Airbag recall fix didn’t go well (wait if you can)

[Poncedog]

I should have waited but I needed an oil change anyway, so I scheduled the fix and it was done today. Dealer admitted that today they did their first 3 of them. My B pillar molding where it meets the ceiling cloth was left with stress marks in the plastic, was not able to be properly snapped into place (leaving an gap and an exposed tab) and they left greasy finger prints in many places. I examined before driving away and reported it to them. They would have let me drive away. The service manager immediately told me he’ll order replacement molding and have his detail guy clean the ceiling (after he tried with brown paper towel roll and spray upholstery cleaner). It will have to go back after they order the molding piece. I also think the oh shit handle is not as firm as it was and there’s a gap you can see daylight brought that there was not before. Pretty minor but I don’t think I’m being petty at all. It’s just not ok.

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[RangerPA]

Wow, I would never go back to them for service (or to buy a car), horrible customer service. I would have been furious.

 

[ChronciallyChronic]

I was supposed to have mine done today, I cancelled for just the reason you said, give them time to do a few BEFORE they do mine.

 

[waffleso_0]

Crazy. We just had another thread where the truck was done great. I guest its luck of the draw with the people that work/run these service centers
See here: @Kidbullets reply https://www.ranger6g.com/forum/thre...repair-now-available.23232/page-4#post-337452

 

[Ranger_George]

That's brutal - I would be livid. Very sorry.

 

[Barely Krawlified]

Very sorry you are experiencing this and I too would be quite upset at what you’ve depicted in those photos. It’s just completely unacceptable.

Of course, mistakes happen sometimes and it sucks to deal with for sure but rest assured this can be fixed to look and function as good as new with OEM parts from their dealership’s parts counter. I bet if they had owned up to it, apologized and promised to make it 100% right by you, you’d have felt a whole lot better about it all. Instead, they ducked out hoping you wouldnt notice right away and only conceded the need for a proper remedy when it becane apparent you would accept no less.

If you’re so inclined, you may have some leverage to push for some additional oil changes (since you have them performed at the dealer) or something from their parts department for the hassle. They should really make this right by you and quickly.

 

[Satex]

Very sorry you are experiencing this and I too would be quite upset at what you’ve depicted in those photos. It’s just completely unacceptable.

Of course, mistakes happen sometimes and it sucks to deal with for sure but rest assured this can be fixed to look and function as good as new with OEM parts from their dealership’s parts counter. I bet if they had owned up to it, apologized and promised to make it 100% right by you, you’d have felt a whole lot better about it all. Instead, they ducked out hoping you wouldnt notice right away and only conceded the need for a proper remedy when it becane apparent you would accept no less.

If you’re so inclined, you may have some leverage to push for some additional oil changes (since you have them performed at the dealer) or something from their parts department for the hassle. They should really make this right by you and quickly.

THIS is the point. Mistakes happen. I expect them to happen occasionally. But the measure of people/businesses isn't the absence of errors but their response to them.

1. The tech should have recognized his own poor execution. He should have corrected it or asked for help.

2. Upon inspection before delivery (if that's a process at that dealer,) it should have been fixed. You should have been informed about the delay and the reason.

3. Your inspection should have yielded an immediate response that included 3 parts: A. Mea culpa. B. We're on it. C. In addition to getting it fixed right, we want to offer you "X" for your inconvenience.

Because some mistakes are inevitable, I judge businesses and people by how they respond to mistakes rather than whether or not they've made them.

 

[garyo]

I should have waited but I needed an oil change anyway, so I scheduled the fix and it was done today. Dealer admitted that today they did their first 3 of them. My B pillar molding where it meets the ceiling cloth was left with stress marks in the plastic, was not able to be properly snapped into place (leaving an gap and an exposed tab) and they left greasy finger prints in many places. I examined before driving away and reported it to them. They would have let me drive away. The service manager immediately told me he’ll order replacement molding and have his detail guy clean the ceiling (after he tried with brown paper towel roll and spray upholstery cleaner). It will have to go back after they order the molding piece. I also think the oh shit handle is not as firm as it was and there’s a gap you can see daylight brought that there was not before. Pretty minor but I don’t think I’m being petty at all. It’s just not ok.

I should have waited but I needed an oil change anyway, so I scheduled the fix and it was done today. Dealer admitted that today they did their first 3 of them. My B pillar molding where it meets the ceiling cloth was left with stress marks in the plastic, was not able to be properly snapped into place (leaving an gap and an exposed tab) and they left greasy finger prints in many places. I examined before driving away and reported it to them. They would have let me drive away. The service manager immediately told me he’ll order replacement molding and have his detail guy clean the ceiling (after he tried with brown paper towel roll and spray upholstery cleaner). It will have to go back after they order the molding piece. I also think the oh shit handle is not as firm as it was and there’s a gap you can see daylight brought that there was not before. Pretty minor but I don’t think I’m being petty at all. It’s just not ok.

That’s not ok. I’d say fault lies with the dealership or technician who performed the work. Whether it’s a training issue or just sloppy workmanship.

My truck is going in for an oil change at a small dealership next week and they have ordered the recall parts. They also want it done at a separate appt which I’m fine with but will make sure they I understand I want the truck back in premium condition. I’m a little nervous now, but thanks for posting. Best of luck getting everything right.

 

[Satex]

That’s not ok. I’d say fault lies with the dealership or technician who performed the work. Whether it’s a training issue or just sloppy workmanship.

My truck is going in for an oil change at a small dealership next week and they have ordered the recall parts. They also want it done at a separate appt which I’m fine with but will make sure they I understand I want the truck back in premium condition. I’m a little nervous now, but thanks for posting. Best of luck getting everything right.

They want a separate appointment? My response: "OK. Let's schedule 2 separate appointments, but on the same day."

 

[garyo]

Crazy. We just had another thread where the truck was done great. I guest its luck of the draw with the people that work/run these service centers
See here: @Kidbullets reply https://www.ranger6g.com/forum/thre...repair-now-available.23232/page-4#post-337452

I agree that it depends on the tech or dealership performing the work.

They want a separate appointment? My response: "OK. Let's schedule 2 separate appointments, but on the same day."

I believe it’s because I want the oil change done on a specific day and they said they need to order the parts. It’s a smaller rural dealer. But hopefully they have a good tech who will do the work and I will take before pics to ensure fitment is bang on.

 

[kvranger]

Having taken the pillars apart to replace the tweeters, I am pretty certain they are less likely to open correctly in an airbag deployment. The work seems less safe than before.

 

[MK8.5 Golf R]

That sucks and it's the reason why I don't let dealerships touch any of my vehicles. I'm not getting this recall fix done anytime soon.

 

[Boosted6G]

I took mine in to do the brake assist recall, and they did this one at the same time even though I never requested it. I was just going to skip it.

Luckily, it looks like I got a tech that wasn't huffing glue that day, as everything looks okay. I always assume a dealer will screw up my vehicle, it's why I never take it to them unless I have to.

Time for you to have a candid discussion with the service manager and GM.

 

[Aardvark]

Question: as part of this recall "fix", do they also pull the door panel(s) off, or is that not part of it?

Just wondering how far this goes before I commit...

 

[burbansk]

Wow, I would never go back to them for service (or to buy a car), horrible customer service. I would have been furious.

Also looks like they scratched up the top off your passenger vent by the side window door defroster.

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