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Posted

About a month ago a 2004 Dodge Van came to us with an intermittent stalling problem and hard start. There was also a message on the dash, “NO BUSS”. The Diagnosis, after lengthy testing; failed PCM.

 

We ordered a new computer, which could only be purchased from the local Chrysler dealership. We installed the computer (a reman by the way) entered the vin ID and the van started right up, no problem. After a minute the engine began to run really rich, as if the engine was dumping too much fuel.

 

I want to keep this story short, because we went nuts on this Van. After 4 hours on this Van, my lead tech and foreman asked me to help. They updated me on what they did and all the tests they performed. I suggested going back to basics and start from the beginning again. Well, after an entire day of working on this Van, I concluded; “We have a bad PCM”. I know this is rare, but I was confident.

 

We called the dealer parts manager, he said “Ok, I will order another one”. Two days later we installed the new PCM and the Van ran fine, no issues, and is still running fine now.

 

I asked the dealer if he would help us on this, maybe check to see if we can get a little labor back or a credit in good will. The parts manager said he would find out. The other day, the parts manager told me he could do nothing and is charging me for both PCMs and there is no way the dealer was going to pay labor.

 

We all know that the new car dealer is not my first choice, but I have been buying from this particular dealer for the past 32 years. After many discussions, they flat our refused to help in any way.

 

This is not over, and I am not sure what I going to do. One thing I do know, I will NEVER buy another part from this dealer again!

  • Like 1
Posted

About a month ago a 2004 Dodge Van came to us with an intermittent stalling problem and hard start. There was also a message on the dash, “NO BUSS”. The Diagnosis, after lengthy testing; failed PCM.

 

We ordered a new computer, which could only be purchased from the local Chrysler dealership. We installed the computer (a reman by the way) entered the vin ID and the van started right up, no problem. After a minute the engine began to run really rich, as if the engine was dumping too much fuel.

 

I want to keep this story short, because we went nuts on this Van. After 4 hours on this Van, my lead tech and foreman asked me to help. They updated me on what they did and all the tests they performed. I suggested going back to basics and start from the beginning again. Well, after an entire day of working on this Van, I concluded; “We have a bad PCM”. I know this is rare, but I was confident.

 

We called the dealer parts manager, he said “Ok, I will order another one”. Two days later we installed the new PCM and the Van ran fine, no issues, and is still running fine now.

 

I asked the dealer if he would help us on this, maybe check to see if we can get a little labor back or a credit in good will. The parts manager said he would find out. The other day, the parts manager told me he could do nothing and is charging me for both PCMs and there is no way the dealer was going to pay labor.

 

We all know that the new car dealer is not my first choice, but I have been buying from this particular dealer for the past 32 years. After many discussions, they flat our refused to help in any way.

 

This is not over, and I am not sure what I going to do. One thing I do know, I will NEVER buy another part from this dealer again!

 

This is very short sighted of this dealer. Do they understand the profit they are giving up in lost business. You are not a DIY who doesn't know what they are doing but are a shop with as good or better technicians than they have who knows what you are doing and would probably buy parts from them for another 30 years. Everyone has bad new parts even the dealers. This is dumb, dumb, dumb.

Posted

For what its worth, dealer or otherwise, it seems the parts quality has gone into the crapper and the suppliers wont work with us. I have a Windstar on the schedule today that is in for its THIRD wiper motor. Yes I will get another motor but no comp for labor. And the sad part is their is no alternative. A reman motor regaurdless of who it comes from is the same rebuilder (except maybe Ford).

Posted

For what its worth, dealer or otherwise, it seems the parts quality has gone into the crapper and the suppliers wont work with us. I have a Windstar on the schedule today that is in for its THIRD wiper motor. Yes I will get another motor but no comp for labor. And the sad part is their is no alternative. A reman motor regaurdless of who it comes from is the same rebuilder (except maybe Ford).

Jeff,

We had the same issue with a Windstar last year, actually had a water intrusion issue. Check the cowling and make sure rain water isn't running into the motor.

Russ

Posted

The owner or gm of the dealer and i would be talking about that over lunch. When we buy parts we consider how easy it will be if we have a failure and have to return it as a defect. That gets spelled out before i buy it. Not helping me is not helping my customer and that is NOT AN OPTION!

 

Customer service ,parts quality and common sense are not very commen these days. B)

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  • Have you checked out Joe's Latest Blog?

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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