10-4 Magazine August 2024

52 10-4 Magazine / August 2024 thin line for profit these days, so don’t waste my time! My last contact with the manager from Kenworth had updated me on the progress (or lack of it) and gave me the case number. This process had started on a Thursday and now it’s Tuesday of the following week. I had made my mind up that we were going to be fixed soon or I was going to do the repair myself. The reason I hadn’t already ripped it apart was because I did not want to void my warranty completely. But I have never been accused of sitting quietly when the world needs action, so I let my fingers do some walking, on the keypad of my phone, and began making calls. The first couple times I didn’t get anyone to answer their Warranty Hotline. Not one to be detoured easily, I called the number to purchase a new warranty or to update an existing one. Well, what do you know, someone picked up right away. I got a knowledgeable associate who explained the options for using the warranty and the procedures to make it happen (and he didn’t mention having to purchase a second transmission in order to get the first one fixed). Next, I asked him to reference an open case for me. Again, he walkedme through the process. Turns out the case number had been misfiled by the factory rep. There is a whole line of folks who get involved in a warranty claim. Why he did this is hard to say – it could have been an honest mistake, but it never got fully input in the system. With the push of a button and an apology from the agent, we were in! Next, I was transferred to the truck division for additional help. They also picked up the phone and answered in a reasonable amount of time. Since it was a transfer call from within their phone exchange, it got priority. Again, I got a cheerful and helpful associate who walked my now “new claim” through the review system. When I had these corporate reps on the phone, I was able to get answers to many of my questions the dealership couldn’t answer. First and foremost was who is going to pay for the labor to diagnosis and test for repair. Then, since I installed the transmission, would labor be included to remove and repair internal parts? This was an important part of the conversation, so I had him review it multiple times, and asked him to email me a confirmation affirming the labor cost. Provided the work is done in an approved maintenance facility by a licensed associate (mechanic), all labor and parts will be covered. If no failure is detected after a complete inspection, then the cost of labor is on the customer. I agreed to the terms, and they sent a confirmation through to the dealership stating to proceed. He said it was in the hands of our dealership to proceed on their best available time for a shop appointment. Once again, with the push of a button, it was done. But I didn’t stop there. I called back to the dealership to make certain the email was received and read by the service department. While I was on the phone, I scheduled an appointment for the next morning. True to their word, they had an open bay with a man standing there to direct me in. Most of our readers have never climbed under the truck to see where the back box is located on an 18/13-speed transmission. This poor man had his work cut out for him since my truck has all those dress up options like 8-inch Pickett elbows, low toolboxes, and full under body lighting. There is not much room to maneuver under there when taking things apart. It was even worse when the time came to reassemble. Corbin (the technician) worked his magic, and in no time the rear box was on the bench for inspection. Again, I need to reinforce the need to stay involved. Don’t just drop your truck off and disappear into the vapors of home time. This is your livelihood and your means of financial gains. This can also be a major expense if you are found to be responsible. I was present when the team at Palmer Trucks made the decision on the bad synchronizer. I was also present when the service rep showed up. At that point, he spoke only briefly to the service manager and then left. Had I not been standing there to inspect the bad parts he may have tried to refuse the claim. I will again say thank you to Palmer Trucks – they had my back on this and stood behind the claim. Sure, it was more work on my part, but I’m the one who had the most to lose and gain by using my warranty. By spending 30 minutes on the phone and thinking outside the box, I was able to assist the service provider in pushing my claim through. Then, I spent time in the customer waiting room, while the mechanic did his thing. I peeked in on him from time to time to watch the process. Not that he needed any help, but sometimes three hands speed up the process when timing the counter shafts. After the repair was completed and the transmission was reassembled, it was time for the test drive. Before they replaced the fluids, I inquired as to their policy on new fluids. The terms of the warranty call for reusing the original fluid. Doh! Seriously? What part of “it’s contaminated” don’t you get? Hopefully someone in the warranty claims department reads this and changes that requirement, because I want new fluids in the gear box, even if I have to pay for it. Matthew the parts manager and Dustin the service manager called Corbin the mechanic and when they strained the fluids, they all agreed there was contaminated material in the oil. The lining from the synchronizer had separated and been ground up in the gears. If for no other reason than my peace of mind, my transmission got new synthetic 40 weight oil per the original warranty request, at their expense. Once again, had I not been standing there asking questions, no one would have noticed that (not so) small detail. I’m back on the road again, trying to make a living, and the old workhorse “Just Steppin” is knocking down the miles in perfect form. I keep saying, as owner operators, it’s your responsibility to be informed on every aspect of the business – not just on the freight rates or its availability. Each load any of us take on is the signature we guarantee to the customer, it’s our warranty, and if you are in this business for the long haul, then stand behind your product. Thank you to the entire team at Palmer Truck Sales for getting me back on the road and eating concrete, 10-4! n