Horribly disappointed with Ram care Canada.

[Pressure_welder]

So! i dont want to sound like a broken record, but figured id throw a dedicated post up with my experience with Ram Care. Quick backstory, i ordered a 2022 ram 5500 laramie from factory which i received in November. The dealership experience was lack luster at best "shouldve just stayed with my origional dealer" anyway got the truck outfitted and finally got it to work shortly after christmas. Was able to attain a massive 7500KM on the truck before the good old service def system and de-rate came on, made it back to my shop with basically just enough KM to get it to the dealer. The earliest the dealer could get me in was 11 days after the issue took place as they were packed with other ram trucks down with emissions equipment issues which is fine iam no more special than anyone else ill stand in line. The day the truck went down i rented an SUV as my wife and i rely on two vehicles for our family.... sports/work/commute blah blah. I was asked by the dealer to keep my truck in the garage so it could stay warm so when i drove it in for my appointment they didnt have to thaw the tank of def. On my way to the dealer this morning the message goes away and dosent come back..... i ask what they want me to do and as per the diesel tech i am to just continue driving the truck as it may have "cleared" itself. ok fine! i shall. So ill return my rental today which will be a 2500$+ bill

Earlier in the week i go to see my lawyer on an unrelated issue for work, and he asks where my brand new truck is! and i say shes down already at 7500km and i cant get in for a week. He immediately starts speaking from a lemon law side of things and says Ram should be covering that all day for a truck so new. So i decide to contact Ram Care canada to inquire about some help/support..... after being a loyal customer for so many years and spending 100k+ on a truck i had foolishly thought that this may be a simple fix that would make me a happy customer having them cover my vehicle rental... as i do understand that things break. But sorry, 7500km to be down already and commanding a 105,000$ price tag is unreasonable.

Ram Care Canada, was so extremely dismissive and robot like. Zero empathy for the situation, the language barrier was horrendous and i could tell immediately that they wanted to find any loop hole to get out of helping me the second i was done explaining my story. I actually wasnt even that angry about the entire situation until i was able to witness how quickly they were to blame everything but themselves.. The ONLY way i was eligible for a rental vehicle in this situation was if the truck physically sat at the dealership for the last week versus my garage as per the dealers recommendation. Ram care lady even said yes, your vehicle KM is extremely low and upon review we would have provided you a vehicle but only if it sat at the dealership parking lot. She also said, that because the dealership techs told me to keep the truck in MY garage that my only course of action is to ask them if they'll cover the vehicle rental bill. I tried to explain to her that its a welding truck and has an obsene amount of money in tools/cables/welder/bottles on it and theres no way its sitting in a dealership parking lot for a week. Her response was, thats fine sir but thats the only way we wouldve given you a vehicle. So to end the conversation i asked if FCA was willing to do anything to keep me as a customer, and she said as if a robot. ( This is FCA's position on the matter, can i help you with anything else today, if not id like to end this conversation)

Who knows maybe i am out of line wanting my rental vehicle bill paid, while i watched my brand new truck sit in the garage not able to move while i drove a rental. But i am extremely upset with how i was so easily dismissed by Ram. Ill take it further than Ram care because its the principal now for me more than anything. But i must say this experience has put a bad taste in my mouth. The biggest problem is, i think we all know this message WILL come back and ill likely be right back to square one at some point. Did the math yesterday and between the rental, and the contract we lost due to the truck being down well have lost just under 16,000$ boo hoo i know. But its a serious kick to the balls when i purchased this truck with reliability in mind and to be a backbone of the business.

 

[Greenhills]

Sorry to hear about your issues. Customer service does not exist anymore and they flat out don't care.

If i owned a new diesel truck for pleasure, i would leave it emissions intact. If this trucks job was to make me money? I would delete it instantly. You live in Canada, its still easy to do here.

 

[Pressure_welder]

Sorry to hear about your issues. Customer service does not exist anymore and they flat out don't care.

If i owned a new diesel truck for pleasure, i would leave it emissions intact. If this trucks job was to make me money? I would delete it instantly. You live in Canada, its still easy to do here.

Yessir! there are some hurdles regarding the annual safety but luckily i have a way around that. Ive decided to give the truck the 3 strike rule..... 2 more times down and iam deleting it, i just simply cant afford to operate like that itll literally ruin me. Again i am not trying to sit here and attain sympathy or cry and complain, i just wanted to make my experience as public as humanly possible. Quite frankly this is horseshit support. Id be out of business if i had PR like that. I canceled my wifes wagoneer order this morning until this is resolved and i told ram care that and she didnt care at all, literally said nothing. Ill go buy her a yukon if i dont get support. But yes your right, gone are the days of trying to make the customer happy, again i dont feel i am being unrealistic!

 

[ClawSS]

I wish I could lose a minimum of 15k x3 before I was fed up. Heck, I lose 1.5k on a non-fix set of uplevel shocks and my anxiety goes through the roof!

Good Luck, but as said, you are in Canada....just get it done.

 

[Pressure_welder]

True enough, i dont know why this particular truck has me so nervous to delete. Ive deleted everything since 2012. I guess i sub conciously told myself when purchasing this truck i was going to be good and just keep the **** on and keep the warranty intact.

 

[tchur1]

Yessir! there are some hurdles regarding the annual safety but luckily i have a way around that. Ive decided to give the truck the 3 strike rule..... 2 more times down and iam deleting it, i just simply cant afford to operate like that itll literally ruin me. Again i am not trying to sit here and attain sympathy or cry and complain, i just wanted to make my experience as public as humanly possible. Quite frankly this is horseshit support. Id be out of business if i had PR like that. I canceled my wifes wagoneer order this morning until this is resolved and i told ram care that and she didnt care at all, literally said nothing. Ill go buy her a yukon if i dont get support. But yes your right, gone are the days of trying to make the customer happy, again i dont feel i am being unrealistic!

Genuine question, why the 3 strike rule? First strike has already caused you a ton of headache and $15k+. Would hate to have that occur 2 more times before you go the weight loss route. If I lived in Canada and made my living with my truck id be deleted in a heartbeat. Not worth the risk IMO.

 

[Pressure_welder]

Genuine question, why the 3 strike rule? First strike has already caused you a ton of headache and $15k+. Would hate to have that occur 2 more times before you go the weight loss route. If I lived in Canada and made my living with my truck id be deleted in a heartbeat. Not worth the risk IMO.

while its no excuse, the 15k is a bit of a special circumstance i suppose. I won a bid on a contract which i was unable to see through to the end, i wasnt able to fullfill my remaining two weeks of work so thats why the big loss this time around. I guess who knows what job ill be on next time could be same issue. Buddy who owns a big diesel performance shop is just on his way back from the mountains from riding so hes going to price out what a delete is worth.

 

[mountainears]

FCA is not the dealer. They would reimburse the dealer for repairs that occurred but because that didn’t happen they are not. Of course there could be some goodwill they could do here, but there is that separation between the two.

It does seem the dealer caused this issue and it’s unfortunate that they handled it that way. Have you tried talking to the dealer to see if they will reimburse you since they are the ones that you were dealing with? Tell them what FCA said and maybe some legal threats if not real responsive.

Regardless of dealership, definitely some good learning here. Get the truck checked in and the service recorded before incurring any expenses. And/or strip the truck and leave it at the dealer.


Sent from my iPhone using Tapatalk

 

[Pressure_welder]

yep i will agree, good learning experience. Technically the truck was checked in per say.... i went into the dealer driving my rental to give the vin of my ram and discuss the issues, issue recorded blah blah Previous to this i had spoken to service advisor on the phone who told me to keep it in my heated shop. Details dont really matter at this point i suppose. But yea no way i was removing everything from the truck to take it into the dealer. Again just personal opinion but gone are the days of making the customer happy or considering them number one. To me i feel the vehicle rental bill reimbursement should be a no brainer for ram but clearly more concerned about protocols to be followed to a tee i guess? and if theres a way out of not helping a customer after the sale then it seems theyll go that route.

Theres a reason i only run blue welders! excellent case of astounding customer service. Few years back i purchased a big blue 600 air pak which is north of a 40g welder. I do alot of pipe, heavy equipment etc. Had the mother board go out on a wednesday afternoon shortly after lunch of course on a job
re-attaching a lip, on a 390 cat hoe. Lotsaaaa welding 2.5" thick edge on that. Welder had maybe 100hrs, Anyway call my welding supply dealer to let him know and hes super apologetic. So he says let me see what i can do, i didnt think much of it, figure whatever ill load up my trailblazer 325 diesel and finish the job with that. 8:00 am at my shop, i am literally fueling up trailblazer in shop about to do the swap on my truck and my welding supply dealer shows up in his 5500 with an 800 dual operator big blue air pak demo... this is literally the cadillac of welding machines...... 60G all day. he drove 4 hr round trip the day previous, picked up the demo from his warehouse and delivered it to me, he picked the 600 off my truck and put the 800 on my truck and said goto work, well let you know when this is fixed. Ontop of that he went to his back seat and gave me 4 rolls of dual shield wire, miller gloves, welding jacket, and a bloody tims card. And i got MORE goodies when my 600 was repaired which took about a month. THISSSSS is customer service and why ill only buy blue, and why i only spend my money at one welding supply store. I just wish the vehicle industry was the same.... dont get me started on rvs...

 

[Pressure_welder]

well, as service tech said..... when it gets cold again itll likely come back. Sure enough on way back into shop today service def system came on again, still not reseting the countdown. It did go away after about 20 minutes though but i imagine ill see it again at the end of the day. Stuck waiting another week to get it in now but i demanded this time they bring it in and figure it out no matter if message is gone or not. Told the manager there Ill be driving it until it leaves me on the side of the road and then they can come get it with a deck truck. Supposed to warm back up tomorrow to -1 so hopefully that helps. Ontop of which buddy who owns diesel performance shop says delete tuning is being worked on but not available yet aparently. He deals exclusively with Kory Willis, and ezlynk

Still horribly disappointed with this experience as a whole, the support from Ram has been zero thus far. I know i am only one of many and am not even remotely special, but still. I think it speaks volumes though when the diesel tech, and service manager said that this is the lowest mileage 22 with def issues they've seen though.

Does anyone have an email, name, or phone number above ram cares? id love to speak to someone who isnt reading from a script. I am still staying completely calm about this situation, but expressing my dissatisfaction, and how quickly i was dismissed. Still want my original rental bill covered!

 

[H3LZSN1P3R]

Sorry to hear about your issues. Customer service does not exist anymore and they flat out don't care.

If i owned a new diesel truck for pleasure, i would leave it emissions intact. If this trucks job was to make me money? I would delete it instantly. You live in Canada, its still easy to do here.

Its not as easy as you think and still highly illegal here, also he has a 22 and a cab and chassis so its much more difficult to get done

 

[Nick]

I don't understand why these def tanks cannot be insulated for cold climates and immersion heaters added to them that you could plug in like a block heater . Obviously the heating system they have is inadequate .

 

[Pressure_welder]

Yeppp, have a safety guy who will still do my safeties if i get it deleted. BUT because i am commercial and have more of a chance of being inspected by DOT whom as part of there questioning now ask if the emissions equipment IS still intact before their inspection. He requires me to keep the entire stock exhaust system on the truck and clean out the dpf if i am going to delete, which i can appreciate. Called the other safety shops in town just to see there stance on it, and they just laughed and said no way in hell well safety a deleted truck anymore, fines are astronomical according to them. Asked my dealer if they'd still support me warranty wise if i deleted and they said no, ram requires a printed scan of the computer at every visit for any warranty related work. And he said they will go to the ends of the earth to blame any failure on the truck to the delete. Even computer items like your center stack, digital cluster, even adjustable seats as the computers been altered. Unfortunately after this research and diesel tech at dealer showing me that 2022 cummins with the fist size hole in the block with 15,000km and it costing 30,000$ to replace ive pretty much made up my mind not to delete, just soooo much red tape now. It looks like i am just in a position where i have to pray for reliability in the winters, and go the course with warranty/dealership delays blah blah.

 

[steve49]

It would seem to me that there is an easy fix to this but unfortunately, we here in the US have to deal California CARB and the EPA. But the simple fix would be when the truck senses temps drop below freezing, the computer shuts down the DEF system till temps warm up enough that the tank system won't freeze when parked or driving. Either way it needs improvement!

 

[Pressure_welder]

honestly i could care less about the emissions system, if its better for the the enviroment then fine, but make it bloody reliable then. Clearly there should be an entirely different tank/sensor setup for canadian vehicles. My biggest pet peeve is the de-rate, i think its absolute ******** that the truck forces you to either get to a dealer ASAP or park it. Sometimes thats simply not possible and can be extremely dangerous because it seems to fail more frequently at dangerous temperatures. Or my situation...... its like a bad joke, i parked my truck for over a week inside as per the dealers recommendation until my appointment, on the way to the dealer the message goes out, and he says dont bother coming in just drive it. temps warm up for 2 weeks and no message. Today message comes back and i only have like 30km left before de-rate because it wont re-set the countdown. Message goes away again..... sorry but that condition dosent give me the warm fuzzies to jump in and drive it for an extended distance, especially with the kids. Frustrating.

 

[H3LZSN1P3R]

I don't understand why these def tanks cannot be insulated for cold climates and immersion heaters added to them that you could plug in like a block heater . Obviously the heating system they have is inadequate .

Heating issue is only part of the equation the damn ultrasonic sensors are also a big part of the problem

 

[Pressure_welder]

yep i agree with sniper, the first day i called dealer. The diesel tech said he almost garunteed it was the tank level sensor. Which when it gets cold enough i guess creates a nice frosting over it and it cant sense the tank level, when its warm enough outside this frosting i guess clears and it is able to sense again. Their fix for the many 22's theyve had in for this issue, is to pull the tank, rinse it with distilled water, replace the sensor and send you on your way. So not an actual solution, just somthing to get you on the road again from what i can decipher. He also said though there is a flash available that i need which could help. I suppose well find out.

 

[Pressure_welder]

Well small update. Made it to my dealer apt with exactly 3km left and they took it right in. 3 hrs later trucks ready for pickup, they scanned the truck and zero codes somehow, drained def tank, and cleaned sensor but no crystals on it anyway. Put new def in upto 40%. Called me and basically said we found nothing wrong, other than could potentially be bad batch of def, but i get it at the truck stop so who knows. My biggest concern i asked about was IS MY derate reset? Yep for sure 100%. I drive a total of 50km and message is back and countdown has started at 40km. Sooo another call to the dealer on monday, and likely another week or more wait to get in. Iam about to get a set of matches

 

[H3LZSN1P3R]

Stupid DEF systems. They should have an error log in the system so they can figure out the issues. Why yours kicked limp mode countdown already after cleaning is very odd

 

[Pressure_welder]

Yep, i mean cant get mad at the service dept iam sure there just following the steps laid out by ram. But ya to be down immediately again iam thinking has to be a sensor of some sort. At the end of the day after a month of def BS my confidence in the truck is sure low. Feel like i need to be within 100km of dealer at all times. And it only seems to happen at -25 or lower…. Re-scedhuled some northern jobs until spring/summer anyway, dont trust the truck to make that 12hr trip in winter at this point