Are you getting the proper repair?????

Tug Toy · Jan 24, 2016

No, just the first drum. But I brought the old one home with me for a spare. I was not going to argue with the idiot anymore that he could just clean the oil off of the steel and it would be good as new.

59MackB61 · Jan 24, 2016

Years ago I worked at a KW dealer and they used to send the wet shoes out to a spring shop that would burn the shoes off if they were still 50% or better otherwise they would re-line, I always remember it always had weird odor, similar to a blacksmith

Ridgeline · Jan 24, 2016

Yes they could have cleaned the drum, unless it was close to tolerances or out of round and could not be turned because it was a thin margin.

I'm thinking it would be easier just to replace it than to try to properly clean it.

Freightliner_Man · Jan 24, 2016

Tug Tou said: ↑

This all happened a couple of weeks ago. The $700 was put on our account because I was not going to argue with the punk about the waranty I believed it would be covered under. Took used brake drum home with me. ( can steel drums get oil soaked) Second one reminded THEM of the coverage I knew the truck had and it was done under waranty. They then credited the previous repair minus the new drum cost ($119). When down I had t/a repar it in the middle of the night, took pictures and parts back to dealer that performed the work after the load, And made a deal for them to credit our account for 80% of the t/a bill. If I had waited till morning I'm sure they would have covered the whole repair.

Point is if YOU had enough knowlage to prevent the first bill I would have gladly paid you 1/2 the cost of the drum ($64) for the advanced knowlage.

I can't for the life of me know how a large kW dealer doesent know the terms of there own warranty!!!!!!!!! Service manager seemed shocked to see it was in fact covered. Wonder how many have paid and not known?
Click to expand...

That is exactly what I am thinking of doing. What do customers pay for because of lack of knowledge. A little info from someone could help recover some money. What I am thinking of trying to do has very little with giving a diagnosis of repairs, but trying to help recover the costs of repairs that should have been warranty, (like the shoes. If the tech story was written correct it should have been covered under progressive damage. I personally do not do replace drums I clean them. That is up to the discretion of the tech working on it.) Or looking at a bill and trying to find if the tech just basically missed the diagnosis. Example of something that happened in our shop. Truck comes in for communication problems (J1939). For some reason the tech said it needed an a/c compressor. Have no idea what logic he used to come up with that???

Freightliner_Man · Jan 24, 2016

Tropsnart said: ↑

Somehow Freightliner Man if you could assemble mountains of invoices and repair information it would be possible to rate dealership service departments based on
1. Customer service / satisfaction
2. Willingness to make it right
3. Percentage of fixed correctly the 1st time
4. Percentage of time customers are overcharged

Funny how if businesses know someone is checking up on them they are more likely to get rid of employees who could care less about the customer.
Click to expand...

A rating system is also a interesting idea!

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