OPC wants to charge for warranty investigation work !?!
Discussion
I have a problem with my 2013 Cayenne, ticking from the front suspension on low speed maneuvering. It's a rotational ticking, just like a duff CV joint, but not quite.
OPC agrees that it's a fault, and have apparently ruled out CVs, balljoints and bearings. They are saying it could be pads moving around in the callipers. I've argued that it can't be as there's no forces at work simply by steering, unless indeed the wheel bearing does have some play, and in that case I'd expect the brakes to show extra travel as the pads would be being pushed back into the callipers, and it too regular a periodic (tick tick tick) noise for this to be the case. Long and short of it is they want me to pay for them to remove pads and re-grease pads and shims, however they won't guarantee this will fix it (I know it won't) and they want me to pay either way !
I'm struggling with the limited reasoning of the service advisor, they can't explain why the investigations to date are covered by warranty, but the further one they currently propose isn't, or how much on going investigation I may be expected to pay for until the fault is rectified under warranty. They further can't explain that if they've ruled out CVs, balljoints and bearings, what else it could possibly be ?
Sat here rather annoyed, not sure how to play going forwards. Does anyone have similar experience with an OPC or experienced a similar fault ?
OPC agrees that it's a fault, and have apparently ruled out CVs, balljoints and bearings. They are saying it could be pads moving around in the callipers. I've argued that it can't be as there's no forces at work simply by steering, unless indeed the wheel bearing does have some play, and in that case I'd expect the brakes to show extra travel as the pads would be being pushed back into the callipers, and it too regular a periodic (tick tick tick) noise for this to be the case. Long and short of it is they want me to pay for them to remove pads and re-grease pads and shims, however they won't guarantee this will fix it (I know it won't) and they want me to pay either way !
I'm struggling with the limited reasoning of the service advisor, they can't explain why the investigations to date are covered by warranty, but the further one they currently propose isn't, or how much on going investigation I may be expected to pay for until the fault is rectified under warranty. They further can't explain that if they've ruled out CVs, balljoints and bearings, what else it could possibly be ?
Sat here rather annoyed, not sure how to play going forwards. Does anyone have similar experience with an OPC or experienced a similar fault ?
t! Escalate or go elsewhere.My brother had an issue with his Aston and his dealer said theyd attempt to fix it (none guaranteed result either quite like your case) for the sum of 19k or something utterly ridiculous. I told him to tell them to put it somewhere warm and smelly.
I believe they then suggested they just replace the fusebox at a sum of 7k and see if that worked - he insisted they try with some 2nd hand bits before he pays and that turned out not to work either.
In the end it turns out they had been doing some dubious unrequested and un-notified work over the years whilst his car was in for services and appear to have severed some cables which made the car a fire hazard.
During all this though I believe he did fork out a couple of grand for investigative work which he will most likely never recover.
I believe they then suggested they just replace the fusebox at a sum of 7k and see if that worked - he insisted they try with some 2nd hand bits before he pays and that turned out not to work either.
In the end it turns out they had been doing some dubious unrequested and un-notified work over the years whilst his car was in for services and appear to have severed some cables which made the car a fire hazard.
During all this though I believe he did fork out a couple of grand for investigative work which he will most likely never recover.
Shocking. No electrical pun intended.
Well, I've reluctantly given go-ahead for an hour of cleaning & reassembling front brakes. I know this won't fix it (it would be against the laws of physics if it did... perhaps I have quantum brakes... they're PCCBs, so who knows). The OPC haven confirmed wheel bearings, CVs, and balljoints are OK. If it's not rattling pads, then having said everything else is OK, I'm not sure where we're going to go. Apart from to litigation.
Well, I've reluctantly given go-ahead for an hour of cleaning & reassembling front brakes. I know this won't fix it (it would be against the laws of physics if it did... perhaps I have quantum brakes... they're PCCBs, so who knows). The OPC haven confirmed wheel bearings, CVs, and balljoints are OK. If it's not rattling pads, then having said everything else is OK, I'm not sure where we're going to go. Apart from to litigation.
catfood12 said:
Shocking. No electrical pun intended.
Well, I've reluctantly given go-ahead for an hour of cleaning & reassembling front brakes. I know this won't fix it (it would be against the laws of physics if it did... perhaps I have quantum brakes... they're PCCBs, so who knows). The OPC haven confirmed wheel bearings, CVs, and balljoints are OK. If it's not rattling pads, then having said everything else is OK, I'm not sure where we're going to go. Apart from to litigation.
not worth litigating at all trust me. hopefully they fix it. you should have taken it to another opcWell, I've reluctantly given go-ahead for an hour of cleaning & reassembling front brakes. I know this won't fix it (it would be against the laws of physics if it did... perhaps I have quantum brakes... they're PCCBs, so who knows). The OPC haven confirmed wheel bearings, CVs, and balljoints are OK. If it's not rattling pads, then having said everything else is OK, I'm not sure where we're going to go. Apart from to litigation.
If the car has Level Control I would say 'they all do that' - I have recently dealt with a few cars the same and the air suspended cars v steel sprung are the difference. I have driven back to back 1k - 80k mile cars to compare and confirm; the noises are a characteristic of the air suspension - 9PA do it too - not only 92A models (I have a Cayenne turbo - the same).
Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
Pope said:
If the car has Level Control I would say 'they all do that' - I have recently dealt with a few cars the same and the air suspended cars v steel sprung are the difference. I have driven back to back 1k - 80k mile cars to compare and confirm; the noises are a characteristic of the air suspension - 9PA do it too - not only 92A models (I have a Cayenne turbo - the same).
Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
The OPC tech should know this rather than charging for unnecessary work. Useful info for the OP though - thanks Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
thegoose said:
It might be worth going down the rejection route, or threatening to, still a right pain though, customer service should be such that this isn't even being discussed. Can't imagine this kind of grief from somewhere properly customer focused, like Lexus.
It's a year old now, and this OPC isn't the supplying dealer, so no rejection. The brand's customer service is just diabolical. Just been reading another thread on the chap with the now Boxster with off colour paint. Porsche deny it all !..Pope said:
If the car has Level Control I would say 'they all do that' - I have recently dealt with a few cars the same and the air suspended cars v steel sprung are the difference. I have driven back to back 1k - 80k mile cars to compare and confirm; the noises are a characteristic of the air suspension - 9PA do it too - not only 92A models (I have a Cayenne turbo - the same).
Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
Many thanks for the info. Mine is a 92A with air. It did always tick a little, as did a loaner I had once, and a chums new Platinum. It was the quick ride in the new Platinum that showed how bad mine is, and how much worse it had become. I've explained all this to the OPC, but it doesn't seem to have registered. They do however say it's not standard to model, and is a fault of some description.Re: Warranty; unless the issue is covered by a manufacturing defect costs are chargeable - until diagnosed this would apply therefore you must give permission for investigative work
As you say, investigative work is indeed chargeable, it seems the same across all manufacturers. I didn't realise that.
Really depends on which warranty. LR on approved warranty outline the charges to investigate, if fault found claim made to warranty company, if approved no charges to customer. In the end the issue here maybe the 'wear n year' clause. As the OPC think it may well be consumables, hence the charges.
Mind if the Cayenne is still under the 2 year factory warranty, this should be FOC!
Mind if the Cayenne is still under the 2 year factory warranty, this should be FOC!
Triple7 said:
Really depends on which warranty. LR on approved warranty outline the charges to investigate, if fault found claim made to warranty company, if approved no charges to customer. In the end the issue here maybe the 'wear n year' clause. As the OPC think it may well be consumables, hence the charges.
Mind if the Cayenne is still under the 2 year factory warranty, this should be FOC!
Indeed, to quote the Service Manager "It's not high on miles, we wouldn't expect anything to be worn out by now"Mind if the Cayenne is still under the 2 year factory warranty, this should be FOC!
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