Steering Column Repair: Knocking/ticking in 2002 Jeep Grand Cherokee steering column, jeep grand cherokee laredo, jeep grand cherokee

Question
I have a 2002 Jeep Grand Cherokee Laredo.  I have a had a knocking/ticking in the steering column which I can here and feel on the steering wheel at all speeds.  It dosen't matter if I am turning or going straight or if the road is smooth or bumpy.  I have have been taking it to authorized Jeep dealerships since I bought it and they have not been able to fix it.  As I type this, it is sitting at a Jeep service center.  It has been there for two days now and they can't figure out what is wrong with it.  I only have about 2000 miles left on the warranty.  I have been told that the steering column has been replaced, a leaking strut has been replaced, etc.  The first time I took it in, they fixed the problem temporarily with a replacement kit, but is was back within months.  HELP!  

Thanks for your time,

Ed Day

Answer
Hi,

It is very difficult to diagnose a problem that I can't see or hear.
Chrysler did have problems with the plastic clock spring cover for the air bag which would give you the type of clicking problem that you suggest. This component is located directly under the steering wheel. It was not a safety problem and it was more of an irratation. The only problem here is that you stated that they changed the steering column which would have eliminated that problem unless of course the replacement was no good.
As for a clunking, the problem could be somewhere in the steering shaft in which it is binding or hitting something. It has to be realized that noise travels. What may seem to be in the column may actually be in another component such as a power steering pump or a gear box. You stated they changed a strut. They are guessing what the problem is and are replacing parts.
I would recommend if it is that noticable and you can be without the car that you suggest the service manager drive the car home a couple of days and report back to a technician.
The sad thing these days is that it is common that the service writers or the service manager have never turned wrenches and really don't know how to diagnose a problem. I do not know if this is your case.
When I worked in management at the dealerships, I would commonly take the problem vehicles home in an effort to diagnoses a problem and then I would share my thoughts with a tech until we had the vehicle fixed. I always was involved in the problem vehicles and my knowledge always was an asset in such matters.
As far as the warranty, as long as there is a constant documented problem without an actual fix, your problem would most likely be covered until they actually corrected the problem.
Another suggestion I have if the dealers can't fix it, call Chrysler zone. The number is either in your local phone book or you can get it from the dealer. Chrysler does not like to hear from unhappy customers. If it comes to this be very polite and explain your concern. Screamers commonly do not get their way. These days with all the compitition out there, the manufacturers do not want to lose a customer. They are very concerned about customer satisfaction so you may buy another one of their vehicles in the future.
Let me know how this all works out.

Rob