Appalling Nissan Service again

Submitted: Saturday, Jan 26, 2008 at 00:07
ThreadID: 53906 Views:2980 Replies:15 FollowUps:10
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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
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Reply By: Bware (Tweed Valley) - Saturday, Jan 26, 2008 at 02:14

Saturday, Jan 26, 2008 at 02:14
You've had a run, haven't you?

I don't know if you lease or buy your vehicles for business reasons but I wonder at the need of people to buy verhicles with a short term attitude. That is what the market caters for as well. Buying a vehicle to last 20 years is considered 'silly' or 'not with it'. At the end of the day you lose less money on a vehicle like a 'cruiser or patrol bought new, or even less bought second hand, than any other 4wd. And you don't have all the headaches. Just because a vehicle has a warranty, 'that's OK I get it fixed for free' what about having your vehicle off the road which is supposed to be NEW and problem free?
AnswerID: 283829

Follow Up By: Bware (Tweed Valley) - Saturday, Jan 26, 2008 at 02:28

Saturday, Jan 26, 2008 at 02:28
Sorry, not supposed to be a personal attack, just a general view on cars in general.

The inlaws bought my wife a NEW Kia and it has been a piece of crapola since day one. Sure , it is all covered by warranty, but we have to get it there, do without a car, and pick it up. I've never had to do that with my '93 Landcruiser.
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FollowupID: 548503

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
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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.
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FollowupID: 548531

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.
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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
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Reply By: Member - Phil G (SA) - Saturday, Jan 26, 2008 at 10:06

Saturday, Jan 26, 2008 at 10:06
It obvious that they don't want you as a customer and are deliberately p!ssing you off so you won't come back.
AnswerID: 283842

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: 283854

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.....
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FollowupID: 548547

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
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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

Reply By: Kiwi & "Mahindra" - Saturday, Jan 26, 2008 at 16:52

Saturday, Jan 26, 2008 at 16:52
tell them that it is rediculous what you have gone through with the car...which it is!!!!

show them all the receipts and tell them if its not fixed you want a new car because when you buy a new car these things should not happen and if its not done to your approval then take it further....

hope it works out for you

laura
AnswerID: 283865

Reply By: Member - Oldbaz. NSW. - Saturday, Jan 26, 2008 at 17:21

Saturday, Jan 26, 2008 at 17:21
Mate ,you've copped a shellakin no doubt. I would take it to the
management level & cry loud & long. May not help but we cant
take this sort of service lying down. You obviously wont return to this Service provider, & are aware you dont have to have Warranty
service done by the dealer supplying the vehicle. I wish you
better luck in the future.....oldbaz.
AnswerID: 283869

Reply By: macca172 - Saturday, Jan 26, 2008 at 18:11

Saturday, Jan 26, 2008 at 18:11
I have a 2006 D40 diesel manual, keeps jumping out of 5th gear. Has done it with Nissan tech in the car, can they fix it, do they seem to wan to fix it.......no! Rang Nissan HQ in MLB, response "never heard of that one before".....my response....."as far as Im concerned, the gearbox can blow itself to kingdom come, whatever Nissan you will fix it"!
AnswerID: 283874

Reply By: d04 - Saturday, Jan 26, 2008 at 20:57

Saturday, Jan 26, 2008 at 20:57
Had Nissans for years had no trouble with warranty, sevice or reliability perhaps its the drivers or perhaps no maintenance,don't blame the vehicle.
AnswerID: 283892

Follow Up By: Trevor R (QLD) - Saturday, Jan 26, 2008 at 21:27

Saturday, Jan 26, 2008 at 21:27
With specially made log books and still getting them stamped and serviced by the one mechanic, at 340000km you can't blame lack of service in my rig. Reliability is also not a problem, I can predict exactly when the heap of crap will run hot almost to the minute (reliable as clock work!!). Won't comment on the driver, but with only one driver my rig is probably driven a lot easier than some of the renters or corp cars that often get FLOGGED to within an inch of their life by hundreds of drivers (maybe not as good as some "church on Sunday" cars though).

The main gripe is lack of care from the Nissan "team", dealership and head office, to my complaints and issues surrounding my purchase when the truck was new. I stopped giving a rats what Nissan think, about 6 months after I bought the Patrol. This is about 2 months after local Nissan service dept. stopped trying to help me, pretty bleep poor from a $60K investment. Last cent they will ever get from me though and at 36 y/o and 5 new and 2 demonstrators under the belt, you can rest assured they will miss out on plenty of opportunities to grab my dollar in the future. Their loss not mine.

I am not blaming the vehicle, just the Nissan Team.
Trevor.
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FollowupID: 548586

Follow Up By: Truckster (Vic) - Saturday, Jan 26, 2008 at 23:03

Saturday, Jan 26, 2008 at 23:03
You may have had no issues with warranty etc, but when did you last try and claim warranty.

Have a search and read thru any 4wd forum about Nissan service or lack of giving a toss by dealers mainly (cause nobody gets past them for warranty!), if it isnt the worst, Im scared.
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FollowupID: 548604

Follow Up By: Member - extfilm (NSW) - Monday, Jan 28, 2008 at 20:56

Monday, Jan 28, 2008 at 20:56
D04,
I am a mechanic and have serviced it by the book and even knowing I was heading on a trip at xmas I serviced 3000 kms after the last service fuel filter, air filter and oil. it didn't need need it but did it anyway so I wouldn't have any problems. Did 6000kms in 2 weeks. As for the driving of it, I have an understanding that it it breaks in a very remote place I die. I even have gps proof that when the second bull bar snapped I was averaging 14 to 19 kms an hour on the simpson. I spoke to people who reckoned they had done the french line in 2 days. I thought I was pushing it doing it in 3.
Peter
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FollowupID: 548951

Reply By: Truckster (Vic) - Saturday, Jan 26, 2008 at 21:36

Saturday, Jan 26, 2008 at 21:36
petrol and a match.

I would ask if any of the salesmen, or other staff have company supplied 4wd's and either smash them and fawk their weekend, or demand their car.

Chit service? Seems standard these days. Just ask Willem LMAO!

What did they say regarding the week to fit a bullbar and do nothing else?
AnswerID: 283895

Reply By: padler - Sunday, Jan 27, 2008 at 08:30

Sunday, Jan 27, 2008 at 08:30
Get youself onto, notgoodenough.com.au and tell your story. All these companies are watching this site. It works most times. Many thousands of people are using this site with great success of satisfaction.
AnswerID: 283909

Reply By: Brian (Montrose, Vic.) - Sunday, Jan 27, 2008 at 22:55

Sunday, Jan 27, 2008 at 22:55
And yet the Mitsubishis go quietly about their business without a drama....

Sorry couldn't resist, last Triton we had at work (petrol V6) has done over 400k now without problems and my one (TD) is up to 100k in a yr and a half, no issues yet.
AnswerID: 283999

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