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-   -   New '11 Ram, Little Problems with the Big Horn...and a huge kudos to Tacoma Dodge. (http://www.ramforumz.com/showthread.php?t=122077)

ArmyofOne 09-21-2012 09:32 PM

New '11 Ram, Little Problems with the Big Horn...and a huge kudos to Tacoma Dodge.
 
Well after putting 8500 miles on my truck on a road trip, then another 1,000 or so since I have been back, I have noticed a few issues and decided to get them taken care of. List of issues so far (none major except maybe the first one).

-Torque Converter noise. Sounded like a card in a bicycle wheel. It turns out the dealer says it was the thrust bearing on the converter.

-Torn weatherstripping (R/R cab) on the cab itself, but in the door opening:

http://i248.photobucket.com/albums/g...ps284545a8.jpg

-Torn rear seat cover...apparently the dog needs his nails trimmed or something. :doh:

http://i248.photobucket.com/albums/g...psf64a3d60.jpg

The interior warranty by AutoQual covers this little oops. :shy: The new rear seat is on order.

-Paint issue, the paint appears to be bubbling on the right rear of my cab, right before my bed:

http://i248.photobucket.com/albums/g...ps20ef47f4.jpg

We are still unsure what exactly this is. It looks like a botched repaint, but other than this, the body shop techs can not find ANY evidence of a repaint or repair and there is always some. Steve Maddox, Service Manager for Tacoma Dodge said more than likely it is a defect in worksmanship from the factory, and a BAD one at that. I told him it seems to be getting worse and I wanted it taken care of. It was NOT there when I purchased the truck (I believe I would have seen something like this).

My experience from the get-go with these hiccups has been nothing short of...well...phenomenal. Tacoma Nissan/Ram/Chrysler/Jeep/Dodge has been simply a pleasure to work with. Their service director (Eric) emailed me to congratulate me on my purchase and to ask if there was anything he could do. I responded by politely explaining my 4 issues here, and he said:

"Bring it right in, right away and we will take care of everything. Ask for me when you come in, and if we do not have another Ram for you to drive, I will let you take my New Longhorn."

Turns out they did not have another Ram, and he did offer me his Longhorn...but not wanting to catch longhorn fever (remember what happened when I caught Hemi fever? ) I declined and thanked him for his offer, and he asked me if I cared what I was driving. I said anything but a Nissan Puke (Juke). He had a tech bring around a '13 Altima and asked if I was cool with it. I absolutely was. While it is not a Ram, it gets 40mpg so far on the highway. I am ok with that.

When I bring the loaner back, I do not have to fill it, wash it or anything, Eric said just bring it back as is and they will take care of it. In addition to this, they are throwing in a trans filter change free of charge, since they have to take the transmission apart anyway.

I got home to an email in my inbox reading:

Quote:

Mr. Morrison,

Thank you so much for bringing the issues with your new Ram to our attention. We want you to know that we strive to sell the best vehicles to the best customers. I am absolutely appalled that there was a vehicle on our lot that was sold in anything less than perfect condition and especially at that price.

I just wanted to tell you that I am profoundly sorry for this inconvenience and would like to extend you one of the following coupons as a courtesy:

-$1,000 off any vehicle purchase up to $20,000;
-$2,500 off any vehicle purchase from $20,000-$30,000;
-$5,000 off any vehicle purchase of $30,000 or more;

Valid at any Chrysler Corporate Dealership or Franchise Dealership in the United States. This offer is also valid in addition to any and all other incentives/rebates you may receive. It doesn't have to be this dealer, this is a nationwide Chrysler Corporate Coupon that never expires. They should be arriving to you by mail. Simply present it at your next vehicle purchase. If this does not suit you, please respond to this email letting me know how we can make you happy.

As for your issues, I have personally checked on them. The parts are on order and you may keep the loaner car for as long as we have your Ram. If this loaner car at any time does not fit your needs, let us know and we will find you one that does, and all of your repairs will be done free of charge. If this problem is not fixed to your satisfaction after 3 attempts by us to rectify the situation, my dealership will buy it back for the full purchase price plus taxes and finance charges, and refund your down payment or apply it to a different vehicle on our lot should you so desire.

Remember, if there is anything at all that I or my staff can do to make your experience with us more pleasant, please do not hesitate to ask.

Sincerely,

Phil Bivens-Owner
Tacoma Nissan/Dodge/Chrysler/Jeep/Ram

Now that's SERVICE.:smileup::smileup::smileup:

PaulMys 09-21-2012 09:47 PM

Wow, that is great man. ALL dealers should give service like this. My dealer has the same policies (thank god). It it SO nice not to have to worry if you have a problem!

Excoastie 09-22-2012 07:05 AM

Holy crap Batman!

With service like that, I'd be tempted to go cross country to buy my next vehicle.

glad that they're taking care of you, and hope the truck is back home again soon

Exco

Arth 09-22-2012 07:24 AM

So 5,000 off any purchase over 30k?? Wonder if I could squeeze that out of my dealer if they get the perfect 2013 Laramie I might... oh no.. :LOL:

ArmyofOne 09-22-2012 01:45 PM

I think it has to be a new vehicle...I got the coupon's this morning. It is a Manufacturer's Rebate Corporate Customer Coupon (mouthful).

Its only valid for me...Wish I could pass it off to someone here. As much as I love my truck, I am going to have it for a VERY long time. With any luck...itll be 2025 before I am even remotely interested in something new.

uktitus 09-22-2012 11:16 PM

It is so good to know that there are great dealers out there which will work for their clients.I don't understand those dealers which fight their clients on any issue, it just does not make long term business sense to me.

ArmyofOne 09-23-2012 02:05 PM

Wow...more news.

Chrysler Regional VP drove 45 miles from Seattle on a sunday morning to look at my truck before the body shop gets hold of it.

He wants the bed, bumpers, hood, fenders, chrome trim, glass and lights removed and the truck stripped and completely repainted. He called me personally said the truck was part of a small batch of 10 trucks whose paint job was bad from the factory. In several places that he saw (I didn't see them, but I can go with it), the base coat had begun lifting from the primer. He asked if it was OK with me if their body shop repaints my truck. (DUH :D) 4 weeks to do a color change at a cost for only paint, 1 to re-paint in Brilliant Black Metallic Pearl (factory original). Time difference is due to how much they have to paint to match (under carpet, inside engine bay, etc) if they change color. He wants it done right so all the removal and reinstallation of all components will take place either way. Its getting a complete repaint so they aren't just doing spot repairs and blending all over the truck. I asked if they could smooth out any dings when they do it and he said they will.

I told him to keep it factory and do whatever he feels necessary. Unbelievable customer service.

I should see if they will paint all my interior silver trim black...

Arth 09-23-2012 06:38 PM

Should drive my 09 over and show him the orange peel. Awesome to hear your getting taken care of. Now your truck will look better than the new 2013s! :smileup:

ArmyofOne 09-23-2012 10:36 PM

My dad asked "For the trouble they are going do, how come they don't put you in a new one?"

Let's see. Pay someone $20/hr to repaint the truck... (at best $5,000).

Or give me a new one and take a $50,000 hit. I wont take less than a Laramie or Sport. :D

ShawnC13 09-23-2012 11:42 PM

Now that is some serious customer service. Must be reassuring to know you have a dealer like that behind a warranty


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