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Discussion Starter #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?
 

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Discussion Starter #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?
 

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Discussion Starter #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.
 

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2018 Chrysler Pacifica Touring L (built 9/2017)
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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.
 

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Discussion Starter #5
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.
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.
 

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Does this not qualify as a lemon under your state law?
 

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Discussion Starter #7
Does this not qualify as a lemon under your state law?
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.
 

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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.
 

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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.
 

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Discussion Starter #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
 

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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.
 

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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.
We also had this GPS issue. I took it in and they did a UConnect update. The radio fried and the battery drained. And, like the original poster, it has been four months. The dealer immediately gave us a loaner minivan (2019 Caravan with only 1,200 miles).

The difference between our case and the original poster is that I refused to take the vehicle back after they offered to pull the fuse. They broke it, they fix it. Until then we keep their loaner minivan.

Our problem occurred just before the factory shut down due to the pandemic. The radio itself is made by Panasonic and it, too, shut down. Both FCA and Panasonic are back up and running, but we still are not clear yet on when our new radio will arrive. I am not sure if Panasonic is running at full capacity yet.

The service manager calls on a regular basis to keep me up to date. He is in regular contact with the regional rep who thinks the part may finally arrive this month. There is one other Pacifica at the dealership with the same problem. They are most appreciative for my patience. For us, it is no big deal as long we have their minivan to use. We won't be competing in canine competitions again until next month. The dealer renewed the 4-month registration tabs two weeks ago. I wash and vacuum it as if it were my own.

Up until the point of the GPS problem the vehicle had been flawless. Given the situation with the pandemic and shutdowns, I can't complain about the way the dealer or Chrysler has responded. I'm cutting them a lot of slack here.

If Chrysler Cares is monitoring this, a case number has already been filed.
 

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Kovok you did the right thing, dump that POS and move on.
 

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We also had this GPS issue. I took it in and they did a UConnect update. The radio fried and the battery drained. And, like the original poster, it has been four months. The dealer immediately gave us a loaner minivan (2019 Caravan with only 1,200 miles).

The difference between our case and the original poster is that I refused to take the vehicle back after they offered to pull the fuse. They broke it, they fix it. Until then we keep their loaner minivan.

Our problem occurred just before the factory shut down due to the pandemic. The radio itself is made by Panasonic and it, too, shut down. Both FCA and Panasonic are back up and running, but we still are not clear yet on when our new radio will arrive. I am not sure if Panasonic is running at full capacity yet.

The service manager calls on a regular basis to keep me up to date. He is in regular contact with the regional rep who thinks the part may finally arrive this month. There is one other Pacifica at the dealership with the same problem. They are most appreciative for my patience. For us, it is no big deal as long we have their minivan to use. We won't be competing in canine competitions again until next month. The dealer renewed the 4-month registration tabs two weeks ago. I wash and vacuum it as if it were my own.

Up until the point of the GPS problem the vehicle had been flawless. Given the situation with the pandemic and shutdowns, I can't complain about the way the dealer or Chrysler has responded. I'm cutting them a lot of slack here.

If Chrysler Cares is monitoring this, a case number has already been filed.
 

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@Pacifica owner from RI .
Question?
Welcome to the forum.
If you put your van info in the signature line of account settings it will show up at the bottom of your posts and will help us answer your questions easier.
 

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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
 

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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.
 

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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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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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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.
Great to hear they took care of you! that is reassuring, we are hoping for the same. Thank you for sharing.
 
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