Nathan: Thank you for contacting Nissan LEAF Customer Support, my name is Nathan. How may I help you today Mark?
Mark: Please a) look uo my account and b) forward a transcript to me via e-mail (I did not notice the check box when I logged in).
Mark: "look up"
Mark: I am wondering if you folks can give me any new information today? Other people in a similar circumstance to my own are reporting receiving phone calls directly from Nissan NA with more details about their particular situations as well as the overall issue of folks with late January and early February orders "jumping over" us folks with late September / early October order dates.
Nathan: Mr. YYYY, I have accessed your account, looks like your delivery date is in the month of May. Congratulations!
Nathan: I'm sorry Mr. XXXX.
Mark: That is not new information and I have received a generic e-mail indicating that the May delivery might change. Can you confirm that May is still likely?
Nathan: Because of the earthquake in Japan, future impact on Nissan LEAF supply continues to be assessed.
Nathan: May is still likely though.
How can that be if my car has not already been shipped?
Mark: Can you confirm that my car was on either Andromeda Spirit or Luna Spirit?
Nathan: It wouldn't be shipped till about 2 weeks before your final delivery date.
Mark: That is not correct information as it takes to two weeks to cross the Pacific and then the cars stay in the port for 3 - 4 weeks
Mark: It is then another week or so at the dealer
Mark: Is there a method of "elevating" my request for a) more specific information regarding my car and b) an explanation of why people who ordered in late January / early February are reporting havig April delivery dates and VINs while all you can give me is very nebulous information?
Nathan: Believe me when I say, I understand your frustration. However, beyond the information you received via e-mail, we do not have any additional information at this time. Please know we are doing everything we can to expedite the delivery of your LEAF.
Mark: Pleae understand that the lack of specific information makes it very hard to accept "Please know we are doing everything we cant to expedite the delifery of your Leaf" at face value.
Mark: Please also understand the frustration of not receiving responses to perfectly reasonable requests for information about the apparent inequity in the delivery process.
Nathan: Please do understand, we know how frustrating this is. We are sharing the information with you (the customers) just as soon as we get it in.
Mark: Also, why are other people getting e-mails with more specific information while I only received a very generic e-mail indicating that the tragedy might effect my delivery timing and then also asking for a donation to the cause.
Nathan: The only reason someone would get more specific information is if they are closer to delivery.
Mark: No - people have reported receiving e-mails that their cars are either a) not yet shipped or b) have been shipped. I have not received such an e-mail
Mark: Can you, or can you not help me get to someone with better information than you have at your disposal?
Mark: Also, please confirm that I will be receiving a transcript of this chat via e-mail
Nathan: Mr. XXXX if you could give me just 1 or 2 minutes I am searching for some more information to help answer your questions.
Mark: Thank you.
Nathan: Good news. What I was able to find out for you is that you were not one of the people whose car was scheduled for production and cancelled because of the earthquake.
Nathan: Unfortunately, there is no available information on the exact status of your LEAF. As soon as that becomes available, you will be contacted.
Mark: Can you, or can you not help me get to someone with better information than you have at your disposal?
Nathan: Unfortunately, there is no additional information available.
Mark: Can you, or can you not help me get to someone with better information than you have at your disposal?
Nathan: Mr. XXXX , I was just informed that someone is looking into your vehicle disposition and will contact you by Monday.
Mark: Thank you. Really seems silly that we had to go through all of the above when
I asked you to research my record at the beginning of this chat.
Mark: Lastly, please confirm that I will be receiving an e-mail of this chat.
Nathan: You will be receiving an e-mail of our chat promptly.
Nathan: Is there anything else I can help you with today Mr. XXXX ?
Mark: Great. Thank you. Such direct responses truly are appreciated.
Mark: Have a good day.
Nathan: You have a great day and thank you for contact Nissan LEAF customer support.
Mark: Good bye
Mark has left the session.
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