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Loose steering feels like it has play and drifts

jforse

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So after a day in service (I’m on my second steering box) the service advisor, shop floor man, manager and region manager stated that my car drives like intended.
The car developed play / slack on the wheel, after only 3K total miles and 2900 miles on the new steering box.
Where do we go from here ?
I opened a case that was closed at the same day. Am I going mad ?

Get ahold of someone at the Executive level, be respectful, and jump through the hoops they have you jump through. There is no fix that Jeep can provide. The PSC kit will solve the problem. I have been in two JL's with the swap done and they are perfect. I wasn't willing to drop $2000 on mine. FCA just bought mine back last week.
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RagTopDeluxe

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Update (cross post from the buy-back thread):

Jeep has given up on me. Today was the last straw and I’m still pissed off.

I got a voice mail from my FCA representative that started with offering to set up an appointment with another dealer. I have repeatedly told her that two local service managers have told me that they have no direction from FCA and have no idea what to do to help me.

What really makes me angry is that she proceeded to say that “the dealership states that the vehicle drives as designed and it was compared to a like vehicle.”

This is absolutely false!

The shop foreman drove my Jeep after seeing me struggle with it and said it seemed off (“there’s *something* there”). We also drove a like JLR off the lot and it was significantly better than mine and I made it clear that was the case.

So, who is lying?!? FCA or the dealer? :angry:

I called her on that on my return call and she offered to “refer me to arbitration,” but all that meant was an email with a link to the NCDSUSA website.

I love my Jeep and it’s otherwise fantastic. My hubby wants to get the PSC and be done. I like the idea, but am really having a hard time letting FCA off the hook that easily. It’s not right.
 

df007

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Update (cross post from the buy-back thread):

Jeep has given up on me. Today was the last straw and I’m still pissed off.

I got a voice mail from my FCA representative that started with offering to set up an appointment with another dealer. I have repeatedly told her that two local service managers have told me that they have no direction from FCA and have no idea what to do to help me.

What really makes me angry is that she proceeded to say that “the dealership states that the vehicle drives as designed and it was compared to a like vehicle.”

This is absolutely false!

The shop foreman drove my Jeep after seeing me struggle with it and said it seemed off (“there’s *something* there”). We also drove a like JLR off the lot and it was significantly better than mine and I made it clear that was the case.

So, who is lying?!? FCA or the dealer? :angry:

I called her on that on my return call and she offered to “refer me to arbitration,” but all that meant was an email with a link to the NCDSUSA website.

I love my Jeep and it’s otherwise fantastic. My hubby wants to get the PSC and be done. I like the idea, but am really having a hard time letting FCA off the hook that easily. It’s not right.
Wow. The lying is next level. Sounds similar to my recent experience. Dealer is cool and knows there is a problem, FCA says it drives like it should without knowing anything.
 

JeepCares

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So after a day in service (I’m on my second steering box) the service advisor, shop floor man, manager and region manager stated that my car drives like intended.
The car developed play / slack on the wheel, after only 3K total miles and 2900 miles on the new steering box.
Where do we go from here ?
I opened a case that was closed at the same day. Am I going mad ?
Hi Tlebkcalb,
If you would like to PM us with your case number, we would be happy to look into this further for you.

With 600 miles on my car I logged my complaint. I started by talking to the service director on the phone and I descried play in the gearbox, moving the steering column was not moving the pitman arm. He sounded very familiar with the issues and rattled off some things that might make it better, like if I had the old damper or trackbar. He asked if my car pulled or wandered and I said no just play. He then said it's probably the steering gearbox. I uploaded some video's of the gearbox for him to confirm where the slop was. We exchanged some emails where I sent him the part numbers for my trackbar, damper, and gearbox.

At this point he said I had all the latest spec parts (inc. AE box) and said they could try and throw another gearbox at it, but this was not fixing many cases(i.e. this dude has been haunted by this issue). That's when I read the same thing here. I told him I did not want to just throw stuff at the car and do work for no good reason and he recommended I start a star case and then wait to see if they come up with a known fix. I asked if I needed to bring the car in and he said no based on what we had exchanged. I then PM'ed @JeepCares here and started a case. The case agent got in touch with the service director and the service director emailed me that they were in contact. Great.....I'll just be patient and have some faith......

Got a call from Jeep customer satisfaction two nights ago. They were following up to make sure my CLOSED steering star case solution was doing well. WHAT? They informed me the case was closed because the vehicle performs as designed and is similar to other new vehicles on the lot. I explained that I was never told that by my dealer or case agent and asked the cased be reopened and note that the steering is not ok. I explained that I have driven other JL's that were fine, and JK's that are perfect. I also explained that the dealer knows exactly what the problem is. The agent said they can not reopen the case and that I'd have to bring my car to the dealer to start the process again.

This is nuts. Meanwhile the cold weather is tightening up the steering a bit and others are now have lock up issues again
Hi df007,
I did take a look into your case and see that your case manager contacted you via phone on September 26 to notify you that your case was being closed, as your dealer stated that your vehicle was operating as designed. If you decide to visit another dealer for a second opinion, please feel free to PM us as we would be happy to open another case for you.

So mine is going on day 3 in the shop - they called to update on the 3 issues it’s in for and for the steering, they told me (as though this was a big accomplishment) that they replaced the damper and did an alignment. I’m underwhelmed with the response, but I owe it to try it before saying more needs to be done.

Won’t cover the other issues here in the steering thread, other than to say the response on those was near comical. Took over 6 weeks to even get mine into the shop, and I’ve had better warranty support for my riding mower.

I’m inclined to ask @JeepCares - can you please clarify just what it is that Jeep cares about? I was assuming you meant the customer, but I’m apparently mistaken.
Hi They call me...PaPa,
We're certainly sorry to hear about your experience. As customer care agent, we are not mechanically trained and do rely on our dealers in the field to diagnose and address vehicle concerns. Our team connects you with a Case Specialist to work with throughout the repair process. This Specialist ensures everything is documented properly, keeps lines of communication opened and helps ensure all resources are being utilized to assist in addressing your concern. Opening cases is also the way trends are tracked and helps make the appropriate parties aware.

Alex
JeepCares
 

df007

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Hi Tlebkcalb,
If you would like to PM us with your case number, we would be happy to look into this further for you.



Hi df007,
I did take a look into your case and see that your case manager contacted you via phone on September 26 to notify you that your case was being closed, as your dealer stated that your vehicle was operating as designed. If you decide to visit another dealer for a second opinion, please feel free to PM us as we would be happy to open another case for you.



Hi They call me...PaPa,
We're certainly sorry to hear about your experience. As customer care agent, we are not mechanically trained and do rely on our dealers in the field to diagnose and address vehicle concerns. Our team connects you with a Case Specialist to work with throughout the repair process. This Specialist ensures everything is documented properly, keeps lines of communication opened and helps ensure all resources are being utilized to assist in addressing your concern. Opening cases is also the way trends are tracked and helps make the appropriate parties aware.

Alex
JeepCares
Alex,

That is completely incorrect. On September 26th I was NOT told my case was being closed. I was told there was not a solution and there would be more correspondence when more information was available. My dealer NEVER told me the vehicle was operating as designed. My dealer told me to be patient and see if a fix comes out. The FIRST time anyone told me my case was closed was a few days ago. If these records are in my file I feel they are false.

If your calls are recorded for quality assurance I encourage someone to listen to the recording of the call you are referencing.

Honestly I'm trying to be cool about this, I understand things are not always perfect, but there are certain lines being crossed now that are not even ethical. I really like my dealer and have no desire to see another dealer. My dealer seems to understand the problem quite well.
 
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RagTopDeluxe

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Wow. The lying is next level. Sounds similar to my recent experience. Dealer is cool and knows there is a problem, FCA says it drives like it should without knowing anything.
Honestly I'm trying to be cool about this, I understand things are not always perfect, but there are certain lines being crossed now that are not even ethical. I really like my dealer and have no desire to see another dealer. My dealer seems to understand the problem quite well.
The lying is next level and unethical and inexcusable.

My dealer never said that it's "driving as designed." I had my drive-along with the shop foreman on September 9 and I know that FCA spoke to them. So NOW, over two months later FCA claims that my Jeep "drives as designed"?

I call BS.

I love my Jeep, but dealing with FCA is really leaving a bad taste.
 

JeepCares

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Alex,

That is completely incorrect. On September 26th I was NOT told my case was being closed. I was told there was not a solution and there would be more correspondence when more information was available. My dealer NEVER told me the vehicle was operating as designed. My dealer told me to be patient and see if a fix comes out. The FIRST time anyone told me my case was closed was a few days ago. If these records are in my file I feel they are false.

If your calls are recorded for quality assurance I encourage someone to listen to the recording of the call you are referencing.

Honestly I'm trying to be cool about this, I understand things are not always perfect, but there are certain lines being crossed now that are not even ethical. I really like my dealer and have no desire to see another dealer. My dealer seems to understand the problem quite well.
Hi df007,
I am sorry to hear this. According to the previous case notes, your dealer did state to your case specialist that this is a characteristic of the vehicle, as he compared your vehicle to others on the lot, and that nothing further could be done at this time as everything is up to date and that your case specialist did relay this message to you on the 26th of September. I have added a note to this case stating your sentiments regarding the case closure. Because the case has been closed for an extended amount of time, I am unable to reopen this. Should you have a future dealer appointment, please send us a PM.
Alex
JeepCares
 

Jammer

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I'm in Santa Rosa but I'd drive to Folsom if they could actually fix the Jeep. I've been told by corporate that they will set up a meeting with a tech from Jeep corporate at some point soon but I'm quickly losing patience. I don't mind that there is a problem but the lying about it has me REALLY thinking about making this Jeep go away and buying a Tacoma.
I have been so frustrated I thought about going back to my f 250 or 350 i'm done with the Jeep after 5 years with death wobble on my JK now my JK is pulling. I never had problems with my 250 or 350.dinner Mopar lift kit now everybody says I need to spend about another $1,000 on parts and labor for all this other stuff
 

RagTopDeluxe

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Hi df007,
I am sorry to hear this. According to the previous case notes, your dealer did state to your case specialist that this is a characteristic of the vehicle, as he compared your vehicle to others on the lot, and that nothing further could be done at this time as everything is up to date and that your case specialist did relay this message to you on the 26th of September. I have added a note to this case stating your sentiments regarding the case closure. Because the case has been closed for an extended amount of time, I am unable to reopen this. Should you have a future dealer appointment, please send us a PM.
Alex
JeepCares
How is THIS "drives as designed" or a "characteristic of the vehicle"?



Not acceptable.
 

BrandonB00

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So mine is going on day 3 in the shop - they called to update on the 3 issues it’s in for and for the steering, they told me (as though this was a big accomplishment) that they replaced the damper and did an alignment. I’m underwhelmed with the response, but I owe it to try it before saying more needs to be done.

Won’t cover the other issues here in the steering thread, other than to say the response on those was near comical. Took over 6 weeks to even get mine into the shop, and I’ve had better warranty support for my riding mower.

I’m inclined to ask @JeepCares - can you please clarify just what it is that Jeep cares about? I was assuming you meant the customer, but I’m apparently mistaken.
@JeepCares doesn't care about anything. They are a bunch of robots at this point obviously holding a company line. I almost wonder if they are just calling the dealers ahead of time and telling them to deny everything so that some cowboy dealer doesn't go and admit that there is a problem. Everyone on here has now got the language of "it drives as intended" contrary to mountains of evidence that a lot of people are having major issues. When multiple dealers in multiple areas won't even test drive a vehicle and then say that it "drives as intended" with no fear of corporate coming down on them, It indicates to me that they have been instructed to say that. It's just as plausible as any other theory as to why no one can get this problem dealt with unless they spend big money to fix it themselves.
 

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BrandonB00

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Hi df007,
I am sorry to hear this. According to the previous case notes, your dealer did state to your case specialist that this is a characteristic of the vehicle, as he compared your vehicle to others on the lot, and that nothing further could be done at this time as everything is up to date and that your case specialist did relay this message to you on the 26th of September. I have added a note to this case stating your sentiments regarding the case closure. Because the case has been closed for an extended amount of time, I am unable to reopen this. Should you have a future dealer appointment, please send us a PM.
Alex
JeepCares
Look Jeep Cares. We are all aware of what the dealers are "saying" and that you have no mechanical experience. That is the problem. No one is getting the truth from Jeep. These steering issues are not how the vehicle was intended to drive. There is a mountain of evidence that shows that people here are really having steering issues. So when you say "the dealer says ..... " that is not helpful. At this point we aren't complaining about steering issues. We all know that we are having steering issues. Some have even found dealers that will at first admit that there are steering issues. What we are complaining about now is that FCA and it's employees are now lying and denying any problem. It's blatantly dishonest and really is theft when you look at how much money you are swindling people out of by selling flawed products then failing to address the issues.
 

Aceman

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@JeepCares doesn't care about anything. They are a bunch of robots at this point obviously holding a company line. I almost wonder if they are just calling the dealers ahead of time and telling them to deny everything so that some cowboy dealer doesn't go and admit that there is a problem. Everyone on here has now got the language of "it drives as intended" contrary to mountains of evidence that a lot of people are having major issues. When multiple dealers in multiple areas won't even test drive a vehicle and then say that it "drives as intended" with no fear of corporate coming down on them, It indicates to me that they have been instructed to say that. It's just as plausible as any other theory as to why no one can get this problem dealt with unless they spend big money to fix it themselves.
Yup. This exactly. This has been an implementation from the top down. Chances are, if you have a dealer that admits there's a problem, like mine did initially, they'll walk it back once a TA from Chrysler visits them and tells them to fall in line... "operates as intended" is the company line. Continue making noise, continue sharing your horrible Jeep experience, continue to talk people out of buying their unsafe vehicles. Talk to whoever will listen, post to all news & social media outlets. Life has a way of enacting karma and often does in the most ironic fashion possible. Imagine Manley's family being obliterated by an oncoming Wrangler with faulty steering... I wouldn't want that kind of karma resting on my shoulders. But that's what they're doing, they're waiting for enough tragedies to make it worth their while, then maybe they'll admit and fix the problem.
 
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@JeepCares

I have the 2020 JLUR, right off the lot horrible steering...this is my 3rd jeep, nothing i've ever driven has been this bad...I replaced the track bar(yeti) steering dampner(fox2.0) lowered the tire pressure...all made minute improvements...it wasn't until I adjusted the steering box which, btw, is a nono according to several things ive read...but thats when I noticed a tangible change. I rotated my steering box adjustment screw 1/4 turn...i still have about 1/4 inch of dead steering but it sure beats 3 inches. Honestly someone will die....my wife said she felt like she was a drunk driver, all over the road correcting correcting.... Did i screw my warranty adjusting the steering box by 1/4 turn 'yep' will I die because I can't keep it on the road 'nope' ...I honestly feel like these steering boxes were not set correctly...someone needs to pull one out of a JL/JT that is working and one that isn't and check for discrepancies in those adjustment screws. Quality control, come on.
 

clayps

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@JeepCares

I have the 2020 JLUR, right off the lot horrible steering...this is my 3rd jeep, nothing i've ever driven has been this bad...I replaced the track bar(yeti) steering dampner(fox2.0) lowered the tire pressure...all made minute improvements...it wasn't until I adjusted the steering box which, btw, is a nono according to several things ive read...but thats when I noticed a tangible change. I rotated my steering box adjustment screw 1/4 turn...i still have about 1/4 inch of dead steering but it sure beats 3 inches. Honestly someone will die....my wife said she felt like she was a drunk driver, all over the road correcting correcting.... Did i screw my warranty adjusting the steering box by 1/4 turn 'yep' will I die because I can't keep it on the road 'nope' ...I honestly feel like these steering boxes were not set correctly...someone needs to pull one out of a JL/JT that is working and one that isn't and check for discrepancies in those adjustment screws. Quality control, come on.
Where are you located? Do you get cold weather? Will be interesting to see if tightening up the box brings forth the steering lock up that others experience when the weather gets cold! Glad it’s fixed for you!!

edit: just read you’re located in London. That’s where I’m from! I’ve likely waved at you from my JK a few times :).
 

Tlebkcalb

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Hi Tlebkcalb,
If you would like to PM us with your case number, we would be happy to look into this further for you.



Hi df007,
I did take a look into your case and see that your case manager contacted you via phone on September 26 to notify you that your case was being closed, as your dealer stated that your vehicle was operating as designed. If you decide to visit another dealer for a second opinion, please feel free to PM us as we would be happy to open another case for you.



Hi They call me...PaPa,
We're certainly sorry to hear about your experience. As customer care agent, we are not mechanically trained and do rely on our dealers in the field to diagnose and address vehicle concerns. Our team connects you with a Case Specialist to work with throughout the repair process. This Specialist ensures everything is documented properly, keeps lines of communication opened and helps ensure all resources are being utilized to assist in addressing your concern. Opening cases is also the way trends are tracked and helps make the appropriate parties aware.

Alex
JeepCares
Thank you, but the case was closed with the same bullshit - drives as intended.
I decided to move on, and most likely sell it if I can’t lemon law it quickly
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