We're Not Off To a Good Start...(Engine Replaced!!!)

[nburd]

So after filing my case with RAM Customer care last week, I never did get a call back or an email from any case manager. I ended up calling in yesterday to get some idea of what was going on.

I was told that a motor arrived at their parts warehouse yesterday(they could not tell me where), and would take up to 4 days to ship to dealer. They will speak with dealer Friday.

They would not allow the return of truck or a swap to a different truck because this does not meet criteria under Mass Lemon Laws.

I guess I'm trying to figure out exactly RAM Customer Care is doing to help their customers...nothing!
Diagnosed with seized motor 10/21 and I still have no motor.

Chris

Mass has great consumer protection laws.

Mass has the 15 day rule. If out of service for 15 days or more or 3 repair attempts for a repair, the lemon law applies and you can get your money back. You do have to demand the truck is fixed within 7 days after the 15 Days out of service, In writing. Just follow the rules. It sounds like in 7 working days, you can get a refund or new truck. https://www.mass.gov/guides/guide-to-new-car-lemon-law

”Steps to start the process

Step 1) A reasonable number of repair attempts​

You must allow the selling dealer, a dealer that the manufacturer authorizes, or the manufacturer a reasonable number of attempts to repair the defect. The law defines a reasonable number of repairs as 3 times for the same defect. If the problem is still present after 3 or more repair attempts within 1 year or 15,000 miles of the original date of delivery of the car — whichever comes first — then you can move onto Step 2.
Please note: If your car is out of service during repair attempts for 15 or more business days, that also meets the requirement, even if there aren’t 3 separate repair attempts. Under this law, a business day is any day the service department of an authorized dealer is open for business.
During the repair process, make sure that you:

• Keep complete and accurate records of all contact with the manufacturer and dealer.
• Keep all receipts.

PS: You have a right to a dated, itemized bill for any repair work, including warranty repair work, under statewide Motor Vehicle Regulations (940 CMR 5.05).

Step 2) Final repair attempt​

If the substantial defect continues after the dealer or manufacturer has made a reasonable number of repair attempts, you must give the manufacturer one final repair opportunity, not to exceed 7 business days, to fix the defect. The 7-day period begins when the manufacturer knows or should know that the repair requirements have been met or exceeded.
Before 15 months from the date of delivery, you’ll need to send a letter notifying the manufacturer that you have made reasonable repair attempts. You can send the letter after the term of protection has ended.
It is recommended that you send your notice by mail, return receipt requested, regular mail and by email to the manufacturer’s regional office. Keep copies of all documents.
At the end of the 7 business days, if the manufacturer has your car, you may pick it up whether it has been fixed or not. If the defect hasn’t been repaired, you have a right to the cost of repairs, a refund, or a replacement car.”

 

[reidcc]

Mass has great consumer protection laws.

Mass has the 15 day rule. If out of service for 15 days or more or 3 repair attempts for a repair, the lemon law applies and you can get your money back. You do have to demand the truck is fixed within 7 days after the 15 Days out of service, In writing. Just follow the rules. It sounds like in 7 working days, you can get a refund or new truck. https://www.mass.gov/guides/guide-to-new-car-lemon-law

”Steps to start the process

Step 1) A reasonable number of repair attempts​

You must allow the selling dealer, a dealer that the manufacturer authorizes, or the manufacturer a reasonable number of attempts to repair the defect. The law defines a reasonable number of repairs as 3 times for the same defect. If the problem is still present after 3 or more repair attempts within 1 year or 15,000 miles of the original date of delivery of the car — whichever comes first — then you can move onto Step 2.
Please note: If your car is out of service during repair attempts for 15 or more business days, that also meets the requirement, even if there aren’t 3 separate repair attempts. Under this law, a business day is any day the service department of an authorized dealer is open for business.
During the repair process, make sure that you:

• Keep complete and accurate records of all contact with the manufacturer and dealer.
• Keep all receipts.

PS: You have a right to a dated, itemized bill for any repair work, including warranty repair work, under statewide Motor Vehicle Regulations (940 CMR 5.05).

Step 2) Final repair attempt​

If the substantial defect continues after the dealer or manufacturer has made a reasonable number of repair attempts, you must give the manufacturer one final repair opportunity, not to exceed 7 business days, to fix the defect. The 7-day period begins when the manufacturer knows or should know that the repair requirements have been met or exceeded.
Before 15 months from the date of delivery, you’ll need to send a letter notifying the manufacturer that you have made reasonable repair attempts. You can send the letter after the term of protection has ended.
It is recommended that you send your notice by mail, return receipt requested, regular mail and by email to the manufacturer’s regional office. Keep copies of all documents.
At the end of the 7 business days, if the manufacturer has your car, you may pick it up whether it has been fixed or not. If the defect hasn’t been repaired, you have a right to the cost of repairs, a refund, or a replacement car.”

Hi nburd- so if truck went in 10/21, today 11/11 is the 16th day its been out of service.

 

[nburd]

Hi nburd- so if truck went in 10/21, today 11/11 is the 16th day its been out of service.

If that’s 15 “dealer service department open” days, then yes. By the rules (and there was a sample Demand letter To follow on the website), hopefully you have some documentation of your prior correspondence, you can write the demand letter to the dealer to have your truck complete in 7 business days from today. If they cannot deliver a repaired truck in that time, you qualify for the refund or new truck. If they do not comply, you will have to Arbitrate. But it’s an easy win and I do not think you need an attorney, just follow the rules and document everything as much as possible. Good luck.

 

[nburd]

You can call the Lemon Law Program Coordinator at 617-973-8733 For advice as well.

 

[reidcc]

If that’s 15 “dealer service department open” days, then yes. By the rules (and there was a sample Demand letter To follow on the website), hopefully you have some documentation of your prior correspondence, you can write the demand letter to the dealer to have your truck complete in 7 business days from today. If they cannot deliver a repaired truck in that time, you qualify for the refund or new truck. If they do not comply, you will have to Arbitrate. But it’s an easy win and I do not think you need an attorney, just follow the rules and document everything as much as possible. Good luck.

Thank You!

 

[reidcc]

So I was filling out my letter to FCA demanding repair of my vehicle under the 15 days out of service clause, and I get a call from RAM Customer Service.
Engine was just delivered to dealership 1st thing this AM, and should be completed by end of day Monday. I then called the dealership myself- spoke with asst Service Manager Dave- and told me the same story.

Chris

 

[nburd]

So I was filling out my letter to FCA demanding repair of my vehicle under the 15 days out of service clause, and I get a call from RAM Customer Service.
Engine was just delivered to dealership 1st thing this AM, and should be completed by end of day Monday. I then called the dealership myself- spoke with asst Service Manager Dave- and told me the same story.

Chris

If it were me, I would still consider follow through with the letter ASAP if you do not have faith in RAM. 7 business days is a short time and who knows what may slow down the engine install process next week. If you do not, it all resets again..... But it is your call and if you like your truck, you do have a new engine, due to an unforeseen manufacturing defect. I do not think it will devalue your truck at all as it was a "part" replacement. We all know nothing is perfect and RAM may have fixed your issue fairly quickly (during a global pandemic no less) and provided you a decent car to use. I like my truck enough that if it happened to me, tomorrow and they fixed it as quickly as yours, I would probably keep it (2020 incentives were better than the '21's). but I would still try to get a 100,000+ mile warranty out of them at minimum as you have little "confidence" in the reliability since it was worked on quite a bit. Just a thought. Anyway, best of luck. I still owe you a coffee someday.....

 

[reidcc]

Got the truck back late this afternoon. They needed to rebleed the master cylinder after putting it all back together. It will need to go back to them as each time I hit the brakes now- I get a hollow clunk sound that seem to be coming from just forward of drivers side of dash.

I did get to see a picture of the damaged engine today. There was roughly 1/4 of the external toothed tone ring jammed into one of the main bearing journals just below the bearing cap.

So far- no abnormal vibrations or rattles. I'll take it out during day tomorrow when I can at least see any hood vibrations or misalignments.

Chris

 

[reidcc]

So I took the truck in to dealer today and took a ride with the Tech who took care of my truck the day it was towed in with seized motor. I drove to show him where/how I was getting front noise. I was getting a clunk noise from behind back seat as well, but never mentioned anything about it, only because I did not think it had anything to do with what was done(or so I thought).

We're driving and he starts talking first- telling me he could not believe what he saw after he pulled the oil pan down, saying he'd never seen anything like it before - seeing the tone ring jammed up in one of the crank journals. He said that the tone rings were held on with 4 bolts, but could only find one bolt, and also commented on the amount of metal in the pan. I could tell the guy really wanted to tell me all about it.

He also mentioned having to remove my side steps from the brackets, as it was easier than removing the brackets, and at that point I was WTF????? I was confused there, as I had specifically asked the Asst Service manager if only the front hood/fenders come off, and he said yes, but the cab stays on. Then the tech showed me a pic of the cab being lifted up off the frame to remove/replace the motor. So at this point I'm thinking the noise I'm hearing behind back seat now makes sense after all. He went and retorqued all Cab Mounts and all was well.

It turns out it was more intensive tearing down than I thought. I know the Nissan Titans needed to have their Cabs removed when their motors get swapped(yes many of the 2017 - 2019's are being replaced with short blocks), but never knew the Rams needed that.

Anyway- I'm glad I got to meet the Tech and hear his story. Hopefully- this chapter is closed!
Chris

 

[BowDown]

Hope everything stays good and is smooth sailing from here on out for you so you can actually enjoy the truck

 

[reidcc]

One further update to this madness...I just got a call from RAM Customer Care in Michigan. They have extended my warranty on the truck for 2 additional yrs/24K miles. I wasn't holding my breath that it would happen when I spoke with them last week, but they did come through!

Between this, and the conversation with the Tech- I do feel much better about the situation.

Chris