Dealership Warranty Issues

hauling_ass

hauling_ass

Active Member
Mar 15, 2010
365
194
43
15
If there is an issue with a truck that is under warranty and the part is partially fixed and the warranty runs out, is that part (when it totally gives out) still covered under the warranty?

For example, if a clutch fan starts acting up (not holding air) and the dealership mechanic replaces an 'O' ring - and there is still an issue - and the truck is in and out of the shop for another couple of years until finally they replace the clutch fan...

Should warranty cover the work?

The issue started when the truck was only five months old.

Thanks in advance for any input or advice!!
 
Here we go, again..,
We'll, H.A., based on my own battles. Single truck owner.
If parts used to fix warranty issues there warranty runs out together with main warranty, which ever it is.
In most cases you are at Merci of service advisory or Service Manager.

I am sure you have a records to prove.
Don' t be shy to push them for as much freebies as possible.

Good luck.
 
Thanks Igor.

The problem is that they keep bandaging the hub. So who will pay if the fan goes AWOL?

Nine hours in the shop and there is still an air leak because they changed their mind and didn't replace the hub, just the 'O' ring.

If they fixed the problem, I would understand that the warranty period was over. But it has been an ongoing issue for over two years.
 
Take it to service manager or call head office. ask to have a meeting with area rep. my experience with this kind of situation, talking to SM or Rep works very well. only had to call head office( freightliner) once and they end up covering.
 
That clutch fan air leak is treaky on Volvo engine. You can hear it only when the key is on ACC position with engine off.
It took some time to figure it out.
I think you can talk them in to help you if last unsuccessful repair were done just before warranty ends based on usual 1 year parts and labour ( unless stated otherwise).
 
Good advice bigt.

I've spoken with the service manager but he says his hands are tied. Area rep is next on the list! Thanks.

Igor - I will remember your wording - "last unsuccessful repair was done before the warranty ended". Thanks.
 
  • Like
Reactions: Igor Galanter
Just a follow up...

I spoke with the dealership manager who is going to get me the latest work orders. He assures me that notes will be made showing what work was done (ie. just another bandage job). In addition, they are not charging us for any of the work done up until now.

The truck will be back in the shop next week because there is still an air leak.

FYI, this is a Peterbilt. Either we got us a lemon or the 'best of the best' isn't anymore.

Thanks for the advice martinetav. I like your suggestion!!
 
Just take it out to the back yard and put a bullet behind its ear ... it's the kindest thing you can do ... I'm going to assume it's a 2011 - 2013 386 model with the Paccar MX in it ???
I have, or have had, a 379, 389, or 386 model every year since 1999, and from 1999 to 2006, they truly were the cream of the crop. However, in 2007 when they put that ACERT CAT in them, and on through to every evolution of the Paccar MX engine, the truck, the dealership (Ontario dealerships), and the company have been absolutely the second worst in the industry (nothing is worse than a Navistar dealer). Now to their credit, there have been some huge inroads into customer satisfaction recently. They mostly have to do with the 579 model, the Paccar MX-13 engine, and the purchase of Ontario dealerships by Cervus Equipment.

If you want to share, what dealership are you working with?
 
It is a 2014 Pete 389 with a Cummins engine. We have been working with the Mississauga dealership.

And, because of the issues with the newer trucks, we got the extended warranty - to make sure we were covered for all this crap. HA!

Things got a bit better when Cervus purchased them but they are sliding again. You shouldn't have to lose your sh$$ just to get them to wake up. It must be easier for the service department to charge the trucking company as opposed to putting it under warranty.
 
Yea, I can see where that's going to be a problem. Cervus has to charge Paccar, who has to charge Cummins, who has to charge Horton. The simplest thing for Cervus to do is affect a simple repair and put it under the truck warranty as opposed to the engine warranty.
The new vertically integrated trucks are far easier to manage when it comes to warranty issues. However, in your case, I think I'd be getting the name and number of either the Cummins rep or the actual Horton rep before all the warranty runs out.
Don't forget to kick and scream and shout ... it's easy enough to apologize for bad behavior after the fact if you have to ... LOL
 
  • Like
Reactions: martinetav, Igor Galanter and hauling_ass
hauling_ass said:
Just a follow up...

I spoke with the dealership manager who is going to get me the latest work orders. He assures me that notes will be made showing what work was done (ie. just another bandage job). In addition, they are not charging us for any of the work done up until now.

The truck will be back in the shop next week because there is still an air leak.

FYI, this is a Peterbilt. Either we got us a lemon or the 'best of the best' isn't anymore.

Thanks for the advice martinetav. I like your suggestion!!
Click to expand...
Is this Peterbilt in London... if so, good luck. We stopped there once to have a repair done. They fiddled around with it for a couple of hours and then sent us on our way. They covered it under the guarantee and everything... little did we know that they never found anything wrong. Our driver continued happily on his way only to break down the next day in MI. We had to get the unit towed to the closest Peterbilt repair. The wonderful mechanic discovered that our battery wires were not hooked up properly. It was not something that was visible to the naked eye. They actually took them off to clean them properly and it was then that they realized what the problem was. The tow and the time etc. were charged to us so we paid and I contacted the service manager in London. I explained the situation to him. He spewed a list of things that had supposedly been done in his shop (yeah right). He was very nice in the beginning. Then, all of a sudden, he said 'it's really too bad you didn't takes pictures...' WTF. Like the guy in MI said 'pictures, that would not have shown anything'. But from that point on communication diminished and eventually he stopped responding completely. Boss took this to the manager of the Peterbilt in Quebec city where we purchased the vehicle less than 6 months earlier. After several weeks of avid verbal expression... we finally got an refund from head office. It was a lot of work to be reimbursed for something we should never have had to deal with in the first place though. We had used the 'social media' threat, and it worked
 
  • Like
Reactions: Igor Galanter and hauling_ass
Great advice Michael - Thanks!!

I didn't realize how it all filtered down. Very good to know.

martinetav - it sounds like the London Peterbilt is just as bad as Mississauga. Thanks for the warning and the social media idea!

Fingers crossed gang!!
 
  • Like
Reactions: martinetav
@martinetav ... There's only two things you can do with your 2012 ... Take it to Diesel Spec and have it "fixed", or as soon as it's out of the shop next time, and running okay, sell it. Take whatever you can get for it.
The biggest problem with the 2012's, and the 2013's to a lesser extent, and the 2014's to an even lesser extent, is the wiring harnesses ... they are simply unequal to the task they are applied to. They are either too short, not heavy enough, or not protected enough, and in some cases all three problems exist with some harnesses. It's several thousand dollars to replace them all and you are just replacing them with the same harness you just took off.
When you get to the 2015 and 2016 models most of the issues go away, especially if you get into the 579 model.

Now they have a pretty descent product in the 579, and with Cervus in control, pretty good Ontario dealer network ... or at least that's been my experience.
 
  • Like
Reactions: martinetav
You must log in or register to reply here.
Top Bottom