Jeep is in the shop, just got a phone call from the dealership?!?!

DWiggles

Caught the Bug
:mad:

on Wednesday (11/18/2015) I took my 2015 Jeep Wrangler Unlimited Rubicon Hard Rock, 6- speed manual, stock suspension, stock wheels/tires, with 14,796 miles on it, into (Name Omitted) Jeep dealer here in Houston, Texas for a PCM Reflash recall and a "clutch issue". I provided them this video along with my recall notice

https://www.youtube.com/watch?v=s0sBfgpJMoE

Today (11/20/2015) the service specialist (Name Omitted) called me and the FIRST thing he asked me is "are you an avid Off Roader", after replying with "I drive my jeep" He informs me that there is under body DAMAGE. I replied with "the Rubicon comes from the factory with armor and skid plates that are meant to protect components. They are doing as they are meant to do." (this has NOTHING to do with the clutch, or the PCM reflash.)

The Service specialist then tells me that that they will need a throw out bearing and a pressure plate to fix the clutch issue, then proceeds to tell me that this is NOT covered under Chrysler as it is a WEAR AND TEAR ITEM just as brake pads, tires, etc, and only covered for 1 year/12k miles (whichever come first). I informed the Service Specialist that I understand why they wouldn't replace the brake pads, tires, or clutch DISK, but a pressure plate and throw out bearing should NEVER fail before the wear material on the clutch disk, the clutch DISK is a wear and tear item, and 14k miles SHOULD NOT result in failure of EITHER a throw out bearing OR a pressure plate. The Service Specialist then proceeds to tell me that he understands my situation, and that if he were in my situation he would feel the same, he then said "as the customer, when you are looking to purchase a new vehicle it is presented that everything will be covered for 3years/36k, but I am from the service world and the reality of it is, this is not something that is covered by Chrysler". I continued to have an increasingly hotter debate with him over the phone explaining that if the clutch DISK was worn to the point of having engagement issues/slipping, I would understand the clutch not being covered due to driving abuse, but the clutch WEAR surface is FINE, what you are telling me is wrong with the jeep is very much so a MECHANICAL FAILURE not NOT "wear and tear" parts worn out. I pressed the point hard that the jeep only has 14k miles on it and isnt even 13 months old... he told "I understand, and I'll go to bat for you, I'll be in touch"

This is the FIRST time I have ever heard of any MECHANICAL ISSUE on ANY VEHICLE not being covered under the BUMPER TO BUMPER 3 year/36K WARRANTY. Is this normal?
 
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WJCO

Meme King
:mad:

on Wednesday (11/18/2015) I took my 2015 Jeep Wrangler Unlimited Rubicon Hard Rock, 6- speed manual with 14,796 miles on it, into (Name Omitted) Jeep dealer here in Houston, Texas for a PCM Reflash recall and a "clutch issue". I provided them this video along with my recall notice

https://www.youtube.com/watch?v=s0sBfgpJMoE

Today (11/20/2015) the service specialist (Name Omitted) called me and the FIRST thing he asked me is "are you an avid Off Roader", after replying with "I drive my jeep" He informs me that there is under body DAMAGE. I replied with "the Rubicon comes from the factory with armor and skid plates that are meant to protect components. They are doing as they are meant to do." (this has NOTHING to do with the clutch, or the PCM reflash.)

The Service specialist then tells me that that they will need a throw out bearing and a pressure plate to fix the clutch issue, then proceeds to tell me that this is NOT covered under Chrysler as it is a WEAR AND TEAR ITEM just as brake pads, tires, etc, and only covered for 1 year/12k miles (whichever come first). I informed the Service Specialist that I understand why they wouldn't replace the brake pads, tires, or clutch DISK, but a pressure plate and throw out bearing should NEVER fail before the wear material on the clutch disk, the clutch DISK is a wear and tear item, and 14k miles SHOULD NOT result in failure of EITHER a throw out bearing OR a pressure plate. The Service Specialist then proceeds to tell me that he understands my situation, and that if he were in my situation he would feel the same, he then said "as the customer, when you are looking to purchase a new vehicle it is presented that everything will be covered for 3years/36k, but I am from the service world and the reality of it is, this is not something that is covered by Chrysler". I continued to have an increasingly hotter debate with him over the phone explaining that if the clutch DISK was worn to the point of having engagement issues/slipping, I would understand the clutch not being covered due to driving abuse, but the clutch WEAR surface is FINE, what you are telling me is wrong with the jeep is very much so a MECHANICAL FAILURE not NOT "wear and tear" parts worn out. I pressed the point hard that the jeep only has 14k miles on it and isnt even 13 months old... he told "I understand, and I'll go to bat for you, I'll be in touch"

This is the FIRST time I have ever heard of any MECHANICAL ISSUE on ANY VEHICLE not being covered under the BUMPER TO BUMPER 3 year/36K WARRANTY. Is this normal?

Well done standing your ground. To the best of my knowledge you are 100% correct. Wear 12/12. Failure 3/36. Unless they get it apart and find the pressure plate warped from heat/abusive driving (which they won't) , you should be fine. Throw out bearing and pressure plate should be covered for 3/36. If you have to, get the service manager involved, but sounds like they will take care of you.
 

DWiggles

Caught the Bug
I am beyond frustrated at this already... :naw: 17 minutes and 57 seconds of debating about wear and tear, and you dont even have the power to decide to fix it or not? :mad: why waste my freaking time too!?
 

thardy

Banned
I am beyond frustrated at this already... :naw: 17 minutes and 57 seconds of debating about wear and tear, and you dont even have the power to decide to fix it or not? :mad: why waste my freaking time too!?

Hopefully they take care of you. Sucks to have to go through though.
 

WJCO

Meme King
I am beyond frustrated at this already... :naw: 17 minutes and 57 seconds of debating about wear and tear, and you dont even have the power to decide to fix it or not? :mad: why waste my freaking time too!?

Yeah tech probably dropped a 'customer pay' estimate on his desk because of the clutch noise and said 'please sell this, needs a clutch.' Service writer just followed suit without asking any more questions. Just a guess.
 

DWiggles

Caught the Bug
UPDATE:

I just received another call from the dealership, they are going to disassemble the jeep and take a look, and send pics to chrysler. "As long as there isn't any mud or water is there, we should be good to go, if we open it up and find mud or water we wont warranty it, nobody would" if they dont find any mud/water, they will be doing what they call a "good faith repair"?

So it looks like I MAY be ok as the jeep has only been in MUD once, and it was nearly 12k miles ago... some pics can be found here:

http://wayalife.com/showthread.php?24788-Trail-Raider-Photo-Diary-Build-Thread

what do you guys think? Should I be worried about mud/water in there from 12k miles ago? would mud/water have gotten in there to begin with? :thinking:
 
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trailraider

Active Member
i wouldnt worry about it, not much you can do. they have it in the shop already.
if you're lucky you will get a good tech who will clean it before taking pictures.
 

DWiggles

Caught the Bug
i wouldnt worry about it, not much you can do. they have it in the shop already.
if you're lucky you will get a good tech who will clean it before taking pictures.

I cant imagine there being mud in there, but Ive never driven a vehicle in the mud before that, and NEVER will again, it was definately more work then it was worth... I did buy a pressure washer and crawl under it after and gave it a good wash, also ran a sprinkler under it a few times (lol) after wheeling to keep it nice and clean, but if there is water in there from that, wouldn't it get water in it from driving in rain? just seems a little flimsy I guess for a "supposedly sealed central venting system that protects drivetrain components from moisture"

http://www.jeep.com/trailrated/waterfording.html
 
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Skid_Kid

New member
Yeah right... I worked in service at a dealership and got to know all my service writers very well. They're just a bunch of weasels. Good luck OP.

First of all we are not all weasels. But nice try. I am a Service Advisor for another brand.

As for the clutch issues. There should be none and they should not even have to contact Chrysler at all. Just get it fixed and get you your rig back, under warranty. I would ask to talks to the Service Manager and or the GM, if that does not work open a case with Chrysler right away.
 

WJCO

Meme King
First of all we are not all weasels. But nice try. I am a Service Advisor for another brand.

As for the clutch issues. There should be none and they should not even have to contact Chrysler at all. Just get it fixed and get you your rig back, under warranty. I would ask to talks to the Service Manager and or the GM, if that does not work open a case with Chrysler right away.

I agree. Not ALL service advisors are weasels. And also, the whole photo thing, that drew a flag for me too. I worked for Ford, and the only time we had to submit photos is when requested after calling hotline for assistance on abnormal items we hadn't run into, not for warranty issues. Ford has gotten worse about photos though on factory diesel engine claims for other reasons with improper fuel, etc, but those are usually 15000 dollar claims. Maybe Chrysler has a different policy. :idontknow:
 
Mine has already been torn apart twice for the same exact issue and it probably needs to be done again. It's been covered under warranty each time. Now, I have had to fight with them a bit to get them to admit there is a problem worth looking into. It usually took at least two visits and complaints about the same issue to get them to actually open it up. Every time they have though, they've found prematurely worn/failed parts that they've had to replace. Really glad I have a 100,000 mile factory wrap warranty, but I believe I'll now have to pay a deductible each time I have a warranty claim. Still better than being stuck with the entire cost.
 

JeepJeep75

New member
I really wish I didn't see this thread. My '15 manual is starting to get the "ticking" sound when I put the clutch in. Mine only has 8500 miles on it. I've been off road about 6 times now, but never in mud. The only water it has seen is SoCal rain, which is hardly any. I have the lifetime warranty. I wonder how this is gonna play out when the bearing shits the bed.
 

DWiggles

Caught the Bug
I really wish I didn't see this thread. My '15 manual is starting to get the "ticking" sound when I put the clutch in. Mine only has 8500 miles on it. I've been off road about 6 times now, but never in mud. The only water it has seen is SoCal rain, which is hardly any. I have the lifetime warranty. I wonder how this is gonna play out when the bearing shits the bed.

Mine started a while ago aswell, I just didn't want to "make it worse" but once the recall notice came, I figured "fix it all while it's there"
 

frenchjk

Caught the Bug
:mad:

on Wednesday (11/18/2015) I took my 2015 Jeep Wrangler Unlimited Rubicon Hard Rock, 6- speed manual, stock suspension, stock wheels/tires, with 14,796 miles on it, into (Name Omitted) Jeep dealer here in Houston, Texas for a PCM Reflash recall and a "clutch issue". I provided them this video along with my recall notice

https://www.youtube.com/watch?v=s0sBfgpJMoE

Today (11/20/2015) the service specialist (Name Omitted) called me and the FIRST thing he asked me is "are you an avid Off Roader", after replying with "I drive my jeep" He informs me that there is under body DAMAGE. I replied with "the Rubicon comes from the factory with armor and skid plates that are meant to protect components. They are doing as they are meant to do." (this has NOTHING to do with the clutch, or the PCM reflash.)

The Service specialist then tells me that that they will need a throw out bearing and a pressure plate to fix the clutch issue, then proceeds to tell me that this is NOT covered under Chrysler as it is a WEAR AND TEAR ITEM just as brake pads, tires, etc, and only covered for 1 year/12k miles (whichever come first). I informed the Service Specialist that I understand why they wouldn't replace the brake pads, tires, or clutch DISK, but a pressure plate and throw out bearing should NEVER fail before the wear material on the clutch disk, the clutch DISK is a wear and tear item, and 14k miles SHOULD NOT result in failure of EITHER a throw out bearing OR a pressure plate. The Service Specialist then proceeds to tell me that he understands my situation, and that if he were in my situation he would feel the same, he then said "as the customer, when you are looking to purchase a new vehicle it is presented that everything will be covered for 3years/36k, but I am from the service world and the reality of it is, this is not something that is covered by Chrysler". I continued to have an increasingly hotter debate with him over the phone explaining that if the clutch DISK was worn to the point of having engagement issues/slipping, I would understand the clutch not being covered due to driving abuse, but the clutch WEAR surface is FINE, what you are telling me is wrong with the jeep is very much so a MECHANICAL FAILURE not NOT "wear and tear" parts worn out. I pressed the point hard that the jeep only has 14k miles on it and isnt even 13 months old... he told "I understand, and I'll go to bat for you, I'll be in touch"

This is the FIRST time I have ever heard of any MECHANICAL ISSUE on ANY VEHICLE not being covered under the BUMPER TO BUMPER 3 year/36K WARRANTY. Is this normal?
FCA Bullshiiiiiiit........the new fashion in stealerships: thank you Mr Marchionne!
 

croge17

New member
Guys keep in mind that most of your advisors are just parroting off what the tech told them. I work at a dealership as well and most of the guys are just trying to write a ticket. They get paid either way warantee or not. If you are not getting where you want to go with the advisor then you dont argue much just ask for his supervisor. They are all just trying to do their job and most of them with very little if any training.
 

aldaman

Member
As for water / mud getting in, that should only happen if you shifted gears while going thru water / mud. If not then you should be all good. I hope they take care of you...Best of luck...
 

DWiggles

Caught the Bug
UPDATE:
They pulled everything apart and found a whole lot of nothing at first. Sent photos to Chrysler and they approved the full replacement of my entire clutch assembly. I thanked them and asked for an eta, he told me either Friday (yesterday) or Monday.

Later he calls me back (around 4:45pm) and tells me the jeep is done, and ready to be picked up. I naturally asked for details on the failed parts, this time I was told "we found a little sand it, but that should be expected on an offroad vehicle, there was also visible evidence of chatter on the clutch disk, it's possible that a few of the fingers on the pressure plate had weak springs, but who knows..."

with an inconclusive answer like that, I normally would have continued to push for information, but seeing as how they were replacing everything free of charge, and how the previous conversations went, I decided to just brush off the failure as "oh, well that's interesting" and move on.

I picked up the jeep last night, and the clutch is silent as it should be. I'm a happy jeeper again. However, on the invoice for the work, it does say "water damage" but I'm not sure if that was a conclusive finding since it was covered under warranty... but whatever. I have a whole brand new clutch, and even the clutch peddle feels smother then before. I'm glad they did the right thing.
 

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werks

Member
Congrats, glad everything ultimately worked out ok for you! One of these days auto manufacturers are going to figure out how much of an influence the service writers have on the overall vehicle ownership experience of customers and impact the repeat buying of a brand. You only deal with the sales guys for an hour or two when buying a car, you deal with the service guys for years once you own it. Have a bad relationship with the service guys and it makes for a very frustrating and unpleasurable ownership experience!
 
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