New JT Gladiator Steering Issue TSB 08-074-20 (for "Improved Steering Feel")

[DaveL]

Show them the BOTTOM LINE on the FIRST PAGE of the TSB - highlight it.
They have not performed the bulletin as it states that if they have checked everything else, they need to continue to the next step. In short, they have NOT performed the bulletin.

If all else was checked and is fine, then PERFORM THE TSB. It's that simple. Otherwise you can complain to Jeep and give them ALL ZEROS on the survey you should receive later.
THEY HAVE NO CHOICE. Seriously, the TSB says so in a sense through the last line on the TSB page 1.

https://www.jeepgladiatorforum.com/forum/attachments/tsb-08-074-20-pdf-356442-pdf.95902/

I'd do what it takes to ensure Jeep knows about it - and give them all zeros on the survey, and let them know you are doing all of that.
They can't get many survey results less than a top score -as one dealer told me, there are "Statuses" involved and they can lose some of that. They seem really worried about incompleted or less than perfect surveys - at least around here.

We had the same problem....our Dealer refused to authorize the TSB! During the first service inspection for the TSB, we had the TSB. We took it to the dealer, high-lighted and handed it to the service writer. Left the Jeep all day. When we picked up our Jeep they refused to honour the TSB! We read the TSB to them (again) and asked what they didn't understand.....I suspect the Tech/Service Manager didn't know about the TSB.

We had long discussions with Jeep Canada Customer Care after experiencing this problem. We finally accepted what Jeep Canada had to say, and things went smoothly after that.

What Jeep Canada told us was that in Canada the Dealer's SERVICE MANAGER had to stipulate that the parts were needed after a service appointment to inspect the vehicle. FCA Jeep Canada cannot do that. Does that make sense? No.....

Cutting a long story short, Jeep Canada recommended another dealer do future work. We made an appointment for a second dealer inspection, and handed the TSB to them at the start. That dealer has ordered the parts and we have an appointment to have all the parts in the TSB installed.

Meanwhile FCA Jeep Canada Customer Care has been extremely helpful, and has made sure that parts were available as quickly as possible.

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[Bookem.Dano.Bookem]

Show them the BOTTOM LINE on the FIRST PAGE of the TSB - highlight it.
They have not performed the bulletin as it states that if they have checked everything else, they need to continue to the next step. In short, they have NOT performed the bulletin.

If all else was checked and is fine, then PERFORM THE TSB. It's that simple. Otherwise you can complain to Jeep and give them ALL ZEROS on the survey you should receive later.
THEY HAVE NO CHOICE. Seriously, the TSB says so in a sense through the last line on the TSB page 1.

https://www.jeepgladiatorforum.com/forum/attachments/tsb-08-074-20-pdf-356442-pdf.95902/

I'd do what it takes to ensure Jeep knows about it - and give them all zeros on the survey, and let them know you are doing all of that.
They can't get many survey results less than a top score -as one dealer told me, there are "Statuses" involved and they can lose some of that. They seem really worried about incompleted or less than perfect surveys - at least around here.

I pointed out the first step was to replace the steering gear. Since then, there has been a back track. Being told they ordered the part, and completed the remainder of the bulletin to be safe. Part is on a 30 day back order.

Asked why they didn't inform me this at the time, so we could schedule the remainder of the work. Didn't get an answer.

 

[ShadowsPapa]

This is one of those things where Jeep has done thier research, and enough information has come in that they see it's likely the gear, period. They do have things checked for error code - makes sense, it's ELECTRO-HYDRAILIC and it's possible something went south ( no offense to those in TN or AL........ ) but once checking to be sure it's not a pump, pressure or other issue, they have said "we know about this, fix it".
This is frankly the norm, or was, years ago - if customer complains of a rattle, make sure their beer cans aren't stuck under the seat or the kid's legos arne't on the dash, then replace this part with this rubber pad.
Yes, a dealer IS to check for the other issues, stored codes, correct software and so on - but after that, it's pretty plain.
So a dealer basing it on a phone call, convenient for us, could end up in trouble if this did not fix the issue and there were pump or other problems or stored codes - they might end up eating a repair.
But if they have checked it, there's no way to refuse the rest of the fix.
They are taking a big risk to just base it on a phone call and order parts - but some are obviously willing to do that for "good will'.

 

[FLGladiator]

Just received additional information from the dealership. Technician denied the work?

Still have part number 49AE installed, and they are telling me the bulletin has been performed. Something is not right.

Did you try the "honey theory" that someone here loves to spew about, including but limited to 'not waiving a TSB in hand'. Apologies for even bringing up the garbage. Same thing happened to me, but the same day I hit another dealership with TSB in hand and they approved the work. Recommend hitting a second place for sure.

 

[LoJac963]

Did you try the "honey theory" that someone here loves to spew about, including but limited to 'not waiving a TSB in hand'. Apologies for even bringing up the garbage. Same thing happened to me, but the same day I hit another dealership with TSB in hand and they approved the work. Recommend hitting a second place for sure.

It's all in who you talk to. My first service advisor said no big deal, order the parts and once they get here we will do the work, lift, 37s, didn't matter. He left, new guy was making me jump through all sorts of hoops. I said screw him and called the service manager directly. Guess what, truck is at the dealership right now having the TSB done.

 

[DaveL]

Did you try the "honey theory" that someone here loves to spew about, including but limited to 'not waiving a TSB in hand'. Apologies for even bringing up the garbage. Same thing happened to me, but the same day I hit another dealership with TSB in hand and they approved the work. Recommend hitting a second place for sure.

Had to do that too....

A heads up.....First dealer took a 6 minute test drive. Parking lot. Smooooth city roads. Low speed.

They would have done a better job if they drove it to get coffee for the crew....

 

[Bookem.Dano.Bookem]

Did you try the "honey theory" that someone here loves to spew about, including but limited to 'not waiving a TSB in hand'. Apologies for even bringing up the garbage. Same thing happened to me, but the same day I hit another dealership with TSB in hand and they approved the work. Recommend hitting a second place for sure.

I was not mean or aggressive. If the portion of the bulletin performed had worked I wouldn't have even checked. The fact the highway play was still there is why I took a look. Then seeing they only drove it 1 mile to "check" (with the dealer being more than a mile from anywhere you could sustain a highway speed) that's why i started to question what was actually completed.

I started off asking what was actually performed. Then got the paperwork. I was direct, stating bulletin repair step one says replace, this did not occur. Asked if the work was not approved. Service advisory, mentioned she needed to speak with someone else. Explained that I understood.

 

[NektoInPhx]

Big difference for my Rubicon (37" Milestar Patagonias) after the TSB. The repair tech didn't want to do it, but I kept after my service guy, showing him the $430 Fox 2.0 ATS stabilizer I bought to try to help the problem, right after buying my Gladiator.

It's really sad that it's so damn hard to get Jeep to admit there's a problem and fix it.

 

[Russler]

Truck is back. I would highly recommend addressing the issue if you have any concerns at all. Night and day difference....75 down the freeway and ZERO wondering.

UPDATE - I forgot to add that I DID take my tazer mini out for this procedure.

@TSB 08-074-20

 

[ShadowsPapa]

Had to do that too....

A heads up.....First dealer took a 6 minute test drive. Parking lot. Smooooth city roads. Low speed.

They would have done a better job if they drove it to get coffee for the crew....

They had mine for a bit over an hour, put miles on it and dropped the MPG a fair amount - so I know they drove it (and it was still up to temp when I got back in it to leave)

I agree with the person here who said "it's in who you talk to" (LoJac??) - one guy in the back was asking "is it a Rubicon" then when I said no "does it have a lift"? No, but that's nothing to do with it in this case. I simply told them it's bone stock. (and they sell lifted, modified JTs there right out front)

 

[basicGlad]

they see it's likely the gear, period.

Pretty obvious too when the issue completely goes away when you upgrade your steering system and the steering gear is replaced.

Bubba from Exodus @1:06 says, "went away when" he put hydraulic assist steering on his Jeep.

 

[mountainpass]

Hey I wanted to update the steering box on the ‘21 is the new version. My experience driving it home (500 mi) from the dealer... the steering felt almost too tight. If you even thought about turning the wheel it turned! I t was a bit of work, lots of correction on the highway. Now, it may be I’m just not used to it yet, I’ll give it couple weeks, and see how it is.

What is your MDH #? It's on driver door frame.

 

[DirkG]

It's really sad that it's so damn hard to get Jeep to admit there's a problem and fix it.

Jeep has admitted there's a problem and issued a TSB to fix it. The problem lies with the incompetent dealer network that plagues the automobile industry as a whole.

 

[Bacon]

Jeep has admitted there's a problem and issued a TSB to fix it. The problem lies with the incompetent dealer network that plagues the automobile industry as a whole.

@JeepCares your brand is suffering here. This should be a recall and your customers should not be fighting incompetent dealer service departments to get a fix for the products flawed design. Jeep dealership service is the worst aspect of the Jeep experience.

Please give this feedback to whichever executive cares about this sort of thing. Ford is releasing a product that will take from your market share so now would be a good time to remove this noise and satisfy your current and future clients.

 

[mountainpass]

My cousin took his in to have it done at a large metro Atlanta dealer and after a long wait a lady came out and said they couldn't touch his jeep as it had been lifted. He said he bought it new that way(dealer installed mopar lift) and had a factory lift. She said no it's not it's a Fox lift. He grabbed his keys and left, called Jeep corporate and they set him up an appointment at another dealer.

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