Confirmed Service Customer
Past experiences with this dealership have been good. The last visit not as great. My initial appointment was for the backup camera not working. Before the appointment, I called and asked them to also change out my radiator overflow tank, as the sensor has not worked in that tank since I bought the truck new. Honestly, I feel the coolant level sensor should have been warrantied, as the problem has existed since day one when I bought the truck new, and it’s a known common issue with these truck. They did not warranty it though, but that has nothing to do with my less than satisfied experience, it’s just worth noting. My less than satisfactory experience is due to the fact that all all they did was address the coolant level sensor issue, my secondary problem. They did nothing to address my primary problem of the backup camera. They initially quoted me $165 to troubleshoot the camera. Then called back asking for additional work to be done on the camera as they said something to the effect of ‘it’s not factory wiring’. I explained that I had to relocate the camera to the bumper 4 years ago, as I use the truck to haul my camper and the tailgate is removed. I need that the camera and all wiring harnesses are the factory originals, and absolutely nothing has been replaced. Original camera and wiring harnesses are still in use. I rejected their additional chargers to troubleshoot such a simple factory system. I asked that they simply install a known working camera to verify camera operation, rather than charge me hundreds of additional dollars to trace circuiting that’s likely in perfect working order. They would not try a known working camera, as they said one was not available to them. I bought a $60 aftermarket replacement beers since my visit, and it works. This is all the more troubleshooting that was ever required for the camera circuit. I now know that simply replacing the camera with a new factory camera will be all that is necessary. I’m quite disappointed that the dealership wasn’t able to come up with such a simple troubleshooting and diagnosis tool. They may be more interested in adding up troubleshooting labor dollars than actually solving problems. I know I sound a bit critical here, but it’s hard to maintain faith in a service shop that cannot diagnoses such a simple issue, or a technician who cannot identify factory original parts and wiring harnesses simply because they are no longer in the original factory location. Would suggest some further training, as I feel almost any private non-dealership mechanic could have troubleshot this problem in a matter of minutes. I’m not even a mechanic, and I was able to diagnose the problem in minutes after the dealership failed to do so on my appointment. I don’t think there was any malice or intentional less than par service. They were friendly and responsive and kept in contact and did their jobs. I just think someone really dropped the ball on addressing my concerns with the truck.
Dennis W.
PUYALLUP,
WA
Business Response
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