U-Connect 3

[pgartner]

Found out today Ram basically doesn't want to provide support when their radio doesn't work correctly. Tech advisor was at dealership to check on radio and this is what he said to dealer service department, "tech advisor did note that issues with u-connect are common, includes dropped calls and radio freezing." Apparently, to Ram, this sis how the radio should work. Their suggestions included waiting for the new software update, which they have no idea when it will come out or if it will actually help, and this, from the service manager, maybe i should consider getting an after market radio since i will probably never be happy with this one. Think about that, they sell a brand new truck with a radio they know has major problems and then won't provide much support. Think about it, their solution to a warranty issue is to make the customer wait for an update that they have no idea when it will come out. Basically, the radio may never work correctly but that isn't their problem.

 

[Djeazie]

Sounds like more of a ****** dealership to me.

Sent from my SM-N960U using Tapatalk

 

[RamCares]

Found out today Ram basically doesn't want to provide support when their radio doesn't work correctly. Tech advisor was at dealership to check on radio and this is what he said to dealer service department, "tech advisor did note that issues with u-connect are common, includes dropped calls and radio freezing." Apparently, to Ram, this sis how the radio should work. Their suggestions included waiting for the new software update, which they have no idea when it will come out or if it will actually help, and this, from the service manager, maybe i should consider getting an after market radio since i will probably never be happy with this one. Think about that, they sell a brand new truck with a radio they know has major problems and then won't provide much support. Think about it, their solution to a warranty issue is to make the customer wait for an update that they have no idea when it will come out. Basically, the radio may never work correctly but that isn't their problem.

Hi pgartner,
We regret to hear about your experience. Has a case been opened on the Customer Care side to add assistance while working with your dealer? If not, please send our team a private message!
Alex
Ram Social Care Specialist

 

[jimbo75]

I have the same issue on my 2019 1500. Dealer says FCA should have a software update sometime around December!! Also, the info screen in the middle of the instrument cluster sometimes greys out, usually comes back the next day. Another promise of a software update at some unspecified future date.

 

[Fireman48]

software update is due out 3rd quarter which is July to Sept sometime. I have the letter from FCA to the dealership stating so.

 

[pgartner]

Not the dealership, Ram customer service is involved and they do absolutely nothing, other than to say wait for the software update. By the time the update comes out, the truck will be close to a year old. Brand new truck and I am supposed to wait almost a year to have a radio work properly? I have asked about getting a different model radio and I get a run around about it not being possible, as if this is the only model radio that will work (not work?) in the truck. I can go and order a new truck, exactly the same, with a different sound system in it and Ram could supply it, yet, they claim the radio model can't change. Dealership service manager thinks the only viable solution for me would be an aftermarket radio because this one won't ever work correctly.

 

[pgartner]

As for the update date, I was originally told 3rd quarter, now they are saying 4th quarter, hopefully by December. I will not be shocked when it gets pushed into the next year.

 

[anotherone]

both yamaha and honda going through the same issues with their systems. Guess who the supplier is. Yuppers harman kardon !!!!!!!!!

 

[pgartner]

Ram’s latest suggestion, I should buy a Bluetooth kit to use while they attempt to figure out the software issues. Not them supplying one since it is their radio that doesn’t work, but me spending the money. Of course, this does nothing about driving around with no use of the radio when it is frozen. I had this issue with a Nissan and they can never catch up with their software, leaving them at least 4-6 updates behind the phones. Difference was, Nissan admitted the problem and did the work to get a better model radio in vehicle. Haven’t had an issue with that car since. Now, which company is providing real customer service and which only cares about themselves?

 

[pgartner]

software update is due out 3rd quarter which is July to Sept sometime. I have the letter from FCA to the dealership stating so.

 

[pgartner]

Fireman48, can you post a copy of the letter about update?

 

[pgartner]

Here is the latest in my dealings with ram customer service. Last Wednesday, I spoke with a CS Supervisor named Jim. Jim promised to get back to me on Thursday. Having not heard anything from Jim as of Monday, I sent an email detailing the lack of call back. Jim then called me, I was unavailable, so he left a voicemail stating he will call me back on Tuesday. AS of today, Thursday, no call from Jim. During this time, I have spoken with a few cCS reps and informed all I would like to speak with Jim's superior since Jim won't call back. Yesterday, I even responded to an email with the best times to call me, which didn't help. Today, after calling in again, Kyler, the rep, told me that he sees no notes from any reps detailing that I wanted to speak with Jim's superior. Kyler stated he would forward it along. I can't believe Ram finds it acceptable for supervisors (or anyone for that matter) to not return class and/or lie about calling people back. Pathetic is aboutrt he only way to describe ram's customer service.

 

[JoeCo]

Ram’s latest suggestion, I should buy a Bluetooth kit to use while they attempt to figure out the software issues. Not them supplying one since it is their radio that doesn’t work, but me spending the money. Of course, this does nothing about driving around with no use of the radio when it is frozen. I had this issue with a Nissan and they can never catch up with their software, leaving them at least 4-6 updates behind the phones. Difference was, Nissan admitted the problem and did the work to get a better model radio in vehicle. Haven’t had an issue with that car since. Now, which company is providing real customer service and which only cares about themselves?

Yeah that's pretty pitiful, they certainly have TONS of room for improvement when it comes to customer service. No one is buying these trucks for the buying or customer experience, and if they are, they will be severely disappointed. It's a calculated risk for me, I want the truck but I know going into it that it's not going to be a picnic at the dealer, I just have to adjust my strategy accordingly. Hope you get your issue resolved, any other dealers around you? I have 3 in my area, only "trust" one enough to do warranty work if I need it.

 

[Ram Dan]

Who makes the 5" screen radio ? Just curious.

 

[pgartner]

Yeah that's pretty pitiful, they certainly have TONS of room for improvement when it comes to customer service. No one is buying these trucks for the buying or customer experience, and if they are, they will be severely disappointed. It's a calculated risk for me, I want the truck but I know going into it that it's not going to be a picnic at the dealer, I just have to adjust my strategy accordingly. Hope you get your issue resolved, any other dealers around you? I have 3 in my area, only "trust" one enough to do warranty work if I need it.

Others around but I am using the only one close to me that I trust. Problem is, the ball is in Ram's court as to how to resolve the issue and simply won't do it. Instead, their only "solution" is to wait for the update that they can't even tell when it will be out and if it will even work. Going forward, I will stay away from Dodge, Ram, Chrysler, and Jeep if this is how they think they should treat people and think people should accept it.

 

[pgartner]

Here is the latest in my dealings with ram customer service. Last Wednesday, I spoke with a CS Supervisor named Jim. Jim promised to get back to me on Thursday. Having not heard anything from Jim as of Monday, I sent an email detailing the lack of call back. Jim then called me, I was unavailable, so he left a voicemail stating he will call me back on Tuesday. AS of today, Thursday, no call from Jim. During this time, I have spoken with a few cCS reps and informed all I would like to speak with Jim's superior since Jim won't call back. Yesterday, I even responded to an email with the best times to call me, which didn't help. Today, after calling in again, Kyler, the rep, told me that he sees no notes from any reps detailing that I wanted to speak with Jim's superior. Kyler stated he would forward it along. I can't believe Ram finds it acceptable for supervisors (or anyone for that matter) to not return class and/or lie about calling people back. Pathetic is aboutrt he only way to describe ram's customer service.

Update through tonight. Still no return calls. How they think it should be acceptable that the radio doesn't work and they have no viable solution, but think the customer should be patient with them. is beyond me.

 

[JoeCo]

Others around but I am using the only one close to me that I trust. Problem is, the ball is in Ram's court as to how to resolve the issue and simply won't do it. Instead, their only "solution" is to wait for the update that they can't even tell when it will be out and if it will even work. Going forward, I will stay away from Dodge, Ram, Chrysler, and Jeep if this is how they think they should treat people and think people should accept it.

Can't say I blame you, well either way, best of luck with this problem.

 

[pgartner]

Hi pgartner,
We regret to hear about your experience. Has a case been opened on the Customer Care side to add assistance while working with your dealer? If not, please send our team a private message!
Alex
Ram Social Care Specialist

This is Ram's thinking. They know the radio doesn't work properly and the last update for iPhone compatibility was for software version 12.1.2. They can't tell me when this update came out and they can't tell me when the next update will be out, which is for 12.1.3 Currently, Apple is running at at least 12.4, so you can see how far behind Ram is in staying current. From a warranty standpoint, this is Ram's take:

1 - Ram changes out radio for a different model but that would void the warranty (couldn't explain why them doing the work voids their warranty, but that is what they are claiming).

2 - put in after market radio that works but that voids the warranty on vehicle.

3 - keep a radio that doesn't work correctly, with Ram doing nothing but waiting on an update that may or may not ever come out and may or may not do anything, but keeps the warranty in place. Of course, this option does nothing for the consumer since the radio is still garbage and not working correctly but does let Ram off the hook for their bad equipment.

So Alex, care to explain where I am wrong on this and how this is helpful in any way to your consumers?

 

[JoeCo]

So Alex, care to explain where I am wrong on this and how this is helpful in any way to your consumers?

I will be shocked if you get any response to this, and if you do it will be "unfortunately I'm not technically trained for such issues, I will be glad to help you make an appointment or elevate this" (which may or may not really do anything?) standard response.

I'm with you, don't see much help for most people from ramcares, which is a real ironic name. It's a nice idea ram, but not if you half (that's being generous) ass it. I'm thinking they should be called "Ram tries....kinda"

 

[HockeyPops]

The uconnect 3 is garbage. I wanted to actually give the dealership money to upgrade mine and they told me the same deal regarding warranty and not being able to upgrade the 3