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Dealer repair - what would you do?
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Jyoti
New User
Oct 29, 2009, 6:56 AM
Post #1 of 11
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Dealer repair - what would you do?
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1999 Chrysler LHS, 6 cyl, 66066 mileage.
Instrument cluster began failing intermittently and then fan/blower (hot/cold) came on at random. Dealer/repair ran diagnostics and said it was BCM. Replaced BCM to the tune of 800+. Problem NOT fixed, exactly the same problem within 24 hours. Dealer/repair has car again and now says it's the TCM and needs replacement at part cost 200+ but will not charge again for labor.
When questioned specifically about repair guarantee and about having to pay for another part because problem was not the first part they replaced, response was "they are all connected." As of this moment, Chrysler has the car and await our permission to replace TCM.
It is my lay person opinion that as is often the case in electrical issues, they are using process of elimination to find the problem and we are being asked to pay for them to figure it out as they go.
What would you do? By the way, owner is my 80-year-old mom and they have been dealing with her up until this point. They are about to meet the daughter for the next go-round.
Thank you all sincerely for taking the time to consider this issue.
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Hammer Time
Ultimate Carjunky
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Oct 29, 2009, 7:40 AM
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Re: Dealer repair - what would you do?
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It sounds like your dealing with a bit of incompetence at the dealer and they are trying to bury it so they don't lose any money. What you need to do now is move up the chain of command. Demand to speak to the Service Manager and see what he'll do for you. If you have no luck, move up higher to the General Manager. Someone needs to eat the price of that BCM that was misdiagnosed.
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We offer help in answering questions, clarifying things or giving advice but we are not a substitute for an on-site inspection by a professional.
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re-tired
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Oct 29, 2009, 8:17 AM
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It is hard to second guess another techs work . I have been both a dealer tech and a customer . Without having the work order and tech report it is impossible to back you or the dealer. I can tell you that the systems are inter-connected electrically and they do "talk " to each other . I also can say that dealers take returns or as mechs say comebacks seriously . If you feel like your not getting fair treatment ask to see the SEVICE MANAGER . His main fuction is customer relations. Here is some info on your car: 1999 Chrysler LHS complaints, problems & defects information | CarComplaints.com
LIFE'S SHORT GO FISH
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Hammer Time
Ultimate Carjunky
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Oct 29, 2009, 2:50 PM
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When a tech at a dealership makes an $800 misdiagnosis, they will make every excuse they can come up with to avoid having to refund that money. If you believe them, then they have succeeded. The service adviser is trying to cover for the tech. You need to speak to someone in management. The squeaky wheel gets the grease.
Yes, these modules communicate with each other but that's not your issue and even if it was, it was still a misdiagnosis.
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We offer help in answering questions, clarifying things or giving advice but we are not a substitute for an on-site inspection by a professional.
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re-tired
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Oct 29, 2009, 6:49 PM
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I agree that she needs to go up the chain and state her complaint. Thats why i advised her to go to the Service Manager not the advisor . In the dealership i worked for every effort was made for customer satisfication. Several times involveing new cars another car was given . Buying back a part was not a problem and if the tech was at fault his hours were docked . Sometimes it was mis-communication or a faulty write up (advisor) if the dealer is a bad apple ,thats what lawyers were invented for.
LIFE'S SHORT GO FISH
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Jyoti
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Nov 12, 2009, 12:36 PM
Post #6 of 11
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Just wanted to leave followup for those who took time to respond - dealership kept car a week - apparently it was the TCM. There was no further charge, and thus far the car is back to normal.
The advice found here was on the money. I got my ducks in a row and stated the case to management from start to finish. I know this will bring a knowing smile to you - the first response to the situation by management was that the 'tech' who made the call stating another part at our expense was necessary was "new" and should not have had the responsibility of making that call to us. I made absolutely sure I understand what I was discussing before I made the contact, and I kept the conversation professional but firm in my resolve that the initial repair was, in fact, a potential misdiagnosis and a separate entity from the actual problem and therefore adding yet another charge to repair the car was not acceptable. Thank you all again.
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DanD
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Nov 13, 2009, 5:29 AM
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Good for you and the dealership’s handling of the situation. It’s never easy admitting to a mistake but by the way you handled yourself (keeping the conversation professional); just goes to show us that keeping a line of communication open, is always the best route. For the lack of a better term; you gave them some wiggle room and they responded appropriately.
You’ve got my respect and thank you for posting the outcome.
Dan.
Canadian "EH"
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re-tired
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Nov 13, 2009, 6:17 AM
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Words of wisdom from Dan D . Kudo's to the great state of Canada . 
LIFE'S SHORT GO FISH
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Tom Greenleaf
Ultimate Carjunky
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Nov 13, 2009, 8:22 AM
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Laugh - Canada is a country and Ontario one of 13 provinces not states - love the place but a bit over a 5 hour drive to get to Quebec Province thru Highgate, VT. J'taime Montreal and have been there a zillion times!
One more rotten election here (US) and Canada will be my new address. I'd probably pick PEI (Prince Edward Island) or Nova Scotia or brush up on mon Francais and go to Montreal!
T
(This post was edited by Tom Greenleaf on Nov 13, 2009, 8:32 AM)
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re-tired
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Nov 13, 2009, 3:12 PM
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Tom , you do know what i stated about the great country of Canada was in jest ? Dan D is a maple syrup loving friend (I hope) from a long ago auto site . I've been to Montreal and several mining operations in the northern territories on business trips . It's a beautiful COUNTRY all kidding aside.
LIFE'S SHORT GO FISH
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Tom Greenleaf
Ultimate Carjunky
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Nov 13, 2009, 6:34 PM
Post #11 of 11
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All in good fun - no problem.
Go Canada!
Tom
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