Ram customer service sucks

[pgartner]

zRam now thinks that somehow, replacing the radio for the third time is the answer. They originally replaced it at 4600 miles, replaced it again, and now think that may be the solution once again. What is funny is that they also think i should pay to have it diagnosed, as if the same problem from 4600 miller on has no bearing on whether it is a warranty issue or not. They also seem to think they always get another 24-48 hours to speak with people. My truck has been at the dealership since Wednesday at 11 AM, and can't figure out why I am mad that they will call on Monday.

 

[RamCares]

zRam now thinks that somehow, replacing the radio for the third time is the answer. They originally replaced it at 4600 miles, replaced it again, and now think that may be the solution once again. What is funny is that they also think i should pay to have it diagnosed, as if the same problem from 4600 miller on has no bearing on whether it is a warranty issue or not. They also seem to think they always get another 24-48 hours to speak with people. My truck has been at the dealership since Wednesday at 11 AM, and can't figure out why I am mad that they will call on Monday.

I sincerely apologize for the frustration associated with your situation, @pgartner. I was able to locate your open case and I see that you were able to have a call with a supervisor just a bit ago. Please do not hesitate to follow up with us via private message should you have any trouble with communication moving forward.

Mark
RamCares

 

[chrisbh17]

zRam now thinks that somehow, replacing the radio for the third time is the answer. They originally replaced it at 4600 miles, replaced it again, and now think that may be the solution once again. What is funny is that they also think i should pay to have it diagnosed, as if the same problem from 4600 miller on has no bearing on whether it is a warranty issue or not. They also seem to think they always get another 24-48 hours to speak with people. My truck has been at the dealership since Wednesday at 11 AM, and can't figure out why I am mad that they will call on Monday.

New dealer time!

 

[pgartner]

Dealer not the problem, Ram is the problem.

 

[pgartner]

@mark, RamCares. Ram does not care. When I am told my your rep he has till Monday to reply because he can't be bothered dealing with it today, Ram doesn't care. When it has been ongoing issue basically since receiving the vehicle. Ram doesn't care. Why private message, don't went everyone to know how pathetic your customer service is? Why don't you have the head of your customer service call me and i would be perfectly happy to discuss it.

 

[kurek]

@mark, RamCares. Ram does not care. When I am told my your rep he has till Monday to reply because he can't be bothered dealing with it today, Ram doesn't care. When it has been ongoing issue basically since receiving the vehicle. Ram doesn't care. Why private message, don't went everyone to know how pathetic your customer service is? Why don't you have the head of your customer service call me and i would be perfectly happy to discuss it.

Yep. I had this same battle.. spent 3 months trying to play the game their way. Finally got on linkedin and searched for employees of FCA and contacted everyone (and I do mean everyone) until I suddenly and miraculously found myself on the phone with Pam Szuber (assistant to the CEO at the time) who sent me a check with a comma in it. The check barely covered half of my losses, but at least I finally had their attention.

I know it's not playing "fair" to subvert customer service like this but if you're not being heard you need to turn up the volume until somebody listens and I did try it the nice way for a very long time first.

 

[pgartner]

Yep. I had this same battle.. spent 3 months trying to play the game their way. Finally got on linkedin and searched for employees of FCA and contacted everyone (and I do mean everyone) until I suddenly and miraculously found myself on the phone with Pam Szuber (assistant to the CEO at the time) who sent me a check with a comma in it. The check barely covered half of my losses, but at least I finally had their attention.

I know it's not playing "fair" to subvert customer service like this but if you're not being heard you need to turn up the volume until somebody listens and I did try it the nice way for a very long time first.

Looks like that will have to be the path I take, the people you get on the phone simply don't care. Look at here, Mark commented almost immediately and not one reply to what I said in reply to him.

 

[chrisbh17]

@mark, RamCares. Ram does not care. When I am told my your rep he has till Monday to reply because he can't be bothered dealing with it today, Ram doesn't care. When it has been ongoing issue basically since receiving the vehicle. Ram doesn't care. Why private message, don't went everyone to know how pathetic your customer service is? Why don't you have the head of your customer service call me and i would be perfectly happy to discuss it.

Fwiw I've had similar experience. Ramcares (here on the forum) does what they can, but once a case is open its out of the social media reps hands.

In my experience case managers (who take over once the social media folks hook you up) will always default to "I'm not there, I can only agree with the dealer since they are the ones with eyes and hands on".

I've told them that's basically just a gigantic waste of time, but I'm pretty sure it was in one ear and out the other, and they will never change.

Sent from my Pixel 3 XL using Tapatalk

 

[kurek]

Fwiw I've had similar experience. Ramcares (here on the forum) does what they can, but once a case is open its out of the social media reps hands.

Yeah I'm not mad at Ramcares here, in fact I'm not mad at any first tier customer service employee and I told this to the higher up people when I was on the phone with them, this is a management problem. The poor men and women on the phone are stuck between angry customers and some stupid policy against actually helping anyone. I've had customer service people tell me they absolutely cannot escalate and we can logically deduce that is a policy choice not a law of physics. Unfortunately that policy is in conflict with my personal policy of not paying $45000 for stationary driveway ornament so something had to give.

 

[pgartner]

Yeah I'm not mad at Ramcares here, in fact I'm not mad at any first tier customer service employee and I told this to the higher up people when I was on the phone with them, this is a management problem. The poor men and women on the phone are stuck between angry customers and some stupid policy against actually helping anyone. I've had customer service people tell me they absolutely cannot escalate and we can logically deduce that is a policy choice not a law of physics. Unfortunately that policy is in conflict with my personal policy of not paying $45000 for stationary driveway ornament so something had to give.

Last time, i was told, because it is a work truck and I ma not her owner, they couldn't deal with me. This came from a supervisor and ignored that in there past, they did deal with me. SO i got a letter from my company stating they were giving me the authority to deal with the issues and that lady was pissed.

 

[madtrucker2016]

zRam now thinks that somehow, replacing the radio for the third time is the answer. They originally replaced it at 4600 miles, replaced it again, and now think that may be the solution once again. What is funny is that they also think i should pay to have it diagnosed, as if the same problem from 4600 miller on has no bearing on whether it is a warranty issue or not. They also seem to think they always get another 24-48 hours to speak with people. My truck has been at the dealership since Wednesday at 11 AM, and can't figure out why I am mad that they will call on Monday.

I had same problems .The dealer really knows nothing about the Radio all they know is to yank it out and replace it period. So it really is up to Ram ,but they slow roll it all to discourage you and call it quits. 4 radios in my truck they keep putting used radios in the truck and it comes with it,s own problems already. horrible service on radios from Ram customer service.

 

[kurek]

For what it's worth on the radio I bought a 99 Hyundai brand new and the radio died 3 times in the first 2 months - ended up being a problem with the alternator.

 

[pgartner]

I had same problems .The dealer really knows nothing about the Radio all they know is to yank it out and replace it period. So it really is up to Ram ,but they slow roll it all to discourage you and call it quits. 4 radios in my truck they keep putting used radios in the truck and it comes with it,s own problems already. horrible service on radios from Ram customer service.

The first replacement was a refurbished radio. The second one I insisted it must be new. Hasn't solved any problems so my guess would be it is not the radio but something with the computer in the vehicle. This could be why Ram want no part of dealing with ti, that would cost much more than a radio.

 

[chrisbh17]

The first replacement was a refurbished radio. The second one I insisted it must be new. Hasn't solved any problems so my guess would be it is not the radio but something with the computer in the vehicle. This could be why Ram want no part of dealing with ti, that would cost much more than a radio.

What is the exact issue?

There have been some software related issues in the past. Dealers order a replacement radio which comes with the same defective software and, no surprise, the problem still exists. Wash, rinse, repeat. Just ends up frustrating the customer and never fixing the issue.

Sent from my Pixel 3 XL using Tapatalk

 

[pacofortacos]

Radios and their software are made by a 3rd party. Ram's hands are tied a bit when it comes to radios.
Ford had the same issues just a couple of years ago on most of their vehicles.
This is what happens when you change a radio into a fancy communications device.

Radios even back in the 80's and 90's were still handled differently than most other parts by the factory - they were 3rd party even way back then.

 

[bigred90gt]

So, what is the issue you are having? Someone here may be able to offer some help to fix whatever the problem is. There’s a lot of folks here that know a thing or 3.

 

[Firetruck41]

Lemon law time?

 

[RamCares]

@mark, RamCares. Ram does not care. When I am told my your rep he has till Monday to reply because he can't be bothered dealing with it today, Ram doesn't care. When it has been ongoing issue basically since receiving the vehicle. Ram doesn't care. Why private message, don't went everyone to know how pathetic your customer service is? Why don't you have the head of your customer service call me and i would be perfectly happy to discuss it.

While this is certainly not how we expect for anyone to feel, I do appreciate your honesty. We ask that our customers follow up with us via private message in order to protect private personal information that we may need to look into situations such as contact information or VIN. If you are willing to follow up to provide your case number, I would at the least be happy to document your outreach here and request that your case manager follow up with you as soon as possible.

Mark
RamCares

 

[pgartner]

While this is certainly not how we expect for anyone to feel, I do appreciate your honesty. We ask that our customers follow up with us via private message in order to protect private personal information that we may need to look into situations such as contact information or VIN. If you are willing to follow up to provide your case number, I would at the least be happy to document your outreach here and request that your case manager follow up with you as soon as possible.

Mark
RamCares

Read the last line of what you quoted from me, if Ram gives a damn, call me, I know you have my number from all there previous issues with this radio.

 

[88ROOK]

radios should be on the very low list worries with FCA, when we did change over to the cherokee the literally threw away hundreds and hundreds of them from the liberty,dart and compass. right to the dump not to suppliers or dealers for repair issues ...just trash them