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Nissan Customer Service
My 2006 Maxima has been in the shop for 30 days waiting for a backordered fuel pump. They have no idea when it will arrive. It is being used in manufactured 2007 vehicles and I am not a priotity. I have run out of Insurance rental and Nissan will not pay and were very rude. HAs anyone else had this problem? I contacted the ABC and NBC local news affiliates, the BBB and the Attorney General. This is going to get interesting. I will see you on the news. Nissan provides the worst customer service I have ever seen.
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My 2002 Maxima was at Frederick Nissan for a transmission slip while under warranty. The service department did not repair the vehicle, but patched it along until it was out of warranty. Tim Hardee, the service manager, refused to assist me in the repair, and he claimed that the vehicle was not "properly maintained."
When I went to NNA's customer service department and opened a claim, Philip Henry, Jeffrey Booker, and Jonathan Renick all worked on the case with the final result being that it would not be covered due to a lack of maintenance. I also filed a claim with the Better Business Bureau Autoline Program, the Maryland Better Business Bureau, the Fair Trade Commission, and The Maryland Office of the State Attorney General.
Frederick Nissan and NNA never had any documentation about any prior routine maintenance (oil changes, trans fluid changes, etc.) from two other Nissan dealers and Jiffy Lube. I have all service records that correspond 100% to the requirements stated in the Nissan Warranty. NNA made their decision on incomplete information and they have been totally unwilling to receive my information but based their decision entirely on what Frederick Nissan told them.
NNA has violated the Magnusson-Moss Warranty Act, a federal act stating that any vehicle issue brought to the attention of the dealer prior to the expiration of the warranty, is covered under that warranty. Again, I have records stating that I complied with the warranty in full, but Frederick Nissan and NNA have never taken that into consideration.
“No warrantor of a consumer product may condition his written or implied warranty of such product on the consumers using, in connection with such product, any article or service (other than article or service provided without charge under the terms of the warranty) which is identified by brand, trade or corporate name...” (15 U.S.C. 2302(C)).
My warning is simple, keep records of EVERYTHING! Even then, Nissan will string you along. I have attempted to contact Jeffrey Booker from NNA 27 times without a return phone call. I have attempted to contact Jonathan Renick 7 times via email without a return email. This has been on-going since April 27, 2007.
I hope nobody else has to go through what I have had to deal with for the past three months and I would certainly be cautious about using Frederick Nissan for any purchases or service since they do not stand behind their customers.
The final result? I traded the Maxima for a Subaru. Nissan has lost a customer and there is nothing they will ever be able to do to regain my trust/business.
If anyone wants more information, please feel free to contact me: boxtwo@earthlink.net
In December 2007 my wife and my daughter, who also drives the car occasionally, noticed some knocking and clunking in the right front. My son checked it out and said the front passenger side strut was bad and I had to concur with him as I had watched him check it out. The warranty on the struts is 12 months/12,000 miles or whichever occurs first. Being as it had just been over a year since a new strut was installed I figured it had to be a defective part and should be replaced free of charge, especially since it was a Certified Nissan Part. I took it to the service center, explained my concerns and the Service Manager said that he would call the Company and get the go-ahead to replace free of charge after they looked it over and confirmed what I had said. I said thank you and left.
About 3 hours later I received a call from technician at the Service Center, not the Service Manager, and he validated my claim as to the bad strut, but told me the Company "declined" to do anything at all. I informed the technician that if this was a brand new Nissan Strut it should have lasted longer than 1 year. The originals lasted for almost 10 years and I asked him to explain why "their" new struts should fail in 1 year. I told him: "With my 42 years of automotive mechanical experience, I can tell you without a doubt that this product failed because of a defect in material or workmanship. Do you not feel the same?" He could not answer me. I then told him that I would be in to pick up my car and that I will NEVER purchase a Nissan product again in my lifetime!
1. I tried applying the breaks all the way to the end to see if the car would release the shift and would allow for it to move to park.
2. Tried taking my seatbelt off and putting it back on to see if this would create a reaction.
3. Tried moving it to park position or seeing if it would move to Neutro or other but it wouldn't...It was stuck in Reverse.
Please help! I am afraid this will happen....The engine felt funny afterward...just the ease of the car as you are driving...just felt like holding back a little. I am really worry about this as I take my kids to school.
The guys said that perhaps I had applied to much strength to it...I wish they had been in the car with me to see how it all happened.
Please help!
I can really see why, after speaking to Nissan Consumer Affairs why Nissan/Infiniti is ranked near the bottom of the industry for customer service/satisfaction.
Basically, I got a whole song and dance from them, oh the dealership says they could not produce any of the problems I complained about, which is a lie I told her since you can visually see the seat shaking, especially on secondary roads and going over bumps, and that the technicians at the dealership lie about not seeing it so that they don't have to deal with the problem. In part of my letter, I suggested to Nissan something they could do to the Maxima to prevent this problem from happening in future models and then she gives me the BS, "Oh, by law we can not accept any customer recommendations for product improvement so I can not pass this on to the appropriate department." She even wouldn't admit the fact, and my Nissan dealership showed me, that there is a TSB on the front driver and passenger seats due to the very same problems I'm having, thats from the dealership mind you, not me. How very small of Nissan. God help anybody who has a serious problem with their Nissan or Infiniti products and getting help from Nissan HQs!
I went almost livid on her butt! I told her that was such a bunch of bs because I've submitted product improvements to Acura, MB, Lexus, Honda, etc over the years, all who welcomed my input and told me they would pass it along to their design departments. It really shows you how poor Nissan customer service is when they won't accept customer recommendations/improvement suggestions (remember they are only suggestions, I'm not telling them they HAVE to do anything) while their competitors do! Nissan will always be in fifth or sixth place in this country if their dealerships and corporate level have this kind of crappy customer service attitude.
She told me to take my vehicle to another Nissan dealership if I'm not getting results at my local one so I might just have to do that.
Oh, I did quote to her the JD Power article stating the survey results for 2010 customer service showing that Nissan/Infiniti was near the bottom of the industry and she didn't know what to say. She just kept stuttering and stuttering after quoting that site and article to her. I recommend to anyone else on here who isn't satisfied or being treated poorly by Nissan dealerships or corporate HQs to quote that JD Power article to them. Here is the link for anyone who hasn't seen it.
http://www.autoblog.com/gallery/2010-jd-power-csi-study/#2
http://www.autoblog.com/gallery/2010-jd-power-csi-study/#3
I feel bad, because despite these minor problems with my Maxima, I really love the car overall but I don't know if I would get another Nissan or Infiniti after the really lousy customer service they have given me at the dealership and corporate level. I mean, for a 38k dollar vehicle, I should be getting better service then this. For less money on my Acura, I get treated better by them then I ever had by Infiniti or Nissan!
What a Shame!
They finally flew in a factory representative who is supposed to fix it. He has had it for four days and wants to keep it into next week. Nissan has been slow to respond and the dealership has provided only marginal assistance. I've had to open a case with the BBB to even get their attention. In addition, my sound system is not working properly. This is very disappointing for $35k+. No one has offered me so much as an apology.
-the rotors have been replaced twice
-the wheels re-balanced twice
-erratic and irregular idling issue (apparently new dealer software disk came last week for update)
-wheel alignment
-rear passenger window (streak/scratch from within door)
-rust inside tailpipes (now removed)
Still the car looks good... but drives strangely rough. Lots of vibration, or pulsing in the gas peddle and steering wheel has episodes of grinding or vibration... all tied to putting foot on the gas in shifting gear. CVT seems a bit sluggish at times.... not much more to say.
The dealer has been terrific in dealing with the issues... but now my car has 5000kms on it... still have the steering wheel and peddle issue. What to do?
I bought the Nissan extended 160,000/6 year warranty for piece of mind... but the way the car drives now... not sure. Disappointed really. Totally.
If money is not object, slap some Michelin Primacy MXV4s on and about 90% of your vibration, road noise, ride quality, feeling the road imperfections will be gone!
The other stuff, I don't know what to tell you.