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Center Screen Separates - Owners Beware of Known Issue - Should be Recalled

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herein2018

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Discussion starter · #1 ·
I thought I would warn other Dodge Durango owners that recent model Dodge Durangos have a known issue where the center touch screen starts separating. Mine started as a tiny bubble and now the entire top of the screen is starting to separate. I don't know the exact years this is an issue with but mine is a 2018 Durango SRT. After the screen started to separate it then became nearly unusable because it thinks you are pressing down on the screen with your finger; mine goes nuts; starts asking if I want to adjust the clock, switches to the radio, will not stay on the navigation screen, popups appear everywhere etc.

I took it in to the dealership since I still have a month left on my warranty and they said it is a known issue, that they don't plan on a recall, and that the day the warranty runs out you will have to pay out of pocket to get it fixed. So if your DD has even the tiniest bubble in the screen and it is still under warranty I would take it in immediately; it will get worst and it will not be replaced for free after the warranty runs out. The dealership said when it starts happening that you should unpair your phone from the radio because it will start calling your contacts and doing other things on its own.

Below are pictures of what mine looks like. I live in FL so it is very hot and humid so mine probably separated sooner than some people's will. If you live in a colder climate it may take longer (or not separate at all) but I would hate to have to pay for that screen after the warranty runs out. A final piece of "good" news is that it takes 2-3wks to get the new unit because apparently they custom build each head unit based on the exact vehicle so now I'm stuck with a possessed screen for another few weeks.

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#2 ·
Yes, others here have had this issue and FCA has been replacing these on a case by case basis. When out of bumper to bumper warranty, opening a case with Dodge Cares usually gets it replaced for free, though it can take some work to get the dealer to listen.
 
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#3 ·
As always, much depends on the dealer !!
Mine went bad a few days before the b-2-b expired, dealer had me come in, plugged in their pad, had me sign & said they would call when the new unit came in. When I was there getting it replaced (in & out in under 1 hour !) I asked the SR about the issue & a recall. She said they were automatically opening a case for owners who were out of warranty & only 1 had been denied by Dodge. That car was way out of warranty & on it's 3rd owner. For that person, the dealer gave them the part @ cost and discounted the labor as a 'good will' gesture.

I actually drive past a dealer that is 10 min away (they are known :poop: heads both sales & service) to get to this dealership - well worth the extra 30 min. drive !!
 
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Discussion starter · #4 ·
Tin Foil Hat said:
Yes, others here have had this issue and FCA has been replacing these on a case by case basis. When out of bumper to bumper warranty, opening a case with Dodge Cares usually gets it replaced for free, though it can take some work to get the dealer to listen.
Click to expand...
That is good to hear, the one I went to seemed to be pretty clear that once the warranty runs out your are out of luck.

MikeD1 said:
As always, much depends on the dealer !!
Mine went bad a few days before the b-2-b expired, dealer had me come in, plugged in their pad, had me sign & said they would call when the new unit came in. When I was there getting it replaced (in & out in under 1 hour !) I asked the SR about the issue & a recall. She said they were automatically opening a case for owners who were out of warranty & only 1 had been denied by Dodge. That car was way out of warranty & on it's 3rd owner. For that person, the dealer gave them the part @ cost and discounted the labor as a 'good will' gesture.

I actually drive past a dealer that is 10 min away (they are known :poop: heads both sales & service) to get to this dealership - well worth the extra 30 min. drive !!
Click to expand...
That makes sense, the dealers in my area are terrible, there isn't a good one within a 30min driving distance so I avoid them at all costs. It makes sense now though why the dealer told me that. Mine is a lease that ends Feb 10th so I wasn't going to worry about it until it started going nuts while I'm driving and my Hellcat order still has no ETA so I had to extend the lease by 2 months. I am pretty sure this dealer wouldn't have opened anything and charged it all out of pocket.
 
#5 · (Edited)
Tin Foil Hat said:
Yes, others here have had this issue and FCA has been replacing these on a case by case basis. When out of bumper to bumper warranty, opening a case with Dodge Cares usually gets it replaced for free, though it can take some work to get the dealer to listen.
Click to expand...
While it does need to be addressed, it does not qualify to be recalled. A recall is
when a motor vehicle or item of motor vehicle equipment (including tires) does not comply with a Federal Motor Vehicle Safety Standard, or when there is a safety-related defect in the vehicle or equipment . This does not check either of the boxes. This would fall under a Technical Service Bulletin (TSB) which basically tells the dealer how to fix it, part numbers, and labor time if the customer “complains” about it while under the provision of the warranty. They don’t advertise TSB’s well as it costs them money. I randomly “scrub” the TSB’s and commonly find issues that I noticed but never put much thought into. As long as you are under warranty, they will do the TSB’s free. I look for the TSB’s on this site, I know it’s a Jeep site, but they share the same platform. Just read into a little and you can see what vehicle the TSB applies to.
www.wk2jeeps.com

Jeep Models, Specifications, & Culture | JeepSpecs.com

Featuring extensive research & content curation, JeepSpecs.com aims to fill the gaps in your Jeep research!
www.wk2jeeps.com
 
Discussion starter · #8 ·
shelbymopar89 said:
While it does need to be addressed, it does not qualify to be recalled. A recall is
when a motor vehicle or item of motor vehicle equipment (including tires) does not comply with a Federal Motor Vehicle Safety Standard, or when there is a safety-related defect in the vehicle or equipment . This does not check either of the boxes. This would fall under a Technical Service Bulletin (TSB) which basically tells the dealer how to fix it, part numbers, and labor time if the customer “complains” about it while under the provision of the warranty. They don’t advertise TSB’s well as it costs them money. I randomly “scrub” the TSB’s and commonly find issues that I noticed but never put much thought into. As long as you are under warranty, they will do the TSB’s free. I look for the TSB’s on this site, I know it’s a Jeep site, but they share the same platform. Just read into a little and you can see what vehicle the TSB applies to.
www.wk2jeeps.com

Jeep Models, Specifications, & Culture | JeepSpecs.com

Featuring extensive research & content curation, JeepSpecs.com aims to fill the gaps in your Jeep research!
www.wk2jeeps.com
Click to expand...
Ok that makes sense, it just seems pretty shady to me that the dealer will know about an issue and not notify the customer on their own until after the warranty runs out and the customer is on the hook for the repair in most cases.

Chase300 said:
What model years are we talking about?
Click to expand...
The dealer didn't say but he said it was a known issue and mentioned it is a Panasonic head unit and that they were aware of the issue and changed something to fix it. Maybe as @rayjj said, it is only for 2018 models. I still feel like if you are in a hotter climate like I am it probably happens faster; heat and humidity tends to make things separate.
 
#9 ·
herein2018 said:
The dealer didn't say but he said it was a known issue and mentioned it is a Panasonic head unit and that they were aware of the issue and changed something to fix it. Maybe as @rayjj said, it is only for 2018 models. I still feel like if you are in a hotter climate like I am it probably happens faster; heat and humidity tends to make things separate.
Click to expand...
My dealer did say it seemed to be a warm/humid climate issue, so those up north may not be seeing it (for now anyway !).
 
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#10 ·
shelbymopar89 said:
While it does need to be addressed, it does not qualify to be recalled. A recall is
when a motor vehicle or item of motor vehicle equipment (including tires) does not comply with a Federal Motor Vehicle Safety Standard, or when there is a safety-related defect in the vehicle or equipment . This does not check either of the boxes. This would fall under a Technical Service Bulletin (TSB) which basically tells the dealer how to fix it, part numbers, and labor time if the customer “complains” about it while under the provision of the warranty. They don’t advertise TSB’s well as it costs them money. I randomly “scrub” the TSB’s and commonly find issues that I noticed but never put much thought into. As long as you are under warranty, they will do the TSB’s free. I look for the TSB’s on this site, I know it’s a Jeep site, but they share the same platform. Just read into a little and you can see what vehicle the TSB applies to.
www.wk2jeeps.com

Jeep Models, Specifications, & Culture | JeepSpecs.com

Featuring extensive research & content curation, JeepSpecs.com aims to fill the gaps in your Jeep research!
www.wk2jeeps.com
Click to expand...
Thank you for explaining this. So many people think that everything qualifies for a recall. Recalls are always done under the threat of the federal government. The government doesn't care about your touchscreen.
 
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Discussion starter · #11 · (Edited)
MikeD1 said:
My dealer did say it seemed to be a warm/humid climate issue, so those up north may not be seeing it (for now anyway !).
Click to expand...
It will suck for people that this happens to when the truck hits the 100K mark, I talked to the parts department; new they are $1500 + labor, refurbished they are around $500.
 
#12 ·
Had mine replaced without any issues or problems. Dealer concluded it was a production defect and ordered a replacement. Then SRT stepped in to get it faster as they were told it would take 3-6 months. Got mine two weeks later and even has a updated interface.

SRT is a blessing to have when you have issues. Even got a mopar extended warranty out of the whole deal
 
#13 ·
I have attempted going to the dealership and they said since my warranty is out that it would be out of pocket cost. I have a 2018 with 46k miles. Called FCA customer cares and was told the same thing. So basically if you buy a $50k vehicle and you will have to pay $3k every 3 years to have the screen replaced. There's a company that charges $300 that you send your Head unit out to and they repair it and send it back, but I can't be without a vehicle for however long that takes

Another note FCA said that I should have it replaced and keep my receipts in case they decide to reimburse me later. Yeah right ! Anyone have any other ideas?
 
#14 ·
shelbymopar89 said:
While it does need to be addressed, it does not qualify to be recalled. A recall is
when a motor vehicle or item of motor vehicle equipment (including tires) does not comply with a Federal Motor Vehicle Safety Standard, or when there is a safety-related defect in the vehicle or equipment . This does not check either of the boxes. This would fall under a Technical Service Bulletin (TSB) which basically tells the dealer how to fix it, part numbers, and labor time if the customer “complains” about it while under the provision of the warranty. They don’t advertise TSB’s well as it costs them money. I randomly “scrub” the TSB’s and commonly find issues that I noticed but never put much thought into. As long as you are under warranty, they will do the TSB’s free. I look for the TSB’s on this site, I know it’s a Jeep site, but they share the same platform. Just read into a little and you can see what vehicle the TSB applies to.
www.wk2jeeps.com

Jeep Models, Specifications, & Culture | JeepSpecs.com

Featuring extensive research & content curation, JeepSpecs.com aims to fill the gaps in your Jeep research!
www.wk2jeeps.com
Click to expand...
I would disagree. This is definitely a safety related defect. Most of the vechicles functions are controlled by the infotainment center.
Multiple reports of ghost touching has been reported with this issue. If your vechicle randomly changes settings while your driving it’s a distraction to you that you notice & you take your eyes off of the road to look around to find out what is going on.
Definitely a safety issue.
 
#15 ·
This is not a safety issue. If it starts ghost touching you can just turn it off. I do think they should extend the warranty coverage on it so people don't get denied repair over a known issue. They did it with the fuel tanks on the 2005-2010 300, chargers, and magnums. A real safety issue that I can't believe they haven't recalled is the early 2000's chevy trucks that the brake lines rust until they burst causing a loss of brakes.
 
#17 ·
Moose135 said:
7+ years and my screen looks fine...
Click to expand...
You clearly don't have an 18 which is apparently the only year this happens. Probably jinx it but my 18 still no issues. It's hot and humid here in NY a few months of the year so it's probably only a matter of time. Good thing I have the lifetime warranty.

Sent from my SM-G998U using Tapatalk
 
#20 ·
herein2018 said:
I thought I would warn other Dodge Durango owners that recent model Dodge Durangos have a known issue where the center touch screen starts separating. Mine started as a tiny bubble and now the entire top of the screen is starting to separate. I don't know the exact years this is an issue with but mine is a 2018 Durango SRT. After the screen started to separate it then became nearly unusable because it thinks you are pressing down on the screen with your finger; mine goes nuts; starts asking if I want to adjust the clock, switches to the radio, will not stay on the navigation screen, popups appear everywhere etc.

I took it in to the dealership since I still have a month left on my warranty and they said it is a known issue, that they don't plan on a recall, and that the day the warranty runs out you will have to pay out of pocket to get it fixed. So if your DD has even the tiniest bubble in the screen and it is still under warranty I would take it in immediately; it will get worst and it will not be replaced for free after the warranty runs out. The dealership said when it starts happening that you should unpair your phone from the radio because it will start calling your contacts and doing other things on its own.

Below are pictures of what mine looks like. I live in FL so it is very hot and humid so mine probably separated sooner than some people's will. If you live in a colder climate it may take longer (or not separate at all) but I would hate to have to pay for that screen after the warranty runs out. A final piece of "good" news is that it takes 2-3wks to get the new unit because apparently they custom build each head unit based on the exact vehicle so now I'm stuck with a possessed screen for another few weeks.

View attachment 113360

View attachment 113361
Click to expand...
its a know issue with jeep, Chrysler and doge vehicle's. Happened to my 2018 jeep renegade. i was out of warranty. When i went i had 43,000 miles on my car. I called FCA first and they opened up a case. I just got my new screen replaced last week.
 
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