Ram Customer Care: A Complete, Practical Guide for Owners (2025)

What Ram Customer Care Covers and When to Use It

Ram Customer Care is the factory-backed support channel for Ram truck owners, handling warranty questions, recalls, roadside assistance coordination, case management for complex repairs, and goodwill reviews outside warranty. The brand operates under Stellantis (formerly FCA US), which split Ram from Dodge in 2009 for the 2010 model year. If you own a Ram 1500, 2500/3500 Heavy Duty, or commercial variants (e.g., Chassis Cab), Customer Care is your point of contact when dealership-level troubleshooting stalls or when you need formal case documentation.

In the U.S., standard Ram warranties commonly include a 3-year/36,000-mile basic limited warranty and a 5-year/60,000-mile powertrain limited warranty for gasoline engines; many diesel configurations carry a 5-year/100,000-mile powertrain warranty. Roadside assistance typically mirrors the powertrain term. Certified Pre‑Owned (CPO) Ram vehicles generally include a 7-year/100,000-mile powertrain limited warranty (from the original in-service date) with a per-visit deductible. Always confirm your specific terms in your Warranty Information booklet or in your owner account, as coverage can vary by model year, engine, and region.

How to Contact Ram Customer Care Quickly

The most reliable way to reach official support is through Ram’s owner portals and contact pages, which list region-specific phone numbers and live chat options. Start with: ramtrucks.com (Owners or Support sections) and mopar.com (for VIN-based records, recalls, and connected services). If your truck is registered to an online account, you can often open a case, upload documents, and message a representative directly in your dashboard. For recall lookups, you can also use nhtsa.gov/recalls with your 17‑character VIN.

When you call or chat, ask for a case number and the name/extension of your case manager. Typical assignment happens within 1–3 business days for non-urgent matters. Keep your communications concise and factual; attach photos, videos, and repair orders to shorten resolution time. If your truck is undrivable, request roadside assistance via the Ram app or web portal so the tow and dealer intake are linked to your case.

• Your 17-character VIN (on the windshield lower-left corner, registration, or driver’s door jamb label) and current odometer reading.
• Build date (driver’s door jamb), model year, engine, trim, and any major options (e.g., air suspension, eTorque, diesel).
• Repair Order (RO) numbers, dealer name/address, and service advisor contact; dates the truck was in/out of service.
• Symptoms timeline, photos/videos, diagnostic trouble codes (DTCs) if available, and any aftermarket modifications.
• Proof of maintenance (dates/mileage), including oil changes and software updates; note if performed at a Ram dealer.
• Your contact details and availability; preferred dealer for service; authorization limits for diagnostics.

Warranty, Recalls, and Service Programs

Warranty coverage hinges on time and mileage from the in‑service date. Basic coverage addresses defects in materials/workmanship; wear items (brakes, tires) and damage from abuse or collision are excluded. Powertrain coverage focuses on engine, transmission, and drivetrain components. Many dealers can request goodwill participation for out‑of‑warranty issues with strong service history and low miles beyond term; customer care will weigh vehicle age/mileage, fault patterns, and prior repair attempts.

Check recalls proactively: enter your VIN at nhtsa.gov/recalls or log into your Mopar/Ram owner account. Recall repairs are free at authorized Ram dealers. If you suspect a safety defect without an active recall, you may report it to NHTSA’s Vehicle Safety Hotline at 1‑888‑327‑4236 (TTY 1‑800‑424‑9153) and notify Ram Customer Care; multiple reports can accelerate investigations. Technical Service Bulletins (TSBs) are not recalls but can guide dealers to known fixes; ask your service advisor to review applicable TSBs for your VIN.

Costs, Turnaround, and What to Expect at the Dealer

Out‑of‑warranty diagnostic fees commonly run $120–$180, and metropolitan U.S. labor rates often range $140–$220 per hour as of 2025. Typical parts examples (estimates, USD): smart key fob programming $180–$350, Uconnect head unit replacement $800–$1,700, alternator $450–$900, and PCM/ECM $500–$1,200 plus labor. If you authorize diagnostics, ask for a cap (e.g., “not to exceed $180 without approval”). For in-warranty concerns, dealers usually need to reproduce the symptom; provide videos and exact conditions (temperature, speed, load) to speed this up.

Turnaround depends on parts availability and complexity. Straightforward warranty repairs often complete in 1–3 business days. Backordered components—especially modules and emissions parts—can extend wait times to 2–6 weeks. Request a repair timeline and ask if a case manager can assist with parts expediting or goodwill for alternative transportation. Loaner vehicles are dealer- and case-dependent; confirm availability up front and keep all receipts if you’re seeking reimbursement.

Escalation Path if Things Stall

Start with your service advisor, then the dealership service manager. If the issue persists after multiple visits, contact Ram Customer Care and request formal case management. Ask the dealer to open a STAR case (a factory technical escalation) and capture all test results and parts replaced. Consistency matters: try to work with one dealer on the problem so your history is consolidated.

If you are not satisfied after reasonable attempts, consider third-party resolution. Stellantis participates in BBB AUTO LINE for many warranty disputes; it’s a no‑cost arbitration program intended to resolve issues faster than court. State lemon laws typically require 3–4 unsuccessful repair attempts for the same defect or 30+ cumulative days out of service within the first 12–24 months or 12,000–24,000 miles, but thresholds vary by state. Keep a log of dates, mileage, and communication, and save every Repair Order.

• Escalate internally: Service Advisor → Service Manager → Dealer General Manager → Ram Customer Care case manager (request written updates).
• Ask for a STAR case and any applicable TSB references; request a joint test drive with the technician to reproduce concerns.
• BBB AUTO LINE: bbb.org/autoline (check Stellantis participation and your eligibility; gather VIN, ROs, and correspondence).
• Safety defect reporting and recall info: nhtsa.gov/recalls or 1‑888‑327‑4236. For imminent hazards, stop driving and arrange towing.
• As a last resort, consider state consumer protection agencies or small-claims court (typical limits $5,000–$10,000; varies by state).

Special Topics: Uconnect, Towing, Accessories, and CPO

Modern Ram trucks rely on Uconnect for infotainment, navigation, and connected services. Software versions and telematics subscriptions vary by model year and trim. If you experience reboots, Bluetooth drops, or map anomalies, note your software version, take short videos of the behavior, and perform a soft reset as instructed in your owner’s manual before visiting the dealer. Dealers can apply TSB-directed updates or replace modules under warranty when criteria are met.

Roadside assistance, typically aligning with your powertrain term, can arrange towing to an authorized Ram dealer, jump-starts, flat-tire service, fuel delivery, and lockout assistance. Link roadside requests to your VIN through the Ram app or owner portal to streamline authorization and billing. For lifted or modified vehicles, inform the dispatcher so they send appropriate equipment and avoid damage. Keep a copy of the tow invoice for your records.

Uconnect and Connected Services

Uconnect features may include smartphone projection, over‑the‑air updates, Wi‑Fi hotspot capability, and emergency/concierge services. Trial periods for connected features can differ by model year and radio generation; confirm status in your owner account. For map updates or feature activations, dealers can verify eligibility and apply updates, or you can follow official guidance in your account dashboard.

Document the exact time and conditions of failures (e.g., “reboot after 18–22 minutes of highway driving”) and bring both key fobs to service visits. If an accessory dash cam or third‑party OBD‑II device is connected, disconnect it during diagnosis to rule out interference. If the concern persists after software updates and hard resets, request escalation via STAR for pattern analysis.

Towing and Roadside Assistance

When requesting a tow, provide your VIN, exact location, any load you’re hauling, and whether the truck is in 2WD/4WD/neutral. For transmission or transfer case faults, do not flat-tow unless the manual explicitly permits it; ask for a flatbed and follow the manual’s neutral/park procedures. If a wheel lock or security lug nut is installed, have the key accessible.

If you’re in a remote area without data coverage, you can still coordinate a tow by calling the number listed in your owner’s booklet or on the roadside assistance card in your glovebox. If that information is unavailable, contact your local Ram dealer directly; they can coordinate towing and tie it to your repair order. For safety-related breakdowns on highways, move to the shoulder, use hazards, and call local emergency services before arranging the tow.

Accessories and Mopar Parts Support

Mopar Genuine Parts and Accessories installed by an authorized dealer typically carry a 24‑month warranty, and when dealer-installed, both parts and labor may be covered—check your invoice for terms. Over-the-counter purchases usually include parts-only coverage. Keep original receipts and installation documentation to avoid delays in claims. Popular Ram accessories and typical 2025 U.S. price ranges: tonneau covers $500–$1,200, side steps $350–$900, spray‑in bedliners $500–$700, and brake pad/rotor kits $300–$750 per axle (parts only).

For Certified Pre‑Owned Ram vehicles, confirm your warranty transfer, per‑visit deductible, and roadside eligibility in your CPO packet or owner account. If a CPO inspection item fails early, bring the CPO inspection checklist and RO copies to speed approval. Ask your dealer to verify that all open recalls and applicable software updates were completed at delivery.

Key Links and References

Official resources (always use the manufacturer pages for the most current phone numbers and options): Ram Trucks: ramtrucks.com (Owners/Support, Dealer Locator). Mopar Owner Resources: mopar.com (VIN-based records, recalls, connected services). U.S. Recalls and Safety: nhtsa.gov/recalls; NHTSA Hotline 1‑888‑327‑4236 (TTY 1‑800‑424‑9153). BBB AUTO LINE arbitration: bbb.org/autoline. Dealer Locator: ramtrucks.com/find-dealer.

Corporate reference: Stellantis North America (Ram brand) is headquartered at 1000 Chrysler Drive, Auburn Hills, MI 48326, USA. For mailing instructions or region-specific support phone numbers, use the Contact pages on ramtrucks.com or mopar.com. All prices are indicative in USD as of 2025 and can vary by dealer, region, and model configuration.