e-Torque Battery Pack replacement

[Neurobit]

I've been having issues with electrical in my 2019 RAM e-Torque that has 3300 miles on it. I was driving to Fairbanks about 260 miles outside Anchorage when the problems started April 4th - truck died. Went black. They said towing was arranged would be back in town the following day. In truth, they let it sit on the side of the road for 3 days in the middle of nowhere - I only knew that because one of our haul drivers was taking a piece of heavy equipment up the highway, and he told me it was still there. It was finally towed back to Anchorage April 8th and they've had it since. They called me and narrowed it down to the 48v battery pack, and then told me the unit is on back order, and they had no idea when they would be getting one.

Is there any legal steps I can take here? This just seems completely unacceptable to me. $71,000 truck I bought in Feb, after the first one I bought in Nov. was totaled. This one hasn't been in my possession in almost 2 months.

Has anyone had experience with the battery being replaced? How long did it take?

Kurant,

Sorry to hear about the issues with your truck.


If you could, please post your dealer experience on the thread below, as we are compiling a list of good/bad dealers to help fellow forum members:

Dealer Service - Share your Experience!

I've been noticing many folks here being hesitant to take their trucks for service (even under warranty), which got me thinking... It would be great to have a list of the good dealers, and also a list of bad ones, so we can avoid them. I myself was apprehensive when my truck needed a few things...

5thgenrams.com

Thanks,

 

[RamCares]

Instead of starting a new thread, I figured I would post here.... I purchased a new eTorque Hemi July 1st. The sales agent noted that the Check Engine light was on, but it was due to a minor recall issue. The truck had all of the options that I needed, so I went ahead and purchased the truck. They noted that they wouldn't be able to repair it that day due to required mechanic not being available. As it turns out, the issue was NOT a recall item that was causing the check engine light (there were several recall items that needed addressed, that is true), but the eTorque battery. Now the truck has been sitting at the dealership 3 weeks and they continue to not have a clue when it could be repaired (no firm date). The service rep has told me that they had tracking information 2 weeks ago, and the battery should be in the following day. That appeared to be a complete lie, as I still don't have a truck or battery. As of a few hours ago, when I had to go to the dealership AGAIN to get information, they don't have an ETA for any battery. This has gotten very tiresome... FCA has a real problem if they can't get a supplier to deliver replacement units.

Hi DrPyro2k,

Sorry to hear of the frustration that has been associated with your situation. If it would be of interest, I would be more than happy to escalate a case on your behalf for additional assistance. This will allow us to ensure your situation is formally documented, as well as connect you with a Case Specialist who can work alongside your dealer to try and get the necessary part in ASAP. We’re just a private message away if you’d like to proceed in this manner.

Mark
Ram Social Care Specialist

 

[DrPyro2k]

Sorry to hear of the frustration that has been associated with your situation. If it would be of interest, I would be more than happy to escalate a case on your behalf for additional assistance. This will allow us to ensure your situation is formally documented, as well as connect you with a Case Specialist who can work alongside your dealer to try and get the necessary part in ASAP. We’re just a private message away if you’d like to proceed in this manner.

Mark
Ram Social Care Specialist

Mark, Pardon the slow response, work has taken me from the forum for a bit. I recently have been in contact with a customer support agents at FCA Cares. It took some time due to a typo on my VIN number, but that is all straightened out. They have started the expediting process over the last several days, but no ETA as of yet.

To everyone else....
As for other customers that may have an issue with replacement here are my suggestions.
1) There are at least 13 other dealers (at the present time) that have the battery in stock. Call Ram Cares, and they can help you identify the current list of dealers that may have the battery in stock. Then your dealer can do a Dealer-2-Dealer transfer/purchase.
2) There is without a doubt a supplier issue with the eTorque vendor and they continue to struggle to balance assembly line deliveries and replacement units. In other words, the assembly line has complete priority, so wait times can (and are) very bad. The supplier has given one ETA on delivery and completely blown it.
3) The dealer may or may not be your best advocate to get the parts. Mine seems to be quite happy pointing fingers at FCA and saying "We have done everything possible". This seems to translate to they have ordered the parts and listed the vehicle as "Vehicle Off Road" (which is a classification for FCA to say the car can't be driven). So i'm not sure why they can't/don't work with FCA to ensure "rapid" delivery of the parts and ensure customer satisfaction.

 

[RamCares]

Mark, Pardon the slow response, work has taken me from the forum for a bit. I recently have been in contact with a customer support agents at FCA Cares. It took some time due to a typo on my VIN number, but that is all straightened out. They have started the expediting process over the last several days, but no ETA as of yet.

To everyone else....
As for other customers that may have an issue with replacement here are my suggestions.
1) There are at least 13 other dealers (at the present time) that have the battery in stock. Call Ram Cares, and they can help you identify the current list of dealers that may have the battery in stock. Then your dealer can do a Dealer-2-Dealer transfer/purchase.
2) There is without a doubt a supplier issue with the eTorque vendor and they continue to struggle to balance assembly line deliveries and replacement units. In other words, the assembly line has complete priority, so wait times can (and are) very bad. The supplier has given one ETA on delivery and completely blown it.
3) The dealer may or may not be your best advocate to get the parts. Mine seems to be quite happy pointing fingers at FCA and saying "We have done everything possible". This seems to translate to they have ordered the parts and listed the vehicle as "Vehicle Off Road" (which is a classification for FCA to say the car can't be driven). So i'm not sure why they can't/don't work with FCA to ensure "rapid" delivery of the parts and ensure customer satisfaction.

No worries, DrPyro2k. I’m glad to hear that you were able to get in touch with our Customer Care Team. If you have any trouble connecting with your Case Manager moving forward, please do not hesitate to reach out to us. We’re always happy to help.

Mark
Ram Social Care Specialist

 

[DrPyro2k]

Going to add another update as I have found some additional information

Both FCA and dealer have now both stated independently that the eTorque Battery is VIN Specific. I believe they actually mean LOT specific, but they have both stated that same term (VIN Specific). I'm not sure what has changed in the design, but it has.. The list of dealers that had the part in stock, was apparently not valid as it doesn't work with my VIN (dealer stated). Both FCA and Dealer are stating that I might get the new battery by the end of August.... Maybe, as the supplier still won't give an ETA

Frankly, due to the design (VIN specific) and current availability of the part, I'm not sure I could recommend to anyone to get the eTorque system. Yes, it is very smooth when using start/stop (I actually like it) and Yes, I get better gas mileage... However, it appears there are some issues which could make long-term ownership very problematic.

 

[Jhill]

Going to add another update as I have found some additional information

Both FCA and dealer have now both stated independently that the eTorque Battery is VIN Specific. I believe they actually mean LOT specific, but they have both stated that same term (VIN Specific). I'm not sure what has changed in the design, but it has.. The list of dealers that had the part in stock, was apparently not valid as it doesn't work with my VIN (dealer stated). Both FCA and Dealer are stating that I might get the new battery by the end of August.... Maybe, as the supplier still won't give an ETA

Frankly, due to the design (VIN specific) and current availability of the part, I'm not sure I could recommend to anyone to get the eTorque system. Yes, it is very smooth when using start/stop (I actually like it) and Yes, I get better gas mileage... However, it appears there are some issues which could make long-term ownership very problematic.

I am soooooo glad it was not available (delayed) at the time I custom ordered my loaded Rebel in April 2018. (built July 2018)

 

[Gozar]

Hopefully the eTourque battery supply has improved.
I started my truck this morning and the check engine light came on as well as the red battery outline...checked battery voltage and it showed fluctuating between 11.2 and 11.4, all in the red. Stopped by the dealer and they said it was an issue between the eTourque unit and battery pack.
And....of course their computers were down so they could not schedule an appt for me, still waiting for them to call me with an appt 3 hours later....maybe it is not the battery but the charging unit, not sure which would be worse.

 

[RamCares]

Hopefully the eTourque battery supply has improved.
I started my truck this morning and the check engine light came on as well as the red battery outline...checked battery voltage and it showed fluctuating between 11.2 and 11.4, all in the red. Stopped by the dealer and they said it was an issue between the eTourque unit and battery pack.
And....of course their computers were down so they could not schedule an appt for me, still waiting for them to call me with an appt 3 hours later....maybe it is not the battery but the charging unit, not sure which would be worse.

Hi Gozar,
If additional assistance is needed while working alongside your dealer, please reach out to us privately.
Laura
Ram Cares

 

[Gozar]

Well, shoot. My truck will need a new "Hybrid Power Unit" (I guess the unit mounted in the engine bay, not the battery) and it is also on back order. Waiting on an ETA....

 

[MJP]

Well, shoot. My truck will need a new "Hybrid Power Unit" (I guess the unit mounted in the engine bay, not the battery) and it is also on back order. Waiting on an ETA....

I had my etorque battery pack replaced 2 months after buying the truck. It’s a big suitcase sized unit behind the rear seat on the drivers side. They had to take the seat out...but it’s been good ever since (knock on wood).

 

[Gozar]

ETA for my replacement Hybrid Power module is Nov 14th....I miss my truck.

 

[Gozar]

With some help from Ram Cares I got my truck back 4 days ahead of schedule, and everything is ok now!
Big thanks to Larry H Miller Dodge in Boise.

 

[Dr. Jim]

Glad to hear the good news. Hopefully you will not have any more problems from here on out.

 

[Willwork4truck]

Yea its back! While I at first viewed ET with a healthy amount of skepticism, I now (after 9-19) am thinking its an ok option for Laramie buyers and of course Limiteds have no choice. The tech will get better proven and supplies of parts should be more readily available.

As with any big tech changes, its the mechanic at the dealer that is going to need the training and support or everyone looks bad. I don’t know what new product schooling they get but it better be good. I suppose they can only get 1 or 2 guys trained up per dealer and make them specialists.

 

[Electrical]

Going to add another update as I have found some additional information

Both FCA and dealer have now both stated independently that the eTorque Battery is VIN Specific. I believe they actually mean LOT specific, but they have both stated that same term (VIN Specific). I'm not sure what has changed in the design, but it has.. The list of dealers that had the part in stock, was apparently not valid as it doesn't work with my VIN (dealer stated). Both FCA and Dealer are stating that I might get the new battery by the end of August.... Maybe, as the supplier still won't give an ETA

Frankly, due to the design (VIN specific) and current availability of the part, I'm not sure I could recommend to anyone to get the eTorque system. Yes, it is very smooth when using start/stop (I actually like it) and Yes, I get better gas mileage... However, it appears there are some issues which could make long-term ownership very problematic.

Interesting...

 

[NumpsRebel]

I've been having issues with electrical in my 2019 RAM e-Torque that has 3300 miles on it. I was driving to Fairbanks about 260 miles outside Anchorage when the problems started April 4th - truck died. Went black. They said towing was arranged would be back in town the following day. In truth, they let it sit on the side of the road for 3 days in the middle of nowhere - I only knew that because one of our haul drivers was taking a piece of heavy equipment up the highway, and he told me it was still there. It was finally towed back to Anchorage April 8th and they've had it since. They called me and narrowed it down to the 48v battery pack, and then told me the unit is on back order, and they had no idea when they would be getting one.

Is there any legal steps I can take here? This just seems completely unacceptable to me. $71,000 truck I bought in Feb, after the first one I bought in Nov. was totaled. This one hasn't been in my possession in almost 2 months.

Has anyone had experience with the battery being replaced? How long did it take?

I am currently going through almost the exact same scenario. My truck started losing power WHILE driving went into low battery mode and watched the battery go from 12.7 down to under 11. I made a quick stop at a gas station afraid it was gonna die I left it running and I came back out put it into reverse and it STILL died so my neighbor jumped it. 2 miles later as I am parking it died again. So I had to jump it again to finish parking. The next morning I had an appointment and I jumped it a third time so I could safely get it all the way to the dealer. THAT WAS THREE WEEKS AGO RAMCARES. The dealer didn't get to check it out the first day because FCA's computer system was down . . . go figure. ALL DAY it was down. The next day they told me it started right up just fine and my reply was evaluate it again. SEVERAL days later they said okay the battery pack was dead and were ordering me a new one with NO E.T.A. that was week #1. Week #2 I go back to check on that ETA for the battery pack they ordered and I am told June 24/25th and shown the order on some paper. I immediately ask to call to get a customer service agent and now I am currently waiting for his game of email tag with the "area manager" about my request for my truck to be up and running much sooner. I shouldn't . . correction WE the customer who bought this very expensive truck should not have to wait almost HALF A YEAR for a battery. I bought this truck to use. I caught hell buying a ram while I work for ford and was proud in my decision but this is making me regret that. There is ZERO reason why RAMCARes shouldn't be able to pull a battery out of one of these factories or off the lots of these unsold trucks to substitute into mind and place the back ordered battery into a sitting truck that's not SOLD YET. FOR AS LONG as this wait is will a lift and level come with this . . .even that to me doesn't make it worth it. as spring and summer approach I would like my truck for recreation the one I purchased after meticulously test driving the two top brands.

 

[WXman]

Each state has various laws, but here in Kentucky the lemon law states that if the vehicle is within 12 months and 12,000 miles, then the dealer has 3 separate opportunities OR 30 days to fix the problem. If they don't, then the vehicle qualifies for lemon law protection and you can pursue a buy-back.

 

[Willwork4truck]

Each state has various laws, but here in Kentucky the lemon law states that if the vehicle is within 12 months and 12,000 miles, then the dealer has 3 separate opportunities OR 30 days to fix the problem. If they don't, then the vehicle qualifies for lemon law protection and you can pursue a buy-back.

As much as I like our non-ET truck, if I had bought an ET and had this happen I'd be camped out at the dealer demanding that they strip a pack out of an unsold truck. They likely would refuse but still.

 

[RamCares]

I am currently going through almost the exact same scenario. My truck started losing power WHILE driving went into low battery mode and watched the battery go from 12.7 down to under 11. I made a quick stop at a gas station afraid it was gonna die I left it running and I came back out put it into reverse and it STILL died so my neighbor jumped it. 2 miles later as I am parking it died again. So I had to jump it again to finish parking. The next morning I had an appointment and I jumped it a third time so I could safely get it all the way to the dealer. THAT WAS THREE WEEKS AGO RAMCARES. The dealer didn't get to check it out the first day because FCA's computer system was down . . . go figure. ALL DAY it was down. The next day they told me it started right up just fine and my reply was evaluate it again. SEVERAL days later they said okay the battery pack was dead and were ordering me a new one with NO E.T.A. that was week #1. Week #2 I go back to check on that ETA for the battery pack they ordered and I am told June 24/25th and shown the order on some paper. I immediately ask to call to get a customer service agent and now I am currently waiting for his game of email tag with the "area manager" about my request for my truck to be up and running much sooner. I shouldn't . . correction WE the customer who bought this very expensive truck should not have to wait almost HALF A YEAR for a battery. I bought this truck to use. I caught hell buying a ram while I work for ford and was proud in my decision but this is making me regret that. There is ZERO reason why RAMCARes shouldn't be able to pull a battery out of one of these factories or off the lots of these unsold trucks to substitute into mind and place the back ordered battery into a sitting truck that's not SOLD YET. FOR AS LONG as this wait is will a lift and level come with this . . .even that to me doesn't make it worth it. as spring and summer approach I would like my truck for recreation the one I purchased after meticulously test driving the two top brands.

Hi @NumpsRebel - I deeply regret to hear of the frustration that has been associated with your situation. Please know that we are still more than happy to look into this further for you to determine how to best assist at this point. Please follow up with us via private message when you can!

Mark
RamCares

 

[Biga]

I haven't had any issues with my etorque, just turned 20K, hopefully it continues that way.