Frustrating dealer visit!

[Ramjob]

Hello all, I just perched a new 2020 1500 about three weeks ago. I would like to share my first visit to the dealership for the chirping or rattle sound coming from front wheel Area when going over bumps. Showed up to my appointment and first thing Service manager asked me was it making this noise before you put the new wheels and runningboards on, I immediately thought here we go. As I explained to him that it had been hotter than hell since I receive my truck I have not had the windows down to notice the noise, but after doing some research on this website I found the answer ( go over bumps without applying brakes and you hear it, go over bumps with brakes slightly depressed and no noise!) I did all the leg work for him, showed him the article and the next thing I knew, they had it up on a lift trying to get something to rattle or chirp. He then told me it was my running boards, with out even taking it out for a test drive. I am now starting to get pissed knowing damm well what the cause was and they continued to ignore me on the actual problem. So after some back and forth, they took it for a test drive, came back and asked if they could take the running boards off and drive it again, I told him to pull the runningboards and all four doors if they wanted to and they’re still going to hear the sound, but when they returned he said the noise had stopped with the running board off reinstalled the running board and told me to have a nice day. I reinsured him I was not gonna have a nice day and that the noise is still there I took one of the mechanics with me for another test drive. I found the roughest country road I could find, Made the mechanic ride in the drivers Side backseat and Proceeded to do what I have outlined in the parentheses above! He agreed that was were the sound was and five minutes after the wheel was off he came and told the the Head Service guy that I was right and had him look for himself. Shortly after that he had ordered all new brake parts, pads, pins, etc. and will be done under warranty. I am 63 and he seemed to be in his 20s, as I departed I reminded him that I had been doing this kind of stuff way before he was even born and how he alone had taken my confidence level And trust from a 10 to a 3 In there Service department! Way does it always seem to go this way?

 

[star_deceiver]

I loathe going into the service department myself.

There’s always someone yelling at a service writer, someone whining ‘that’s HOW much?’ Mechanic with broken parts in hand - here’s the problem... Service manager - really, how did he break that?

There is definitely a procedure to run through to get legit problems fixed.

 

[jasonw]

Yup. Once I overheard a service advisor trying to explain how brakes work to a guy and his wife.

"You're front brakes wore down so fast because your rear master cylinder blew, meaning your rear brakes were not working at all. So to replace your front pads and rear master cylinder, it'll be $***."
There was a pause, then the young guy asked, "Do we really need rear brakes?"
The service advisor just stared him blankly for a moment, as I would have, wondering "did he really just ask that question?"

I try to cut them some slack, as they usually catch those types of folks daily, but there are also bad ones, as the OP ran into. However, constructive criticism here for a moment, this does not help...

...as I departed I reminded him that I had been doing this kind of stuff way before he was even born...

...as rather than learn from the experience, by you rubbing it in his face, he is more likely to remember it as a negative experience, and also you in a negative way. Its the kind of thing, that when young people hear it, they'll say "OK boomer" and move on, not listening any further and not wanting to help you any further (whether you're actually a boomer or not). Won't help with the next service visit.

If instead you had simply accepted your victory over him gracefully, and simply thanked him for his time and efforts (as little as they were before you forced them to see your point), you're much more likely to be given better service next time. Granted, it should not have needed that much effort to begin with, but the point still stands.

My two cents.

 

[tones2SS]

Yup. Once I overheard a service advisor trying to explain how brakes work to a guy and his wife.

"You're front brakes wore down so fast because your rear master cylinder blew, meaning your rear brakes were not working at all. So to replace your front pads and rear master cylinder, it'll be $***."
There was a pause, then the young guy asked, "Do we really need rear brakes?"
The service advisor just stared him blankly for a moment, as I would have, wondering "did he really just ask that question?"

Rear brakes are overrated anyways!!
lol

 

[Ram 1970]

Way does it always seem to go this way?

You want to hear an outrageous story with the service center? Okay!

I owned a 2013 turbocharged Santa Fe before this Ram. Everything was fine until my second year with it. All of a sudden one night, the oil light blazed to life. Caught me completely off guard. Stopped and checked, no oil. It took 4 quarts (holds 5) to fill it back up. I get it home (30 miles) and look again...2 quarts low. Took it to the wondrous Hyundai service center in Dothan, Alabama. They checked it out and told me it was leaking all that oil from the oil cap. THE OIL CAP! Told me they fixed it. ......uh huh.....

Drove the car to work over the weekend. Burned through $100 of oil in that time. Took it back on Tuesday. Once again, they tell me, "it is leaking from the cap. we're gonna order you a new one". I went off on the service manager and said, "Did you even lift the damn car up and check!!!???" No, he didn't. I escort his sorry ass out to my car in the service area, told the mechanic to lift the car up. Got it in the air and told him to look at the turbocharger oil feed tube (found out over the weekend that they have been splitting on these engines). He gets under the car with a light and looks. "Yep, the feed tube is split and leaking all that oil out". I turned to the manager and said, "Oil cap, eh?" and walked back into the waiting area.

There's more to that story (the aftermath of paying, warranty and other ****), but it's just not worth raising my blood pressure any higher.

 

[Kimem01]

I understand your frustration. I have had my 2019 Ram 1500 in for a dead battery twice and the service manager asks if I had left the lights on. I reminded him they are automatic and turn off on their own. Last visit today for dead battery, again, was total waste of time and I was treated like an idiot. I did not have a condescending attitude, but like yourself I only want my $60k truck to work. Now that I changed the battery myself, the dash is lighting up with errors and I'll have to go in to have those twits reset the thing. I'm seriously considering a toyota....

 

[Ramjob]

Update: returned to my dealer today to have the brake parts replaced & to replace the loose Tailgate support cable. I also took my neighbor with me because he was wanting a new truck and after doing Several different builds with many different brands of 1/2 ton pick ups I convinced him that he would be getting more bang for his buck if he got a RAM. While he was doing his thing with my sales person my truck was being repaired, he ended up buying a new truck there and the Service manager told me mine was ready to go. On the way home I found a bumpy road to see if the repair to the brakes worked, to my delight no more noise. Upon arriving at home my new license plates came in so I lower the tailgate to lay some tools on, and to my surprise, now the opposite side support cable had a lot of slack, I just laughed and called the dealership again and told him the problem he apologized ordered me another cable and Assured me that they would get to the bottom of this. By the way when I arrive that morning the service manager did not try to avoid me like the plague and appeared happy to see me and after my neighbor purchased his new vehicle from them (On my recommendation) I received a $100 gas card!

 

[pacofortacos]

I understand your frustration. I have had my 2019 Ram 1500 in for a dead battery twice and the service manager asks if I had left the lights on. I reminded him they are automatic and turn off on their own. Last visit today for dead battery, again, was total waste of time and I was treated like an idiot. I did not have a condescending attitude, but like yourself I only want my $60k truck to work. Now that I changed the battery myself, the dash is lighting up with errors and I'll have to go in to have those twits reset the thing. I'm seriously considering a toyota....

Does your truck sit for extended periods?

 

[NorthStar1]

Proof it still applies 116 years later - speak softly and carry a big stick; you will go far.

 

[Dodge 1500 4X4]

Honey goes further than Lemons!!!

 

[Tach_tech]

One of the issues is that when vehicles are under warranty a dealer can’t just go ahead and do a repair the customer chooses based off a Internet forum without a tech diagnosing it first. If they did that and it didn’t fix it, FCA would 100% deny that claim and the dealer would have to fit the bill for the parts and labour.

From a tech point of view I can’t count how many times a customer has come in, refused a diagnostic and said “ replace part X”. Only to have that not fix it and now they’re mad because their problem isn’t fixed.

Techs/dealer employees are always a little weary when customers come in saying things like “ I know what I’m talking about, I’ve worked on cars for 50 years, my brothers,cousins, former roommate is a mechanic and he said it needs x part replaced etc.” I am in no way saying the OP fits that’s category, he was right this time. I’m just ex playing why this sometimes happens, even though it shouldn’t.

Just because someone’s done something for a long time doesn’t make them an expert. I once had a heavy duty tech accuse me of making up parts cause I told him his car needed a clockspring. Respect and admiration has to be earned but we should also always be willing to listen to people with more time on this earth than us.

Again not accusing OP of anything just giving some insight from the other side of a dealer.

 

[dhay13]

Back in the late 80's I had a 1985 S10 Blazer that had a miss. Took it in and dropped it off. They called at the end of the day to pick it up. Get there and they tell me they couldn't find anything wrong then handed me a bill for $28. I asked what they did to diagnose it. They said they drove it around the block then they opened the hood and sprayed water on the engine. That's it. I refused to pay the bill and left.

Step-son just took his 2018 GMC Sierra 1500 in. He had replaced the brakes and rotors the whole way around with 28,000 miles on it. They were the worst that I had ever seen. So he left the old ones in the box in back of the truck and told the service manager he wanted him to look at them and document it in case the new ones went bad too. The reason he took it in is when it downshifts if feels like he is getting rear ended. He mounted a GoPro under his truck to show the violent jerking in the transfer case when it downshifts. So service manager calls and leaves a voicemail saying his brakes look brand new (yeah, he put them on 2 weeks ago). So he tells him this again. Then he says they checked everything and can't find and issues with the trans and couldn't replicate it. Well he has a dashcam so he watched it when he got the truck back home. First the mechanic driving said it must be a short **** driving it since he had to move the seat and mirrors. Then the guy in the passenger seat also complained about the downshifting. The one in the drivers seat said he felt it but didn't think it was that bad. The one in the passenger seat said it was pretty violent. So they both agreed that they could feel it and that it wasn't normal but the service manager told him they couldn't replicate it. He called GM and filed a complaint. This was just a few weeks ago.

 

[Anonymous007]

Update: returned to my dealer today to have the brake parts replaced & to replace the loose Tailgate support cable. I also took my neighbor with me because he was wanting a new truck and after doing Several different builds with many different brands of 1/2 ton pick ups I convinced him that he would be getting more bang for his buck if he got a RAM. While he was doing his thing with my sales person my truck was being repaired, he ended up buying a new truck there and the Service manager told me mine was ready to go. On the way home I found a bumpy road to see if the repair to the brakes worked, to my delight no more noise. Upon arriving at home my new license plates came in so I lower the tailgate to lay some tools on, and to my surprise, now the opposite side support cable had a lot of slack, I just laughed and called the dealership again and told him the problem he apologized ordered me another cable and Assured me that they would get to the bottom of this. By the way when I arrive that morning the service manager did not try to avoid me like the plague and appeared happy to see me and after my neighbor purchased his new vehicle from them (On my recommendation) I received a $100 gas card!

Of course he wasnt avoiding you, you brought them a customer [emoji16]


Sent from my iPhone using Tapatalk

 

[Drock2k1]

Funny, is this squeak a common thing? Mine just started doing it (300 miles) and I wondered if I was just going crazy.

 

[reyn3545]

My 2019 1500 has had that well documented knock in the front suspension whenever I make a turn. On its very first trip back to the dealer, I told them about it, and pointed to a service bulletin that discusses it. The nice service writer called me back at the end of the day and said that they could not replicate any knocking noise. She went on to say that they were able to create a rubbing noise if the wheel was turned fully either way, the wheel would rub on the steps. The factory installed self-deploying steps.

When I went to pick the truck up, I asked the service writer to show me what she was talking about... they brought the truck out, opened the door (extending the step) and turned the wheel... it never got closer than probably a foot from the step. It's been almost 30K miles now, and the suspension still knocks every time I make a turn... hopefully some day a wheel will fall off and I can sue them.

 

[2019RamInSC]

Life lessons.

It always amazed me.
The older I became. The smarter my Father became .
Hmmmm.......

Go ahead think about if you have to

 

[Sherman Bird]

My 2019 1500 has had that well documented knock in the front suspension whenever I make a turn. On its very first trip back to the dealer, I told them about it, and pointed to a service bulletin that discusses it. The nice service writer called me back at the end of the day and said that they could not replicate any knocking noise. She went on to say that they were able to create a rubbing noise if the wheel was turned fully either way, the wheel would rub on the steps. The factory installed self-deploying steps.

I bought a brand new 2008 F-150 Lariat CC with the 5.4L on the last day of July, 2008. Gas was going for 4.25 a gallon and they couldn't give those gas hogs away. I didn't care because I drove so little.... and I got a smoking deal on the truck. Fast forward about 6 months: I get in the truck which was equipped with EATC (Electronic Automatic Temperature Control).... I push the "AUTO" button and could hear the servo motor for the mode going "click click click........ from behind the radio pod.

I took it in and told them what was wrong.... I'd scanned the EATC module! Next day, hapless Service Writer calls and informs me that they "could not duplicate the concern".... to which I asked if this was evaluated inside their shop.... and he confirmed that, yes it was. I asked him very nicely to take the truck into the nice, quiet neighborhood just behind their location and roll up the windows, turn off the radio, and put the blower on "Low", and listen carefully. He called a few hours later and said it was fixed!
When I went to pick the truck up, I asked the service writer to show me what she was talking about... they brought the truck out, opened the door (extending the step) and turned the wheel... it never got closer than probably a foot from the step. It's been almost 30K miles now, and the suspension still knocks every time I make a turn... hopefully some day a wheel will fall off and I can sue them.

 

[lazer]

Yup. Once I overheard a service advisor trying to explain how brakes work to a guy and his wife.

"You're front brakes wore down so fast because your rear master cylinder blew, meaning your rear brakes were not working at all. So to replace your front pads and rear master cylinder, it'll be $***."
There was a pause, then the young guy asked, "Do we really need rear brakes?"
The service advisor just stared him blankly for a moment, as I would have, wondering "did he really just ask that question?"

I try to cut them some slack, as they usually catch those types of folks daily, but there are also bad ones, as the OP ran into. However, constructive criticism here for a moment, this does not help...



...as rather than learn from the experience, by you rubbing it in his face, he is more likely to remember it as a negative experience, and also you in a negative way. Its the kind of thing, that when young people hear it, they'll say "OK boomer" and move on, not listening any further and not wanting to help you any further (whether you're actually a boomer or not). Won't help with the next service visit.

If instead you had simply accepted your victory over him gracefully, and simply thanked him for his time and efforts (as little as they were before you forced them to see your point), you're much more likely to be given better service next time. Granted, it should not have needed that much effort to begin with, but the point still stands.

My two cents.

You know better yet he should have listened to the service manager, not questioned him and just lived with the noise on a new truck.

 

[Kimem01]

One of the issues is that when vehicles are under warranty a dealer can’t just go ahead and do a repair the customer chooses based off a Internet forum without a tech diagnosing it first. If they did that and it didn’t fix it, FCA would 100% deny that claim and the dealer would have to fit the bill for the parts and labour.

From a tech point of view I can’t count how many times a customer has come in, refused a diagnostic and said “ replace part X”. Only to have that not fix it and now they’re mad because their problem isn’t fixed.

Techs/dealer employees are always a little weary when customers come in saying things like “ I know what I’m talking about, I’ve worked on cars for 50 years, my brothers,cousins, former roommate is a mechanic and he said it ...needs x part replaced etc.” I am in no way saying the OP fits that’s category, he was right this time. I’m just ex playing why this sometimes happens, even though it shouldn’t.

Just because someone’s done something for a long time doesn’t make them an expert. I once had a heavy duty tech accuse me of making up parts cause I told him his car needed a clockspring. Respect and admiration has to be earned but we should also always be willing to listen to people with more time on this earth than us.

Again not accusing OP of anything just giving some insight from the other side of a dealer.

I appreciate you sticking up for the techs. I suppose you worked in a service dept? I understand everything you talked about, the know-it-all customer, etc. Problem is, there are times when things are handled incorrectly and this was one. I wasn't impatient nor angry with anyone. However, when the Service Manager didn't bother to look up from his paperwork but just tell me he heard my conversation and couldn't help me, I do believe that was a lack of professionalism not to mention just plain discourteous. Dealer service depts already have a bad reputation, why live up to it? Even the guy in the parts dept who heard all that happened apologized for my treatment and he had nothing to do with it. You are 100% correct about the respect is earned, however, courtesy is not. Just sayin'...

 

[Tach_tech]

I appreciate you sticking up for the techs. I suppose you worked in a service dept? I understand everything you talked about, the know-it-all customer, etc. Problem is, there are times when things are handled incorrectly and this was one. I wasn't impatient nor angry with anyone. However, when the Service Manager didn't bother to look up from his paperwork but just tell me he heard my conversation and couldn't help me, I do believe that was a lack of professionalism not to mention just plain discourteous. Dealer service depts already have a bad reputation, why live up to it? Even the guy in the parts dept who heard all that happened apologized for my treatment and he had nothing to do with it. You are 100% correct about the respect is earned, however, courtesy is not. Just sayin'...

I completely agree. There’s a certain way to handle these kinds of situations, and it appears they didn’t do it properly. I was not making excuses for the way they handled it, just wanted to give some insight as to why it may have happened that way. I’ve been a dealer tech for 15ish years now so I can see these situations from both sides. The system has gradually gotten worse and worse since I started.