suli
Active Member
Just a dealer rant and a crap-show day I had after taking the day off of work...
The NO LONER to be used dealer here in Northern Virginia-
First telling sign of issues: my go-to sales guy and a good numbers maker for the dealership bailed when either new managers or new owners, maybe both.
Second sign: Large service rep turnover.
Third sign: Few months ago, the service shop for the first time charging and then not refunding a "diagnostic" fee for warranty work on my golden egg Maxcare Lifetime on my Durango.
Final sign yesterday is where this tale begins...
New service rep checks me (not the normal service rep I have been using for years and is awesome) in for ABS Recall and to also program my new BCM (for the aux switches and later uConnect 5 goodies). No issues, reminds me it'll be flat fee of 1 hr labor ($220 here, ugh), which I confirmed and agreed that's what was previously discussed. Thirty five minutes later, the service advisor comes to tell me the tech needs two hours to install, program, remove, reinstall old one for $550. I politely and jokingly ask if he gave the service advisor the lube gun to f-me as well. We both chuckled and he says that is what the tech says. I kindly debate that all it requires is plugging it into the truck and using the tech's tool to program it and plug the old one, that is never removed, back in and if I need to do it, or show the tech how to, as this is pretty absurd price for a BCM program. He claims that's what the tech says and he has to go by that. I, still in a nice and joking tone, said no, that's too much for a BCM program and I feel like it's a bait and switch or the tech is trying to get some extra Christmas cash and decline the service. Which is also kind of dumb, as I was going to tip the tech anyway, I usually do with non-standard work like this.
So the service advisor apologizes and says he'll make sure to have him get the recall done right away and walks away. Another customer commented that was also waiting for his truck service to me that he's really dissapointed with the service here and it's really gone down hill the last two years, but more so this year and he's now looking for a new dealer service shop after his own experiences today. We banter back and forth and hypothesize why this is: new mgmt, new owners, almost all new service advisors, maybe a change over in techs, etc. We both agree that it's seems they have turned into more of a WAY overpriced quicklube joint, alingment, and tire sales than anything else. Even the little things of a quick vaccum of the floor mats for you after servcie doesn't happen anymore. Another 35 minutes, service advisor comes and gets me and tells me the warranty work is all done. He again appoligizes for the double in cost work I wanted done, and hands me the keys and offers I should call around for service quotes. I agree and I'm on my way.
I get home, make a few calls to two other dealers somewhat close (not as close and my NO LONGER to be used dealer), they both let me know flat rate of one hour. I confrim with both, as they even checked with their techs and confirmed that no, they don't need to remove the old one and can leave it there, just plug in the new one to program. Seems like they are at least sane/resonable. One had a spot open an hour after I got home from my recall work with NO LONGER to be used dealer, and I scheduled it up - awesome - get it done today still! They did both ask why, and I told them if I wanted to upgarde to uConnect5, I needed a BCM upgraded, which they both seemed to know about and understood. No issues.
Well, now it gets interesting. It's 12 miles to my house from NO LONGER to be used dealer. So I'm about 13 miles into my drive since the warranty work then as I head out to the new shop. Chime pings, center cluster tells me the rear right turn signal isn't working. Hmmm, odd. Does the "quick flashing" style when the turn signal is on like the "days of yore" when you'd loose a bulb and get a fast turn signal blink. I think, hmm, these are LED, no bulbs, intersting how they programed that in.
Not too long after that, pulling onto the freeway, a chime pings on the center cluster, tells me the left front turn signal is out. What in the F is going on. Pull off the next exit, check, yep out. Turn off the truck, check the BCM connectors, they seem ok, but the wire plstic rivets are not anchored anymore... wtf. Get back in, start it up, cluster complains again the two corers are out. Now I'm hoping that this is all a coincidence that these went out AFTER I had the warranty work (ABS module program) from NO LONGER to be used dealer, but after seeing the wires off, I'm fuming, as I cuss at myself about the NO LONGER to be used dealer.
Arrival at the new dealership and it's already a more pleasant experience. The crew of service advisors greet me and check me in. I now have to add the flasher troubleshooting to the ticket and explain the situation to the service rep. She says something doesn't sound right and she'll have the tech check it out. 45 miutes later, she comes out with the tech. He said the new BCM is all programed and ready to go, but also that he suggested installing that one now. He said that he's not sure what's wrong, but he's seen his share of messed up BCMs before, but never one where the blinkers on opposite corners stop working. He tells me after programming the new one, he plugged the old one back in and still had an issue. The new BCM fixed that blinker issue. He asks if I also have a new shifter for it. I said I actually do, it's at home ready to get installed with the new BCM. He says great, then asks if I know about the shifter and 4wd button issues with the newer BCM and needed an upated shifter, and I confirm. Great he says, you know what you need to do then and I tell him what happened to get me here. He shakes his head and appologises for the NO LONGER to be used dealer techs and he's not sure if they did or did not mess something up, but also agrees that it seems suspucious. He tells me and the service advisor that he could do a warranty repair of the BCM since it's not worlking correctly, but it would just be the same old version BCM and not an updated one I would need. I tell him don't worry, just install the one I brought. 20 minutes later, I'm out the door heading home, new BCM installed, to install my updated shifter module when I get home, with working turn signals. They even let me use a 10% off coupn from their website when I checked out for the service. The service reps were great, the tech was solid, def a good service experience compared to my NO LONGER to be used dealer.
So a few the bright spots in all this frustation and time waste of my day was:
- I may have found a new and better service shop to use
- Didn't have to install the BCM I had updated myself
- I had the other parts already on hand, and I was able to do it all within a few minutes of getting home (including installing the new AUX switches module).
The NO LONER to be used dealer here in Northern Virginia-
First telling sign of issues: my go-to sales guy and a good numbers maker for the dealership bailed when either new managers or new owners, maybe both.
Second sign: Large service rep turnover.
Third sign: Few months ago, the service shop for the first time charging and then not refunding a "diagnostic" fee for warranty work on my golden egg Maxcare Lifetime on my Durango.
Final sign yesterday is where this tale begins...
New service rep checks me (not the normal service rep I have been using for years and is awesome) in for ABS Recall and to also program my new BCM (for the aux switches and later uConnect 5 goodies). No issues, reminds me it'll be flat fee of 1 hr labor ($220 here, ugh), which I confirmed and agreed that's what was previously discussed. Thirty five minutes later, the service advisor comes to tell me the tech needs two hours to install, program, remove, reinstall old one for $550. I politely and jokingly ask if he gave the service advisor the lube gun to f-me as well. We both chuckled and he says that is what the tech says. I kindly debate that all it requires is plugging it into the truck and using the tech's tool to program it and plug the old one, that is never removed, back in and if I need to do it, or show the tech how to, as this is pretty absurd price for a BCM program. He claims that's what the tech says and he has to go by that. I, still in a nice and joking tone, said no, that's too much for a BCM program and I feel like it's a bait and switch or the tech is trying to get some extra Christmas cash and decline the service. Which is also kind of dumb, as I was going to tip the tech anyway, I usually do with non-standard work like this.
So the service advisor apologizes and says he'll make sure to have him get the recall done right away and walks away. Another customer commented that was also waiting for his truck service to me that he's really dissapointed with the service here and it's really gone down hill the last two years, but more so this year and he's now looking for a new dealer service shop after his own experiences today. We banter back and forth and hypothesize why this is: new mgmt, new owners, almost all new service advisors, maybe a change over in techs, etc. We both agree that it's seems they have turned into more of a WAY overpriced quicklube joint, alingment, and tire sales than anything else. Even the little things of a quick vaccum of the floor mats for you after servcie doesn't happen anymore. Another 35 minutes, service advisor comes and gets me and tells me the warranty work is all done. He again appoligizes for the double in cost work I wanted done, and hands me the keys and offers I should call around for service quotes. I agree and I'm on my way.
I get home, make a few calls to two other dealers somewhat close (not as close and my NO LONGER to be used dealer), they both let me know flat rate of one hour. I confrim with both, as they even checked with their techs and confirmed that no, they don't need to remove the old one and can leave it there, just plug in the new one to program. Seems like they are at least sane/resonable. One had a spot open an hour after I got home from my recall work with NO LONGER to be used dealer, and I scheduled it up - awesome - get it done today still! They did both ask why, and I told them if I wanted to upgarde to uConnect5, I needed a BCM upgraded, which they both seemed to know about and understood. No issues.
Well, now it gets interesting. It's 12 miles to my house from NO LONGER to be used dealer. So I'm about 13 miles into my drive since the warranty work then as I head out to the new shop. Chime pings, center cluster tells me the rear right turn signal isn't working. Hmmm, odd. Does the "quick flashing" style when the turn signal is on like the "days of yore" when you'd loose a bulb and get a fast turn signal blink. I think, hmm, these are LED, no bulbs, intersting how they programed that in.
Not too long after that, pulling onto the freeway, a chime pings on the center cluster, tells me the left front turn signal is out. What in the F is going on. Pull off the next exit, check, yep out. Turn off the truck, check the BCM connectors, they seem ok, but the wire plstic rivets are not anchored anymore... wtf. Get back in, start it up, cluster complains again the two corers are out. Now I'm hoping that this is all a coincidence that these went out AFTER I had the warranty work (ABS module program) from NO LONGER to be used dealer, but after seeing the wires off, I'm fuming, as I cuss at myself about the NO LONGER to be used dealer.
Arrival at the new dealership and it's already a more pleasant experience. The crew of service advisors greet me and check me in. I now have to add the flasher troubleshooting to the ticket and explain the situation to the service rep. She says something doesn't sound right and she'll have the tech check it out. 45 miutes later, she comes out with the tech. He said the new BCM is all programed and ready to go, but also that he suggested installing that one now. He said that he's not sure what's wrong, but he's seen his share of messed up BCMs before, but never one where the blinkers on opposite corners stop working. He tells me after programming the new one, he plugged the old one back in and still had an issue. The new BCM fixed that blinker issue. He asks if I also have a new shifter for it. I said I actually do, it's at home ready to get installed with the new BCM. He says great, then asks if I know about the shifter and 4wd button issues with the newer BCM and needed an upated shifter, and I confirm. Great he says, you know what you need to do then and I tell him what happened to get me here. He shakes his head and appologises for the NO LONGER to be used dealer techs and he's not sure if they did or did not mess something up, but also agrees that it seems suspucious. He tells me and the service advisor that he could do a warranty repair of the BCM since it's not worlking correctly, but it would just be the same old version BCM and not an updated one I would need. I tell him don't worry, just install the one I brought. 20 minutes later, I'm out the door heading home, new BCM installed, to install my updated shifter module when I get home, with working turn signals. They even let me use a 10% off coupn from their website when I checked out for the service. The service reps were great, the tech was solid, def a good service experience compared to my NO LONGER to be used dealer.
So a few the bright spots in all this frustation and time waste of my day was:
- I may have found a new and better service shop to use
- Didn't have to install the BCM I had updated myself
- I had the other parts already on hand, and I was able to do it all within a few minutes of getting home (including installing the new AUX switches module).
