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Dealing with a Jeep Dealer service dept. advice needed

2.7K views 16 replies 10 participants last post by  jd_1138  
#1 · (Edited)
So last Saturday, December 12th, my Pat broke down, the check engine and slip lights came on. I had it towed to a dealership not far from where I live, turned out to be all sorts of misfiring. Dealership called me Monday morning and went through the list of stuff, said they had all the parts and it would be done later that day. I called them late afternoon Monday and they said they couldn't get it done, but that it would be done late Tuesday morning. I called Tuesday afternoon and they proceed to tell me they had to order a Power Control Module, it is on back order and they don't know when it will be in.

I called this past Friday to see if there was an update on the part and the guy gave me a bit of an attitude about calling, unreal, they lie to me, mislead me and then get annoyed with me when I call a few days later for an update. Customer Service is pitiful.

Any advice? Should I pay them for work done, have it towed to a non dealer shop and have them order a refurbished PCM or should I just wait this out?

I have no idea how long this backorder situation is going to last. I have a family members vehicle to use in the mean time, but I just want mine fixed and back.

Any advice would be greatly appreciated!
 
#3 ·
Just email multiple dealers and tell them that if they offer you the best deal then you will buy it. Make them compete between themselves. When you go to the dealer, bring your emails and show them what they offered so they can't go back on their word.
He's not buying a car, he's having one repaired.

Moral of the lesson is stay away feon dealerships unless it's covered by warranty.
It doesn't even sound like he knows how much it will cost. I love it when thet charge 1-2 thousand and the problems still isn't fixed. They don't care, as long as they got your money.
 
#4 ·
I would stop calling and go pay a visit to the Service Manager. Ask them directly what is being repaired, what is on order and when will it be ready. Taking the vehicle out now in the middle of a repair is just asking for more issues and cost as the next technician/shop tries to figure out what's going on. Dealerships don't make the replacement parts, if it's on backorder there's not much you or they can do to get it any faster. It sucks but you need to wait it out.
 
#5 ·
thanks for the advice. I will probably wait it out for another week or so and see what comes of it.

Maybe JeepCares knows about the backordered Power Control Module? i.e. How far out are they from the manufacturer, is this a day, days, weeks or months situation?

Any insight from JeepCares would be greatly appreciated!
 
#6 ·
Unless you have that lifetime Chrysler service contract, I assume it's out of factory warranty. I'd just find a good local independent shop to take it to for future repairs (stick this one out, though), and develop a relationship with them. Might be a shop around there that specializes in Jeeps.

Maybe then let the owner of the Jeep place know how the service writer treated you -- with the attitude and such.
 
#9 · (Edited)
The PCM for that vehicle shows as PN RL150523AA as shown here:http://www.factorychryslerparts.com/products/JEEP/2009/PATRIOT4x4--24L-4-Cyl-DOHC-16V-Dual-VVT--Continuously-Variable-Transaxle-II/MODULE-Powertrain-Control-Generic--BNB--NA1-BNB--NAS/4583734/RL150523AA.html It's used on quite a few vehicles.

According to a google search :https://www.google.ca/search?q=RL150523AA&oq=RL150523AA&aqs=chrome..69i57j69i60.1272j0j8&sourceid=chrome&es_sm=93&ie=UTF-8 this PCM shows stock everywhere including a Mopar vendor on Amazon who has 4 . I would definitely be in the Service Managers face about this so-called backorder.
 
#10 ·
I would definitely be in the Service Managers face about this so-called backorder.
Yep, ordering parts is just one of the areas they can screw up.

My wife worked at a Buick dealership for 5 years, so we had bought a used '99 LeSabre off of them in '02 or so. The fuel pump (in the tank) died in 2004, so I told the service manager to replace it with either an original GM/Delco or a Napa Gold one.

He even wrote that ON the repair order, but somehow the idiot managed to actually order a Chinese made POS one that was DOA which meant the gas tank had to be dropped again to put in the GM/Delco one. Then he tried to pass his mistake onto us by making us pay the extra $500 to drop the tank the 2nd time. Sucky part was that she was sort of friends with this dude, so I couldn't go to the owner to complain. Ended up having to pay an additional $250 (he ate the other half) on top of the original invoice amount. I was mad. His rationale was "I saved you money by going with the Chinese made one from Autozone". Yeah, moron, you saved me a whopping $10 but cost me $250.
 
#13 ·
I just spoke with the dealer again. They said the PCM is being replaced under warranty (I'm totally surprised by this) so they have to order through Mopar. They gave me a part number of R5150523AB and said there are currently 31 dealerships across the country that are waiting for this part and that it is considered a High Priority by the manufacturer for delivery to Mopar but no time frame can be given.

So now it seems the question comes down to do I want to save money and possibly wait who knows how long for the warrantied part or pay to have a refurbished part? I have a family member's vehicle to use so that is GREAT, but I don't know if I can wait weeks and weeks.

Maybe I'll give it another week and see what happens...this is exasperating, but thanks to JeepCares for providing me some information, it is nice to have a Jeep rep scanning these forums!
 
#14 ·
I'd be patient. No sense getting into a scrap. If they're upset with you, expect no favors. If they like you, they might help you out on the final bill.

I stay on good terms with my dealer and I'm a familiar face because we have 3 Jeeps in our stable. Usually its just for oil changes, but my Patriot needed a $1200 repair back in the fall and I had to wait for parts. My dealership always loans me a car, and usually something nice.

Yes, I could save money on oil changes, but as often as not I get coupons in the mail for $5-10 off an oil change and that makes them competitive with the cheaper places. They know me and take care of me and that's why I go back there for service. They always give me an estimate and if there are issues (rarely) they will call to run the situation by me.

A good dealership is golden. Their service department helped me get 250,000 miles out of my Pontiac when they were a GM dealership. A lot of people would have replaced it at half that mileage, but in the end what I spent on repairs was nowhere near what a new car would have cost.

When they switched franchises, I continued buying from them. Altogether I've bought 6 vehicles from them since 2001; toss in the maintenance and repairs, likely $100,000+ worth of business. A good dealership isn't stupid -- they know where their money is coming from. Give them the chance to treat you fair.