RAMCares... Really? Paint and Appearance Package Issues

[Michael Deery]

I love my 2018 RAM 1500! However, I am getting a little frustrated with my local dealer's service department and RAM Corporate. About 6 months ago, the paint on my hood began to "alligator" along the edge. RAM agreed it was defective and repainted the hood (happy they repainted, not thrilled that a few month-old truck needed repainting). They had the truck for over a week at the dealer. As a good will gesture, RAM provided me with a free "Appearance Package", an item which some new owners purchase when they buy a vehicle. It covers paintless dent removal, cigarette burns in upholstery, tears in upholstery, and other similar issues (sounded nice at the time). Recently, the paint began to "alligator" again along another edge of the hood. I made an appointment with dealer for a free oil change (included with purchase of truck) and to address to recalls, repaint the hood again and repair a door ding that I got in a parking lot. The dealer called the night before service and put my appointment off for a week because their body shop was backed-up... no problem. When I took it in for the rescheduled service, the dealer changed oil, made recall repairs, but did not do the hood repaint or fix the ding. The repaint, they said, would have to be rescheduled because the paint shop was again backed-up. Not a huge deal, but I had already been rescheduled for that very reason (paint shop backed-up) in the first place. However, the dealer would not do the ding repair because there is a scratch in the paint where the ding is. I couldn't believe it. The "nature of the car ding" is such that many times a scratch results. What's more, RAM gave me the "appearance package", including ding repair as a goodwill gesture for the defective hood paint (so much for good will). I made it clear that I was not asking for the scratch to be touched up. I messaged RAM corporate and got the "dear idiot" response, suggesting I resolve issue with the dealer, despite the fact that the dealer already advised me that they would not honor the ding repair. I think the refusal is completely ridiculous. By way of comparison, 2015 Mini cooper s got a huge ding that absolutely scratched the paint down to the bare metal. Mini repaired the dent "no problem." No mention of scratches invalidating the dentless paint removal with them. I simply touched up the paint after the ding was fixed by mini. So, the bottom line is I would not recommend the "appearance package" coverage if anyone was planning on purchasing it. And, clearly, I am not too happy with my local service department, RAM Coporate or the fact that I am soon to be on the 3rd paint job on my hood (including the factory paint) for my truck which is less than a year old. Any advice on how I might persuade RAM to honor the dentless paint repair would be appreciated. Thanks

 

[rojo_143]

I had a similar issue with my 18 Ram Sport, mine had defective clear coat issues on the bottom of all 4 doors. Needless to say 4 months (yes my truck was in rams possession for 4 months) and 2 different body shops later I finally received my truck back with what I would consider factory quality paint. FCA provided me with the same response you got. In the end I just severed tie with the dealer that I purchased my truck through and went to a different (slightly further away dealer with a better reputation for customer service). I would try taking your truck to a different dealership if possible. The appearance package according to ram covers all dings and dents that are repairable by means of paintless dent repair as long as the paint is not broken. IMO a scratch does not constitute broken paint unless its down to the metal.

 

[Michael Deery]

Thanks for the advice. I will see if Ramcares steps in and helps.

 

[GMcD]

Common theme on these forums in the 2 months ive owned my truck. Dealerships have major issues and i have to believe it’s because FCA is very lacking in the day to day operations of the dealerships. I fixed my own 3rd brake light leak because I simply do not want to dealer with the dealership. I paid $199 for 6 free oil changes and tire rotations and im just going to change my own oil because i dont trust them.

 

[george_offroad]

For me it's harder to see someone havin' pain hard, then to go through it myself.

Sorry bro…