End of an Era

[PhillyBoy7]

Hate to be writing this because this was my first brand new vehicle and regularly serviced since I purchased it brand new from the dealership.

Wrote on the forum the other month stating the issues I’ve had regarding my 2021 TRX. In summary, warranty expired and the engine blew the next month at just 40,000 miles. Towed to dealership and it has been sitting there since to this day.

The absolute HEADACHE I had to deal with talking to customer care (aside from this forum, the only person that helped expedite the process). The vehicle sat at the dealership for 7 weeks, had to call customer care and leave voicemails/emails about 40-50 times because they would go 5 business days without reaching back out to me.

Was assigned a case manager, explained my entire situation over the course of 2 weeks, all of a sudden crickets. His extension becomes an invalid number without telling me and I had to circle back to customer care and they assign me a new case manager. Had to explain from the beginning my situation since there wasn’t any information. Another 3 weeks go by and the end result becomes “we can’t help you regarding any goodwill assistance or anything”

Dealership tells me because my Ram TRX is a “specialty vehicle” they can’t help with goodwill assistance and it will cost me $22,000 for a new motor. Just more frustration because plenty of members on this forum have had goodwill assistance but my TRX is excluded and the dealership continues to say “goodwill assistance is not possible with the TRX vehicle, this is what they told me”

Just frustrating as I had to go 2 months without a vehicle and they didn’t even feel bad regarding my entire situation, showing zero empathy. Couldn’t even cover 5-10% of the repair to show some goodwill after what I had to deal with. I’m not asking for much, and not even offering a tiny discount is comical. Dealership tells me it’s MY responsibility to contact corporate and provides me with some phone number where customer care tells me “we don’t deal with repair issues.”

The amount of back and forth, begging customer care to give me a phone number to anyone in corporate that deals directly with my issue. They tell me, no there is no other channel and that’s the end of the road with my case. They tell me I have to work with the dealership now, well the dealership doesn’t care and wants to make as much money as possible off the repair.

Vehicle still sitting at the stealership to this day and they haven’t even bothered calling me to ask what I want to do, because guess what. It’s my responsibility to reach out I guess .

- - - -
Guess I’m just here venting but after what I had to deal with, while not having a vehicle, I am absolutely over with Mopar/Stellantis and they’ve lost a customer for life.

Thanks to those that helped me on my other threads, and I hope no one ever has to go through what I went through. Best of luck to everyone and their trucks!

 

[Louk]

Sucks and sorry you’re going through this.
Your case is substantially worse than ours.
We are currently doing a lemon buyback of our f250 for repeated transmission issues. It really leaves a bad taste in your mouth.

what is your move? Putting in an engine? Taking it to a tuner shop and building it back better?

 

[PhillyBoy7]

Sucks and sorry you’re going through this.
Your case is substantially worse than ours.
We are currently doing a lemon buyback of our f250 for repeated transmission issues. It really leaves a bad taste in your mouth.

what is your move? Putting in an engine? Taking it to a tuner shop and building it back better?

Well after the way the stealership treated me, probably going to sucker up and pay the $22k for the repair and immediately sell the thing to carmax.

The new motor is going to have a 2 year warranty but I already know how it’s going to go when I have another issue. They’ll tell me it has nothing to do with the motor and we’ll be back full circle again.

I rather get rid of it and just buy a Raptor R or something. Prefer the way the TRX looks but absolutely miserable with the way I was treated. It’s a principle thing now.

 

[Eighty]

I'm confused. The engine falls under the powertrain warranty, which is good beyond the 36k standard warranty (it's 5 years and 60k miles). Is your powertrain warranty expired due to time? Or is this a denied warranty?

 

[PhillyBoy7]

I'm confused. The engine falls under the powertrain warranty, which is good beyond the 36k standard warranty (it's 5 years and 60k miles). Is your powertrain warranty expired due to time? Or is this a denied warranty?

It expired because of time, it expired and then the next month the engine blew.

But because of my mileage only being 2/3 of the way through the warranty and me being a loyal customer to just 1 dealership, I was hoping for some sort of goodwill assistance.

Sucks because yes, the warranty expired, but a motor blowing at just 40k miles is insane. A little help woulda been nice because labor itself is $8000+

 

[2017REBEL]

Hate to be writing this because this was my first brand new vehicle and regularly serviced since I purchased it brand new from the dealership.

Wrote on the forum the other month stating the issues I’ve had regarding my 2021 TRX. In summary, warranty expired and the engine blew the next month at just 40,000 miles. Towed to dealership and it has been sitting there since to this day.

The absolute HEADACHE I had to deal with talking to customer care (aside from this forum, the only person that helped expedite the process). The vehicle sat at the dealership for 7 weeks, had to call customer care and leave voicemails/emails about 40-50 times because they would go 5 business days without reaching back out to me.

Was assigned a case manager, explained my entire situation over the course of 2 weeks, all of a sudden crickets. His extension becomes an invalid number without telling me and I had to circle back to customer care and they assign me a new case manager. Had to explain from the beginning my situation since there wasn’t any information. Another 3 weeks go by and the end result becomes “we can’t help you regarding any goodwill assistance or anything”

Dealership tells me because my Ram TRX is a “specialty vehicle” they can’t help with goodwill assistance and it will cost me $22,000 for a new motor. Just more frustration because plenty of members on this forum have had goodwill assistance but my TRX is excluded and the dealership continues to say “goodwill assistance is not possible with the TRX vehicle, this is what they told me”

Just frustrating as I had to go 2 months without a vehicle and they didn’t even feel bad regarding my entire situation, showing zero empathy. Couldn’t even cover 5-10% of the repair to show some goodwill after what I had to deal with. I’m not asking for much, and not even offering a tiny discount is comical. Dealership tells me it’s MY responsibility to contact corporate and provides me with some phone number where customer care tells me “we don’t deal with repair issues.”

The amount of back and forth, begging customer care to give me a phone number to anyone in corporate that deals directly with my issue. They tell me, no there is no other channel and that’s the end of the road with my case. They tell me I have to work with the dealership now, well the dealership doesn’t care and wants to make as much money as possible off the repair.

Vehicle still sitting at the stealership to this day and they haven’t even bothered calling me to ask what I want to do, because guess what. It’s my responsibility to reach out I guess .

- - - -
Guess I’m just here venting but after what I had to deal with, while not having a vehicle, I am absolutely over with Mopar/Stellantis and they’ve lost a customer for life.

Thanks to those that helped me on my other threads, and I hope no one ever has to go through what I went through. Best of luck to everyone and their trucks!

Ram includes a powertrain warranty usually around 5 years 50k which includes the engine. When did you get the truck?

 

[BusaDave]

Well after the way the stealership treated me, probably going to sucker up and pay the $22k for the repair and immediately sell the thing to carmax.

The new motor is going to have a 2 year warranty but I already know how it’s going to go when I have another issue. They’ll tell me it has nothing to do with the motor and we’ll be back full circle again.

I rather get rid of it and just buy a Raptor R or something. Prefer the way the TRX looks but absolutely miserable with the way I was treated. It’s a principle thing now.

LOL Ford is no different. Been there done that twice with buybacks.

 

[saturnfire]

if that is the only issue....and you enjoyed it. Take to to a tuner and get a built engine. the CARMAX value will be pretty low. I am seeing at least a $60-70K to move into a Raptor R. If a dealer is willing to sell to you at MSRP.

 

[Louk]

Well after the way the stealership treated me, probably going to sucker up and pay the $22k for the repair and immediately sell the thing to carmax.

The new motor is going to have a 2 year warranty but I already know how it’s going to go when I have another issue. They’ll tell me it has nothing to do with the motor and we’ll be back full circle again.

I rather get rid of it and just buy a Raptor R or something. Prefer the way the TRX looks but absolutely miserable with the way I was treated. It’s a principle thing now.

Paying 22K for a new motor and immediately selling wouldn’t be my choice, but it’s at the end of the day your choice.
As others have said, you can more than likely have a better motor built for makes no difference the same price. If it were me that would be my go to go.

 

[Digerati]

Don't pay that dealer a dime more than the diag fee. Get the truck out of there.

Goodwill doesn't come from the 800 number. The dealer submits it to the Stellantis area manager and the dealer has to push for it. Yours told you to go call corporate yourself. That's them telling you they're not doing it. And I've never heard of a TRX being excluded, guys on here have gotten goodwill on them.

New dealer means a new service manager sending a fresh request, their own teardown, and their own labor rate. That $22k isn't set in stone either.

What you really need is somebody with pull. Service director, GM, or the owner. Someone who can call the area manager and get a call back. Not a service writer, not a case manager. Your pitch is easy: bought it new, serviced at a Ram dealer every time, blew a month out with 20k miles left on the powertrain, and the next truck comes from whoever fixes this. TRX is back for 27 and they want that sale.

Can you get it towed to Chapman in Horsham? 1100 Easton Rd, service is 215-674-3600. Big volume store, they should take care of you. Call their service director before you pay for the tow and ask straight up if they'll submit a goodwill request on it.

Before it leaves, get the diag paperwork and your full service history printed, and make sure they aren't hitting you with storage. Check your insurance, a lot of policies cover the tow.

If Chapman submits it and Stellantis still says no, then figure out built motor vs sell as is. Just don't hand $22k to a dealer that told you to call corporate yourself.

 

[Phillytrx]

Don't pay that dealer a dime more than the diag fee. Get the truck out of there.

Goodwill doesn't come from the 800 number. The dealer submits it to the Stellantis area manager and the dealer has to push for it. Yours told you to go call corporate yourself. That's them telling you they're not doing it. And I've never heard of a TRX being excluded, guys on here have gotten goodwill on them.

New dealer means a new service manager sending a fresh request, their own teardown, and their own labor rate. That $22k isn't set in stone either.

What you really need is somebody with pull. Service director, GM, or the owner. Someone who can call the area manager and get a call back. Not a service writer, not a case manager. Your pitch is easy: bought it new, serviced at a Ram dealer every time, blew a month out with 20k miles left on the powertrain, and the next truck comes from whoever fixes this. TRX is back for 27 and they want that sale.

Can you get it towed to Chapman in Horsham? 1100 Easton Rd, service is 215-674-3600. Big volume store, they should take care of you. Call their service director before you pay for the tow and ask straight up if they'll submit a goodwill request on it.

Before it leaves, get the diag paperwork and your full service history printed, and make sure they aren't hitting you with storage. Check your insurance, a lot of policies cover the tow.

If Chapman submits it and Stellantis still says no, then figure out built motor vs sell as is. Just don't hand $22k to a dealer that told you to call corporate yourself.

Unfortunately Chapman’s service is nowhere near the quality of the sales department. I had to tell them my intercooler pump was bad because I was getting a low coolant level alert. They insisted there as air in the system and I would have to pay for them to flush it. They said it wasn’t covered under warranty????? For shits and giggles I let them do it. It turned out I was right all along and the pump was covered under warranty. My truck won’t be going back to Chapman.

 

[Digerati]

Fair enough, that's a bad experience and I get why you wouldn't go back. But that's kind of the point. Every dealer on here has a story like that, and somebody else at the same dealer got taken care of. Different service writer, different day, different problem. And what OP needs isn't a good service writer anyway, it's the guy above them who'll pick up the phone to the area manager.

So PhillyBoy7, don't tow it anywhere blind. Call around. Skip the appointment line and ask for the service director or GM. Same question to each one: blown motor a month out of powertrain, full dealer service history, will you submit a goodwill request for me. Whoever says yes without hedging, that's where the truck goes.

A few with real pull:

Barbera's on the Boulevard, 7810 Roosevelt Blvd. Biggest volume Stellantis store in Philly. Gary Barbera himself is the power broker there.

David Dodge in Glen Mills, 1801 Route 202. The Hellcat/SRT store, they've seen more 6.2s than anybody around here.

Reedman-Toll in Langhorne, 1700 E Lincoln Hwy, service 215-395-6813. Big group, they've got CDJR stores in Springfield and Jenkintown too.

Chapman's still on the list, one bad visit doesn't take them off it. Three or four phone calls is nothing next to a $22k check. Don't give up brother, WE ARE WITH YOU!

 

[LouDogg]

@RamCares

 

[Phillytrx]

Fair enough, that's a bad experience and I get why you wouldn't go back. But that's kind of the point. Every dealer on here has a story like that, and somebody else at the same dealer got taken care of. Different service writer, different day, different problem. And what OP needs isn't a good service writer anyway, it's the guy above them who'll pick up the phone to the area manager.

So PhillyBoy7, don't tow it anywhere blind. Call around. Skip the appointment line and ask for the service director or GM. Same question to each one: blown motor a month out of powertrain, full dealer service history, will you submit a goodwill request for me. Whoever says yes without hedging, that's where the truck goes.

A few with real pull:

Barbera's on the Boulevard, 7810 Roosevelt Blvd. Biggest volume Stellantis store in Philly. Gary Barbera himself is the power broker there.

David Dodge in Glen Mills, 1801 Route 202. The Hellcat/SRT store, they've seen more 6.2s than anybody around here.

Reedman-Toll in Langhorne, 1700 E Lincoln Hwy, service 215-395-6813. Big group, they've got CDJR stores in Springfield and Jenkintown too.

Chapman's still on the list, one bad visit doesn't take them off it. Three or four phone calls is nothing next to a $22k check. Don't give up brother, WE ARE WITH YOU!

David dogdge is a solid choice. And Chapman I gave plenty of chances this wasn’t there first screw up. More like four times. I tried to like them, but they continually screwed up to the point I didn’t rust them anymore.

 

[PhillyBoy7]

Fair enough, that's a bad experience and I get why you wouldn't go back. But that's kind of the point. Every dealer on here has a story like that, and somebody else at the same dealer got taken care of. Different service writer, different day, different problem. And what OP needs isn't a good service writer anyway, it's the guy above them who'll pick up the phone to the area manager.

So PhillyBoy7, don't tow it anywhere blind. Call around. Skip the appointment line and ask for the service director or GM. Same question to each one: blown motor a month out of powertrain, full dealer service history, will you submit a goodwill request for me. Whoever says yes without hedging, that's where the truck goes.

A few with real pull:

Barbera's on the Boulevard, 7810 Roosevelt Blvd. Biggest volume Stellantis store in Philly. Gary Barbera himself is the power broker there.

David Dodge in Glen Mills, 1801 Route 202. The Hellcat/SRT store, they've seen more 6.2s than anybody around here.

Reedman-Toll in Langhorne, 1700 E Lincoln Hwy, service 215-395-6813. Big group, they've got CDJR stores in Springfield and Jenkintown too.

Chapman's still on the list, one bad visit doesn't take them off it. Three or four phone calls is nothing next to a $22k check. Don't give up brother, WE ARE WITH YOU!

You’re definitely being a ton of help and I greatly appreciate it. Funny because the dealership giving me the issue and refusing to help is Burlington CDJR and of course it’s not on the list.

I will be updating after I make the necessary calls this week, fingers crossed. Thanks again