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Old 05-21-2005, 12:13 AM   #1
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Angry Brought Car In For Service

I brought my wife's 03 SVT in for service this past Sat. 14,314 miles on the OD
Told the service adviser it was do for oil change and a tire rotation.
He writes it up , takes it right in and they service it up , rotate the tires.
Brings it back out front, not washed/ cleaned up.
No big deal, its been raining the last few days with more Sun- Mon.

Wife drives it to work Monday, tells me that night it feels weird kinda squirrelly ??
I go out check the tires, they look ok, check tire pressure 30 frt 30 rr should be 32 frt 29 rr.
correct that, no big deal not too far off.
Thought I would check the tq on the lug nuts. Holy $het I have a I-beam type tq wrench that goes up to 150 ft lbs I couldn't budge a single lug nut loose on all 4 wheels.

Went back to dealer Wednesday talked to SM , we were out by the car, I grabbed my tq wrench and told him to try and loosen a lug nut.

I told him 2 things warp a rotor 1.overheating them and 2.OVER TQing the lug nuts.
He just stood there and said they would put it on the rack and check it out.
I told him to bring out a tech with a tq wrench and lets see just how tight they were ??
He declined and said they would take it into the shop, rack it and see.
Then the raised voices started.
I told him I want the rotors frt and rr replaced along with the lug nuts and studs.
He said "were not gonna just throw parts at it"
I said why not your tech just hammered the $het out of the lug nuts/studs.

We go inside they write up another ro and ordered up a set of rotors.
I questioned the ordering of lug nuts and studs.
They said (service writer) he would leave a note with the SM.

They schedule a appointment for Today Friday.
I show up with another tq wrench in hand clicker type 160 click click - 180 click click 200 click click .
The tech just stood there no comment then gets in and drives into the shop.

They removed the wheels and rotors I go out and look at the studs, you can't see anything obvious, but I still tell the SM the studs and lug nuts need to be replaced.
They say no, put new rotors on .

They close out ro I refuse to take possession of car until they write on the ro that they did not replace the lug nuts and studs even tho they were over tqed.
I then wrote on their copy and mine.
"took possessionof unsafe car under protest and will be contacting cust service."

Ya know new car, trying to do all service from a dealership so if anything goes south they had done all service work on vehicle, so they can't come back and say blah blah blah..

After all was said and done, the SM just walked off never even admitted they messed up , a sorry , nothing nawda.

So Monday morning Cust Service will get a nice phone call..


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Old 05-21-2005, 10:21 AM   #2
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wow...I don't know how anyone else feels, but I think you flipped out and acted completely irrationally.

sometimes (and usually more often than sometimes) the dealer makes mistakes. Over-torqueing lugnuts will happen at damn near any repair shop or tire place. That's why the responsible owner has their own torque wrench and double-checks things. If my dealer had overtorqued my lugs, I'd tell them about it, want them to fix it and inspect for damage (perhaps) but that's it. Demanding new parts because your wheels were overtorqued for a few days is ridiculous. If, after retightening the lugs to the correct specification you have symptoms of warped rotors (not hard to miss), THEN take it up with the service manager.

Wow, the way you handled that situation just makes you look like a dick, imo
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Old 05-21-2005, 07:02 PM   #3
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I personally agree with both you guys. 03BSVT you're nuts dude, i think you went off the deep end by a lot. Demanding new parts be put on for a problem that may not even occur is crazy! I personally would have fixed it then told you to ****** off! Revamp thats no excuse for doing things wrong and not even apologizing. When all you do is work on the same group of cars day after day after day tightning lug nuts is something you shouldn't screw up especially by that much. Come on, if we can teach a monkey to survive in outer space why can't someone tighten lug nuts correctly. Take my comments any way you all want, but thats what I think.
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Old 05-21-2005, 07:45 PM   #4
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I tried to keep the post as short as I could, I didn't give all the details, it started out as a polite discussion with the SM and me trying to explain the problem, when he went off and showed me a shitty attitude that's when I went off.

A few years ago I would have been on the other end of this discussion (I was a SM at a dealership.)
So I know how I would of handled the situation, unlike the way he did.
He showed absolutely no concern whatsoever towards the situation from the get go.

So you can have your opinion just like I have mine.
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Old 05-21-2005, 08:16 PM   #5
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I wasnt at the situation, so I'll leave those judgements aside. However, what REALLY bothers me about dealerships, is that, generally, they act like you don't know jack ***** about cars, and that they know absolutely everything. I am by no means an expert, nor am I even a mechanic. However, I do know somethings about cars. It seems that when a reasonably car-educated person tries to discuss problems in an informed manner, they get all huffy and defensive like you couldnt possibly know anything about anything. For instance: I get my oil changed at a dealership. I specifically tell them....be sure to put 5w-30 in there, its an SVT. Service guys pretty much gaff it off "yeah yeah sure". So then I notice on the receipt that they put in 5w-20. It wouldnt bother me that much, simple mistake, but I end up going back for an incomplete service (long story short), and say "i noticed you put 5w20 in last time. While youre changing the oil (again), be sure to put in 5w30." SM disagrees, gets superiorty complex, and states it doesnt take 5w30. I say check the SVT owners manual. SM then just kinda trails off his next sentence and says ok. Yes! Score one for the home team.

On the other side, I have come across some very excellent and accomodating service departments. Unfortunately, for one reason or another, I cant get regular service at these places. It just seems weird to me that some dealerships continue to choose these pushy people to be service reps. I've had it with carelessness and incompetent service techs and reps. Thus, from now on, I'm doing all work, aside from very major stuff, by myself. That way I a) will take care as if it is my own....because it is my own and b) will have no one to blame except MYSELF when I screw up.

Last edited by Stephen S.; 05-21-2005 at 08:21 PM.
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Old 05-22-2005, 06:19 AM   #6
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I'm not going to pass judgement, that's not my place and I wasn't there. However, if the car still feels a little on the weird side go have the tires and wheels balanced. Sometimes if over torqued and torqued in the wrong sequence, it can result in bending and or cracking the rims. Yeah, I know it may sound a little weird, but all metal has a breaking and stress point, and the rims on the SVTF are somewhat on the lite side to begin with.
Just a thought
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Old 05-22-2005, 08:30 AM   #7
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The first thing I do when any shop has had the wheels off my car is to break all the lug nuts loose and retorque them. To me that's one thing that they should never do with air wrenches.
I had a Volkswagen years ago that I got home and couldn't break the nuts loose. I took it back to the shop and talked to the manager who said that they set the torgue on the air wrenches. I invited him to break the nuts loose by hand, and asked him to retorque them with a hand wrench.
This was all done politely. When I got home I was able to crack them loose and set them - after not being able to move them at all the first time...
so much for "being able to set the torque" on the air wrench. I think the grease monkeys just set the air guns at max and let 'em rip....
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Old 05-22-2005, 09:40 AM   #8
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Question

Just for everyones information perhaps you can post the correct torque values for the wheel nuts. For us backyard mechanics.
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Old 05-22-2005, 09:44 AM   #9
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94lbs/ft
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Old 05-22-2005, 10:42 AM   #10
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03BSVT, i think you did the right thing. we're not talking about a toy here, we're talking about a 20,000 dollar car. because of what they did, they are putting your safety at risk. you are not out of line by asking that they replace your lugs and studs. your car is under warranty anyway, it is not costing the dealership anything to replace them. also, if you were to get a flat, you wouldnt be able to get them off, again putting your safety at risk.
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