Nissan Complaint - Poor customer service and repair
HASBROUCK HEIGHTS, NEW JERSEY -- My 2004 Nissan Titan truck had only 21,360 miles when it lost power suddenly and would not start when I was traveling on the highway. This happened on Sept. 3, 2009. On that date, I had my vehicle towed to the nearest Nissan dealership located at 45 Route 17 South in Hasbrouck Heights, NJ.
The mechanic diagnosed the problem and I was given a quote immediately of almost $700 and told that the part that needed to be replaced would be ordered since they did not have it in the shop.
I called the dealership's service dept. on a daily basis to find out the status of the repair only to be told that the part had already been ordered and they were waiting for it to ship from the manufacturer.
By the end of the third week, 9/17/09, I was extremely annoyed after having spoken to numerous Nissan representatives, both at the dealership as well as the corporate offices. As of 9/17/09, the Regional Specialist of Consumer Affairs had informed me that the order was "being coordinated" and that I could anticipate my vehicle would not be ready until the beginning of October.
It was obvious to me that I was not going to get an honest answer from any of the Nissan representatives.
On 9/22/09, I called Nissan's Regional Specialist of Consumer Affairs for the final time to inform them that I would take legal action against them for failing to provide accurate or even an honest update regarding the repair for my truck. As of this date, Nissan was unable to provide any tracking number or any type of confirmation that the part for my truck was ordered, en route, etc.
On 9/24/09, 3 weeks after my truck was towed to the Nissan Hasbrouck Heights dealership, my truck was finally repaired. The repair amounted to $644.83 which included $184.83 for the elusive part that seemed to be shipped from Japan since it took 3 weeks to obtain the "Intelligent Power Distribution Module/Controller Unit" (FP# 284B7-ZC00A) and labor of $460.
The Nissan Service Advisor at the Hasbrouck Heights, NJ dealership informed me that when the part arrived on 9/24/09 the mechanic wasted no time getting my truck repaired first. In this Nissan Service Advisor's 27 years of experience working for Nissan the 3 week delay "makes no difference to them [Nissan] if you threaten to take legal action since most people don't understand that due to the fact that all of Nissan's parts come from different manufacturers, the manufacturer would have to accept the billback for a defective part and the manufacturer is in no rush to accept responsibility for payment of a defective part they manufacture...when a customer has the vehicle under warranty, the customer does not need to pay anything...but obviously the manucturer has to incur the cost to replace the defective part they manufactured."
I was never reimbursed for rental car costs nor did Nissan ever offer to loan a vehicle during the 3 week waiting period despite my daily phone calls.
Despite the fact my warranty had expired long ago since I purchased my truck in 2004 and I was paying in full for the part. Nissan and/or their manufacturer took their sweet time to ship the part so that my truck could be repaired.
I no longer consider Nissan to be a reputable company nor would I ever recommend their vehicles to anyone after this experience.
My replaced part's warranty is for 12 months or 12,000 miles.
After this experience, I am not going to consider another Nissan vehicle in the future.
To make matters worse, when I finally arrived at my home and I was checking the truck, I noticed that a $100 pair of sunglasses I had in the truck were stolen along with 2 of my police shields.
Poor customer relations, lousy communication, and dishonest employees.
Nissan should reconsider their business practices if they wish to keep their reputation positive.