[hattitude]

Just another story about a dealer service department. I was hoping it would end better...

I bought this 2500 RAM diesel on 12/5/13.

On 6/5/14, with 6743 miles, I took it to a local dealer. I asked them to change oil, oil filter, BOTH fuel filters, and for flash updates. I had a coupon for oil & fuel filter changes.

They had it all day and when I picked it up, they couldn't do two updates (P15 & RRT 14-006) because "unable to complete no software". There was a total lack of communication and some miscommunication with the service writer, over a warranty issue I wanted them to check. In the end it checked out OK. Not a really bad experience, mainly a poor service writer.

Here it is 6 months later, and my garage/tools are unaccessible do to a house addition. I had another oil change coupon and I needed the old/new updates. So I gave them another chance.

This time the service writer, a young lady, was sharp with great communication skills.

I asked for an oil/filter change, any needed updates, and have them look at the fuel filter monitor. The FF monitor read 28% (much lower than the oil monitor) at 6 months and 6200 miles. I said I believed it was counting down too rapidly. I explained both filters were replaced by them 6 months/6200 miles ago, and while they forgot to reset the FF & Oil monitors at that time, I did it for them.

A few hours later, the oil/filter was changed (I know they did it because there is oil all over the front, frame under the engine oil filter ), and the old/new updates were done.

Now for the fuel filter monitor. The tech told the service writer: The fuel filter monitor measures the rear fuel filter. It is at 28% because it is measuring decreased fuel flow. The rear filter wasn't changed at the last service and it needs to be changed now. The fuel filter monitor is working correctly.

The invoice read "Fuel filter is showing low percent, informed customer that vehicle has two fuel filters and rear fuel filter needs to be replaced."

Really!? That's the tech's response!?

I told the service writer, based on THEIR own invoices, one of two things happened: either I was charged for a fuel filter replacement that didn't happen back in June, or this tech just blew off checking the fuel filter monitor. He took the easy way out, saying it needed to be changed.

I told her I believe that all was done correctly last time, and the FF monitor is just counting down too rapidly. It needs to be properly diagnosed and fixed.

The service writer was great. She seemed very concerned, totally understood the issue, and said she'd talk to the tech and service manager. She assured me they would "fix this problem".

She called me back an hour later and this was their "fix": If I pay for the fuel filters, they would change them both out for free and reset the FF monitor...... :rof

She understood when I told her I wouldn't be back.... I think she was actually embarrassed when she called me back with their "fix".

I plan to stock up on filters for my truck. I'll be doing all my service now, as I knew I should right from the start. I just got lazy and hoped to find a dealer that could reliably work on my truck...

Hope I don't have any warranty issues.... not sure who I'd go to ... :confused013:

 

[ChrisJ208]

Sounds like a bad case of laziness, do you have the invoice and service performed sheet that shows where you where charged for the frame mounted filter and where it shows that the filter was replaced?

My understanding is the FF monitor goes by engine hours. I like to put marks on my filters to see if they get replaced, if you do that then see that your marks are still there after the service is done, then your know for sure they didn't do something.

I will do my own services after my free oil changes are up.

 

[kylant]

sounds like lazy/incompetent service department. there is an update that addresses the issue

 

[Mr Shoer]

ChirJ208 has it right. Get your invoices to the dealer and prove your point.

I haven't had a plugged fuel filter since the early 90's when diesels weren't cool and the fuel itself was hard to find sometimes. Some rural fueling stations would sit on old diesel in the tanks for way too long. I guess my point is that it's possible that the filter is semi-plugged because of bad fuel or debri. If that's the case, that filter cost would be out of your pocket because the filter is a consumable part.

Hope you get it resolved quickly. Take your receipts to the service center and hash it out and don't walk in their with both guns drawn. Catch more flies with honey ya know

 

[SATX_CUMMINS]

Hard to believe your fuel filter would be plugged up only after about 6k miles using US diesel fuel. I changed mine out at 12k miles recently and both still looked brand new.

 

[saxdogg]

Same reason I always remove one valve stem cap when I'm expecting a tire rotation. Caught that not being done at least twice on other cars.

 

[smok'em]

I said no thanks to my free oil changes, I don't need/want the aggravation. My local dealer STINKS big time. They sell both Chrysler and Toyota products. With both my previous trucks I caught them not replacing the oil filter once and not rotating tires... I will only go there in an emergency.
I actually enjoy doing my maintenance and minor repairs, and I know it was done right!

 

[ChrisJ208]

I said no thanks to my free oil changes, I don't need/want the aggravation. My local dealer STINKS big time. They sell both Chrysler and Toyota products. With both my previous trucks I caught them not replacing the oil filter once and not rotating tires... I will only go there in an emergency.
I actually enjoy doing my maintenance and minor repairs, and I know it was done right!

I do agree with you about doing it yourself and knowing its done right. Im really thinking about not going in for the free changes after reading a few problems others have had. Yeah I could save $70 by letting them do it but it might cost me more later on. Plus I can save about 2 gals of diesel by doing it at home.

 

[Venkman]

When I had my dealer change both fuel filters, I had them put the old ones in the bed.

Might sound silly but I know they changed both.

And I'm pretty sure I read here that the EVIC only monitors the engine fuel filter.

 

[Lead Head]

Just saying, but I'm pretty sure there is no "fuel filter monitor" on these trucks to be checked, so the tech probably wasn't sure what you wanted checked.

It probably just ticks the fuel filter life counter down based on the amount of fuel burned. It might be able to infer fuel filter condition based on rail pressure or something, but I doubt it.

 

[hattitude]

Just saying, but I'm pretty sure there is no "fuel filter monitor" on these trucks to be checked, so the tech probably wasn't sure what you wanted checked.

It probably just ticks the fuel filter life counter down based on the amount of fuel burned. It might be able to infer fuel filter condition based on rail pressure or something, but I doubt it.

In the EVIC there is a fuel filter monitor that tells you the remaining life of your fuel filter. It works just like the oil life monitor. When you reset it, it goes to 100% and starts counting backwards.....

I'm sure it's based on a formula using engine hrs, and other info. The tech tried to tell the service writer it measures the fuel flow through the rear filter, that's how he knew it needed to be changed.. The tech knew what I was talking about... He's most likely the problem, with his lame service manager coming in a close 2nd.

I told the service writer about the FF monitor counting down too quick is a known problem that requires a flash or recalibration. Of course, as nice as she was, she doesn't do the work or handle the service issues.

The service writer looked up both my service invoices in their computer when I spoke to her about the problem. She had that info when she talked with the Service Manager and he came up with their solution.

That service department has no credibility with me. I'm done with them. I'll try to find another dealership that knows of the problem and will fix it for me.

For anyone in my area, the dealership is DCH Chrysler Jeep Dodge Ram in Temecula, CA.

 

[ChrisJ208]

In the EVIC there is a fuel filter monitor that tells you the remaining life of your fuel filter. It works just like the oil life monitor. When you reset it, it goes to 100% and starts counting backwards.....

I'm sure it's based on a formula using engine hrs, and other info. The tech tried to tell the service writer it measures the fuel flow through the rear filter, that's how he knew it needed to be changed.. The tech knew what I was talking about... He's most likely the problem, with his lame service manager coming in a close 2nd.

I told the service writer about the FF monitor counting down too quick is a known problem that requires a flash or recalibration. Of course, as nice as she was, she doesn't do the work or handle the service issues.

The service writer looked up both my service invoices in their computer when I spoke to her about the problem. She had that info when she talked with the Service Manager and he came up with their solution.

That service department has no credibility with me. I'm done with them. I'll try to find another dealership that knows of the problem and will fix it for me.

For anyone in my area, the dealership is DCH Chrysler Jeep Dodge Ram in Temecula, CA.

I don't blame you for changing dealers, it happens a lot at dealers. I have seen techs say something needed to be replaced when it didn't need to be just to make the extra .5 hour labor time. That's a reason I quit working at a dealer I couldn't do that to someone so my checks were getting shorter and shorter.

This is off topic but I thought I would share this, a few months back my mom took her car in to have the front rotor machined, tech said that the back pads needed replacing when they didn't need to be. Funny thing is I replaced the rotors and pads a year before so I knew for a fact they didn't need to be replaced. Tech didn't have an answer on that one, bet he felt stupid.

 

[7492]

Hard to believe your fuel filter would be plugged up only after about 6k miles using US diesel fuel. I changed mine out at 12k miles recently and both still looked brand new.

And there's no bad fuel out there either.........