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Old 09-15-2005, 06:24 PM   #1
twa747231
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Default Strange Warranty Denial--Please Read

I took my car to a dealer on Monday so they could fix a stubborn first gear synchro under warranty; I'm very close to 60k miles. The problem being that first gear will sometimes grind when I'm fully stopped and I try to engage first gear quickly, like when someone comes flying up behind you and you want to inch forward as a precaution. Basically, it's a safety issue. They didn't ask me to recreate the problem so I figured they took my word for it. Since I am past 36k miles, I had to pay for a rental from Enterprise--which is better than paying for any tranny work that isn't under warranty.

So I called the dealer today and the service manager told me that they couldn't repeat any of the symptoms described. They tried this on Monday, by the way. I once again described the problems to the service manager and he supposedly went for a test drive and he told me that he'd call me after the test drive. I called him two hours later, he answered the phone and told me that the synchro was sticking on the first detent and then it was smooth. He has a call out to the regional rep, who happens to be on vacation until Monday.

Firstly, why didn't the dealer call me on Monday to let me know that they couldn't repeat the problem? Consequently, I've had to pay for a rental for the past four days because they forgot (?) to call me. Secondly, why didn't the service manager call after the test drive? I can't wait until tomorrow to prove them wrong and make that synchro grind.

On a side note, I brought them a copy of that ABS voluntary recall and they told me that they don't know anything about it, still, after a month.
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Old 09-15-2005, 08:32 PM   #2
Ringboy
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Good luck. I feel your pain. Subaru customer service needs some dramatic improvements.
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Old 09-15-2005, 08:48 PM   #3
Opie
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If the regional rep determines it is a warrantable issue SOA will pay for your rental car as part of the warranty claim.

As far as why they didn't call you

Quote:
Originally Posted by Ringboy
Good luck. I feel your pain. Subaru customer service needs some dramatic improvements.
It's not Subaru's customer service, it's the dealers.

Each dealer is an independent business, they are not owned...or really controlled by Subaru. They must just follow Subaru's franchise requirements.
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Old 09-16-2005, 09:12 AM   #4
twa747231
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Unfortunately, it is the dealers. My experiences with this dealer has been up and down from day one. I guess I pissed them off when I told them that I couldn't afford $101 an hour anymore.

I'm very tempted to contact SOA over this one. There is no excuse for poor customer service like this.
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Old 09-16-2005, 09:19 AM   #5
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How is this a warranty denial?
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Old 09-16-2005, 10:58 AM   #6
Boom05rs25
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One thing that will never change in the dealer/warranty struggle is the deny,deny,deny treatment,This is commenly the dealer but sometimes extends deeper.Keep bringing it in,take it to another dealer if they keep denying it "Dont give up" Pay the rental tab and once you get your warrenty claim accepted,push all the rental tabs to them and explain what you have gone threw. Dont give up,thats to much like laing down and dieing

Boom
P.S. Ford,Chevy,Dodge all car companys ive ever dealt with have dropped the "cant duplacate" trip,This is commen practice.
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Old 09-16-2005, 02:52 PM   #7
Smythe
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Its usually not the dealers fault. They get money from the manufacturer whenever they do any warrenty work. If youve ever working in a dealership you know that if they can get away with replacing your part without the manufacturer questioning them they will do it. If its something more expensive or uncommon they are less likely to help you because they dont want subaru coming down to ask what the problem was and possably deny the claim after the dealer has done the work. then the dealer has to eat the cost.

I would call SOA 1-800-SUBARU3 talk with them since the rep who is coming out is will ultimately interface with these people for the claim. It has been my experiance that you have to talk with a manager to get anything done and even then its a pain to get them to do anything.

Anyway if you call before the guy comes to look at it and explain you will be in a better situation IMHO.

Derek
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Old 09-20-2005, 02:21 PM   #8
PhilC
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I'd have rather gotten the "Can't duplicate" treatment than the "Normal Operation" treatment we got when our synchros were acting up. Change tranny fluid and I bet your synchro problem goes away without any other work needing done and you can avoid the trip to the dealer.
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Old 09-20-2005, 08:15 PM   #9
twa747231
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Update:
I retrieved my car on Friday and, of course, that synchro wouldn't grind; the car was dead cold and I wasn't going to take a tech for a ride since that dealer doesn't deserve my business anyway. Also, I asked them to drain, refill, and bleed the clutch and to lube the chassis and they didn't do it. The service manager told me that he didn't call me because they were still testing it; they put a grand total of 8 miles in 5 days on my car. I contacted SOA who was supposed to call me today and they didn't call either. What's with the lack of work ethic these days?

Here's the kicker: that synchro is grinding all of the time now (when the car is all up to temperature). As a result, I'm going to add an extra 80 miles to my commute and I'm going to try another dealer.
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Old 09-20-2005, 08:16 PM   #10
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Quote:
Originally Posted by PhilC
I'd have rather gotten the "Can't duplicate" treatment than the "Normal Operation" treatment we got when our synchros were acting up. Change tranny fluid and I bet your synchro problem goes away without any other work needing done and you can avoid the trip to the dealer.
The tranny fluid is less than 500 miles old.
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Old 09-21-2005, 12:36 AM   #11
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Blaaaaack

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I think this is normal stunt. When the tranny fluid is cold, it is more viscous. The viscosity is what allows the sychro to work properly. Once the fluid heats up, its viscosity goes down, then the sychro can't work since there isn't enough friction and the car won't shift or grinds as a result. My dealer said they didn't have time for the tech to take a 20 minute drive on the freeway to get the fluid heated up.
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Old 09-21-2005, 09:16 PM   #12
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Boy...this sounds way to familar
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Old 09-22-2005, 01:08 AM   #13
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if they ask you to duplicate it, be wary of them accusing you of abusive driving in the process. just a heads up

i would pester soa about this personally. more bad dealer pratices... sheesh.

I just put an engine and trans into a 06 tribeca that the torque converter bolts fell out of at 151 miles, and soa is fighting that claim too. it blows my mind! how the hell could they argue with that?
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Old 09-22-2005, 04:03 PM   #14
twa747231
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Quote:
Originally Posted by jack hidley
I think this is normal stunt. When the tranny fluid is cold, it is more viscous. The viscosity is what allows the sychro to work properly. Once the fluid heats up, its viscosity goes down, then the sychro can't work since there isn't enough friction and the car won't shift or grinds as a result. My dealer said they didn't have time for the tech to take a 20 minute drive on the freeway to get the fluid heated up.
My feelings exactly.
Quote:
Originally Posted by 00Maddog
if they ask you to duplicate it, be wary of them accusing you of abusive driving in the process. just a heads up

i would pester soa about this personally. more bad dealer pratices... sheesh.

I just put an engine and trans into a 06 tribeca that the torque converter bolts fell out of at 151 miles, and soa is fighting that claim too. it blows my mind! how the hell could they argue with that?
It costs money, that's why.
I've been speaking to SOA and they are starting to see my side. I even called them while I was driving and I put my phone by the shifter and the synchro did it's grind twice in a row. Of course, they can't do anything about it in that situation; unfortunately, I spoke to an obvious homosexual (seriously) who said, "Umm, yes, I hear a bump." I just want this over with so I can move on.
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Old 09-23-2005, 09:32 AM   #15
PhilC
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Default

Quote:
Originally Posted by twa747231
The tranny fluid is less than 500 miles old.
Yeah but what type of fluid did you use? We went from stock fluid to Amsoil 2000 when our synchros were giving us fits and it got worse almost immediately. Switched out the perfectly good Amsoil to Redline MT-90/Heavyweight shockproof and the problem has been gone for over a year now. Just a suggestion, I'd rather spend $50 on fluid and an hour to change it than ever let a dealer touch my car but that's just me.
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Old 09-26-2005, 06:30 PM   #16
twa747231
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It seems repetitive to bring this thread back up, but here goes.

First, this is my second change of Valvoline 75w-90 synthetic. It worked fine from 26k to 56k miles.

I just got back from Lou Fusz Subaru in St. Peters, MO. They determined that my first gear synchro had expired and I'm due in the first portion of October to get my first gear grinding issues resolved. I recommend Lou Fusz Subaru in St. Peters, MO to anyone in the STL area; they have great customer service and their techs are the best.

Note: this is NOT the dealer mentioned in my post.
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Old 09-26-2005, 08:36 PM   #17
00Maddog
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never repetitive to refer people to a good dealer, thanks for posting up positive comments on them. everyone likes to know where to go good to hear they took care of you, as the others should have.

Jerry
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