derkraut
Well-known member
Xtremeflyer: I believe you've stated the issue(s) accurately and clearly. But imho, I don't think it will change anything, and I doubt that Nissan will respond with any specific action.
derkraut said:But imho, I don't think it will change anything, and I doubt that Nissan will respond with any specific action.
The 1980's called and wants their business PR model back.EVDRIVER said:I don't expect any business to give a formal statement on their internal issues, that's unrealistic.
GroundLoop said:And another thing -- I intend to beat the holy hell out of Nissan when I get that JD Powers survey.
Without mercy or remorse.
I want the highest echelons of their mute & worthless customer PR to feel something move underneath them.
EVDRIVER said:Nissan has bad communication and very poor customer service but they don't need to explain anything other than "we are experiencing delays", etc. ANyone could cancel and tell Nissan what to do with their CS, or put up with the BS but don't expect much else because they have proven to be clueless and will likely continue to do so.
As an insider, I feel that like I was "left alone standing there holding the bag". They should hear from the multitude of the dis-enchanted. Mis-steps, miscues, errors, failing and all are to be expected to some degree with an undertaking like this LEAF Customer Journey in buying a LEAF. That said, accountability, honesty, empathy and well-placed goodwill must be applied in the timely fashion to have any chance of repairing their (Nissans') reputation and credibility.GroundLoop said:And another thing -- I intend to beat the holy hell out of Nissan when I get that JD Powers survey.
Without mercy or remorse.
I want the highest echelons of their mute & worthless customer PR to feel something move underneath them.
I wonder if the standard dealer ordering system works the same as the consumer system?Herm said:Nissan has no experience dealing directly with the buying public, previously they only had dealers as customers .. and those you can treat like dogs. With their intention to do the good thing and avoid gouging they have created lots of customer animosity, and incurred expenses in having to hire a CS company (millions $$).
Well said - agree completely - you appear to be in the same boat as me (reserve Apr 20 10, order Oct 10, first name David). I see lots of late Jan cars being delivered or to be delivered soon which does not instill confidence about remaining CA rebate funds... My chats/calls to CS have not been productive. Like you, I am also on the escalation list - they should be following up with me regularly via phone. CS admitted to the out-of-order delivery mistake and say they have a couple weekly meetings about status updates. Of course - none of this is new information...xtremeflyer said:I sent this letter to Brian Carolin, Senior Vice President of Sales and Marketing for Nissan North America. I'll let everyone know if I get a response.
You shouldn't be - your car will be delivered very soon. There's nothing about your late Jan order that stands out from all the others. Congrats!thankyouOB said:I am as whipsawed as the rest of you
GroundLoop said:The 1980's called and wants their business PR model back.EVDRIVER said:I don't expect any business to give a formal statement on their internal issues, that's unrealistic.
This simply is not true any more. When Playstation's network goes down, people want to know why and what's being done to fix it. Sony responds.
Today, Verizon's 4G network is down. Do they hide behind a clueless CS?
No.
http://twitter.com/#!/VerizonWireless/status/63231173614243841
Nissan would have CS telling people "No it's not. You're mistaken. It's working just fine. We never said it would be up. Who told you it's down. That's just internet nonsense. Why, some people are connecting right now. I'm certain of it. I'm connected. According to my records, you are also connected right now. Yes, you are, it just doesn't look like it. The icons are wrong. Maybe your phone is broken. You shouldn't believe what you read. Our network is fine. Is there anything else I can help you with today?"
Look -- delivery screwups are not "internal issues". They're the most public-facing issue there is! There are more orders than cars, and this is the image they're screwing up today.
thankyouOB said:Nissan has the perfect defense for all but a few of the most inside-baseball crowd on this blog.
No story you are going to tell will survive the earthquake and tsunami defense. it just wont work to charge them with incompetence when they country was devastated by an earthquake and nuclear disaster. It doesnt matter that you ordered in september and january folks got a car.
The country was devastated.
you think you can generate sympathy for a few hundred (if that many) people who had their order for a boutique car delayed and perhaps jumped over by other EV car fan orders during the roll out by Nissan.
I think you need to first understand the environment and second know that Nissan has a bulletproof explanation; they were making this right for all the out-of-place orders and the earthquake hit. They did the best they could. Dealers lost all their demos. Owners of dealerships got skipped over. etc.
Sheffield said:thankyouOB said:Nissan has the perfect defense for all but a few of the most inside-baseball crowd on this blog.
No story you are going to tell will survive the earthquake and tsunami defense. it just wont work to charge them with incompetence when they country was devastated by an earthquake and nuclear disaster. It doesnt matter that you ordered in september and january folks got a car.
The country was devastated.
you think you can generate sympathy for a few hundred (if that many) people who had their order for a boutique car delayed and perhaps jumped over by other EV car fan orders during the roll out by Nissan.
I think you need to first understand the environment and second know that Nissan has a bulletproof explanation; they were making this right for all the out-of-place orders and the earthquake hit. They did the best they could. Dealers lost all their demos. Owners of dealerships got skipped over. etc.
I love your order details. You were approved to order in January and have a May date. I was approved to order in November ( though I was placing my reservation within ten minutes of the reservations opening on April 20) and my date has slipped to July. So how exactly is there any sense at all in what they have done?
I am not justifying or approving of Nissan's excuse, just saying that in the world of PR it is bulletproof. You can attack it with insider details, but in the end they have the perfect excuse, albeit they will call it an explanation.
I got lucky. I see that it is not fair.
What really happened was they unexpectedly changed production schedule to favor Japan so tax benefits there were preserved. Then they found, once the weather got warm, that they had a major defect (safety related or not, it is a car killer) that had to be diagnosed and patched. On top of that their PR and customer relations was incompetent.
Chevy, of all companies, managed to do that par right. Pre-orders were trackable online through every step of scheduling and production. Each customer got a personal advisor during pre-order. The only real screw-up they have is dealer pricing, which is being managed by putting the dealers on front street using the forum. And, believe it or not, you can buy a Volt right now at MSRP without any reservation. It just takes a bit of shopping. The difference in the experience is remarkable.
xtremeflyer said:I sent this letter to Brian Carolin, Senior Vice President of Sales and Marketing for Nissan North America. I'll let everyone know if I get a response.
BlueSL said:xtremeflyer said:I sent this letter to Brian Carolin, Senior Vice President of Sales and Marketing for Nissan North America. I'll let everyone know if I get a response.
Xtreme, so has anyone at all responded to you? If so, how?
Maybe not as many people want Volts as want LEAFs. I probably will have to wait most of a year from now to order a LEAF, but I'm not interested in the Volt even if I could buy one tomorrow. Nor does the buying experience make the car more desirable (to me). I wonder how many others share my opinions?Sheffield said:you can buy a Volt right now at MSRP without any reservation.
Actually, the rollout is completely new too - only problem is instead of Ver 1.0 it turned out to be a beta version. Poor choice of vendors they selected (both for PR and their web software) complicated matters. Nissan was simply not equipped to handle this kind of rollout and they are learning on the job.Jimmydreams said:Problems with the car? Unavoidable, but acceptable due to Ver 1.0. Early adopters expect this and easily forgive.
Problems with the rollout? COMPLETELY avoidable and foreseeable. Unacceptable for any stage of vehicle version. Early adopters don't forgive this because it shouldn't be this messed up. Poor planning.
evnow said:For all the problems, would it have been better to do the rollout in a traditional way through dealers ? We would all have been at the mercy of dealers. Probably a good poll question ...
Enter your email address to join: