geoff-r Posted May 19, 2010 Share Posted May 19, 2010 I'm sorry but I really need to rant on this and to let others know about the terrible, sometimes non-existant customer service that Nissan 'offer'. If anyone has read my thread in the Warranty Issues section of the forum (viewtopic.php?f=28&t=29478) then you might get the jist of my long running warranty battle with Nissan. Basically in short, back in November I booked the car into Nissan for a check up, and I specifcally asked them to have a look at the gearbox. Fine, the Nissan garage looked at it and immediately rang me telling me that they'd spoken to Nissan UK and asked for a new gearbox. Nissan UK refused until further investigation work was carried out, at my cost. I refused as the car had 15.5k miles on it. So I took the car away and did some work myself. I got an Engineers report done on the car, at my cost and took the car into Nissan again at the start of April armed with my report. The report had the desired effect, they promptly removed the gearbox and checked it. The layshaft along with other components were found to be faulty. To my joy they offered to rectify the problem under warranty as they should have back in November. The Nissan garage then went to Nissan UK requesting a new gearbox, Nissan UK refused once again but instead said they would provide the parts to rebuild it, anyway there was a 6 week wait on a new gearbox (I wonder why?). 3-4 weeks passed and I got my car back. I was so happy, I started it up, the whining noise had gone. I was ready to love my car again that was short lived until I drove it, realised 1st to 2nd gear was a little stiff and the syncros grinded every single time from 4th to 5th gear. My disappointment couldn't be measured. But still it went back to Nissan. 1 week passed and I'd heard nothing. I tried to call the garage but typically, as I have everytime I've rung them I was confronted with a robot answer phone. Then a few days later I was left an answerphone message stating that another component had been found faulty and was on back order with no known date. I tried to call them back and got nothing, just an answer phone. Meanwhile I have been unable to go to the Nissan garage as I work 5 days a week and they're shut by the time I finish work so my old man has been doing what I can't do, seeing them face to face. I just got off the phone to him while he was down at the dealers and he said "It's bad news", the part has now turned into parts and those parts are on back order until late June. So what he's now trying to find is what parts they changed in the first place, as they stated they replaced all the internal components of the gearbox and to find out what the hell they are changing this time round. This could have been over a long time ago, this could have been sorted when I first took the car down there by listening to their customer and to their authorised dealer, it needed a new gearbox there should have been no dispute from Nissans point of view. Nissan UK might try fob me off, but there's one problem. I'm not a fool and I can see through their complete and utter bullsh!t excuse of a company and customer service. Maybe I should remind myself, they're only popular through making Micra's and lacklustre family saloons. I'm so very close to selling it and never going back to a Nissan as I feel I have been treated so badly. But is it all really worth this effort for someone else to enjoy all my hard work once the car has been put right? Quote Link to comment Share on other sites More sharing options...
Chesterfield Posted May 19, 2010 Share Posted May 19, 2010 Really feel for you buddy. Each day Im amazed at just how poor the service can be from large corporations. Its not just car manufacturers, but almost every company I am a customer of has managed to be found wanting in the customer care dept. Sadly the accountants and their calculators have been the ones promoted to running these companies and they have no clue about customer care what so ever. They fail to realise that poor customer service wil undo any ammount of calculator tapping. Hopefully you will get everything sorted as quickly as possible and be back to enjoying the car. Look at it this way, its not the cars fault, but the people behind it. Quote Link to comment Share on other sites More sharing options...
Zedrush Posted May 19, 2010 Share Posted May 19, 2010 Really feel for you buddy. Each day Im amazed at just how poor the service can be from large corporations. +1000000000 Jaguar and Aston too Feel for you mate Quote Link to comment Share on other sites More sharing options...
bounty78 Posted May 19, 2010 Share Posted May 19, 2010 I fell out with Nissan Mansfield for exactly the same reason...absolutely appaling customer service. Know exactly where u are coming from mate. What car dealer would just ignore the customer's phonecall messages and pretend as though they never did receive the message on the answering machine. Keep telling them to get someone to return my calls but they never did. Each time i have to voice my dissatisfaction, I actually have to confront them in person. I wonder which business school these people go to. I have never said my previous Audi or BMW were better than the Zed but i can't really fault their customer service.They are miles better..even drop u off and pick u up from work. And u are always kept informed about stuffs. I am not a demanding person and people/traders who knows me here can vouch for that. Quote Link to comment Share on other sites More sharing options...
Animal Posted May 19, 2010 Share Posted May 19, 2010 I can sympathise totally. I've had my car for 4 months, and it's about to go back to the dealers for the 4th time. It's always minor problems, but there seem to be a lot of them: clicking rear axle, boot lid not opening properly (it's going back again for this), airbag warning light blinking, washers not working, rattling cats/heatshield (soon to be cured with some Berk HFCs!), squeaky suspension, etc, etc. The dealers have, in all fairness, resolved everything I've asked them to do, but it's taken more than a little effort (and quite a lot of volume!) on my part. I'm glad they have those large reserves of patience for dealing with stroppy hypochondriac owners like me! Hope your issues are resolved soon, Alex Quote Link to comment Share on other sites More sharing options...
geoff-r Posted May 19, 2010 Author Share Posted May 19, 2010 Really feel for you buddy. Each day Im amazed at just how poor the service can be from large corporations. +1000000000 Jaguar and Aston too Feel for you mate Ironically my old man has had issues with both of these manufacturers. Bad body work and components failing! I despair with these manufacturers. Just wait for the letter Nissan will be receiving! Quote Link to comment Share on other sites More sharing options...
bounty78 Posted May 19, 2010 Share Posted May 19, 2010 Really feel for you buddy. Each day Im amazed at just how poor the service can be from large corporations. +1000000000 Jaguar and Aston too Feel for you mate Ironically my old man has had issues with both of these manufacturers. Bad body work and components failing! I despair with these manufacturers. Just wait for the letter Nissan will be receiving! Makes no difference i am afraid. Been down that route. Wrote a letter of complaint to the Nissan head office in Hertfordshire and all they did was send me a letter of apology. They got the principal manager from Nissan dealer in Mansfield to ring me up. And guess what..the w34ker was trying to sell me a 370Z right after he had said sorry and he "will" look into his staff's poor rapport with customer. Sometimes saying sorry is not good enough after u have been messed around and ended up £2200 worse off. Quote Link to comment Share on other sites More sharing options...
maxi-glasgow Posted May 19, 2010 Share Posted May 19, 2010 I think these type of stories are common for lots of manufacturers regardless of the cost of their cars as recent posts from Aston and Jaguar owners have proven. I had never bought a car from a dealer until two cars ago when I bought a used car from Westcar Saab in Glasgow. Bought a 3 year old 95 Aero. I was getting a sound coming from the blowers so took it in after a few months and they gave it a quick check, front desk said they think it might be a simply case of leaves in the system but something like that would not be covered under warranty obviously, so he said he would mark the sheet down as needing the blower replaced that way all the labour for the full dash removal would be covered by Saab and I would get a new blower into the bargain. They were without doubt the best customer service giving company I have ever dealt with and never experienced this kind of service since unfortunately... Quote Link to comment Share on other sites More sharing options...
Ruddles Posted May 19, 2010 Share Posted May 19, 2010 Sorry to hear of your troubles buddy! Haven't had any experience with a Nissan dealer yet and judging my all the reviews on here, I don't think I want to! What I will say though is a beemer owner friend was in a somewhat similar situation with a bmw dealer. He decided to order the parts through a European bmw dealer after being told they would take weeks/months to ship and got the parts the dealer in the UK needed within 2 weeks if I recall Don't know if the same loophole applies with Nissan though! Quote Link to comment Share on other sites More sharing options...
Demolition49 Posted May 19, 2010 Share Posted May 19, 2010 That sucks but to be honest, id never go to dealer to sort out problems with my car for one they are overpriced and crap and that applies for all dealerships... ive had a VW, JAG & BMW mini. It sucks if your in warranty though as you shouldn't have to pay for anything! Quote Link to comment Share on other sites More sharing options...
martinmac Posted May 19, 2010 Share Posted May 19, 2010 I can accept that the dealers are in many cases rubbish Geoff but I am shocked that CS have made such a mess of this.. I have a fair bit of experience with them and have generally been quite happy. The guy I talked to initially was ok but when things werent happening I was passed on to a more senior case manager and that when things started to happen. Did you get this. I also had a call a few weeks after the two complaints were closed out to see of I was happy with the outcome. Although I wasnt happy that the dealer had really helped much I had been happy enough with CS. Have you an e-mail address for the case worker. Quote Link to comment Share on other sites More sharing options...
geoff-r Posted May 28, 2010 Author Share Posted May 28, 2010 I can accept that the dealers are in many cases rubbish Geoff but I am shocked that CS have made such a mess of this.. I have a fair bit of experience with them and have generally been quite happy. The guy I talked to initially was ok but when things werent happening I was passed on to a more senior case manager and that when things started to happen. Did you get this. I also had a call a few weeks after the two complaints were closed out to see of I was happy with the outcome. Although I wasnt happy that the dealer had really helped much I had been happy enough with CS. Have you an e-mail address for the case worker. Martin, I have to say I gave up phoning Nissan's CS, the one time I logged the case they were so useless I thought I'd go face to face with a dealer. Anyways, it's Round 2 for Nissan now, the car is back quite a bit ahead of schedule to be honest. I have not driven the car yet, the old man had to pick it up for me but he reports it seems fine. I will be reserving my judgement until I've driven it. Might take it to Southampton tomorrow so we'll see how it performs then. We did also get a result regarding our disatisfaction regarding the way the whole situation has been handled. The car came back with a letter stating that the next service will be paid for by Nissan, lucky me it's the P3 up next as well! Quote Link to comment Share on other sites More sharing options...
martinmac Posted May 28, 2010 Share Posted May 28, 2010 Thats encouraging Geoff. You should get a follow up call from CS now asking if the issue has been resolved to your satisfaction. Make sure you tell them exactly why you are not happy, that will get passed down the line. It all helps to improve their service. You may well also get a call from Nissan who are monitoring their CS department. Quote Link to comment Share on other sites More sharing options...
geoff-r Posted May 28, 2010 Author Share Posted May 28, 2010 Thats encouraging Geoff. You should get a follow up call from CS now asking if the issue has been resolved to your satisfaction. Make sure you tell them exactly why you are not happy, that will get passed down the line. It all helps to improve their service. You may well also get a call from Nissan who are monitoring their CS department. I would dread to be the person who calls me up. I am fuming. It grinded from 4th to 5th gear when they gave it back the first time and now it grinds from 5th to 6th. What the hell are they playing at? Shifting the problem from one gear to the next. To say I am angry is an understatement. I think unfortunately this might be the last straw, the car seems to have lost all of it's magic for me and has become the biggest disappointment ever. I am on the verge of getting shot of it now Quote Link to comment Share on other sites More sharing options...
Cragus Posted May 28, 2010 Share Posted May 28, 2010 Really feel for you mate - it seems you have been unlucky in the car you have bought. I can understand there will be problems with the odd car now and again but its Nissans customer service that are really failing people when this happens. I am glad I have never really had to rely on them. Now my car is out of warranty they won't be seeing my car again. Quote Link to comment Share on other sites More sharing options...
geoff-r Posted May 28, 2010 Author Share Posted May 28, 2010 If Nissan had agreed to putting a new gearbox in in the first place then none of this would be happening. I just didn't expect to buy into a 2 and a half year old car that is riddled with problems. I'm really thinking about how I'm going to go about this one now. To be honest where I am right now with it I would have rather never taken it to Nissan and complained on the problem, from a drive-ability point of view the car is worse off now than it was 2 months ago. They have created a huge headache, not just for me but for themselves. They are quite simply incapable of carrying out mechanical work on the car. It is a shambles for a car manufacturer not to be able to do their job and an utter insult to hand a car back to a customer after they say they have tested it and assembled it to the best of their ability. Not too sure where to take it with the car now. Quote Link to comment Share on other sites More sharing options...
bronzee Posted May 29, 2010 Share Posted May 29, 2010 I would dread to be the person who calls me up. I am fuming. It grinded from 4th to 5th gear when they gave it back the first time and now it grinds from 5th to 6th. What the hell are they playing at? Shifting the problem from one gear to the next. To say I am angry is an understatement. I think unfortunately this might be the last straw, the car seems to have lost all of it's magic for me and has become the biggest disappointment ever. I am on the verge of getting shot of it now Hang in there. It's only parts and as it's still under warranty, fingers crossed they will resolve it. Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.