Appalling Nissan Service again
Submitted: Saturday, Jan 26, 2008 at 00:07
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Member - extfilm (NSW)
Got the ute back today from Nissan after having it for a week to do approved warranty work. They gave me a brand new Tiida to drive around in for a week. It had 358kms on the clock when I picked it up. Could only use it in the syd metro area. :(
The work that was approved was
A new bullbar..... This is the third now. Have snapped 2
New front
seat....... this one had sagged........
6 or more cracks to the supports that attach the chassis to the tray including one cracked right off......
Cracked radiator support........
Near side mirror extension replacement as the original had the paintwork bubbling and peeling away.
Had everything aproved since November last year and early January booked it in for all the work to be done this week.
I have some pics to do this weekend in
Canberra at the Aus mountain bike champs. Nissan had told me the loan car was for
Sydney Metro only.
Thats fine I said, Just make sure I have the ute back for friday to go away.
Picked it up late this afternoon after it was there for a week and the only thing that was done was the Bullbar......... Was told I will have to rebook it for the rest. Was told when I dropped it off all the parts were there.
To make matters worse one of the indicators/park lights has been installed the wrong way and one of
the spot lights has not been aligned. You don't even need to turn them on to see it. It is at least 45 degrees out. Good for tree spotting. Some people just have no pride in there work these days and if they did use an apprentice to do the work then god help the motor repair industry.
In conclusion it took the dealership a week to fit a bullbar that had already been ordered and was in stock.
I am appalled
Reply By: Trevor R (QLD) - Saturday, Jan 26, 2008 at 09:36
Saturday, Jan 26, 2008 at 09:36
Unbelievable, I used to get this sort of run around when the Patrol was going back and
forth for warranty repairs. In the end, I bit the bullet and fixed things myself with my own mechanic even though it was still under warranty. The time off the road while Nissan dilly dally around is more costly than the repair costs so I just bit the bullet and fixed at my expense. Since these "repairs" were done, I have just lived with all other issues this Patrol has and it has cost me minimal since.
WHEN WILL NISSAN WAKE UP AND LISTEN TO THEIR CUSTOMERS???
I even filled in customer satisfaction survey, blasted them about poor after sales service ect ect. They then had the hide to send me a follow up letter saying, thank you for your kind words blah blah blah..... was a standard letter printed up without them even looking at what I had to say. Wasted my @###@'n time.
Good luck with it.
Trevor.
AnswerID:
283838
Follow Up By: 3.0turbob - Sunday, Jan 27, 2008 at 17:53
Sunday, Jan 27, 2008 at 17:53
Not just Nissan,
I had several issues with Toyota when I had my 4 Runner. Unbelievably poor service every trime I took it in. Complained to the service Manager with no result. I then wrote a letter to Toyota head office complaining about the service. (after one service the vehicle was fine when I took it in but when I picked it up, it would splutter and stalled at the lights on the way
home)
They sent me a standard customer survey questionair. I added a few "points" of my own, never heard anything back from them.
Rob
FollowupID:
548678
Reply By: Stephen M (NSW) - Saturday, Jan 26, 2008 at 09:50
Saturday, Jan 26, 2008 at 09:50
Hi extfilm, and Nissan is not the only brand either. Yes most things will be covered under warranty but as mentioned above its the hassle of it all, drop off,pick up, work still not completed. The painfull thing is that you made sure all was in stock prior to booking it in with them to make sure you wouldnt be waiting for anything and when you pick it up expect it to be all completed properly. I wish they would bring in the lemon laws like USA have, if the vehicle spends a certain amount of time either off the road or in a work
shop due to mechanical/body issues you get a new one. I dont know how you would have kept your cool cant say I would have myself. Sorry to hear you have had so many issues with your vehicle. Not going to start a Nissan/Toyota war but can tell you I will never buy a New Nissan and that is pretty much mainly because of what I have read on here and the fights that go on between customer and Nissan when trying to get warranty done with out them trying to blame the customer. I know as I have said above its just not Nissan but they seem to be the worse. Maybe its time to start taking some pics (which Im sure you will have no probs doing) and start to give it to them that you will be taking it much further. I would be also requesting a 4wdrive vehicle so you can do your work and threatn them that you will be handing over to them some quotes from lost work due to you not having your vehicle completed when it was suppose to be and them not offering a 4wd as a loan vehicle. You cant tell me they dont have one as a demo that one of the saleman are driving to and from
home in, if they say they dont there full of s hit. Give it to them big time and keep us informed on how you go. Definately takes the enjoyment out of owning a new vehicle. Regards Steve M
AnswerID:
283840
Follow Up By: Trevor R (QLD) - Saturday, Jan 26, 2008 at 11:16
Saturday, Jan 26, 2008 at 11:16
Stephen,
I tried to "demand a 4wd or utility" to continue my work and Nissan gave me a Pulsar and had the hide to rant and rave when it went back with an extra 3000km on the clock (no different to what I would do with my Patrol in normal circumstances). In comparison, I had my 100 series go into Toyota for warranty work and they were only too happy to organise a rented hilux for me to continue my work, the planned 6000km job was no hassles for them.
You may pay more for the Toyota product but from my experience, if you need the warranty part of a new vehicle purchase, you are more likely to get satisfaction from the Toyota product as opposed to the Nissan. I understand and can cope with warranty issues on new vehicles but when you have to fight so hard to get so little done, consumers get very angry to say the least. I am proud to say, I have directly influenced the purchase decision of 3 friends and Nissan did not get their money (these folk were buying new. Secondhand is another ballgame.)
Cheers, trevor.
FollowupID:
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Follow Up By: Member - AJB (VIC) - Saturday, Jan 26, 2008 at 21:41
Saturday, Jan 26, 2008 at 21:41
Only 3 Trevor. I am up to about 43!
Keep spreading the word.
FollowupID:
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Follow Up By: Member - extfilm (NSW) - Monday, Jan 28, 2008 at 20:44
Monday, Jan 28, 2008 at 20:44
I'm up to 25 + 1 today at the mountain bike nationals
FollowupID:
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Reply By: Member - DAZA (QLD) - Saturday, Jan 26, 2008 at 10:09
Saturday, Jan 26, 2008 at 10:09
Hi ext film
When we first purchased our Nissan Navara ,late 2006, we had a
minor warranty problem, some thing to do with the engine
management system, most mechanics could have adjusted it and
test driven it in less than 4 hours, they had it for 2 days,
I had a discussion with the service manager, and was told if I didnt
like the service, take the vehicle to some other dealer, I phoned
Nissan Australia head office and they stated they dont control
dealerships, so I went back to the dealership where I had the work
carried out and demanded to speak to the Principal of the business,
after some lengthy debate, we came to an under standing,
I dont have any problems, any more, and just by coincidence they
have a new Servive Manager who knows how to treat customers.
Cheers
Daza
AnswerID:
283843
Reply By: Hairy (NT) - Saturday, Jan 26, 2008 at 11:18
Saturday, Jan 26, 2008 at 11:18
Come on...Dont be so harsh on them!
Id like to se see you turn $hit into strawbery jam...
HaHaHa
Seriously though,
A company I used to work for bought 7 new Nissans.
The tray tops bent in the middle, the seats saged, the chassis cracked and the whole bloody things just shook apart.(about 2006 model)
When we complained to Nissan they started off by saying "what do you expect? Ya load the bloody things up and hammer them down the Tanami road twice a week"!
When Nissan come and had a look at one of them loaded the bloke stood there and said "see youve got way to much on there, no wonder your destroying them"
He was stuffed for words when we gave him the reciept from the weighbridge to say we could still throw another 100kg on it....
LOL
Cheers
AnswerID:
283847
Reply By: Member - joc45 (WA) - Saturday, Jan 26, 2008 at 13:31
Saturday, Jan 26, 2008 at 13:31
Eventually you do get satisfaction if you complain enough.
About 20 years ago, I bought a new Maverick from a Ford dealer in southern suburbs of
Perth. Was a poverty pack and was supposed to come optioned with factory air. They fitted the cheapest aftermarket one they could get. Complained to dealer, each time could only get to talk to service dept, they said I must talk to sales. Sales were never available, never returned call. When Ford sent a customer satisfaction form for me to return, I attached 5 typed pages of my complaints, all about the dealer, as there were many other service issues as
well. Ford's response was that I should take it up with the dealer, not their concern. I gave up in disgust, till I was travelling on rough roads near
Exmouth, and the aircon condensor shook loose and cut into the radiator, causing coolant loss. Managed to fix it in time with epoxy
putty and limped into
Exmouth. Took many photos of the damage and the standard of the installation and forwarded them off to Ford Aust with a 6-page typed letter. Got a reply back to take it to the dealer and they would fit a new factory aircon.
Satisfaction at last. Would never buy anything from Ford again.
The vehicle, which was a Nissan really, never gave any other trouble for 250,000 when I sold it.
Gerry
AnswerID:
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Follow Up By: Bware (Tweed Valley) - Saturday, Jan 26, 2008 at 14:09
Saturday, Jan 26, 2008 at 14:09
Hey Gerry,
'Eventually you do get satisfaction if you complain enough.'
Personally, I would not be satisfied if I had to go through that. Eventually you may get what you want in regards to the vehicle, but no satisfaction.....
FollowupID:
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Follow Up By: Member - joc45 (WA) - Saturday, Jan 26, 2008 at 15:04
Saturday, Jan 26, 2008 at 15:04
Hi Bware,
Hence my statement that I would never buy anything from Ford again. And I took my servicing to another dealer. And I will happily continue to tell colleagues 20 years on what a $h!t that dealer is. (I've still got all the correspondence to back it all if anyone wants to take me to court for libel).
Yeh, I suppose it wasn't really satisfaction, but I was pleased I got the issue resolved, which wasn't the outcome the dealer had hoped. They had to dump a complete aircon unit and buy one from Nissan. And I kick-started Ford into doing something about that dealer, even if it did take 18 months.
These days, one can get faster results with the bad publicity on the internet, but it was a hard slog back then.
Gerry
FollowupID:
548551
Reply By: Dave Thomson - Saturday, Jan 26, 2008 at 14:52
Saturday, Jan 26, 2008 at 14:52
Sorry but it must be me, as soon as I was getting a negative
feedback from Nissan about my Patrol I sold it and NEVER went back there, theres NO excuse for bad service, I've heard every reason you can think of to stay with the Patrol including 100.000 K's is good value for what they cost, that was a classic, youv'e got split rims that actually split,
barn doors that crack, 5th gears that sieze,engines that blow, wheels that fall off and non existant service, why oh why do we put up with it ??? I really wonder if Nissan HQ reads any of these posts it'd be great to get a head honcho on
the spot I'd love to hear the company's reasons for fobbing me off in the manner they did, just keep running it till it blows then we'll look at POSSIBLY paying half ??? ROTFLMAO.............
never again Nissan, never again........
AnswerID:
283859