Sorry if this is in the wrong area, please move if required. I had my truck towed to my local dealer a week ago last Friday night (12-9). Called the dealer the next morning to discuss my no-start issue. Truck had been running great, one morning, would not start. Turns out to be a problem with the PCM. Needs a new PCM, some new keys, etc. This was told to me Monday at lunch (12-12). Service guy said it would take 3-5 days. As of this morning, still no truck, still no part. I called him last Thursday just for a status update, he tells me the part is not in yet. I call back Friday afternoon, well the part is not in, it's not showing up in the warehouse in Atlanta or Chattanooga, he was going to track it down and call me back. Still have not heard from anyone. Now, i understand, if the part is not available, they can't fix the truck. My biggest beef is i have had to do all the communication with them. I had to break down and rent a car on Sunday, because my wife has been sick and has had to leave work early for dr. appointments, etc. I am trying real hard not to go Medieval on the service guy, but it's wearing me thin. I just started a new job, so i can't afford to be taking time off, showing up late, etc..
anyone know of a shortage of parts for 2002 F150's? Anything?
Sorry, guess i am just venting a little..

 

You have a right to be upset. Hopefully the poor customer service does not carry over to the workmanship of the technicians.

If you havent already I would contact the Service manager and explain your situation. If that gets you nowhere I would go above his head to the GM. Service advisors can get busy and forget about calling back, but this is uncalled for and unproffesional.

There should be no reason they cant run a locate on that part and see exactly where it is at. I have had instances of parts getting lost or mishandled during shipping. Either that or the person forgets to order the part and tries to give you some BS story about how it took a little longer to ship or is in a different warehouse, etc, etc...

I would just move up the chain of command until someone addresses your issues. If that doesnt happen I might think about getting your vehicle taken to a different dealer. IMO if they treat you like this as a customer I cant imagine that they would put much care into making sure your vehicle is repaired correctly.

 

I'm no service manager, but understandably, if the truck is at a stand still, he can't really tell you anything. Every so often maybe check in with you, but my problem is wtf is taking the part so long to get there in the first place. Honestly, something like the ecu is not a hidden in a warehouse item you'd think, probably under lock and key! Weird.

 

Well, maybe he is a member here I just got a phone call, part came in today, should have it all back together tommorrow afternoon. That's all I really wanted just some communication and keep me updated. He didn't even know the part was delayed until last Friday after I called him for the 3rd time...oh well, hopefully I will be back in my truck by tommorrow night. Driving a Dodge Caliber sucks!

 

As a service advisor any time the repair strays from your estimated timeline you should be calling the customer to update. There are many things that can go wrong in the proccess of ordering a part and getting it shipped. The key is staying on top of your jobs. I always double checked my orders with the parts dept a day or so after the order to make sure it is on track to be shipped to our facility. That way if there was a breakdown in the proccess it could be addressed immediately. If something happens and the advisor doesnt check then the part is never going to come in or its going to take much longer to get it.

Who knows. The advisor may be working his tail off on this job and doing everything he can. But it is all for not if you dont keep the one person who really counts (the customer) in the loop. For all the customer knows this guy just parked his truck in back and hasnt ordered jack squat.

 

Good deal. Hopefully he remembers to call you when its finished

I think I would rather ride a moped then drive a caliber. Hahaha!

 

It took a few days to get my PCM in to the shop. My issue wasn't with the customer support but the fact that the tech told me that it wasn't the PCM after he installed it and it would start because he didn't program the keys. It should take about a hour to do everything once they get it in the shop.

 

Wow... Did you pay out of pocket for the repair?

Had a mobile mechanic we used to sublet out electrical work to. Say we had a light on the dash, we would call him to diagnose the issue. Almost every time he would come out he would recommend replacment of the module associated to the problem. I had a TPMS light on a toyota and I asked if he could reset it. He says "oh yea thats no problem". 10 minutes later he is in the office telling me we need to replace the control module for the TPMS system. I told him I would contact the customer and call him back. Took it straight over to toyota and they reset it no problem.

 

I was having starting issues, so I took it in for diagnostics after I couldn't figure it out with the help of the good people and info here. It cost me about a grand total, PCM was about 600 bucks (this doesn't include the cost to repair and replace after vandalism the dealer wasn't responsible for). I brought it up to the service manager that keys never got programmed after watching the PCM get installed in the parking lot, something that I learned here.

 

I feel your pain. Just had to rent one a few weeks back for 4 days. Worst 4 days of my life. What an ungodly excuse of a vehicle.

 

Yeah, I am paying for mine out of pocket as well. I tried resetting the PATS system everything, could not get it to start.
And yeah, Caliber is horrible. I hit my head getting in it every time..I am only 5'8" its not like I am Shak Oneil...its loud and busy, the transmission is horrible..other than that, its not bad..lol..

 

Yea, sounds like the engine is in your lap. Can't feel the shifts, as if it is centrifugal and even if you can somewhat feel them, they don't seem at the right rpm. Cab is uncomfortable, steering wheel is fat and has ***** across the whole back... as if your going to lose grip of it during some cat wild, out of control chaos. Windshield angle is like 20 degrees so you only get about 10" of view through the front. Blind spots are crappy.. Suspension and steering are something from a kia I am guessing. I can go on.. I wanted to burn that thing.

back to the topic

 

Here is a good example:

Yesterday I ordered a left & right rear bumper step pad for a customers vehicle. Was told the part was in stock and would be to me this morning. Called the customer and let them know when i anticipated the parts to come in and that the vehicle would be finished today.

This particular supplier usually shows up on the morning run at about 10am. 10:30am rolls around and I decided to make a quick call to the supplier to make sure everything is on track.

This is what I am told. "someone messed up the shipping manifest this morning and it didnt get on the truck". "We are going to send a hot shot driver to you with the parts. He should be there shortly."

It is that easy. The thing that perplexes(sp) me is its always someone elses fault. How come people cant just take responsibility anymore? If something leaves this shop not right I blame myself just as much as the technicians. Like one of my old managers used to say when we had a come back, "guess it took ALL of us to F this one up".

 

Beauflex, see that's all i want as a customer. Things happen, i understand that. If you tell me it's going to take 3 days, and on day 5 i have to call you, not a happy customer.

I hate having to be the squeaky wheel..

 

Squeaky wheel gets the grease right? not all the time... Sometimes the wheel gets ignored and falls of. Then you have a whole other set of issues to deal with!!