FINAL RESOLUTION (for now)
As a reminder - this was a real physical failure. The first air spring exploded (we heard it) and the second air spring lost air and got crushed between the frame and truck body. It looked like a kids slinky that got stepped on.
We got our truck back from the local dealer "fixed" - for now (fingers crossed). They installed a new air spring and flashed new software onto the controller per
TSB 08-073-20. The local service advisor said the previous dealer installed the replacement spring incorrectly and didn't follow the TSB to flash the software, since the Air Suspension Control Module (ASCM) accepted the new software. Had it been previously updated it would not have allowed the update this time. I can actually feel a difference in the rate of change when going from "normal ride height" to "lower bed" So the controller with the new software is behaving differently.
After the repair, when our Ram Customer Care rep heard that the local dealer was claiming the part was installed incorrectly she started to try and move the blame, and therefore the responsibility for any reimbursement, to the dealer who performed the first repair. I pitched a fit - a direct quote from my lengthy email to my customer care rep:
Now, I have the service advisor from XYZ Dodge verbally telling me her technicians are good and they installed the part correctly, it must be a defective part.
And, I have the service advisor in [my home town] verbally telling me her technicians say the part was installed incorrectly.
I have nothing in writing stating either.
It shouldn’t be my problem to resolve the conflicting claims of the service advisors from two factory authorized service centers.
A warranty part failed, was repaired, and failed again on the same day the truck was repaired. Our vacation was ruined and we were left with no choice but to incur expenses to have our trailer safely hauled home and stay in hotels as we drove our broken truck home.
To her credit, after receiving my email, the representative did take the initiative and request reimbursement for the cost of having our trailer hauled back to NM from Oregon. I FOUND OUT TODAY THAT THE REQUEST WAS APPROVED AND "THE CHECK IS IN THE MAIL." Good for FCA, LLC for trying to retain us as Ram customers and good for Janet our Customer Care Representative for seeking approval for this reimbursement!
Postscript - two things:
1) While looking for Technical Service Bulletins (TSBs) that concern air suspensions I came across something called a "GPOP - Issue Review System" notice #90044123, dated 12/11/2019. I've attached the PDF. This tells service techs the names and numbers of two people to call in Michigan when servicing Air Suspension issues. Must be a lot of issues for FCA to put out such a notice.
2) I came across a company in Canada called AirDelete <
https://airdelete.com> They make a kit for $1250 CD that replaces the rear air springs with progressive coil springs and Bilstein shocks. Seems like there must be a good demand for such kits for a company like this to start a business and stay in business. I'm debating about pulling the trigger and ripping out the air springs, but at least now I know I have the option.
Cheers!
