I am the 2nd owner of a 2016 EcoDiesel, purchased in 2019 with 55,000 miles....now has about 85,000...
I am new to this forum, and I'm not sure where to go from here...hopefully someone with a similar experience can help?...
11 days ago, my engine catastrophically failed in the middle of the interstate in traffic...at 75 mph. Luckily, I did not cause an accident. I had the truck towed to my local dealer in Colorado Springs. The dealer diagnosed it as a "catastrophic bottom end failure" (loud rod knock) and the fix is to replace the engine (they didn't actually tear the engine down). The dealer service technician mentioned when I brought it in that he thought though I was outside of 5 years, there may still be warranty coverage based on recalls (I had to wait 3 years for the EGR recall, it was installed 3 weeks before the failure). He called me back 24 hours later and informed me that it would not be covered. From this point I called a few different numbers for FCA customer service, as well as the dealer I originally bought it from in Alabama (I'm active duty military and have moved since purchasing), and eventually had a "good will" case opened. 24 hours later, I was contacted by a "senior supervisor case manager" at FCA (or so i was told on a subsequent call when i asked to talk to someone else). This conversation did not go as well. She very plainly informed me that my warranty was no longer valid because the truck is more than 5 years old and I'm "responsible for any repairs." I tried to politely explain that's why I asked to opened the "good" will case in the first place. I went in to the details of the loud rod knock, the bearing issues, and other countless failures reported with similar circumstances. Her response to this was that she did not have knowledge or expertise of how engines work, and I responded with a request to speak to someone who could address my questions. She refused and said there was nothing I could do, no where else I could contact to have my concerns addressed. Has anyone actually had a good will case with a different response than what I got?
I heard about Ram Cares on this forum and it seems like you are my last resort. Are you able to help?
I am new to this forum, and I'm not sure where to go from here...hopefully someone with a similar experience can help?...
11 days ago, my engine catastrophically failed in the middle of the interstate in traffic...at 75 mph. Luckily, I did not cause an accident. I had the truck towed to my local dealer in Colorado Springs. The dealer diagnosed it as a "catastrophic bottom end failure" (loud rod knock) and the fix is to replace the engine (they didn't actually tear the engine down). The dealer service technician mentioned when I brought it in that he thought though I was outside of 5 years, there may still be warranty coverage based on recalls (I had to wait 3 years for the EGR recall, it was installed 3 weeks before the failure). He called me back 24 hours later and informed me that it would not be covered. From this point I called a few different numbers for FCA customer service, as well as the dealer I originally bought it from in Alabama (I'm active duty military and have moved since purchasing), and eventually had a "good will" case opened. 24 hours later, I was contacted by a "senior supervisor case manager" at FCA (or so i was told on a subsequent call when i asked to talk to someone else). This conversation did not go as well. She very plainly informed me that my warranty was no longer valid because the truck is more than 5 years old and I'm "responsible for any repairs." I tried to politely explain that's why I asked to opened the "good" will case in the first place. I went in to the details of the loud rod knock, the bearing issues, and other countless failures reported with similar circumstances. Her response to this was that she did not have knowledge or expertise of how engines work, and I responded with a request to speak to someone who could address my questions. She refused and said there was nothing I could do, no where else I could contact to have my concerns addressed. Has anyone actually had a good will case with a different response than what I got?
I heard about Ram Cares on this forum and it seems like you are my last resort. Are you able to help?
