Dealer won't do TSB 18-023-06, what now?

mikec1203 · **Joined:** Tue Nov 28, 2006 10:16 pm **Posts:** 9

Hello all,

Had my CRD at the dealer today for balljoint recall and asked that they do the 18-23-06 TSB as well. I even printed it and left it in the Jeep for them. When I picked it up they said they wouldn't do the TSB because there were no codes (I'm assuming they meant DTC's), and that the TSB couldn't be done unless there were codes. I re-read the TSB when getting home and I think they have misread it. It states that IF there are DTC's, to clear them and fix the problem BEFORE performing the TSB. Simple mistake, right? Well, reasoning is not so easy when they firmly believe that you, as a stupid customer, are wrong and that anything that was "printed from the internet" must be evil and wrong.

I then called Jeep customer service and after a long time got a nice person who didn't know what a "TBS" was, and said there were "no recalls other than the ball joint one for my vehicle". Ten minutes of trying to explain later that I know but this isn't a recall it is a T-S-B and I want to know if the dealership was right in their reasoning (which I'm pretty sure they aren't) I gave up...useless customer service and a waste of time.

My question is if anyone knows of a number I can call to get someone that knows that this TSB should be performed on my Liberty and can inform the dealer of this?

Thanks for any advice,
Mike

PS Sorry for the rant on my first post, but the Jeep goes back to the Dealer on Friday for oil-leak dye inspection, battery drain, and windshield crackling noise, and I want to make sure they do the TSB (which is what I really care about...)

kjfishman · **Posted:** Wed Nov 29, 2006 12:11 am

Try another dealer, take a copy of the TSB with you. High light the part that says this should be performed when a vehicle is in for service. Explain that the dealer you bought from refused to do the work when it it clearly states that it should be and does not list any symptoms but is for enhancements. Or go back get the service manger and make the same argument. If he doesnt listen find the general manager. Make sure you give them the ratings they deserve wher you get the card in the mail for the original service you brought it in for.

RTStabler51 · **Posted:** Wed Nov 29, 2006 9:13 am

I had to fight to get mine done as well. They had replaced 3 of the 4 glow plugs and didn't think the 'glow plug robustness' applied. So I pointed out on the second page where it said if the vehicle is in for service perform tsb. Then they did it.

AndySRT · **Posted:** Wed Nov 29, 2006 10:27 am

wow I'm glad i have a great dealer that i go to. they did all the TSB's no questions asked. defintly find another dealer. I know one of the tranny TSB's takes 1.5 hours and the dealer probly didn't want to have the liberty in there that long not making them money. :roll:

richardkf · **Joined:** Wed Jun 14, 2006 4:15 pm **Posts:** 167

Mike - go to a new dealership and complain of one of the symptoms described in the TSB. Bring them the TSB as you did with the first dealer and tell them that you found it on the internet. That is how I "broke my dealer in" to doing them. Now they just do whatever I ask them to do because they think I have a moody Jeep.

mikec1203 · **Joined:** Tue Nov 28, 2006 10:16 pm **Posts:** 9

Thanks for the suggestions. I talked with the service manager and asked him to do the TSB when I bring it back next week. He says he'll have to check with his regional rep to see if it is authorized, and get back with me. If they won't do it then I'll be looking for another who will.

I did tell them that I have shuddering when it is in 5th and cold, so hopefully the TSB could be covered under that symptom/complaint. They are saying that if they get audited and have done a TSB without a complaint they would be liable for the repair cost... However, I'm reading the TSB to say that if the vehicle comes in for any reason, do the work.

Thanks again,
Mike

RTStabler51 · **Posted:** Thu Nov 30, 2006 1:55 pm

mikec1203 wrote:

However, I'm reading the TSB to say that if the vehicle comes in for any reason, do the work.

Thanks again,
Mike

It does in black and white on the second page.

SteveInMD · **Posted:** Thu Nov 30, 2006 5:46 pm

The key is the section that says to do it when the vehicle in is for service. Some TSBs say certain problems or codes must be present to preform the TSB. This one does not. When I pointed that out, my dealer did the TSB for me.

no-blue-screen · **Posted:** Thu Nov 30, 2006 6:32 pm

To elaborate on what Steve said, the majority of TSBs that come out for any make/model of vehicle will have symptoms listed and the TSB is only to be performed if the customer complains of those symptoms.

Then what happens is the dealers don't want to do anything to the car when it is running fine or the customer is not complaining of a problem. Their approach is "if it isn't broke, don't fix it". Also, my dealer explained to me that there is a very good chance that the ECM/TCM could be fried or misflashed during the process if it is not done perfectly right.

Basically this is due to the management of the dealership. The dealership you purchased from is usually more willing to make you happy and will do the flash. Another thing is to complain to their management the situation, and let them know that you will be completing a survey and contacting DC to let them know of your less than satisfactory experience at their facility and the fact that they refuse to do the TSB when it clearly states that "perform when vehicle is in for service".

Also, being that it is a TSB and not a recall the dealership can use their discretion on whether or not to perform the TSB. Heck, my dealer's service manager strait out told me that I probably know more about my CRD then he does...but they were very good at taking care of me and for that I will recommend them.

Toe · **Joined:** Mon Jul 10, 2006 12:50 pm **Posts:** 44

no-blue-screen wrote:

"if it isn't broke, don't fix it".

Ain't that the truth. I had a TSB flash for the hemi, the dealership refused to do it. Finally I basically told them the truck was doing word for word what the TSB said, an hour later the flash was done.

no-blue-screen · **Posted:** Thu Nov 30, 2006 7:55 pm

I just told my dealer that the transmission was shuddering and they had to do the F31 recall anyway which flashes the TCM, and I told them I was concerned about what the TSB said about increasing the durability of glow plugs, torque converter, etc.

They had to flash it anyway and they didn't hesitate to perform the ECM portion of the TSB. They gave me a free rental for two days...even though it was one of those chevy aveos, I was still happy that I didn't have to pay....they also replaced both front rotors to correct a vibration problem.

Dealer won't do TSB 18-023-06, what now?

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