Simple warranty, made difficult by the dealer/Chrysler

[ShadowsPapa]

Had an issue with Jeep Liberty windows falling off the track. Apparently there were so many of these that Jeep warranties them for life. After the second one, I took the panel off, the part out and walked into the parts department with it. They told me if I put it back together and brought the vehicle back, they would warranty it. Part was about 25$ so, I just bought the new part and put it on. Made no sense to put the broken one back in just so I could drop the Jeep off for the day to get it fixed for free.

That makes sense - done that before. Part so cheap and the process so easy, why bother. Costs more in time and effort to put it all back and leave it with them.
I have to watch things, though, because I can make more money doing work for others so I have to weigh - do it myself and save the hassle, or make them do it as it's their problem and make $200 while I do work for others.

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[Alan_Hepburn]

What's the best way to handle an intermittent electrical issue? The left rear turn signal and brake light on my 2020 JT has this issue - I have traced it down to the wires going from the wiring harness to the connector that the light assembly plugs into. I can wiggle that wire and get the lights to work or not work. But trying to get the service department to find the issue seems futile: if it's working when I pull up to the service advisor's desk they see that there's no problem. I'm tempted to just fix it myself by adding a jumper around that connector, but then I'd be killing any future warranty work on that harness.

 

[ShadowsPapa]

What's the best way to handle an intermittent electrical issue? The left rear turn signal and brake light on my 2020 JT has this issue - I have traced it down to the wires going from the wiring harness to the connector that the light assembly plugs into. I can wiggle that wire and get the lights to work or not work. But trying to get the service department to find the issue seems futile: if it's working when I pull up to the service advisor's desk they see that there's no problem. I'm tempted to just fix it myself by adding a jumper around that connector, but then I'd be killing any future warranty work on that harness.

If it was my truck, which is still very much under warranty, I'd disconnect that connector. I'd inspect all pins on both sides - the truck harness side and the tail light side, to ensure they are all "sticking out" the same amount and none were pushed back -meaning they'd not latched in and were pushed out of the shell when connected. Push all firmly from the wire side toward the connector shell to ensure they are seated in the shell and snapped in place.
I'd then apply some electrical grease to the pins and the seal and put it back together.
I'd pay special attention to pin/connector #7 (I believe it's number 7) that is a ground as well as the other ground pins in that connector. I have the pin-out i the house on my server - shop chromebook doesn't do well getting there)
Since it impacts two items, it's possibly a ground or the lead to that function itself. I'll have to go in and refer to the file I have of the pin-out for that.
Found it - brake/turn are pin 7. That's a "corner pin". The one above (or below) it is #1 and that's a ground.
So pay attention to #'s 1, 7 and 6 because the latter 2 are grounds and the first is the stop/turn pin

Likely it's a very simple matter of a poor connection here - a pin on either side out of place, etc. as the wires very very rarely break or have issues themselves.

 

[Alan_Hepburn]

Thanks, Bill. Is there a trick to getting that connector unplugged? I tried briefly, but it seemed like there was something holding it together - maybe a locking lever or something?

 

[Unbreakable]

Unfortunately bad service is nothing new at all dealerships and most techs are just parts changers these days. The days when mechanics would diagnose a problem went away long ago when computer diagnostics started. Now they just plug it in and change the part the computer tells them to change. I had a 94 Ranger with a stuck open thermostat, took it to the dealer and explained to them the thermostat was stuck open and they changed the temperature sending unit because the computer told them it was bad. Drove home called them and explained again what was happening and asked if I bring it in again would they actually fix what was wrong. They did fix it and seemed surprised when they were done that the thermostat was stuck open.

My experience with BMW Motorrad is even worse, I send a video to the service manager showing a loose oil cooler that is secured by two rubber bushings that was causing an annoying squeak. I explained that I was over two hours away and wanted to make sure the parts were in stock. I was assured parts were available and set up an appointment. Well I get there and I'm told the front shock is fine and not squeaking??? I had to go show the tech what was wrong and then of course the parts are not in stock and need to be ordered from Germany. The service manager then gives me a cost estimate because he thinks my bike is out of warranty and when I question it he shows me on the estimate the bike is out of warranty not by mileage but by the date. I had to explain to him that the paperwork he had shows the build date and the warranty starts at the time of sale.

 

[ShadowsPapa]

Thanks, Bill. Is there a trick to getting that connector unplugged? I tried briefly, but it seemed like there was something holding it together - maybe a locking lever or something?

The tail light connectors - at least on Overland with LEDs, is like this - pull red lock down/out, press tab, connectors pull apart.

 

[Rahkmalla]

For the others -
No one, anywhere, at any time, on any paper, any PDF file, any book, or any website promised anyone a loaner.

Mopar MaxCare guarantees first day loaners/rentals for warranty work in writing. Getting what you've paid for isn't entitlement.

For those without service contracts? Having worked for half a dozen dealerships in my old career, it's the difference between service departments who focus on service vs those that focus minimizing expenses. My favorite dealership I ever worked for handed out loaners like candy, and if they ran out they'd pull cars off the used lot and send those customer on "extended test drives". They actually had absolutely terrible techs, but wonderful customer loyalty. Funny that, you treat people like they matter and they come back. Ford dealership for the record.

You can smell a good dealership a mile away. Call a service department with an issue. If their first response is "not my problem" walk away. If their first response is "let's solve this together" they're worthy of doing business with.

 

[ShadowsPapa]

Mopar MaxCare guarantees first day loaners/rentals for warranty work in writing. Getting what you've paid for isn't entitlement.

Yeah, but that's extra cost - you pay for that.
The standard warranty doesn't give you a loaner so unless you spring for the loaner by buying a service contract, it's not included (save for 1 day service stuff as I recall)

My favorite dealership I ever worked for handed out loaners like candy, and if they ran out they'd pull cars off the used lot and send those customer on "extended test drives".

I contacted my sales guy when my truck was in last for the misfire - told him the papers said I needed to have the loaner back the next morning.
His response? "ignore that, keep it as long as you need".
And yes, they had started pulling used vehicles off their lot as "loaners". Still had the tags and such. Well, with their papers where the plates go it was advertising and I swear the Trail Hawk Grand Cherokee could have sold me on one.

 

[Hootbro]

Mopar MaxCare guarantees first day loaners/rentals for warranty work in writing. Getting what you've paid for isn't entitlement.

But is that within the factory warranty period? Most of the OEM extended warranties (actual a service contract) have contract language that their benefits and coverage is only once the factory warranties have expired first before they give coverage.

 

[Rahkmalla]

But is that within the factory warranty period? Most of the OEM extended warranties (actual a service contract) have contract language that their benefits and coverage is only once the factory warranties have expired first before they give coverage.

Direct quotes from the maxcare contract. (emphasis my own)

WHEN PLAN COVERAGE STARTS AND ENDS: Plan coverage begins on the date you purchased the Plan for: (i) a Vehicle component not covered by the manufacturer’s warranty; (ii) Trip Interruption; (iii) Car Rental in respect to covered repairs when a replacement vehicle is not otherwise provided; and (iv) Taxi Reimbursement. Plan coverage begins on the date the manufacturer’s warranty ends for: (i) any Vehicle component covered under the manufacturer’s warranty; and (ii) Roadside Assistance.

FIRST DAY RENTAL: First Day Rental Allowance provides up to $35.00 car rental allowance if the Vehicle is to be serviced for any mechanical repair or maintenance service

RENTAL ALLOWANCE: Rental Allowance will pay up to $35.00 per day for a rental any time repairs take overnight, and a component covered by the Plan or the manufacturer’s Basic or Powertrain Warranty fails.

 

[dcmdon]

You must have had staff standing around with little to do if they could take apart a panel, remove a connection and spend time verifying......... you don't check in 3 minutes. And do you pull someone off of another job to go do that - then find that it takes 30 minutes because of a cross-threaded screw (by the customer)?
First come, first served is how we had to operate. There was no time to stand around and you didn't pull anyone off a job where that customer had been waiting a week to get in.
We had too many "Self-diagnose" and end up wrong - and then what? You can't walk away once you started.
Naw, sorry - first come, first served. It's not life or death, it's a light and I've never worked in a shop that allowed a customer's "self-diagnoses" to determine what we did. Got into too much trouble that way. Leave it and we'll check it out. Even in my shop now I tell people don't even bother telling what you think it is (because I know they are generally wrong and we go down rabbit holes too often). Some may be correct - great - but do you know that going in?

In one shop years ago - the customer AND service manager said "he said all it needs is to bleed the brakes, so bleed his brakes". I heard the symptoms and knew they were dead wrong - but the customer insisted. An hour later, closing time - they still had no brakes and staff were expected to stay since the job had been started - and it never should have been started.

We've discussed the loaner thing to death - these days, such things are hard to come by. Some dealers have had to sell "loaners" just to have something to sell. Even rental places are short. The dealer I bought from has an independent rental company working with them and if you aren't there in line before they open - that rental company is short on vehicles. They will shuttle you within 25 miles if they are already out of "loaners".
Local Ford dealer has no loaners this year. Can't speak to Lexus or Mercedes, don't hang out with those folks.

The reality in most car dealers is that the service manager and service writers work is heavily weighted around the beginning of the day, lunch, and the end of the day.

At 2:00 in the afternoon there is a good chance that a service manager, service writer, or used car tech would have time to do something like this.

Most techs work off a queue and are paid flat rate so asking one to do something like this would be taking money out of their pocket.

But the people I mentioned above are salaried and could spare 5 minutes if coordinated properly. Its easy of you have the right attitude.

The dealer I worked at was owned by a guy who had been the national service manager for Saab USA. He would have done it if it was necessary to keep a customer happy.

This is what a customer focused dealership does.

re loaners. The reason FCA dealers don't offer loaners is because the factory doesn't pay/incent/require them to have them. The brands I mentioned above all pay dealers to have loaners. It doesn't cost the dealers much.

 

[dcmdon]

I've brought in my old jeep a few times for specific items. Like the famous p0520. Called them to make an appointment and they know the part needed for the repair. Only for it to sit all day and them tell me that they don't have the part.

Wife needed lock cylinder on her honda repaired after someone broke the lock. They knew exactly what was needed. She dropped her car off in the morning only to get a call in the afternoon that they didn't have the part on hand.

They all do the same thing and that's why I avoid dealerships as much as possible.

Such a waste of time. When you have kids in school and a job, that sht really is bs when they waste your time. Cause now, you have to take time off again when the part does actually come in.

Getting back to original post, I bought the brake light and replaced it myself. Hahaha.

The way to manage this is to ask to be connected to the parts department. Ask them how many of that item they normally stock.

Ask them how many they have on hand and if they have any coming in on their next stock order. Tell them that you have an appointment for X date and ask if they can reserve one for you.

They may say yes, they may say no. But either way you will know the status of the part in question and will be able to plan accordingly.

I did this this past spring. It turned out that the service dept never asked parts to order the item, so I ordered it and they called me when it was in. When my truck went in for the warranty work, I told parts I no longer needed it and service grabbed it and used it on my truck.

You can work the system to reduce the number of trips, but you shouldn't have to. Again, when I worked in parts we would assign an in stock part to a specific customer. We'd also order another based on it being reserved even though it was technically still in stock.

If a customer's car was disabled because it needed a part we would "V.O.R. it" which meant Vehicle Off Road, and the part would come in the next day.

We reserved time in the schedule for VORs so that if a person's car broke, we could most likely get to it within a day or two.

 

[Rockabillyroy]

The way to manage this is to ask to be connected to the parts department. Ask them how many of that item they normally stock.

Ask them how many they have on hand and if they have any coming in on their next stock order. Tell them that you have an appointment for X date and ask if they can reserve one for you.

They may say yes, they may say no. But either way you will know the status of the part in question and will be able to plan accordingly.

I did this this past spring. It turned out that the service dept never asked parts to order the item, so I ordered it and they called me when it was in. When my truck went in for the warranty work, I told parts I no longer needed it and service grabbed it and used it on my truck.

You can work the system to reduce the number of trips, but you shouldn't have to. Again, when I worked in parts we would assign an in stock part to a specific customer. We'd also order another based on it being reserved even though it was technically still in stock.

If a customer's car was disabled because it needed a part we would "V.O.R. it" which meant Vehicle Off Road, and the part would come in the next day.

We reserved time in the schedule for VORs so that if a person's car broke, we could most likely get to it within a day or two.

I actually got burned twice by the p0520 repair.

First place took it in and sat on it all day.

Second place, I let them know what happened at the first place, they said part was in for the appointment and they still dropped the ball. It wasn't. Jeep sat there all day. They ended up apologizing and offering free oil changes. Which I passed on since I do my own. Again, my time has more value to me than free oil changes. But kudos to them for owning up.

But thanks for sharing that info. Will be useful in the future.

 

[Bonanza]

I bought the part, it came, I installed it in minutes, it works, and I'm annoyed and have walked away from the experience $72 lighter and I have officially had a bad experience. No matter how much dancing, spinning, or explaining the process will undo that. This was equivalent to replacing a wiper blade.

This is BAD service through and through. Another example of common sense strangled by bureaucracy. I have only had one good dealership experience in my entire lifetime, and that was from Ford, which replaced a rear diff even though it was out of warranty. Jeep has been a nightmare, and I've owned three.

I've had a PCM go bad on my 2013, bricking the Jeep. Jeep kept it for over 30 days because it didn't have the part. It took three weeks before they offered a rental car, a 300. On my 2017 JKUR, they refused to even look at it for death wobble under warranty because of aftermarket wheels and tires. I fixed it myself. I recently tried to get my last free oil change done, and they required an appointment, to which the earliest one was more than a week out. (Under previous management the dealer had an express lane for this even-a-monkey-can-do-it maintenance.) This is the latest example of why I cannot stand dealerships and "warranties".

Also, fun fact-- I called this dealership's main line 12 times in a row with no one answering; not the front desk, not service. I had to trick them and call sales, who then walked over to the service desk to see why no one was there.

At the end of the day, this isn't THAT big of a deal. It's just annoying. Annoying that customer service is tertiary to "following the process" and bureaucratic obedience. Luckily my warranty is almost up so I can dispel the dread of ever having to go back for what should be a simple solution.

 

[dcmdon]

I actually got burned twice by the p0520 repair.

First place took it in and sat on it all day.

Second place, I let them know what happened at the first place, they said part was in for the appointment and they still dropped the ball. It wasn't. Jeep sat there all day. They ended up apologizing and offering free oil changes. Which I passed on since I do my own. Again, my time has more value to me than free oil changes. But kudos to them for owning up.

But thanks for sharing that info. Will be useful in the future.

I get it. If you really want to be sure. call the parts dept the morning of and ask if they have the part in stock. Skip service since they are incented to lie to you and if the writer doesn't have time to check with parts, the service writer may say its there then, give you the excuse that they needed it just before your car came in.

Dealer service departments like to work off of a queue (just like doctors' offices) so that they make most efficient use of technician time, even if it wastes your time.

How many of you have arrived for an appointment on time, only to see your car being brought into the shop 45 minutes after you got there. Even if they knew your appointment was a "wait" (customer is waitng for car rather than picking it up at the end of the day)

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