Join Date: May 2007
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Some props for Cummins customer service
I read this site now and then and it is interesting. I have only posted here a couple of times, and I believe it has all been pretty negative stuff. I felt the need to post about something really positive that went down with my 6.7 this week.
Since two days after I got my megacab I have had incredible problems with the emissions on the thing. I have had the truck for 12 weeks, and more than 6 weeks of that time I haven't seen it because it was in the shop. It has left me by the side of the road, and it has left me spending a lot of time driving a rental car, (I hate cars). Cummins has sent engineers out to examine my truck, (I'm in Colorado, they're in Indiana), and they have mostly been at a loss for anything but a band-aid. I have to point out that at every instance that a problem arose, my dealer was my biggest advocate in rectifying the problem, not an adversary as in my experience with other dealers. The dealer is Lithia Dodge in Ft. Collins, Co, and they will bend over backwards for their customers.
Recently the truck started to fail again a couple hundred miles from the dealership, and I hauled butt to get it in there hands before it went down. They worked on it and when test driving it failed in there hands this time. I told them I was done with the truck. I was wrong. Lithia brought the Cummins engineers in again, they spent several hours going through the engine and mostly the computer on my truck. A laundry list of parts was ordered and when they finally arrived they were installed immediately. Here's the really cool part. The parts were finally installed on the 26th of July. At 4:00 PM the dealer called Cummins and informed them the parts were installed, this was on a Thursday. First thing Friday morning a Cummins engineer appears at the dealership. You just don't decide at 4pm to be halfway across the country by 8AM and have it happen. When I went by the dealership at about 4 pm the guy was still working on my pickup. He had driven it about 150 miles with his laptop attached to the computer and an air card in his laptop so his associates back at the lab could also monitor what was going on with the engine. He still wasn't satisfied with what was going on and had the dealer replace yet another part, (that they had to rob off of an instock brand new pickup). Long story made short, I got my truck back tonight, I don't know if it is fixed for good or not, but...
If you are going to go online and ***** about the bad side of something like I have previously on this forum, you damn sure better be willing to step up and point out the good as well. I flat out have never seen such incredible customer service as I have experienced at this particular dealership, and from Cummins on this particular problem. Just the dedication of the dealer and the manufacturer to solving my problem leaves me completely confident in the future of my SWEET 6.7 MegaCab.
Just thought I should share that.