FILLUPMYEV
Posts: 8
Joined: Mon Oct 23, 2017 10:19 am
Delivery Date: 23 Oct 2015
Leaf Number: 024591

Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 11:14 am

My mother brought in her 2012 Nissan Leaf SL to Alhambra Nissan a few weeks back to ask for a warranty replacement for her battery since it shows 8 bars. The service adviser that she spoke with said the battery is only covered under warranty for 3 years and said they can't do anything for her without her paying for it. She brought her vehicle to me last night and asked me to bring it to a local dealer for her to ask for the battery replacement.

I called (877) NO GAS EV this morning. I asked about the battery capacity warranty. The rep by the name of Jeffery explained the warranty and said it is covered. He then proceeded to take down info like vin, etc.. He then said the warranty had expired 5 days ago. He also said there was no documentation that the car was at the dealership for this battery capacity issue before the expiration so nothing can be done now. He said his hands were tied and that is the end of it. I then called Alhambra Nissan to speak to someone about this issue and of course, no one in service knows what I am talking about.

I am frustrated that employees were not well trained enough to know the company's policy regarding the battery capacity warranty. I am frustrated that Jeffery at Nissan corporate said he can't do anything since its now 5 days too late. We own 4 Leafs in the family. All 2012s. 2 is at 10 bars. 1 is at 9 bars. My mothers have been at 8 bars since this summer. She definitely should have complained about the battery issue sooner but she is nearly 70 years old and just don't like to fuss over anything in life.

This issue alone is enough for me to be done with Nissan. I intend to sell off all 4 Leafs and move on.

I just needed to vent as I am extremely frustrated and spent all morning on the phone and NOTHING. ZERO. Time wasted......

LeftieBiker
Posts: 7138
Joined: Wed May 22, 2013 3:17 am
Delivery Date: 31 May 2013
Location: Upstate New York, US

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 11:30 am

I'm sure that someone knew about the capacity warranty, and the approaching expiration of it. I wonder if the car itself has a record of the stop at the dealership, in its telematics...
2013 "Brilliant Silver" SV with Premium Package and no QC, and 2009 Vectrix VX-1 with 18 Leaf cells.

The most offensive, tasteless phrase in use here is "Pulled the trigger." I no longer respond to posts that use it.

DaveinOlyWA
Gold Member
Posts: 12216
Joined: Sat Apr 24, 2010 7:43 pm
Delivery Date: 10 Nov 2016
Leaf Number: 314199
Location: Olympia, WA
Contact: Website

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 12:36 pm

what happened at the dealership? anything at all? Or was it walk up to counter, explain situation, get turned away and leave? Because that wouldn't leave a paper trail at all.

I would go back to dealership. talk to service manager first and then get the service person in the room to discuss and confirm the date of the original conversation.

FYI; you got shafted by an independent contractor of Nissan. Not Nissan. As far as Nissan goes, you should continue to escalate. It won't be easy and it won't be quick. In these matters, there are a lot of hoops to negotiate and you will either get lucky and find a rep that will do that for you or not. Either way, don't take no for an answer.

You simply got a counter person who didn't know what they were talking about along with the asker not knowing what they had as far as rights. A litany of bad breaks.
2011 SL; 44,598 miles. 2013 S; 44,840 miles.2016 S30 (build 10/2016)"low water marks" 26,100.2 miles.363GID Ahr 79.55Hx95.35%kwh28.1QCs227,L2's 237
My Blog; http://daveinolywa.blogspot.com" onclick="window.open(this.href);return false;

SageBrush
Posts: 1415
Joined: Sun Mar 06, 2011 2:28 am
Delivery Date: 13 Feb 2017
Location: Colorado

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 12:57 pm

DaveinOlyWA wrote:FYI; you got shafted by an independent contractor of Nissan. Not Nissan.

How convenient. For Nissan
2013 Model 'S' with QC & rear-view camera
Bought off-lease Jan 2017 from N. California with 63.9 Ahr after 22k miles
Car is now enjoying an easy life in Colorado

Phatcat73
Posts: 433
Joined: Fri Feb 08, 2013 2:44 pm
Leaf Number: 401511
Location: Buffalo Grove, Il

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:03 pm

When your mother brought in the vehicle, did she "check it in" and get any paperwork as a receipt for the visit? I'm assuming no.

I would still escalate to the EV hotline and ask to speak to the manager. Ask them if they are requesting you and your mother to go back to the dealer and identify the name of the service advisor who steered you wrong. I imagine that the car "records" the date of bar drops to help validate when it occurred. I would think Nissan would be reasonable in this situation. Sorry for your frustration.
2016 SV; purchased 20-Jan-17, <5k, 98% SOH; 01-Apr-17
2013 SV; purchased 6-March-13 44k, 81% SOH; 3-Apr-17
2015 S; purchased 29-July-14, moved to AZ Nov-2014, 19k, 83% SOH; 30-Mar-17
(LD storage) 2009 Ford Escape Hybrid 4x2), 101k

DaveinOlyWA
Gold Member
Posts: 12216
Joined: Sat Apr 24, 2010 7:43 pm
Delivery Date: 10 Nov 2016
Leaf Number: 314199
Location: Olympia, WA
Contact: Website

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:03 pm

SageBrush wrote:
DaveinOlyWA wrote:FYI; you got shafted by an independent contractor of Nissan. Not Nissan.

How convenient. For Nissan


interesting view.

The dealer created the issue with an untrained ( Probably just lazy) counter person so the customer AND Nissan gets screwed in the process and you feel that Nissan is the beneficiary?
2011 SL; 44,598 miles. 2013 S; 44,840 miles.2016 S30 (build 10/2016)"low water marks" 26,100.2 miles.363GID Ahr 79.55Hx95.35%kwh28.1QCs227,L2's 237
My Blog; http://daveinolywa.blogspot.com" onclick="window.open(this.href);return false;

LeftieBiker
Posts: 7138
Joined: Wed May 22, 2013 3:17 am
Delivery Date: 31 May 2013
Location: Upstate New York, US

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:05 pm

Some people have had luck with BBB arbitration. If you can establish that you did get told that by the dealership, you should be able to win a BBB claim.
2013 "Brilliant Silver" SV with Premium Package and no QC, and 2009 Vectrix VX-1 with 18 Leaf cells.

The most offensive, tasteless phrase in use here is "Pulled the trigger." I no longer respond to posts that use it.

DaveinOlyWA
Gold Member
Posts: 12216
Joined: Sat Apr 24, 2010 7:43 pm
Delivery Date: 10 Nov 2016
Leaf Number: 314199
Location: Olympia, WA
Contact: Website

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:07 pm

Phatcat73 wrote:When your mother brought in the vehicle, did she "check it in" and get any paperwork as a receipt for the visit? I'm assuming no.

I would still escalate to the EV hotline and ask to speak to the manager. Ask them if they are requesting you and your mother to go back to the dealer and identify the name of the service advisor who steered you wrong. I imagine that the car "records" the date of bar drops to help validate when it occurred. I would think Nissan would be reasonable in this situation. Sorry for your frustration.


Even in cases where documentation exists of a qualifying condition, its still generally the customer's responsibility to bring it up during the qualifying period

what we have is a customer who didn't know their warranty

a customer service rep who stupidly thought the battery was covered in the "bumper to bumper" clause

and general overall still shocking scenario where a battery degraded over years and not one single time (apparently) did anyone dig out their paperwork to find out what they were entitled to.
2011 SL; 44,598 miles. 2013 S; 44,840 miles.2016 S30 (build 10/2016)"low water marks" 26,100.2 miles.363GID Ahr 79.55Hx95.35%kwh28.1QCs227,L2's 237
My Blog; http://daveinolywa.blogspot.com" onclick="window.open(this.href);return false;

FILLUPMYEV
Posts: 8
Joined: Mon Oct 23, 2017 10:19 am
Delivery Date: 23 Oct 2015
Leaf Number: 024591

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:21 pm

Phatcat73 wrote:When your mother brought in the vehicle, did she "check it in" and get any paperwork as a receipt for the visit? I'm assuming no.

I would still escalate to the EV hotline and ask to speak to the manager. Ask them if they are requesting you and your mother to go back to the dealer and identify the name of the service advisor who steered you wrong. I imagine that the car "records" the date of bar drops to help validate when it occurred. I would think Nissan would be reasonable in this situation. Sorry for your frustration.



She walked into the service counter, so you are correct. No receipt for the visit. I'll give the EV hotline another call tomorrow to see if that will amount to anything. I've left multiple messages for the service manager to call me back regarding this issue. I've contacted other nearby dealers and they all said the same thing. I'd have to get that service manager to admit to corporate Nissan that the car was indeed on their lot before the warranty had expired.

SageBrush
Posts: 1415
Joined: Sun Mar 06, 2011 2:28 am
Delivery Date: 13 Feb 2017
Location: Colorado

Re: Extremely frustrated with Nissan service and support

Mon Oct 23, 2017 1:22 pm

DaveinOlyWA wrote:
SageBrush wrote:
DaveinOlyWA wrote:FYI; you got shafted by an independent contractor of Nissan. Not Nissan.

How convenient. For Nissan


interesting view.

The dealer created the issue with an untrained ( Probably just lazy) counter person so the customer AND Nissan gets screwed in the process and you feel that Nissan is the beneficiary?

Remind me how Nissan is screwed this ? They just denied a warranty repair.

Nissan tells the customer they HAVE to use a dealership for warranty repairs, and then disavow any responsibility towards dealership malfeasance or incompetence.
2013 Model 'S' with QC & rear-view camera
Bought off-lease Jan 2017 from N. California with 63.9 Ahr after 22k miles
Car is now enjoying an easy life in Colorado

Return to “Batteries & Charging”