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Nissan Informative - Major Safety Defect - Murano
Murano
LAKELAND, FLORIDA -- On approximately 7/25/08, my daughter was sitting in her 2005 Nissan Murano in the driver's seat. She said she heard a pop/snap and the seat then tilted to the left towards the driver's side door. The car was not even moving. It was parked.
I contacted Jenkins Nissan, in Lakeland, regarding this problem. During my calls to them I found out there was a Nissan Technical Service Bulletin that addressed this problem according to the Service Dept.'s Service Advisor. She said to bring it in their service department and it should be covered at no charge to the customer.
I took it into Jenkins Nissan's service department on 8/13/08 and made sure to show the service advisor the actual problem with the seat and how it was broken. I asked her again if the repairs were fully covered at no charge, she said that they were.
15 minutes later as I arrived home from Jenkins Nissan, I received a call from [snip] telling me that the broken seat frame was actually not covered and that I would have to be paid for before they could replace it. I asked what that replacement cost would be and was told $997.00. Susan said that she was under the assumption that my car was under warranty and that's why I was told that there would be no charge, even though this dealer had all of my records for that car and should have known it was past the warranty date. I told her that I believed that this issue was a safety risk and design defect where as it should be dealt with by a recall or the like. Someone could be seriously injured or even killed by the seat frame breaking and causing the driver to lose control of the vehicle. She agreed that it was a safety issue but said that the only way it was going to be repaired was for me to pay the $997.00. I refused.
I researched this issue on the internet and found dozens and dozens of similar experiences as mine. I also went on the National Highway Traffic Safety Administration website and found over 35 complaints registered that were exactly like mine, dealing with the same broken seat frame. I would really like to review the initial crash test results from Nissan to see how this escaped detection. (Maybe it didn’t) What I’d like to know is why there is not an investigation on this? A recall is warranted in my opinion for this problem.
I’ve emailed [snip], Consumer Relations Representative, Nissan Consumer Affairs but have not received a reply. I’ve also left a voicemail to her without getting a reply, ((800) NISSAN-1 (or 800-647-7261)
8:00 a.m. - 5:00 p.m.,
Eastern / Central Time / Pacific Time
Monday through Friday
This ends my customer loyalty to Nissan. I will never purchase another one or use they're dealership service dept. again.
I contacted Jenkins Nissan, in Lakeland, regarding this problem. During my calls to them I found out there was a Nissan Technical Service Bulletin that addressed this problem according to the Service Dept.'s Service Advisor. She said to bring it in their service department and it should be covered at no charge to the customer.
I took it into Jenkins Nissan's service department on 8/13/08 and made sure to show the service advisor the actual problem with the seat and how it was broken. I asked her again if the repairs were fully covered at no charge, she said that they were.
15 minutes later as I arrived home from Jenkins Nissan, I received a call from [snip] telling me that the broken seat frame was actually not covered and that I would have to be paid for before they could replace it. I asked what that replacement cost would be and was told $997.00. Susan said that she was under the assumption that my car was under warranty and that's why I was told that there would be no charge, even though this dealer had all of my records for that car and should have known it was past the warranty date. I told her that I believed that this issue was a safety risk and design defect where as it should be dealt with by a recall or the like. Someone could be seriously injured or even killed by the seat frame breaking and causing the driver to lose control of the vehicle. She agreed that it was a safety issue but said that the only way it was going to be repaired was for me to pay the $997.00. I refused.
I researched this issue on the internet and found dozens and dozens of similar experiences as mine. I also went on the National Highway Traffic Safety Administration website and found over 35 complaints registered that were exactly like mine, dealing with the same broken seat frame. I would really like to review the initial crash test results from Nissan to see how this escaped detection. (Maybe it didn’t) What I’d like to know is why there is not an investigation on this? A recall is warranted in my opinion for this problem.
I’ve emailed [snip], Consumer Relations Representative, Nissan Consumer Affairs but have not received a reply. I’ve also left a voicemail to her without getting a reply, ((800) NISSAN-1 (or 800-647-7261)
8:00 a.m. - 5:00 p.m.,
Eastern / Central Time / Pacific Time
Monday through Friday
This ends my customer loyalty to Nissan. I will never purchase another one or use they're dealership service dept. again.
Comments:
Posted by Maxima2002 on 2009-03-10:
I'm sorry to hear of your problems with Nissan Consumer Affairs. I've found they return only approximately 15% of their phone calls, and if you miss one of their return calls, it is unlikely you'll ever get them to call back again no matter how many times you call.
Here's what worked for me:
Type them a letter, including the file number(s) that you got on the initial call(s). Don't put a phone number on the letter. On the envelope, write "Safety Complaint" and the file numbers. Bring your letter to the post office, and send it certified mail with return receipt. Fill out the return receipt exactly as you addressed the envelope, with the words "Safety Complaint". In a week or so, you should get the return receipt back, and in another week or so a written response from Nissan. The answer may not be what you want, but now you have written documentation for NHTSA, and in case a recall is issued later.
Good luck.
Here's what worked for me:
Type them a letter, including the file number(s) that you got on the initial call(s). Don't put a phone number on the letter. On the envelope, write "Safety Complaint" and the file numbers. Bring your letter to the post office, and send it certified mail with return receipt. Fill out the return receipt exactly as you addressed the envelope, with the words "Safety Complaint". In a week or so, you should get the return receipt back, and in another week or so a written response from Nissan. The answer may not be what you want, but now you have written documentation for NHTSA, and in case a recall is issued later.
Good luck.
Posted by Anne1668 on 2009-03-15:
((800) NISSAN-1 (or 800-647-7261)
8:00 a.m. - 5:00 p.m.,
Eastern / Central Time / Pacific Time
Monday through Friday
This is the same place I called for my issue witht he Versa 2008, I spoke with a Pit-Bull with Lipstick named "Amanda" the Regoinal Specialist, she basically told me to jum in the lake with my issue. I told her I was going to write a letter to Coroprate Headquarters, she said go ahead, it will come back to me....Nice .
Nissan Has issues with all there products, there seems to be no quality control at all at the factories, and they don't care.....So, I feel you pain, join the rest of the Suckers that bought Nissan Vehicles. There product and customer service and Dealer Service is in the Toilet.....Never again for me.
8:00 a.m. - 5:00 p.m.,
Eastern / Central Time / Pacific Time
Monday through Friday
This is the same place I called for my issue witht he Versa 2008, I spoke with a Pit-Bull with Lipstick named "Amanda" the Regoinal Specialist, she basically told me to jum in the lake with my issue. I told her I was going to write a letter to Coroprate Headquarters, she said go ahead, it will come back to me....Nice .
Nissan Has issues with all there products, there seems to be no quality control at all at the factories, and they don't care.....So, I feel you pain, join the rest of the Suckers that bought Nissan Vehicles. There product and customer service and Dealer Service is in the Toilet.....Never again for me.
Posted by AKEW on 2009-10-15:
My Murano's front driver's seat also broke. The car was not under warranty and I foolishly just paid the bill. I'm going to be more diligent about recalls and postings.
Posted by SAWUPEPN on 2009-10-28:
My 2005 Nissan Murano front driver seat broke as well. Again the car is not under warranty and I do not have the money right now to fix. When it rains it pours.
Posted by Not a Fan on 2009-10-31:
Just wanted to add that we were assisted by a Nissan rep via phone. This person was a tremendous help when most just kept giving us the run around. It ended up that Nissan approved our claim and replaced the frame at their cost. The moral to this story is to keep on trying and never give up.
Posted by xanderandre on 2010-05-14:
My 2007 nissan murano drivers seat also broke. The "gold" extend warrenty from Nissan does not cover this part. I appealed to Nissan (the company) to fix my broken part based on ALL of the documentation on this defect. They denied by "case" and will not tell me who reviewed it, what the criteria for review was, etc. NOTHING. If you drivers seat failed, please email me. One voice will not change Nissan's mind but many may.
xanderandre@cox.net
re: Nissian broken seat.
xanderandre@cox.net
re: Nissian broken seat.
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