Maybe selling the JRT, just poor service to fix issues.

[Xxtavixx]

Let me start off with the fact I really enjoy driving the JRT. In theory, I love the vehicle as a whole. It fits my needs, its' comfortable, it's capable and it's modular. It checks all my need boxes and most of my wants boxes.

But. Working with the dealer to solve issues is just starting to outweigh my love for the truck. Every time I have to deal with them, it takes forever and I have to follow up and re-explain things and the level of resistance to take things seriously has be concerned. For example, here's my current issue.

Truck had about 5100 miles on it when I took it in for the steering TSB. I'd have my Toyo ATiii 35's on since about 75 miles and they have been great. I drove the truck home from the TSB and park it with almost no driving (maybe 12 miles?) before my next trip where I put some descent miles on the truck. Within a few miles i notice the truck is developing a shake, and 100 miles later it's bad enough I don't feel comfortable taking interstate bends at 65mph. I bring it to the dealership and explain things. I explain I have a trip planned with the Jeep in 8 days. I was there for 90 minutes before I got a ride home (constantly told it would only be a few minutes). They call me, blame it on the tires - they want to rebalance and need to charge me.

I re-explain that the shaking was pretty much immediate after the TSB was performed and was getting worse. They are persistent, so I tell them they can rebalance my tires, but if it doesnt solve the issue then I wont pay for the rebalance. If it solves the issue, I'm happy to pay. They say OK, we'll call you back.

The next day, I call in the afternoon - they are back on with "its the tires". I re-explain that I really dont see how my tires that were fine for 5100 miles developed an issue that got progressively worse immediately after a TSB on the steering box was done. They did not document that they spoke with me yesterday, and we had to re-hash the entire convo again. I restate that Im happy to pay for the rebalance if that solves things.

That brings us to today, I've not heard back. If they come back one more time and have not re-balanced the tires or want to talk about how they need to balance the tires - I'm out. It's just not worth the headache of having a truck that I is not safe to drive after the TSB was performed. It should not take 3 days to get the tires balanced. I should not constantly need to repeat things to the service department.

Issues I've brought to the dealer:
-Seat depresses over time (they replaced the frame once, it still does it - they think entry/exist makes me hit the bar - but it depresses over time when Im just driving).
-Rust at 50 miles (normal per dealer). They offered to do a coating, and said they'd follow up once they knew when they could do it - never followed up.
-When not using the climate control the HVAC system is just running the heater well above the tempt selected manually (Ie, if its 65 out and I have the temp w/o AC on and the air is set to 62 the truck is uncomfortably warm since the heater is running). They said this is normal. I took videos of it doing it. Basically means the AC has to run constantly unless it's actually cold outside...and I live in FL.
-Steering, they did the TSB without any fuss on this. It took a while, they said they had complications but wouldnt expand on what.
-Current issue of the shaking.

Annoyances I've mentioned to them:
-The bluetooth vs phone vs radio volume
-My truck randomly "chimes" at me when decelerating, no lights/warnings but it does it often enough I am worried.


TLDR: The truck is not safe at interstate speeds and I shouldn't need to work this hard. For what I paid, this is just becoming a headache to keep.

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[Reasons]

When I had my TSB done for my steering, the next day I installed the Synergy Steering/Trackbar brace and noticed the pitman nut was hand tightened only.

Check the torque on all nuts and bolts of your front end. I did since I installed my lift kit on my own. There were a few bolts not torqued to spec.

 

[sharpsicle]

Don't blame the dealer for what's going on currently. If they suspect a problem with the wheels or tires, then let them investigate it. You're 100% right on the money with saying if it isn't the cause then you shouldn't pay, but you need to allow them time to work the problem. Your personal schedule, while important to you, doesn't magically make diagnostic work go any faster. Sometimes it just takes what it takes. Would you rather it be done right, or rushed?

And yes, it's entirely possible there's an issue with the wheels going out of balance for one reason or another. It's also possible it's something else drivetrain related that is unrelated to the TSB work. Coincidence is not evidence. Just because it cropped up after they did work does not mean the work they did caused it. It's possible, sure, but not a given. The steering box could be perfectly fine. Or, as said above, they may have missed a step. Either way, they need time to evaluate that too.

Issues come up on any vehicle. It's especially true on a new vehicle over the first 10k miles. Yours look to have been relatively minor and according to your post have been addressed in some way or another. If you feel they haven't been properly addressed, give Jeep Wave a call. But remember, you're going to have this with any brand.

Don't forget also that you aren't their only customer. It's not that you don't matter, but their other customers also matter.

Does it suck that you had a trip planned in a few days and the problem might not be fixed in time? Yes. Is that Jeep's fault? Not really. Don't take this as me taking the dealership's side. I'd be equally as frustrated in your position. But I would also recognize that work takes time and no matter if it's Jeep or Ford or Chevy, I'd be waiting for work to be done.

Take a breath and re-ground yourself. They aren't saying there isn't a problem. They are agreeing a problem exists. That's the biggest hurdle.

 

[Zilla]

I'm willing to bet that it's the tires. Swap the front to the back and see if it changes.

 

[Xxtavixx]

Don't blame the dealer for what's going on currently. If they suspect a problem with the wheels or tires, then let them investigate it. You're 100% right on the money with saying if it isn't the cause then you shouldn't pay, but you need to allow them time to work the problem. Your personal schedule, while important to you, doesn't magically make diagnostic work go any faster. Sometimes it just takes what it takes. Would you rather it be done right, or rushed?

And yes, it's entirely possible there's an issue with the wheels going out of balance for one reason or another. It's also possible it's something else drivetrain related that is unrelated to the TSB work. Coincidence is not evidence. Just because it cropped up after they did work does not mean the work they did caused it. It's possible, sure, but not a given. The steering box could be perfectly fine. Or, as said above, they may have missed a step. Either way, they need time to evaluate that too.

Issues come up on any vehicle. It's especially true on a new vehicle over the first 10k miles. Yours look to have been relatively minor and according to your post have been addressed in some way or another. If you feel they haven't been properly addressed, give Jeep Wave a call. But remember, you're going to have this with any brand.

Don't forget also that you aren't their only customer. It's not that you don't matter, but their other customers also matter.

Does it suck that you had a trip planned in a few days and the problem might not be fixed in time? Yes. Is that Jeep's fault? Not really. Don't take this as me taking the dealership's side. I'd be equally as frustrated in your position. But I would also recognize that work takes time and no matter if it's Jeep or Ford or Chevy, I'd be waiting for work to be done.

Take a breath and re-ground yourself. They aren't saying there isn't a problem. They are agreeing a problem exists. That's the biggest hurdle.

Oh, for sure. My trip isn't their fault and I don't really expect them to solve for that, it's just bad timing. The service department quickly said nothing is wrong except the tires. We got to that point on Monday and mapped out the next steps. And again on Tuesday.

To your point, they are agreeing their is an issue. Thanks for the touchstone there

 

[bgenlvtex]

Completely understand, and you can expect exactly the same level of service from the next brand, because the problem isn't brand, it's people.

When I buy a new vehicle I simply resolve to never return to the dealership unless the problem I of such magnitude that I cannot resolve it on my own.

I could go on for hours about the ridiculously bad service I have had with Volkswagen, Hyundai, Jeep, Ram, Toyota, Ford but it is pointless each and every one of them has either misrepresented a fault, failed to fix a fault, thrown parts at a problem on my dime, or simply said something so outrageously disconnected from reality that I simply never returned.

 

[j.o.y.ride]

very possible some balancing weights fell off. see if the rebalance fixes it.

 

[Free2roam]

Different dealer?! Sounds like they don't listen. I'd be fed up too. As far as the trip goes. I'd be up their A$$ about getting it solved. If I had to take a day off and sit there to get it done. So be it. You said 3 days on balancing tires? Sharp side my tongue would be ripping them a new one. When it comes do to so called (professionals) who get paid to do (professional) work I have no tolerance for incompetence. It's like getting a steak well done when you clearly asked for medium rare. They would be able to taste boot leather because my foot would be so far up their keister. I hope you get resolve on this issue. Last bit....lemon law options?

 

[gmcul8r]

Is it possible the random chime is the SXM notification? Took me some time before I realized there was a chime letting me know a favorite song was currently on.

 

[JeepCares]

Let me start off with the fact I really enjoy driving the JRT. In theory, I love the vehicle as a whole. It fits my needs, its' comfortable, it's capable and it's modular. It checks all my need boxes and most of my wants boxes.

But. Working with the dealer to solve issues is just starting to outweigh my love for the truck. Every time I have to deal with them, it takes forever and I have to follow up and re-explain things and the level of resistance to take things seriously has be concerned. For example, here's my current issue.

Truck had about 5100 miles on it when I took it in for the steering TSB. I'd have my Toyo ATiii 35's on since about 75 miles and they have been great. I drove the truck home from the TSB and park it with almost no driving (maybe 12 miles?) before my next trip where I put some descent miles on the truck. Within a few miles i notice the truck is developing a shake, and 100 miles later it's bad enough I don't feel comfortable taking interstate bends at 65mph. I bring it to the dealership and explain things. I explain I have a trip planned with the Jeep in 8 days. I was there for 90 minutes before I got a ride home (constantly told it would only be a few minutes). They call me, blame it on the tires - they want to rebalance and need to charge me.

I re-explain that the shaking was pretty much immediate after the TSB was performed and was getting worse. They are persistent, so I tell them they can rebalance my tires, but if it doesnt solve the issue then I wont pay for the rebalance. If it solves the issue, I'm happy to pay. They say OK, we'll call you back.

The next day, I call in the afternoon - they are back on with "its the tires". I re-explain that I really dont see how my tires that were fine for 5100 miles developed an issue that got progressively worse immediately after a TSB on the steering box was done. They did not document that they spoke with me yesterday, and we had to re-hash the entire convo again. I restate that Im happy to pay for the rebalance if that solves things.

That brings us to today, I've not heard back. If they come back one more time and have not re-balanced the tires or want to talk about how they need to balance the tires - I'm out. It's just not worth the headache of having a truck that I is not safe to drive after the TSB was performed. It should not take 3 days to get the tires balanced. I should not constantly need to repeat things to the service department.

Issues I've brought to the dealer:
-Seat depresses over time (they replaced the frame once, it still does it - they think entry/exist makes me hit the bar - but it depresses over time when Im just driving).
-Rust at 50 miles (normal per dealer). They offered to do a coating, and said they'd follow up once they knew when they could do it - never followed up.
-When not using the climate control the HVAC system is just running the heater well above the tempt selected manually (Ie, if its 65 out and I have the temp w/o AC on and the air is set to 62 the truck is uncomfortably warm since the heater is running). They said this is normal. I took videos of it doing it. Basically means the AC has to run constantly unless it's actually cold outside...and I live in FL.
-Steering, they did the TSB without any fuss on this. It took a while, they said they had complications but wouldnt expand on what.
-Current issue of the shaking.

Annoyances I've mentioned to them:
-The bluetooth vs phone vs radio volume
-My truck randomly "chimes" at me when decelerating, no lights/warnings but it does it often enough I am worried.


TLDR: The truck is not safe at interstate speeds and I shouldn't need to work this hard. For what I paid, this is just becoming a headache to keep.

I am so sorry to hear of these concerns, Xxtavixx. So I can dig in further, send a private message with more details. Thanks!

Kate
Jeep Cares

 

[BamaJeepTruck]

I've said it in multiple threads, Customer Service is a dying art. This past year has been quite good to my wife and I despite getting covid....twice lol. After the second time we both got new cars as a were still alive present to ourselves. I got the Gladiator, she got a loaded 2020 Camry. I've had issues like crazy with service on my Jeep, compounded by a non caring dealer, and the Toyota? Exactly the same experience. She waited on a 5k service, Mind you on a yota this means simply a tire rotation and some "inspections" techs never do, took 4 hours. When she went up to the advisor he said "oh, that car has been done for an hour." Like casual as hell. I think its the workforce to be honest. Those who are lazy are staying home and getting $16 an hour to not work and the rest of us have to pick up that slack. Now you have master techs doing oil changes on new cars to meet the demand instead of using what they know, which means a lot less money for them, they then quit ect ect. My techs in quicklube at Toyota when I was an advisor made about $18 an hour, good money for a young mechanic, but when they get $16 an hour to do nothing that $18 an hour isn't $18 an hour anymore. Its $2 an hour. Who the hell is going to work for $2 an hour? Our world is so upside down its insane right now.

 

[AmishMike]

Out of balance is a definite possibility, but what about the tires themselves? What if they are scalloped and they swapped left to right? Tire pressure? Sometimes it is the simplest things that we overlook. Like KX reminded me 'Occam's Razor'.
Yes, customer service is dead. You know, along with responsibility etc..

 

[Xxtavixx]

Is it possible the random chime is the SXM notification? Took me some time before I realized there was a chime letting me know a favorite song was currently on.

I do not have any set, and almost never have music playing. It's been decel each time, right about when I hit the 25mph mark

Out of balance is a definite possibility, but what about the tires themselves? What if they are scalloped and they swapped left to right? Tire pressure? Sometimes it is the simplest things that we overlook. Like KX reminded me 'Occam's Razor'.
Yes, customer service is dead. You know, along with responsibility etc..

I actually checked for this. Even wear, 33psi cold in each tire, 37psi warm in all 4.

The catch is how much worse the shaking is during turns. Going straight it's a minor vibration, but once the wheels turn it's shaking the whole truck and you can feel the weight shifting. I do not think it's death wobble, but it's got the same characteristics. It's just not as violent as death wobble.

 

[AmishMike]

Have you checked the lugnuts?
Turning left or right? At speed or parking lot? Pavement or loose gravel? Is it similar to being in 4wd on pavement? Every little detail can help diagnose the problem.

 

[Xxtavixx]

Have you checked the lugnuts?
Turning left or right? At speed or parking lot? Pavement or loose gravel? Is it similar to being in 4wd on pavement? Every little detail can help diagnose the problem.

Lugs are good. I actually told the dealership "If it shook this at lower speeds, I'd think the locker was on or it was stuck in 4wd". It's only really bad at higher speeds. At parking lot speeds, you cannot tell at all. At 35-40 you can tell it's not right but could think it was road or wind or something. At 55+ turns makes you nervous and you can feel it at all times.

In terms of modifications, I've got the 35x11.5r17 atiii, mid-bumper and Warn EVO10s. I have not taken the truck off-road yet (well, I drove down a graded forestry road once for a hike probably 2 miles total). Once hunting season starts, it would see more forestry roads and trails.

Edit- also, turning direction does not matter.

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