2019 6.7 5500 Dealership Service Experience

[do_lai]

Hello... not sure if this is in the right forum (if not, mods please move this), but earlier this week I had a frustrating and dehumanizing service experience at a WV dealership. I brought the unit in for several minor items and the work that they did left the truck unsafe on a couple counts (fire hazards, batteries) and left a system completely inoperative (cameras no longer work).

I am wondering if anyone has contact information for a regional service manager (if there is such a position). Not looking to complain or throw anyone under the bus; I'd just like to get the truck the way that it should have been when I took delivery of it. Thanks.

 

[TRAMPLINEMAN]

You brought your 5500 Ram to a VW dealer?

 

[do_lai]

LoL, then there would be the trouble. WV = West Virginia.

 

[Timd32]

A lot of dealerships rely heavy on some of these feedback surveys, you can always call the sales manager and let them know you can not fill out the 5 star review and wanted to.give them a shot at fixing that issue.

If they are not interested give them the stars they earned.

Do you think its a case that they are just not a Commerical Ram Dealer with the proper 5500 Dealer Prep steps?

If that's the case you are better off going to a better Commercial Ram dealer that can assist and cut your losses.

Sorry you had a awful experience. Hope you enjoy your new ride.

 

[TRAMPLINEMAN]

LoL, then there would be the trouble. WV = West Virginia.

I thought it was funny!!

 

[C M McCormick]

do_lai I would start at Customer Care @1 800 992 1997. They will listen to your complaint . Then you will be assigned a case number and case worker and you should be contacted within 24hrs. I just talked to them late afternoon today on my problem. My truck is at a dealership 170 miles away that needs a started and it is called for a re-manufacture one. non in stock. There are 3 new ones at the warehouse. I've been with out my truck since last Saturday. Hope you get things worked out.

Craig

 

[do_lai]

Alright. I received the link in the meantime for the Ram "Dealership Experience Survey" (I think that this is from FCA, and not from the dealership?) and filled it out truthfully. Thanks for the recommendation on that.

Regarding contacting sales for the service issue, is sales generally over service hierarchically in most dealerships? I don't know what their organization is like at dealerships; this is the first (and maybe last) time I have bought a vehicle from one.

The dealership is definitely a commercial Ram dealership; it's the place that I bought the 5500 from and where the upfitter took it for the initial provisioning for the rear sensors that started some of the trouble, nearly a year ago now. This is why I took it back to the same location... but it's a 2.5 hour round-trip, part of the logistical trouble. I have scheduled with my nearest dealer, though it's not a commercial Ram dealer (at this point, what I have not been able to address on my own seem to be software issues, and I think that the software is shared through the HD line).

Craig, appreciate the contact number. I will probably call them Monday to open a case if I do not hear from them first from that survey.

Thank you both for your recommendations.

 

[Bug Out]

I lost all faith in Chrysler Customer Care @1 800 992 1997. They sided with the service rep on a Jeep that was using 1 quart of oil every 1K miles with 18K on the motor. Said it was "within specs"......Jeep had used a pint of oil in 500 miles during their test.......????

 

[nukegm]

I lost all faith in Chrysler Customer Care @1 800 992 1997. They sided with the service rep on a Jeep that was using 1 quart of oil every 1K miles with 18K on the motor. Said it was "within specs"......Jeep had used a pint of oil in 500 miles during their test.......????

comrade - the big 3 are all 1 quart in 1000 miles now. which, i agree, is insane. even subarus have that as normal now. given how advanced engine machining is now compared to the 70s and 80s....i hear its because of the low tension rings, but that is something i know little about. cheers!

 

[lpennock]

I lost all faith in Chrysler Customer Care @1 800 992 1997. They sided with the service rep on a Jeep that was using 1 quart of oil every 1K miles with 18K on the motor. Said it was "within specs"......Jeep had used a pint of oil in 500 miles during their test.......????

The FCA spec for oil usage is less than 1Qt in 750 miles so you were unfortunately in spec.

 

[TFucili]

I can't locate it at the moment, but I dug up a contact at the Commercial Vehicle Group, who develop and oversee the upfitter stuff. Unlike the rest of FCA, I found them to be helpful, and responsive the two times I had questions. You might try to involve them.

On Edit:
I finally dug up the email from when I found my '19 had been built with some of the upfitter wiring missing at the rear of the truck. They were very helpful.

Rambbg@ramtrucks.com

 

[Rob S]

I can't locate it at the moment, but I dug up a contact at the Commercial Vehicle Group, who develop and oversee the upfitter stuff. Unlike the rest of FCA, I found them to be helpful, and responsive the two times I had questions. You might try to involve them.

On Edit:
I finally dug up the email from when I found my '19 had been built with some of the upfitter wiring missing at the rear of the truck. They were very helpful.

Rambbg@ramtrucks.com

what wiring was missing?

 

[TFucili]

what wiring was missing?

At the rear of the truck, there are supposed to be what they refer to as "blunt cut wires", Batt +, and Key Hot. They mistakenly left them out of earlier build '19s. There is now a TSB with a patch harness to rectify this. I am waiting for my dealer to get the parts. I used the Key Hot on my '15 to power the repeater for my trailer TPMS, and was going to do the same on this truck. The good news is the truck is properly wired from the front to a harness connector part way back, so it's an easy fix.

 

[Rob S]

At the rear of the truck, there are supposed to be what they refer to as "blunt cut wires", Batt +, and Key Hot. They mistakenly left them out of earlier build '19s. There is now a TSB with a patch harness to rectify this. I am waiting for my dealer to get the parts. I used the Key Hot on my '15 to power the repeater for my trailer TPMS, and was going to do the same on this truck. The good news is the truck is properly wired from the front to a harness connector part way back, so it's an easy fix.

ahhh, Im going to check my truck and see, Thanks

 

[TFucili]

 

[sag2]

Alright. I received the link in the meantime for the Ram "Dealership Experience Survey" (I think that this is from FCA, and not from the dealership?) and filled it out truthfully.

Unfortunately now that you have blasted them (even if you're right and they are wrong) on the survey they may be less inclined to take care of your concerns. That is why Timd32 said to call them and let them know you have the survey in hand but can't fill it out to their benefit unless your concerns are taken care of. They take the surveys very seriously. Once a survey is scored there is nothing they can do to change it. There is no appeal process, even if you fill it out in error. It takes a bunch of perfect surveys to cancel out just one bad one. Their warranty reimbursements are partially based on them, so it can really cost them to get a bad survey.

 

[Rob S]

View attachment 124604

Mine is a late build, 11-2019, I did find the blunt cut wires as per the TSB on the rt rear cross beam. 3 wires.

 

[Bug Out]

comrade - the big 3 are all 1 quart in 1000 miles now. which, i agree, is insane. even subarus have that as normal now. given how advanced engine machining is now compared to the 70s and 80s....i hear its because of the low tension rings, but that is something i know little about. cheers!

Actually Chryslers spec is 1 quart for every 2000 miles. I had the TSB in hand back then. If it has changed since then, it would not surprise me.

 

[do_lai]

Craig (C M McCormick), thank you for the phone number. I called today and they advised that they would open a case. They stated that I should be contacted tomorrow.

TFucili, thanks for the address. I went ahead and sent them a message regarding the trouble that I have been having with the sensors and cameras. Out of curiosity, what was the date of your build? As my truck is at another dealer right now, I can't check to see whether or not I have those wires (just curiosity), but mine was built in June IIRC. I wonder whether or not this TSB applies to the 5500s. They would be handy to have. What fuse(s) are they on?

sag2: Ah, well I thought that Timd32 was referring to the general dealership review that they requested a day or two after the service (the texted link I received just forwarded to a Google review, which I did not complete), not FCA's detailed service experience review requested four days after. This is why I was asking about dealership hierarchy, as I figure that sales wouldn't care much about something internal to service. Certainly, they would regarding a general Google review. Anyhow, I would not be interested in taking the vehicle back to that dealership at this point.

 

[TFucili]

Craig (C M McCormick), thank you for the phone number. I called today and they advised that they would open a case. They stated that I should be contacted tomorrow.

TFucili, thanks for the address. I went ahead and sent them a message regarding the trouble that I have been having with the sensors and cameras. Out of curiosity, what was the date of your build? As my truck is at another dealer right now, I can't check to see whether or not I have those wires (just curiosity), but mine was built in June IIRC. I wonder whether or not this TSB applies to the 5500s. They would be handy to have. What fuse(s) are they on?

sag2: Ah, well I thought that Timd32 was referring to the general dealership review that they requested a day or two after the service (the texted link I received just forwarded to a Google review, which I did not complete), not FCA's detailed service experience review requested four days after. This is why I was asking about dealership hierarchy, as I figure that sales wouldn't care much about something internal to service. Certainly, they would regarding a general Google review. Anyhow, I would not be interested in taking the vehicle back to that dealership at this point.

My build shows 06-19.