2017+ Chrysler Pacifica Minivan Forums banner

1 - 20 of 52 Posts

·
Registered
Joined
·
2 Posts
Discussion Starter #1
I just purchased a 2018 Chrysler Pacifica Hybrid Limited on 3/20/18.

When I tried to use the "Assist" button on the rearview mirror, ostensibly to sign-up for the free trial of SiriusXM Guardian, nothing happens except for the touchscreen displaying a "Please Wait" message that won't go away until I selected another function from the menu bar.

I called Chrysler support, and after several redirections, I was told that I should bring it in to the dealer as something is missing from a hardware perspective.

I brought it in to the dealer yesterday (3/27/18), and was told after they had examined the van, the the feature wasn't installed, and that is why it doesn't work.

I again called Chrysler today (3/28/18), and was told after several questions and answers that the necessary part was not installed at the factory (Case Number: 33786603).

I am very disappointed and frustrated that neither the dealer or Chrysler can give me a definitive answer as to why it is this way. The van should have this functionality, but does not.

I am considering all options to have this rectified, to include returning the vehicle as defective, and fighting that battle.

Has anyone else experienced this issue?
Has anyone else experienced an issue of equipment that should have been installed at the factory and wasn't, and how it was resolved, if it was?

Thank you.
 

·
Registered
Joined
·
1,144 Posts
I haven't experienced that issue and it shouldn't happen to anyone. If however, it can be rectified by installing a missing part, then you should probably give them a chance to do so. It seems to me to also be a good time to do a little arm-twisting to have them compensate you in some way for the rigamarole. Perhaps some no-$ oil changes or L2 EVSE or Mopar mats or something.
 

·
Registered
Joined
·
3 Posts
I’m having the same problem. I am going to take mine to the dealer soon. I just bought my Pacifica Limted S 3 weeks ago.
 

·
Registered
2020 Gas Pacifica Touring L+; (prev 2017 Touring L+)
Joined
·
913 Posts
I wonder what the "part" is. But it is interesting that checking that Assist communicates is not part of the dealer prep worksheet someone shared in January, unless checking it starts the subscription.
 

·
Registered
Joined
·
3 Posts
The dealership now has my car and they have no idea what the issue is with the assist button. I told them in a nutshell what you were told about your Pacifica, that a part was not installed at the factory. They now have to investigate. What a pain.
 

·
Registered
Joined
·
5 Posts
Yes we have that too

:frown2:Actually that doesn't work on mine either.....hey watchout for on board computer failure, it happened to me so far....Driver assist you right into another car when you don't expect it. I am a month owner i put 500 miles the repairmen have put 1000.....read my posts jsmakofka

yahoo
 

Attachments

·
Registered
Joined
·
2,566 Posts
The dealership now has my car and they have no idea what the issue is with the assist button. I told them in a nutshell what you were told about your Pacifica, that a part was not installed at the factory. They now have to investigate. What a pain.
Hello Jmc8176,

We apologize for the inconvenience you're experiencing with your Pacifica. Have you anything since this post? If this needs to be escalated, send us a direct message with your VIN. We'd be glad to help.

Jasmine
Chrysler Social Care Specialist
 

·
Registered
Joined
·
3 Posts
Problem fixed

The problem has been solved. They had to do put the software in again and the assist button is now working. :)
 

·
Registered
2020 Gas Pacifica Touring L+; (prev 2017 Touring L+)
Joined
·
913 Posts
The problem has been solved. They had to do put the software in again and the assist button is now working. :)
When in doubt, unplug / reboot / reload......
 

·
Registered
Joined
·
13 Posts
I'm having the exact same problem. We purchased our Pacifica about two weeks ago. It was so new they had retrieve it from their remote lot and it still had all the plastic wrapping over the wheels, seats, etc. To some degree I think that has to do with the problem. I don't believe they ever had a chance to properly "take delivery" of the van and prep it for sale. In addition to the SOS and Assist functionality not working, the Wifi is not working either, I get the "Wifi is coming soon to your Chrysler" message. Another issue I've had is the rear view camera will display when reversing, but when shifting back to drive, the rear view camera remains on the screen when driving forward and wont go away. The van has to be completely turned off to fix this.

I took my Pacifica to the dealership we bought it from this morning. The service techs seem clueless about all of this and said "everything checked out". Haha. Did you even look at the van? I pressed them a bit more and explained in more detail what the problems were and referenced this thread, they're "taking another look". We'll see.

Not a great way to start off with a new vehicle.
 

·
Registered
Joined
·
13 Posts
Well that was a waste of time. The dealership said everything was fine on their end (despite none of the things mentioned working) and basically passed the buck to AT&T/SiriusXM Guardian for these issues. I didn't get the impression that they were particularly knowledgeable about the technology aspects of the vehicle. I even specifically mentioned this thread and the poor guy seemed completely incapable responding constructively. I do have a support case open with AT&T, we'll see if that gets anywhere. I guess I'll have to call SiriusXM next. Not sure why I'm doing this and not the dealership.
 

·
Registered
Joined
·
86 Posts
Well that was a waste of time. The dealership said everything was fine on their end (despite none of the things mentioned working) and basically passed the buck to AT&T/SiriusXM Guardian for these issues. I didn't get the impression that they were particularly knowledgeable about the technology aspects of the vehicle. I even specifically mentioned this thread and the poor guy seemed completely incapable responding constructively. I do have a support case open with AT&T, we'll see if that gets anywhere. I guess I'll have to call SiriusXM next. Not sure why I'm doing this and not the dealership.


If I read your post correctly the SOS and Assist also doesn’t work and they still said to call AT&T?


Sent from my iPhone using Tapatalk
 

·
Registered
Joined
·
13 Posts
If I read your post correctly the SOS and Assist also doesn’t work and they still said to call AT&T?


Sent from my iPhone using Tapatalk
I brought the van in for multiple issues. One of which is Wifi not working (I have a case open with ATT for this), the other for the connected services (SOS and ASSIST). The service department suggested I call SiriusXM to troubleshoot the "SOS" and "ASSIST" buttons not working. By not working, I mean, I press either of the buttons and the screen displays "Please Wait..." indefinitely.
 

·
Registered
Joined
·
86 Posts
Thanks for the additional context. This sounds like a hardware/software issue to me and not sure how the external 3rd party will help. You may want to reach out to @ChryslerCares to research further. Good luck!
 

·
Registered
2020 Gas Pacifica Touring L+; (prev 2017 Touring L+)
Joined
·
913 Posts
I brought the van in for multiple issues. One of which is Wifi not working (I have a case open with ATT for this), the other for the connected services (SOS and ASSIST). The service department suggested I call SiriusXM to troubleshoot the "SOS" and "ASSIST" buttons not working. By not working, I mean, I press either of the buttons and the screen displays "Please Wait..." indefinitely.
While that sounds like a car-based communication problem, it is possible the van is not being recognized by SOS/ASSIST at their end.

On my 2017, I have a 911 button that connects directly to the local emergency dispatch and is NOT dependent on a subscription. The SOS button on 2018s requires a Sirius Guardian subscription.

Portions of the ASSIST options are subscription dependent, but that should not stop you from reaching them.

But is sounds like for several posters, their delivery prep areas and service areas need some significant knowledge infusion.
 

·
Registered
Joined
·
2,566 Posts
I'm having the exact same problem. We purchased our Pacifica about two weeks ago. It was so new they had retrieve it from their remote lot and it still had all the plastic wrapping over the wheels, seats, etc. To some degree I think that has to do with the problem. I don't believe they ever had a chance to properly "take delivery" of the van and prep it for sale. In addition to the SOS and Assist functionality not working, the Wifi is not working either, I get the "Wifi is coming soon to your Chrysler" message. Another issue I've had is the rear view camera will display when reversing, but when shifting back to drive, the rear view camera remains on the screen when driving forward and wont go away. The van has to be completely turned off to fix this.

I took my Pacifica to the dealership we bought it from this morning. The service techs seem clueless about all of this and said "everything checked out". Haha. Did you even look at the van? I pressed them a bit more and explained in more detail what the problems were and referenced this thread, they're "taking another look". We'll see.

Not a great way to start off with a new vehicle.
Hi Sly03,

This is not the experience that we want to hear from our Pacifica owners. We understand that this should be an exciting time with your new vehicle, and we apologize that your experience has been negative. Please message us with your VIN and mileage so we can provide additional assistance while your vehicle is in service.

Darlene
Chrysler Social Care Specialist
 

·
Registered
Joined
·
13 Posts
I took delivery last week. I have the same issue. I'm assuming you have no functionality with the Uconnect app either?

@lbowroom you are correct the Uconnect app is completely empty for me and states "There are no active subscriptions". I have the feeling my Pacifica is missing pages/apps on my Uconnect system. Things like user guide, assist, send 'n go, activate services. I've seen these pages/apps on other Pacificas from watching YouTube videos but my Pacifica Uconnect system doesn't have those options available. Its like my Uconnect system is missing the Guardian features altogether, and maybe more.
 

·
Registered
Joined
·
86 Posts
@lbowroom you are correct the Uconnect app is completely empty for me and states "There are no active subscriptions". I have the feeling my Pacifica is missing pages/apps on my Uconnect system. Things like user guide, assist, send 'n go, activate services. I've seen these pages/apps on other Pacificas from watching YouTube videos but my Pacifica Uconnect system doesn't have those options available. Its like my Uconnect system is missing the Guardian features altogether, and maybe more.


Still not sure how AT&T or SiriusXM is supposed to resolve this. While I am no expert in the nuances of this van, I further believe this is a van issue and your dealer didn’t know how to resolve your problem and passed the blame. Hopefully ChryslerCares can be of assistance and point you in the right direction.


Sent from my iPhone using Tapatalk
 

·
Registered
Joined
·
13 Posts
I sent an email for support to Chrysler Customer Assistance through the Chrysler website earlier in the week. They emailed me this morning (took a couple days to get a response) and suggested I call the SiriusXM Guardian Services Department (same thing the dealership told me to do) and provided a phone number. So I called them this afternoon. They basically said, if the car cant connect to our service (or vice versa) then that's an issue with the vehicle and they cant do anything about that, and I need to take it to the dealership (which I've already done). So around and around we go, where this gets fixed, nobody knows! The Guardian rep could obviously tell I was frustrated and said she would escalate the case and that they may actually contact the dealership. We'll see if anything comes of that, I'm completely at a loss as to what I should do at this point. My only recourse at this point seems to be making a scene at the dealership and telling them to keep the van until its fixed.
@TheOreo were you ever able to resolve this issue?
@Jmc8176 anything more you could share with me about how your problem was resolved? Maybe PM me your worksheet from the dealer?
 
1 - 20 of 52 Posts
Top