Techs cannot Figure out issues( they are Opening case with jeep to figure out issues)

[Ironman 67]

Headline is correct multiple techs cannot figure out gladiator issues.
I never heard of a dealership opening a case with mfg,
That doesn't sound good.
Have any of you on here ever heard of that before?

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[Hootbro]

That have at their disposal with Stellantis what they call the Star Center. They open what they call a "Star Case" that is given a number for tracking and it allows people higher up the food chain usually within their engineering departs to analyze and give guidance to the dealership techs.

It is not a uncommon thing. Especially with warranty work, the dealership techs sometimes have narrow swim lanes to stay in when they troubleshoot and when normal service data fails, they open a Star Case.

What exactly is your issue?

 

[Charles 236]

Yes. It is called a STAR case, and we open a STAR case when a vehicle exhibits an issue that cannot be diagnosed using the normal techniques listed in the Service Library and/or techniques that we can devise. STAR cases can be useful not just in solving a problem, but also the results are sometimes used (published in the Service Library with a STAR case number) to pass on a new repair technique so that other techs can use the knowledge without having to open a STAR case. Don't be alarmed by the dealership doing this, it is just another (higher) step on the way to resolving the problem.

 

[punk'n]

Many dealers bump the issue up to the manufacturer if the issue cannot be resolved by them.

I had a vehicle (low production volume) that the dealer could not fix. I was put on a conference call with the factory rep and three power train engineers. Eventually, they flew 2 engineers in from out of the country to "dismantle" my car in an attempt to determine the issue and come up with a fix. They fixed it the second day (while I watched).

And, my brother has a Ford F150 that has an issue the dealer cannot find a fix for. They also bumped the case up to the factory for the engineers to chime in with a possible path to repair.

 

[Ironman 67]

There is other post I posted stating issues.
It's started getting worse.
Luckily it started acting crazy at the dealership so they could see it.

 

[Rahkmalla]

STAR case can mean anything from "holy shit this is baffling" to "we've reached the end of the rope Stellantis NA gives us and need special authorization to do more because of red tape".

I wouldn't panic, but do write down the day you took it to the dealer just in case.

I had the KIA version of a STAR case once because I bought a K900 CPO and the selling dealer had obviously skipped a lot of the CPO minimum allowances. Specifically no drive vibrations (only occurred at speed not reachable on my test drive) and minimum brake pad thickness. KIA paid for brand new tires and new rotors and pads all around. They classified it as "goodwill" not warranty work. The repairing dealer was not the selling dealer in this case. Fuck me once shame on you and all...

Mnfrs get involved in whatever they want to. It doesn't mean anything until it does. And you'll know when it does.

 

[TheRealStreetcommander]

In a previous life, the standard procedure was to open an engineering ticket on any issue which wasn’t common or which couldn’t be diagnosed quickly. The manufacture didn’t want any tech spending warranty time doing diag. The dealers and manufacturer’s entire model was to hire the least skilled and least expensive techs possible. They put tremendous resources into creating diagnostic systems and processes that could be run by theoretically anyone who could read, even a vagrant off the street.

Most warranty problems were repetitive and common. This meant, in their minds, that you didn’t need a real tech to conduct business. You only need a parts changer. Over time and with a few exceptions, gradually we didn’t even bother to open any transmissions or engines anymore. We R&R’d them presumably because some progressive executive felt is was cheaper —probably was in the near term.

This was my experience. And while my suspicion is that’s it only gotten worse in the last 15 years, other techs may know a different reality now.

Your Star Chamber issue is likely nothing serious. Good luck.

 

[Ironman 67]

In a previous life, the standard procedure was to open an engineering ticket on any issue which wasn’t common or which couldn’t be diagnosed quickly. The manufacture didn’t want any tech spending warranty time doing diag. The dealers and manufacturer’s entire model was to hire the least skilled and least expensive techs possible. They put tremendous resources into creating diagnostic systems and processes that could be run by theoretically anyone who could read, even a vagrant off the street.

Most warranty problems were repetitive and common. This meant, in their minds, that you didn’t need a real tech to conduct business. You only need a parts changer. Over time and with a few exceptions, gradually we didn’t even bother to open any transmissions or engines anymore. We R&R’d them presumably because some progressive executive felt is was cheaper —probably was in the near term.

This was my experience. And while my suspicion is that’s it only gotten worse in the last 15 years, other techs may know a different reality now.

Your Star Chamber issue is likely nothing serious. Good luck.

Looks like they are talking to mfg about buying it back.
Electrical issues and they found internal issues

 

[Lunentucker]

From a tech at my dealership.

You have to leave the vehicle all day, because we don't know when they'll call us. We have to be ready for whenever they do. It's worse than the cable company.
The other day one had me waiting all day, and then called five minutes before my shift ended.
I've got a kid in daycare, so there's no way I could stay overtime.
Then they rescheduled it and the customer has to bring it back another day, and we'll roll the dice again. maybe they'll call. Maybe they won't.

 

[ShadowsPapa]

Service Technical Assistance Resource

It's also a team that gathers information and find common connections and devices resolutions.
that's how it worked with a weird misfire I had.

 

[Ironman 67]

It's still in the shop with star case.
I have no clue what's going on

 

[ShadowsPapa]

It's still in the shop with star case.
I have no clue what's going on

It can take time. I know of some Wrangler people waiting days, even weeks, to find out the solution to transmission leaks. (4xe ZF German made units)

 

[Ironman 67]

It can take time. I know of some Wrangler people waiting days, even weeks, to find out the solution to transmission leaks. (4xe ZF German made units)

If that is the case then most lemon laws applies.
I don't think mine is a lemon but it will qualify for NC lemon law soon

 

[Gvsukids]

Service Technical Assistance Resource

It's also a team that gathers information and find common connections and devices resolutions.
that's how it worked with a weird misfire I had.

My Jeep is having random misfires and a Star engineer is coming out to inspect my motor. The tech at the shop already replaced the cylinder head after failing the compression test and replacing the PCM that they thought was sending a misfire signal.

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