RAM Customer Care Escalation

[Xynophire]

Super frustrated first time RAM owner here. Has anyone had any luck escalating a @RamCares case?

I’ve wanted a RAM for a while and I finally took the leap and bought a 2025 1500 a few weeks back after searching for a bit to find the one I wanted. The dealership was absolutely great to work with, couldn’t be happier with the sales experience.

I was so excited about the truck, but then the truck threw a CEL within 30 minutes of leaving the dealership and my heart sank. It had 70 miles on it when the light came on. I pulled over on the side of the interstate to try to evaluate what might be happening, it was nearly 9pm by this time and the dealership was closed, the truck didn’t have any visible issues so I came on home and decided to take it in the following day. Right as I was arriving home, the truck dash said power saving mode so I parked it until I could reach out to the local dealer since the selling dealer was a few hours away.

Ultimately the local / servicing dealer was amazing to work with as well. They diagnosed it as a blown high current fuse array though they aren’t sure what caused it to blow so soon other than a manufacturing defect. The part was on back order and they didn’t know when it would be in to fix, and they advised against driving it so I left it at the dealership. They ended up finding the part at another dealership and I finally got it back day before yesterday.

What I’m frustrated with is RAM customer care. The local dealer didn’t have a loaner for me so they advised me to open a case with RAM for a rental. From the start RAM customer care seemed completely disinterested in helping at all. I was told it would be a few days before a case manager could get back to me to see about potentially approving a rental for up to 5 days or I was told I could rent out of pocket and they might reimburse but no guarantee. I was a little flabbergasted with this approach but overall figured it would work out so no biggie. What ended up pushing me to the point of considering this to be my first and last RAM purchase was the actual customer care agent.

I played phone tag with him for a few days, he would call while I was working and when I would step out to call him back it went to voicemail immediately every time. When I finally spoke to him, his attitude came across as if it was an inconvenience to him that I’d even be bothering him. He showed no sincerity at all in remotely caring about my experience as a customer.

I finally became so frustrated that I asked for the case to be escalated, and he responded by closing the case… I had his email as well because I had sent him some documents he requested from the purchase, so I emailed and again requested the contact information to have the case escalated and he replied with a “as per our phone conversation the case will be closed.” The selling dealer has even tried to assist me with it and the agent has ghosted. I called for another agent and ended up transferred back to the original agents voicemail.

I’m at a loss for words and just really trying to find someone at RAM who will listen. I’m so disappointed.

 

[star_deceiver]

At the back of the owners manual there’s phone numbers, emails and directions of how to escalate things.

 

[GTyankee]

LOL
some owners have not even opened their glove compartments
When they do they see the clear plastic bag with the black plastic thing, they ask about it.

The Owners manual remains unopened

 

[Xynophire]

At the back of the owners manual there’s phone numbers, emails and directions of how to escalate things.

The owners manual has the customer service number I’ve called and mailing address on page 355 but I must be overlooking the emails and escalation details.

Looks like quality issues are common on the new RAM and poor customer service from Stellantis is the rule and not the exception. Shame on me for not doing better research before buying.

 

[Karpik]

You are 100% correct, I'm going thru the same process.
Can't get a hold on the case manager (go directly to the voicemail).
It's my first RAM - I came from Hyundai with 0 issues in 4 years and 60K miles. to nothing but issues with 1000 miles.
Customer service couldn't care less.. It feels like I need to apologize for bothering them.
My truck is almost two weeks at the dealership, my hope that it will stay at the dealership for 30 days and they will buy it back.
Shame on me for not doing my research before buying. The Chinese cars quality seems to be much higher than RAM, they should be a shame.

 

[Jrod]

I'm on my sixth RAM. Fortunately I have never ran across this issue. Although, I have had great success utilizing the BBB (Better Business Bureau) regarding other companies. I have submitted five different complaints over the last decade. I have had positive results with all of them. The key is to be short, clear, and detailed. Dates and names will also help when you submit the complaint. The company then gets contacted by the BBB. They have a few days to respond. The company will do what they can to resolve the issue as quickly as possible to maintain their rating with the BBB.

 

[bgenlvtex]

I can see you're frustrated and justifiably so, but if the truck is repaired and back in your possession it is unclear what you want them to do at this point.

Did you rent a car and are looking for reimbursement?

I have a Wagoneer as well as a Ram. The Wagoneer sales program has a laundry list of **** the dealer is supposed to do any time they work on it (loaners, wash it, detail interior, fill it up with fuel, etc all billable to FCA). The dealership doesn't do any of that, and they're not going to despite getting paid for it.

Ram Cares, Jeep Cares, whatever are completely useless to the consumer. Their sole purpose is to tamp down angry posts (like yours) on social media. That is why they want you to DM for assistance to get it out of the public eye.

 

[scotchwater]

FCA Customer Assistance has been unresponsive to me for 4 months now. I've had multiple Case Managers, spoke to three different Supervisors, and one upper management that said what happened to me should never have happened. I last heard from him a month ago after promising me it would be one or two days at the most until he had my truck in the shop getting fixed. Escalation? My case has been escalated a couple of time, it's no different.

My HPFP was replaced along with a PCM flash, and my trip mileage went down 10 mpg. I supplied screen shots of the monitor on the same trip that was over 500 miles, and my mpg dropped from almost 29 mpg to 18.8 mpg. I have a 2021 Ram Limited 4 x 4 and for three years my mileage was consistently the same both in town and on the highway. Now both are crap. Oh yeah, my dealer filed a Star Case, and a case manager later cancelled it. Even more unbelievable, I got the latest email two days ago from my new case agent saying their Star Team cancelled me again because I have oversized tires and wheels. Funny thing is, my Dealer installed them prior to my purchase and also sold me an eight year warranty. Nothing was said for four months, except we're are so sorry and will make this right. Now, it's sorry, we can't help you. If my mileage was fantastic for 3 years with the Dealer installed tires, why did it suddenly go to crap after the HPFP and PCM flash???

Good luck with your case!!!

 

[chri5k]

FCA Customer Assistance has been unresponsive to me for 4 months now. I've had multiple Case Managers, spoke to three different Supervisors, and one upper management that said what happened to me should never have happened. I last heard from him a month ago after promising me it would be one or two days at the most until he had my truck in the shop getting fixed. Escalation? My case has been escalated a couple of time, it's no different.

My HPFP was replaced along with a PCM flash, and my trip mileage went down 10 mpg. I supplied screen shots of the monitor on the same trip that was over 500 miles, and my mpg dropped from almost 29 mpg to 18.8 mpg. I have a 2021 Ram Limited 4 x 4 and for three years my mileage was consistently the same both in town and on the highway. Now both are crap. Oh yeah, my dealer filed a Star Case, and a case manager later cancelled it. Even more unbelievable, I got the latest email two days ago from my new case agent saying their Star Team cancelled me again because I have oversized tires and wheels. Funny thing is, my Dealer installed them prior to my purchase and also sold me an eight year warranty. Nothing was said for four months, except we're are so sorry and will make this right. Now, it's sorry, we can't help you. If my mileage was fantastic for 3 years with the Dealer installed tires, why did it suddenly go to crap after the HPFP and PCM flash???

Good luck with your case!!!

Dealerships are individually owned independent businesses. If they make a modification to vehicle with non-OEM parts and / or using non-manufacturer directed procedures, the manufacturer is not liable to correct any issues. Issues resulting from the dealer making these types of modifications is solely the dealers responsibility. Stellantis Star case engineers can't support non-factory authorized vehicle configurations. There could literally be thousands of variants across the millions of vehicles Stellantis sells. Put OEM wheels and tires back on the vehicle and see if your mileage improves. If not, then open a case with the vehicle in a factory approved configuration.

 

[TRK_GANG74]

You are 100% correct, I'm going thru the same process.
Can't get a hold on the case manager (go directly to the voicemail).
It's my first RAM - I came from Hyundai with 0 issues in 4 years and 60K miles. to nothing but issues with 1000 miles.
Customer service couldn't care less.. It feels like I need to apologize for bothering them.
My truck is almost two weeks at the dealership, my hope that it will stay at the dealership for 30 days and they will buy it back.
Shame on me for not doing my research before buying. The Chinese cars quality seems to be much higher than RAM, they should be a shame.

Chinese vehicles are straight junk! People have found cardboard in their hoods, self driving is a complete and utter fraud, airbags don’t deploy on crashes, and numerous other issues.

 

[scotchwater]

Dealerships are individually owned independent businesses. If they make a modification to vehicle with non-OEM parts and / or using non-manufacturer directed procedures, the manufacturer is not liable to correct any issues. Issues resulting from the dealer making these types of modifications is solely the dealers responsibility. Stellantis Star case engineers can't support non-factory authorized vehicle configurations. There could literally be thousands of variants across the millions of vehicles Stellantis sells. Put OEM wheels and tires back on the vehicle and see if your mileage improves. If not, then open a case with the vehicle in a factory approved configuration.

Boy, do I hear what you're saying. However, 3 years is a very long time to repeatedly get 29 mpg on the highway and the day after I get it serviced it changes. Coincident? I think not! Do you really think putting smaller tires on would bring back 10 mpg? Plus, I am definitely not an attorney, but I've been told that the Magnuson–Moss Warranty Act also applies to FCA and not just the dealer. No matter how you slice it, Ram has let me down huge!!!

"Stellantis Star case engineers can't support non-factory authorized vehicle configurations." Have you spoken to Stellantis Star engineers about my vehicle?? Because I only put a "thumbnail" of what's going on to save about 10 pages of what's happened and not bore the forum members. I get that you're a Supporting Member with a ton of posts, but to make a statement like that before asking additional questions just seems like you have the same attitude as FCA. To be clear, in the first three months their engineers were fully aware of the oversized tires and had no issues with resolving my problem.

I'm new to posting, however, I've spent hours on this forum seeing multiple people with the same bad luck and lack of support from FCA, including Xynophire and Karpick on this particular thread.........

 

[star_deceiver]

3 years is a very long time to repeatedly get 29 mpg on the highway and the day after I get it serviced it changes. Coincident? I think not! .

I believe there was an update released for the ecodiesel a year or two ago to change and improve emissions. I’d hazard a guess that their update injects a lot more diesel into the exhaust to burn things up. Might be time for some parts to fall off.

 

[chri5k]

Boy, do I hear what you're saying. However, 3 years is a very long time to repeatedly get 29 mpg on the highway and the day after I get it serviced it changes. Coincident? I think not! Do you really think putting smaller tires on would bring back 10 mpg? Plus, I am definitely not an attorney, but I've been told that the Magnuson–Moss Warranty Act also applies to FCA and not just the dealer. No matter how you slice it, Ram has let me down huge!!!

"Stellantis Star case engineers can't support non-factory authorized vehicle configurations." Have you spoken to Stellantis Star engineers about my vehicle?? Because I only put a "thumbnail" of what's going on to save about 10 pages of what's happened and not bore the forum members. I get that you're a Supporting Member with a ton of posts, but to make a statement like that before asking additional questions just seems like you have the same attitude as FCA. To be clear, in the first three months their engineers were fully aware of the oversized tires and had no issues with resolving my problem.

I'm new to posting, however, I've spent hours on this forum seeing multiple people with the same bad luck and lack of support from FCA, including Xynophire and Karpick on this particular thread.........

Interesting the Magnuson–Moss Warranty Act is mentioned. First off, fuel mileage is not a warrantable item. Secondly, a manufacturer may not be liable for repairs under the act if the vehicle has been modified. The modification must be reasonably connected to the failure. For example, customer makes a claim the transmission is faulty. When manufacturer examines the vehicle they find it has an aftermarket tune and the emissions have been deleted. It is reasonable to connect the modifications to the failure and deny the warranty claim. It would not be reasonable to deny the claim if the only modification the owner made was to put a suction cup phone holder on the windshield.

The assertion that the replacement of the HPFP and the required programming update is somehow causing 1/3 of the fuel going into the engine to not be properly converted into energy does not make sense. That much excess fuel going into an engine would most likely manifest itself in problems such as increasing oil levels as raw fuel could leak past the rings, DPF temperatures could climb very high much like when a regen occurs, abnormally high amounts partially burned fuel would also clog the DPF causing very frequent regens / CEL's or the SCR being flooded with that much unburned / partially burned fuel would be severely impaired and NOx emissions would climb possibly triggering a CEL. That much excess fuel has to go somewhere, it just doesn't disappear.

No I have not spoken to a Star Case engineer about your vehicle. However, in a previous life I was a dealership mechanic and met several Ford regional engineers. When they approach a case they review the customer complaint and any and all facts about the vehicle and the complaint. Absent any evidence to support what is happening to 1/3 of the fuel going into the engine, the engineer has no choice but to close the case. He or she can not go to their manager to request a trip to the dealer to see the vehicle and the case must have some disposition within certain timeframe. They can't just be left open.

It is not up to me to ask you for more information to bolster your assertion. That job would seem to rest with you if you want to get whatever it is you are seeking from the forum members. The fact that I support the forum financially and make frequent posts really has no bearing on me putting my opinion out there. I am just some random guy on the Internet. However, you put this assertion out there so you should not be butt hurt when someone challenges it and the rationale behind it.

 

[GTyankee]

Someone mentioned an

8 Year Warranty !

Better check that Warranty
I am guessing, BUT that sounds like a 3rd Party Warranty, that your dealership sells

NOT a MOPAR Extended Warranty

Mopar extended warranties are honored at any Chrysler, Dodge, Jeep, Ram, FIAT, or Alfa Romeo dealership in the United States, Canada, Mexico, Guam, and Puerto Rico. In some cases, service may also be authorized at independent repair facilities upon approval

 

[scotchwater]

Someone mentioned an

8 Year Warranty !

Better check that Warranty
I am guessing, BUT that sounds like a 3rd Party Warranty, that your dealership sells

NOT a MOPAR Extended Warranty

Mopar extended warranties are honored at any Chrysler, Dodge, Jeep, Ram, FIAT, or Alfa Romeo dealership in the United States, Canada, Mexico, Guam, and Puerto Rico. In some cases, service may also be authorized at independent repair facilities upon approval

Without checking, I'm guessing you're 100% right. I've had friends with the same warranty and it has been bulletproof. There is a $100 deductible and covers like the original warranty.

 

[GTyankee]

The Ram Customer Care Service that we have on these Forums, is a Complimentary Service.

The Real Ram Customer Care Service

WHAT IS THE RAM CARE PROGRAM?​

As of June 7, 2024 the Ram Care program, previously applicable to select new Ram vehicle sales in Texas, is discontinued.

Ram Care is an exclusive membership program filled with exciting benefits and perks created to bring our owners the utmost in care and support.

Ram Care - Complimentary service and support for Ram Truck Owners

Ram Care is a free warranty and service program for select Ram truck owner in the state of Texas.

ramcare.ramtrucks.com

------------------------

Ram Care - Ram Care Program FAQs

The Ram Care Program (the “Plan”) is a membership and service program offered by FCA US LLC on certain Ram truck models in Texas. For more information, review the program Frequency Asked Questions.

ramcare.ramtrucks.com

 

[Xynophire]

Just an update on my original post, I did finally get a call from someone at Stellantis HQ who helped resolve my case. Ultimately they reimbursed the rental expenses as requested and then also added the Mopar 8yr/125k warranty to the truck at no cost. Just hit 1k miles and no additional issues so far. Overall I love the truck even with the initial hiccups.

 

[GTyankee]

Thank you for keeping us informed of your Results, good or
otherwise