Dealer woes...

Eric 951 · 09-09-2013, 10:59 AM

The reason I prefer to do my own wrenching when possible.

90 Landcruiser I just did a front-end rebuild (new tie rod ends and steering stabilizer). I messed up the indexing on the driver's side tie rod when putting everything back together. I tried aligning the rig myself using the string/board method, but decided to have a "pro" do the work instead. Local Firestone couldn't do it since they "don't have the specs" for this year/model. They suggest the dealer--there is one near by and the quoted cost was around 100 bucks--for a front end aligment--I told them the deal, I just replaced all tie rods and the indexing was out and eneded an alignment was told "no problem"
I drop it off last week. While in their shop, they call and indicate that the driver's hub is "out of spec" but is adjustable. Thought that was odd, but they said they could adjust it for another 40.00--gave them the okay.

Picked the rig up last week. I had to pick it up after hours because of work. On the drive home, seems to track fine, but the steering wheel needs to be held at a slight angle to track straight--they didn't center the wheel when doing the alignment.
Then I notice my jeans are wet--it appears that they had left the window down at some point during the rains, since when I pulled the seat cover up, the foam was wet on the left side of the seat(at least I hope it was rain)

Then when i got home I noticed that they had snapped one of the bolt heads off the hub (leaving the broken bolt in-place)and it appears they used some piece of equipment which flat-spotted a couple places on the hub itself.

Service manager said to bring the rig back and they would center the wheel--I haven't heard back yet regarding the broken bolt or flat-spots on the hub. This kind of "service" just irks me. The car is no show queen by any means, but to break a bolt and not even mention it just bothers me. I am debating if I even want them to touch it again to fix the steering issue.
Pics

flat spots

john70t · 09-09-2013, 11:42 AM

Someone beat the wheel on with a hammer.

People should take time-stamped pics before going in for service.

legion · 09-09-2013, 05:17 PM

Quote:

Originally Posted by john70t

People should take time-stamped pics before going in for service.

That presumes that you can reasonably predict what they will screw up before hand.

HHI944 · 09-09-2013, 06:20 PM

I just got my Jag back from dealer 'service' today.....I dropped it off in July initially.
In July, I dropped it off for an Air Suspension fault diagnosis and tranny fluid flush. (This was after them refusing to diagnose the suspension for two weeks and me replacing $1000 in parts trying to figure out the problem) On the way there my AC fan speed controller fried.
Pick it up and they tell me that the suspension just needed recalibrating.
Drive home then go to run errands later that night and I have an ABS Fault, goes back to dealer.
Wheel speed sensor and recalibrate suspension again.
Pick car up, drive home, go to run errands and the parking brake shows a fault. At this point, I did a little digging in the car and online and find an electrical connector under the rear seat that had gotten wet due to a clogged sunroof drain. Check schematics... and whadda ya know, the air suspension height sensors, ABS sensors and parking brake all run through that harness.
So, I take it back and ask them to check the harness and diagnose the problem. They tell me the harness/connector is fine and the park brake actuator needs replacing....and advise me that I can get a used unit from Coventry West for considerably less and there's no need in going new for this given the mileage of my car.
Whatever, fix my damn car.
They call and tell me they're done installing the park brake actuator.....but it's bad. I go to pick up the car and find that they hadn't actually finished the job because they hadn't properly realigned the rear subframe and it was causing significant toe issues on the rear wheel.
The GM of the dealership sees that I'm about to go postal at this point and steps in offering very large discounts on replacing it again with their new part. I also have the thermostat housing replaced at this point. Asked again if they'd check out the connector, they tell me it's fine...
Pick up the car with the new part in and don't end up having to out of pocket much more than the thermostat job would have cost.
Get home and the park brake fails, suspension fails and errors start going all over the place.
Take it back, now we're at almost 3 weeks ago.
They tell me they'll check it out and call me later in the day pronouncing that connector the problem like a proud 6 year old... I groan and tell them to fix it (The GM has assured me this repair is on the house)
They order the part, takes a few days to come in......they ordered the wrong part.....
They order the right part and tell me it'll be a few days....
That time frame elapses and they tell me that the part is backordered.....from england.....
Finally, last friday, the part shows up.....car done today and they call me at 4PM wanting me to come out and pick up my car so they can have the loaner back because they're short on loaners.
Screw it, I want my car back so I go...
pick my car up and while I'm driving home get a voicemail that they're charging me a cleaning fee because the truck was dirty.
I flipped. Called the service manager and told her that if they charged my card I'd file a charge back. Explain that their loaner contract permits two full days past completion of repair before I have to turn the loaner in and that I'd turn around, take it home and wash it myself.....returning it at the very end of business on Wednesday.....she relents

onewhippedpuppy · 09-09-2013, 07:04 PM

Why I DIY, and only trust a few places to do alignments and tires. VERY hard to find a good shop, it's why many of our good local indies have a 2 week backlog.