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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.
 

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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.
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
 

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Discussion Starter #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.
 

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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.
 

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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...
 

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2018 Pacifica Touring L+
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359 Posts
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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