Dealership Frustrations

20RAM19

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I have a few issues with my 2019 RAM Limited however, the last time I took it to the dealership for a scheduled appointment to fix the abrupt automatic braking while reversing, the technician drove the truck and couldn't reproduce the issue. Being the technician couldn't reproduce the issue, the dealership refused to perform the update as the TSB suggested. I have multiple issues with the truck, but I have absolutely no faith in getting them resolved when the dealership refuses to perform the work, because in that specific moment their technician couldn't reproduce the issue. Has anyone had this problem and if so, how did you overcome it?

Issues:
Brake noise when backing up (only in the morning)
All USB ports inoperable (always)
Abrupt automatic braking while reversing (sometimes)
HVAC not cool enough (always)
XM radio keeps going back to CH.1 instead of my last preset (sometimes)
 

VaderRebel

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I had to walk the service manager out personally to my truck and show him each issue. You may want to knock on your service managers door and do the same next visit.

Sadly, this is the state that the service industry is in these days, you have to do half the leg work before anyone will help you.
 

sticker500

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I have a few issues with my 2019 RAM Limited however, the last time I took it to the dealership for a scheduled appointment to fix the abrupt automatic braking while reversing, the technician drove the truck and couldn't reproduce the issue. Being the technician couldn't reproduce the issue, the dealership refused to perform the update as the TSB suggested. I have multiple issues with the truck, but I have absolutely no faith in getting them resolved when the dealership refuses to perform the work, because in that specific moment their technician couldn't reproduce the issue. Has anyone had this problem and if so, how did you overcome it?

Issues:
Brake noise when backing up (only in the morning)
All USB ports inoperable (always)
Abrupt automatic braking while reversing (sometimes)
HVAC not cool enough (always)
XM radio keeps going back to CH.1 instead of my last preset (sometimes)
The Ultrasonic Backup TSB applies to specific vehicles sold, so you may already have the latest software. The problem is the system really isn't good for reverse, example angled driveway.

The brakes noise when backing up needs to get done and if you read the bulletin it isn't the dealers job to verify whether or not you have the problem. The bulletin tells them to fix it if the customer has the concern.

XM Radio going back to preset 1, make sure you have a profile set up in the radio and set all your presets. Then make sure you set your key position.

HVAC issue, get used to that one until RAM starts listening. Hopefully the car reviewers will put some pressure on RAM. The system is ok when temps are 70-80 but any higher and the system can't keep up.
 

cra1g

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Are you in an area where you can try another dealer? I've only had my Ram for a couple of weeks, but in ~15 years of Jeep ownership, I went through 4 dealers in the Portland area before I found a really good one.
 

20RAM19

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Thank you for the replies. I bought the truck two hours away from home and really enjoy their service center. If all else fails, I will drive back and have it serviced there, but I'd like to avoid it at all cost. I plan on reviewing the TSBs that I feel apply to my vehicle and provide them to the service representative when I arrive. If I still receive push back, I will escalate it to the service manager. Maybe @RamCares could review my post and help me put these issues to rest. Again, thanks for everyone's replies
 

RamCares

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I have a few issues with my 2019 RAM Limited however, the last time I took it to the dealership for a scheduled appointment to fix the abrupt automatic braking while reversing, the technician drove the truck and couldn't reproduce the issue. Being the technician couldn't reproduce the issue, the dealership refused to perform the update as the TSB suggested. I have multiple issues with the truck, but I have absolutely no faith in getting them resolved when the dealership refuses to perform the work, because in that specific moment their technician couldn't reproduce the issue. Has anyone had this problem and if so, how did you overcome it?

Issues:
Brake noise when backing up (only in the morning)
All USB ports inoperable (always)
Abrupt automatic braking while reversing (sometimes)
HVAC not cool enough (always)
XM radio keeps going back to CH.1 instead of my last preset (sometimes)
Hi 20RAM19,
We understand your frustration and would be happy to look into this further! Please send our team a private message if this is something you would be interested in!
Alex
Ram Social Care Specialist
 

20RAM19

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Hi 20RAM19,
We understand your frustration and would be happy to look into this further! Please send our team a private message if this is something you would be interested in!
Alex
Ram Social Care Specialist
I will be sending a private message shortly.
 

Get N Dirty

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Welcome to the long line of dealership frustration. I would get the manager involved and see if it helps. If you continue to get the run around try to find a new dealer. I have had issues like you at mine. I have another appointment at mine on Wednesday to fix scratches they put in my truck while putting in a new radio. They were supposed to balance the tires last time for a gas pedal vibration (they instead tightened gas pedal and it made no difference in vibration) and were supposed to apply AC update. I hope if I try somewhere else I can get better service.
 

20RAM19

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I scheduled an appointment in a different state. Hopefully my issues get resolved.
 

jamie.howlett

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I have this same experience, they can't reproduce it so ... here are keys and go home.. I opened a case with @RamCares when it happened in February and all that got me was a few DM's, an email & phone call. Issue still exists with no resolution.

My issues is related to the TSB for brakes sounding like a stuck pig when it's cold (or wet) and the truck sat overnight. The drone from the ANC is next up for when I go back to the dealer for the next round.

My gut feeling is in the end, if they can't reproduce it, they don't want commit the $$ in labor and parts to resolve the issue even though they know it exists. That to me is just bad business practice.

I love my truck, I just wish they would listen to those who have invested in them by committing to the RAM brand. We (2019) owners are the one's who driven the sales, and helped move the company to a record setting year. Without us buying the product, the accolades would not be as fruitful.
 

GRAYWOLF

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After decades in IT, I can tell you it is extremely difficult to fix an issue that can't be reproduced. If there are possible solutions from the manufacturer (ie:TSB) there is no reason to apply that to see if it resolves it...with the understanding that it might not be the fix and the owner may have to take it to see if it is fixed, and may bring it back...

There may be some stipulation in the contract with FCA that if a vehicle comes back for the same issue, it is in the dealership's dime...that would be a deterrent to touching it, if they can't know if they fixed it.

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20RAM19

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Working as a Sr. Network Engineer for 10 years, I understand what you're saying, but I wouldn't drive an hour to come see a service department on false pretence that my truck was acting up. I'd rather a dealership apply the TSB in hopes it resolves the issue. If it didn't, I'd be more than willing to come back with the understanding that at least a dealership tried.
 

GRAYWOLF

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Unfortunately, we are the exception rather than the norm...we deal with these situations all the time, most people expect it to be fixed the first time.

I am still curious about the repeat visits issue...it has recently become an issue in healthcare with Medicare patients. Facilities lose funding 8f a patient returns with the same symptoms...

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VaderRebel

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If there are possible solutions from the manufacturer (ie:TSB) there is no reason to apply that to see if it resolves it...with the understanding that it might not be the fix and the owner may have to take it to see if it is fixed, and may bring it back...
I'm sorry, you don't have to be a master mechanic to know that cold damp brakes howling in a slow reverse off a driveway in the morning isn't going to be [email protected] replicated on a road test. A squeaking console lid that is so damn annoying your family would rather take mom's ten year old Toyota, doesn't require a [email protected] road test to replicate.

The system, modern technology and millennial laziness has killed customer service. In the 70's, 80's and 90's you got a rub&tug after a service visit. Now you get rejected regardless of the complaint at least once before you have to "escalate" your situation. My generation didn't have escalation... that was when teeth started flying. Young people say eewww when I say that, like I'm some neanderthal or something. Yeah folks, civil people used to hit each other to get a point across.

I weep for humanity.
 

GRAYWOLF

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Those are all issues that can be reproduced and have nothing to do with my comment.

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VaderRebel

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Those are all issues that can be reproduced and have nothing to do with my comment.

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My point was that they weren't. The mongaloid tech decided to nix all of my requests with "not replicated on road test". I even supplied the TSB numbers and spelled out exactly how to replicate the issues. I was not provided service. I was simply "serviced". How dare I tell a tech how to do his job. Give me a break.

I DO expect things fixed the first time, but North American consumers have become zombies and spineless as a whole. We accept "updates" and beta products.

Information Technology... a broadscope label for the downfall of men... not mankind... just men.
 

SynAckuL

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25 years in the IT industry here, and I can unequivocally say that if a customer bought a $50-60,000 item from us, we'd definitely replace $200 in parts to keep them happy. In the end, a happy customer keeps your business running. If you consistently tell them you can't find the problem and refuse to placate them with a simple gesture, you'll lose them as a customer. I've seen it happen.

I think the point VaderRebel is making is that the service department refuses to do the proper legwork. This was also the case with my dealership. I had to do 95% of the upfront work just so they'd actually listen. My doors were on all caddywumpus - the tech said it was for "aerodynamics"! Took it to a body shop and had it fixed in 30 minutes.

Right now, my car is in the process of buyback by FCA for the numerous issues I've had, that the dealership continued to state were "operating as designed". I took videos, recorded times, dates, conditions, etc. I took in TSBs, had to explain to them what TSBs were, went on rides with the techs, just to be told everything was normal. I can assure you, the issues were not normal, and the techs were blowing smoke up my ***.
 

VaderRebel

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25 years in the IT industry here, and I can unequivocally say that if a customer bought a $50-60,000 item from us, we'd definitely replace $200 in parts to keep them happy. In the end, a happy customer keeps your business running. If you consistently tell them you can't find the problem and refuse to placate them with a simple gesture, you'll lose them as a customer. I've seen it happen.

I think the point VaderRebel is making is that the service department refuses to do the proper legwork. This was also the case with my dealership. I had to do 95% of the upfront work just so they'd actually listen. My doors were on all caddywumpus - the tech said it was for "aerodynamics"! Took it to a body shop and had it fixed in 30 minutes.

Right now, my car is in the process of buyback by FCA for the numerous issues I've had, that the dealership continued to state were "operating as designed". I took videos, recorded times, dates, conditions, etc. I took in TSBs, had to explain to them what TSBs were, went on rides with the techs, just to be told everything was normal. I can assure you, the issues were not normal, and the techs were blowing smoke up my ***.
Amen.
 

Jhill

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The Ultrasonic Backup TSB applies to specific vehicles sold, so you may already have the latest software. The problem is the system really isn't good for reverse, example angled driveway.

The brakes noise when backing up needs to get done and if you read the bulletin it isn't the dealers job to verify whether or not you have the problem. The bulletin tells them to fix it if the customer has the concern.

XM Radio going back to preset 1, make sure you have a profile set up in the radio and set all your presets. Then make sure you set your key position.

HVAC issue, get used to that one until RAM starts listening. Hopefully the car reviewers will put some pressure on RAM. The system is ok when temps are 70-80 but any higher and the system can't keep up.
AC temps are warm because of a blend door issue allowing hot heater core to dilute the cold air. Member KcRay installed a $15 valve on heater hose from water pump to heater core. His dash vents are now delivering under 40 degree air!!! He has a background in semi big rigs and that is common to make AC colder by shutting off hot water supply to heater. Check out the 3 or so AC threads for more info. I sent info to RamCares and asked them to pass this info to the engineers in case they haven't figured it out yet. Also sent email to TFLtruck asking them if their long term tester Rebel was having AC issues and they will monitor as weather warms up in their area. If you add a valve, don't totally stop coolant as it is probably part of defrost design so evaporator doesn't freeze up in humid weather. Just reducing flow some should help vent temps dramatically! Besides, you may need some heat in cool mornings. (Members with pneumonia will be the next new thread....lol o_O
 
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