Nissan of Gadsden Informative - You have to pay extra for good customer service
GADSDEN, ALABAMA -- I remember a time when retailers were eager to please their customers. I would never have dreamed that good customer service would have a rising cost with the changes in the economy.
Here is our recent experience. We purchased an excellent used car, from Nissan of Gadsden, a month ago. Admittedly, we made the choice to opt out of the extended service agreement. Low miles on a highly reputable car did not convince us we needed to pay that added cost. (Hindsight is always 20/20).
Exactly one month to the date of purchase, a major gearing issue arose, and the car was stranded in our own driveway. We have paid the expense of towing the vehicle to an authorized service shop, and will pay the $1700 in repairs. We knowingly did not purchase the "plan" the dealership likes to use as it's power word, and without arguement, will pay the repair costs. This also leaves us with one car for the week with a busy family of 4.
We went to Nissan of Gadsden and asked them if they could lend us a hand and help us out with a loaner car for a few days. Because we did not "BUY" that particular plan, they would not help us. I explicitly clarified with the Manager, TWICE, "So I can leave here knowing that you sold us a car with a major problem, one month ago, and because we did not PAY for good customer service, you can not help us out". He clearly said "Yes, that is correct". He also agreed that a loaner car would have no cost to them, but because we did not PAY for that service, we can not have it. I need to add that we have excellent insurance that covers any car we drive. We made that clear too.
I am so disappointed that the extenuating circumstances are bound by such black and white guidelines. A lending hand on such a fresh sale would have spoke volumes.
Having one car for the week is no big deal. We can manage. Friends have offered their extra cars, or we could rent one at our own cost. This is about customer service. It now has a sticker price