OK well for those of you who read about my dilemma on the the other post, hang in there while I explain for those who haven't!
I have a leaking pinion seal in my beloved 45' Setra S217 HDH 60 series/B500 which is still to me an AWESOME BUS! But I have learned for what ever reason(probably could not keep US model production up with demand that some of the early S217 HDH's (some but not ALL '94 + '95 models) were actually European models modified to meet US Customs demands thus there are some European/US hybrid BASTERDS running around the US and guess who ended up with one of them?
Right now I am plagued with their ignorant euro rear end design trying to replace the almost impossible to replace pinion seal! (it requires 3 special tools that can only be gotten thru Setra or ZF Industries at a cost of $888.30 from Setra or $1049.46 from ZF!) I'm thinking very seriously about replacing the rear end with a 40,000 # dump truck rear end! Which when I told Setra I was thinking about doing so I was told "you can't do that it won't work!" LOL! They have obviously under estimated what an ol' country boy with a smoke wrench and a welder can do!
So that's where the lost faith came in! But alas all is not lost! After being in a totally PO'd mood for several days after finding this out, and Dallas, Dad, and my attempt to make a tool for it, that failed. I was with out a doubt ready to head out to the truck yards to find my baby a new rear end to transplant or put a for sale sign in it and advertise it all over the web!
Well while Dallas and I were out running around yesterday talking to any & everybody I knew from other heavy duty mechanics, to a friend who runs a fab/machine shop who said yes he could & would build one. Dad called Setra and got a hold of someone in upper management and told them how I loved and bragged to anyone who'd listen (and those of you who don't have choice too! LOL! Yes he mentioned I have a captive audience of 1,000 plus board members on an internet board) up until now, and that I was very upset by lack of support from them. Well they got to talking and they told dad they would see if they could start a tool loaner program, and they'd call him back today! I thought yeah right, like that's gonna happen with $1000 worth of tools!
Well low and behold knock me down and make me happy about it, they called dad this morning and told him if we'd pay the freight both ways they'd loan us the 3 tools we needed! Well I can assure you I was flabbergasted that they really were offering this much, but I decided what the heck let's push it a little farther! I told dad sure we'll pay the freight for them to overnight them to us providing they'd also send us the proper size zeal driver to install the $40 seal I already bought from them! And when we were done with them which maybe Thursday or maybe Monday or Tuesday we'll ship 'em back regular freight! Much to my surprise they told dad all 4 tools will be here tomorrow by UPS overnight!
Well I must say that SETRA is in my opinion GOING THAT EXTRA MILE towards customer service and relations! And yes I'm gonna toot their horn because of it! I know MCI and the others would've laffed us off the phone. As Dallas and I were sure they(SETRA) hung up from dad and rolled around on the floor laffing all after noon yesterday after dad mentioned it!
I still have one more bone to pick with them concerning a certain fellow member of ours who was also wise enough to buy a Setra and order service and parts manuals from them and still hasn't gotten them yet! So I'm gonna ask them to send me something in writing allowing permission to have mine copied with out worrying about the copyrights issue I came up with not to long ago when we tried to get some DD manuals copied and they (Office Depot, PIP, Office Max) wouldn't touch them as they are copyright protected!
But for the most part I am HAPPY again with SETRA! ;D BK ;D
Way to go BK, You guys get a double attaboy's. It sounds like Sentra has someone at corporate that know how to still listen to the customer. Glad to hear you made out well.
WVaNative
BK
It's nice to know that sometimes some things work out like they should..... and it couldn't have happened to a nicer guy ;D ;D ;D
Quote from: oldmansax on August 28, 2007, 07:23:11 PM
BK
It's nice to know that sometimes some things work out like they should..... and it couldn't have happened to a nicer guy ;D ;D ;D
Thanks Tom! & W. VA Native
Sounds like someone at Setra is a bit sensitive to their public image and wants to keep it warm and fuzzy.
Can't beat something like this, Bryce. Auto Zone has it all over the competition in this area as well. I've not done it but they'll loan you the necessary special tools to install parts purchased from them.
I can almost hear the peace and tranquility returning to the Bus Compound at Union City...the birds are chirping again, the cats are terrorizing the dog again....all's well. ???
NCbob
What a refreshig post. Decency, common sense, customer service, on the part of a corporation! Kinda restores my hope for the future.
BK- I'm sure you know that Setra is part of the Mercedes-Benz family, of which Freightliner is also. We work on Setra's at the dealer-if you need help in finding a part, either try the Freightliner dealer, or you're welcome to try me for the part search. Good Luck, TomC
BK, nice to hear that Setra stepped up to the plate and did the right thing.
Still curious if that Meritor # I gave Dallas would have worked........
Here's wishing you guys many safe and $$$$$ miles.
Sammy 8)
You mean one can actually buy parts and service manuals direct from Setra? ;) How does one accomplish that task.