@RamCares Support - How to get help

[mack1212]

Hi all

the @RamCares folks are active on the board.

Per their comment below (from today Feb 9th), best to private message them with info on your VIN and your issue and they can try to help.

@KnightMare & other mods @Nitro, can you lock this thread, pin it to the top, and that way folks know how to get assistance?

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RamCares said:
Hi @KnightMare, we are truly sorry for any trouble! Please know that our team is only a private message away and is more than willing to escalate your concerns to a case specialist for further support.

Kathryn
Ram Cares

 

[Engine45]

How long does it take for a response. I sent a message and haven’t heard a thing. My rear camera has been inop since day one I took delivery. Now there’s a recall on them. Service kid tells me it’s a 3 month wait on the part. I found 5 mopar parts vendors that have it in stock.

 

[Alienhead]

How long does it take for a response. I sent a message and haven’t heard a thing. My rear camera has been inop since day one I took delivery. Now there’s a recall on them. Service kid tells me it’s a 3 month wait on the part. I found 5 mopar parts vendors that have it in stock. View attachment 118533

Don't believe what you read on Mopar parts vendor sites. In most cases you can order the part they say they have and then they email you and tell you its on back order. Service people are great for many things. Finding parts is not really one of them. Use a parts counter person. We can see the inventory of all the dealers in the United States. We can also see how many are on order and for how long. Often we can see ETA's for back order parts. Msg me the last 8 digits of your vin and I will look into it.
Also @RamCares is amazing at many things. And they may have levers to pull that even I don't know about. But in many cases they start by calling a dealer to get baseline information. I am offering that info here. It will help them as well.

 

[PhoenixTRX]

I called Ram Cares instead....

....ultimately my 'issue' got escalated within RC to a regional Manager who deals directly with all the Service Managers/etc. Not only was the issue resolved but further negligence by the original dealer was discovered (and apparently dealt with/internally "Policed" too). By formative past and current Profession - I take insane notes which certainly helped (statements/witnesses/location/clothes they were wearing/etc... yah, that level . <- Certainly helped!

My current dealer/Service Mgr. picks up by the (provided) personal cell# second ring and my last concern (I/C coolant while driving back to Phoenix from SEMA) - he insisted I bring my TRX there (37 miles from our home) - even had a shuttle driver and Enterprise minivan staged. Within 24hrs I had the TRX back (night prior he called noting all the work (including extra testing) they had done upon discovering the causation and if he could drive it home for the night to be 'extra sure'. Nothing would have happened nor this TRX Bro'mance without Giselle/RamCares assistance. Likewise I've done everything possible beyond generic email surveys to recognize him, their dealership and Giselle/RC (direct emails to key folks/hierarchy/etc.).

Agree with @Alienhead , countless online MOPAR parts sites didn't physically have the part in stock (despite their notations). <- Memorable new forum resource too for tribal (realistic) knowledge as to parts and the process! I learned there are different internal priorities for inventory vs. a vehicle 'out of service' and also the various distribution centers (and varying status - like when a Tier 1 supplier has shipped the part to MOPAR to then forward to the dealer.

From:
Date: February 10, 2023 at 10:23:52 PM MST
To: [email protected]
Subject: Re: [EXTERNAL] Your recent service at Airpark Dodge Chrysler Jeep Service

Addison -

It wasn't pleasant.

A cruise on the Costa Concordia arguably would have gone smoother including clear + concise communication throughout.

Go and ask Todd/Service Director (who thankfully got involved and 'ran point' the past couple of weeks).


I have 1/2" binder of emails/notes/etc. related (including escalation(s) to RAM Cares, then their internal escalation(s) that ensued).


There is a ton that could be improved, but other than Todd and Kimberly/Jackie (who helped with a loaner/then rental)... I don't think anyone cares. The cold large coffee left in my TRX at pick-up this week (after a month at Airpark RAM (3rd related service visit) was the final 'canary in the coal mine' indicator.


It's really a shame as I'd like to patronize and recommend Airpark RAM in the future.

Iain -

---

From: Addison <[email protected]>
Sent: Friday, February 10, 2023 12:04 PM
To:
Subject:[EXTERNAL] Your recent service at Airpark Dodge Chrysler Jeep Service

CAUTION! This email originated from outside of the organization. DO NOT click links or open attachments unless you recognize the sender and know the content is safe.

---

Hi Iain,
I noticed that you recently brought in your 1500 for service.
We hope you had a pleasant experience with Airpark Dodge Chrysler Jeep Service.
Is there anything that we could improve?
Thank you very much,
Addison | Service Assistant
Airpark Dodge Chrysler Jeep Service
www.airparkcars.com

P.S. If you don't want to receive these emails in the future, just reply and let me know.

 

[Engine45]

Thank you guys for the info . Have a happy New year.