2023 HD Crowdsourced Order Tracking & Waiting Room

[OldGuy87]

RANT WARNING !!

Ram Cares….. I have trouble believing they do. I reached out in a private message and this is the response I got

”Thank you for following up with us and providing this information. We do understand your frustration as we know the long wait for your new vehicle is not ideal. We see that the last contact from your case manager was on 6/7/2023 and they had no new information at that time. Please know, your order is being watched and you will absolutely be contacted with any new updates as they become available. We have noted your outreach here on your case to reflect your concerns. Please also continue reaching out to your ordering dealer in the meantime for the quickest response! Thank you.”

Basically, we looked at your case, we don’t know what’s going on and don’t care enough to find out. Call your dealer. Apparently my dealer is just as useless as Ram Don’t Care…. We are “watching you case”. I can watch the tracker as well as they can. I have pretty much run out of patience with this crap. Day 237 since ordering and day 127 since Built. Time for me to get serious about finding another truck from some other BRAND, Ram has already caused me to cancel a major trip with a camper I can’t move without a truck.. ( My fault for believing the truck would show up within 6-8 weeks of the “estimated delivery date”)

I know some of you have been waiting longer than me… I hope you get the truck of your dreams, me I’m having night mares about this situation, and think I’m going to go elsewhere.

Best of Luck to all of you.

 

[Scherm]

RANT WARNING !!

Ram Cares….. I have trouble believing they do. I reached out in a private message and this is the response I got

”Thank you for following up with us and providing this information. We do understand your frustration as we know the long wait for your new vehicle is not ideal. We see that the last contact from your case manager was on 6/7/2023 and they had no new information at that time. Please know, your order is being watched and you will absolutely be contacted with any new updates as they become available. We have noted your outreach here on your case to reflect your concerns. Please also continue reaching out to your ordering dealer in the meantime for the quickest response! Thank you.”

Basically, we looked at your case, we don’t know what’s going on and don’t care enough to find out. Call your dealer. Apparently my dealer is just as useless as Ram Don’t Care…. We are “watching you case”. I can watch the tracker as well as they can. I have pretty much run out of patience with this crap. Day 237 since ordering and day 127 since Built. Time for me to get serious about finding another truck from some other BRAND, Ram has already caused me to cancel a major trip with a camper I can’t move without a truck.. ( My fault for believing the truck would show up within 6-8 weeks of the “estimated delivery date”)

I know some of you have been waiting longer than me… I hope you get the truck of your dreams, me I’m having night mares about this situation, and think I’m going to go elsewhere.

Best of Luck to all of you.

Customer service only has a limited set of quills in their quiver. The resolution to your issues requires them to elevate the issue up the food channel and from my own industry experience, that doesn't happen because it draws attention to their department. Every industry seems to have a quick elevation path. In health insurance, you write to the contact and cc the Department of Insurance. The depth of ins elevates and looks for a 24 hour turnaround on the decision. The question...what is Ram's kryptonite?

 

[Husker1972]

RANT WARNING !!

Ram Cares….. I have trouble believing they do. I reached out in a private message and this is the response I got

”Thank you for following up with us and providing this information. We do understand your frustration as we know the long wait for your new vehicle is not ideal. We see that the last contact from your case manager was on 6/7/2023 and they had no new information at that time. Please know, your order is being watched and you will absolutely be contacted with any new updates as they become available. We have noted your outreach here on your case to reflect your concerns. Please also continue reaching out to your ordering dealer in the meantime for the quickest response! Thank you.”

Basically, we looked at your case, we don’t know what’s going on and don’t care enough to find out. Call your dealer. Apparently my dealer is just as useless as Ram Don’t Care…. We are “watching you case”. I can watch the tracker as well as they can. I have pretty much run out of patience with this crap. Day 237 since ordering and day 127 since Built. Time for me to get serious about finding another truck from some other BRAND, Ram has already caused me to cancel a major trip with a camper I can’t move without a truck.. ( My fault for believing the truck would show up within 6-8 weeks of the “estimated delivery date”)

I know some of you have been waiting longer than me… I hope you get the truck of your dreams, me I’m having night mares about this situation, and think I’m going to go elsewhere.

Best of Luck to all of you.

I certainly understand your frustration, although it has only been about 3 months since mine was built. Can’t understand why it is so difficult to locate and get the status of a $80k+ truck. My dealer’s helpful response was the KZLD means that my truck was already loaded on a railcar and as soon as the railcar was full, it will be moved. I’m starting to look at alternatives as well. I have a 6 week vacation planned with the travel trailer starting in mid August and it’s going to be hard to take that with an imaginary truck. I’ve been promised four different call backs from Ram Cares and have yet to receive one.

 

[popeye2002]

Funny, my truck is a needle in a haystack only 40 minutes away from me for now. I hoped to be trucked down to Lake Charles soon.

Awesome!! maybe we will see you there, except I'm flying in from Seattle and driving the 40 hours back.

 

[Alligator John]

Hang in there a little longer Our build dates are only a week apart if I remember. Mine shipped out from Mexico at the end of May even though Anthony told me a week ago that it was still in Mexico. It's a terrible system with no accountability, but I bet your not far out from shipping if not already. We obviously like the product or we would not subject ourselves through this Stellantis mess. I had found a truck that was almost the identical build as mine at a local dealership. I was going to look at it tomorrow, then the email from MD that mine reached it's last rail stop came today. I probably would have bought it, if that email had not come. Glad it did as it would have cost me more $ in the end. Got my fingers crossed for you.

 

[Husker1972]

Customer service only has a limited set of quills in their quiver. The resolution to your issues requires them to elevate the issue up the food channel and from my own industry experience, that doesn't happen because it draws attention to their department. Every industry seems to have a quick elevation path. In health insurance, you write to the contact and cc the Department of Insurance. The depth of ins elevates and looks for a 24 hour turnaround on the decision. The question...what is Ram's kryptonite?

I’ve run a few help desks and the “care” that a customer gets is based on the metrics used to evaluate help desk performance. In the case of Ram Cares, my guess is that principal metrics include answer time (I’ve been surprised at how quickly calls are answered) and first level courtesy (the individuals I’ve talked to have always been very courteous). Problem is that they’re not empowered to do anything other than try to kick the can down the road or “elevate” to the next level (which clearly has no metrics regarding timely ticket closure). At the Pentagon we used to jokingly say, “An action passed is an action completed.” In two weeks of dealing with Ram Cares I’ve not gotten anyone to even tell me where my truck is or what the plan is to get it to me.

 

[Alligator John]

Awesome!! maybe we will see you there, except I'm flying in from Seattle and driving the 40 hours back.

I am leaning to have it trucked back up. I am only 350 miles out so it should not cost that much especially if I weigh it against airfare down, lodging, and fuel back. I have waited this long, a few more days will not matter.

 

[popeye2002]

Funny, my truck is a needle in a haystack only 40 minutes away from me for now. I hoped to be trucked down to Lake Charles soon.

Yikes... is yours that white one in the middle? I thought maybe our trucks were neighbors right now but my notification letter says "Your vehicle is currently at Port Allen, the last stop before arriving at the dealership. The timeframe could vary from 1 to 21 days."

 

[popeye2002]

I am leaning to have it trucked back up. I am only 350 miles out so it should not cost that much especially if I weigh it against airfare down, lodging, and fuel back. I have waited this long, a few more days will not matter.

I agree on getting it shipped vs cost to do it yourself. I, am looking forward to the trip through Utah on the way back to Washington State but my estimate for shipping is about 3K

 

[SalMeatballs]

But Honey, those are the upgrades we ordered it with ?????? no?

She knows most of what it has because I was pissed that the old days of special ordering any MOPAR option no longer exists.

 

[brv10]

I certainly understand your frustration, although it has only been about 3 months since mine was built. Can’t understand why it is so difficult to locate and get the status of a $80k+ truck. My dealer’s helpful response was the KZLD means that my truck was already loaded on a railcar and as soon as the railcar was full, it will be moved. I’m starting to look at alternatives as well. I have a 6 week vacation planned with the travel trailer starting in mid August and it’s going to be hard to take that with an imaginary truck. I’ve been promised four different call backs from Ram Cares and have yet to receive one.

No railcar yet.

 

[Edlee]

Got some more good news today truck done went to KZ and went from Aug 5th DD to July 13th! Hope all this holds true or close to dates anyway wanting to try it out on trip to beach at siesta key in Florida haven’t even seen ocean in over 30 years hope it all comes together!

 

[Edlee]

I know things have finally turned loose a lot more for any and all manufacturers and I know a lot of guys are still stuck in shipping nightmare but it does seem like new management has really been making things happen on a more professional level than what they had been and I hope everyone gets there new ride shortly

 

[Husker1972]

No railcar yet.

Thanks for checking. I was pretty sure that was the case. As for “waiting for the railcar to fill up” is so absurd that I had to include it. Since there are probably several hundred trucks coming off the line every day it would have to be a pretty big railcar to not fill up in a matter of minutes.

 

[Big M]

Today marks exactly 8 months since I placed my order, built, but yet to be shipped.

 

[Husker1972]

Ok, friends on the forum. Today I received the following from Ram in response to two weeks of calls to their Ram Cares help desk:

Congratulations on ordering your all-new Ram! We are excited to get your vehicle shipped to your dealer as quickly as possible and want to assure you that your order has our attention.
We will be monitoring your vehicle order throughout the production and shipping process. We have opened this special tracking file to help to provide you with available status updates along the way.
Your vehicle has been built and is now awaiting shipment. Once your vehicle begins shipping, you will see movement in the tracker. We have provided a link to this tracker for your convenience.
If you have any outstanding questions or order update inquiries, we do encourage you to reach out to your ordering dealership for the fastest response possible. Additional email communications provided to this email are un-monitored and will be responded to once additional updates are available to share.
Thank you for your loyalty and we’re proud to have you as a member of the Ram Family!

This is one of the most insulting responses I’ve ever received in my life from a “customer service center.” So this essentially says that, even though I took the time to contact them both by phone multiple times and by email clearly explaining that I want to know why my truck has been stuck in some sort of Stellantis black hole for over 3 months, they are not going to spend any time trying to find out what’s going on and I’m supposed to rely on the tracker that tells me nothing. (I did delete my order number and link when I cut and pasted the above). I essentially got the same from Lex at Ram Cares, who referred me to this nothing answer from the case manager. My goodness, if I had run my customer service operations this way as a program manager I would have been gone in a day. I had expected at least a little effort on their part. And, of course, they refer me back to the dealership that seems to be as clueless as they are. What a disappointment.

 

[Alligator John]

Sorry to hear. Sadly it is likely you are one of hundreds getting the same canned answer.

 

[pacnw1963]

Ok, friends on the forum. Today I received the following from Ram in response to two weeks of calls to their Ram Cares help desk:

Congratulations on ordering your all-new Ram! We are excited to get your vehicle shipped to your dealer as quickly as possible and want to assure you that your order has our attention.
We will be monitoring your vehicle order throughout the production and shipping process. We have opened this special tracking file to help to provide you with available status updates along the way.
Your vehicle has been built and is now awaiting shipment. Once your vehicle begins shipping, you will see movement in the tracker. We have provided a link to this tracker for your convenience.
If you have any outstanding questions or order update inquiries, we do encourage you to reach out to your ordering dealership for the fastest response possible. Additional email communications provided to this email are un-monitored and will be responded to once additional updates are available to share.
Thank you for your loyalty and we’re proud to have you as a member of the Ram Family!

This is one of the most insulting responses I’ve ever received in my life from a “customer service center.” So this essentially says that, even though I took the time to contact them both by phone multiple times and by email clearly explaining that I want to know why my truck has been stuck in some sort of Stellantis black hole for over 3 months, they are not going to spend any time trying to find out what’s going on and I’m supposed to rely on the tracker that tells me nothing. (I did delete my order number and link when I cut and pasted the above). I essentially got the same from Lex at Ram Cares, who referred me to this nothing answer from the case manager. My goodness, if I had run my customer service operations this way as a program manager I would have been gone in a day. I had expected at least a little effort on their part. And, of course, they refer me back to the dealership that seems to be as clueless as they are. What a disappointment.

And if I had to guess from reading it, it is a standard reply that they just choose from. Just a bunch of fluff and hot air...and the beat goes on.

 

[Husker1972]

And if I had to guess from reading it, it is a standard reply that they just choose from. Just a bunch of fluff and hot air...and the beat goes on.

Yes, absolutely no doubt in my mind. For a canned answer it’s not even a very good one. So, after telling me how happy they are that I chose Ram, they go on to essentially say “we’re not going to pay any attention to the things you’ve brought to our attention,” and “it’s not our policy to follow up on anything.” Finally they end by saying, “go talk to your dealer,” as if I were to stupid to have not come up with gem of wisdom on my own. Then it’s capped off by Ram saying, “if you don’t like our answer, tough sh**, as we don’t monitor responses to our reply to you.” To summarize: Don’t bother us with your silly questions. We’ll get you your truck when we get around to it and you should be happy enough that we’ve acknowledged that you asked us a question.

 

[Scherm]

Yes, absolutely no doubt in my mind. For a canned answer it’s not even a very good one. So, after telling me how happy they are that I chose Ram, they go on to essentially say “we’re not going to pay any attention to the things you’ve brought to our attention,” and “it’s not our policy to follow up on anything.” Finally they end by saying, “go talk to your dealer,” as if I were to stupid to have not come up with gem of wisdom on my own. Then it’s capped off by Ram saying, “if you don’t like our answer, tough sh**, as we don’t monitor responses to our reply to you.” To summarize: Don’t bother us with your silly questions. We’ll get you your truck when we get around to it and you should be happy enough that we’ve acknowledged that you asked us a question.

Why would these trucks be so delayed? My dealer told me that I was going to be on a train today...wrong. But, he also said that there were 14,000 vehicles waiting to be shipped. If that's true, this group is just a small (but important) piece of the issue. All I want is an explanation telling me why my 9/13/2022 order is still open and what are they going to do to make me happy.