Roadster roof damage – warranty declined a claim

[felex6]

Apologies in advance for a large post

 

After reading tonnes of posts about complications in dealing with Nissan warranty I have really hoped I would not encounter a need to ever go through the same. Unfortunately, I’ve been hit by malfunction of my soft top and soon after I’ve become another victim of Nissan’s poor after-sales service.

 

I’m writing this with no specific reason but if someone has a word of advice, I’d greatly appreciate it

 

A tricky side of this issue is that my warranty expires on 17th April but I’ve made a claim on the 7th. Do I still have a chance of success??? Although warranty claim has been rejected due to external forces damage, I’ve made an appeal on the ground of improper examination… At the moment I’m waiting for Nissan to get back to me.

 

 

That’s the problem I have with my roof. Has anyone else had a similar fault???

 

I was told by a roof specialist I visited that one of these (or both) sit too high thus obstructing the folding of a damaged bar….

 

 

Also, when you look at the video, you can hear a loud clunk at the last stage of folding, before the rear cover goes down….

 

 

Below are the two letters of my correspondence with Nissan customer service. There’s a lot written but it explains everything. Maybe someone will find this helpful.

 

Thanks for looking.

 

______________________________________________________________

 

I’m writing this letter as a result of unsatisfactory experience with Nissan’s new car warranty service.

 

I have bought this car in February 2010 from a Nissan dealership in Plymouth under 3 years new car warranty. The car now has covered only 6000 miles! During first warm day in late March 2010 I have operated the soft top roof of my car for the first time. When I closed the roof back up I have noticed an abnormality with a part of the roof. A first cross-bar from the front has roof lining rolled onto it, which is then fixed with a metal panel to the bar using rivets. This panel has unfolded from the bar mostly in left-side and right-side places. Middle part is in place. It looks to me as if something was obstructing roof’s operation.

 

Right after this has happened I have contacted my local Nissan dealer (Wilson Automotive) and had the car in for inspection on the 7th April 2010. On the April 8th I received a phone call where I was told the following:

 

o The roof appears to be faulty

o Current dealership is not qualified to perform any repairs to this roof

o Current dealership will not regard this fault covered by a warranty

o I should contact Nissan customer services for further assistance

 

Name Surname has been allocated as my case worker. I explained to him in the details the nature of my experience with Nissan. He has told me that he had conversations with Wilson Automotive service department and the technicians at Nissan. Both have confirmed that current fault to my roof has been caused by external factors and therefore any repairs would not be covered by a warranty.

 

What really confuses me is how could a dealership which “is not qualified to perform any repairs to my car’s roof†is qualified enough to establish a cause of a malfunction of my car’s roof?! Or how did the technicians, who advised Name Surname, were able to provide adequate diagnostics over the phone?!

 

Secondly, why I was not offered to get my car inspected with authorised car roof specialist to establish a true cause of the malfunction of my car’s roof?

 

Thirdly, as a customer who has spent a great amount of money on a car which is covered by manufacturer’s warranty, I cannot understand why my case is not being looked at properly. Instead, I was blamed for the malfunction of my car’s roof by a group of people who did not even try to get a professional opinion.

 

These issues put me in a position where I strongly feel that my consumer rights have been neglected by a worldwide car producer. I feel I am being shrugged off and passed around. What is clearly a manufacturing/mechanical fault is being blamed on me without proper diagnostics. I have only owned the car for three months and I’m already sorry I bought a Nissan.

 

I am set to get a satisfactory resolution of this case regardless of how I will get it. I am shocked that instead of leading a best practice Nissan puts their customer in a position of going through private solicitors, small courts claims or seek assistance from consumer protection agencies regardless of time and financial constrains involved.

 

I am deeply dissatisfied of the outcome and lack of professional findings and I would like to request a full diagnostic report to be carried out by an authorised roof specialist.

 

 

Kind Regards,

 

 

Following our telephone conversation I’m forwarding you requested photos and videos.

 

You can see on the photos damage of both left-side and right-side of the bar.

 

Photos named “part A†and “part B†show parts which possibly obstruct roof’s proper opening cycle. This has been pointed out by Name Surname, director of car roof tops specialist company called CAYMAN AUTO SERVICES. He believes that one of these parts sits too high up, therefore obstructing the normal folding cycle of damaged bar. He is now in the process of producing a findings document which will be sent to you as soon as I receive it. If you wish to speak to him beforehand, his number is …...

 

Video 1:

on the 10th second you can see the opening process slowing and then you can hear a clunking noise. It is very possible that this is where the damaged bar forcefully folds to its last opening stage through some obstruction.

 

Video 2: you can hear this “obstructing†noise more clearly.

 

Regardless of the findings based on the photographic evidence provided, I would still like to request a full diagnostic report to be carried out by a Nissan’s authorised roof specialist or qualified technician. It has become evident to me that the cause of my car’s roof fault lays only in the malfunction of the closing mechanism. I also believe that any findings can be substantial only upon a physical inspection of the fault.

 

 

Kind Regards,

[rich5259]

Have a word with martinmac, he has a roadster and had a lot of dealing with Nissan Customer service department - hope you get it sorted soon

[M13KYF]

+1

[martinmac]

OK bud, I will try and cover what I can.

 

My personal experience was with a roof failure out of warranty and Nissan customer services agreed to cover half the cost. I could have had it fixed cheaper but wanted to see how they would deal with it.

 

Initial;ly my local dealer had the car for three weeks and didnt know what to do, they said that all the info they had was in Japanese.

 

I would have thought that there would be someone somewhere, hopefully in the UK that could walk them through the checks.

 

But enough of my roof.

 

You have recorded the fault under warranty so it is still an open issue.

 

In my opinion no dealer in the UK that I have heard of with the possible exception of someone like Marshalls in Cambridge who do a high volume, have a clue about the roadster roof. I would not think any of the staff have been trained on them which I think is a fundamental problem.

 

There is a TSB to cover the opening problem for the roof. Two of the wishbones are known to give problems especially when it cold.

 

As such, its would seem to me to be reasonable to suggest that the issues covered in the TSB, accompanied with a very cold winter ( which the cars should be able to handle) would cause enough stress to give your problem.

 

My experience with customer services has been generally good as far as communications are concerned although it does seem to depend on who you are allocated.

 

I must say that I am impressed with the way you have presented your case and I would be very suprised if they say a full no.

 

Remember, they can suggest a 50% discount on parts and lose nothing, just their profit.

 

I would like to see someone independent inspecting the damage and putting in a report. It shouldn't happen under normal use.

 

Feel free to pm me if I can be of any help.

[nixy]

im confused here - someone buys a car from a dealer - he's had it five mins and the roof is faulty - why is it not completely up to the dealer to sort out this problem when its under warranty? Are they saying its been damaged or tampered with?

[Husky]

you could throw it back at the dealer if you can prove that this was a reasonable period of time for you to find the fault in the roof.

[Ekona]

Sadly I can't be any further help, but your letter to them is a great example of how you should write a complaint letter. Brilliantly composed.

 

Given you've got the opinion of a couple of roof experts and are still in warranty, then even if Nissan still play hardball over this I would strongly suggest that you'd have a fantastic case if this needed taking to court. /IANAL

[martinmac]

Just a little more history on mine to put the level of training into prospective. The dealer had been given the car a month before as the roof wasnt working well. This first surfaced at the Hoon in September in heavy rain.

 

The "mechanic" worked the hood back and forward by hand for an hour or so and greased it. I then got

 

A month or so later it wasnt any better and was returned to the dealer. Initially they said they had tested all the component parts and they were fine. The roof just didnt work.

 

Eventually the motor, catch and one of the sensors were replaced and the car was returned to me.

 

I was still not convinced and had issues a couple of weeks ago.

 

Firstly, I would question the sense in working the hood back and forwards by hand for an hour. I would have thought this would damage the sensors,

 

Secondly, were I a sceptic, I would question how the parts had been tested and were ok and then three were not.

 

Thirdly, and the main reason I have posted this here, it proves to me that I could have pretty well taken the car to any garage for this level of experience and support.

 

I am of the opinion that this bad winter has caused much of the roof problems we are having at the moment. My car is an 05 plate and was my daily driver. The roof was used during previous winters. This year, due to the weather, the car has been lightly used and the roof moved only to try to keep it working.

 

We have certainly not had the number of roof problems on the forum in previous years. The roof jamming issue TSB was for an 04 car so its not new.

[Ebized]

Sorry to hear of your problems and knowing how martinmac went through the hoops (to say the least) he is well placed to steer you in the right direction.

 

Looking back at your posts I see you said when you were buying the car that:

 

It’s 2007 model with a raised bonnet, 5.5k on the clock and asking price is £20k. BUT! It’s an ex-demo car of a Nissan dealership. I’m a bit worried of the amount of abuse it has taken for these 5,500 miles.

 

In which case I would suggest you go back the Plymouth dealership and given the weather has probably frustrated the roof operation, IMO I consider you should be able to argue you have been sold a car not fit for purpose, or at least put them on the spot that if it was their demo then the report back you have had suggests it was not properly looked after or checked prior to sale?

 

Do hope you get it sorted. When you say Wilson Automotive is that Wilsons of Epsom?

[Vik54]

I sincerely hope you get some satisfaction on this one...makes my blood boil when I hear warranty stories like this

You're quite right - how can they say they're not qualified to inspect or work on the roof yet they can stipulate that the problem must be 'external factors'...also if they're not 'qualified' then how could they have inspected it thoroughly pre-sale?!

Good Luck

[stanski]

Sorry to hear your getting this hassle and hope it's sorted for you soon. From my experience of the 350z ragtop it is a very well made machine but as the roof is handmade and handfitted issues can occur? +1 what Mart has said if it comes to repairs don't go to Nissan unless they fix it under warranty. As a former trimmer you are better off going to an automotive trimmers get them to inspect it and provide a letter to Nissan on your behalf and take it to them to fix. Your average Nissan mechanic or any dealer in fact will had sod all experience of such issues

[felex6]

Guys, firstly big thanks for such understanding and support! Felt like the whole corporate Nissan world has turned its back on me.

 

Customer services seem quite understanding and reasonable but I’m not sure if they are playing a “nice guy†or are they really keen to help me. Hence, I’m being cautious when speaking to my case worker. Especially after they have initially rejected my claim due to external factors cause saying “I was driving the car with roof being partly downâ€! Ha ha ha

 

Do you guys think I should take it up with a Plymouth dealer who sold me the car or wait until I get some decent response form customer services first?

 

Really what I want them to do is either fix it full stop or send a roof expert to perform proper diagnostics. But where’s the guarantee that he will?! I’m trying to keep an optimistic view on this situation but it’s not easy..

 

Martinmac, thanks for the input and for pointing out the roof jamming issue TSB. I have had problems opening roof since I got the car! I thought this was due to cold weather but it won’t. It was getting stuck on the last stage of opening! I just kept opening/closing it constantly for some time and it gave in. Now I’m sure this is all related Maybe another reason to give Plymouth dealership a call?!

 

Colin, yes it’s the Epsom dealership. Not going there again, ever.. I’m just in Surbiton btw

 

Guys, thanks again for all your contribution. I hope these sad days for my Z will be over soon.

 

Taras.

 

This is what a third party expert wrote to me and I have forwarded it to Nissan:

 

Hi Taras

On viewing the operation of the roof on your nissan 350z i am of the opinion that so long as the roof fabric is the original and the frame shows no signs of damage.

The fault has been caused by a malfunction with the roof mechanism which has lead to the roof frame being forced out of alignment whilst it was being operated.

I would advise that the roof material is removed so the full movement of the roof can be viewed and the cause of the fault could be diagnosed.

Many thanks

[martinmac]

One other small point which may be worth mentioning. All my correspondence to customer services of any note was copied to this place. Its always worth letting them know you are a member on here in my opinion.

 

 

They are well aware of this place and its not a matter of threatening to slate them in public, more a suggestion that you are well aware of other people with issues which seem to be related.

 

I would definately let the dealer know that you are not happy, Nissan CS will have contacted them anyway. The next move should be you getting bumped up to a senior manager.

 

They will also be very keen close the case when it has been resolved, leave it a while until you are sure all is well.

[Ebized]

When you say you have problems with the roof since owning the car that does seem to me that the 'fault' lies with the supplying dealer. NGB may say you go back to the supplying dealer, but they may be no better than Wilsons - frankly there seem to be too many Nissan dealerships who are not familiar with ZEDs, and as yet we have to hear of one that has got a suitably trained person to sort out roadster roofs.

 

What this is getting to, is that I expect NGB will want you to go back to 'your' dealer. But insist on being pointed to a dealer who has a suitably trained person (if there is one). Otherwise you will get the same problem as you found at Wilsons and Plymouth may be no better.

 

Alternatively, put your problem in writing to the MD at Plymouth on the basis you have been sold a faulty car and what are they going to do about it?

 

If NGB were more focused about customer care they would send a suitably qualified person to meet you at your dealership of choice to identify the problem area and tell the dealer what has to be done, and if necessary come back and verify the work before releasing the car to you.................oh oh - just remembered. pigs don't fly

[felex6]

 

If NGB were more focused about customer care they would send a suitably qualified person to meet you at your dealership of choice to identify the problem area and tell the dealer what has to be done, and if necessary come back and verify the work before releasing the car to you.................oh oh - just remembered. pigs don't fly

 

 

I think this is what my case worker suggested would be the next step. Depending of course on technician's findings upon examining the photos I've emailed over to them. Will contact Plymouth dealers on Monday. Fingers crossed

[AK350Z]

Hope all goes well mate, I'm just butting in to say that as a Temper Orange roadster owner, there's approximately 0% chance of you ever seeing another! Congrats

[felex6]

I've had it!!!!! A second dealership looked at the car, could not come to a conclusion, took photos, sent them to tech department who then said that the car was driven with partly opened roof!!! Idiots!!! Now looking at getting another third party report, writing a final letter to customer services and if no luck will be taking Nissan to court. I can't believe i'm in this situation..... Any consumer case solicitors on here?

[Ebized]

I've had it!!!!! A second dealership looked at the car, could not come to a conclusion, took photos, sent them to tech department who then said that the car was driven with partly opened roof!!! Idiots!!! Now looking at getting another third party report, writing a final letter to customer services and if no luck will be taking Nissan to court. I can't believe i'm in this situation..... Any consumer case solicitors on here?

 

That's not good but going back to what you originally said

 

It’s 2007 model with a raised bonnet, 5.5k on the clock and asking price is £20k. BUT! It’s an ex-demo car of a Nissan dealership. I’m a bit worried of the amount of abuse it has taken for these 5,500 miles.

 

as I suggested in previous posts, given the short time you have had the car and didn't get a chance to try the roof until recently I would still say you should take the matter up with the supplying dealer as selling you something 'not fit for purpose'. If the latest diagnosis is correct then your intial fear might be justified in that some clown (either a salesman or someone they have lent the car to for a test) has done the wrong thing.

 

I think you will find Nissan will not take responsibility now their tech department has opined that the problem arises from misuse, but your thoughts of involving a solicitor may be necessary if that supplying dealer tries to get out of a remedy.

 

That's my opinion.

[rabbitstew]

Has anyone else on here with a Roadster had the same problem with their hood?

[Ebized]

One claim that was successful

 

viewtopic.php?f=9&t=12643&hilit=roadster+roof+repair

 

see page 3:

 

"I'm pleased to let you all know after a dozen or so letter's to people at Nissan including one that was translated into Japanese for us that was sent to japan . they have agreed to replace the roof free of charge. i have to say we had a lot of help from Wessex Newport they have been very helpful"

[rabbitstew]

Man, that really puts you off Nissans. But mind you, ive just had the same. The main pulley belt on mine was frayed like mad and looked like it was going to snap. Ive only had the car 3000miles and 8 weeks and so the problem was clearly already there. Phone up Nissan Warrenty and "no, sorry, its a consumable so we dont cover it". Its only a £29 part for f**ks sake, surely you`d think they would do it out of courtesy when you fork out £15k on a car. But no.

 

Now ive just noticed the roof support bar is peeling back like the OP on this thread has. Call to Nissan Warranty and "sorry, the roof is part of the bodywork so we dont cover that". They did say however that the garage which sold the car should fix it free as they shouldnt sell a car with problems like that.

 

So, call to garage at 9am this morning, and they say bring it in for them to look at so they can see what the problem is and decide whether to repair it... problem is, they can only look at it in the week, and they are 70miles from my house, and I work in the week. Sales guy at the time told me that I could take it to any Nissan garage, so now im waiting for them to call me back and let me know if I can take it to my local Nissan garage here. Here we are 6 1/2 hours later and still waiting for their call back. Doesnt really inspire you with confidence.

[lilwashu]

The 57 plate /40K miles roadster that I briefly had in Feb had the same issue - the thin bit of metal that holds the fabric down had pulled free of the rivets at both ends like yours had. The dealer tried to fix it but after trying to lower the roof a couple of times it had started to pull free again (shortly before it pulled completely free it would make the clunk at the end, and eventually wouldn't retract fully at all). I ended up giving the car back and the dealer didn't put up any kind of fight which suggests it may have been an expensive problem to properly fix and the car was punted out to auction in the end, but just to let you know it isn't a unique problem!

[martinmac]

There have been a lot of roadster owners on here and up to the time I had issues with my 05 car i couldnt find any real problems other than those associated with the TSB. It now looks like there is an issue with the 07 cars.

 

First thing to do is search the US sites for similar issues to build a case file. There may even be a TSB for this. Then approach the dealer who sold it, IMO none of them will want a roof issue to sort out. Your local dealer may be more accommodating but its harder to lean on them as its not really their fault.

 

Customer services will provide support to a dealer who is trying to repair the car and will try to move things along and mediate. They wont be much use to get the car fixed before its with a dealer though.

 

As per my previous advice keep it all in writing and copy the e-mails to here.

 

I am now tempted to feel that customer services have a pretty thankless task sometimes, they have to sort out under performing dealers all day every day. Get them onside and you have a reasonable chance of getting sorted. Not a perfect situation but the best i can suggest.

[Zugara]

Sorry to hear this. Hope its resolved for you. Just to add that, I have a problem with my roof splitting at the seams. Called Nissan extended warranty and explained the problem, I was told that the roof is not covered under warranty, as it is classed as........."Trim".

 

 

End of story.

[rabbitstew]

The 57 plate /40K miles roadster that I briefly had in Feb had the same issue - the thin bit of metal that holds the fabric down had pulled free of the rivets at both ends like yours had. The dealer tried to fix it but after trying to lower the roof a couple of times it had started to pull free again (shortly before it pulled completely free it would make the clunk at the end, and eventually wouldn't retract fully at all).

 

Certainly sounds like it could be a common problem then with the newer 2007 / 2008 cars then. Typical!

 

Still no call back from the dealer, so will give them another bell today. Now I darent put the hood down in case it pulls off the rivets all together and i get stuck with it down! And sods law its a lovely sunny day today!!!

 

Sounds like the extended warrenty isnt worth the paper its written on, so its down to the dealer as to if they will fix it or not.