Anyone having issues with stitching coming loose?

[Patsy1099]

It’s probably a combination of general laziness/incompetence, the fact that you didn’t buy it there, and the way warranty reimbursement works. I believe the dealers get a certain rate depending on the warranty work. Different issues get rated for a different number of labor hours etc. That rate is far lower than the dealer would charge you walking in off the street. So while warranty work is good on one hand, it’s at a much lower margin. Then when you add on top of that issues that include lots of troubleshooting to figure out what’s wrong, or going back with FCA, taking pics and getting things approved, reimbursed, etc...it sometimes becomes a rabbit hole that certain dealerships don’t want to be bothered with. They look at it as a loser. They shouldn’t be like that but some are. So you have to be persistent. Involve management or call FCA yourself.

 

[yellowboy]

Whole seat should be replaced, I don't own a 2019 yet, still shopping but when I see stuff like this makes me think of looking for a different brand --- are you paying attention Ramcares ?????

 

[Jus Cruisin]

Warranty is warranty...any dealer anywhere in the US can perform the work and get paid for it. The purchasing dealer has nothing to do with it.

Read patsy1055 above.

We would turn away pain in the a** warranty jobs from noncustomers. One, the above job is a pain for a service dept. because they aren't a trim shop. That means they'll likely need to sublet to an upholstery shop/vendor and basically make squat. So, a call can be made to the rep, indicate it's marginal and the rep will agree with the dealer and not cover/approve it.

Now the same customer shows up to his delivering dealer. The service dept will more than likely go to bat for the customer and get the pain in the butt job approved and spend more in paperwork than they make.....

 

[securityguy]

Read patsy1055 above.

We would turn away pain in the a** warranty jobs from noncustomers. One, the above job is a pain for a service dept. because they aren't a trim shop. That means they'll likely need to sublet to an upholstery shop/vendor and basically make squat. So, a call can be made to the rep, indicate it's marginal and the rep will agree with the dealer and not cover/approve it.

Now the same customer shows up to his delivering dealer. The service dept will more than likely go to bat for the customer and get the pain in the butt job approved and spend more in paperwork than they make.....

I don't have to read the above from Patsy...I fully get it and do not disagree with what Patsy stated but, if you are a dealer, you should be obligated to resolve a customers issue regardless of whether they bought the vehicle from you or not. It is called great customer service! You wrote this like you work for a dealership by saying "we would turn away...". If this is how you and your dealership react to issues that should be covered without question because you can't make as much money as you'd like, then SHAME ON YOU and your leadership because karma will catch up with you sooner or later. They don't need a trim or upholstery shop...replace the darn seat and be done Off my soap box and no one will convince me that I am wrong! I get very passionate about poor customer service if you haven't figured that out yet.....

 

[wwalljr]

I don't have to read the above from Patsy...I fully get it and do not disagree with what Patsy stated but, if you are a dealer, you should be obligated to resolve a customers issue regardless of whether they bought the vehicle from you or not. It is called great customer service! You wrote this like you work for a dealership by saying "we would turn away...". If this is how you and your dealership react to issues that should be covered without question because you can't make as much money as you'd like, then SHAME ON YOU and your leadership because karma will catch up you sooner or later. They don't need a trim or upholstery shop...replace the darn seat and be done Off my soap box and no one will convince me that I am wrong! I get very passionate about poor customer service if you haven't figured that out yet.....

^^^ This X 2.

 

[CallMeChris]

I had the same issue with the passenger seat on my bighorn. Contacted my dealer, sent them a picture and they ordered the parts. Took a couple weeks to get them in but I showed up and they had it fixed in under an hour covered under warranty. I’m not sure if they replaced the seat or recovered it. Either way, it’s fixed now...I’d contact another dealer, I think they are just not wanting to deal with it.

 

[YoAdrian]

This thread has collectively arrived at all the right conclusions:
- All agree, the seat problem absolutely should be covered (at the five week point!) especially considering what @PorBoy said about even brand new trucks (Limiteds!) having the same problem.
- A dealer blaming failing seats on the customers for climbing in and out of the truck, as if the seats shouldn’t have to be subjected to people climbing in and out X-D. Substandard seat covers need to be fixed.
- @Jus Cruisin and @Patsy1099 yep, dealers get insufficient incentives from FCA to do what they are responsible for (warranty work), creating situations like this. Not right, but it happens, and understanding why is half the battle.
- @securityguy yep, totally unfair to customers, and wrong to turn them away or make them “another dealer’s problem.” @Jus Cruisin does have inside experience, but I bet he would also agree that it isn’t right... older and wiser now maybe? ... I could be wrong though.

I’ll add one other thing others have told me - in fact it might have been @Jus Cruisin in another thread - quality of service comes largely from the quality of the SERVICE MANAGER. There are good, bad, outstanding, and awful ones. Ask to meet with this person, respectfully describe the situation, and kindly ask for help. You will find out what kind they are quickly. If they are good/great, stick with them, give them a shout out here (Newport Chrysler RI)! If not keep looking or see if RamCares can get assistance to the dealer from h.q. - maybe even let folks know to avoid them like the plague. We customers can play a part at incentivizing supportive service too...

 

[flyingpoint]

It’s quite disappointing to see the local dealer treated you like that. FCA is known that their QC is not the best by comparing the other two Bigs. However I am still shocked that how the dealer deals with the kind of matters.

 

[Jus Cruisin]

Deleted

 

[RamCares]

Just heard back from local dealer that Chrysler does not consider this a warrantable item for fixing. So, my (now) 5 week old $66k truck has a problem that will continue to get worse because Chrysler isn't standing behind their product....
<sarcasm>Hell, it's only cosmetic, right? </sarcasm>

I appreciate the update, jfornelli. Feel free to send me a direct message with your VIN. Although I cannot guarantee a specific outcome, I can get this over to the team we normally escalate to for further handling. Very sorry for any frustration as a result of this.

Jasmine
Ram Social Care Specialist

 

[MJP]

Just heard back from local dealer that Chrysler does not consider this a warrantable item for fixing. So, my (now) 5 week old $66k truck has a problem that will continue to get worse because Chrysler isn't standing behind their product....
<sarcasm>Hell, it's only cosmetic, right? </sarcasm>

That's complete BS. Contact FCA yourself. A 5 week old vehicle isn't old enough for that kind of wear and tear. It's clearly defective stitching.

 

[User_6565]

Update:
FCA customer care contacted me about this. At one point, she said she couldn't find any service history for my truck (after I'd already explained it was brand new). I told her there wouldn't be any history as I had less than 800 miles on it. Once that realization set in, she basically admitted that the dealerships are concerned about loyalty. Since I hadn't ever taken the truck in, I haven't shown any loyalty (not that they would ever show me any), so she asked if I was planning on going to this dealership for all my service needs in the future. I said I would if they show me loyalty and treat me well.
Anyway, she "got them to agree" to do the warranty work but I had to wait a couple weeks for the part to come in. When it finally did, I inquired about what exactly that part is and found out it's a new cover. I took it in 2 days ago, got a loaner, and was able to pick it up the next day.
Despite the initial hassle, the dealership did end up providing me a positive experience. I hope that continues into the future as we establish a relationship (loyalty?).

 

[Ellisstrong]

Update:
FCA customer care contacted me about this. At one point, she said she couldn't find any service history for my truck (after I'd already explained it was brand new). I told her there wouldn't be any history as I had less than 800 miles on it. Once that realization set in, she basically admitted that the dealerships are concerned about loyalty. Since I hadn't ever taken the truck in, I haven't shown any loyalty (not that they would ever show me any), so she asked if I was planning on going to this dealership for all my service needs in the future. I said I would if they show me loyalty and treat me well.
Anyway, she "got them to agree" to do the warranty work but I had to wait a couple weeks for the part to come in. When it finally did, I inquired about what exactly that part is and found out it's a new cover. I took it in 2 days ago, got a loaner, and was able to pick it up the next day.
Despite the initial hassle, the dealership did end up providing me a positive experience. I hope that continues into the future as we establish a relationship (loyalty?).

Hold on, the dealership didn’t want to do the work because they were concerned with loyalty!!??!? That’s some BS

 

[securityguy]

Hold on, the dealership didn’t want to do the work because they were concerned with loyalty!!??!? That’s some BS

I agree...TOTAL BS! I have never heard anything like this before in my life. Warranty is warranty...loyalty has zero to do with this.

 

[Ellisstrong]

I agree...TOTAL BS! I have never heard anything like this before in my life. Warranty is warranty...loyalty has zero to do with this.

I didn’t buy my truck from my local dealer and they have happily accepted me in for nothing but warranty work so far. Always give me a loaner truck and I keep the loaner until I can get back in to pick up my truck with no issues at all.

 

[Blee2221]

Had it happen to my rebel 12 but on the upper portion of the seat on the side bolstering. Noticed it 2 weeks after taking delivery in mid February. Brought to my dealer who started a claim with Chrysler. At first Chrysler denied claim saying that it wasn’t a manufacturing defect. After arguing with the dealer about it, the dealer said that they would cover the cost of replacing the upper seat cover. Then I asked to speak with the manager for Ram Customer Service who overruled the denied claim and said that Ram will cover it. Had to wait about 2-2 1/2 months for the seat cover to come in. Brought into the dealership once it came in and the tech broke the new seat cover during installation. Had to wait another 3 weeks for another seat cover to come. Finally have it all fixed and squared away after 3 months.

 

[User_6565]

Hold on, the dealership didn’t want to do the work because they were concerned with loyalty!!??!? That’s some BS

Well, I can't say that for sure; it was more that I read between the lines and picked up on that. Once I provided the fact that I was hoping to make this my dealership for all service needs going forward (seeing as how it was the closest one to both home and work), the conversation shifted. I only spoke with the FCA Case Manager. The person at the dealership seemed to be someone that only dealt with warranty issues or something, and she wasn't friendly and was, in fact, a bit rude.

 

[securityguy]

@jfornelli ...report the rude person to the GM. I don't tolerate this crap well as people just don't seem to understand that CUSTOMER SERVICE is EVERYTHING in business if you want to stay in business! I would be up there requesting a face to face with the GM and/or dealership owner but that's just me

 

[obiwanknope]

I have a 2-week old Bighorn and noticed a slice in the fabric very low on the seat back. You couldn't even see it until I reclined the seat way down to vacuum, thus why we never noticed it at delivery. Brought it back to the dealer and they immediately told me it will be fixed under warranty, took pics, and submitted it. He said it may take a while to get the new one, but no issues at all getting it resolved. I hope your next dealer experience is better!

 

[securityguy]

^^^AWESOME...exactly how it should be!