Rob
I just want to say up front, I'm not trying to start an argument with you.
I truly see your point and I'm sure techs do get burned a lot (I'm actually
a warranty engineer who works with Chrysler's guys in Auburn Hills).
However, in this case I believe the tech actually may have made money. With
the kit on, the control arms become ridiculously easy to change, there's
just so much more room and also, since the bolts had just been put in about
36 hours prior, there was no figthing with them (with an impact wrench,
that's a none issue anyway). So all told, to do both control arms it's
removing the wheels, four bolts, two screws for the brake lines and
seperating two ball joints, and then doing it backwards - one hour tops for
both sides. Then add on the time for an alignment. I doubt there is any
labor figured for under an hour by Chrysler for anything that invovles
lifting the vehicle. So with replacing two joints (one per side), that's at
least two hours of labor figured in plus the alignment time. Since the
labor figures in things like lifting the vehicle, lowering the vehicle and
some other things that only need to be done once but would be accounted for
twice, I believe the tech should have been able to make some on the deal. I
have no problem with a dealer wanting to protect themselves and their techs,
but they do have an obligation to their customers and I firmly believe that
a service manager should get off of his can to look at the vehicle before
flat denying warranty. If he hasn't done that, then he's not protecting
squat, he's just being a prick. And that's what I am objecting to. Like I
said, if the kit had been on for a significant period of time, I would
question the joints wearing out, but I wouldn't blame the dealer for not
wanting to stick his neck out - as long as he was willing to at least look
at the truck.
As for the part being returned, I know that happens because I get returned
parts back from Chrysler for inspection to determine if we as the supplier
will accept the warranty. Once again, if the service mgr would have simply
got off his butt, he would have seen that the control arm and ball joint has
not been altered in any way, so a part return is not a problem.
Let me say again, I'm not trying to be a know-it-all and argue with you, I'm
just trying to explain my particular case.
Jason
------------------------------
Date: Tue, 06 Feb 2001 19:37:54 -0500
From: "Rob Bunn" <eatschevys@hotmail.com>
Subject: Re: DML: Warranty Coverage (long)
I'm very proud of you for getting through the dearlers head on an issue like
that, i wish more people were assertive like that. But on the other hand,
being a technition i will tell you that warrenty screws us techs. It rarely
pays well, i don't know how much time is givin on ball joints but i doubt
that the tech that replaced them made any money. On top of that your old
part has to be stored and number and accounted for and shipped back to
chrysler. I understand why the dearler was trying to weasel his way out. You
by all means were right but just to stand up for the warrenty guys, they get
burned a lot and they were just protenting
themselves and the techs.
Rob
>OK, I have to vent my experiences. This has happened to other off-roading
>buddies of mine as well.
>
>I recently had an alignment done at a dealer nearby and with the alignment,
>they replaced the two lower ball joints. (I grease them religiously, but
>they wore out anyway causing the truck to wander) This last weekend, I
>installed my Tuff Country 5.5" lift and took it to a local shop for an
>alignment and they noticed my upper joints were worn (why the dealer didn't
>replace them 4,000 miles ago is beyond me). He said that this is a very
>common problem with Dakota/Durangos and was surprised that my lowers
>weren't
>worn out as well, until I told him they were just replaced. Anyway,
>instead
>of having him replace them, I took the truck to the dealer to have them
>replaced under warranty. At this point I'm sure can all tell where this is
>going. Naturally, the dealer doesn't want to cover it because of the lift.
>I explained that the lift was on the truck for 1 day and about 20 miles.
>He
>then said that if Chrysler wanted to see the part back, they would reject
>the claim (they don't replace the joint, they replace the whole control
>arm). I asked why and he said because it had been modified. Now anyone
>who
>has installed this kit knows that the control arm is not modified, but he
>was too lazy to look. He then said that the lift voids my warranty (it
>does
>not). I asked to speak to the service manager and the sales manager. Once
>both arrived I asked "I just want to be very clear, are you denying me
>warranty coverage?" Service mgr replied yes. I then asked for their
>business cards so I could get the names right on my complaint to the Better
>Businees Bureau. This made them back off a bit. I asked on what basis
>they
>were denying coverage. The response was that the suspension had been
>modified. I explained that all the geometry was the same, simply spaced
>down on the vehicle. He said "How do I know that? I'm not going to
>measure
>all of that" This is when I knew I had him. Best part is there were
>several customers in the service area at the time, including some
>prospective buyers. "Yes you are if you think you're going to deny
>coverage. We have a legally binding contract and if you believe that is
>void, then you have the burden of proof as to why." So we put my truck
>next
>to a stock one in the shop (getting ball joints replaced and don't think I
>let that go unnoticed) and proceeded to take measurements. Well low and
>behold, the geometry was the same. So I have two new upper control arms
>under warranty but it should not have taken that much work. I'm still
>going
>to have the original shop I went to check the alignment because I would be
>suspicious of the dealer really doing a half-assed job at this point.
>
>Now, just so this is clear, I'm not trying to screw the system. If the
>joint was worn with 20,000 miles on it with the kit, I would have asked and
>I'm sure the dealer would deny it, and I would understand their position.
>However, the joint was worn out before the kit was installed. I just don't
>believe it was fine until I drove a grand total of 20 miles to the
>alignment
>shop with the kit on.
>
>Anyway, I guess the moral of the story is that some dealers will try to
>weasal out of warranty work any way possible, but if you know you're in the
>right, don't back down. Otherwise, they'll just walk all over us.
>
>BTW, as for the kit, the install went very smoothly, about 8 hours with
>three guys (2 with IFS kit experience). Haven't really formed any
>impressions yet, haven't driven it enough. Looks very cool, though. In
>about two months, I see how it does off road.
>
>Jason
>'99 CC, SLT, 318, Auto
>
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