TSB Steering Gear Boxes Are On National Backorder

[LostWoods]

The only thing that changes with a lift as far as steering is the angle of the tie rod. The drag link is not changed, camber is not changed, toe is not changed and caster is not changed IF the lower control arms are changed with the lift.
These things are made expecting to have larger tires and lifts - Jeep expects it and Jeep and dealers sell you parts to make such changes.
That's why Jeep modified the TSB to tell dealers - even if it HAS a lift, if it's still in specs, do this if the customer complains.
I differ on your view of a TSB - some are stated clearly to diagnose and verify, some are not.
I have a dozen books with hundreds of TSBs and can show how they'll vary with "suggestion" or "this is how to fix it".
A TSB covers not only warranty issues, but those same issues outside of warranty.
The way this TSB is worded, a customer would have legal recourse if no dealer would actually apply the part.
We are also seeing dealers do this without question - which more supports my thinking on this particular TSB. Some owners simply call - hey, I have this problem, and I'm referring to this TSB - and the dealer says ok, bring it in - and they fix it.
I have TSBs that say to the dealer - verify the issue - but interestingly - this one does not.

No, a dealer doesn't have to fix anything - they are like any other business, they can refuse to fix any problem, no matter what. But those dealers run into trouble later with poor reviews and ratings while those that deal with this get all 10s.

Got that backwards... tie rod doesn't change but drag link angle does and a steeper drag link angle puts more stress on the factory drag link (particularly the ends). If you have aftermarket anything in the steering setup then, well, they have every right to reject the vehicle because you have changed the factory system.

All the revision to the TSB did was let techs know that FCA is willing to pay for the work even if the system is modified because they typically don't cover it.

You disagree with my view all you want but I've wrenched for pre-FCA Chrysler/Jeep/Dodge, Ford, and Toyota, and none of them ever treated TSBs as more than guidance. None obligated or bound the dealership to do any work and they were only used as reference points when justifying repairs.

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[LostWoods]

Also:

This bulletin is supplied as technical information only and is not an authorization for repair. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission of FCA US LLC.

Literally the top line of the TSB (and every FCA TSB) so please stop saying shit like this:

The way this TSB is worded, a customer would have legal recourse if no dealer would actually apply the part.

It's a document intended for internal use and industry channels, not the end user. It's guidance, not gospel.

 

[JeepCares]

Dropped mine off yesterday to finally get the steering box replaced. The service manager spent over 5 minutes lecturing me that they would have to check out my gladiator again to make sure I didn't have an aftermarket lift kit. He would not listen when I told him it is stock Rubicon. He kept numbing to himself almost like he was intoxicated. This after I have waited almost 3 months for the parts to come in. They never called me about the parts. I called the parts dept and was told they had been their for a while.
This is Jim Manning Jeep in Dinuba ca.
I have a Mopar lift I bought with the Jeep sitting in the garage. I'm real glad I didn't put it on.
@JeepCares can you offer any support? I have no confidence this guy will do the right thing.

That was the talk I had with the service desk guy. He kept on about they would have to verify it and decide. I was like no sorry it doesn't say that. But in the end what did they do just told me we don't see an issue or a need to change it come pick up your truck.

Hi @Scratch,

We would like to provide additional support. Please send us a PM with your VIN, mileage, and dealer.

Hi @BAT,

We're sorry to hear that your dealer did not complete the TSB. Please send us a message, as we would like to escalate a case on your behalf for assistance.

Darlene
Jeep Cares

 

[BAT]

Hi @Scratch,

We would like to provide additional support. Please send us a PM with your VIN, mileage, and dealer.

Hi @BAT,

We're sorry to hear that your dealer did not complete the TSB. Please send us a message, as we would like to escalate a case on your behalf for assistance.

Darlene
Jeep Cares

Yes thank you have already talked to you all and have been working with me.

 

[Ravenron]

All that line means in the TSB is that no further validation is required, not that FCA wants every JL/JT to have the work performed. Typically if a TSB is used to justify work, the tech must include details that fit the criteria of the TSB. In this case all they have to say is "customer complained of steering wander, recommend R&R steering box and reflash ECM per TSB xx-xxxx" instead of providing details of the test drive.

TSBs aren't written with the end user as the intended audience - they are strictly OEM engineering guidance for the front-line techs doing work. People treat them as gospel but they're literally nothing more than guidance related to common problems and 100% up to the dealership in cases like this.

Academic discussion...

The real answer is vote with your feet! Any dealer that has all the information, hundreds of new owners with the same problem, support from the manufacturer, and a documented solution still refuses to assist a customer doesn't deserve your business. They're essentially turning away someone who has demonstrated a desire to drop tens of thousands of $$$ on a product (or products) that they sell. They act like buyers who can/will drop $50k+ are limitless. If they'd rather forego any future business and alienate a current customer - so be it!

No amount of convenience is worth this kind of treatment. It seems in many cases, the only thing these dealerships have going for them is convenience...well, if they're right next door but are SO painful to deal with you're pissed off with every visit, they're ultimately not worth your time. And certainly don't deserve any of your hard earned cash.

Don't argue, don't get stressed out. Just walk away, drive a bit further, establish a relationship with a dealer who listens to you and let them know you spend your money where you're appreciated. It won't take too many departures before it begins to hurt and they'll either change their ways or shut the doors...either way is an improvement.

This only changes when folks stop supporting bad actors. You don't have to put up with abuse and stress. That said...if your dealer is helpful and working with you but just can't get the parts, well...thank your lucky stars and be patient. The parts will arrive, the fix will get done. Keep in touch and make sure they know you are waiting...just be polite and build that relationship.

...just my $.02...

 

[Mikey_89]

I just got my JT on October 5th and before I knew of the TSB, I could tell the steering was "wonky". I remember getting drift and constant corrections on my 2012 JKU Rubicon that had a 2in lift and 35's, but not as bad as my JT Rubicon...which is still completely stock. I have talked with the service department and the rep there, whose name I won't mention at this point, says he will do the work, but then tells me that he has another customer that he has ordered the part for, but has not received it yet AND tells me that he can't order my part because he doesn't know if Jeep will even allow the part to be ordered at this time. Shame is, I love the dealership and salesman, but this is definitely a safety issue that needs to corrected and I hate to fight with the service department about it.

@JeepCares Is this true about the dealership not being able to order because the parts are on backorder? or am I just getting the "fluff" run around?

 

[93civej1]

I just got my JT on October 5th and before I knew of the TSB, I could tell the steering was "wonky". I remember getting drift and constant corrections on my 2012 JKU Rubicon that had a 2in lift and 35's, but not as bad as my JT Rubicon...which is still completely stock. I have talked with the service department and the rep there, whose name I won't mention at this point, says he will do the work, but then tells me that he has another customer that he has ordered the part for, but has not received it yet AND tells me that he can't order my part because he doesn't know if Jeep will even allow the part to be ordered at this time. Shame is, I love the dealership and salesman, but this is definitely a safety issue that needs to corrected and I hate to fight with the service department about it.

@JeepCares Is this true about the dealership not being able to order because the parts are on backorder? or am I just getting the "fluff" run around?

i saw yesterday, word of people being halted now due to a fix for the tsb fix.

 

[Samslop]

Picking my gladiator rubicon up this afternoon they are finished installing new steel steering gearbox and have flashed the software. My dealer said on phone the Jeep is letting them get one gearbox every 2 weeks. My dealer said they have been informed to keep installing the new one when requested

 

[Samslop]

Just info my dealer is granger dodge and Jeep orange texas a very good family

 

[Scratch]

I picked up my gladiator with the box replaced. I didn't realize how bad my steering was. The difference is night and day.

On a side note the dealer (Jim Manning in Dinuba, ca) received my service feedback from my first visit. He told me not to bring my vehicle back to them since I gave him a rating like that. He also said those parts I have on order for you, we cancelled them.
So instead of looking at the feedback and saying "hey we shouldn't argue about who is going to HAVE to talk to this customer in front of the customer," they just say it is a bad customer and don't come back.
It is amazing to purchase a $59k vehicle (actually 2) and to be treated like that.
There really should be a dealer review section in these forums and we should make it a point to support the dealers who support the customers.

 

[FLUndertaker]

This whole this is absolute horse$hit. My time and sanity has value as well. I wonder if PSC has an aftermarket gear in production yet? If I spend half a day or more dicking around with this, I am better off buying parts and fixing it outside of the TSB.

 

[Scratch]

I absolutely agree!
The worst part of buying these vehicles is the crappy dealer support.
I just checked with the local mechanic about replacing my leaking axle seal. The couple hundred is will cost is better money spent than the hours it takes to get simple work done at the dealers.
I think I read that you can look up the part numbers listed on the TSB and they are available. However, the TSB also mentions a software update.

 

[punk'n]

I picked up my gladiator with the box replaced. I didn't realize how bad my steering was. The difference is night and day.

On a side note the dealer (Jim Manning in Dinuba, ca) received my service feedback from my first visit. He told me not to bring my vehicle back to them since I gave him a rating like that. He also said those parts I have on order for you, we cancelled them.
So instead of looking at the feedback and saying "hey we shouldn't argue about who is going to HAVE to talk to this customer in front of the customer," they just say it is a bad customer and don't come back.
It is amazing to purchase a $59k vehicle (actually 2) and to be treated like that.
There really should be a dealer review section in these forums and we should make it a point to support the dealers who support the customers.

You should point that conversation out to Jeep Corporate. If you gave an honest survey feedback, you should not be punished for it. I would think Corporate wants honest replies, not fluffy filled lies.

Corporate should fix the crappy dealer network instead of allowing dealers to punish the customer due to their crappy service.

 

[Scratch]

You should point that conversation out to Jeep Corporate. If you gave an honest survey feedback, you should not be punished for it. I would think Corporate wants honest replies, not fluffy filled lies.

Corporate should fix the crappy dealer network instead of allowing dealers to punish the customer due to their crappy service.

I agree. I sent a message to @JeepCares I would hope that Jeep Corporate actually cares about this type of stuff but I'm not convinced.
Quite frankly I just want my vehicle fixed and safe without all the BS. My wife drives the JL and she had no idea that the steering wasn't supposed to be like that.

 

[Mikey_89]

Well, I can honestly say that I have faith in Jeep after today. I emailed their customer care and got a phone call just a little bit ago. The girl I worked with said they are ordering the part for me, shipping it to the dealer and will have scheduled ASAP. If this comes to fruition, I will never buy anything but a Jeep.

Scratch...I would get on Jeeps website and email them about what happened. I truly believe they are trying to clean up the dealerships, especially because they realize they are facing serious competition from Ford.

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