Things went from bad to worse on Monday (see previous post). I went to Albuquerque Rocky Mountain Cummins Monday morning to meet with their parts manager, Hans. He didn’t have good news for me. The information I was given Friday turned out to be incorrect. The replacement turbocharger they located wasn’t in a warehouse in New Jersey. It was at the Cummins-Holset turbocharger factory in Memphis, Tennessee. But it was damaged and unusable.
I asked Hans what the next step was. He said the issue had been escalated and they were trying to find another part. I asked him why the damaged turbo couldn’t be repaired and shipped – it was at the factory, right? He said that may be one of the options they were looking at. I asked who “they” were – there had to be someone that was a decision-maker involved with this. I got nowhere.
I went back to the hotel and called Cummins Customer Care at 10am. I reached a guy named Jesse there. I went through the whole saga and asked if he could tell me who was working on finding a replacement turbo for me. He said it was in the hands of someone named Chelsea – but we couldn’t talk directly with that person. He said he would look into it and I would receive a call back or e-mail by the close of business that afternoon. That didn’t happen.
Tuesday morning I was back at the Cummins shop. Hans told me he didn’t have any update – he was waiting to hear from Chelsea. My patience ran out. I told him someone needed to take ownership of this issue and get into action. Sitting around waiting for someone else to do something wasn’t getting us anywhere. Somewhere along the chain of command there was a decision-maker that needs to give us an answer – either they’ll repair the damaged unit they have on hand or a replacement part would be available on a certain date. I couldn’t wait on an open-ended order, I needed a date so I could make decisions of my own.
Back at the hotel, I called customer care again. After 56 minutes on hold, I spoke to Jesse again and asked why I didn’t get a phone call or e-mail. He said he had escalated the case and the second level was supposed to call me. I told him it didn’t happen and this was a clear example of what was happening on the parts side of things. Hans placed the order on September 22. When he didn’t receive the part, he decided to look into it a week later. Through e-mail, he was told that Chelsea would handle it. End of the line – was Chelsea in fact doing anything or was this like the case where Jesse assumed the second level person had called me back? Someone needs to ask Chelsea where we stand, someone has to ask for accountability – not just sit back and wait to see what happens next. I haven’t heard anything more from Cummins Customer Care.
Donna made it back from her visit with her parents in Vermont around 10pm. We caught up on news over a drink in the hotel bar.
This morning I went back to the Cummins shop. More of the same – no response on the part order. When I pressed Hans to get a timeline, he said as it stands they expect to have the part in November. I asked him if that meant November 1st or November 30th. He said he didn’t know. So, what he was really saying was that he didn’t have a clue when the part would become available.
I asked to see the old part again. I was considering having the old part put back on. I knew it was functional – I just didn’t feel good about its reliability and potential for additional damage. Looking at the nicks on the leading edges of the vanes on the compressor wheel, I was concerned about stress risers that would lead to cracks and possible separation of a blade.
I asked about rebuilding the turbocharger. Cummins-Holset will not sell the individual parts, only the entire unit, so they don’t rebuild them. I was told an outfit called Central Motive might rebuild it though.
I called Central Motive. Their guy, Joe, took the part number of the turbo and said he needed to make a few calls for parts and would get back to me in 45 minutes. My phone rang 45 minutes later. Joe said he might have a turbo in their Denver facility. If not, he located a Center Housing Rotating Assembly (CHRA) and could rebuild the turbo. The CHRA is the guts of turbo – all of the working parts including the turbine wheel, connecting shaft with bearings and seals and the compressor wheel. He could take the housing apart, bead blast it and install the new CHRA and I would be in business. He said if I was willing to pay the cost of overnight shipping for the CHRA, he could have it done by Thursday afternoon. Bingo!
I asked the Cummins service manager what the timeline would look like if I took the turbo to Central Motive and brought it back by the end of the day Thursday. They had the radiator stack and all of the other parts on hand. He said he would get the job done Friday if I had the turbo by the end of Thursday. It looks like this will solve the problem.
I loaded the turbocharger into the Spyder and rode to Central Motive a few miles away. Joe and the manager, Aaron, looked the turbo over. Joe told me he hadn’t heard back from Denver and it was still possible a new replacement could be found. He said one way or another, I would have a turbo ready to go by Thursday afternoon. I’m just as happy to have my unit rebuilt. Joe and Aaron said the housing looked great. The CHRA is a complete, balanced assembly and should be as good as a new one. Joe and Aaron seemed enthused and very confident they could deliver.
Tomorrow we have to leave the hotel – I managed to get one more night here so we’re good until Thursday morning. Donna’s friend, Hazel Thornton, offered to put us up. Jessica Rice also offered to let us stay at their place. Ozark the cat complicates the matter – but at Hazel’s we’ll be in a room in her guest house, separate from the main house and her two cats. If all goes well, we’ll only be there for one night. Friday we should be driving the coach to the Balloon Fiesta Park and setting up for the fiesta.