Z46 Recall Issues - Dang It!

Spoiler: What is happening at RAM? This is my 3rd Ram truck and this experience is not what I have come to expect. The recall seems clear, the truck was towed in not operational after stalling in traffic and unable to restart. My personal mechanic says codes reflect a pump failure AND there is a protocol in the recall to address this. The request for a customer to cover 5 hours of diagnostics that are part of the protocol is unacceptable.

Vehicle in Question is a 2018 Ram Eco Diesel with 84K, that had a appointment coming up for the Z46 HPFP recall. It didn't make it.

Truck Stall While Driving
* Two days before the recall appointment I am driving in traffic when it went from fine to the engine quitting in about 2 seconds. Not even able to get out of traffic and truck will not restart.
* Truck is towed to my mechanic who checks the codes and says its your pump you can see the failure in the codes take it to the dealer its theirs.

Towed to the Dealer
* Truck is towed to the dealer and we have a discussion about the upcoming appointment, the truck being towed in and what happened. Get a follow-up call the next day asking again what happened because the technician wanted to know. I again describe the stall and suggest they check the codes.
* The dealer replaces the pump the following day (kudos for that); however, the truck still will not start.

Dealer Wants Me To Authorize 5 Hours of Diagnostic Time - Yes, with payment information
* I decline to authorize the diagnostic after actually reading the recall in depth and feel the circumstances require additional effort by the dealer under the recall.
* Dealer refuses and suggest I call Ram Customer Care

Ram Customer Care - Oh boy, my first experience with them and it was not great.
* First contact was good and is escalated to a case agent.
* Case agent has one conversation that went well, she indicates just call if you have any questions.
* A few question arise involving estimated time to assess, rental car availability, etc. these all end up going to the agents voice mail.
* Over nearly two weeks I receive several messages asking for me to call, none of these were ever answered returned.
* After having to rent a vehicle for a pre planned family trip I finally get a call indicating the Ram Customer Care will not authorize a rental and believe that I need to authorize the diagnostics - this while seemingly being surprised when informed again that the vehicle was towed in.

The Recall Itself - NHTSA Reference: Z46 / NHTSA 22V-406
* SYMPTOM DESCRIPTION
The High-Pressure Fuel Pump (HPFP) on about 138,640 of the above vehicles may fail prematurely. A HPFP failure may introduce internally failed component debris into the fuel system potentially causing fuel starvation. Vehicle occupants may notice a Malfunction Indicator Lamp illuminating, a fuel leak, abnormal engine noise, or a change in drive quality. Fuel starvation may result in an unexpected loss of motive power, which can cause vehicle crash without prior warning.

* "REPAIR TO BE PERFORMED
Vehicles delivered to the dealer in good running condition should complete HPFP replacement only. See Service Procedure A (non-contaminated system).

If the vehicle is brought to the dealer not running, the technician will follow the current diagnostic procedure to determine if there was an HPFP failure. If HPFP failure was determined, replacement of both the HPFP and fuel pump module is required, including fuel system cleaning. See Service Procedure B (contaminated system)."
* The dealer has only performed Service Procedure A, while the recall clearly calls for Service Procedure B.
* The dealer also has declined to provide clarification on the condition of the removed pump, was it working or not? All I get is that it was replaced.
* Additionally, the 06/16/2022 Advance Notice of Recall contains the following language:

NHTSA Letter of 06/06/22 - NEF-107DM/22V-406
* This document contains the following Statements:
"This letter serves to acknowledge Chrysler (FCA US, LLC)'s notification to the National Highway Traffic Safety Administration
(NHTSA) of a safety recall which will be conducted pursuant to Federal law for the product(s) listed below."
. . .
Remedy:
Dealers will replace the HPFP, and inspect and replace, if necessary, additional fuel system components, free of charge. Owner
notification letters are expected to be mailed July 29, 2022. Owners may contact FCA US, LLC customer service at 1-800-853-1403.

What is happening at RAM? This is my 3rd Ram truck and this experience is not what I have come to expect. The recall seems clear, the truck was towed in not operational after stalling in traffic and unable to restart. My personal mechanic says codes reflect a pump failure AND there is a protocol in the recall to address this. The request for a customer to cover diagnostics that are part of the protocol is unacceptable.

I am open to ideas, corrections, thoughts, etc.

Report them to the FL consumer protection board or the FLDOJ with the Recall Notice in it's entirety that shows the additional work (7. something hours and loaner vehicle.) and parts list. And maybe a local TV station....

So...you joined this forum to make your first post about an 8 year old truck with a 4 year old recall, that you never got taken care of? If your inaction led to more/lengthy repairs, you should be charged for it...just my opinion of course.

From the recall notice: If the vehicle is brought to the dealer not running, the technician will follow the current diagnostic procedure to determine if there was an HPFP failure. That sounds like you have to pay, until they know what is the cause. Also, when they replaced the pump, did they clean the fuel system?

04fxdwgi said:

Report them to the FL consumer protection board or the FLDOJ with the Recall Notice in it's entirety that shows the additional work (7. something hours and loaner vehicle.) and parts list. And maybe a local TV station....

Click to expand...

04fxdwgi said:

Report them to the FL consumer protection board or the FLDOJ with the Recall Notice in it's entirety that shows the additional work (7. something hours and loaner vehicle.) and parts list. And maybe a local TV station....

Click to expand...

Thank you for the response, there are some options there for sure. Had a call with the Service Manager today, we will see.

GeauxinUp said:

So...you joined this forum to make your first post about an 8 year old truck with a 4 year old recall, that you never got taken care of? If your inaction led to more/lengthy repairs, you should be charged for it...just my opinion of course.

Click to expand...

Appreciate your opinion; however, I just bought it last December and scheduled the recall within 30 days of notice to new owner. I try to post fact and direct observations. Either way the recall is open and is not contingent upon timing.

Indynick said:

From the recall notice: If the vehicle is brought to the dealer not running, the technician will follow the current diagnostic procedure to determine if there was an HPFP failure. That sounds like you have to pay, until they know what is the cause. Also, when they replaced the pump, did they clean the fuel system?

Click to expand...

Thanks for chiming in. That is partially true, which is why I have been asking for an answer about whether the HPFP had failed. I hope to have clarity on that soon - more than 2 weeks in. Also the NHTSA letter, which establishes what Ram agreed to do, states that "Dealers will replace the HPFP, and inspect and replace, if necessary, additional fuel system components, free of charge." A fair reading of "inspect and replace" along with "free of charge" may indicate otherwise. I contend that common sense means they need to do sufficient work to make those determinations. I have not yet been advised of that but I have been asked to pay for more diagnostics.