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This is what you get when you stop taking **** from people.
The dealer misdiagnosed the suburban, I called BS and made them cover the CORRECT diagnosis, the warranty repair, the tow, and to make me happy they threw in a new set of keys seen below and a free full detail.
Oh, and they fired the two guys that tried to scam me into a new alternator at $518 and their boss left the company as well.
Its miller time!
Edit: I forgot to include the requisite PAB writes a letter and demands satisfaction part. Heres a copy of what I sent to the owner and GM in detroit. Y'all might want to take notes on this part, cause it works really well.
March 27, 2006
VIA FIRST CLASS MAIL
Chevrolet Motor Division
P.O. Box 33170
Detroit, MI 48232-5170
Re: Jim Rathmann Chevrolet
Dear Chevrolet:
The purpose of this letter today is to inform your organization regarding a dispute arising from service invoice CTCS on 2/27/05 at Jim Rathmann Chevrolet. Specifically, I am claiming misconduct and professional negligence on the part of Jim Rathmann Chevrolet, Inc specifically, employee(s) Mr. Christopher Powell and technician Mr. James Davidson. The purpose of this letter is to apprise your management about this situation and relay the facts of this claim in order to try to resolve this matter quickly and amicably.
My initial problem conditions were stalling, uncommanded engine shutdown followed by a no start condition. The conditions were consistent with signs of injector pump failure according to my experience and research in this matter. I called the Chevrolet call center and spoke with Mrs. Tammy X in regard to getting more information about special policy #00064F. She informed me in broad strokes as to which parts are warranted, the length of the warranty period, and which dealer was closest and opened a file number to reference this issue. I inquired about getting a tow and a rental vehicle, to which she replied that GM would work with the customer on both those issues and to keep pertinent paperwork handy.
On February 23rd, after consulting Mr. Roger Gulliver on the telephone, I brought my 1999 Chevrolet Suburban (VIN 3GNGK26F2XG175346) into the dealership for service under GM Special Policy #00064F, regarding repair of a failing Stanadyne DS4 electronic diesel injector pump. As you may already know, the failure of injector pumps on GM diesel power trains is a common problem, and as such GM has issued a special policy to ensure customer satisfaction. The conditions I experienced were stalling, and cranking but not starting ? both consistent with injector pump or fuel solenoid/pump mounted driver failure, a common problem with GM diesels.
Mr. Powell phoned me at approximately 9AM on February 27th to inform me that my injector pump was not at fault, but rather an alternator was the cause and that the replacement would be $518. As you probably know, a failing alternator on a diesel engine will not cause a stalling condition as a diesel engine operates without the use of an electronic ignition system. I went into the dealership at about 11:30AM and spoke with Mr. Powell about this situation and asked him to explain how an alternator would cause a stalling and a no start condition ? to which he seemed baffled for an explanation. He forwarded me to a technician, Mr. James Davidson who explained that the alternator was in need of replacement, as it was not generating current.
Mr. Davidson explained to me that my alternator was failing to generate sufficient current and the computer was commanding an engine shutdown. I asked him to illustrate this scenario, at which point he connected equipment to the engine and showed 12.5 volts at the battery, started the engine, and illustrated the ignition voltage was 11.8 volts and 13.5 volts at the battery.
The test equipment demonstrated 13.5 volts at the battery at idle for about 35 minutes, within normal operating range. Mr. Davidson disconnected the equipment and shutdown the engine, after which he showed me a plastic bucket with 2-3 mm metal objects at the bottom and explained that there was foreign debris in the fuel system that was causing my stalling condition by tripping the optical sensor on the injector pump. I asked Mr. Davidson where he retrieved the fuel sample ? at the filter housing or in the full 42-gallon fuel tank. He replied he sampled from both locations.
At this point, I found both arguments to be absolutely ridiculous, in that if his fuel sample were obtained from the full 42-gallon tank, it would be like finding a needle in a haystack. If his sample were obtained from the filter housing, it would be the filter operating normally. Furthermore, to believe this hypothesis, the 2-3 mm pieces of metal would have to be molecularized by the fuel, travel from the tank, through a transfer pump on the frame rail by the drivers side door and a 10 micron fuel filter, reconstitute into object form, prior to tripping the optical sensor on the injector pump and clogging one of eight fuel injectors, tripping a misfire DTC.
At this point, I must mention - Sunoco is the official fuel of NASCAR, however I strongly doubt that the truck stop by Interstate 95?s Pump #14 dispenses #2 diesel fuel capable of performing the aforementioned magical feats.
Also on the 27th, I consulted Advanced Diesel to conduct an inquiry into the quality of the fuel as well as diagnose the conditions that I explained to Mr. Powell. Their findings concluded a fully functioning alternator, clean fuel ? free of contaminants, and an intermittently failing injector pump/pump mounted driver.
I contacted Mrs. X at Chevrolet customer support in Detroit again and requested a copy of special policy #00064F and informed her of the issues I was having in trying to get proper service. She referred me to Palm Bay Chevrolet to pick up a copy of the policy. Upon picking up the policy, I met Mr. Paul S ? who pointed out that pump failure due to fuel contamination is not covered. I told him of the alternator and magic diesel findings of Mr. Davidson and Mr. Powell, and he took me back to speak with Mr. Jim S, a diesel mechanic. Mr. S informed me that the conditions experienced were uniform with driver failure, it was a warranted item and that both the alternator and magic diesel findings were physically impossible.
Naturally, Palm Bay Chevrolet was my next stop ? Mr. S and Mr. S were both very proficient at handling the issue at hand and I think they deserve proper recognition for handling this matter with utmost professionalism. With the exception of a disconnected waste gate solenoid, which required a return trip to correct, the experience was vastly superior compared to your other dealership.
Mr. S and Mr. S were able to handle the warranty claim that Mr. Powell and Mr. Davidson could not. I find it highly suspicious that a person of Asian descent with a diesel 4x4 Suburban cannot receive a proper response or repair from Jim Rathmann Chevrolet, but can get a proper diagnosis by simply driving across town. It is doubly ironic that Jim Rathmann Chevrolet and Palm Bay Chevrolet are under the same management group and owners.
I realize it is necessary to mention that I have been burdened with the un-necessary expenses and inconvenience due to Jim Rathmann Chevrolet?s misdiagnosis and failure to uphold GM?s special policy of the warranted part. The actual expenses incurred in correcting the misdiagnosis stands at $178, not including my time, as well as loss of use of my Suburban for approximately 15 days. This is not including the seven days it took for the part to arrive at Palm Bay Chevrolet.
I have formidable claims of professional negligence and race and national origin discrimination against Jim Rathmann Chevrolet. My claims are supported by documentation from Advanced Diesel as well as Palm Bay Chevrolet and at this time, I am willing to openly discuss this matter and forego pursuing my claims against Jim Rathmann Chevrolet. I have enclosed documentation supporting my claim; please feel free to contact me if there are any questions. I look forward to your response.
Sincerely,
P A B
And it worked!
EDIT: The dealer recieved this post forwarded via email (Behold, the power of the internet), they requested I mentioned something.
They did step up to the plate and totally fix this. They covered every additional expense that was above and beyond the warranty fix and offered to do a little extra for the inconvenience. I thought it was really cool of them to do that, given the circumstances and they were ready, willing, and able to discuss what had happened and get this situation solved.
Oh, and if you're reading this still: Hi Steve!
This is what you get when you stop taking **** from people.
The dealer misdiagnosed the suburban, I called BS and made them cover the CORRECT diagnosis, the warranty repair, the tow, and to make me happy they threw in a new set of keys seen below and a free full detail.
Oh, and they fired the two guys that tried to scam me into a new alternator at $518 and their boss left the company as well.
Its miller time!
Edit: I forgot to include the requisite PAB writes a letter and demands satisfaction part. Heres a copy of what I sent to the owner and GM in detroit. Y'all might want to take notes on this part, cause it works really well.
March 27, 2006
VIA FIRST CLASS MAIL
Chevrolet Motor Division
P.O. Box 33170
Detroit, MI 48232-5170
Re: Jim Rathmann Chevrolet
Dear Chevrolet:
The purpose of this letter today is to inform your organization regarding a dispute arising from service invoice CTCS on 2/27/05 at Jim Rathmann Chevrolet. Specifically, I am claiming misconduct and professional negligence on the part of Jim Rathmann Chevrolet, Inc specifically, employee(s) Mr. Christopher Powell and technician Mr. James Davidson. The purpose of this letter is to apprise your management about this situation and relay the facts of this claim in order to try to resolve this matter quickly and amicably.
My initial problem conditions were stalling, uncommanded engine shutdown followed by a no start condition. The conditions were consistent with signs of injector pump failure according to my experience and research in this matter. I called the Chevrolet call center and spoke with Mrs. Tammy X in regard to getting more information about special policy #00064F. She informed me in broad strokes as to which parts are warranted, the length of the warranty period, and which dealer was closest and opened a file number to reference this issue. I inquired about getting a tow and a rental vehicle, to which she replied that GM would work with the customer on both those issues and to keep pertinent paperwork handy.
On February 23rd, after consulting Mr. Roger Gulliver on the telephone, I brought my 1999 Chevrolet Suburban (VIN 3GNGK26F2XG175346) into the dealership for service under GM Special Policy #00064F, regarding repair of a failing Stanadyne DS4 electronic diesel injector pump. As you may already know, the failure of injector pumps on GM diesel power trains is a common problem, and as such GM has issued a special policy to ensure customer satisfaction. The conditions I experienced were stalling, and cranking but not starting ? both consistent with injector pump or fuel solenoid/pump mounted driver failure, a common problem with GM diesels.
Mr. Powell phoned me at approximately 9AM on February 27th to inform me that my injector pump was not at fault, but rather an alternator was the cause and that the replacement would be $518. As you probably know, a failing alternator on a diesel engine will not cause a stalling condition as a diesel engine operates without the use of an electronic ignition system. I went into the dealership at about 11:30AM and spoke with Mr. Powell about this situation and asked him to explain how an alternator would cause a stalling and a no start condition ? to which he seemed baffled for an explanation. He forwarded me to a technician, Mr. James Davidson who explained that the alternator was in need of replacement, as it was not generating current.
Mr. Davidson explained to me that my alternator was failing to generate sufficient current and the computer was commanding an engine shutdown. I asked him to illustrate this scenario, at which point he connected equipment to the engine and showed 12.5 volts at the battery, started the engine, and illustrated the ignition voltage was 11.8 volts and 13.5 volts at the battery.
The test equipment demonstrated 13.5 volts at the battery at idle for about 35 minutes, within normal operating range. Mr. Davidson disconnected the equipment and shutdown the engine, after which he showed me a plastic bucket with 2-3 mm metal objects at the bottom and explained that there was foreign debris in the fuel system that was causing my stalling condition by tripping the optical sensor on the injector pump. I asked Mr. Davidson where he retrieved the fuel sample ? at the filter housing or in the full 42-gallon fuel tank. He replied he sampled from both locations.
At this point, I found both arguments to be absolutely ridiculous, in that if his fuel sample were obtained from the full 42-gallon tank, it would be like finding a needle in a haystack. If his sample were obtained from the filter housing, it would be the filter operating normally. Furthermore, to believe this hypothesis, the 2-3 mm pieces of metal would have to be molecularized by the fuel, travel from the tank, through a transfer pump on the frame rail by the drivers side door and a 10 micron fuel filter, reconstitute into object form, prior to tripping the optical sensor on the injector pump and clogging one of eight fuel injectors, tripping a misfire DTC.
At this point, I must mention - Sunoco is the official fuel of NASCAR, however I strongly doubt that the truck stop by Interstate 95?s Pump #14 dispenses #2 diesel fuel capable of performing the aforementioned magical feats.
Also on the 27th, I consulted Advanced Diesel to conduct an inquiry into the quality of the fuel as well as diagnose the conditions that I explained to Mr. Powell. Their findings concluded a fully functioning alternator, clean fuel ? free of contaminants, and an intermittently failing injector pump/pump mounted driver.
I contacted Mrs. X at Chevrolet customer support in Detroit again and requested a copy of special policy #00064F and informed her of the issues I was having in trying to get proper service. She referred me to Palm Bay Chevrolet to pick up a copy of the policy. Upon picking up the policy, I met Mr. Paul S ? who pointed out that pump failure due to fuel contamination is not covered. I told him of the alternator and magic diesel findings of Mr. Davidson and Mr. Powell, and he took me back to speak with Mr. Jim S, a diesel mechanic. Mr. S informed me that the conditions experienced were uniform with driver failure, it was a warranted item and that both the alternator and magic diesel findings were physically impossible.
Naturally, Palm Bay Chevrolet was my next stop ? Mr. S and Mr. S were both very proficient at handling the issue at hand and I think they deserve proper recognition for handling this matter with utmost professionalism. With the exception of a disconnected waste gate solenoid, which required a return trip to correct, the experience was vastly superior compared to your other dealership.
Mr. S and Mr. S were able to handle the warranty claim that Mr. Powell and Mr. Davidson could not. I find it highly suspicious that a person of Asian descent with a diesel 4x4 Suburban cannot receive a proper response or repair from Jim Rathmann Chevrolet, but can get a proper diagnosis by simply driving across town. It is doubly ironic that Jim Rathmann Chevrolet and Palm Bay Chevrolet are under the same management group and owners.
I realize it is necessary to mention that I have been burdened with the un-necessary expenses and inconvenience due to Jim Rathmann Chevrolet?s misdiagnosis and failure to uphold GM?s special policy of the warranted part. The actual expenses incurred in correcting the misdiagnosis stands at $178, not including my time, as well as loss of use of my Suburban for approximately 15 days. This is not including the seven days it took for the part to arrive at Palm Bay Chevrolet.
I have formidable claims of professional negligence and race and national origin discrimination against Jim Rathmann Chevrolet. My claims are supported by documentation from Advanced Diesel as well as Palm Bay Chevrolet and at this time, I am willing to openly discuss this matter and forego pursuing my claims against Jim Rathmann Chevrolet. I have enclosed documentation supporting my claim; please feel free to contact me if there are any questions. I look forward to your response.
Sincerely,
P A B
And it worked!
EDIT: The dealer recieved this post forwarded via email (Behold, the power of the internet), they requested I mentioned something.
They did step up to the plate and totally fix this. They covered every additional expense that was above and beyond the warranty fix and offered to do a little extra for the inconvenience. I thought it was really cool of them to do that, given the circumstances and they were ready, willing, and able to discuss what had happened and get this situation solved.
Oh, and if you're reading this still: Hi Steve!
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