Loyal customers - This is what Nissan Australia say its NOT

Submitted: Tuesday, Mar 20, 2012 at 13:45
ThreadID: 92654 Views:4527 Replies:8 FollowUps:15
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When Nissan Australia was deciding on compensation for a failed 3.0l CRD engine for someone I know they said buying 2 Patrols and a Murano new wasn't enough to be considered a loyal customer.

Those guys have no idea of customer service.

Leroy
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Reply By: Bazooka - Tuesday, Mar 20, 2012 at 15:21

Tuesday, Mar 20, 2012 at 15:21
Who is "they"? Nissan head office, a local dealer?

I think we should take your comments with a grain of salt.
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Follow Up By: P and JM - Tuesday, Mar 20, 2012 at 17:56

Tuesday, Mar 20, 2012 at 17:56
Bazooka,

You don't know much about Nissan Australia's Customer Service by your remarks.

Have a dealing with them like MANY of us on this site and other Australians have had and you will realise what Leroy means

OOROO P&J
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Follow Up By: Leroy - Tuesday, Mar 20, 2012 at 19:58

Tuesday, Mar 20, 2012 at 19:58
Oh Bazooka, You better read my post a little more closely. I'm sure there are the words Nissan Australia.

Thanks P&J.

Leroy
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Reply By: cookie1 - Tuesday, Mar 20, 2012 at 15:55

Tuesday, Mar 20, 2012 at 15:55
I just sold my 2009/2010 Patrol after buying 2 new and 3 second hand units and pretty much down to the Nissan service culture. Apparently I don't know how to drive a manual as the clutch wore out at 29,000km, minimal towing of a 16' boat and any warranty investigation was at my cost initially then, if they deemed it warranty, then they would reimburse me - yeah right.

I have now gone to Toyota but must say my initial interaction with their service and spares people hasn't been fantastic either - the New Car feedback that they asked me to complete got a response though!

If I treated my clients the same I would be out of business real quick!

Cheers

Colin
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Follow Up By: Leroy - Tuesday, Mar 20, 2012 at 20:03

Tuesday, Mar 20, 2012 at 20:03
Colin, That's disappointing. I bought a Ducati a while back and when I take it to the dealer for servicing I feel like I'm treated like a God. I know when the time comes to update my bike, I more or less know where and what brand I will be buying again. :)

Leroy

PS Long live the clutch.
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Follow Up By: cookie1 - Wednesday, Mar 21, 2012 at 09:10

Wednesday, Mar 21, 2012 at 09:10
Too true, I bought both new vehicles from the same dealer but they backed Nissan not the customer, not even an sceric of compassion for someone who had helped keep them in a job by paying $50 odd thousand dollars for another car and had every service on both cars done by them.

Funy thing was they had just sent me a reminder that my car was due for renewal so guess what, told them yep agree but will be buying a Toyota instead - now if one of my clients felt that way I would be bending over backwards to see what I can do to remedy and "meet or exceed the clients expectations".

They will of course spend thousands of dollars on marketing to lure in someone else, silly thing is they already had clients all they have to learn to do is to look after them.

Cheers

Colin
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Reply By: Member - John (Vic) - Tuesday, Mar 20, 2012 at 17:03

Tuesday, Mar 20, 2012 at 17:03
Didn't you have a battle ongoing with Nissan Leroy??

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Follow Up By: Leroy - Tuesday, Mar 20, 2012 at 19:56

Tuesday, Mar 20, 2012 at 19:56
I got my vehicle back after it sitting at the dealer for over 12 months with the engine in pieces. Nissan Australia still hasn't fully complied with the VCAT order and have ignored my email regarding this. hehe Nissan Customer Service.

Leroy
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Follow Up By: Member - John (Vic) - Tuesday, Mar 20, 2012 at 23:36

Tuesday, Mar 20, 2012 at 23:36
They still haven't complied with the VCAT orders??
Aren't you going back to VCAT about it??

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Follow Up By: Leroy - Wednesday, Mar 21, 2012 at 10:22

Wednesday, Mar 21, 2012 at 10:22
yup so I'll head back again for a 3rd time. I've come this far so I'm going right to the end. This is what Nissan Aust. do to people, put them through the ringer, right to the end :P

Leroy
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Reply By: Member - willawa - Tuesday, Mar 20, 2012 at 17:43

Tuesday, Mar 20, 2012 at 17:43
Hi Leroy

I had a wiring problem with my Nissan X-trail.(hazard lights would not work when a trailer was attached),at first they said "this the way the car is wired and we are unable to do anything about it" Dealer also said same.

I did a little home work and found that a sub harness could be fitted.

I e-mailed Nissan and contacted a Harel Shachar (HO customer service head ) who could not have been more helpful. They fixed the problem FOC (out of warranty period ).

if you haven't been in contact with him give him a call he may just be able to sort it for you.
I did find, not ' the coming bounce' helped.

P.S.
I am sure you have,but I did make sure I got all my facts right without any bs helped.

Good luck

Ed
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Follow Up By: Leroy - Tuesday, Mar 20, 2012 at 19:51

Tuesday, Mar 20, 2012 at 19:51
Oh I know Harel Shacher.......

I'm glad you got your problem sorted but it shouldn't be up to you to do the research.

Leroy
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Follow Up By: Member - willawa - Tuesday, Mar 20, 2012 at 20:42

Tuesday, Mar 20, 2012 at 20:42
Fair point ,however sometimes you just have to do it.

anyway I hope it works out for you in the end

ed
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Reply By: Ross M - Tuesday, Mar 20, 2012 at 21:51

Tuesday, Mar 20, 2012 at 21:51
Nissan Australia sure does know how to kill off it's established customer base.
Toyota is not much better. They have done their research and know the numbers of prospective suckers out there and if they lose loyals they don't care cos there is more of one sort than the other.
They don't regard the negative "word of mouth" as significant. Many failures of modern vehicles can be directly attributed to poor or nonexistant vehicle servicing while under warranty.
This is across all makes Mercs downwards to GreatWalls.
ACCC don't touch these warranty/sevicing issues because it would open a bigger can of worms than a fisherman can handle.
AnswerID: 480947

Follow Up By: Member - bbuzz (NSW) - Wednesday, Mar 21, 2012 at 09:57

Wednesday, Mar 21, 2012 at 09:57
ACCC got me a new dash for my Prado after Toyota refused to negotiate. They were good with advice on how to write a submission and who to send it to for the maximum exposure.
When TMC found out about the Hearing date I was sent an offer the next day. I reckon if I had been game, I could have either made them front the Hearing for a forced negotiation or held out for a better offer.

Will certainly do that if there is a next time.

Bill
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Reply By: nowimnumberone - Tuesday, Mar 20, 2012 at 22:50

Tuesday, Mar 20, 2012 at 22:50
nissan australia what a joke
we had a navara d40 2.5 td 65000ks rock in to work on tuesday 13th march in limp mode.
couldnt do to much it was late.we will have a look tomorow. !4th march
in the morning we scaned the navara and found crank angle sensor faulty.
rang local nissan dealer and we were told flat out waranty ran out yesterday 13th.
but it wasnt going on the 13th it rocked up here late yesterday.
thay basicaly said bad luck we wont help you.if you ring nissan australia they might do something.customer rang nissan australia and was told he will have to pay for inspection if part was faulty they would replace it because it just run outof waranty
local nissan couldnt check it for 2 weeks.this guys a builder and needs his vehicle.
in the end he just bought a new crank angle sensor $50 and of he went.
cheers
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Follow Up By: Leroy - Wednesday, Mar 21, 2012 at 10:21

Wednesday, Mar 21, 2012 at 10:21
He's a customer for FFS. The dealer obviously doesn't want repeat biz either!!

The dealers are just as gutless and don't stand up to Nissan Aust.

Leroy
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Follow Up By: ross - Thursday, Mar 22, 2012 at 01:44

Thursday, Mar 22, 2012 at 01:44
Every time I see a shiny new Patrol,I wonder if the owner knew about the problems.
Sadly ,a lot of them seem to be fairly senior in age and probably not the sort to get on the internet and do the research.
Yeah,yeah I know,there is a lot of old codgers on here who can find the ON button on a computer LOL
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Reply By: fisho64 - Wednesday, Mar 21, 2012 at 03:39

Wednesday, Mar 21, 2012 at 03:39
mmmm is there anyone who can say they WERENT warned before buying a 3ltr Patrol?
Why would you do it???
Is it a conspiracy theory concocted by Toyota??
AnswerID: 480960

Follow Up By: Leroy - Wednesday, Mar 21, 2012 at 10:25

Wednesday, Mar 21, 2012 at 10:25
When I bought mine I would of thought all those early issues would of been sorted. I could of got a 4.2TD but it was $9k more on the books and I then thought you need to spend $3k to make a 4.2TD actually perform. Then I thought I'm buying a new vehicle so I don't want to void the warranty so may as well buy a 3.0l where it already performs, has better fuel ecconomy and won't be voiding my warranty by having to do mods!!

Leroy
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Reply By: Bazooka - Wednesday, Mar 21, 2012 at 14:10

Wednesday, Mar 21, 2012 at 14:10
Ah, I get it now Leroy. You got VERY poor service from Nissan and you want to give them a bash around the ears on a regular basis. Fair enough in regard to your problem but hiding behind a one liner about "someone I know" does you no favours. There's too much anonymous bashing on here imo. Most is probably legitimate but some is obviously written by someone with an axe to grind or alternatively it's just generalised nonsense based on "I heard, my mate told me, etc....". Hard to tell when there's no detail provided, so I'm usually sceptical. I'm still waiting for the Waeco basher to provide details of the shop which supposedly had mountains of fridges replaced under warranty, but needless to say I'm not holding my breath.

But I'm happy to admit I was wrong in this case and as a consumer I'm with you all the way, especially when such an expensive item is involved. I haven't read the details of your problems or Nissan's response but reading between the lines it sounds like you've been rather gentle in your wording. The company in this country has apparently gone backwards since I owned a Nissan a couple of decades ago. Probably a reflection of it's international problems. Good luck in getting a fair outcome.
AnswerID: 480999

Follow Up By: ross - Thursday, Mar 22, 2012 at 01:53

Thursday, Mar 22, 2012 at 01:53
y Its the internet ,you cant be expected to print the name and address of the person in question every time you want to relate someone elses experience.

I dont know what we did before the internet. The average person receives as much information in a day as our grandparents did in a year and as much as a person in the middle ages did in a lifetime.
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Follow Up By: Leroy - Thursday, Mar 22, 2012 at 08:53

Thursday, Mar 22, 2012 at 08:53
Can you imagine researching a topic without the internet?

Leroy
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