Very Poor Communication
Scheduled Sprinter Air Bag Recall repair for both driver & passenger sides on 8/30/2017, service work scheduled for 10/17/2017. Called 10/4/2017 to a
Scheduled Sprinter Air Bag Recall repair for both driver & passenger sides on 8/30/2017, service work scheduled for 10/17/2017. Called 10/4/2017 to add that they also check/repair recent trouble code (DEF Heater ?). Drove 2 hours to deliver Sprinter to DeMarois at 10 am, 10/17/2017. Was told at check-in that the drivers side air bag might be on back-order. Passenger side AB & DEF heater repair was expected to be completed by mid afternoon.
Called at 2pm to check status, left message - No return call. Called again at 4 pm: Service Writer says 'Bad DEF Heater', can't finish it today, 3 hour job, you'll have to come back tomorrow to pick-up your Sprinter, keep the loaner car & return it tomorrow. Made another call to the Service Writer, left message - never returned my call. Drove 2 hours home.
Drove 2 hours (one way) back to DeMarois to pick-up Sprinter. $1,626 DEF Heater repair bill. Was told at check-out that neither Air Bag Recall was completed. SWriter says he learned later that both air bags were on B/O. Says they are now "ordered for my VIN" & says they will be saved for me.
Why weren't both air bags "ordered for my VIN" originally?
Why wasn't I notified of the lack of parts for either recall before I traveled 2 hours each way?
Why did my Sprinter sit from 10am to 4pm before they started work on the DEF problem?
Service Tech unplugged my ScanGauge unit. Why was it not plugged back in at end of repair?
Why were 2 messages left by me for the Service Writer on 10/17 never returned?
I'm pretty disappointed with the poor communication by the Service Writer and DeMarois Service Dept.