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Old 01-27-2014, 10:28 AM
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High-Pitched Tuning Fork Noise SOLVED

I apologize for the length of this post, but I feel that it's a worthwhile story to share (including a fix for a noise issue people might be having). Sorry for starting a new thread on it, but I didn't want it to get lost.

Original thread is here with video of the noise/issue:
High-Pitched Tuning Fork Noise

THE STORY
I took my 2014 Jeep GC Limited (had about 6,000 miles on it) to a total of three dealers. The first and second dealers claimed that the noise was normal, and that it was likely the power steering pump releasing air or some nonsense. Not believing that the noise could possibly be normal, I took it to dealer three.

Dealer three was amazing. The service manager was incredible. He borrowed the car for the night himself, driving it to and from his home so it could be properly road tested (my issue doesn't manifest unless the car had been driven for a while). When he called me the next day, I was ready for the "it's normal" speech... but, nope... the service manager said it was absolutely not normal and that he'd get to the bottom of it. He actually asked me to send him the videos that I captured of the sound and upload them to him too, so he could have them for reference. A few days later (the dealer immediately contacted Jeep for help on the issue) I got a call from "Enhanced Customer Care Team" at Chrysler who took over the process for me, becoming an intermediary between myself, the dealer, and the technicians at Jeep who were apparently trying to figure this out. I was amazed... felt like they were rolling out the red carpet. The person at Chrysler was also amazing, a lady named Ingrid. She not only kept me updated on everything they were trying on my vehicle, but I never, ever had to call them. I was literally updated every few days.

Then began a long, two month process where the dealer, Chrysler and the technicians at Jeep huddled over my vehicle attempting to fix the issue. Four major systems were replaced, first, the A/C Expansion Valve. Second, the power steering pump and third was the transfer case. All the while, they used everything at their disposal to isolate the problem: chassis ears, laptop interface where they could drive the vehicle and engage/disengage systems you can't normally toggle, etc. I was in utter awe over the time they put into it, never once saying "welp, we have no clue."

Now, I'm sure most of you winced at the "two months" I mentioned. Yes, I was without my Jeep for two full months (minus a few days). However, Jeep not only placed me in a rental the entire time at no charge, they refunded me two car payments. Yes, you read that right - I actually got two checks back from them for the full car payments! They also "upgraded" my warranty from the standard 3/36 to their MaxCare one (which I think is 5/75? I forget) for piece of mind after this was all done. Unbelievable.

All the while, Ingrid at Chrysler was constantly updating me and assuring me that they were doing everything they could do. I honestly never once felt like they were bs'ing me or stringing me along. Was I still worried? Yes, of course... I didn't want to end up with a non-fix, but Ingrid promised me that they wouldn't close the case until "I was satisfied." As an amusing side note, the service manager was so good at test driving the vehicle and knowing exactly how to get the Jeep to make that noise, he became sort of the official test driver on it (they didn't want to give it back to me until it was fixed). I never had to suffer the "okay, try it now, okay, try it now" nonsense of bringing it back and forth. It basically lived there for the entire time.

The story ends with the issue being escalated to Jeep's Engineering Team. Apparently my videos and all of the dealer's data were sent to them for analysis, and they came up with an idea... flip around the prop shaft on the vehicle (which apparently can be flipped) and test that. The service manager tried it and amazingly IT WORKED. The sound in those videos disappeared. The dealer then promptly ordered a new prop shaft, pulled the old one out and replaced it. Interestingly, the prop shaft that they replaced was a new revision of the part: the older prop shafts were ditched for some reason (mis-manufacturing/issues/etc.) and chucked out. When they delved into the pulled prop shaft, they found bad bearings were likely causing the noise. I kind of wish that the Engineering Team was more accessible for "mysteries" like this, as the dealer was working with a technical representative there at first. I'd imagine the Engineering Team is tiny, so they don't usually get bothered with issues? That's a mystery to me. Ingrid mentioned it's unusual to have issues escalated to them, so take that with a grain of salt.

I can safely (well, hope I am not cursing it, but what the heck) say that the issue is fixed... I haven't heard that noise in almost 2 months now. I think they really nailed it. It just goes to show you that the right dealer and the right people at Chrysler exist... you just have to perservere and keep pushing until you discover them. Took me a grand total of five months (three on misfires and wasted time at the initial dealers and then the two at the last one). It was initially a draining process, but I really dug my heels in and refused to accept defeat. I will again say that even though I was annoyed at not having my vehicle for two months at the end of this process, they treated me so well the entire time that I felt pretty comfortable. No, I wouldn't want to go through with it again, but if I had to, I know where to go and how to handle it.

Note I didn't mention dealer names here, because I am not certain if that's appropriate on the forums. If anyone lives in Maryland (DC area) and wants to be pointed to that last dealer, I will be glad to provide the information. And no, I don't work for Chrysler
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Old 01-27-2014, 12:05 PM
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Dude that's great story. I remember your posts on this noise. Can you go into bit more about what the prop shaft is? What system it's a part of etc. Would help others with same noise explain it better to their dealers. So glad it worked out.
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Old 01-27-2014, 12:20 PM
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Re: High-Pitched Tuning Fork Noise SOLVED

Quote:
Originally Posted by mceb View Post
Dude that's great story. I remember your posts on this noise. Can you go into bit more about what is a prop shaft? What system it's a part of? Would help others with same noise explain it better to their dealers. So glad it worked out.
You could Google it and see pictures and everything.

https://www.google.com/search?q=jeep...h=700&dpr=1.25



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Old 01-27-2014, 12:42 PM
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Re: High-Pitched Tuning Fork Noise SOLVED

Wow. Great deal for you. Some dealers go above and beyond.
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Old 01-27-2014, 12:58 PM
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Re: High-Pitched Tuning Fork Noise SOLVED

Like bill_de suggested above, I did the same. I just googled it and learned it as they were fixing things.

I believe that this part is connected to the transfer case (it's the part that carries the power from the engine to the transfer case - so it spins inside its housing essentially). That's why they thought the noise was the transfer case and tried replacing that first (chassis ears... the little microphones that are supposed to isolate noises... pointed them that way). I suspect that's why after the transfer case replacement didn't work, they moved on to the prop shaft (the "hip bone's connected to the ankle bone" logic if you know what I mean).
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Old 01-27-2014, 05:00 PM
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Great story and great outcome. So glad to see this happen. Puzzled though as to why some dealers know how to get Jeep involved and others don't. If this were the norm, there'd be a lot more satisfaction with the brand. Don't get me wrong; I am not complaining about my JGC. It's been flawless but I wish the same for everyone.
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Old 01-28-2014, 07:21 AM
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Re: High-Pitched Tuning Fork Noise SOLVED

Great story, and I too am glad your Jeep finally got fixed.

And I too had to "perservere" by calling Chrysler Customer Care and finally going to a third dealership just to get a couple TSBs implemented. IMO one of Chrysler's weakest links is it's dealership network.

You sure did luck out finding a decent Jeep dealership...more rare than a Bigfoot sighting in my area!
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