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Old 12-29-2013, 12:35 PM
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Glitches in Delivery - 2014 Durango Citadel

Well, I finally took possession of my 2014 Durango Citadel yesterday. But not without some heartache.

I was notified by the Dealer that it was "on its way" several days before Christmas, and that it might be available to me before Christmas. VOTS was woefully useless in receiving updates, so those of you watching their website -- Good Luck With That!

The Citadel arrived on 12/26. My Sales Rep sent an email at 1pm asking when I wanted to pick it up. I said 5pm, since I was in deep southern Maryland visiting family and had to coordinate dropping off my current Ridgeline, getting a ride to the Dealer, etc. He said "No problem!" Then I asked if they could supply me with a dealer tag so I could transport my Ridge to my brothers house after transferring my tags from it to my Citadel. "No dice, in that regard." he said.

So I called the Sales Manager. I had actually been dealing with him most of the time, anyway. He said "No dice with a dealer tag -- but there's no way your Citadel will be ready today, anyway. The Sales Rep jumped the gun on that. We must prep it first." But fair enough. I expected his call by 11am the following day.

At 11am, no call, yet. I should have realized there was a problem then. I contacted him by email. It took an hour to tell me he was waiting on his Prep Team to give him a time. At 1pm he wrote, telling me it would be 5pm. Wow! A day and a half, so far, for Prepping this SUV. But I bit my tongue and arranged my family to meet me at the dealership so they could drive my Ridgeline home (I was gifting it to my brother). A short time later, the Dealer calls and says it will be 6pm. I notified my niece of the latest update, as we both would be fighting Rush-Hour traffic on a Friday to get to Bowie, Maryland -- with her driving down from Baltimore (about an hour away).

But at around 4:00pm, I then get another call telling me "It ain't happening today. And maybe not until the middle of next week." Reason? They discovered a "cross-threaded wheel stud" on the right rear wheel. They had no parts because they are in a temporary facility (being a new Dealership at that location). They would have to order parts. Their Service Dept. does not work on weekends (if you can believe that!). They had not even ordered parts, yet. They were talking Wednesday or Thursday of the following week. Which sounded like BS, but what am I going to do?

I bit my tongue, again, trying to be fair, and also a nice guy. But that night -- by 9pm -- I was thoroughly pissed because none of this made any sense to me. How can a stud fix take a full week? A friend called on Saturday (yesterday) and heard my tale of woe. He's more mechanically-experienced than I am. He explained where there were tons of holes in this story and told me to get off my ass and go see what's really happening. Twenty minutes later, I was on my way to the Dealer with my camera -- to either document the problem and get some better answers, or to cancel the vehicle.

I walked into the Dealership at 2pm yesterday -- only to be told, Lo, and Behold!!, my Citadel was ready and simply needed to be cleaned! In fact, the Sales Manager showed me his computer monitor, and he was smack in the middle of responding to my angry email from Friday night. Instead of eating lunch while I waited, I ran home and retrieved my papers to go to closing. And I was out of there, finally, at 6pm (following the cursory walk-around, visual inspection, introduction to the controls, etc.). The Dealer volunteered to let me leave my Ridgeline there and they will deliver it to Catonsville on Monday.

Questions are...
1) Do I need to worry about that repair? It is covered "as new" under Chrysler's Warranty, according to the Dealer.
2) It's raining today, so I really don't want to pull the wheel off -- but is this a good idea? If so, what should I look for?
3) Has anybody heard of such a strange thing before with a factory-built unit? The Sales Manager claimed he spotted one of the Lug Nuts not fitting flush with the wheel hub, but it was tight to the bolt. They supposedly had to pull that bolt because it was a wrong one from a different vehicle or year. I thought parts like this were installed by machine, and mistakes like this could NOT happen on the Assembly Line.
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Old 12-29-2013, 12:42 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

I seriously doubt THAT one.

If it was crossthreaded, it would have never passed torque and angle specs, would have been recorded in our system automatically and wouldn't have shipped until repaired. Does it happen? I know for a fact that it does. But shipped like that?

Yeah, no.

Wrong one from a different vehicle or year?

I'd ask to see the part he claims was wrong...

Would I WORRY about it if this was true?

Not at all.
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Old 12-29-2013, 01:26 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

Quote:
Originally Posted by Marlon_JB2 View Post
If it was crossthreaded, it would have never passed torque and angle specs, would have been recorded in our system automatically and wouldn't have shipped until repaired. Does it happen? I know for a fact that it does. But shipped like that?

Yeah, no.

Wrong one from a different vehicle or year?

I'd ask to see the part he claims was wrong...

Would I WORRY about it if this was true?

Not at all.
This is EXACTLY the answer my friend at work gave. So, my question is this: How can I find out specifically what was done? The Sales Rep said the repair was already recorded in the database related to this vehicle. Can I call Dodge Customer Service to get an answer?

My friend believes the local Prep Team screwed this up, and then wasn't sure how to fix it. The Dealership is not fully-functional, yet. They have no on-premises inventory of parts, no repair staff and no service bays. They are in a tent building waiting for their new building to break ground. In the meantime, all Prep and Service is done at a local Chevrolet Dealer within the Ourisman family of vehicles (I believe it belongs to them).

When I pressed the Sales Manager his answer was "Well, I'm not a mechanic so I don't know what they really did." Methinks there is definitely a detailed explanation within the system, and that he knew all along what was going on. He actually hinted that "Do we want to know what goes on behind the scenes prior to delivery? Probably not!" -- and explained that things like this "...happen all the time -- deliveries rarely go smoothly right off the railcar or truck."

All of which makes me worry more because my friend described a process whereby there's a secondary compression plate behind the actual wheel hub that the wheel stud goes into. "If it had to be decompressed in order to release the stud -- and that entire hub assembly was never replaced -- then I wouldn't touch that vehicle with a ten-foot pole!"
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Old 12-29-2013, 02:10 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

Your friend told you that because what we said is true.

In-Plant records are dumped as soon as it hits KZ. It will not hit KZ unless every RECORDED issue is fixed and something like this is recorded by computer, not the human eye so I don't understand how it left like that. It would have also resulted in a line stop!

I think there was another issue and he's NOT telling you the truth.

I think this whole story is a lie. Something else was the problem. I personally do NOT think they even received it when they said they did.

Enjoy your Durango.
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Old 12-29-2013, 02:22 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

I've been at JNAP for 3.5 years now. We have built COUNTLESS vehicles, and I have NOT heard of ONE situation where a computer controlled tool has NOT reported an issue to repair. With all the beeping and sirens, screeching, line stops, moaning and groaning, yelling, bleeding, sweating, etc that follow even ONE newton meter UNDER specification, I can't see how this would happen.

The first time it happened to me, I didn't know what the heck was going on!
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Old 12-29-2013, 02:40 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

Yeah... it sounds fishy. But how can I find out the real story?

I described the computerized assembly technique to him and the Sales Manager acted like he had never heard of them using such equipment. He said "Wow! You know more about these things than I do!"

Uh-huh. Sure.
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Old 12-29-2013, 04:12 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

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Originally Posted by UncleGuy View Post
Yeah... it sounds fishy. But how can I find out the real story?

I described the computerized assembly technique to him and the Sales Manager acted like he had never heard of them using such equipment. He said "Wow! You know more about these things than I do!"

Uh-huh. Sure.
Only they know the truth.

Here's what *I* would do...

Go to ANOTHER dealer, and ask the service department for a VIP Report. Give them your VIN and they will ask for your last name. If there's been any reported WARRANTY repairs, they'll be listed on there.

Why not go to YOUR dealer? They may know you're up to something and will hassle you about it.
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Old 12-29-2013, 04:24 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

chances are they tried to put on mopar locking lugnuts and stripped the thread

on my durango, when i went ot unscrew the mopar locking nut, i found the threading was a bit stripped. They had it on the vehicle before i could say no to them. I put my stock nuts back on. I still got pieces of metal in my finger from accidentally touching the stripped thread.
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Old 12-29-2013, 04:31 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

Quote:
Originally Posted by ufokillerz View Post
chances are they tried to put on mopar locking lugnuts and stripped the thread

on my durango, when i went ot unscrew the mopar locking nut, i found the threading was a bit stripped. They had it on the vehicle before i could say no to them. I put my stock nuts back on. I still got pieces of metal in my finger from accidentally touching the stripped thread.
Oh yeah! Then there's that too.

Still doubt it though.
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Old 12-29-2013, 06:34 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

Thanks for all the input, everybody!

A few friends at work are always amazed the things I learn in these Forums. When I bought my 2008 Ridgeline I was already a member there for 8 months before I bought. Just to learn whatever I could.

I still remember my employer saying "Why would anyone join a Forum before they buy a vehicle?" I had no idea how to point out the obvious to him. I just nodded and said "Yeah... you're right. I'm a complete dumbass. If I only had a brain!"

Hence, my avatar.
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Old 12-29-2013, 07:29 PM
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Quote:
Originally Posted by Marlon_JB2 View Post
Your friend told you that because what we said is true.

In-Plant records are dumped as soon as it hits KZ. It will not hit KZ unless every RECORDED issue is fixed and something like this is recorded by computer, not the human eye so I don't understand how it left like that. It would have also resulted in a line stop!

I think there was another issue and he's NOT telling you the truth.

I think this whole story is a lie. Something else was the problem. I personally do NOT think they even received it when they said they did.

Enjoy your Durango.
My guess is that you're right. OP's, car wasn't delivered when they said it was. Or the dealer messed something up on delivery and needed time to fix. I think it's the former though.

Another possibility: How many durangos do they have in stock? If yours was the only one, or the only citadel, perhaps they were using it for test drives? How many miles were on it?

Haven't taken delivery on mine yet, but i do understand that delivery usually doesn't go perfect. There's always something, just got to hope it's minor.
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Old 12-29-2013, 07:41 PM
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Re: Glitches in Delivery - 2014 Durango Citadel

It had 11 miles on it. They may have been swamped with prepping new vehicles and thought I might wait. But when they left the idea that it might take a full week longer -- that was worrisome.
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