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  #13  
Old 01-06-2014, 04:35 PM
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Re: Experience with dealers and TSB's

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Originally Posted by bill_de View Post
Your own attitude has a lot to do with how you get treated. If you talk to the people at the dealership with the same tone you use here, it's no surprise they don't want to help. If you go back and read your posts you very often use words like fight, garbage, crap, demand, etc.

I have brought copies of TSBs to the dealer when I had appointments for other work. I ask them if they think I should get it done. They have always taken care of it on that visit.

I mentioned to the service writer on one visit that I would probably see her next month when the recall notice was issued for the Christmas tree dash. The service manager heard me and asked what I was talking about because they had not been notified yet. They were aware of the problem, just not the recall. We had a discussion about recalls, TSBs, and the problems with the '14s.

If I had said to the service writer, I'll be bringing this piece of crap back next month so that maybe you'll have somebody capable of fixing it, and if you don't you'll be hearing from my lawyer because I know about the lemon law, yada yada yada, I doubt the service manager would have approached me to have a discussion about anything. He might have held the door for me.
I would definitely expect a service writer/manager to back off and go strictly by the book when faced with an aggressive customer threatening anything at all involving lawyers, lemon laws, etc. or just a customer with a foul mouth and generally crappy attitude.

On the other hand, I've had excellent luck with even using an FSM to go over what I've already tried, what resulted, or where I wasn't certain--it can sometimes save the techs time and get my vehicle fixed faster without repeat visits. Plus, the FSM usually helped me decide I truly did not want to mess with that particular repair type as opposed to having someone with lots of backing behind them.
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  #14  
Old 01-06-2014, 06:23 PM
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Re: Experience with dealers and TSB's

I think there is two sides to this.

One problem that I think may be happening is, for example, is some Transmissions I think are broken (e.g. valve bodies and solenoids) and folks are going in with the TSB and coming back out with a better transmission, but still a broken one.

So to that extent the OP is correct. And you are better off just stating your problem and let them diagnose it.

But on the other side, some of these issues are hard to reproduce at will. And a lot of dealers want to experience the problem before working on it. The Vehicles are so complex these days that there can be in an infinite amount of states it can be in that it's impractical to reproduce at will. For example my transmission was behaving poorly when it's below 0F, driving 65 MPH for an 1 hour (wouldn't go past 6th). Well now it's 40 F out and it's impossible to reproduce. I see a TSB that says improved cold temperature behavior. I want that damn TSB firmware applied. But it could have been a bad sensor or valve body too.

So it really comes down to how you ask. State your problem and SUGGEST that there is a TSB that might apply and you'd appreciate if they could look into it.

Don't TELL them what they have to do.
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  #15  
Old 01-06-2014, 06:27 PM
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Re: Experience with dealers and TSB's

Quote:
Originally Posted by lstowell View Post
I would definitely expect a service writer/manager to back off and go strictly by the book when faced with an aggressive customer threatening anything at all involving lawyers, lemon laws, etc. or just a customer with a foul mouth and generally crappy attitude.

On the other hand, I've had excellent luck with even using an FSM to go over what I've already tried, what resulted, or where I wasn't certain--it can sometimes save the techs time and get my vehicle fixed faster without repeat visits. Plus, the FSM usually helped me decide I truly did not want to mess with that particular repair type as opposed to having someone with lots of backing behind them.
What's FSM (Field Service Manual/Manager)?
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  #16  
Old 01-08-2014, 01:34 PM
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Re: Experience with dealers and TSB's

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Originally Posted by mswlogo View Post
What's FSM (Field Service Manual/Manager)?
Factory Service Manual.
Sort of an anachronistic lump that you used to be able to get on good old fashioned dead trees so you could make notes in it, add sticky tags for frequently used sections etc.
Very handy for at least narrowing down issues when they happen--or in some cases deciding it is time to find a different servicing place.
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Old 01-09-2014, 08:15 AM
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Originally Posted by rnabors View Post
GCLimited I didn't mean to anger you-- and I don't work for Chrysler. If you don't use that tone when you talk to dealer I am curious why you would on a forum with a fellow GC owner that is just trying to give some helpful ideas???? I guess I should stop posting--good lesson for new members.
No offence meant, but how long have you been hanging out in Internet forums. Robust discussions and venting are completely normal. Most humans are far more restrained in face to face conversations in part because a lot of face to face communication is non verbal and in part because there are likely to be negative consequences if you scream in someone's face. Maybe your car won't get fixed, maybe the other guy will decide to rearrange your facial features. Either would be unpleasant. My view is if someone is frustrated with their jeep and wants to vent about it! where better than a Jeep forum.
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  #18  
Old 01-09-2014, 08:45 AM
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Re: Experience with dealers and TSB's

I have found that my dealer LIKES that i do the research - when I had radio issues with my 2014 RA4, and had a list of every step done. Updated, pulled battery, etc.. they said great thanks for saving us the time and just ordered a new radio

my new LIST will be similar... You just have to go about it the right way

example.. the Trans TSB

"My trans shifts like crap.. i did some research and found this TSB"

so tell them the problem, and the possible solution
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Old 01-09-2014, 09:25 AM
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Re: Experience with dealers and TSB's

Thanks for the feedback. I am retired and don't have much experience with Internet forums. I guess I need to get thicker skin--- and I agree that a forum is a good place to vent.
With that said I think we can discuss a problem with a dealer or have a debate on a forum and still be respectful with one another. Guess I am too old fashioned-- I was raised to be courteous and respectful when addressing people.
If you look at highly skilled and successful negotiators whether in business or government they master the skill of using courtesy and respect to help them succeed--those that don't seldom win a negotiation.
There is a classic management book titled "Getting to yes" that is excellent in teaching how to effectively communicate to get a positive response. I found it helpful in dealing with my family, business negotiations, and dealing with people in stressful situations.
Courtesy and respect does not lead to whamsy pamsy, fold your tent and go home behavior. Just the opposite it can often disarm the other party and help lead to a positive outcome.
Courtesy and respect served me well in a long and very successful career in management dealing with suppliers, employees, customers, peers, board of directors, etc.. By the way I have never been in the automobile business.
These are just my personal thoughts and hope they help someone in dealing with stressful and frustrating communications.
At the end of the day we will all personally choose how we want to communicate and represent ourselves.
Now lets talk about Jeeps!
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Old 01-11-2014, 04:25 PM
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Re: Experience with dealers and TSB's

rnabors, you are welcome to my dealership anytime. customers like you get the best treatment. we go above and beyond for customers that treat us with respect. you have a much better chance of getting goodwill coverage on out of warranty repairs than ethug in post #4.

as for you, ethug, stay away from my dealership. i doubt you will like the service you receive.
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Old 01-11-2014, 05:37 PM
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Re: Experience with dealers and TSB's

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Originally Posted by fnkychkn View Post

you have a much better chance of getting goodwill coverage on out of warranty repairs than ethug in post #4.

as for you, ethug, stay away from my dealership. i doubt you will like the service you receive.
If your dealership lies to their customers, gives them crappy loaners, and doesn't perform needed warranty work for legit issues, then you bet I'll stay clear of your dealership.



I have been nothing but professional when dealing with dealerships I've purchased vehicles from, never coping an attitude, but dealing with Chrysler/Jeep dealerships so far have been the worst of my experience.

I bet you're not even in Massachusetts. You just posted here for a little "ethuggery" of your own.
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Old 01-11-2014, 06:49 PM
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Re: Experience with dealers and TSB's

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Originally Posted by GCLimited View Post
If your dealership lies to their customers, gives them crappy loaners, and doesn't perform needed warranty work for legit issues, then you bet I'll stay clear of your dealership.

crappy loaners? seriously? they give you something to drive while your car is being repaired and you complain that it doesn't meet your standards? next time, just take the bus.
i know of no dealership that will refuse to perform warranty repairs for a verifiable concern.
Quote:
Originally Posted by GCLimited
I have been nothing but professional when dealing with dealerships I've purchased vehicles from, never coping an attitude, but dealing with Chrysler/Jeep dealerships so far have been the worst of my experience.
if you claim to be "nothing but professional" when dealing with dealerships that seem to disappoint and irritate you, why would you attack a fellow member for posting his opinion on a subject that seems to anger you. sure sounds like ethug tactics to me.

Quote:
Originally Posted by GCLimited
I bet you're not even in Massachusetts. You just posted here for a little "ethuggery" of your own.
sorry, didn't realise this was a Massachussets only thread.
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Old 01-12-2014, 12:59 PM
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Re: Experience with dealers and TSB's

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Originally Posted by fnkychkn View Post

crappy loaners? seriously? they give you something to drive while your car is being repaired and you complain that it doesn't meet your standards? next time, just take the bus.
The front rotors were so bad on both the loaners I received (something I reported back to them when I dropped off the vehicles), the car felt it was unsafe braking at highway speeds, and in addition both cars smelled like ash trays...with ashes all over the center console of one. They were so bad I had to drive with a window open...experiences I never had to deal with receiving loaners from other manufacturers dealerships. You're right about one thing, I would have been better off taking the bus instead.

With an attitude like yours towards your customers, no wonder why a lot of American auto dealerships don't hold a candle to the foreign dealerships. You want to know how to treat your customers? Go to any BMW, Audi, Toyota, or Honda dealership and learn a thing or two.

Quote:
i know of no dealership that will refuse to perform warranty repairs for a verifiable concern.
The dealership I bought my vehicle at is one. They wouldn't reflash my radio to the latest version nor the HVAC system for instance. I'm still running v13.19 on my 8.4A, and my climate system still shuts off after a remote start when I open the drivers door...issues clearly stated in Chrysler TSBs. If you really do work at a Chrysler/Jeep dealership, then you'd know what I state is true about those issues.

Quote:
if you claim to be "nothing but professional" when dealing with dealerships that seem to disappoint and irritate you, why would you attack a fellow member for posting his opinion on a subject that seems to anger you. sure sounds like ethug tactics to me.
Looks like you didn't read my second post where I later apologized and explained myself. You also don't sound like someone who posts on web sites like these too much. If you did, you wouldn't get your panties in a bunch so easily.

Quote:
sorry, didn't realise this was a Massachussets only thread.
You said don't come to your dealership...now knowing I'm from Massachusetts (since it states that in the upper right-hand corner of all my posts), unless your dealership is located in Mass...your comment is a meaningless threat since the average person doesn't drive out of state for warranty work, and you originally posted only to be a tough guy.

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  #24  
Old 01-12-2014, 01:10 PM
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Re: Experience with dealers and TSB's

GC,

Something I don't understand. You spend enough time here to know that updating the radio yourself is very easy and takes about 20 minutes. It seems you are more interested in holding the dealer's feet to the fire than solving at least a couple of the problems.

What's up with that?


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