I am the original owner of a 2016 Ram 1500 ecodiesel with approximately 75,000 miles. I have complied with all recalls, participated in the emissions control reprogramming and settlement, and have religiously performed all required maintenance at my FCA dealer.
On April 21, 2021, while 150+ miles from home, the eco diesel motor failed, oil poured out and the vehicle became non-operational. It was towed to the nearest Ram dealer in Petaluma, California, who later determined that the motor had failed and a piece of the motor pierced the block and oil pan. The service representative at the dealership suggested I contact Ram to see if they could assist in expediting the new motor.
I contacted the Ram call center and a woman there explained that a case manager might not be able to get involved for a few days. I explained my situation [On a family vacation and stranded] and asked if she could try to somehow fast track things. When I called the dealership to notify them I had contacted Ram they said something to the effect that they didn't know what I had done but the engine was now scheduled to arrive on April 29.
Now that is what I would expect in excellent customer service from FCA. However, things at that point stalled. The case manager at the call center, Wesley, called me on Monday, April 26, 2021. He started the conversation by saying that the motor was due on April 30, and that he could not expedite a situation that was less than 5 days out. I explained what had happened earlier. He said, "Well, is there anything else I can do for you?"
After I pondered his use of the word "else" I said I wanted compensation, I asked that the repair be covered by FCA. My thinking is the motor failure is related to the outstanding recall with unavailable parts, the emissions control reprogramming or a design error.
Wesley said he would contact the dealer and get back to me. On 4/28/2021 Wesley called me and left a message that he "had called the dealer and they have no service history of my vehicle being there". I returned his call and gave him the name of the dealership, the City, the phone number and the name of my service representative.
On April 30 I received a second call from an associate of Wesley stating again that the dealership had no record of my vehicle being there. I again gave the information I had given Wesley.
I called another FCA number, hoping to bypass the call center on the morning of May 4, 2021. A very helpful woman in the same call center as Wesley wrote up what I told her and said she would escalate the message to Wesley's supervisor. She said I should expect "someone to reach out to me soon". She gave me my case number.
My damages to date are $13,921.91 for the work to repair the truck, $400 for towing and $500 for car rental. I will still need transportation from my home to Petaluma, Ca. to pick up the vehicle. Paying a little under $15,000 for a motor replacement was not something I even thought possible when I purchased what I thought would be the last vehicle I would ever own.
As of May 6, 2021 the only thing I have heard is the crickets!
On April 21, 2021, while 150+ miles from home, the eco diesel motor failed, oil poured out and the vehicle became non-operational. It was towed to the nearest Ram dealer in Petaluma, California, who later determined that the motor had failed and a piece of the motor pierced the block and oil pan. The service representative at the dealership suggested I contact Ram to see if they could assist in expediting the new motor.
I contacted the Ram call center and a woman there explained that a case manager might not be able to get involved for a few days. I explained my situation [On a family vacation and stranded] and asked if she could try to somehow fast track things. When I called the dealership to notify them I had contacted Ram they said something to the effect that they didn't know what I had done but the engine was now scheduled to arrive on April 29.
Now that is what I would expect in excellent customer service from FCA. However, things at that point stalled. The case manager at the call center, Wesley, called me on Monday, April 26, 2021. He started the conversation by saying that the motor was due on April 30, and that he could not expedite a situation that was less than 5 days out. I explained what had happened earlier. He said, "Well, is there anything else I can do for you?"
After I pondered his use of the word "else" I said I wanted compensation, I asked that the repair be covered by FCA. My thinking is the motor failure is related to the outstanding recall with unavailable parts, the emissions control reprogramming or a design error.
Wesley said he would contact the dealer and get back to me. On 4/28/2021 Wesley called me and left a message that he "had called the dealer and they have no service history of my vehicle being there". I returned his call and gave him the name of the dealership, the City, the phone number and the name of my service representative.
On April 30 I received a second call from an associate of Wesley stating again that the dealership had no record of my vehicle being there. I again gave the information I had given Wesley.
I called another FCA number, hoping to bypass the call center on the morning of May 4, 2021. A very helpful woman in the same call center as Wesley wrote up what I told her and said she would escalate the message to Wesley's supervisor. She said I should expect "someone to reach out to me soon". She gave me my case number.
My damages to date are $13,921.91 for the work to repair the truck, $400 for towing and $500 for car rental. I will still need transportation from my home to Petaluma, Ca. to pick up the vehicle. Paying a little under $15,000 for a motor replacement was not something I even thought possible when I purchased what I thought would be the last vehicle I would ever own.
As of May 6, 2021 the only thing I have heard is the crickets!