Update - Nissan are having problems understanding it's VCAT Order
Submitted: Thursday, Nov 10, 2011 at 17:16
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Leroy
Yes it's sad but true.
It's Time for an update from my original thread which can be found here:
http://www.exploroz.com/Forum/Topic/88629/Nissan_Aust_in_breach_of_VCAT_order_-_04_Patrol_engine_failed__approx_100k_km.aspx?ky=leroy+vcat&sn=&p=%2fForum%2fDefault.aspx%3fs%3d1%26ky%3dleroy%2bvcat%26pn%3d1
I've been waiting all this time for a directions hearing date from VCAT due to the National Customer Service Manager (what an oxymoron!!) Harel Shachar, Phone 03 9797 4259 Mobile 0448 357 128 Email: harel_shachar@nissan.com.au
having difficulty interpreting the order. But this is the same order he agreed to at the VCAT Conference Hearing.
But in typical Nissan fashion they have to drag things out as long as possible and try to discomfort and inconvenience the customer as much as possible.
I was surprised it took so long to get the VCAT directions hearing scheduled seeing the conference hearing took only half the time! So the big day is on the 7th of December and once again I have to find my way to
Melbourne with extra costs incurred for travel,
parking etc.
Anyone contemplaing taking Nissan to VCAT or Fair Trading can find a few tips here:
http://www.patrol4x4.com/forum/724281-post62.html
Stay tuned!
Leroy
Reply By: member - mazcan - Thursday, Nov 10, 2011 at 17:45
Thursday, Nov 10, 2011 at 17:45
hi lefroy
good luck
you should realize by now that these govt dept
wheels turn really slow
hope the long awaited outcome is in your favour
cheers
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Follow Up By: member - mazcan - Thursday, Nov 10, 2011 at 17:48
Thursday, Nov 10, 2011 at 17:48
sorry about the name spelling leroy
but you have been having a friggin long wait lol
cheers
FollowupID:
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Follow Up By: Leroy - Thursday, Nov 10, 2011 at 18:37
Thursday, Nov 10, 2011 at 18:37
I shouldn't have to wait for the government
wheels. Nissan have an Order against them and should do the right thing instead of trying to keep putting me through the wringer!
ah Mr. Lefroy! hehe
PS Me not good spella either!
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Reply By: deserter - Thursday, Nov 10, 2011 at 17:56
Thursday, Nov 10, 2011 at 17:56
I will never buy Nissan.
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Follow Up By: Leroy - Thursday, Nov 10, 2011 at 18:24
Thursday, Nov 10, 2011 at 18:24
You and me both. Crap product, crap customer service, crap attitude towards customers.
Leroy
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Follow Up By: workhorse - Thursday, Nov 10, 2011 at 19:32
Thursday, Nov 10, 2011 at 19:32
I wonder if Nissan Japan realise what these people are doing to their brand by being difficult with customer service. Forget the actual vehicle problem, it's the action (or inaction) regarding rectifying the problem that will hurt their brand the most.
I had a big problem with a
well known Japanese motor vehicle who's local distributor was being difficult.
I wrote to Japan HQ and saw an immediate change in behaviour.
All the best.
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Follow Up By: Leroy - Thursday, Nov 10, 2011 at 19:51
Thursday, Nov 10, 2011 at 19:51
When my gearbox failed and my vehicle was in it's 4th week of being off the road and we were at around 4 months with the issue, I sent Nissan Japan an email and they refered it to Nissan Aust. customer 'disservice'.
Leroy
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Follow Up By: Patrol22 - Sunday, Nov 13, 2011 at 12:23
Sunday, Nov 13, 2011 at 12:23
I've hear of a number of people having difficulties with Nissan and can understand why some folks get cranky but I have to say that my personal experience is just the opposite. I've had great service from all parts of Nissan - from the dealer here in
Canberra to very quick approval for the one warranty issue I've had....that was for a new torque covertor in the auto box on my D40. I can't comment re my patrol as I've never had to make a warranty claim on it (had 340000km when I sold it).
Thinking a bit further I the paint on the PWR button on the stereo peeled off and instead of just replacing
the knob...Nissan replaced the whole stereo......I really wasn't too phased with the issue but the Service Manager told me that he would have it replaced.
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Reply By: Member - Wayne B (NSW) - Thursday, Nov 10, 2011 at 21:43
Thursday, Nov 10, 2011 at 21:43
Mate you are making life hard for yourself.
Firstly you were lucky to get the decision in your favor you could have just as easily got nothing. If Nissan are going to supply a long engine then you are way in front.
The VCAT would normally consider such an offer as reasonable. Most likely you will not be granted bolt on accessories like Turbos, Alternators, Starter Motor,
Water Pump, Fuel Pump or Injectors. Your problem was a cracked Cylinder Head and damage to a Piston. All the parts I mentioned above have nothing to do with the problem.
By not signing the release all you have accomplished is further delays in getting the thing fixed.
IMOP you are being just as difficult as Nissan to deal with.
And yes I agree Nissan Customer Service is non existent.
Good luck with it all the same.
Cheers
Wayne B
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 07:28
Friday, Nov 11, 2011 at 07:28
The order says they have to supply all parts. Nissan are now trying to limit their lliability now that the decision has been made by making an 'offer' after the VCAT conference hearling! What tha?????
It's got me buggered why they didn't make a reasonable offer at the beggining of all this mess instead of going down this path and now they want to try and back peddle (or limit their liabilty) as much as they can.
Parts like turbo's etc are not bolt on accessories and are required for the engine to function.
Leroy
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 07:49
Friday, Nov 11, 2011 at 07:49
And you have to ask yourself why Nissan won't refer to the VCAT Order in its entirety in thier so called Deed of Release they want me to
sign. Obviously there are other issues/parts that are required and it comes down to the big business trying to squeeze the little guy as much as they can! (limit liability) but the VCAT Order says otherwise.
Leroy
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Follow Up By: Member - John (Vic) - Friday, Nov 11, 2011 at 19:54
Friday, Nov 11, 2011 at 19:54
Why do you have to
sign a release for Nissan?
They are required to comply with the order in full, nothing more!!
I would be applying for a further costs order against Nissan over this crap!!
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 20:39
Friday, Nov 11, 2011 at 20:39
I agreed to
sign a deed of release but that's what it has to be. It's also in the VCAT Order. But Nissan are also insisting it's a prerequisite to releasing the parts that this is signed which is not the case.
Yes now that I have a date for the directions hearing I will be asking for costs. Not just for rego and insurance but also for all the stress etc associated with not having the vehicle. My kids have had to miss out on things or we've had to inconvenience people to take our kids to events etc.
To compound things I'm now unemployed and can't get to town if I find a job, I can't start a business because I can't carry ladders etc as the racks are for the Patrol.
Nissan are the meanest of companies.
Leroy
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Reply By: Member - Captain (WA) - Friday, Nov 11, 2011 at 00:15
Friday, Nov 11, 2011 at 00:15
Hi Leroy,
You are living proof of why I will NEVER buy another Nissan. Anything mechanical may have issues, so its how the manufacturer deals with those issues that counts. I too had my issues with Nissan Australia over my GU and never again will I deal with them. Went back to Toyota and while I have had the odd mechanical issue, the difference in customer service is amazing.
Keep up the good work and don't let them wear you down. He who laughs last laughs longest :)
Cheers
Captain
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 07:32
Friday, Nov 11, 2011 at 07:32
The customer service is appalling. From the word go when the gearbox failed at 12,000 km's and it was off the road for 5 weeks over 5 months with them trying to fix it instead of replacing it.
Then when the rear door cracked at 65,000km's and they said that's fair wear and tear......hello!
I had a chat to the dealer yesterday to try and get him to expedite this and he said he woulld get back to me later in the day. Hello Hello.....I'm still waiting!
Leroy
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Reply By: Leroy - Friday, Nov 11, 2011 at 08:05
Friday, Nov 11, 2011 at 08:05
And anyone who is having problems with their 3.0l Patrol and Nissan DisCustomer Service, remember, regardless of whether it's out of warranty or not, the product has to be of merchantable quality. This not only goes for POS 3.0l Patrols but anything that is sold by a retailer.
If you're thinking of going down the same path, here are a few tips I posted on the Patrol4x4.com
forum.
http://www.patrol4x4.com/forum/724281-post62.html
Leroy
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Reply By: Member - bbuzz (NSW) - Friday, Nov 11, 2011 at 10:10
Friday, Nov 11, 2011 at 10:10
Leroy,
I am having the same problem with Toyota and the cracking dash saga. My hearing comes up in a few weeks, so heres hoping.
Bill
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 11:04
Friday, Nov 11, 2011 at 11:04
Good luck. :) Post back on how you go.
Leroy
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Reply By: Member - DAZA (QLD) - Friday, Nov 11, 2011 at 14:14
Friday, Nov 11, 2011 at 14:14
I have posted this info on several occassions re: Nissan Warranty Problems.
Contact your NISSAN STATE OFFICE instead of the main Nissan Australia Office.
You will have more success in getting a favourable outcome.
State Office Management cut through the red tape and are independant of the Nissan Public Relations crap that you get from the head office.
When you contact them you talk directly with management and they don't stuff you around.
Cheers
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Follow Up By: Leroy - Friday, Nov 11, 2011 at 19:33
Friday, Nov 11, 2011 at 19:33
The state offices would have to report to HO so I doubt it would make that much difference.
Leroy
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Follow Up By: Member - DAZA (QLD) - Saturday, Nov 12, 2011 at 07:49
Saturday, Nov 12, 2011 at 07:49
They make their own decisions.
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