Back in '69, a kid bought a $50 Ford with a slipping clutch. No problem!
Kid: "Clutch is toast. Let’s fix it!"
Caption: One trip to the auto parts store, and a new clutch arrives... the NEXT day.
The kid slides under the car, tools scattered. His girlfriend and her mom hoist the transmission like champions. Sweat, grease, and victory.
Girlfriend: "We got this!"
Mom: "Pass the socket wrench!"
Caption: Three days, two teens, one housewife. Clutch fixed.
Fast forward to May 12, 2025. I drop my Jeep at Salem CDJR for a clutch job. Easy, right?
Service Manager: "We’ll take care of it."
Two days later, they call. Bad news.
Service Manager (on phone): "Clutch pack’s shot, AND the rear main bearing’s leaking oil into the transmission. That’ll be $5,000."
Nine days after drop-off, parts finally arrive... but one’s damaged.
Service Manager: "Oops, gotta reorder. Sit tight."
Me (thinking): "A WEEK to get parts? In 1969, we had this done by now!"
Fifteen days in, they say it’ll be ready tomorrow. Hope sparks!
Service Manager (on phone): "We’re almost there, promise!"
Sixteen days after drop-off, I show up to camp out until my Jeep’s done.
Service Manager (nervously): "Uh, small problem. We need to heat two exhaust bolts, but our gas cylinders are empty."
Me (thinking): "You haven’t even started the replacement?!"
End of day 16, they give me a loaner. I hit the road... and the gas light’s already on.
Day 17. They call. The replacement clutch? Wrong one.
Service Manager: "Yeah, uh, we’ll get the right one... eventually."
Caption:
In 1969, three days, two teenagers & a Mom... fixed a car.
In 2025, 17 days, highly trained techs, the dealership & a modern supply chain... can’t fix it.
Stay tuned, this nightmare is not over yet!
My own career as a service manager for a high tech company supporting our products; our goal was to "Meet or exceed customer expectations; every transaction, every time". All persons in the corporation worked to provide the bottom rung of "customer facing" personnel with every tool and resource they needed to be successful in the above goal. When they fail owing to their own actions, they need to be mentored. When they fail owing to the support system they have, it's time to look at management.
What people in their jobs want most is to go home each day feeling good about their work.