Nissan extended warranty – Peace of mind or a piece of …. paper?????

Submitted: Wednesday, Jul 06, 2011 at 14:29
ThreadID: 87412 Views:5434 Replies:11 FollowUps:11
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I’m new to caravanning and also new to this forum which seems to have a huge amount of really useful information relating to exploring Australia and that is something I really want to do now that I have a caravan. So if this subject is of no interest to anyone please tell me and I will quietly go away.

To tow the caravan I purchased a second hand 2008 Nissan Patrol 3.0Lt turbo diesel about 5 months ago and got the extended warranty to 150,000 klm. (This was a major selling point for the vehicle). The car has now done only 65,000 klm. in total (4,000 by me), and is well within the warranty period.
On our first caravanning trip, the exhaust pipe from the engine separated from the pipe leading to the muffler. Hot exhaust gases heated the chassis and melted/burnt the luggage mat in the rear compartment.

I took it to a Nissan dealer expecting that the damage to both the exhaust pipes and the mat would be covered under the warranty. They sent pictures to Nissan Australia who said this was corrosion in the pipes and would not be covered. I took the car and the muffler to a muffler and exhaust specialist who said there was no corrosion. He repaired the exhaust connection and replaced the mat. Total cost was $483.

I believe I should be reimbursed for this but emails (including the pictures I took showing no corrosion to the pipes) and phone calls to Nissan Australia have been met with a firm “NO”. Nissan Australia claim this is not a manufacturing defect nor is it a material or component failure therefore it is not covered.

I’d love to hear if anyone has successfully prevailed on Nissan to reverse a “customer care” warranty decision and if so how.

I am interested to hear of any similar examples of this type of treatment towards Nissan customers – maybe I was just unlucky or maybe there is a real lesson for those thinking of purchasing a Nissan and/or getting peace of mind from an extended warranty.

On your travels, a St. Christopher medal costs about $1.50, a roll of toilet paper costs about the same and crossing your fingers costs nothing. Any of these provide much more peace of mind than a Nissan warranty IMO.

P. O. Pete
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Reply By: Member -Dodger - Wednesday, Jul 06, 2011 at 14:58

Wednesday, Jul 06, 2011 at 14:58
From My own experience and from what I have read on the forums your last paragraph is very valid.

On your travels, a St. Christopher medal costs about $1.50, a roll of toilet paper costs about the same and crossing your fingers costs nothing. Any of these provide much more peace of mind than a Nissan warranty IMO.

I used to have a handle on life, but it broke.

Cheers Dodg.

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AnswerID: 459297

Reply By: member - mazcan - Wednesday, Jul 06, 2011 at 14:59

Wednesday, Jul 06, 2011 at 14:59
hi welcome to the site
p.o pete
this was discussed in thread 86721 last month so you may like to read the comments and may get some answers from it enter the thread number in the thread search and click go
there are always rear exit gates in these warranties for the manufactures to sneak through contained in the invisable find print section
cheers barry
AnswerID: 459298

Follow Up By: P. O. Pete - Wednesday, Jul 06, 2011 at 20:05

Wednesday, Jul 06, 2011 at 20:05
Mazcan,
Thanks for the welcome.
The 86721 thread reference was interesting but a bit scary. I don't want to pursue the fight for months to try to get $483. I'm amazed that Nissan (who must spend $483 million on advertising) fight so hard not to honour a warranty and pay $483 to a dissatisfied customer.

I asked Nissan if I could cancel the warranty as the they claim "You can cancel the warranty at any time" in their warranty handbook. They quickly pointed out I had failed to read the footnote which CLEARLY states "No refund is applicable after the commencement date of this warranty, unless you are within the cooling off period." Silly me!

P. O. Pete
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Reply By: Ted G - Wednesday, Jul 06, 2011 at 15:51

Wednesday, Jul 06, 2011 at 15:51
Hi Pete
After having a number of 4x4 s and other cars with extended warrenty, I always get them when offered.
I have had a claim on a Pulsar rear shock assorbers one month before it expired no problems.
But with all warrenties they will only cover exhausts from the manifold gasket forward not any of the pipes or muffler the same as tyres and other what is termed wearable items.
I had a new turbo replaced on a Toyota on extended the only thing I had to prove as to why I didn't have the car serviced at 6 month interval on one service as I had been overseas. then replaced no problem.
Best of luck.
Regards Ted
AnswerID: 459300

Follow Up By: P. O. Pete - Wednesday, Jul 06, 2011 at 20:15

Wednesday, Jul 06, 2011 at 20:15
Ted,
Nissan do not mention mufflers and exhaust pipes as not being while they do mention tyres, batteries, brake shoes, etc. etc in their warranty handbook. Nor did they say, while I was on the phone, that mufflers and exhaust pipes were not covered because they were wearable items. This makes me think they should be covered. Thanks for your response.
P. O. Pete
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Reply By: TerraFirma - Wednesday, Jul 06, 2011 at 17:13

Wednesday, Jul 06, 2011 at 17:13
Extended Warranties are misleading to the un-educated. They do not cover all components as you mention yet these are often the components that fail, so you ask yourself why bother.? They are primarily a revenue raising exercise for businesses like insurance, but hardly comprehensive insurance if you like? Typically they cover components that are designed to to work longer than the extended warranty covers, that's why you can't buy extended warranties on older vehicles. In my opinion Mitsubishi has just made this standard, rather than optional with their 5 year warranty. In their case they have increased market share by doing this. In terms of the Nissan extended warranty I have not read their fine print, I presume it covers engine failure, did anyone get their 3 Litre diesel engines replaced (Those that suffered a relatively common failure and had the extended warranty)

Also as you mention manufacturers look to the customer as the reason for failure i.e. vehicle not serviced via schedule and will do everything in their power to escape having to foot the repair bill. In the end my advise to you is buy the brand you expect the least problems with and have trust in their policies, that dictates customer loyalty and repeat business.
AnswerID: 459310

Follow Up By: P. O. Pete - Wednesday, Jul 06, 2011 at 20:21

Wednesday, Jul 06, 2011 at 20:21
TerraFirma,
Thanks for the response. In future I will indeed buy a brand I can trust. I think this forum can provide some good advice.
P. O. Pete
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Follow Up By: olcoolone - Thursday, Jul 07, 2011 at 08:26

Thursday, Jul 07, 2011 at 08:26
TerraFirma, what personal experience have you had with extended factory warranties and what claims have you had denied?
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FollowupID: 732901

Follow Up By: TerraFirma - Thursday, Jul 07, 2011 at 12:48

Thursday, Jul 07, 2011 at 12:48
Olcoolone, Google is your friend, I have never bought an extended warranty because I read the fineprint and came to the obvious conclusion that it was not worth the spend. Here are some links if you want to read about some of the tactics used. Read the posters comments at the top for some obvious examples. olcooone, what is your knowledge on automotive components, may I ask? (Ask a mechanic if he would buy an extended warranty?)









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FollowupID: 732917

Follow Up By: TerraFirma - Thursday, Jul 07, 2011 at 12:51

Thursday, Jul 07, 2011 at 12:51
Site LinkSite Link

Site Link



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Follow Up By: P. O. Pete - Thursday, Jul 07, 2011 at 13:11

Thursday, Jul 07, 2011 at 13:11
olcoolone,

This is the first experience I've had with a Nissan extended warranty and probably the only one I will ever have.

I'm not damning extended warranties I'm damning NISSAN AUSTRALIA and their response to a legitimate warranty claim.

P. O. Pete
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FollowupID: 732921

Reply By: pepper2 - Wednesday, Jul 06, 2011 at 17:14

Wednesday, Jul 06, 2011 at 17:14
I have extended warrenty and have had successfully claimed from nissan ,new intercooler,powersteering pump,towing service.new dash ,But have had to argue for other problems with them.
AnswerID: 459311

Reply By: Member - Captain (WA) - Wednesday, Jul 06, 2011 at 17:34

Wednesday, Jul 06, 2011 at 17:34
I used to have a Nissan GU 3.0TD but now have a cruiser. After the attitude from Nissan Australia and the need to involve Consumer Affairs, a nissan vehicle will never darken my driveway again!

My dealer was good (Northside Nissan, Wangarra WA) but the support from Nissan Australia was so dismal that I voted with my feet and my money and bought a 200 series cruiser. While it has had the odd issue, the service and support from Toyota is diametrically opposed to that from Nissan and I know I have made the right choice.

Others may have a differing view, but that has been my experience.

Cheers

Captain
AnswerID: 459312

Reply By: P and JM - Wednesday, Jul 06, 2011 at 17:44

Wednesday, Jul 06, 2011 at 17:44
Hi Pete,

I had extended warranty with Nissan Aust and in end it was only $1000-00 approx for them. Had big problem with front end on Patrol. Went to local dealer who said it was a warranty job. They contacted Nissan who agreed. Job done, Nissan sh.. on me by saying it was not a warranty job according to their Tech staff (who did not see the vehicle) in Melbourne.
Went to Consumer Affairs who were told the same crap. Would not deal with this mob ever again.
AnswerID: 459313

Follow Up By: P. O. Pete - Wednesday, Jul 06, 2011 at 20:24

Wednesday, Jul 06, 2011 at 20:24
P and JM,
Thanks for the response. Reluctantly, I may have to do the same.
P. O. Pete
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FollowupID: 732887

Reply By: Robin Miller - Wednesday, Jul 06, 2011 at 19:27

Wednesday, Jul 06, 2011 at 19:27
Sounds like issue is wether or not it meet the critera Pete.

Your note seems to say that those who made the descision never actually got there hands on the faulty part - if correct go to consumer affairs and you will win , even though its a pain.

Have had plenty of dealings with Nissan myself and through friends cars and never had problem with getting things fixed , the issue is always wether or not if falls under warranty conditions which is fair enough for a business.

Had an engine destroy itself on a new car once, and after some disblief and backtracking by dealer , the Nissan tech guy had a look at the obvious problem and whole approach changed. New engine airfreighted from Japan , I was told transport bill alone was $15,000.

Every cloud has a silver lining and they gave me a new diesel patrol for some weeks during the process - only ever brought petrol cars since then.

Robin Miller

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AnswerID: 459321

Follow Up By: mikehzz - Wednesday, Jul 06, 2011 at 21:47

Wednesday, Jul 06, 2011 at 21:47
You need to try a decent diesel Robin :-) Mike
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Reply By: Member - DAZA (QLD) - Wednesday, Jul 06, 2011 at 20:11

Wednesday, Jul 06, 2011 at 20:11
I have found the only way to deal with Nissan is to contact the Nissan State Office.

In our case we had two warranty problems with our recently traded 2008 3ltr Nissan, and we contacted the Qld State Office in Brisbane and they couldn't do enough for us, they even recommended the best dealership on the Gold Coast to have the repair carried out.

They even did a followup to make sure we were happy with the repairs.

Cheers
AnswerID: 459325

Follow Up By: P. O. Pete - Thursday, Jul 07, 2011 at 13:28

Thursday, Jul 07, 2011 at 13:28
DAZA (QLD),
I'm also in Qld.

Please provide a phone number or name or email. I can't find anything except the national office in Vic. or the "Customer Care" number.

Email me direct if you wish.

P. O. Pete
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FollowupID: 732925

Follow Up By: Member - DAZA (QLD) - Thursday, Jul 07, 2011 at 18:43

Thursday, Jul 07, 2011 at 18:43
G/Day Pete
QLD Regional Office
Nissan Motor Co (Australia)Pty Ltd
41 Lysaght Street
Acacia Ridge 4110 Qld
Ph (07) 33450600
Fax (07) 33443112

I hope this helps, when you phone tell the switch board operator to put you through to the Technical Section, just don't bounce them.
They will give you the info you require.

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FollowupID: 732940

Reply By: skulldug - Thursday, Jul 07, 2011 at 18:14

Thursday, Jul 07, 2011 at 18:14
Pete,

Am I reading you correctly - while still under warranty, you had a problem with the exhaust that resulted in a fire in the vehicle? So you have informed Nissan and they have not taken any steps to rectify the problem. Sounds like something the authorities should know about. Why not write to them advising that Nissan are aware of a fire safety risk and have done nothing? Request an investigation.

Details are:

The Secretary
Department of Infrastructure and Transport?
GPO Box 594?
CANBERRA ACT 2601

Cheers

Skull
AnswerID: 459378

Reply By: Member - Wayne B (NSW) - Friday, Jul 08, 2011 at 20:04

Friday, Jul 08, 2011 at 20:04
If the vehicle is still covered by the original NEW vehicle warranty then Nissan should cover the exhaust. Unless there are obvious signs of rust caused by external conditions eg salt water ( backing boats into ramp is a common cause of failure with the rear section of exhausts.

There will be some debate on the damage to the mat as the driver continued to drive the vehicle with a known broken exhaust. It is an out for them.

Extended warranties dont cover everything in the vehicle read your policy carefully to see what is covered. Wording like defects caused by what could be considered normal wear and tear.

Servicing is critical as is the use of genuine parts including oil and fuel filters USE the Correct OIL. In my job I see these problems every day. Tribunals find in favor of the manufacturer if the servicing is not up to scratch. When manufactures had 12 /20000 km warranty it was not so important as the vehicle would generally last longer then that regardless of regular servicing. These days with 3 and 5 year warranties the vehicle wont last unless it has been serviced correctly. ALL manufacturers are clamping down on incorrect servicing.

You can contact Skye at Nissan Australia customer services but I warn you now unless it is 99% due to manufacturing fault they are unlikely to reverse a previous decision.

Cheers Wayne B

AnswerID: 459446

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