Can u feel my pain--FCA can't keep stories straight....

[arizonapaul]

Diana (11/2/2018, 11:36:52 AM): Hi, my name is Diana with FCA Customer Care, How may I help you?

Me (11/2/2018, 11:37:15 AM): need to check on my case# for my new build

Me (11/2/2018, 11:37:45 AM): im about ready to cancel order with dealer who cant get any info

Diana (11/2/2018, 11:38:03 AM): Congratulations on the brand new vehicle purchase, please verify your home address and the last 8 of the vin.

Me (11/2/2018, 11:38:44 AM): xxxxxxxxxxxx---i already typed vin in to get to this point

Diana (11/2/2018, 11:39:28 AM): Kn699976?

Me (11/2/2018, 11:39:34 AM): correct

Me (11/2/2018, 11:40:01 AM): i have a case number too 57312219

Diana (11/2/2018, 11:40:29 AM): Order is in the scheduling phase of the manufacturing process.

· The parts required to build the vehicle are being scheduled and as soon as they available and ready, order will be scheduled for build.

· Most orders are scheduled for build within 30 days after reaching this stage.

Me (11/2/2018, 11:41:03 AM): what staus letter is it in


Diana (11/2/2018, 11:42:43 AM): D

Me (11/2/2018, 11:43:18 AM): its been d for 6 weeks, so whats going on!!!!!!! what does my case number show----

Diana (11/2/2018, 11:44:26 AM): The status is updated daily. You are currently at 44 days in this status we can escalate @ 45 to see what is going on. If it does not change in the next 2 days we will do just that and find out what the delay is.


Me (11/2/2018, 11:44:57 AM): i already have a case #. does that not mean its been escalated

Me (11/2/2018, 11:45:25 AM): i was told an order can only sit in status d for 21 days

Diana (11/2/2018, 11:46:25 AM): No, a case is created every time you chat in. The maximum time for this status is 45 days. The whole process from order to delivery is 8 to 10 weeks

Me (11/2/2018, 11:47:47 AM): FCA tells me different things, I guess it all depends on who I am talking to. Was just told Tuesday that it was escalated with a case number and it cant be in d for more than 21 days

Me (11/2/2018, 11:48:06 AM): so its FCA giving me different answers everytime

Diana (11/2/2018, 11:50:43 AM): I apologize for the delay.and the confusion. The case number 57312219 is open and can only be escalated after 45 days.

Diana (11/2/2018, 11:51:14 AM): If you chat back tomorrow and it has not moved into D1 we will escalate at that point.

Me (11/2/2018, 11:52:04 AM): OK, thank u, I truly wish all your answers at FCA were consistent bye

 

[tcw3628]

I do feel your pain. I have been in KZ status for 35 days now and Ram Customer Service is zero help. Three different reps have said they were either looking into it or would talk to the "Brand Mentor" and would call me back. Zero calls back. I am at 10-1/2 weeks total, and as the truck hasn't moved yet, will definitely go over 12 at least. I'm really trying to control my negativity, but this process has definitely soured me on Ram.