LouisanaJeeper
New member
As I told you, I did want to hear your opinion/diagnosis as an ASE certified Master mechanic. However, I was quite surprised when I spent $600 on a repair and it shows no apparent improvement after I was called and told "it was ready to go." Even stalling out in the same manner 10 minutes after I take delivery on the repair job. Surely, you would want to talk to the mechanic who worked on your vehicle at a 5 star dealership who was not able to fix the problem initially?
I don’t think I ever called you liar, but I do remember wanting to verify what work was done by talking with the mechanic and not the service advisor, who herself told me she did not know the details of what parts were replaced and/or why they failed. So, upon her suggestion I talked to you. I did think you seemed offended when I asked why I saw the same problem with the new parts installed, and when I asked why it took 2 hrs to install the PCM (which you informed me the PCM was reprogrammed on site which explined the time involved) but I did not intend to be rude. As far as the CPS, I don’t remember that being an issue. However, you had replaced a speed sensor which had some sort of internal leak allowing trans fluid to short out the sensor, or something like that.
Yes, I do remember you stating the PCM being loose. As you remember, the front pass fender/bumper cover was hit/dented (which is located sort of near the PCM on a grand) in recent weeks, which we agreed could have been the cause for the loose PCM. Yes, the "vehicle" had over 100k on it and was close to 9yrs old. The suspension components were Rubicon Express. Jeep Lift Kits ~ Jeep Suspension ~ Jeep Parts ~ Rubicon Express, Inc. You are entitled to your opinion on the condition of the vehicle if that is how you felt about it. Yes, I remember you telling me about having a lifted Cherokee or comanchee. If it is on short arms, you know they do tend to ride rough due to the lower control angles involved. If yours is on long arms or a radius arm setup, that is a much better lift system because it adressed the LCA angles, as you probably know.
In the end, the service department still got paid, you got paid in full for the service @ $80hr billed, I never got any response from the dealership. Although I was not "happy" with the repairs (would you be happy if you spent $800 and still had problems) the thing that really disappointed me was the staff up front (with the exception of the guy in the Parts department who was helpful). If the managers/service advisors had been a little more helpful such as offering a loaner car, apologizing for not completely fixing the first time, following thru with "making it right", or even following thru with that $8 discount without hassel, I would have likely been a much more satisfied customer and not disappointed to this extent. Why did the BBB report showed several other customers had unresolved complaints with the service and/or other issues? As you know, not all repairs are going work the first time, but the rest of the service department and managerial staff should work progressively to resolve any situations or concerns before it becomes this upsetting to the customer. The service department is dependent on both the technicians, service writers, and managers to provide a rememberable experience (hopefully positive) for the customer, even when the repair process does not go smoothly.
I don’t think I ever called you liar, but I do remember wanting to verify what work was done by talking with the mechanic and not the service advisor, who herself told me she did not know the details of what parts were replaced and/or why they failed. So, upon her suggestion I talked to you. I did think you seemed offended when I asked why I saw the same problem with the new parts installed, and when I asked why it took 2 hrs to install the PCM (which you informed me the PCM was reprogrammed on site which explined the time involved) but I did not intend to be rude. As far as the CPS, I don’t remember that being an issue. However, you had replaced a speed sensor which had some sort of internal leak allowing trans fluid to short out the sensor, or something like that.
Yes, I do remember you stating the PCM being loose. As you remember, the front pass fender/bumper cover was hit/dented (which is located sort of near the PCM on a grand) in recent weeks, which we agreed could have been the cause for the loose PCM. Yes, the "vehicle" had over 100k on it and was close to 9yrs old. The suspension components were Rubicon Express. Jeep Lift Kits ~ Jeep Suspension ~ Jeep Parts ~ Rubicon Express, Inc. You are entitled to your opinion on the condition of the vehicle if that is how you felt about it. Yes, I remember you telling me about having a lifted Cherokee or comanchee. If it is on short arms, you know they do tend to ride rough due to the lower control angles involved. If yours is on long arms or a radius arm setup, that is a much better lift system because it adressed the LCA angles, as you probably know.
In the end, the service department still got paid, you got paid in full for the service @ $80hr billed, I never got any response from the dealership. Although I was not "happy" with the repairs (would you be happy if you spent $800 and still had problems) the thing that really disappointed me was the staff up front (with the exception of the guy in the Parts department who was helpful). If the managers/service advisors had been a little more helpful such as offering a loaner car, apologizing for not completely fixing the first time, following thru with "making it right", or even following thru with that $8 discount without hassel, I would have likely been a much more satisfied customer and not disappointed to this extent. Why did the BBB report showed several other customers had unresolved complaints with the service and/or other issues? As you know, not all repairs are going work the first time, but the rest of the service department and managerial staff should work progressively to resolve any situations or concerns before it becomes this upsetting to the customer. The service department is dependent on both the technicians, service writers, and managers to provide a rememberable experience (hopefully positive) for the customer, even when the repair process does not go smoothly.