ggutta85
Junior Member
My truck is a 2019 RAM 1500 BigHorn w/ rear power sliding window. Just like so many others it developed the cracked rear window frame, and of course the truck is now out of Warranty. Is RAM totally disregarding this issue or has anyone gotten any assistance from them in this matter? I don't expect something for nothing, however this issue is unequivocally the result of a well-documented design flaw and was hoping to get some type of good-will assistance or relief from RAM since this is such a prolific issue and extended warranty doesn't cover it. Is this something @RamCares has helped anyone with? Background: After having to pull up the carpet in my RAM and discovering the cracked window frame, I found TSB # 23-016-21 and called RAM Customer Care about the issue and was given a case number and told to call back after having the dealer diagnose the issue. I went to the dealer, who charged me $200 to diagnose what I already knew, and they gave me a written diagnosis describing the issue and referencing the TSB. They also gave me a quote for the full repair cost. I called RAM Customer Care back and asked if there was any assistance they could give me and frankly, they treated me very poorly. The first representative was reading from a script and after I explained the above info to her, she kept repeating that I would have to take it to the dealer for diagnosis. When it was obvious she wasn't understanding me, I asked to elevate the matter or speak with a supervisor and she flat out refused. I would ask follow-up questions which were met with awkward, long pauses, and no definitive answer. I called back and the next representative, a male, was rude, argumentative, and condescending. I gave him my FCA Case # and he stated that the case closed. He DEMANDED, "Where did you get the Service Bulletin?" when I brought that up. He insinuated I was lying to him about the dealer's diagnosis; stated that the TSB I was referencing did not exist; then, after he found it, argued that it didn't apply to my vehicle (which it clearly does). I read him the dealer's diagnostic verbatim, with the dealer's reference to the TSB and he said to the effect of, "Well, anyone who knows words and can read, would know that it doesn't actually say your VIN is covered under the TSB" and "If the dealer really made that determination, they would have taken care of it and you wouldn't be calling us." Like the first rep., he was insistent that there was nothing RAM could do and refused to elevate my case. I was persistent and he finally took my email address and stated that someone MIGHT contact me. Sorry to rant, but is this a typical experience? Is there a different avenue I should take? After twenty years of driving GM products, I bought my first MOPAR vehicle because of GM's quality issues, but they NEVER treated me like this and always addressed their issues.
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