Dealer's service dept frustrating me
I have a 2014 Jeep Cherokee that I took in for an oil change a while ago. We have two Chrysler dealers in town, and it just turned out that I bought the Cherokee from one, I'll call dealer #1, and my Ram 2500 from the other, which I will call dealer #2.
So, the first story. I take the Cherokee in to get the OEM trailer hitch installed. I negotiated it and installation into the deal when I bought it. I get the Jeep back and they had installed the rear tow hook in upside down when they put it back on. So, I call them and make another appt to get that flipped, and book an oil change at the same time. Get the Jeep back and the tow hook is now installed correctly, but the oil life monitor hasn't been reset. So I look it up in the manual and reset it while I'm still at the dealer. Then I think to myself...hmmm...I wonder if they could have possibly forgot to do the oil change and THAT'S why the OLM hasn't been reset? So I go back into the dealership, go to the washroom to get a chunk of paper towel and go pull the dipstick. Nice clean oil - good...but they cap that covers oil filter access in the plastic engine cover is just sitting there loose, and the engine has been slightly overfilled with oil.
That was enough for me. Had I driven away, that could have fallen on the exhaust and melted or started a fire. I march back in and ask to see the service manager.
I tell him I'm pretty disappointed in their service and explain what I found. First the flipped tow hook, then the oil change issues.
He apologizes and gives me credit for a free oil change next time. I leave satisfied.
Now comes time for my truck to get an oil change. I also had been mailed a notice that it needed a reprogram for the keyless entry system or something like that. So I make an appointment at the selling dealer (dealer #2) and take it in at 7:30am when they open the day I am supposed to. My salesman had thrown in one free oil change when I bought the truck.
The service adviser tells me that his diesel guy will have to do the reprogramming - I correct him and tell him it's not a diesel, it's a 6.4L Hemi. To be fair, he hadn't heard it run and obviously didn't look close enough at the fender badges. As I talk to him, I think that MAYBE I should mention to make sure they put the proper oil in it when they do the oil change. He assures me they will in a dismissive kind of way.
I stand around for a few minutes waiting for the service shuttle to take me to work, then I think maybe I should be a little more specific. I go back to the service guy and explain that the new 6.4L Hemi takes only 0w40 synthetic oil - same as the SRT cars. He takes it sort of in stride, but I read from his reaction that he maybe didn't know this as it's a totally new truck engine for 2014 models, and most guys around here buy diesels.
Just as I am leaving to get on the service shuttle, I see my service guy go over to the oil change guys as my truck is rolling in and I overhear him saying "0w40 .....SRT" as he is pointing at my truck. Good enough - 'mission complete' I tell myself.
Soooooo....I go to pick the truck up at the end of the day and guess what's on my work order? "5w20 synthetic oil". :M IDIOTS! Now it's the end of the day, oil change guys are gone. Service guy tells me he thinks they just "billed it out wrong" but actually used the proper oil. He says he will talk to the oil change crew in the morning when they return and call me when he finds out.
After I left, I got a little more angry and called to talk to the service manager. Of course - he's on holidays this week. So I call my service adviser and leave him a voice mail explaining that I want the job redone as I have my doubts it was done properly. Once I get home, I also decide to crawl under and check the infamous front drive shaft joint that is supposed to get greased. There's even a decal on the rad support showing that it needs service and where it is. You guessed it....Bone dry :M.
Why can't these clowns do anything right? 3 easy jobs, all 3 were screwed up.
Now I know why I like to do oil changes myself. I'm just reluctant to as I don't want to give them any way to wiggle out of the warranty if I ever need it.
/rant
So, the first story. I take the Cherokee in to get the OEM trailer hitch installed. I negotiated it and installation into the deal when I bought it. I get the Jeep back and they had installed the rear tow hook in upside down when they put it back on. So, I call them and make another appt to get that flipped, and book an oil change at the same time. Get the Jeep back and the tow hook is now installed correctly, but the oil life monitor hasn't been reset. So I look it up in the manual and reset it while I'm still at the dealer. Then I think to myself...hmmm...I wonder if they could have possibly forgot to do the oil change and THAT'S why the OLM hasn't been reset? So I go back into the dealership, go to the washroom to get a chunk of paper towel and go pull the dipstick. Nice clean oil - good...but they cap that covers oil filter access in the plastic engine cover is just sitting there loose, and the engine has been slightly overfilled with oil.
That was enough for me. Had I driven away, that could have fallen on the exhaust and melted or started a fire. I march back in and ask to see the service manager.
I tell him I'm pretty disappointed in their service and explain what I found. First the flipped tow hook, then the oil change issues.
He apologizes and gives me credit for a free oil change next time. I leave satisfied.
Now comes time for my truck to get an oil change. I also had been mailed a notice that it needed a reprogram for the keyless entry system or something like that. So I make an appointment at the selling dealer (dealer #2) and take it in at 7:30am when they open the day I am supposed to. My salesman had thrown in one free oil change when I bought the truck.
The service adviser tells me that his diesel guy will have to do the reprogramming - I correct him and tell him it's not a diesel, it's a 6.4L Hemi. To be fair, he hadn't heard it run and obviously didn't look close enough at the fender badges. As I talk to him, I think that MAYBE I should mention to make sure they put the proper oil in it when they do the oil change. He assures me they will in a dismissive kind of way.
I stand around for a few minutes waiting for the service shuttle to take me to work, then I think maybe I should be a little more specific. I go back to the service guy and explain that the new 6.4L Hemi takes only 0w40 synthetic oil - same as the SRT cars. He takes it sort of in stride, but I read from his reaction that he maybe didn't know this as it's a totally new truck engine for 2014 models, and most guys around here buy diesels.
Just as I am leaving to get on the service shuttle, I see my service guy go over to the oil change guys as my truck is rolling in and I overhear him saying "0w40 .....SRT" as he is pointing at my truck. Good enough - 'mission complete' I tell myself.
Soooooo....I go to pick the truck up at the end of the day and guess what's on my work order? "5w20 synthetic oil". :M IDIOTS! Now it's the end of the day, oil change guys are gone. Service guy tells me he thinks they just "billed it out wrong" but actually used the proper oil. He says he will talk to the oil change crew in the morning when they return and call me when he finds out.
After I left, I got a little more angry and called to talk to the service manager. Of course - he's on holidays this week. So I call my service adviser and leave him a voice mail explaining that I want the job redone as I have my doubts it was done properly. Once I get home, I also decide to crawl under and check the infamous front drive shaft joint that is supposed to get greased. There's even a decal on the rad support showing that it needs service and where it is. You guessed it....Bone dry :M.
Why can't these clowns do anything right? 3 easy jobs, all 3 were screwed up.
Now I know why I like to do oil changes myself. I'm just reluctant to as I don't want to give them any way to wiggle out of the warranty if I ever need it.
/rant
