Cummins

I have purchased a new ISX12 long block engine from Cummins directly in the month of July ( took two months to be shipped to me) I received this engine and complete this installation at my shop. All the necessary procedures were followed hence this is not the first engine installation we have done.

Engine was installed , owner was satisfied and bus runs like a bird according to the owner. However the bus did two trips roughly 5k miles ( three months span estimated ) and return to the shop for an engine warning. We check with INSITE and found code for low oil pressure, we advised customer its a new engine and it has warranty, take it to the dealer. Owner took the bus to Cummins ( Bronx location), waited almost a month for them to diagnose the problem.

I received an email from the manager saying they found the main bearings score as well as crank shaft , they request I send them what oil was used. I sent them the oil specs which was Cummins certified. The follow me up with another email stating they wont warranty the engine because it was contaminated during installation. I asked how it was contaminated , and how it was our fault .

Manager told me over the phone that old parts were installed. Take into consideration this engine is a long block , we didn't had to touch anything internally of this engine which they would be aware of since everything was just as it is from the factory. We swap all external parts from the old engine in which we carefully inspected before installing ( all the lines , clamps, gaskets were replaced new. Prior to this problem, all external parts ( radiator assembly and exhaust and intake assembly) were sent out for cleaning and testing as a result of a turbo failure.

I forward all the invoices for such repair. I received a follow up email from the customer service service supervisor that they will not warranty this engine because they have no documents what procedure was followed to install the engine. Then why sell the engine to private shops ??? I even offer them to send a technician to my shop where they will have a clear understanding of how things are done.

The problem is low oil pressure, this have no relation to the external parts we swapped. Cummins is a company of Hight standards and great reputation, hence the reason for us busying this engine directly from them. But with this experience i will never recommend Cummins to any of my clients, and i will never have nothing good to say about Cummins. And to add salt to the wounds, they invoiced the customer 3k for diagnostic and offer him three days to get his bus out of the location.

This guy mortgage his bus in order to buy this engine. For a big reputable company , this is totally unacceptable.

I hope others can read this and learn from my experience and choose Detroit Diesel instead. Best way to go forward is DETROIT DIESEL, customer service at its best.