Repair Downtime, How do you Handle it? - Story Included

Alright so I own one older truck that I can take care of a lot of the maintenance and some repairs myself. That's what I'm used to. Anyway, I just got a new to me 2015 truck with Detroit DD16 engine. Second day hauling the CEL comes on. It's off the next morning but then comes back on. There's only two places around who can work on it, one's the dealer and one is an independent shop. The dealer says bring it in Tuesday morning, (this is Friday) the other shop is two weeks out. Take it to the dealer Monday evening. Tuesday they reach out with repair estimate for doser injector. Wednesday I hear back saying DOC needs cleaned as well. Fine, go ahead. I call back Friday afternoon to find out they haven't gotten a tech on it yet but assure me they'll have that repair done Saturday. I call today (Monday) to find out that "a tech started the repair but was unable to finish on Saturday and hopefully they'll be back on it tomorrow". So now I'm at a full six days of downtime, no real completion date in sight and I'm just curious how you all deal with this? I'm not sure what else there is to do but suck it up and wait but it's sure costing a lot for it to sit there over a week for an estimated 7 hours of repair time. Also, good thing I don't work over the road and be dealing with this out of town somewhere.

 

I feel your pain. I bet the Dealer is short staffed but wants to portray they are shining light of knowledge and service. Someone you can trust.
I'd keep a simple time line of experiences. Keep calm as well. But come bill time I'd discuss their bill V their information, your down time, and being mucked around. Its not your fault they are short staffed, and to a degree its painful for them, but you should not have to wear all the costs.

I also try and keep a good banter with my dealer, or their workshop shift manager anyway. I don't get any pricing favours but I do get honesty on whats possible and how long reality is. I tend to book lots of little jobs in Fri midday so they work on it that afternoon, then Fri night shift, then Sat morning. Truck has commitments Monday so I need it 100%. The hope is they plan for parts and labour.

 

I had an issue with my local dealer when I first bought the truck from them few years back. Had a few things done and had new batteries put in and add a 4th battery as well. Got it all done and drove back home not really thinking about looking over the job, Got this feeling I should have looked at truck before I left the shop. Turns out they did not install the 4th battery and charged me for it as well. I called and was real stern about the issue but also wanted to not burn any bridges as well.

Had them get the manager in the picture for me so I could explain this was gonna cost my my load since I already booked it for that day. Made it a point to be fair but accountable on this issue. They fixed the issue when I came back and gave me a free PM service out of the issue. After that I got to know everyone in the shop and they really looked after me from there. I had a lot of work done to that truck so it surely paid off in the long run not to blow that situation completely out of control.

I had many times got better pricing and many breaks. Also if I took the truck in for something I would tell them when I needed truck back and they made sure I got it back. When I had no time line I would tell them no worries and take time. They have been the only dealer/shop I have been extremely happy to work with since that time.

Be professional but also if they charge at a higher dollar amount hold them to that standard. Talk to manager and they will be easier to deal with than a counter person doing the billing paperwork.

 

I've had issues with emissions bs. I've got sick and tired of spending money on POS and got permanent fix. No more bs for me

 

I'm sure they are understaffed like most other business around here and I understand not wanting to turn down business or portray your own business as being unable to handle the work. However, if it's going to take eight days before you can have the job done, just let me know. Don't tell me it'll be ready tomorrow for 7 days in a row. . .

 

yeh I know that's not good. I use a few mechanics for different jobs. I have a few mechanics I will not use again also. And why I would not buy a particular brand. Service, parts availability, proximity from parts warehouse dealer, and my proximity to the dealer all went into the brand of tuck I bought. Appeal to the manager without trying to throw anyone under the bus. Focus on hard times and you can't afford to be led down the path with misinformation.

If you find you just hit a wall. I'd be evaluating that brand of truck or the donk in it. I won't buy a Cummins over being treated like #### on a $2500 exhaust brake that failed 1 month out of its 12 month warranty. Feel I learnt a lesson on company policy, and dodged a bullet for the future. Pointless me buying a Mack or Volvo as their service is like dealing with a headless chicken. Plus they are a little far away and difficult to get to and from.

 

How many miles on that 2015 ?

 

Not much you can do. You’re at their mercy. Aside from politely stressing the need to get the Truck back. No one likes to beg. I have no problem communicating the fact that funds are limited, bills are due, and my livleyhood is at risk. It’s the truth. No sense pretending it isn’t. If they’re decent, they’ll try their best to help. If not you may be in for trouble when the final invoice is due. If it’s unfair, protest. No rule against negotiating. I have and others I know have successfully gotten excessive charges lowered.

 

My DD15s I don't jump straight to mechanic when engine lights come on, they come on, go off, come on, if every single time you get a light you go running to the dealer your in for a #### time.

DD15s for me seem to be pretty reliable for emissions stuff, as long as it will do a burn you are usually good to go, I only panic if the DPF light comes on and it won't burn.

I don't trust dealers with the emissions stuff first go, the computer will tell them it needs $10k of stuff every time you take it to them. If it keeps happening, goes into limp mode, or you can tell when and why it's happening that's when I go in.

I am thinking of getting a Nexus diag tool so you can force them to burn.

 

Have you read the reviews on the Nexus diag tool you speak off ? The negative reviews that is. I bought the OTR tool for Cummins about 3 years ago. Resets most codes unless it a hard code, resets ghosts codes that pop up once in a blue moon and of course, does the force regen. I paid $650 back then on Fleebay and have save me a lot. If a same code comes back on, I have the shop handle it, not the stealership shops. They’ll tell me exactly what’s going on and I’ll handle it. Usually sensors. I’ve thought about buying the whole laptop set up to do my own, but what for, the shop I take it just tells me what to replace and I’m done. Just saying.


OTR Reset Tools