My Nissan Customer Service Experience

[lauriesandra]

Currently, my vehicle has been off the road for 3 weeks now and needs a replacement engine.

The main problem is trying to get Nissan Warranty Dept., to actually authorise the remedial works. They are soooooo slow and have made themselves completely anonymous and totally uncontactable !

My vehicle status has remained unchanged for over a week: AWAITING AUTHORISATION.

On top of that, Nissan Customer Care haven't got a clue what is going on and they cannot (will not?) find out. Some time ago, they gave me a case number when I complained and when I phoned today to complain again, they told me the case had "been resolved".

In no uncertain terms, I corrected them. NO! IT IS NOT RESOLVED!

Far from it in fact, so I probed some more, but my very pertinent questions could not be answered at all and Nissan Customer Care continually referred me back to the repairing dealer. It turns out that Customer Care cannot (will not?) speak with their very own Warranty Dept.. The ONLY people that can are - my dealer. So, on the phone to the dealer AGAIN, and politely asked them to chase up Nissan Warranty Dept., AGAIN.

Last week the dealer told me that the Nissan computer system was down so they couldn't get the answers from Warranty. This excuse is now wearing slightly thin. It is difficult to believe that Nissan computers crash 4 or 5 times a week! They must think I am a totally naive idiot. I am certainly beginning to feel like one!

So, it appears that Nissan Customer Care are totally unable to follow through a customer care issue like mine! So, it begs the question: What can Nissan Customer Care actually do for a customer with warranty issues? From what I can see. Absolutely nothing! The are a completely useless entity within the Nissan UK empire.

As far as my own experience is concerned, so far, the whole of Nissan UK's after sales service programme, policy and regime, regarding their own Customer Care and Warranty Depts., is a total farce and a bitter disappointment, topped off with a huge dollop of total and utter frustration.

In the meantime, this ongoing saga continues............

[Niall Scott]

What a carry on LS,stay with it though Nissan customer couldn,t care services are relying on you getting fed up This site will never get diverted from its purpose ,so all dates of telephone calls and with whom.We need these facts for lawyer.I,ve no doubt a group liability order is on its way Thanks for your postings Lots of potential nissan customers will be put off from buying a D40 purely after reading your story

[lauriesandra]

The dealer phoned me today with the great news that my replacement engine has been "authorised" by Nissan UK Warranty Dept..

However, Nissan UK Customer Care haven't bothered to contact me at all, not even with a courtesy call.

Even if my vehicle is ready on time, it will have been off the road for over 5 weeks! This time period for a straight down the line, cut and dried, 100% warranty claim, is totally unacceptable and ridiculously slow.

It all just makes me wonder how the people with the earlier engines and extended warranties will get on. God only knows what the waiting time will be for those. Perish the thought.

So come on Nissan UK, wake up, smell the coffee and start looking after YOUR customers. We are ALL here, waiting and ready to be impressed and made into happy "returning" customers.

......So how about it then Nissan UK? We are ready. But the BIG question is: Are you?

[Niall Scott]

Well Done LS

[lauriesandra]

Well I never! Surprise, surprise! I've just had "THE courtesy call" from Nissan UK Customer Care (I wonder if they read my earlier post above?).

Interestingly enough, they didn't take the credit for getting this warranty claim authorised and reiterated again that they cannot speak to their own Warranty Dept.. The dealer managed to achieve this - no one else!

But then they wanted to close my case as "resolved and customer satisfied". I very strongly suggested to them that I certainly am NOT happy with that.

I will NOT be completely satisfied UNTIL my vehicle is actually back on the road, up and running, fully tried and tested.

........We have a long way to go yet, until we reach that final stage of the proceedings.

[lauriesandra]

The After Sales Service I have received so far has been appalling.

My Navara was "VOR" from May 6th until June 20th.

Vehicle still not fixed properly and issues still unresolved.

Back to the dealer and Nissan Customer Services on Monday.

(see blog for full details)

[lauriesandra]

Since emailing Beverley Cutler at Nissan Head Office, Angie Matthews got involved this morning and in just a few hours, she has managed to solve all my issues and concerns, almost instantly.

Now that's the kind of service I should have got from the start of this saga!

I am now just so pleased that I can hopefully put all this firmly behind me and move on with my life.

Thank you Angie for taking the time to intervene and get this all settled, once and for all.

[lauriesandra]

For what it's worth, here's my personal opinion.

In the first place, Nissan's Customer Service was appallingly inept, but when Beverley Cutler & Angie Matthews got involved in my case, it suddenly changed and become very good indeed. Now, they seem to be trying their level best to help.

However, I'm sorry to say that the Renault engines and power train component parts are of such very poor quality and of such poor reliability that, to me, they are NOT fit for the purpose, AT ALL !

I'm also sorry to say that some Nissan dealers I've experienced are not much better either!

Words cannot even begin to describe the bitter disappointment I am still experiencing with the Nissan Navara and all the baggage of burden and time consuming hassle that comes with it.

[lauriesandra]

My troubles continue.

Oh, how I wish Nissan would take them away.

On the brightside. It's only 12 months, 1 week and 6 days to go before my contract hire agreement finishes!

NISSAN ? RENAULT ? NEVER NEVER NEVER NEVER NEVER NEVER AGAIN.

[lauriesandra]

What a good day, today was.

I waved good bye to my Navara.

So, that should draw a line firmly under that saga.

I sincerely wish good luck to the rest of you here and elsewhere that these wreched vehicles are causing misery to.

Bye bye...........

Remember. Don't give up - never surrender!