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

[Bacon]

I had a phone call today from @JeepCares and it wasn't helpful at all, the PM's I had with Kathlyn here(on this forum)were very nice, but the "Jeep" person that called me today was not helpful at all, she kinda laughed about the issue and told me to go and try other dealers, basically said that they have no leverage on dealerships.
I had to make it clear to her that I understand the delays, but I would like for her to get some clarity on the waitlist at the dealer and give me a realistic timeframe on a repair. Based on her attitude I'd be surprised if I hear back from her. Its about optics, she at least could have talked like she cared about me as a customer, but choose to go down another path. Why be in a customer service job, if that's how you are going to react.

Thats interesting . I had the exact opposite experience. I spoke to Patty who said she heard the TSB was really helping and she also followed up via email.

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[atxatxatx]

Thats interesting . I had the exact opposite experience. I spoke to Patty who said she heard the TSB was really helping and she also followed up via email.

Yup, I've had jeepcares help me in the past and it was always a good experience. I was disappointed with the quality of the phonemail today, not what I expected.

 

[Reasons]

TL:DR - My dealership knows about the TSB but tried several times to avoid addressing the issue with me. After my persistence, I am now scheduled to have my steering box replaced with a new unit in a month (hopefully).

I went to the dealership today to do an oil change/tire rotation and told the service rep to also check my loose steering. When I received my truck after the service, I was told that the mechanic drove my truck and stated "the looseness I was feeling in my Gladiator was comparable to other JL/JT and that is just a normal characteristic of a Jeep.

I then stated that I am aware of a service bulletin released in August of this year addressing my concerns and that it was a known issue. The service rep left me to "speak to their manager" and when the service rep returned, they told me that I would have to "schedule an appointment and pay the $99 inspection fee if the problem is not covered by warranty."

I almost lost my $h!t. I pulled up the TSB on my phone and showed the service rep that the issue I am experiencing is a known issue by FCA, hence the TSB. The service rep borrowed my phone to show their manager the TSB I had on my phone. Without blinking an eye, I was immediately scheduled to have my Gladiator's steering box replaced next month. The reason for the month long wait was due to "shortage of parts."

We shall see. My problem now is, by the time I return my Gladiator to the dealership next month I will already have my 37s and lift kit installed. I wonder if they will use this as an excuse to turn me away? hmm.....

 

[Artsifrtsi]

I had a phone call today from @JeepCares and it wasn't helpful at all, the PM's I had with Kathlyn here(on this forum)were very nice, but the "Jeep" person that called me today was not helpful at all, she kinda laughed about the issue and told me to go and try other dealers, basically said that they have no leverage on dealerships.
I had to make it clear to her that I understand the delays, but I would like for her to get some clarity on the waitlist at the dealer and give me a realistic timeframe on a repair. Based on her attitude I'd be surprised if I hear back from her. Its about optics, she at least could have talked like she cared about me as a customer, but choose to go down another path. Why be in a customer service job, if that's how you are going to react.

I got a very similar reaction from them as well.

My initial visit for this was August 31... Sept 30 parts were ordered and promised in writing Oct 12... still nothing not even a timeframe. @JeepCares doest seem to.

Maybe we should all organize a petition to force action...

 

[Jeepfreak22]

Okay, I’m confused. Mine was built 5/19 and have the black iron box. Is the replacement box aluminium or black iron. Bringing it in for oil and tire rotation next week and would like to make sure I know what I’m talking about. Thanks

 

[Gatorized]

Okay, I’m confused. Mine was built 5/19 and have the black iron box. Is the replacement box aluminium or black iron. Bringing it in for oil and tire rotation next week and would like to make sure I know what I’m talking about. Thanks

There is no confusion if you check the part number.

 

[Ravenron]

There is no confusion if you check the part number.

And S-Papa's comment is important because there are black iron boxes from the Wrangler that have installed in the Gladiator - usually from TSB fulfillment - not from the factory (ask me how I know ).

 

[Bacon]

I dropped my JTR LE off at the dealer 30 minutes ago, mainly for a hardtop leak, but also for the TSB and a few other small things. I showed the service advisor the TSB document and he said he didn’t need it and that he knew exactly what to write so there was no issue with the techs (and service management?). He also pointed to some paperwork and said that there was another client waiting for parts for about a month due to demand. I’m hoping for the best and that I won’t have to fight for this. My expectations are low; It is 2020 after all.

 

[ShadowsPapa]

There is no confusion if you check the part number.

That's very important - more so than the color or material as has been noted - uh, some dealers put the wrong steering gear on because they jump a line on the TSB part number chart.
Be sure that if you have a black steel gear that it's the correct NUMBER for JT.
Ask Ravenron - unfortunately he has experience with that.

 

[BDK]

So I got mine back Thursday and here’s my review after 3 days:

Not as drastic as a change as I thought, however my steering wasn’t horrible like others because of things I did a lot to make it better before the TSB.

But after a long commute on the highway this is where the TSB really shines.... I drove a 40 mile stretch of interstate and never thought once, damn this steering wanders. It tracks straight now and I don’t get fatigue driving it anymore. The steering is fairly tight.

Before I would sometimes not drive the jeep and pick another car because it was a slight hassle to drive because of the steering. That has changed!

I think you summarized my exact same experience on my Gladiator Overland. Not drastic but noticeable on highway, and glad I got it done.

 

[Rubinator919]

I’m still waiting on mine to come in for the install - hopefully sometime this month. Can’t wait to get this fixed! I don’t think my knuckles can handle another trip on the highway towing my single-axle-trailered boat.

 

[jbehrn]

I think you summarized my exact same experience on my Gladiator Overland. Not drastic but noticeable on highway, and glad I got it done.

I have an overland as well and I am waiting for mine to be fixed. It is bad on the highway and relatively fine on the surface streets (besides a constant pull to the right). Due to an unrelated issue my truck is at the dealer being repaired and I was given a loaner. I didn’t realize how much my driving habits had changed on the interstate due to the steering box until I drove the loaner. I found myself instinctively sawing the steering from side to side like I do in the Gladiator...

How much better is the steering on the highway? Can you drive in a straight line without constant correction?

 

[CP4]

Mine has now been at the dealership for over two weeks and I am being given the run around. I called this past Monday and was told parts were in to find out on Tuesday, they weren't. They said they originally ordered the OE steering box and the order was cancelled. By then they had already ordered the correct part for another customer so I continue to wait until they can order another one on 11/11. Jeep cares basically said they can't do anything for me and the dealership is basically not responding to them. I've been told by the dealership they can only order one every 20 days....jeep cares says 14 days. What is everyone else being told?

 

[JTBurns]

Took mine in this morning for the diagnostic appointment, this morning. The tech came back and confirmed the issue, then said the dealer had the parts in stock and could work on it today if I wanted, and I said, "Yes!"

Prior to the fix, I'd say my issue was subtle or tolerable. I put off calling due to a lot of other things going on and being apprehensive about what might happen with the dealer. I mostly called because my wife was driving the truck a few times this week and I asked how she liked it. She smiled and said she was enjoying it, but the only thing she didn't like was how much she had to adjust the steering wheel.

I noticed the tighter steering in the parking lot and then got to enjoy an hour drive home testing it out with the Sunrider flipped back on a 70° day! I even hit a few bumps on the road and the truck stayed straight, which definitely wouldn't have happened before without correction.

Big shout out and thank you to Jeff D'Ambrosio Auto Group of Downingtown, PA, for resolving this issue quickly and without any hassle! After reading some horror stories in this thread I wasn't sure what I was in for. Excellent customer services means they'll likely earn my business on the next JT, though that might be 15-20 years from now...

 

[Samslop]

Been waiting since mid September. After 4 separate visits just to get someone to look at it for the TSB, finally was updated yesterday that it could be months before everything arrives for repair. This is a nightmare.

I had to wait 2 weeks for part to come in the dealer called me and scheduled my new gear box install. I will be in the shop this Monday. I hope it really helps

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