RAM TRX Arrived Damaged

cortc

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Well it as been three (3) weeks since my TRX arrived at the dealer with transport damage. It was escalated immediately by my dealer and I opened a case and have also been in contact with Kathryn of RAMCares.

First some background for reference purposes.

I have been a customer of Chrysler/FCA/Stellantis for close to 20 years and have purchased over 20 vehicles from all of their brands (Chrysler, Dodge, RAM, Jeep, Fiat and Alfa Romeo). Several of the these have been SRT models including a Charger, Challenger, Challenger Hellcat Widebody and Challenger Redeye Widebody. The TRX is my fourth RAM, previous trucks being a 3500 Cummins Dually, 2500 Limited Cummins and my 2020 Limited 1500 ecoDiesel that I traded for the TRX. All vehicles have been purchased from the same dealer here in Miami, Florida as the owner is a good friend.

My dealer has been great and has been on top of this from day one, I cant praise them enough. Kathryn from RAMCares has been very supportive as has been my case manager with RAM Customer Support.

I ordered my truck on 8/24/2020, it was built early January and delivered Friday January 29, 2020.

I was there when it arrived on the truck and at first I was very excited until I noticed the damage. All of the damage luckily are bolt-on parts and there is no body, interior, frame or undercarriage damage. It appears that while being loaded onto the railcar or one of the trucks it hit s large piece of metal that damaged the following:

1) Front right lower control arm
2) Front right wheel
3) Front right wheel damaged the front right brake caliper
4) Font right tire is being replaced as the dealer feels the tire bead may have damage
5) Right rear shock assembly

Here are some pictures:

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cortc

cortc

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All the parts have arrived, including the front left lower control arm and another wheel and tire that has a scratch and a chunk of tire tread missing that the dealer also wanted to replace, except for the brake caliper and the shock. These parts are the ones holding-up the repair and the ones that everyone is trying to get expedited.

I am somewhat frustrated with RAM as it seems that if they really cared these parts would have been expedited and delivered already. The service director also a good friend says it is a half days job including the alignment check and its good as new again. Meanwhile my $90K+ RAM TRX is sitting waiting for parts.

I want to clarify that Kathryn and my case manager have been great, the issue on RAMs part is in the lack of adequate processes and escalation options to resolve problems. They handle a $90K vehicle the same way they do a $20K Compass and one of there better customers the same way they do a one time buyer.
 
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Johnny@JustBoltOns

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That's crazy! Glad they are taking care of you but that's probably a deal breaker for me even if they are keeping all this off the carfax report.
 

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I would say it fell off the ramp on the right side when they tried to load it on the rail car
 

edgecomb60

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That is a bit strange for being "loaded" on a truck or rail. The lower control arm looks like it hit something at higher speed, considering the groves from front to back The fact the the right rear shock assembly piston is broke also seems like they ran over something at speed... just my humble opinion as I've never seen anything like this from loading many trucks from my towing days. Any chance the truck stores highest speed or somethign that shows how it was transported to the rail?
 

Johnny@JustBoltOns

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That is a bit strange for being "loaded" on a truck or rail. The lower control arm looks like it hit something at higher speed, considering the groves from front to back The fact the the right rear shock assembly piston is broke also seems like they ran over something at speed... just my humble opinion as I've never seen anything like this from loading many trucks from my towing days. Any chance the truck stores highest speed or somethign that shows how it was transported to the rail?
My thoughts exactly, if it wasn't a loading accident, this TRX definitely got "abused" in some way.
 

edgecomb60

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I would say it fell off the ramp on the right side when they tried to load it on the rail car
Looks like the rear shock piston is bent, what did they do grab another trx and hook a strap to it to pull it off the ramp?
 
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cortc

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That's crazy! Glad they are taking care of you but that's probably a deal breaker for me even if they are keeping all this off the carfax report.
I am a car guy and also very experienced working on vehicles including building custom rides. I spent an hour inspecting it personally, its all bolt on and being handled well; it will not show up on any Carfax or vehicle history. Turns out transport damage is unfortunately somewhat common, as long as it is not frame or body damage it is repaired and the vehicles are put on the lot and sold without any issues.
 

edgecomb60

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I am a car guy and also very experienced working on vehicles including building custom rides. I spent an hour inspecting it personally, its all bolt on and being handled well; it will not show up on any Carfax or vehicle history. Turns out transport damage is unfortunately somewhat common, as long as it is not frame or body damage it is repaired and the vehicles are put on the lot and sold without any issues.
Make sure the rear axle shock mount is not bent, maybe someone that has a trx can measure shock mount to shock mount to make sure your's is not off. I'm surprised the piston broke and is bent without any other surrounding damage. Not doubting you, just to double check
 
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cortc

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My thoughts exactly, if it wasn't a loading accident, this TRX definitely got "abused" in some way.
The truck arrived in transport mode with 11 miles and I checked the top speed (53) and max Gs .71 (F/R) .57 (L/R) as well as 0-60 (12.55) etc. Nothing was out of the ordinary and all the others that have arrived have had from 10-13 miles on them.
 
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cortc

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Make sure the rear axle shock mount is not bent, maybe someone that has a trx can measure shock mount to shock mount to make sure your's is not off. I'm surprised the piston broke and is bent without any other surrounding damage. Not doubting you, just to double check
That was checked right away and it was to specification, no damage or difference to another TRX that arrived the same day. The alignment is still spot on and frame was also laser checked and its spot on.
 

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That is a bit strange for being "loaded" on a truck or rail. The lower control arm looks like it hit something at higher speed, considering the groves from front to back The fact the the right rear shock assembly piston is broke also seems like they ran over something at speed... just my humble opinion as I've never seen anything like this from loading many trucks from my towing days. Any chance the truck stores highest speed or somethign that shows how it was transported to the rail?
All trucks from the plant are driven on the road from the plant down the street to the Mopar shop.

I have to question how did that shock get destroyed so badly? I can understand everything else but did the truck fall on the mount? Did something hit the shock rod so bad it broke?
 

edgecomb60

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That was checked right away and it was to specification, no damage or difference to another TRX that arrived the same day. The alignment is still spot on and frame was also laser checked and its spot on.
Glad to hear, would love to see the security footage of that one.
 
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cortc

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Based on the damage it was definitely a large metal object that was run over then made contact with the rear shock strut. It is hardened so the impact cracked it at the base. The RAM regional technical engineer was at the dealer last week and also looked at it and said it looked like a ramp impact. Even the RIM damage shows the sign of something metal and with a sharp edge. Looks like it came off the ramp moving around 5 miles an hour, the ramp kicked up and struck the rear shock and the truck came to a stop.

When they are loading and offloading they sometimes move a little faster than they should. The big question is where in the trip from factory to dealer lot was the damage caused and did the individual who was moving it realize it or not? I am sure it made some sort of noise...
 

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Based on the damage it was definitely a large metal object that was run over then made contact with the rear shock strut. It is hardened so the impact cracked it at the base. The RAM regional technical engineer was at the dealer last week and also looked at it and said it looked like a ramp impact. Even the RIM damage shows the sign of something metal and with a sharp edge. Looks like it came off the ramp moving around 5 miles an hour, the ramp kicked up and struck the rear shock and the truck came to a stop.

When they are loading and offloading they sometimes move a little faster than they should. The big question is where in the trip from factory to dealer lot was the damage caused and did the individual who was moving it realize it or not? I am sure it made some sort of noise...
Like they could hear anything over the clicking and screeching. Lol
 

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Supposedly the transport company is investigating as the parts total is $7K, the shock assembly alone is $2,800 MSRP...
How much that huge control arm?
 

Johnny@JustBoltOns

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I am a car guy and also very experienced working on vehicles including building custom rides. I spent an hour inspecting it personally, its all bolt on and being handled well; it will not show up on any Carfax or vehicle history. Turns out transport damage is unfortunately somewhat common, as long as it is not frame or body damage it is repaired and the vehicles are put on the lot and sold without any issues.
Well thats good to hear!!!
 

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looks like he might have slipped off trailer, those drivers load and unload without spotters and the truck being wider than he’s used to. just my first thought. good luck!
That would be my guess also. From the looks of it the truck was moving at a good clip to sheer of the shock. Probably should have taken a picture of the rear corner of that trailer.
 

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