Nissan Commercial Consumer Affairs

[radin2son]

In the past week, I have interacted with 2 Nissan "Regional Consumer Affairs Specialists." Both work for a call center in central Tennessee, not Nissan. On 6/2, the first specialist, Chase, told me my request for repair reimbursement was approved by Nissan and I would be receiving a check in 4-6 weeks. Today, 6/5, the second specialist, Jerome, called to inform me he was taking over the case. When I told him it was resolved, he didn't seem to know this. He looked at the case file and acknowledged I was told I would be reimbursed but there was no indication Nissan approved this. He told he would get back to me on Wednesday.

 

What is going on here? Will this keep going in circles? Will the ineptness of this call center ever get to Nissan? Other forum members have complained about messages left but no return phone calls and a message box full for days.

 

All this for $225.50 for repairs to fix a faulty emissions sensor, that "Nissan denied because the sensor is not covered by the Nissan emission parts defect warranty" but "approved due to a documented history (check engine and gas cap warnings since 8000 miles)."

[RICK]

waiting for them to give me an answer from my conversation on 6/1. i guess i won't hold my breath. 

 

Rick. 

[ASD Dad]

Is there a national number you can contact?  What about your home dealer, can they get involved on your behalf?  If you take your NV for service there I would hope they want you to keep coming there.

[radin2son]

Nissan has done a good job of insulating itself from owners by outsourcing customer service, aka, "consumer affairs." At this point, we have to deal with this inept, non-technical call center.

 

The service manager here did document the history of of intermittent check engine light and loose gas cap warning. His comment was, "It's up to Nissan." This is what Nissan based its approval for reimbursement, according to the first cs rep. The second rep has started the process over.

 

I don't understand Nissan's logic, and I'm not likely to get an answer from the "call center," about why the sensor is not covered under warranty. In this case, the sensor did not fail nor was it replaced. The part that failed was the charcoal canister or what held the sensor in place.

 

I digress. The service manager, as you know, will run issues by the regional rep. It gets resolved or dies. When the latter happens, we are left with the "call center." We have to take this step and hope it gets resolved.

 

This where I am. I have no issues with the local dealer or where the repair was done, so I will continue to go here for service.

 

Another interesting aspect is the silence of the Nissan forum monitors. Are they also outsourced? Even worse, are they part of the "call center?"

Edited June 8, 2015 by radin2son

[wollip]

Another interesting aspect is the silence of the Nissan forum monitors. Are they also outsourced? Even worse, are they part of the "call center?" 

Edited by radin2son, Today, 02:44 PM.

What has led you to believe that any administrators or monitors are connected with Nissan Motors? Or for that matter, this website itself?

I was of the impression that forum sites like this are privately owned/for profit  businesses that hope to build their product to such a size that they

can generate some income from advertisers. Please correct me if I am totally out in left field on this (my parents told me that is where they place

the really good players :-) ).

[radin2son]

Bates said the same thing long ago, and you are probably correct. I think in my "venting" I took this thread too literally. But, why have feedback, help and problem resolved? I hope they are not depending on me for income by clicking on their non-relevant ads.

 

This may be why I started out in right field...

[wollip]

Hope your issue gets resolved to your satisfaction.

Left field / Right field / bench warming - it was all torture to me :-)

[RICK]

 

The "Staff Forum Moderator" is based out of Australia.

 

Didn't even know these were sold outside North America.

 

Remember last week with the spammers. It took a few days for the moderator to close them out, even after I sent in several different spam reports.

 

Know we know why.

 

 

http://nissannvforum.com/user/1-staff/

 

Rick.

[radin2son]

Pretty good, professional format for a bunch of entrepreneurs. The SMB forum was founded by a bunch of E series 4x4 owners and looks like it.

 

If nothing else, the site is useful. Solutions, however, will come from the bottom (members)

up. Nothing unusual about that.

[ASD Dad]

Do you think Nissan has no customer support due to the Commercial Line being a very small percentage of overall sales?  I see way more Leafs running around than I do NV's of any type, 200, cargo or NVP.  I am starting to see more NV200's but even those are few and far between.  I'd like to see overall sales by model and I bet the NV line is at or near the bottom of the list.  

 

At the bottom I am guessing there is the Skyline GTR, that terrible Murano Convertible and maybe the Cube being lower in sales vs. NV's.  GTR is a halo car and priced accordingly.  Murano Cabrio should never have been made, Cube is no longer being sold I think...

 

I bet Chris would know overall sales figures since he was just at that big meeting.  I am just curious how these stack up.

[Bates]

For van market sales

http://www.goodcarbadcar.net/2015/06/usa-commercial-van-sales-figures-may-2015-ytd.html

 

For Nissan specific:

http://nissannews.com/en-US/nissan/usa/channels/U-S-Sales-Reports/releases/nissan-group-reports-may-2015-u-s-sales

[radin2son]

This doesn't cover Nissan model sales comparisons, but you can also search "van sales, May 2015" and get a breakdown for all vans sold in May and for the year to date. You can look at US sales and Canada sales.

 

Ford continues to sell huge numbers of E series vans. Stockpile or are they counting cut away versions?

 

Regarding 100k warranties, GM trucks and someone else are discontinuing this as buyers do not consider warranties when buying. Stupid us!

You are lucky you have this... We'll see how this plays out over time. Your driver's seat and Olaf's bird bombs are a good examples of Nissan's work around.

[radin2son]

Nissan hath spoken... Again, via Jerome. The check will be in the mail; that is, 2 weeks from now after it is processed. I don't really care how long it takes.

 

I asked Jerome to explain what happened. He picked up the case before the previous rep, Chase, processed it and Jerome had to verify my info.

 

I also asked Jerome to email verification that reimbursement had been approved and would be sent in 2 weeks. He is not able to respond to this via email. The only email after the fact is follow up. A survey? Bet I don't get one.

 

Time to move on, maybe.

[wollip]

Manual Shift Control

 

Problem was - it failed. No way to downshift at all. And it failed late Saturday evening on what turned out to be the day before my three year warranty expired (at midnight Sunday).

Of course, the service dept is closed on Sunday but I was able to go online and schedule a service appt for first thing on Monday.

Dealership (North Point Nissan in Little Rock, AR) said technically your warranty is expired but here's a number to call at Nissan - plead your case while we wait for the part to come in.

Nissan agreed to cover the part (on a goodwill basis) if I would pay the labor charge.

All things considered, I took the deal and thanked them for working with me on this. They saved me just shy of $500 bucks. The dealership held the labor charge to no more than the initial diagnostic fee.

So sometimes things do work out. My thanks to Vic at corporate and Fred at the dealership for all your help.

[radin2son]

Quick thinking!