Dealership Screwup - Advice needed

OneCheekRider · **Posted:** Thu Jun 19, 2014 11:55 am

On January 7, 2014 my Jeep was serviced at a dealer in IL. Diagnosis: steering rack needs to be replaced. It was replaced with OEM part #R0400260 and backed by 12mo./12,000 mile warranty as stated on the service receipt/invoice. Vehicle mileage recorded: 84,447

Today, June 19, 2014 I had the Jeep serviced at a dealer in MA as I noticed the rack was leaking and reservoir is nearly empty. Diagnosis: steering rack is leaking. Likely needs replacement. Service adviser states steering rack is not an OEM part and therefore will not be covered by warranty. Recorded Mileage 91,036.

I explain I paid for an OEM part that has a 12mo/12,000 mile warranty as evidenced by my service receipt. I was also told this warranty is covered by any Jeep dealership in the country. The service adviser in MA is baffled and suggests I call the IL dealership. So I call the Jeep dealership in IL. I asked for and got the same Service Manager who performed the work back in January. He doesn't remember me and passes my information to the dealership's Service Director. I am now awaiting that call.

While I wait and collect my thoughts, what do you recommend I do if these escalates?

12KK SFD · **Posted:** Thu Jun 19, 2014 12:35 pm

I wouldn't expect them to "remember" you but you'd think they'd have your service information in the computer. Does your receipt show the OEM part number on it? If so, and the dealership didn't install the part they sold you, I'd expect a reimbursement of the difference in price and I'd expect the MA dealership to honor the warranty if the warranty is indeed a Jeep warranty and not one provided by the servicing dealership. If they don't, I'd contact Chrysler and file a complaint.

tjkj2002 · **Posted:** Thu Jun 19, 2014 1:33 pm

You will not get a "new" OEM rack,it will be a remaned regardless.If warranty did not pay for it the warranty may only be at the installing dealer.

OneCheekRider · **Posted:** Thu Jun 19, 2014 1:53 pm

tjkj2002 wrote:

You will not get a "new" OEM rack,it will be a remaned regardless.If warranty did not pay for it the warranty may only be at the installing dealer.

The dealer here in MA is saying this is not a Mopar rack, that it is aftermarket, and therefore they will not cover it. When I search the part number on my service receipt, I get Mopar steering rack. Whether it is a remaned or not, I should be entitled to their warranty policy that is clearly printed on the service receipt. Isn't that part of what you pay for when going into a dealer?

The dealership here in MA did confirm they honor service work performed at other dealers. They took a copy of my service receipt and made it clear that OEM parts are covered under warranty.

tjkj2002 · **Posted:** Thu Jun 19, 2014 1:56 pm

You would not be able to tell the difference between a remaned rack from Napa to one bought from the dealership.They all are remaned at the same place anyways.

OneCheekRider · **Posted:** Thu Jun 19, 2014 2:01 pm

Regardless, shouldn't this be covered under the 12mo/12k mile warranty? The Jeep dealer got the rack, the Jeep dealer installed it. I was told in print and in person this rack is covered with a warranty when I paid for it.

geordi · **Posted:** Thu Jun 19, 2014 2:35 pm

Escalate at the dealership around the corner from you. Get an actual manager involved. I hate to agree with TJKJ (and it doesn't happen often) but he is right in this case. Make them PROVE to you that it isn't an OEM rack, by showing you the differences. I'd be shocked if there were any that they could come up with. This seems like a case of the dealership not wanting to be out the money and have to chase the other dealer for the repair bill to un-screw their forkup.

You have it in writing, and if there IS some difference or the name Napa engraved in the shell somehow that they can prove to you, then you possibly have a fraud case against the Illinois dealership. You shouldn't be the one holding the bag here, because YOU are acting in good faith and have it in writing from the original repairing dealer that they sold you OEM components. If the repair mechanic then put in an aftermarket component, how would that have happened? The dealership wouldn't commit fraud like that, and just pocket the money b/c it would be an easy win for a lawyer. The tech couldn't pocket the money, as he doesn't buy the parts at all. This local dealer needs to prove this to you, by showing you the differences. If they cannot do this, then they should honor the warranty like they said they will. I don't trust Chrysler customer care, but hopefully you would have a better result than I did if you have to get them involved.

I think that fraud angle is a long shot anyway, they do all get shipped to the same rebuilders (probably in Mexico or China) and just have the guts replaced. Who knows where that original shell was cast.

papaindigo · **Posted:** Thu Jun 19, 2014 2:49 pm

R0400260 is a Mopar rebuilt rack PN. Original source of the rack when new is not a matter of discussion given that Mopar rebuilt it and sold it as a Mopar rebuilt rack it is now effectively an OEM rebuilt rack and eligible for replacement under whatever OEM warranty applies to an OEM rebuilt rack.

That PN should also show in the DCJ system documentation of the original work if the dealership that did the work entered information properly, that sort of thing shows in all my DCJ vehicle records for work done at my local DCJ dealer and has for decades. However, no matter it it's also in your paperwork.

OneCheekRider · **Posted:** Thu Jun 19, 2014 3:44 pm

Everyone, thank you so much for your input!

I made calls to both the IL dealership and the MA dealership. Frustrated with the lack of progress, I called the corporate Chrysler Customer Service Center. I'm actually surprised at how effective they were. I told them my story and they called both dealers. I was on hold the entire time, and must say they got answers FAST! Funny how the answers corporate customer service got were different from what I got...

Long story short, my steering rack IS covered under warranty and I will NOT be responsible for any repairs. All the documentation I have and Chrysler has shows this.

Hopefully the Jeep won't have any more issues in sub zero temps while I'm over 1,000 miles away from home :juggle:

12KK SFD · **Posted:** Thu Jun 19, 2014 3:48 pm

Glad to hear it worked out for you!

carlosburitica · **Joined:** Sat Jan 05, 2013 1:07 pm **Posts:** 309

i got the same problem on my kk.
steering rack went bad last year in aug. and it happened again in may after 7k miles.

dealer replaced it under warranty.

now you need to find what is causing the power rack to blow. on mine they changed the pump and and one hose that was getting dry, probably breakng apart inside the system and clogging the power rack over pressurizing it and braking the out seal , a common cause of power rack failure.

in my case i took it to the same dealer, dealers don't like to warranty others repairs.

Dealership Screwup - Advice needed

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