My paint is falling off!

[MrOlaf]

So, I was looking out my second story bedroom window down at my NV and it looked like something was on the roof of my van.  I thought it was a leaf so I went down and opened up the side door and peaked over the roof and flicked off the "leaf" only to discover that it wasn't a leaf but a chip of paint that has curled up. 

 

I'm having the dealer look at it tomorrow.  The vehicle is less than a year old.  I'm going to go out on a limb and assume that it may have been from bird poop that didn't get cleaned off?  If that is the case, I know bird poop is acidic and bad for paint but christ we have gone away on vacation to come back to a rogue bird poop that dried on my wife's dark blue Cadillac and that left like a slight outline in the clear coat or something, this is insane.

 

In the lower left corner where the paint is totally missing is a spot weld.  In fact you can see all 4 spot welds in the photo.  Am i crazy to think that bird poop (assuming that is what happened) shouldn't strip the paint down to the bare metal?

[andy_george]

I read that bird poop, while acidic, isn't what causes the damage. It's actually the different rate of expansion due to sunlight under the poop vs. around the poop that causes the damage. Not sure if that's the real case or not...

 

Either way, any paint issue on a one year old van should be under warranty, ESPECIALLY on a protected area like the roof. Keep us posted....

[radin2son]

I opt for a problem with the spot weld, primer/contaminant and paint over that. If the bird ran the computer, he is responsible.

 

It also could be a problem with the paint process on your van and others.

[Chris_CommercialManager]

that's an interesting one, keep us updated

[MrOlaf]

Just to give you guys I heads up, I took my van to the dealership the week of Nov 17th and they took pictures and I also wanted them to get a new adhesive pad for hood protector that seems to always fall off.  Anyways, they said they had to give the pictures to "the rep" to have him look at it and make a decision on what to do.  Regardless, I just called again today to see what the F**k is taking so long.  Seriously, unless being a Rep is a cake job where you only have to come out once month to each dealership in your area then I think I'm trying to be waited out.  I bare metal on my roof, this isn't something trivial like the inverter not working or something  I will have rust forming soon.  Anyways this dealership is really putting a sour taste in my mouth, seems doing service under warranty is something they want to avoid mean while I'm in the market to replace my 2001 Chevy Express work van and this is seriously affecting where I buy from.

[MrOlaf]

Just got back from the dealer today. They had a rep come in and they said looks like something dripped onto it causing it to bubble, which is not under warranty. They said they could get me an estimate for repair. So there's your answer guys,so much for trying to keep a customer happy

[radin2son]

Keep taking it to the next level. Complain to Nissan USA and whatever consumer protection group you have. May not help you, but...

 

Also, get an auto body repair/paint shop that you trust to look at it and see if they have any idea what caused this and what it will cost to repair. Hard to believe that such a toxic bomb could do this in one spot and only this spot.

 

Awhile back a bunch of new cars were crushed because the computer missed a too many welds to fix. Guess robots are human after all. Where on the roof is the problem in relation to the supports (don't know what they are called)? Can you see anything from inside that looks like a fix?

Edited January 9, 2015 by radin2son

[MrOlaf]

ill take some better pictures and location pictures when the weather clears up for a bit.  It's been snowing every other day so the roof is usually wet or snow covered.

[MrOlaf]

I'm giving everyone an update on my van roof, my local dealership got me in contact with their rep that basically stated that it's not under warranty because it's not a defect.  The rep said something probably dripped onto it.  This really upsets me, I have new van that I paid $35k+ for and it's less than a year old and the paint is bubbling up on the roof. The last thing I want to worry about is getting my vehicle repainted that has less than 365 days on the road.  It's really frustrating to be left out in the cold like this. I'm in the market to replace my 2001 Chevy Express 3500 and if this is how Nissan treats their customers I'm not sure I'll be looking for another Nissan van.  I don't know what happened to the paint, bird dropping leaves marks but I've never seen it do this.  My personal theory is slag or lubricant from the spot welding process got onto the metal and wasn't cleaned off before it was sent to paint.  

 

Regardless, I run a business myself and if my customer has an issue with a product I sold them that is less than a year old I take care of it.  Even if the issue isn't technically under warranty from the manufacturer I'll eat the cost myself because I know that will make the customer happy and when a customer knows you are willing to go above and beyond to resolve and issue they will stick with you, which in turn ends up being more profitable in the long run.

 

Sorry if I seem to be ranting but I just needed to let some people know of how I feel about my experiences with Nissan's service so far.

 

 

[Chris Dempsey]

Olaf- 

 

I don't think you're ranting, sounds like you're frustrated with good reason. like you, I am a business owner and take care of my client's issues without fighting them to the death. To me, that's good business that pays me back with repeat business and referrals.

Also, Nissan has ALREADY sold us on their product! If the vehicles and service departments do their jobs, we'll probably come back for more. I say spend less marketing money on eyeliner for crappy, washed-up hair band dudes and more on fixing mistakes and engendering goodwill.

[RICK]

Sounds like the run around im getting with my gps/ bluetooth radio technology package.

 

What amazes me is the nissan rep I spoke to the last 2 weeks has never driven or tested a nv van, yet has the answer that's the way it is.

 

At least make an attempt to try it yourself and then either agree or disagree with my issues.

 

In your case, since when does bird droppings cause a bubble in the paint in 1 specific spot. If thats the case, every single vehicle out there would have bubbling paint.

 

Do you know if there is a spot weld directly under the missing paint? Can you line it up from the inside of the van and id the spot?

 

I guess the bird has a better gps system to hit the spotweld than the $1400. Gps they put in the vans.

 

Rick

[MrOlaf]

The spot where the paint had actually curled up and flaked off is exactly over a spot weld.

[Chris_CommercialManager]

Olaf- 

 

I don't think you're ranting, sounds like you're frustrated with good reason. like you, I am a business owner and take care of my client's issues without fighting them to the death. To me, that's good business that pays me back with repeat business and referrals.

Also, Nissan has ALREADY sold us on their product! If the vehicles and service departments do their jobs, we'll probably come back for more. I say spend less marketing money on eyeliner for crappy, washed-up hair band dudes and more on fixing mistakes and engendering goodwill.

 

I just want to say in reference to your service dept comment that with an issue like this a decision is not made at the dealership level, though it is usually dealership staff that are the proverbial "messenger."   Wether or not his dealership did what they could I can't say because it wasn't myself or staff here that were involved, but they did at least follow proper protocol by reaching out to a factory rep.  I would have done the exact same thing.  

 

Sorry to hear about the issues.

[RICK]

The spot where the paint had actually curled up and flaked off is exactly over a spot weld.

Get an estimate from a couple of independent body shops along with the cause of the paint blister. get it in writing and present it to Nissan for their review. at that point they will either give in or you can sue them in small claims court. of course they will not waste their time to show and you will win by default or they will just pay it to keep from going to court. 

 

Rick

[Chris Dempsey]

I just want to say in reference to your service dept comment that with an issue like this a decision is not made at the dealership level, though it is usually dealership staff that are the proverbial "messenger."   Wether or not his dealership did what they could I can't say because it wasn't myself or staff here that were involved, but they did at least follow proper protocol by reaching out to a factory rep.  I would have done the exact same thing.  

 

Sorry to hear about the issues.

Chris - I get it, the dealership didn't paint the vehicle, so they have only so much responsibility/control. But if I were the dealer, I would do whatever I could to streamline the process and follow-up with the customer to ensure that a solution is provided. That doesn't necessarily mean eating the cost of a paint job, but someone needs to step up. There is no doubt this is a paint application or material failure, and, ultimately, my guess is Mr. Olaf doesn't care about Nissan's protocol or who caused the failure.

[Chris_CommercialManager]

I couldn't agree more Chris....I was simply referencing the comment about the service dept doing their jobs.  I don't know for sure but it sounds like they have done at least a reasonable job.  When dealership level options have been exhausted you contact the factory as they are the judge and jury.  There is not really much left they can do at the dealership other than say eating a repaint, which I don't think is very likely.  He is however not out of options and I certainly think it's far away from resorting to the judicial process.  In fact Mr Olaf and I have been corresponding because I feel I may be able to help.

 

I guess too maybe I'm on the defensive a little with this too because I've my whole life done everything I can for people to make sure their experience at the dealership and with the product throughout it's life cycle is the best it can be.  I have however had situations like this (not saying that Nissan is responsible or isn't doing the right thing, until it can be determined what caused this) that I have A) been powerless on and B) taken the criticism for not providing a remedy.   

[Nv Envy]

Olaf,it looks like you've got paint issues all OVER that roof!

 

In the one picture where you circled the damages, to the left of the area where the paint peeled off it looks like paint has already flaked off and been touched up in two spots?

 

Also if the rep hasn't seen the damage himself, you should call Nissan customer service and adamantly demand that he does.

 

That is certainly not bird poop damage. Looks more like a chemical reaction of some sort that bubbled the paint up from underneath.

Is the paint discolored as if something altered it? Or is it still shiny but simply lifting away from the metal? If the latter that would indicate something underneath the primer failed or the bare metal had some kind of contaminant on it before being primed.

I agree with the previous poster that said take it to an independent body shop but would take it to one with a reputation of doing really good paint work.

If they tell you it's a defect in the paintwork get it in writing and present it to the rep.

If you still get no satisfaction let the rep know that your next call will be to file a complaint with the BBB.

[MrOlaf]

I got an estimate and it was for $769 to fix  the roof paint from a local body shop.  I asked his opinion and he said he couldn't say for certain but something could have got onto it or if they waited to long between priming and painting (i think that's what he said, I may be wrong on the actual term)

 

NV Envy 

 

Nothing has been touched up, all the marks that are circled are the tiny bubbles that I've noticed  The stuff that isn't circled to the left are normal parts of the roof where welds are at

 

 

Here is the estimate I got.

I looked over the estimate and I don't see any information on there that would be bad to give out to the public.  If you think otherwise let me know.

 

https://drive.google.com/file/d/0B52XZ9CfSbEsU2lvTVpOdnN0azRFeEFkVW1oeUdSVnU5WUFN/view?usp=sharing

Edited January 29, 2015 by MrOlaf

[HERvan]

After having our 2500NV for a month or so, I tried to wash it.  I cut my fingers up numerous places trying to wash the roof.  On inspection, it appeared that every place there was a spot weld, there was a little raised sliver of metal.  This is caused by the spot welding process.  I took it back to the dealer, they looked it over, and completely refinished the roof under warranty.  They ground down each weld, primed and painted.  They did not, however, fill in the little depressions; one can stll see each weld.  No more leaking fingers!  My dealership appears to take care of their customers.  Ssome have great customer service, some don't care.  I agree, go higher up.  Paint peeling in only one spot is suspect as to care in factory priming and painting; probably some sort of contamination during the process.  I do know, if you paint over wax or oil, or even some cleaning products, the paint looks great, but has no adhesion to the primer or the bare metal, and will "delaminate", so to speak. HERVan

[radin2son]

Interesting posts on SMB forum. One involved a 2014 Sorinter being delivered to SMB for camper conversion with numerous scratches etc on the van. Ongoing effort to get it fixed. New owner very upset as van/conversion cost $90k+.

 

Another had a Ford E series delivered to SMB with paint issues on welds and other areas with only primer, no paint. Delivery was refused, and Ford fixed it. The dealer told him vans frequently arrived with paint issues that were fixed prior being sold. His was delivered before they could get to it.

 

I know this is not an option in your case, but it probably is something we should look at when we but a NV. The only problem is we would need to bring a ladder.

[Nissaron]

Mr. Olaf sir,

 

Just wondering whatever happened with this. I'm having similar issues with my 2013 NV2500. 

[Chris_CommercialManager]

It was deemed that contaminants were at play on his roof.