Customer Service Garbage

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Ram1980

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Hey everyone, I’m new here, but figured I’d post about a recent issue, and something that should alarm most heavy duty owners.

After 8 long years of my truck constantly being in the dealer for repairs, due to overheating, charging, battery issues, it was discovered (and confirmed by Ram, and my local dealer) that my Ram 3500 with a snow plow prep package, was built without the upgraded parts.

Window sticker clearly shows it should have the upgraded items associated to a “plow prep package”, but when my VIN number is ran, it shows the lower grade parts as being installed and code for my truck.

After years and tow bills (from over heating), radiators, break downs, etc, Ram had officially told me “we aren’t willing to do anything about this error”.

I have been loyal to Ram since 2006, but after this, I’ll never be able to bring myself to buy a Chrysler product again.

Terrible terrible customer service.

This is far from over, but unfortunate that I need to get the Attorney General involved.
 

tron67j

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Check all the paperwork from the sales contract. Do you see a disclaimer stating something to the effect that items may not have been installed as the manufacturer reserves the right to make changes? Your best bet if considering legal action is to get all your original sales paperwork and repair history and consult a contract attorney. They can guide you on best path forward including preventing you from doing something that could prejudice your rights.

Just reading other problems over the years, a possible best scenario is a dollar off coupon on a new purchase. But if you are over Ram, you may want to save lots of headache and just trade in on another truck. Sorry to hear of your problems, and good luck.
 

GTyankee

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Have you looked at the AS BUILT SHEET ?

compare your Equipment Listing against what you told the Salesman that you wanted that day made the factory order
When you & the salesman & Sales Manager signed is a contract.

It would seem to me, that unless they requested & sent you a revision request. They have to stick to that contract.
Unless there are other factors, like you waited to long to complain.
 
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2003F350

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Hey everyone, I’m new here, but figured I’d post about a recent issue, and something that should alarm most heavy duty owners.

After 8 long years of my truck constantly being in the dealer for repairs, due to overheating, charging, battery issues, it was discovered (and confirmed by Ram, and my local dealer) that my Ram 3500 with a snow plow prep package, was built without the upgraded parts.

Window sticker clearly shows it should have the upgraded items associated to a “plow prep package”, but when my VIN number is ran, it shows the lower grade parts as being installed and code for my truck.

After years and tow bills (from over heating), radiators, break downs, etc, Ram had officially told me “we aren’t willing to do anything about this error”.

I have been loyal to Ram since 2006, but after this, I’ll never be able to bring myself to buy a Chrysler product again.

Terrible terrible customer service.

This is far from over, but unfortunate that I need to get the Attorney General involved.

So after doing a little quick research, the ONLY upgrades offered in the Snow Plow Prep in 2015 was a 180 amp alternator and a skid plate for the transfer case. The Snow Chief package apparently offered upfitter switches, clearance lights, etc. But NO suspension or cooling upgrades. Which makes sense, since these trucks have MORE than enough capacity for cooling...Unless your 6.4 had a lot of casting sand in it (which is possible), which would have clogged up your coolant passageways and radiator/heater core. I would think the dealer would have noticed this build-up and done some investigation, done a few coolant flushes, and it should have solved the problem.

It sounds like they didn't add in the higher-output alternator, which is unfortunate, but frankly that should have been caught when you first started having issues with charging, which I would presume you would have noticed the first winter.
 

csuder99

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Let's see... signed up yesterday, one post that bashes RAM/Stellantis (sorry it hasn't been Chrysler for over a decade). Would you mind sharing the VIN ? Yeah, didn't think so. Are you using it as plow truck ? Yeah, didn't think so either.

Let's assume the truck was built without any of the plow prep upgrades, it should still not overheat in on-road use. If it did, the dealer should (and I realize I put a lot of faith into dealership "technicans") be able to figure out why that is happening.
 
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Ram1980

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Let's see... signed up yesterday, one post that bashes RAM/Stellantis (sorry it hasn't been Chrysler for over a decade). Would you mind sharing the VIN ? Yeah, didn't think so. Are you using it as plow truck ? Yeah, didn't think so either.

Let's assume the truck was built without any of the plow prep upgrades, it should still not overheat in on-road use. If it did, the dealer should (and I realize I put a lot of faith into dealership "technicans") be able to figure out why that is happening.
Csuder99:

I have nothing to hide here!

My vin is: 3C63R3FJ2FG631932
Attached also is my window sticker

Of course I use it was a plow truck, but that doesn’t mean it should overheat.

If you wish to review the repair orders, I can supply those as well, but since Feb 24, with replaced the clutch fan, the thermostat, the radiator, and flushed the system.
Even after all of that, it is still overheating. Their next “official” response was “your plow is too big”, so I asked what size plow is allowed, but they had no answer. (FYI—-I have a Western WideOut on the truck).

Also attached is STELLANTIS response about the vehicle not being build with the correct parts

Also attached is some BS response from customer care, stating I shouldn’t drive over 45mph with a plow.
But that still doesn’t answer why it overheats even doing 25mph
 

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pacofortacos

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Yeah, the snow prep package is nothing but a higher amp alternator - really doesn't explain any of your non-charging issues.
 

csuder99

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Ok, I apologize for thinking this was a troll post. In any case, the snow plow prep package for $85 is just the upgraded alternator. Looking at the build sheet (not the Monroney) it does list the snow plow prep but then below it is says 180A alternator which doesn't square up. It might be worthwhile looking for a part number or similar to determine which alternator is in there.

Regardless of the alternator being 180A or 220A you shouldn't have any charging or overheating issues. Trying to blame the issues on the alternator is not a winning proposition IMHO.

Have you tried a different dealer or independent diagnostic place ? Seeing the truck is running in the salt belt there might be issues with the wiring that cause things to go haywire.
 

crazy jerry

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does it run fine with plow removed ? theres two fans but if the radiator is significantly blocked even ten fans wont help. maybe your radiator fins are full of sand and dirt. maybe one or both of your fans arent working correctly. theres alot of what ifs. is it a problem with the truck or operator error. hard to say
 
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Ram1980

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They have replaced the radiator (multiple times) and the clutch fan…that still doesn’t fix the issue.

Plow on, driven under 45 (even through I should be able to drive faster), plow lowered as much as safely possible.

Still overheats…which is why it sat at the dealer for 3 months. They brought some manufacture reps in to try and figure it out….their answer “the plow is to big”. (Just a standard western wide out is what I am running)
 

Gr8bawana

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They have replaced the radiator (multiple times) and the clutch fan…that still doesn’t fix the issue.

Plow on, driven under 45 (even through I should be able to drive faster), plow lowered as much as safely possible.

Still overheats…which is why it sat at the dealer for 3 months. They brought some manufacture reps in to try and figure it out….their answer “the plow is to big”. (Just a standard western wide out is what I am running)
You didn't answer the question by crazy jerry about whether it runs ok without the plow attached. Does it?
Perhaps you should just trade it in on something else that isn't Chrysler especially since you're done with them, these trucks have not been Chrysler or Dodge for a very long time.
 
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Ram1980

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You didn't answer the question by crazy jerry about whether it runs ok without the plow attached. Does it?
Perhaps you should just trade it in on something else that isn't Chrysler especially since you're done with them, these trucks have not been Chrysler or Dodge for a very long time.
I’d love to trade it in, but I purchased the maxcare (lifetime) warranty on the vehicle. So selling or trading in would not make any financial sense.
As far as your question…no, it doesn’t no completely overheat without a plow. It runs warmer than other Ram trucks of mine, but not to the point of overheat.
 

tron67j

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Years ago used to see this where one truck would overheat while others didn't. More than likely it is just the airflow being blocked. You may want to try and re-establish good flow while your plow is on. Here is one idea: https://www.plowflowmaster.com/

Problem diminishes without the plow, so simplest solution is usually where I would start. Do you keep the upper lift section on all the time? Maybe that contributes.
 

ashman155

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I had an issue with the wing nut under the front passenger seat to remove the jack for the truck. My step son and I spent 3 hours trying to remove this, found out once we removed it there was some kind of gunk on the threads that made it almost impossible to have the jack free. So the first thing I did was contact customer service by email about the issue and the response I got back was deplorable, they suggested I put the jack some place else, but where was the thing suppose to go as there is not much room left in the truck, like under the back seat, can't put it behind the back seat so you just have to leave it lying around in the truck somewhere. I was not very happy in the response so I googled found the head cheese email address and yep emailed him with my situation plus the ticket number from their customer service response. I thought ok that's it, well wouldn't you believe it I got a call from #2 in command about this issue two days later, I thought oh crap I'm in trouble, nope. The guy said he never had a complaint about this and this was the first time he had heard about this. There was an apology in how i was treated by their customer service of this matter. I had told him you are in the middle of no where, stuck, rain, blowing snow you name it in your best clothes or suit and you are going to fight to get a wing nut out to get your tire changed. I'd be pretty peeved at this, believe it or not the guy agreed with me about this. We had a good discussion about the situation and told that he would look into this matter. This was a brand new truck 2018, 2500, 5.7 crew cab. Don't know if it got fixed this issue at the factory but it sure got someone's attention over this little problem. So my suggestion is if you can't get satisfaction from the dealer or customer service go right to the big guns with all the info and you may get something done. As they say crap rolls down hill not up.LOL
Also found out about a dealer we had been dealing with for years about the finances on our truck. The problems we had and what was happening when we got there. The missus talked to a guy from Corporate offices and found out that he was there to straighten things around as to the troubles that was happening there. We didn't hold any punches back as to what was going on. This dealership was sold to some folks in Ontario, that got to big over their heads, mechanics, sales staff replaced like a revolving door along with administrative.So it was not a warm pleasant fuzzy feeling there. Should we decide to get another vehicle, it sure won't be from that dealership.
 

2003F350

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Csuder99:

I have nothing to hide here!

My vin is: 3C63R3FJ2FG631932
Attached also is my window sticker

Of course I use it was a plow truck, but that doesn’t mean it should overheat.

If you wish to review the repair orders, I can supply those as well, but since Feb 24, with replaced the clutch fan, the thermostat, the radiator, and flushed the system.
Even after all of that, it is still overheating. Their next “official” response was “your plow is too big”, so I asked what size plow is allowed, but they had no answer. (FYI—-I have a Western WideOut on the truck).

Also attached is STELLANTIS response about the vehicle not being build with the correct parts

Also attached is some BS response from customer care, stating I shouldn’t drive over 45mph with a plow.
But that still doesn’t answer why it overheats even doing 25mph
I don't see a response about it being built with incorrect parts, just a response saying 'we're not the right department' and someone pointing out that your owner's manual says to stay below 40 mph with a plow on, which is just them covering their butts.

As for which alternator it was built with, you've got to get ahold of an actual build sheet, not the window sticker - The 6.4 MDS engine put the minimum alternator at 180 amps, and that description is a 'canned' description - it's going to say 180 amps no matter what because that's what the engine requires as a minimum. In other words, you can't 'downgrade' to, say, a 165 amp alternator. The Snow Plow Prep will override that 180 amp alternator and it should get built with a 220 amp alternator. Again, the only way to confirm any of this is to get a build sheet from Ram, then find a part number on your alternator (which is likely long gone since you said it's been replaced already). Regardless they should have pulled your VIN at the dealer, seen it should have had a 220 amp alternator, and installed one.

Who installed the plow? There is a chance they didn't do a good job and you're getting some kind of short, which would explain the charging issues.

If replacing the radiator and a coolant flush doesn't fix your overheating issues, then they needed to dig further. You likely have a blockage somewhere inside the block, which could be built-up casting sand (which a flush probably won't remove), or even something as silly as an incorrect head gasket that is blocking (or partially blocking) a coolant passage.

If you've been having these issues since basically day one, and that dealer couldn't find the issue, I would have started looking for a different dealer YEARS ago. Being in Detroit, there are PLENTY others to head to.

If these are relatively new issues, as in arising in the last year or two, well, it's an 8 year old vehicle that has seen a LOT of salt and resides overtop of an old salt mine. There is a good chance that a lot of the issues are related to corrosion buildup.

I'm not saying Ram doesn't have issues - the 6.4 is notorious for lifter problems, early to mid 2000 vehicles were PLAGUED by electrical issues, and in the 90's they had junk transmissions. But it sounds like either you kept going to the same dealer that doesn't know what they're doing, or you're dealing with an 8 year old vehicle that is starting to show its age.
 

GTyankee

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I am not drinking yet, so my brain may not be calibrated correctly

You have a 2015 Ram 2500 with the big HEMI

Surely when you are traveling, your plow is angled back on the passenger side, i would think that the plow is cutting off the air flow except when the wind is blowing to your Right side.
I would also suggest, that if your truck has active grill shutters, that when the plow is attached, remove a couple of the close out panels.

Your plow may be too Heavy Duty for the Suspension, but that has nothing to do will high temperatures, it is made to pull an RV with out over heating.
If a Ram 1500 has no issues plowing with a Meyers
Ram Lot Pro LD plow is 7'6" long, 28" high
or a
Ram Super-V3 LD plow, that is almost the same size

A 2500 should handle a 7' 6" wide plow that is say 35" in height

.............................................
are you using 4 Low or 4 High

150°F is normal temperature while plowing

you could always rig up truckers mud flap to force air into the radiator

i just spotted this

 
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chopperman1

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Build sheet shows 180a alternator. Windows sticker shows you bought plow package and should have a 220a alternator. You need to visually check the alternator for part number and see what you actually got! If not the 220a, then absolutley you got something that needs to be fixed!

Overheating, maybe it's the shape of the plow, maybe the position, maybe the tilt, who knows. You thinking you should be able to go above 40mph is all fine and dandy, but the owners manual clearly states to keep below 40mph.

Lifetime warranty.... It's refundable, at least a decent size portion.
 

Sidh

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Also, keep in mind, "Made in Amerika" isn't what it used to be! I found out after the fact that my 2004-3500 was made in Mehico...But I'm actually still impresed after 20 years of moderate use.
 
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