Is this a case of poor customer service?

[No Tyme]

I want to share my disappointment that has overcome me today. I have been bothered by a buggy radio for months now and I opened a case with the help of the Ram Cares folks here on this forum. I spoke with a representative “Cameron” from UConnect last fall and documented my issues and was told they were working on an over-the-air software update for the 4th quarter. That never came.

I did contact UConnect this year and was told the update was now scheduled in the first quarter of 2021 and I was fine with that since its NOT a major issue. The software update came a few days ago and I scheduled a time for it to download and I received a confirmation message on the screen the next day.

Well unfortunately it did NOT solve the issue the one issue that is a constant so when I called today and spoke with a UConnect representative I was told my case was closed… What? I don’t understand why my case was closed without a solution.

I am beginning to get an opinion of UConnect that they don’t care about their customers and just shuffle things around, or possibly don’t know what the hell they are doing “I am leaning on the latter”.

I was also told today that there may be updates that I have to go to the dealer for, which was NOT told to me at the time I filed my complaint, update that may also cover things like backup camera etc.

I really hate getting the run around and have used social media to my advantage to get companies that make promises to own up to the “********” that they try and wiggle out of their warranty coverage. Hench my post here on this forum.

 

[Michael]

I’ve found ramcares on the forums is a joke that only makes matters worse then calling fca directly. Fca and uconnect don’t care. I had some minor problems with my head unit that is just poor design and implementation. They way I found to fix it was replace it with an aftermarket one.

 

[retired]

have you run your VIN to see if you are up to date on Uconnect? for the record Uconnect is pretty crappy system at least in the vehicles I have had it in ie 4 jeeps and my new pw.

 

[CheechDogg.0n37s]

I’ve found ramcares on the forums is a joke that only makes matters worse then calling fca directly. Fca and uconnect don’t care. I had some minor problems with my head unit that is just poor design and implementation. They way I found to fix it was replace it with an aftermarket one.

Lol ain't that the troof! They said they didn't have any records of me sending them the information they requested here on the forums through a PM ... when I showed them the proof by way of screenshots they had nothing to say .... They ask for all this information only to have them tell you that you have to still have set up an appointment on the mopar website only to have someone delete or deny the appointment lol .... complete bs and a joke both ramcares and the dealerships customer service is just poor and definitely the worst

 

[Fast69Mopar]

I want to share my disappointment that has overcome me today. I have been bothered by a buggy radio for months now and I opened a case with the help of the Ram Cares folks here on this forum. I spoke with a representative “Cameron” from UConnect last fall and documented my issues and was told they were working on an over-the-air software update for the 4th quarter. That never came.

I did contact UConnect this year and was told the update was now scheduled in the first quarter of 2021 and I was fine with that since its NOT a major issue. The software update came a few days ago and I scheduled a time for it to download and I received a confirmation message on the screen the next day.

Well unfortunately it did NOT solve the issue the one issue that is a constant so when I called today and spoke with a UConnect representative I was told my case was closed… What? I don’t understand why my case was closed without a solution.

I am beginning to get an opinion of UConnect that they don’t care about their customers and just shuffle things around, or possibly don’t know what the hell they are doing “I am leaning on the latter”.

I was also told today that there may be updates that I have to go to the dealer for, which was NOT told to me at the time I filed my complaint, update that may also cover things like backup camera etc.

I really hate getting the run around and have used social media to my advantage to get companies that make promises to own up to the “********” that they try and wiggle out of their warranty coverage. Hench my post here on this forum.

Have you looked at the UConnect website to see if there are updates available by inputting the VIN for your truck? That would be my next step.

What are the concerns you have with the radio, screen, backup camera, etc?

Also, I am a dealership tech. If you want to send me your VIN in a PM I will look and see if there is a flash update available for your radio. I don't mind helping out at all.

 

[Tach_tech]

What are your actual concerns?

Vast majority of the time if it’s still under warranty they will just say “wait for an update”. Unless the radio has a hard failure like shuts off, screen blank, no audio etc. they won’t issue a replacement.

 

[Michael]

What are your actual concerns?

Vast majority of the time if it’s still under warranty they will just say “wait for an update”. Unless the radio has a hard failure like shuts off, screen blank, no audio etc. they won’t issue a replacement.

I got mine replaced because it was easier than dealing with me all the time.

 

[No Tyme]

have you run your VIN to see if you are up to date on Uconnect? for the record Uconnect is pretty crappy system at least in the vehicles I have had it in ie 4 jeeps and my new pw.

The UConnect person I spoke with said I was up to date but I will double check on Mopar Services web site.

 

[No Tyme]

What are your actual concerns?

Vast majority of the time if it’s still under warranty they will just say “wait for an update”. Unless the radio has a hard failure like shuts off, screen blank, no audio etc. they won’t issue a replacement.

Ya, my concern isn't a major concern but more of a PITA type of bug... my radio will blast for 4 or 5 seconds every 5 minutes and at the same time the dash with show 3 dash's across the screen. This happens NOT while the engine is running but while I am listening to the radio while cleaning or unloading things... I am currently moving stuff to storage and putting my house on the market.
My main concern is that I may damage a speaker as it cranks up the volume pretty high.
I have the radio set to full AVC and this seems to be the setting that creates the problem. I do crank up the volume close to half way when driving and enjoy the decrease in volume when slowing for a stop. I just have to keep turning off AVC when I listen, which is a PITA to do all the time.
I had a few other strange things happen with the radio and the truck, most recently unlocking the truck and getting inside and it was dead, no response from anything electrical, no start no dash lights etc. Only after I used the key fob to lock and unlock the truck a few times did that solve the issue, but I don't think the radio issue and that were related.
What really pi$$ed me off was when I was told my case was closed. Closed? Without a resolution!!!

 

[GTyankee]

Many owners don't understand that there are 2 kinds of Uconnect

There is the basic Uconnect
& then the fee based Uconnect, it goes by different names
Uconnect 2, Uconnect Advantage, & more recently Sirius Guardian

When the radio, which has since 2013 has been called an Infotainment System, because it has its own computer inside the housing.
That computer is a crucial part that runs more functions than you would believe.

It is the Infotainment System Computer that has been messed up since they started using it
When it downloads an update from the satellite, you have to follow the instructions to a T, or it screws up
If the computer loses the satellite signal for a second it screws up
If the computer has a quitch, it screws up.

I think the cure is to go back to updates on a CD or USB Stick

 

[RamCares]

I want to share my disappointment that has overcome me today. I have been bothered by a buggy radio for months now and I opened a case with the help of the Ram Cares folks here on this forum. I spoke with a representative “Cameron” from UConnect last fall and documented my issues and was told they were working on an over-the-air software update for the 4th quarter. That never came.

I did contact UConnect this year and was told the update was now scheduled in the first quarter of 2021 and I was fine with that since its NOT a major issue. The software update came a few days ago and I scheduled a time for it to download and I received a confirmation message on the screen the next day.

Well unfortunately it did NOT solve the issue the one issue that is a constant so when I called today and spoke with a UConnect representative I was told my case was closed… What? I don’t understand why my case was closed without a solution.

I am beginning to get an opinion of UConnect that they don’t care about their customers and just shuffle things around, or possibly don’t know what the hell they are doing “I am leaning on the latter”.

I was also told today that there may be updates that I have to go to the dealer for, which was NOT told to me at the time I filed my complaint, update that may also cover things like backup camera etc.

I really hate getting the run around and have used social media to my advantage to get companies that make promises to own up to the “********” that they try and wiggle out of their warranty coverage. Hench my post here on this forum.

Hi @No Tyme --

We hear you and are very sorry to hear about the experience you had with your previous case specialists. If you'd like any additional support while working with your dealer to get this resolved, please do not hesitate to send our team a private message! We'd be happy to see where we can be of assistance.


Courtney
Ram Cares

 

[No Tyme]

Hi @No Tyme --

We hear you and are very sorry to hear about the experience you had with your previous case specialists. If you'd like any additional support while working with your dealer to get this resolved, please do not hesitate to send our team a private message! We'd be happy to see where we can be of assistance.


Courtney
Ram Cares

I thank you for the reply Courtney, but it is UConnect that has dropped the ball. I can't understand why they would close a case until it is resolved, and the update that was delayed in the 4th quarter, and came out in the first quarter of 21 did NOT resolve the issue.

 

[turkeybird56]

Many owners don't understand that there are 2 kinds of Uconnect

There is the basic Uconnect
& then the fee based Uconnect, it goes by different names
Uconnect 2, Uconnect Advantage, & more recently Sirius Guardian

When the radio, which has since 2013 has been called an Infotainment System, because it has its own computer inside the housing.
That computer is a crucial part that runs more functions than you would believe.

It is the Infotainment System Computer that has been messed up since they started using it
When it downloads an update from the satellite, you have to follow the instructions to a T, or it screws up
If the computer loses the satellite signal for a second it screws up
If the computer has a quitch, it screws up.

I think the cure is to go back to updates on a CD or USB Stick

WHY on MY 19 I am happy I have Basic Uconnect, no updates, no over the air BS. The only way to update is dealer. If it ain't broke, leave it alone. SO I do not mess nor allow dealer to mess with it. BUT is helps I got a pretty decent dealership, not home town, but 45 miles away.

 

[GTyankee]

believe it or not, even if you have basic Uconnect
They still send you updates by satellite

I have not received any recently, i did see a message flash across my screen, but apparently whatever they were going to download, didn't apply to my 2016 Ram 1500 Ecodiesel w/ RA4 infotainment system

 

[No Tyme]

WHY on MY 19 I am happy I have Basic Uconnect, no updates, no over the air BS. The only way to update is dealer. If it ain't broke, leave it alone. SO I do not mess nor allow dealer to mess with it. BUT is helps I got a pretty decent dealership, not home town, but 45 miles away.

I informed UConnect with the help of Ram Cares last year of a software glitz and they (UConnect) closed the case without resolution.
To me it looks like they can show more resolutions by closing cases as some may not bother trying to reopen. Regardless there was an over the air update recently and it DID NOT resolve my issue.

 

[turkeybird56]

When I had MY 15 ED with U connect, I DID all my Updates through web site and USB stick, BUT U got to follow to the letter. I have found "Uconnect" ppl like that $$$$, not so much on customer service/satisfaction, all IMHO.....


BOIRD so very happy he has Basic Uconnect to run, no NAV< 911 or other stuff. Use Basic and I phone, works fine, but everybody R different.

 

[turkeybird56]

believe it or not, even if you have basic Uconnect
They still send you updates by satellite

I have not received any recently, i did see a message flash across my screen, but apparently whatever they were going to download, didn't apply to my 2016 Ram 1500 Ecodiesel w/ RA4 infotainment system

Not according to Uconnect (as far as I know), as I know there is a TSB for an UPDATE and I told my SA at Dealership, Don't even think of it. I do not want to have to deal with a Bricked Radio... But then I just got Basic U Connect 4 radio, No NAV/911 or ne of dat BS I do not need... I Phone and Apple Car Play works real well, all IMHO...

 

[Dodge 1500 4X4]

Yes I also don't have the NAV or that 911 stuff and are glad I don't, Over the satellite updates are never good, My wife has a Ferd with NAV and its been a nightmare with those updates every time they come I shutter, and you cant stop them!!!

 

[turkeybird56]

My dealership sent me the ole: Hey, Come and Buy a New Truck, we give U Top Dollar, roflmao, to get what I want would be a Built Laramie or Limited, guess BOIRD stay with his lowly Bighorn.

 

[huntergreen]

My dealership sent me the ole: Hey, Come and Buy a New Truck, we give U Top Dollar, roflmao, to get what I want would be a Built Laramie or Limited, guess BOIRD stay with his lowly Bighorn.

My lowly big horn is just fine for me as well. It's optioned quite well, including Nav. Had to do one update, picked a time at night and the next day all was fine.