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Dead Radio - 4 Months and no fix

8K views 28 replies 14 participants last post by  bgburdman 
#1 ·
Good Evening,

On 1/22/20 my radio (8.4 uConnect) was diagnosed as no longer functional by the dealer (black screen and error codes reporting no contact with radio) and was told a replacement would be ordered. The dealer told me they would let me know when they had an idea of how long it would take to receive a replacement. It has been almost 3 weeks now and I have not been able to get an update. I contacted ChryslerCares over a week ago and still have not received any sort of update.

Has anyone else had a dead uConnect 8.4? And if so, how long did it take to receive the replacement?
 
#2 · (Edited)
Good Evening,

On 1/22/20 my radio (8.4 uConnect) was diagnosed as no longer functional by the dealer (black screen and error codes reporting no contact with radio) and was told a replacement would be ordered. The dealer told me they would let me know when they had an idea of how long it would take to receive a replacement. It has been almost 3 weeks now and I have not been able to get an update. I contacted ChryslerCares over a week ago and still have not received any sort of update.

Has anyone else had a dead uConnect 8.4? And if so, how long did it take to receive the replacement?
It's been 28 days since the dealer diagnosed this radio as needing replacement. I've navigated all the channels that I know of, and have been told by the dealer that a replacement still hasn't even been ordered. I have been nothing but patient with everyone involved, but it's nearing a point that I'm starting to believe I will be stuck with no radio in this Pacifica for as long as I own it. I've had it less than a year and it only has 6800 miles. Why is this so difficult?

Please, I'm desperate, the technology in this vehicle is a majority of the reason I purchased it. I've called the dealership every few days to try and get some forward progress, I've been having an ongoing conversation with ChryslerCares, I've been in contact with someone who identifies as uConnect, and still there is absolutely no forward momentum on this.

What else can I do?
 
#3 ·
After 4 months of Customer Care, arbitration, and tearful pleas for assistance, Chrysler has still failed to repair this warranty covered defect and will provide no time frame as to when they will. Today I will be selling my brand new 2019 Chrysler Pacifica after less than 1 year of ownership at a significant financial loss because of Chrysler's lack of concern/remedy.

The radio unit died in January this year and as anyone that drives a modern vehicle knows, the radio is for more than just music, it's the sole interface for configuring many of the features on this incredible vehicle. It's the Bluetooth, Navigation, Climate Control, Rear+Surround Cameras, Blind Spot/Cross Path detection, uConnect features (Remote lock/unlock/start, SOS), and so much more.

After exhausting every avenue of remedy, I am left with only this option if I want to move forward into a vehicle that actually operates as intended. I'm not trolling, flaming, or any of that. In fact, It's more of a hope that someone else can find this post and see that they aren't alone in this struggle as I've felt this whole time. My key takeaway is, don't do arbitration without an attorney. They try to tell you it's not necessary through the NCDS arbitration system, but Chrysler will have an attorney fighting you every step of the way and I don't believe this is a game that any regular Joe can win.

So long Chrysler, I spent half of my ownership with a broken vehicle.
 
#4 ·
What exactly is the problem?
The dealer can't fix it? If so, have you tried going to a different dealership?
Chrysler won't cover the repair under warranty?
A replacement part/radio is unavailable?

Regardless, it sounds like they've been giving you the runaround. I don't blame you for wanting to buy something else.

If the radio isn't powering up and isn't communicating, then there's either a break in the power circuit or the radio/touchscreen is bad. The former seems more likely than the latter IMO, but that doesn't mean the latter is impossible. Before giving up, make sure all the fuses are seated - especially the fuse at F76 (yellow 20A fuse for uConnect). Even if they look fine, push them in. Others including myself have noticed that the fuses weren't fully seated in the fuse panel at the factory. It would be pathetic if this was the problem all along.
 
#5 ·
The radio wasn't reporting to the computer, black screen, service techs spent several days in total on it, including fuse 76. I went to another dealership and their regional supervisor told them not to touch it and send me back to the original one. Chrysler says they will repair it, but hasn't had the part.

Unfortunately for my pride, I followed through with selling the vehicle today. I really liked the car, but I couldn't go without the features I'd researched and paid for any longer. @ChryslerWins

Thank you for your interest and assistance.
 
#7 ·
Arbitrator said no, must have 3 repairs or be un-driveable for 30 days. There have been zero repairs and it was in fact drivable, not that it was enjoyable or as safe without Bluetooth and Blind Spot warnings. It's a load of BS and even if I could fight it and win, it would probably take months and I'd have to find an attorney willing to do it. Unfortunately, I chose to end the grief in my life because it was effecting my every day mood and it wasn't pleasant for the family.

It really saddens me that Chrysler didn't step up and offer some form of remedy, it's just very big corporation David vs Goliath stuff that I would have hoped in this new world of customer service and consumer protection we would be past.
 
#8 ·
This sure doesn't seem fair.

As you have stated its not like your just without the enjoyment of a radio, the climate controls (heat and A/C) and other features don't work either!

Very disappointing to hear that this was the way you were treated, but I can understand your decision to remove the grief from your life.
 
#9 ·
So sorry to here about your experience.
I'm about to head down that same road, I took mine in for a GPS issue, after 6 hrs they told me the patch cooked the radio. the part was coming on Saturday, then Monday, for sure Tuesday now its June 15. The van will not totally shut off now, this kills the 12v battery.
Good luck with you next car.
 
#10 ·
So sorry to here about your experience.
I'm about to head down that same road, I took mine in for a GPS issue, after 6 hrs they told me the patch cooked the radio. the part was coming on Saturday, then Monday, for sure Tuesday now its June 15. The van will not totally shut off now, this kills the 12v battery.
Good luck with you next car.
If you remove fuse 76 the lights won't stay on and kill the battery anymore, I didn't notice anything missing without the fuse. I'm still on the list to receive a radio so I'll know when they finally get one in, but I've been on the list for over 4 months now.

Good luck
 
#11 ·
This isn't what I wanted to hear. I bought a new Pacifica in June 2019. Took it in on 6/2 for 10k maintenance and there was a recall on the radio.

Dealer called me to say the radio fried during the update and a new one was ordered. It was supposed to arrive in a few days. Then on 6/15. Now 6/29 even though that was a week ago.

I have a loaner for over a month now and the dealer is saying they have no idea when the radio will come in.
 
#22 ·
This isn't what I wanted to hear. I bought a new Pacifica in June 2019. Took it in on 6/2 for 10k maintenance and there was a recall on the radio.

Dealer called me to say the radio fried during the update and a new one was ordered. It was supposed to arrive in a few days. Then on 6/15. Now 6/29 even though that was a week ago.

I have a loaner for over a month now and the dealer is saying they have no idea when the radio will come in.
Hi all, same problem here. Purchased new 2020 Pacifica Ltd in mid June 2020 and radio stopped functioning almost immediately. Two different dealerships in New Jersey and Rhode Island have diagnosed the radio as DOA. New radio promised from STAR through the dealer but still not shipped, 4 weeks later we've still got a new car, but no radio/bluetooth/screen controls, etc. Not safe to drive. Wife apoplectic.
We have a Uconnect case number but emails don't get returned and phone calls go to a black hole voicemail. When I ask to speak with a different case manager, as soon as they look up our VIN they reply that we can only work with our existing non-existent case manager.
We have gotten nothing from dishonest info from Uconnect help line. Shockingly, the two different dealerships are receiving the same poor treatment from their direct Uconnect/STAR reps.
Both of them have told us they are embarrassed by the behavior of @ChryslerCares
After four weeks, our lawyer is now taking this over on our behalf. I have never had to threaten legal action in anything in my 52 years. I can't believe I'm even typing this. By coincidence, we have personal access to a member of the FCA US management through a work client connection, will be interesting to see how far he has to reach down the tree on our behalf.
We have no choice but to put our lawyer to work and be active on social media about this issue until we get satisfaction.
@ChryslerCares
We're sorry to hear that you are also experiencing this concern. When you do have the opportunity to visit the dealer, please feel free to loop us in! If additional assistance is needed throughout your dealer visit, send us a PM. We'd be happy to connect you with a Case Specialist to assist.

Alison
ChryslerCares
 
#13 ·
Kovok you did the right thing, dump that POS and move on.
 
#16 ·
Hi all, same problem here. Purchased new 2020 Pacifica Ltd in mid June 2020 and radio stopped functioning almost immediately. Two different dealerships in New Jersey and Rhode Island have diagnosed the radio as DOA. New radio promised from STAR through the dealer but still not shipped, 4 weeks later we've still got a new car, but no radio/bluetooth/screen controls, etc. Not safe to drive. Wife apoplectic.
We have a Uconnect case number but emails don't get returned and phone calls go to a black hole voicemail. When I ask to speak with a different case manager, as soon as they look up our VIN they reply that we can only work with our existing non-existent case manager.
We have gotten nothing from dishonest info from Uconnect help line. Shockingly, the two different dealerships are receiving the same poor treatment from their direct Uconnect/STAR reps.
Both of them have told us they are embarrassed by the behavior of @ChryslerCares
After four weeks, our lawyer is now taking this over on our behalf. I have never had to threaten legal action in anything in my 52 years. I can't believe I'm even typing this. By coincidence, we have personal access to a member of the FCA US management through a work client connection, will be interesting to see how far he has to reach down the tree on our behalf.
We have no choice but to put our lawyer to work and be active on social media about this issue until we get satisfaction.
@ChryslerCares
 
#17 · (Edited)
Hi all, same problem here. Purchased new 2020 Pacifica Ltd in mid June 2020 and radio stopped functioning almost immediately. Two different dealerships in New Jersey and Rhode Island have diagnosed the radio as DOA. New radio promised from STAR through the dealer but still not shipped, 4 weeks later we've still got a new car, but no radio/bluetooth/screen controls, etc. Not safe to drive. Wife apoplectic.
We have a Uconnect case number but emails don't get returned and phone calls go to a black hole voicemail. When I ask to speak with a different case manager, as soon as they look up our VIN they reply that we can only work with our existing non-existent case manager.
We have gotten nothing from dishonest info from Uconnect help line. Shockingly, the two different dealerships are receiving the same poor treatment from their direct Uconnect/STAR reps.
Both of them have told us they are embarrassed by the behavior of @ChryslerCares
After four weeks, our lawyer is now taking this over on our behalf. I have never had to threaten legal action in anything in my 52 years. I can't believe I'm even typing this. By coincidence, we have personal access to a member of the FCA US management through a work client connection, will be interesting to see how far he has to reach down the tree on our behalf.
We have no choice but to put our lawyer to work and be active on social media about this issue until we get satisfaction.
@ChryslerCares
Sorry to hear about your radio touchscreen. I would be frustrated if I bought a new van and that happened so soon also.

I can understand it being inconvenient, but why isn't the van safe to drive without it? Do you need navigation regularly? What feature isn't there a button for elsewhere? Climate controls have buttons on my van and there are other buttons for things on and around the steering wheel. Maybe your van has more essential features than mine that are only on the touchscreen. Mainly I'm just curious in case my screen dies someday.

You can download more extensive owner's manuals from the Mopar website if desired.
 
#18 · (Edited)
Dealer just called. New head unit arrived and installed this day. They also tested the ESS battery and replaced it with a new one. Will pick it up tomorrow morning.
 
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#19 ·
Picked up our Pacifica this morning. Everything works fine. Reprogrammed settings and called Sirius who sent signal to new radio. Noticed on invoice that the dealer also replaced the front and rear brake rotors. The service rep explained that the vehicle had been on the lot so long that the rotors developed a glaze of rust. They tried to machine them, but the service manager decided to just replace them. This was an expense Chrysler does not cover, so it was out of the dealer's budget.

In the end it all worked out fine. I'm very grateful to the good folks at Apple Chrysler/Dodge/Jeep/Ram in Shakopee, MN.
 
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#21 ·
You're welcome Pacifica owner from RI. This forum is a wonderful asset for all of us to compare notes and share experiences. Good luck to you.
 
#23 ·
Original poster here, I got a call from the dealer and Chrysler Care about a week ago (Six months after the failure) saying the radio finally made it in. Told them I already sold the car due to a lack of faith in them actually repairing it and they were entirely unapologetic. Good news to everyone else, they're starting to come back into inventory and you will probably actually get them at some point.
 
#24 ·
Hi all, this forum was helpful so just wanted to let you all know that after 7 weeks in the new Pacifica we did finally get the replacement radio installed three days ago and so far all functioning correctly. We are still mystified at the ongoing lack of effort from Chrysler and their lack of transparency on the issue, given this was a brand new vehicle that had a non-functioning radio from day one. Chrysler customer service was unprofessional and uncaring until we finally reached our case manager, who revealed that he works on 30+ different cases each day and was scrambling to keep up with his workload. We are very grateful to the good people at Paul Baileys Jeep Dodge Chrysler in North Kingstown RI who pushed hard on our behalf to finally get the part in and installed. They have been great to work with.
If any of you find yourselves in a similar situation of non response from Chrysler over an issue, sending multiple emails to the customer care addresses for Chrysler and U Connect did seem to help get their attention, particularly once we started copying our lawyer!
Enough negativity. We do like the Pacifica very much, it is really a great vehicle for our family and are happy and relieved to have this behind us. We are optimistic we won't have any further issues.
 
#25 ·
We have a 2018 Pacifica that I am ready to drive through the showroom window. I mean the camera view is non-existent since the screen is blacked out, right? Radio was reflashed, updated and finally a new radio was ordered on July 2nd. The vehicle has been in the shop since then and has now triggered the Lemon Law requirements of being out of service for 20 business days. The UConnect/Chrysler Cares rep allegedly escalated this matter, but advised that the Lemon Law would not apply because it's "only a radio concern". BS! I even sent a DM to @ChryslerCares to see if I could pick their brain, but I am at a loss. At least we have had a loaner the entire time right? Oh and by the way Chrysler Credit wants to know when I will make my monthly payment. LOL! Don't get me started...
 
#26 ·
We have a 2018 Pacifica that I am ready to drive through the showroom window. I mean the camera view is non-existent since the screen is blacked out, right? Radio was reflashed, updated and finally a new radio was ordered on July 2nd. The vehicle has been in the shop since then and has now triggered the Lemon Law requirements of being out of service for 20 business days. The UConnect/Chrysler Cares rep allegedly escalated this matter, but advised that the Lemon Law would not apply because it's "only a radio concern". BS! I even sent a DM to @ChryslerCares to see if I could pick their brain, but I am at a loss. At least we have had a loaner the entire time right? Oh and by the way Chrysler Credit wants to know when I will make my monthly payment. LOL! Don't get me started...
I feel for you. While you have been without your Pacifica for four weeks, we were without ours for four months. Something happened sometime ago where a bunch of us starting having problems with our radios. In our case it was with the GPS giving false location readings. And, like you, when we took the vehicle in to the dealer, they did an update that rendered the radio useless except that it drained the battery! For all of us, our dealers had to order replacement radios.

It's the pandemic. Panasonic, the radio manufacturer, was closed for a stretch. They reopened, but I imagine it took them a while to restore normal operations. You will get your radio and, as long as there isn't another COVID-19 shutdown, it shouldn't be too much longer. Much may depend on how many with the same problem are still in line ahead of you.

If you are patient and resist the urge to piss off too many people at the dealer or the home office, you might ask if Chrysler would be willing to pick up a payment for you. In my case, I didn't have to ask; they offered, but I had already paid for the vehicle.
 
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