problem is. I’m losing patience. Called Jeep Cares and they said that didn’t make sense. I know everyone’s busy, but I waited 2 weeks for an appointment and gave them a list of issues ahead of time. How long is reasonable to wait for a diagnosis?

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[Rahkmalla]

At 2 weeks with nothing, i'd want some proof they're even looking at it. They haven't figured it out? Well what have they tried?

 

[kim_hates_olives]

They said there was an issue with a cam so they had to take the engine apart, but the tech still has not figured it out. They have not opened a tech ticket with Jeep Cares either

 

[ShadowsPapa]

They said there was an issue with a cam so they had to take the engine apart, but the tech still has not figured it out. They have not opened a tech ticket with Jeep Cares either

They don't do anything with JeepCares. That's online only, for forums, etc.

From what I've seen - dealership shops are still swamped and short-handed. For warranty things, they are also very limited on the amount of time they can spend diagnosing. They can only go so far and then wait for word from Jeep tech, which is STAR (JeepCares never gets involved with any tech stuff)

If Jeep is dragging their feet getting back, that's going to cause issues, too.

It's not like if I took my truck in with 80,000 miles and an engine trouble where they could spend 5 hours at over 180/hour diagnosing and getting paid (by me) for it.
If it's under warranty, they can't keep digging until they find a problem. Once so much time is spent, it turns into a back and forth thing. IF they don't follow Jeep's rules, they get paid nothing for the time, and the tech gets nothing.
Yes, the system is screwed up, but it protects Jeep in a way from a shop spending 20 hours on a 10 hour issue and charging back Jeep for it. We're caught in the middle.

Cam issue is a broad place - VVL, VVT, phasers, solenoids, rockers/followers, lash adjusters, or is it related to the control system..........
Pulling valve covers would show them the cam's physical condition (wear, scoring, whatever) but if that looks good - then what..........

My first question to them if it was me, knowing what I know and so on, I'd ask what led them to the conclusion it was cam related..........

 

[kevman65]

It is usually easy to find the problem.

It is not always easy to find what CAUSED the problem.

 

[kim_hates_olives]

They don't do anything with JeepCares. That's online only, for forums, etc.

From what I've seen - dealership shops are still swamped and short-handed. For warranty things, they are also very limited on the amount of time they can spend diagnosing. They can only go so far and then wait for word from Jeep tech, which is STAR (JeepCares never gets involved with any tech stuff)

If Jeep is dragging their feet getting back, that's going to cause issues, too.

It's not like if I took my truck in with 80,000 miles and an engine trouble where they could spend 5 hours at over 180/hour diagnosing and getting paid (by me) for it.
If it's under warranty, they can't keep digging until they find a problem. Once so much time is spent, it turns into a back and forth thing. IF they don't follow Jeep's rules, they get paid nothing for the time, and the tech gets nothing.
Yes, the system is screwed up, but it protects Jeep in a way from a shop spending 20 hours on a 10 hour issue and charging back Jeep for it. We're caught in the middle.

Cam issue is a broad place - VVL, VVT, phasers, solenoids, rockers/followers, lash adjusters, or is it related to the control system..........
Pulling valve covers would show them the cam's physical condition (wear, scoring, whatever) but if that looks good - then what..........

My first question to them if it was me, knowing what I know and so on, I'd ask what led them to the conclusion it was cam related..........

Ok, I called the number that JeepCares gave me and talked to Jeep Tech/STAR then, they said the dealership hasn't opened any tickets with them about it. I did not realize there were rules for warranty work. Thank you for mentioning that. If the dealership had said that it would have helped me understand what's taking so long (maybe). They're not very communicative. I assume the cam notion came from the error codes because they hadn't started taking the engine apart at that point.

 

[kim_hates_olives]

It is usually easy to find the problem.

It is not always easy to find what CAUSED the problem.

So is 2 weeks reasonable though? What about a month? When does it become unreasonable?

 

[kevman65]

So is 2 weeks reasonable though? What about a month? When does it become unreasonable?

A dealership is only allotted so much time on a warranty problem. Once they've reached that time, they eat anything above it. If they can't figure out what caused the problem, it goes back to the manufacturer as to what happens next.

There are some people here that haven't had their vehicles for months while waiting for the process. The problem lies at the corporate level.

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