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jalalski Profile
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Date Registered: 02-2004
Location: SUTHERLAND, SYDNEY
TOTAL POSTS: 29094
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Re:


I am really surprised as to how bad the service at Nissan Rockdale has become after Nissan Robinson sold the business to Ford!

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11/Jan/2013, 7:30 pm Link to this post Send Private Message MSN Blog
 
freewill11 Profile
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Date Registered: 02-2008
Location: North Maclean Qld
TOTAL POSTS: 4150
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Re:


 When I booked in my exy for the 17th at Springwood Nissan they said that I would have to pay 2 nights rental just to have the loan car for the one night at $35 each day which is a total cost of $70 to just make sure I had a car.

When I arrived as planned this afternoon to drop it off the guy that booked me in had done so for the 16th and the car was suppose to be worked on today.So now I have to pay the service fee plus the $70 for the loan car and to top it off they gave me the loan car with no fuel in it so I had to pay $20 to put some in to get us around till I pick my exy up on the 18th.

I asked them about the misalignment in the rear bumper and he said that it was only aftermarket tow bars that caused this problem.

So I found a few X-trails sitting around and showed him the misalignment on the genuine but still refuses to believe there is a problem.

So until I pick the car up tomorrow I will know more but at this point in time they get a -3 out of 10.

Regards Scot.

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T31 2008 CVT TI Series 1 Electric Blue
X-764(c)
17/Jan/2013, 8:59 pm Link to this post Send Email PM   Send Private Message
 
jalalski Profile
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Date Registered: 02-2004
Location: SUTHERLAND, SYDNEY
TOTAL POSTS: 29094
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Re: Re:


quote:

freewill11 wrote:
So I found a few X-trails sitting around and showed him the misalignment on the genuine but still refuses to believe there is a problem.



Scot, please print the technical service bulletin notice (from the towbar misalignment thread) and give it to the guy when you pick-up the car. Tell him you gonna make a poster size of it and stick on the wall in their customer waiting room for everyone to read!

Last edited by jalalski, 18/Jan/2013, 5:47 am


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18/Jan/2013, 5:46 am Link to this post Send Private Message MSN Blog
 
Ian Ewin Profile
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Date Registered: 03-2012
Location: Newcastle, NSW
TOTAL POSTS: 471
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Re:


Scot, aside from the obvious ignorance regarding the bumper issue, I wouldn't have paid any extra $$ when it was their mistake regarding the booking and associated fees. I had two nissan dealers try to screw me around with both my time and money before I settled on the one I now use (Kloster Hamilton). 'Try' being the key word here. Remember: the customer is always right! (even when they aren't always).

Jalal, haha, can that be arranged? I'm just picturing the looks on their faces. "But.. but.. then everyone will know! "

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Ian X-2305(c)
New: 2010 NT Pajero
Old: 2008 T31 Xtrail "The Monster"
The only one of her kind.. may she rest in peace :(
18/Jan/2013, 2:44 pm Link to this post Send Email PM   Send Private Message Blog
 
Charlie250 Profile
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Date Registered: 08-2012
TOTAL POSTS: 193
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Re: Poor Nissan Service


Apologies in advance for this being the longest post ever made on this site… It will be.
 
It is my understanding that Nissan Australia monitors this thread. For that I am glad, because to date other forms of contact to Nissan have proven futile.

It is my expectation that after reading the following, someone in Nissan Management will be as infuriated as I am, take ownership, take positive and decisive action which has so far been lacking in all my dealings with Nissan Australia and promptly rectify the endemic culture of shamefully substandard levels of client service & relationship management being perpetuated by the very department charged with performing that function. Your Customer Service Department SUCKS!

If no affirmative action results, then Nissan is on a pathway to oblivion in this country, as the current levels of mediocrity from Customer Service cannot possibly continue without irreversible damage to and catastrophic consequences for Nissan.
 
I'm happy to declare to you all up front, that I'm enormously frustrated, annoyed, insulted and incredibly disillusioned at what I see as an appallingly inadequate commitment to their product by Nissan Australia, a failure to accept responsibility for monitoring or actioning complaints about poor dealership performance and a failure by Nissan Australia to appreciate the level of inconvenience and costs associated with having to make a 460km round trip to the closest dealer only to find out later that the work wasn't done!

The challenge for Nissan Aust now is to appropriately respond.

I travel a lot, making it impossible to attend the same dealer. The vehicle is serviced or submitted for warranty repairs wherever the vehicle is at the time. With a national dealer network, attending different Nissan dealers shouldn't be a problem, especially given that warranty is administered by Nissan Aust and warranty history records are accessible by any Nissan dealer via Nissan Aust.
 
My TS X-Trail Manual has had the EGR issue since about 5000km on the clock. It did 6000km in the first month of ownership. The shortest trip the vehicle ever does is 40km to town from the farm, so stop start city traffic runs cannot be blamed and never was a suggestion. (There’s a dealer bulletin out on the issue, so it’s reasonable to expect that all dealers know about it)

Symptom:- The orange engine light comes on in the instrument cluster when several different problems are detected. The only way to identify what fault has triggered the light is to attend at a dealer and have the fault code pulled.

- Code pulled - Advised that per the bulletin, it’s an issue with the EGR & butterfly valve needs replacing. (At the time parts were not available ex Melbourne)

- Booked vehicle in at another dealer in Charleville to coincide with 10,000km service, confirming the EGR problem per the advice given and mentioned I was aware of the Nissan bulletin. Confirmed that a second inspection prior to conducting the work wouldn't be necessary and that appropriate parts would be ordered given it was already diagnosed.

- Dealer advised that they needed the vehicle at 8am for 6hrs to do the work

- Called Charleville Nissan the day before driving the 460km round trip & confirmed that the parts had arrived and that all was in readiness to conduct the work & 10,000km service.

- Dropped off the vehicle as arranged at 8 & walked around Charleville all day. (GREAT bakery in Charleville - Had both morning tea and lunch there!)

- Got the Exy back at about 4, confirmed all the work had been completed and that there was nothing else I needed to be aware of.

- After about 100km, the engine light came back on, went off & on a few times, then and stayed on for the next 130km!!

- Called the dealer the next morning. Advised work was done and suggested bringing it back the following week, which wasn't possible due to pre-existing commitments.

- Intermittently light came on and off over next couple of weeks & eventually it became constant.

- Booked vehicle in at Sunshine Coast Nissan at Buderim. Explained everything to the Service Manager. (Ivan was FANTASTIC!) Code pulled (Same code as before PO488) Ivan advised that he was very surprised that the EGR issue resurfaced right after being fixed.

After inspection and some investigation by Ivan and his team, it was established that the valve hadn’t been replaced. According to the Nissan Warranty system, there was no history of a claim from Charleville Nissan against the vehicle for the work and no recent history of the parts being sent to the dealership, despite me being repeatedly being advised the work had been done.

Charleville subsequently admitted to only spraying the faulty valve with an aerosol carbourettor cleaner!!

- Not happy with being lied to, I called Nissan Aust & lodged a complaint.

- Incredibly, Nissan Aust Customer Service couldn't care less. I was advised that there was nothing they could do about it. The operator thanked me for letting them know about the issue and ended the call! I was left speechless.

Totally uninspired with the disinterested and apathetic attitude of Nissan Australia, I telephoned Nissan Japan, where I spoke to a guy in the complaints department there. His sole course of action was to email Nissan Australia and handballing the issue back to them and have the same underperforming customer service department at Nissan Australia call me back. When they called back in response to the email from Japan, their previously dismissive and disinterested attitude was replaced by an equally unimpressive terse and abrupt one!

I was smugly advised that they were well aware that I had contacted Japan and that my complaint had been referred back to Nissan Aust, so there was no point contacting Japan again.

- Nissan Aust then proceeded to make numerous excuses as to why my concerns were beyond their control, weren't their responsibility and made it abundantly clear that they didn't want to know about it. Clearly Nissan Australia had no fear of any accountability for poor customer service.

- Nissan Aust advised that dealerships are separate businesses from Nissan Aust and that Nissan can't tell them how to run their businesses.

- They further advised me that if I wasn't happy with the performance of the Charleville dealer I needed to take it back to them (780 km away from the Sunshine Coast) and request that they remedied the situation! I advised Nissan Aust that like many people in Western Qld that I knew, I had no intention of taking my vehicle back to Charleville Nissan having being repeatedly lied to.

- I asked the lady I was speaking to if she would take her own vehicle back to the dealer given the same circumstances I was complaining about? Apparently this was an irrelevant question, which she wasn't prepared to answer!

For Nissan to attempt to wash their hands of my complaint, saying it's not their problem, is disgraceful and an appalling way to treat any Nissan customer who has purchased a brand new vehicle!

I am the customer and I don’t accredit dealerships, nor can I or should I be expected to hold them accountable. Nissan that IS your responsibility.
 
2 questions for Nissan;

1. If Nissan doesn't, or is incapable of making their own licensed & accredited dealerships accountable for their actions, omissions and or lying to customers, who does?

2. What deterrent is there for dealers who do the wrong thing, given claims made by Nissan that it has no influence over the way dealerships run their businesses?
 
I fully understand and accept that dealerships are franchises and are not owned by Nissan Aust.
However, the following points invalidate Nissan’s attempts to abrogate all responsibility for dealer activities.
* Dealerships are accredited by Nissan
* Dealership staff receive Nissan accredited & specialist training from Nissan
* Dealerships receive technical advice from Nissan
* Dealerships act as agents of Nissan Aust by performing warranty work on behalf of Nissan Aust.

If Nissan Australia wants to promote and maintain healthy client relationships and stay in business in this country, it has a responsibility not only to end users of their products to positively investigate and address dealership misconduct complaints, to ensure that customers are not disadvantaged by the actions of Nissan dealerships, but also to itself to act appropriately. Failure will put themselves out of a job.

In my case, Nissan’s solutions thus far have left me disadvantaged and out of pocket, without effective support and totally disillusioned.

On a separate issue, but relevant because it evidences an ongoing pattern of behaviour where the Nissan solution fails the customer, the black plastic wheel arch trim on the outer edge of my guard has come loose/warped.

I've seen an example of the trim removed from a vehicle. The trim has v shaped tracks moulded into it, which plastic retention clips with a button head coming out of the guard slide into. The tracks appear quite light duty and are clearly prone to failure (as they had done during the removal process on the example I saw at a panel beater)

I've spoken to several panel beaters, dealers and wreckers. This light duty plastic part is well known for breaking and Nissan is well aware of it, yet when warranty claims are submitted, Nissan does everything to blame anything and everyone else for the failure, except accepting the fact that it is a poorly designed, substandard part ill suited to the vehicle and rejects the claim.

Then to add insult to injury for the dealer (aka. the meat in the sandwich) Nissan charges them around $200 for this flimsy piece of plastic, making it a $300+ piece of flimsy plastic fitted for the vehicle owner.

Panel beaters and dealers all report that it is virtually impossible to remove the trim without some of the v shaped tracks splitting.

I reported what I believed to be a warped trim prior to the 10,000km service, yet Nissan has denied Warranty. I have no idea what caused the problem, but it certainly wasn’t me, yet Nissan is happy to point the finger at several of their dealers as a diversionary tactic (probably without any of their knowledge and certainly without any proof) accepts no responsibility for their dealers’ actions (even if any of them have caused the problem) leaving me out of pocket to replace a faulty part on a vehicle covered by warranty.

I reported the trim issue to the dealer I first went to get the EGR issue sorted out at and again to Dalby prior finally getting the EGR issue fixed and confirmed with Dalby they would have the trim in stock.

Before removing and inspecting the part, the dealer wanted me to sign a quote for $320 and agree to pay for the part in case Nissan rejected the warranty claim!

When I declined to pay, they refused to inspect the problem because they didn't want to risk it not being covered by warranty and not getting paid for their “diagnostic time!”

When I called Nissan to discuss this, Nissan called the dealer. The dealer falsely stated to Nissan that they had inspected the fault and advised me it wasn't warranty! My wife was with me the entire time we were waiting at the dealership (The vehicle was booked in as a wait job as we were on our way to Brisbane) and AT NO TIME WHATSOEVER did the dealer at Dalby advise us that the trim problem wasn't warranty. They only said that it may not be.

Dalby Nissan had obviously contacted Nissan re previous warranty work and tried to suggest the trim may have been damage during removal or refit when Charleville to fixed another warranty problem with the wheel arch liner, however I advised them that the trim was already warped & reported prior to the 10,000 km service when the liner was replaced. In spite of this, Dalby Nissan refused to remove and inspect the trim citing that because another dealership had worked on the vehicle they weren’t prepared to touch it. If I wasn't prepared to pay first ad wait for Nissan's decision.

This should set off alarm bells with EVERY NISSAN OWNER IN AUSTRALIA, because if it’s acceptable for a dealership to justify refusal to examine a vehicle for warranty concerns because another dealer has previously worked on the vehicle at some point, then Nissan’s Nationwide Warranty is nothing more than an unobtainable mirage.

When I made Nissan aware of what we really was said by the dealer at Dalby, Nissan once again suggested I take the vehicle back to Charleville because it wasn't Nissan’s problem, or take it back to the selling dealer in Melbourne (who haven't seen the vehicle since the inspection service in January when it had 1800km on the clock!)

Nissan, some more questions for your scatter brained and illogical customer service department solutions.
A. What is going out of my way again & taking it back to Charleville Nissan supposed to achieve?
B. How could you people possibly think that sending me back to a dealer that has already repeatedly lied to us is appropriate?
C. What is the point of taking it back to the selling dealer, 1700km away who hasn't seen the vehicle since January?

Finally, to both the abrupt and disinterested woman from the Nissan customer service team who I last spoke to in relation to the wheel arch trim issue and also to the Nissan dealer at Dalby who gave you misleading information;

My wife was with me at the dealership the entire time and clearly recalls what the dealer at Dalby advised us and was listening to all my phone calls on speaker phone between Nissan and I, as well as my follow up phone call to the dealership, whereby the dealer admitted not removing the broken trim to inspect it to establish it was warranty or not because they wouldn’t get paid for diagnosis if it was deemed by Nissan to be not warranty.

When Nissan advised me of what the dealer told them, I called the dealer back and asked why they provide Nissan with information which was inconsistent to what they told me, specifically in relation to advising Nissan they removed the part and inspected it when they did not.
The dealer at Dalby responded with the following, “I am a woman and I don’t appreciate a man ringing me up and abusing me.”

My response to her bizarre interpretation of the conversation was, that me calmly asking some fair and reasonable questions given the circumstances, did not constitute abuse and simply because I was a man asking the questions didn't make it abuse either. I also advised her that my wife was listening to the conversation on speaker phone that if she was going to maintain her ridiculous claim that I was somehow being abusive, that her position would be contradicted. She then advised me to contact the Service Manager when he came back from leave if I wasn't happy.

Nissan Aust advised that if we took the vehicle to another Nissan dealer and they filed a warranty claim, they would consider it. 2 days later we took it to the dealer at Robina, who is also the Holden Dealer (Service Manager Dave was fantastic!) They inspected the problem, put in a claim, which was summarily denied proving that even when a dealer takes the time to do their job properly and submit a claim, Nissan doesn’t support the customer or the dealer either for that matter!

End result is that the dealer at the end of the chain at Robina is the only one to provide great service, has had the claim denied and therefore has not been paid for their efforts and worse still, our vehicle hasn’t been fixed. – Not good enough at all.

In the case of the EGR issue, the dealer at Buderim who provided great service & did all the hard work and uncovered the Charleville Nissan deception, didn’t get to fix the issue because the necessary parts were unavailable in a timely manner ex Melbourne.

According to Nissan Australia, routinely inconveniencing the customer as well as penalising dealers who provide great customer service is somehow appropriate!

Something is VERY, VERY wrong inside Nissan Australia and unless abrupt changes are made, not only will my first new Nissan be my last, but Nissan Australia is on a pathway to oblivion, soon to be consigned to the history books.

Millions spent on ritzy TV advertising campaigns crapping on about how good their products are, is not only an insult to existing customers (aka victims) when vehicle reliability and warranty refusal is a constant issue, but those very same campaigns are an exercise in futility, because angry and disappointed customers like me tell dozens of friends, colleagues and family members about Nissan’s abysmal performance, warning them off the Nissan brand.

My father is now looking at a Prado, after having his heart set on a Patrol, because he now has no faith in Nissan following the issues with our vehicle in the first 8mths of ownership.

Based on the above information, Nissan will have no doubt as to who I am and I eagerly await a response and trust that it will not be arrogant silence or a continuation of the attitudes received to date.



Last edited by Charlie250, 23/Aug/2013, 9:27 am


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X-2634 2012 Series IV TS Man, Kings Springs, Bridgestone D697's, High Tech Exhaust, Turbo Timer, DBA Slotted Rotors, QFM HPX Pads, Tow Bar, Cargo Barrier, UHF, HID Dr Lights, LED Light Bar, K&N Filter, Bonnet Struts, & Premium Tint
23/Aug/2013, 12:35 am Link to this post Send Email PM   Send Private Message Blog
 
Charlie250 Profile
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Date Registered: 08-2012
TOTAL POSTS: 193
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Re: Poor Nissan Customer Service


UPDATE:

Just to let you all know how seriously Nissan takes customer complaints.

As of close of business today, nobody at Nissan has bothered to make any contact.

Based on Nissan's silence, we are on our own people, meaning dealerships can do as they please knowing Nissan doesn't give a damn. Any sucker who buys a Nissan certainly can't rely on Nissan Australia.

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X-2634 2012 Series IV TS Man, Kings Springs, Bridgestone D697's, High Tech Exhaust, Turbo Timer, DBA Slotted Rotors, QFM HPX Pads, Tow Bar, Cargo Barrier, UHF, HID Dr Lights, LED Light Bar, K&N Filter, Bonnet Struts, & Premium Tint
3/Sep/2013, 7:40 pm Link to this post Send Email PM   Send Private Message Blog
 
darvidanoar Profile
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Date Registered: 07-2013
Location: Brisbane, Queensland
TOTAL POSTS: 66
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Re: Nissan Dealer Experience (The Good & Bad)


Hi Charlie, Perhaps the answer to this question:

>2. What deterrent is there for dealers who do the wrong thing, given claims made by Nissan that it has no influence over the way dealerships run their businesses?

is to contact the Office of Fair Trading?

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David

Member No: X-3186
2012 Nissan X-Trail ST-L


7/Sep/2013, 7:50 am Link to this post Send Email PM   Send Private Message Blog
 
Charlie250 Profile
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Date Registered: 08-2012
TOTAL POSTS: 193
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Re: Nissan Warranty



UPDATE: Still no contact of any kind from Nissan.

Clearly customer satisfaction is unimportant to Nissan Australia. If only I'd known before I bought a new Nissan.

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X-2634 2012 Series IV TS Man, Kings Springs, Bridgestone D697's, High Tech Exhaust, Turbo Timer, DBA Slotted Rotors, QFM HPX Pads, Tow Bar, Cargo Barrier, UHF, HID Dr Lights, LED Light Bar, K&N Filter, Bonnet Struts, & Premium Tint
10/Oct/2013, 11:00 am Link to this post Send Email PM   Send Private Message Blog
 
58phil Profile
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Date Registered: 07-2013
Location: Windsor NSW
TOTAL POSTS: 113
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Re: Nissan Dealer Experience (The Good & Bad)


A week or so ago the missus took our new Exey in to the dealers for it's 1,000K "safety service". On the way home the bonnet popped up onto the safety catch! Sheesh.... emoticon

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T31 TL Auto Series V, Phantom Black, ECB nudge, Integra steps, Nissan tow, Boot liner, Rear spoiler, Tints, Side mouldings, Scuff plates, Out of date Maps, Oil on the Air filter.
10/Oct/2013, 11:41 am Link to this post Send Email PM   Send Private Message Blog
 
cooch t31 Profile
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Date Registered: 06-2008
Location: Blue Mountains, NSW
TOTAL POSTS: 5966
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Re:


On my first X Trail service they forgot to put the lid on the clutch reservoir under the bonnet.
From that day on I now religiously check if everything is where it should be.

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Tony X-891c

HERE is my D22 Navara
HERE is my old 2008 T31, ST Series1

11/Oct/2013, 5:03 am Link to this post Send Private Message
 


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