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Anybody in the car dealer service biz here? If RAM dealer better

Old 08-28-2015, 10:52 AM
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Default Anybody in the car dealer service biz here? If RAM dealer better

Long story, sorry Can't make it short.... A couple of years ago, I bought a brand new Dodge RAM 2500 Diesel Longhorn. I was told that it even had the "good" leather seats. My first brand new car with leather, so I had no clue what that meant and it just so happened that as the guy was showing me the truck, I got a call telling me that my father died.

Manual specifically states not to condition the leather.

A few weeks ago I noticed some cracking on the driver seat leather.
Pictures here:
http://www.thehulltruth.com/trucks-t...-warranty.html

Also had some minor issues, so I take it to the dealer service department.
The guy takes pictures, and says he will send a warranty claim to RAM.. he have seen it before and has been covered.
A week goes by and the truck is still there, getting info from the service rep was like pulling teeth, would not return calls, etc.. showed up there and tells me everything is being worked on... and he was asked for more detailed pictures of the seats...

3 weeks later still waiting for the truck, and only getting excuses after excuses....
Called RAM trucks customer service, and they have absolutely NO record of the claim. The lady says than the dealer could be taking care of it without involving the factory...It does not convince me, but I decide to give them the benefit of the doubt.

I call the dealer back and get to talk to my rep, after asking for another tech so he would hand the phone to the guy I was dealing with, and he says that to pick up the truck, that it was ready a couple of days ago!!!!

Go to pick up the truck, and upon inquiring again, he says he is still waiting on a response for the claim, I ask if it was filed to the dealer or to RAM, he says it was file to RAM, but I knew for a fact that it was not true!!!!! so I told him and he says that the lady that told me the claim was not there probably did not know how to find it....

Call RAM trucks again today, basically they insist there is no claim and there is nothing they can do about other than contacting the rep (who never answers the phone)

I look at the paper they gave me with all the repairs and notice that on the section for the leather seat says "Customer advised on repairs/service and declined work."!!!!!!!!!!
They never said a word!!!!!!!

At this point I'm fuming!!
Call the dealer again and ask for the service supervisor and he says he will check on it with the rep.
Call me back and says "the claim was denied because it was considered normal wear and tear" but to bring the truck back to the dealer so he can take some pictures and he PERSONALLY will re-file the claim....WTH...

So service rep says he is waiting on a claim filed to RAM
RAM has NO record of any claim
Supervisor says the claim, that RAM has no record of, was denied and wants to re-file

I'm sure somebody is screwing me good... really good... dealer is playing games.
I'm ready to go higher up into the dealer chain and throw the 2 service guys under the bus, but really not my main goal.. my goal would be to get the seat fixed.

There is no warranty (no pun intended) that if I take the truck over there again they will file the claim, so should I give it another try and let the supervisor re-file the claim?
Are they just wasting my time trying to take more pictures and would be better to go up higher on the chain of command?
Why the heck they would not file a claim, and let it run its course?
Do I have the slightest chance that the supervisor is trying to make it right?
Any of you guys on the service department of any dealer that could advice me on the best action to take?

Thanks in advance!!!!!
Old 08-28-2015, 11:09 AM
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I was in the auto/dealership business for 19 years. Here's how it works. Anything "cosmetic", not safety related or mechanical, typically has to go through the Manufacturer not the dealer. When he said he has to take pics and send them in, that is normal protocol. The reason they want pics from the dealer is to first determine if it is something that "may" be covered, not an inkstain, foreign object cuts..etc. Also the dealer has to submit a estimate for parts and labor so the MFGR can know the costs. Which is typical for more expensive repairs. The pics you posted look like normal wear to me. If that is what they determine then you are out of luck. Remember the dealer has NO SAY if it is covered or not. They must comply with RAM. BUT they also must file the claim. When you call they should open a case and give you a case number just like an insurance claim. Sometimes they can also cover things under "goodwill" which means they are doing you a favor and covering something that shouldn't be. With that, you as a customer, are what they are evaluating. How many cars have you bought of that brand/dealer, where is it serviced, did you buy new or used. All things they take into account. I can tell if you start screaming and flipping out, they will not help you at all. Don't be rude, condescending, or threaten them. Be polite but be persistent and polite. Make your case. Try and find others with similar issues and get pics if possible. LMK if I can help, I know how the process works. I have a friend that works at a dodge dealer in south Fla that may be able to help depending on where you are also.

Good luck
Jason
Old 08-28-2015, 11:38 AM
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Originally Posted by JOKERJ280 View Post
I was in the auto/dealership business for 19 years. Here's how it works. Anything "cosmetic", not safety related or mechanical, typically has to go through the Manufacturer not the dealer. When he said he has to take pics and send them in, that is normal protocol. The reason they want pics from the dealer is to first determine if it is something that "may" be covered, not an inkstain, foreign object cuts..etc. Also the dealer has to submit a estimate for parts and labor so the MFGR can know the costs. Which is typical for more expensive repairs. The pics you posted look like normal wear to me. If that is what they determine then you are out of luck. Remember the dealer has NO SAY if it is covered or not. They must comply with RAM. BUT they also must file the claim. When you call they should open a case and give you a case number just like an insurance claim. Sometimes they can also cover things under "goodwill" which means they are doing you a favor and covering something that shouldn't be. With that, you as a customer, are what they are evaluating. How many cars have you bought of that brand/dealer, where is it serviced, did you buy new or used. All things they take into account. I can tell if you start screaming and flipping out, they will not help you at all. Don't be rude, condescending, or threaten them. Be polite but be persistent and polite. Make your case. Try and find others with similar issues and get pics if possible. LMK if I can help, I know how the process works. I have a friend that works at a dodge dealer in south Fla that may be able to help depending on where you are also.

Good luck
Jason
This is EXACTLY the info I was looking for!!!
Everything you said matches to the T what it has been going and what i was told...
The RAM customer service rep mentioned the "goodwill" thing as being one of the reasons why "the claim" I kept being told it was filed, was not showing on their system.
That is why I try to avoid from throwing them under the bus and give them the benefit of the doubt.

I'm between Miami-Dade and Broward county in FL and have little faith on that dealer anymore. I'm not their stellar customer for sure. I do my own maintenance unless is warranty, and I have bought cars or truck from them when their price was right.
All these 3 weeks I was driving the RAM 1500 that I bought from them back on 2009.

If the issue is really not covered under warranty, tough luck. I knew it could happen as I was advised by the guys on the thread I posted at the truck and trailers area.

I'm just pissed at the back and forth and half truth.

I really do not want to put you on a tight spot or inconvenience your friend, but if he is close by I would love to pass by and see what he really thinks without all the BS.

Again, if the honest truth and reality is that I would never have a chance for them to even consider it, I prefer suck it up, and to avoid the pain and time to go through the process...

But if I have any real chance to have it fix, I do want to give it a try.

I let the supervisor know i was frustrated and pissed, but it was not a bad or violent discussion at all.

He kept insisting to take the truck to take the pictures, and by what you say, either he is really trying to make it up and I have a chance, or he is just doing what the other guy should have done knowing it will be denied.;?;?;?
Old 08-28-2015, 11:40 AM
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I sure hope you guys negotiated the price for that advice in writing...
Old 08-28-2015, 12:08 PM
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Originally Posted by JOKERJ280 View Post
Try and find others with similar issues and get pics if possible.

Good luck
Jason
Probably no help and just wear and tear from climbing in and out but 2004 Dodge 180k miles with Codura seat covers installed about 5 years ago. There is no foam in that side of the drivers seat anymore. I do have to say it been a great truck and I would buy another Dodge. .................................................. .................................................. ........Name:  0828151429_zpssspmfbo9.jpg
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Old 08-28-2015, 12:32 PM
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PM sent.

Jason
Old 08-28-2015, 04:16 PM
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service writers are barely on rung down from used car salesmen....the tactic of holding your car for weeks in the back lot with NOTHING even intended to be done to it in the hopes you will just come get it and go away...VERY COMMON....I don't know why, once pics are taken and a claim is sent up the line, you can drive your truck...TOTAL BS....file a complaint with the owner of that dealership...I know how it all works...don't ask me how I know this stuff...
Old 08-31-2015, 06:39 PM
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I had a similar issue on my GMC leather, they replaced it with no problems.
Old 08-31-2015, 06:47 PM
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The pictures sent to Chrysler are called "DI" or digital imaging.
They take pics and get an approval/denial within 24/48 hours.

(SM at a CJD store)
Old 08-31-2015, 07:02 PM
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Originally Posted by myyellas2k View Post
The pictures sent to Chrysler are called "DI" or digital imaging.
They take pics and get an approval/denial within 24/48 hours.

(SM at a CJD store)
Thanks... for all the info!!! it seems that they did not fix the freaking map light issue either

This is the third or fourth time I have to leave the stupid truck for the same map light failing and was one of the first thing I told the guy when I left the truck... after 3 weeks of holding my truck, they say they are still waiting for the replacement part!!!!!

I'll take the truck tomorrow and will do my best to be nice, but this is getting pretty stupid pretty fast.. I love Rams and I have owned several... but this time they are really pushing me away from the brand...
Old 08-31-2015, 07:12 PM
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I'm still at a loss as to why they held the truck for more then 2-3 days....
I do know we are out 12 days for an appt, and about 2 day turn around time to get the car back to the customer (in some cases)
An easy item, as a DI, or a service, recall... Should be a 1 day turn around time... trans/engines take longer ....obviously
Old 08-31-2015, 07:18 PM
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Dont be surprised if the goodwill gets "approved" after the first of the month. It is very possible that their goodwill is "through the roof" and they can not approve a $800 leather cover until their numbers are reset for the next month. Dont give up, but dont annoy the dealer either. For the most part, they are on your side and would much rather get their customer happy so they wont mind blowing a grand on service at the next visit (hopefully). If you have good service history as other members had said, they will treat you like royalty. Do they want to pay for the $800.....hell no....and to be honest, they should not have to. Welcome to the car business!!
Old 08-31-2015, 07:41 PM
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Originally Posted by Ronn Burgandy View Post
I sure hope you guys negotiated the price for that advice in writing...
I see what you did there.
Old 09-01-2015, 10:54 AM
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Originally Posted by myyellas2k View Post
I'm still at a loss as to why they held the truck for more then 2-3 days....
I do know we are out 12 days for an appt, and about 2 day turn around time to get the car back to the customer (in some cases)
An easy item, as a DI, or a service, recall... Should be a 1 day turn around time... trans/engines take longer ....obviously
First, was the "diesel tech" not being available through the rest of the week.
Then, waiting for some part to address a safety recall.
Then, "almost ready"
Then, "working on it right now"
And so on and so forth....

I try to be patient, but it seems that was not the right approach to work with this guy...

ALL their explanations SMELL like BS BIG TIME!!!! like the stupid map light that they are still waiting to receive...and I already took the truck to the dealer 3 times in the past to fix.

We'll see if the supervisor does have a REAL interest to fix this mess.;?;?
Old 09-01-2015, 10:58 AM
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Originally Posted by 1997MAKO231 View Post
Dont be surprised if the goodwill gets "approved" after the first of the month. It is very possible that their goodwill is "through the roof" and they can not approve a $800 leather cover until their numbers are reset for the next month. Dont give up, but dont annoy the dealer either. For the most part, they are on your side and would much rather get their customer happy so they wont mind blowing a grand on service at the next visit (hopefully). If you have good service history as other members had said, they will treat you like royalty. Do they want to pay for the $800.....hell no....and to be honest, they should not have to. Welcome to the car business!!
Thanks for the advise... Like I said before, if its decided that they will not cover it under warranty, whether I agree or not, it would not really matter and I'm ok with it...
What it is pissing me is all the shenanigans and games they are playing.

When I called RAM, I had the impression that they could not care less if I was satisfied, pissed or what... they didn't care at all.
Old 09-01-2015, 12:07 PM
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Originally Posted by emudryj View Post
What it is pissing me is all the shenanigans and games they are playing.

When I called RAM, I had the impression that they could not care less if I was satisfied, pissed or what... they didn't care at all.
It really sounds like you've got a lousy dealer/service manager who isn't doing you any favors. I've owned dodge products for quite a while, and had to "escalate" a couple of claims up to corporate but never had any issues with those and generally the folks on the phone were useful, although clearly went out of their way to try to be "impartial" about things. In both cases I can recall, after a few phone calls and a little dealer interaction, Dodge authorized a fix and it was done that week.

Are there really no other dealers in your area to take it to?

As for the seat itself.. from the photos you posted, I might call it wear and tear although it does look a little excessive. FWIW my impression is that all of those sorts of claims (squeeks, rattles, and cosmetics) are much MUCH easier in the first 12 months)

I've got black leather in my 2011 and the seats have held up fine, but I'll take a closer look at the driver's side corner when I get in it this afternoon.
Old 09-01-2015, 06:17 PM
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ram squid
Old 09-02-2015, 08:55 AM
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Originally Posted by Flot View Post
It really sounds like you've got a lousy dealer/service manager who isn't doing you any favors. I've owned dodge products for quite a while, and had to "escalate" a couple of claims up to corporate but never had any issues with those and generally the folks on the phone were useful, although clearly went out of their way to try to be "impartial" about things. In both cases I can recall, after a few phone calls and a little dealer interaction, Dodge authorized a fix and it was done that week.

Are there really no other dealers in your area to take it to?
There are other dealers, and it seems that from now on I would have to use one of the alternatives and pray. The one I'm having the problem with is a part of large chain of dealers and well established so I was assuming they would be better.

As for the seat itself.. from the photos you posted, I might call it wear and tear although it does look a little excessive. FWIW my impression is that all of those sorts of claims (squeeks, rattles, and cosmetics) are much MUCH easier in the first 12 months)
Well, I would understand that they would call it normal wear and tear...I do not know a single thing about leather seats, but I looked at the leather seats on my wife's Honda with a ton more miles than mine, and it had held much better than mine.
Also, I had the pleasure to talk to a THT member here that is on the leather bizz and he gave me a brief, but very logical, explanation of my problem...basically 3 main points.
#1 buys the cheapest possible leather available
#2 little holes pattern they put on the seats to cool and warm your butt
#3 they direct on the manual not to condition the leather, because of what people without an ounce of common sense have done to the seats trying to clean them.


I've got black leather in my 2011 and the seats have held up fine, but I'll take a closer look at the driver's side corner when I get in it this afternoon.
Does yours have the hole pattern? do you condition your leather seats?
Old 09-02-2015, 09:12 AM
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Originally Posted by bikem View Post
Probably no help and just wear and tear from climbing in and out but 2004 Dodge 180k miles with Codura seat covers installed about 5 years ago. There is no foam in that side of the drivers seat anymore. I do have to say it been a great truck and I would buy another Dodge. .................................................. .................................................. .................

I would venture a bet, you do not have nurf bars on that truck, at set of nurf bars will correct that problem, stepping on the bars put you above the seat, and you will be sitting down instead of sliding in.

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