bravobrad950

I have a 2012 king ranch and it has had a mechanical whine sound almost like a bad power steering pump or some hydraulic sound. 2 days ago I call and make an appointment for 8 am today to have it checked out. I drop it off at 745 and head home to get some things done. I thought the issue may be a belt bouncing or maybe even a bad pump somewhere. Here I am 7 hours later and the service department at my local dealer still hasn't found the issue and the advisor I'm dealing with is telling me he has no word from the mechanic as to where they are in the process of diagnosis. Am I the only one who finds it crazy that 7 hours of inspection hasn't shown any problem or even a hint at an issue? I know there are a lot of parts and problems it could probably be but I've had airplanes I've flown looked at and diagnosed in less time than this truck.

RLXXI

I'd wager they haven't looked at it yet, it's probably still in the parking lot.
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digitaltrucker

Unfortunately,you scheduled a time to bring it in, not an actual "work on time." IMO

bravobrad950

Go up there after they had the truck for 9 hours and they had not even pulled it in the bay. The service advisor said sorry it's really busy and then told me he would get to it tomorrow or Monday and then said they never even took it in for the oil change or tire rotation because they were so busy. I asked why I made a reservation days ago to be seen today and he said they had other vehicles come in for service. I just took the truck home and I'm gonna have to find another dealer to fix it. Where has customer service gone in the world? All he had to do was tell me they were busy and hadn't started looking at it and I would have understood **** happens but telling me all day long they don't know what's wrong made me think they had it in the bay. Dude lied to me for the entire day instead of being honest the first time I called 4 hours After drop off.

digitaltrucker

What really happened, yes they were busy with known fixable quick money repairs. Yours would delay and not produce much profit, compared to the known repairs!

Ricktwuhk

I deal directly with my Service Manager the few times I bring it in, and ensure that they are scheduled to look at it at the appointed time. I often wait, working in their lounge with WiFi. I often walk and check to make sure it gets pulled into a bay, then walk past the bay numerous times during the period to watch them.

Find a new dealer, and make sure the Service Manager and the General Manager know they just lost a customer.

RLXXI

That's what I figured and I can tell you why most likely,.. even though you had the appointment, that's just to put your truck in the que, dealers tend to oblige regular customers ie: people that bought the vehicle from them, get regular services from them and the like.

They will always put those folx first in line for the afore mentioned reasons, then the line starts with everyone else, first come first serve does have exceptions.

Had you taken your truck to my dealer they would have been honest with you and told you they haven't had time to check it out, they definitely would not have lied about it, good idea to find a different dealer and I can tell you first hand small town dealers usually have the best service available.
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mike243

Or it could be like the Chevy dealer I took my work van to,1 week after dropping it they said it needed cats and sensors because it wouldn't pull out,2 weeks after dropping it went to pick it up. Wouldn't pull out ,another week and they decide trans was bad.$2400 for the cats ect,$4000+ for a remanufactured trans,my company got soaked,same dealer refused to ck service stable track code that pops up when the humidity is high or raining when it was in warranty,I would never buy any thing from them or service my cars or trucks

Wanted33

That's a Service Writer that needs another job that doesn't include scheduling. Luckily my dealer has a great one. Like you I would take it to another dealer. Good luck.

KS1993

Totally unacceptable that they lied to you about looking at it and not being sure when they hadn't pulled it in.
However unless they're actually billing you for 7 hours of diagnostic without doing the work I would relax a little bit.
Keep in mind the other vehicles that came in before yours could have needed unexpected work done that pushed other appointments (yours) to a later time.
And you did drop off your truck not really knowing what was wrong with it and called back 4 hours later expecting a response. Practical thinking should let you know that they're not going to look at your truck the second you drop it off for an appointment unless you know the dealership well and do business there frequently.