Recommendations Needed - 7 months, Useless Radio Feature, No Solution

[Zipper100]

I'm at a loss here and could really use some suggestions for how to handle this...

Since the day I received my truck in mid-December, I've had multiple issues with my 8.4" radio w/ nav. Backup cam cuts out, loss of all audio and constant issues with bluetooth quality (happens with every paired device).

A dealer close to home, which I've been going to for service for years stated that replacing the radio would not resolve my issues with this. Just recently, UConnect also confirmed this and I need an update to resolve my issues. When I contacted the dealer I purchased the truck from, they simply pushed me off to Service where they placed a STAR case, with no response back (imagine, that?).

So we are going on 7+ months of an issue with no resolution. Seeing that the 12" system has a TSB to resolve every single issue I have, I recommended to UConnect that they install the 12" to 1) resolve my issues 2) compensation for paying for a product for 7 months that doesn't work correctly, but I was more or less told it's not gonna happen.

What should I do here? Who do I escalate to? Ram doesn't seem to care, UConnect is telling me to "have patience" and pay for something that hasn't worked since day 1. I know a proper working radio isn't life or death, certainly does not impact the drive-ability of the truck, but paying for something that doesn't work properly for this long is just unacceptable.

I appreciate any input you can provide. Thanks.

 

[riccnick]

What's your build date? Search around the TSB / Recalls section on the forum, I'm sure I've definitely seen radio enhancements for the 8.4 screens too. The other thing you can try is another dealer.

As far as compensation goes, that's up to you and your very expensive lawyer. Obviously with no guarantees.

 

[silver64]

Call corporate and and ask who the rep is for your dealer then contact the person. Explain the issue to the FCA rep and ask for an action plan.

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[MJP]

I'm at a loss here and could really use some suggestions for how to handle this...

Since the day I received my truck in mid-December, I've had multiple issues with my 8.4" radio w/ nav. Backup cam cuts out, loss of all audio and constant issues with bluetooth quality (happens with every paired device).

A dealer close to home, which I've been going to for service for years stated that replacing the radio would not resolve my issues with this. Just recently, UConnect also confirmed this and I need an update to resolve my issues. When I contacted the dealer I purchased the truck from, they simply pushed me off to Service where they placed a STAR case, with no response back (imagine, that?).

So we are going on 7+ months of an issue with no resolution. Seeing that the 12" system has a TSB to resolve every single issue I have, I recommended to UConnect that they install the 12" to 1) resolve my issues 2) compensation for paying for a product for 7 months that doesn't work correctly, but I was more or less told it's not gonna happen.

What should I do here? Who do I escalate to? Ram doesn't seem to care, UConnect is telling me to "have patience" and pay for something that hasn't worked since day 1. I know a proper working radio isn't life or death, certainly does not impact the drive-ability of the truck, but paying for something that doesn't work properly for this long is just unacceptable.

I appreciate any input you can provide. Thanks.

From what I've read on this forum, the recent 12" TSB has actually caused lots of problems instead of resolving them for the 12" owners. I would keep on the Uconnect people and ask to be pushed up the chain so you can speak to someone in management.

 

[spaightlabs]

1) what update are they suggesting you need?

2) why won't a new head unit fix the problems? I have the 8.4 andI don't have any of those issues so it is either a problem with the unit or the software needs to be updatesd which is no biggie.

 

[RAMpage]

I have to follow this as I am experiencing some of the same issues with my Rebel. Within a few hours of getting it home a week and a half ago, I noticed the backup camera flickering (whether in reverse or just pressing the backup camera button). I immediately told my dealer of this so they ordered a new camera for me but when they swapped it, it didn't fix anything. Now they are saying there is nothing they can do and FCA Canada is saying the same. I am simply told it's a software issue and the patch is being worked on. I'm still pissed this truck was even sold to me with a known issue existing already. How did it even pass PDI?
FCA Canada also informed me that the dealer is not allowed to replace the UConnect head unit or else they will not be compensated for the cost - so obviously the dealer doesn't want to do it. I inquired about exchanging the truck for another but was simply ignored. It was an issue from the start, so I figured they should be open to that option.
Now I am having issues with the buttons on the back of the steering wheel not registering up/down every 5th time I use them (both sides also). If I reset the UConnect, they'll work briefly but then go back to not working every 5th time I press them.
As I told FCA and the dealer - if all the other RAMs with the 8.4 on their lot are fine but mine isn't how can it be a software bug? Same hardware, same software. Load of BS coming from FCA I assume so that they can figure out a way around replacing the units.

 

[RamCares]

I'm at a loss here and could really use some suggestions for how to handle this...

Since the day I received my truck in mid-December, I've had multiple issues with my 8.4" radio w/ nav. Backup cam cuts out, loss of all audio and constant issues with bluetooth quality (happens with every paired device).

A dealer close to home, which I've been going to for service for years stated that replacing the radio would not resolve my issues with this. Just recently, UConnect also confirmed this and I need an update to resolve my issues. When I contacted the dealer I purchased the truck from, they simply pushed me off to Service where they placed a STAR case, with no response back (imagine, that?).

So we are going on 7+ months of an issue with no resolution. Seeing that the 12" system has a TSB to resolve every single issue I have, I recommended to UConnect that they install the 12" to 1) resolve my issues 2) compensation for paying for a product for 7 months that doesn't work correctly, but I was more or less told it's not gonna happen.

What should I do here? Who do I escalate to? Ram doesn't seem to care, UConnect is telling me to "have patience" and pay for something that hasn't worked since day 1. I know a proper working radio isn't life or death, certainly does not impact the drive-ability of the truck, but paying for something that doesn't work properly for this long is just unacceptable.

I appreciate any input you can provide. Thanks.

Hi Zipper100,
We're sorry to hear about your experience. Has a case been opened on the Customer Care side to add additional assistance while working with your dealer? If not, please send our team a private message and we would be happy to get this process started for you!
Alex
Ram Social Care Specialist

 

[RAMpage]

Well just got off the phone with FCA Canada and they couldn't have been more useless. They don't have an ETA for the software fix, no guarantee it will fix it, they told the dealer to stop attempting to fix the issue as they would not be reimbursed, and no compensation for owners that have the issue with a defective UConnect. Needless to say, this will be my 5th and final FCA vehicle. Am debating about leaving the truck with the dealer until the issue is resolved.

 

[Zipper100]

Hi Zipper100,
We're sorry to hear about your experience. Has a case been opened on the Customer Care side to add additional assistance while working with your dealer? If not, please send our team a private message and we would be happy to get this process started for you!
Alex
Ram Social Care Specialist

Yes, a case has been created. However, 1 dealer has acknowledged the issue and the dealer I purchased it from, escalated the issues with last week, kindly sent me a letter yesterday stating the radio is working properly (after 5 minutes of looking at it, not 20 per the document).

So now I get to carry a second phone in my truck to try and record the issues when they occur since if you are streaming audio and then turn the camera on, streaming stops. This is all so I can prove to the dealership and my useless case manager who doesn't respond and apparently her supervisor who doesn't respond to inquiries as well, that I actually have an issue.

You would think after have so many issues with previous FCA vehicles, I'd get some sort of damn service and trust from "someone" there about this, having some loyalty to your company, someone would do SOMETHING other than "have patience", but clearly, no give-a-damn is there.

 

[Zipper100]

Well just got off the phone with FCA Canada and they couldn't have been more useless. They don't have an ETA for the software fix, no guarantee it will fix it, they told the dealer to stop attempting to fix the issue as they would not be reimbursed, and no compensation for owners that have the issue with a defective UConnect. Needless to say, this will be my 5th and final FCA vehicle. Am debating about leaving the truck with the dealer until the issue is resolved.

It's pathetic. I'm having the same thoughts about leaving the truck as well. While UConnect has not stated anything about people to stop working on it nor reimbursement, how can they expect someone to pay full price for something that you pay a hell of a lot of money for that doesn't work properly?

 

[Zipper100]

What's your build date? Search around the TSB / Recalls section on the forum, I'm sure I've definitely seen radio enhancements for the 8.4 screens too. The other thing you can try is another dealer.

As far as compensation goes, that's up to you and your very expensive lawyer. Obviously with no guarantees.

When I get the truck back, I'd be happy to tell you. With my awesome luck, had a rock hit the windshield and smash it. So... it's getting new glass today.

Call corporate and and ask who the rep is for your dealer then contact the person. Explain the issue to the FCA rep and ask for an action plan.

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www.headquartersinfo.com

Thank you. I will try this.

From what I've read on this forum, the recent 12" TSB has actually caused lots of problems instead of resolving them for the 12" owners. I would keep on the Uconnect people and ask to be pushed up the chain so you can speak to someone in management.

I tried pushing this up the UConnect Customer Service ladder to my case manager supervisor, but he failed to respond as well.

1) what update are they suggesting you need?

2) why won't a new head unit fix the problems? I have the 8.4 andI don't have any of those issues so it is either a problem with the unit or the software needs to be updatesd which is no biggie.

1. Some update that doesn't exist with no ETA for release. "Vaporware" as those in IT call it.
2. Not sure, but maybe it's UConnect telling them I'm full or it or something and nobody is getting reimbursed without them saying otherwise? It's the only thing I can think of. Bluetooth is a module on the board, not software.

 

[riccnick]

When I get the truck back, I'd be happy to tell you. With my awesome luck, had a rock hit the windshield and smash it. So... it's getting new glass today.

Here, I did the searching for you.

Dropbox

www.dropbox.com

If it's already at the dealer, call and specifically ask them for this tsb to be completed. They don't have to witness anything if your concern matches the symptom description(s), so make sure you tell them two or three specific items on that list. Don't say ALL of them, as they do not ALL apply to your vehicle. Read the document thoroughly so that you can't be caught off guard. Failure code CC means customer concern, which is how they will justify billing it to warranty. Once again, if they don't do this, find another dealer and blast the **** out of this one somewhere in an online review.

 

[RamCares]

Yes, a case has been created. However, 1 dealer has acknowledged the issue and the dealer I purchased it from, escalated the issues with last week, kindly sent me a letter yesterday stating the radio is working properly (after 5 minutes of looking at it, not 20 per the document).

So now I get to carry a second phone in my truck to try and record the issues when they occur since if you are streaming audio and then turn the camera on, streaming stops. This is all so I can prove to the dealership and my useless case manager who doesn't respond and apparently her supervisor who doesn't respond to inquiries as well, that I actually have an issue.

You would think after have so many issues with previous FCA vehicles, I'd get some sort of damn service and trust from "someone" there about this, having some loyalty to your company, someone would do SOMETHING other than "have patience", but clearly, no give-a-damn is there.


View attachment 31230

Hi Zipper100,
If you would like for our team to look into this further, please send us a private message with your VIN and/or case number.
Alex
Ram Social Care Specialist

 

[Zipper100]

Here, I did the searching for you.

Dropbox

www.dropbox.com

If it's already at the dealer, call and specifically ask them for this tsb to be completed. They don't have to witness anything if your concern matches the symptom description(s), so make sure you tell them two or three specific items on that list. Don't say ALL of them, as they do not ALL apply to your vehicle. Read the document thoroughly so that you can't be caught off guard. Failure code CC means customer concern, which is how they will justify billing it to warranty. Once again, if they don't do this, find another dealer and blast the **** out of this one somewhere in an online review.

Thank you, but dealer told me this one didn't apply to my truck.

 

[riccnick]

Thank you, but dealer told me this one didn't apply to my truck.

Did you ask them why? Is your build date within range? Do you have the radio option codes that are listed? Lots of times they just run your vin and if it's not flagged in the system for an update, they dismiss your concern. But if you go by the text in the TSB, you may qualify. This is why it's important to know what your build date is.

 

[ddharris]

I might have missed it but did they replace the 8.4 Uconnect head unit already?

 

[jdmartin]

So now I get to carry a second phone in my truck to try and record the issues when they occur since if you are streaming audio and then turn the camera on, streaming stops. This is all so I can prove to the dealership and my useless case manager who doesn't respond and apparently her supervisor who doesn't respond to inquiries as well, that I actually have an issue.

I'm not sure I follow what this means. Are you saying that if you are streaming audio and turn on the backup camera the streaming stops? Or if you turn on the camera on the phone streaming stops? And in either case, doesn't it just pause and you can resume - in other words, why is this a big deal?