A customer service number where some one knows some things?

[denviola]

Is there a customer service number where a technician gives advice and not someone that puts you on hold forever?
Issue:
In 2017 got the water pump recall notice, no parts. July 2018, left Pa. for Sturgis, SD, 2014 3500 CTD DRW, 4x4, Aisin, 4.10, Laramie Longhorn, pulling Voltage 3670 toy hauler (20k#). Late at night, barely into Ohio the water pump gives up at 36K miles. Get towed into a dealer and spend the weekend in their lot.

Monday morning they tell me they have no parts. I ask if there is an original pump in stock, so I buy it. Good trip the rest of the way, 10 mpg round trip. I tow under 65 mph due to the trailer tire rating.

Late in 2018 parts are available. I take truck in for warranty replacement and routine service. Paperwork says recall complete. I later go to owner's online login and check. Online it says pump inspected. Call dealer, they check records and finally ask where I found the "inspected" information since they cannot. they cannot tell me anything except there are multiple serial numbers and only some get replaced. Gave me a toll free customer service number that I have called many times. Each time put on hold, transferred, disconnected, no answers.

So the huge question that no one will answer is :
If the in-stock OEM pump was not good enough to replace the warranty pumps, then why is it good enough now to leave on my truck without the warranty replacement?
I know many of you have great info and connections. Appreciate your help.

 

[jhenderson]

Because these trucks came with 2 different pumps. Only one of them was failure prone . Those were replaced with the other style under warranty. Obviously that dealer had the good pump on the shelf.
P.s. nobody at customer service could pour water out of their boot if the instructions were printed on the heel.

 

[DonFitzwater]

Asking for a customer service agent at Chrysler (or any other brand of auto) that is educated on their products is an impossible request. They are nothing but a filter to keep you from getting resolution.

 

[EricViviano]

Asking for a customer service agent at Chrysler (or any other brand of auto) that is educated on their products is an impossible request. They are nothing but a filter to keep you from getting resolution.

X2!!!!

When trying to get order updates on our 2018 it was SO frustrating. No one knows anything. I tried everything. Even the dealer has no recourse. It's sad really.

 

[BillBaker]

When dealing with corporate America remember this - the left hand has no clue what the right hand is doing.

 

[sag2]

X2!!!!

When trying to get order updates on our 2018 it was SO frustrating. No one knows anything. I tried everything. Even the dealer has no recourse. It's sad really.

The call center is not going to have the latest updates on a truck (or car) order. Your dealer has all the information they need, they just were not sharing it with you.

 

[EricViviano]

The call center is not going to have the latest updates on a truck (or car) order. Your dealer has all the information they need, they just were not sharing it with you.

Not true. We are personal friends with the manager of the dealership, they did not know anymore then we did from calling RAM customer care.

 

[sag2]

Not true. We are personal friends with the manager of the dealership, they did not know anymore then we did from calling RAM customer care.

Your friend is not being up front with you, or he does not know the sales and order system. They have real time updates for every unit they have on order or in transit. I don't have access to all dealer codes any longer or I could pull up the same information every dealer has. I do still have access to real time shipping info for every dealer.
Hard to read, but there is plenty of information at the dealer finger tips. If they still can't figure something out, there is a distribution manager in every Business Center. Only a manager who doesn't know the system would call the customer call center.