Nissan 370Z Forum - View Single Post

zilent_jay · 08-26-2012, 09:51 PM

Sorry you are having the same issue Cosmic.

I wrote this a year ago. I ended up trading the car in last December. Don't regret it at all.

>>Someone asked for the details on my latest ownage of the Nissan Service Department (Fenton East). This is a long story, but you gotta know the details to understand and appreciate my level of frustration.

History:
The car is a 2009 Nissan 370z which I purchased new. To date, the car has been out of commission and sitting at the dealership for well over 40 days. Countless visits, countless days with a rental or without a car altogether, countless hours wasted. It originally had an oil consumption issue that they tried to fix before having to replace the long block (entire engine). In the process of replacing the engine they damaged an oil pressure actuated solenoid on the front of the engine that controls the variable valve timing. Once the engine was broken in and I started stepping on the gas...the damaged solenoid spewed oil EVERYWHERE. The entire engine bay was covered in oil, the entire undercarriage of the car was covered... even my wheels were covered in oil. Not long after that debacle the slave cylinder in the transmission failed which destroyed the clutch. Directly after getting all of that fixed, I had two problems. One, the shift linkage was off resulting in having to search for 5th gear when shifting from 4th to 5th gear. Two, I got a "Check Engine Light" which they've tried to remedy twice and have failed to do so. Recently one of my wipers stopped working in the middle of driving in a downpoor. Since I was coming up on an oil change, I figured I would get everything addressed at once.

Fast forward to last weekend.

I dropped my car off at the service department on a Thursday after work. I gave the service advisor a run down on the problems I was currently having and the history of the car since I have not worked with this guy before (the guy I dealt with 90% of the time is no longer there). Unbeknownst to me at the time, the guy I was talking to was a complete newb and really didn't know what he was doing.

The next day after dropping it off, I noticed I missed a call from him. I call back and he apologizes because he says he called me on accident and doesn't have an update on the car, but he will go check. Ok, great. He comes back and says the the oil was changed, the wiper was fixed, the linkage was fixed, and the check engine light was caused by dirty air filters and wants the go-ahead from me to replace them at my cost. Of course I told him that was not likely the cause since the CEL's started directly after service and they have tried to fix it twice already. He insists that was a coincidence and air filters will fix the problem so reluctantly I say go ahead and change the air filters and we'll see. He then says ok, and that the car would be ready in an hour. I told him great, and I'd be there in a few hours to pick it up.

Then I get another call from him about an hour later. He starts rattling off some nonsense that didn't make any sense... and I told him I think you have the wrong customer. Is this John? Nope, this is Jason with the 370z. "DOH! I am so sorry. I am having a dyslexic day" No problem man. "You car is ready though, so you can come pick it up whenever you're ready" Great, thanks!

So I get there... and the new guy doesn't know how to close out a ticket... so he asks DB (Let's just call him that) to show him (who has no idea what I've been through with this car). In the process I noticed on the ticket they were charging me $50 for checking the CEL. Obviously I asked why I am being charged for the diagnostic. He explains it's a a fee they charge for diagnostics. I tell him the CEL started directly after warranty work and has been an ongoing issue and that they've been unable to fix it on my past visits and that I'm almost certain it's NOT due to the air filters. The car has TWO air filters and intakes so it's not like slightly dirty air filters are going to keep the engine from breathing with that much surface area. To which he says it happens ALL THE TIME on these 370s. I'm like....UH HUH......... Then he makes up some story that when they do diagnostics the tech is supposed to include documentation, but since the tech didn't attach it to the ticket he's not paying the tech so I won't get charged. Of course, this is a DB way of handling a situation, but hey... at least I'm not paying for the diagnostic, right?

So now that I mention that it has two air filters, there was only one air filter on the ticket so they couldn't determine if both were replaced. So new guy goes off on an expedition looking for the tech who did the work whom he couldn't find. I say the car is right there (like 15 feet away from where we're standing)... just give me the keys and I'll pop the hood... it will take 5 seconds. They give me the keys, I pop the hood, both air filters have been replaced. Great, ring me up.

So they tell me to go inside and they'll have the bill shortly. I sit and wait, and the dynamic duo come in, but they are dealing with another customer (a man and women who were pissed off for some reason). Eventually the pissed customers go sit down and the dynamic duo call me up. Now I look at the ticket and I notice they have a $90 charge for fixing the shift linkage. I tell DB I shouldn't be charged for this, it was to fix faulty warranty work. To which he tries to get out of by asking "yeah but was it done at THIS service department?" To which I respond, YES. Then he says: "Well, I'll have to go check the history on that". Great, knock yourself out!

So DB comes back and says "unfortunately I can't remove that charge because the service was done Sept. 26 of last year and our warranty work is only warrantied for a year". Now, my blood pressure starts to rise. I stay calm. Great, so I missed it by two weeks? I don't really care about your 12 month warranty. You never got my verbal go ahead to do the work if I was having to pay for it, plus that doesn't change the fact that the car is still under warranty. I've had the car here to have this exact problem fixed previously and you guys couldn't fix it because the only person who could fix it wasn't available (it was a Saturday). Then he says matter-of-factly.... I should have brought it in sooner, I've had a year to do it.

Now at this point I'm about to check out on this idiot. I say look here.... I bought a brand new car and it's been OUT OF COMMISSION for over 40 days!!! I've spent countless hours at this dealership trying to get all of these issues straightened out and I'm not exactly excited about wasting even more of my time for you guys to fix your mistakes and I'm certainly not paying for it!

I could tell by his posture he's sticking to his guns and not backing down... he stands there confused for a few seconds... but then he starts stuttering.. bbb bb b b bbubh bubtt.. but... and I interject immediately.... ddd ddd d d dudd duhhh don't know what to say huh?

Now mocking this guy was probably not the best idea, but by this point I'm beyond pissed off.... and apparently it pissed him off too. Now... this idiot STARTS SHAKING...... clenches his fists and in threatening voice stutters "SSS SSS SIRRRR DUH DD DD D DUH DONT ACT LIKE THUH THUH THAT IN HUH HERE". I look at this fool dead in the eyes.... rasie my voice.... Let me tell you something... buddy.... I'm a grown *** man and don't need you telling me how to act... and I certainly don't appreciate you jerking me around.... so why don't you run off and get your manager before you have a serious problem on your hands.

(the pissed off couple are sitting there enjoying the unfolding situation thoroughly)

Fine! He turns around to go fetch his manager. Now I'm approached by this lady who is NOT the manager. She states the manager just left and wants to know what the problem is. I tell her... and she starts to defend DB but quickly realizes she's got a losing argument. She goes off and calls the manager and then comes back and says he said to remove the charge. I said that's great! I'm sure I'll be back and I'll be sure to talk to him personally. I paid for the charges I rightfully owed and left. (a little under $80, the original ticket was over $220)

Now...... it's a week later..... and guess what. CEL is baaaaaaack.

tl; dr; Nissan service departments pissed off the wrong guy and lost a customer for life.

08-26-2012, 09:51 PM	#54 (permalink)
zilent_jay Base Member Join Date: May 2009 Location: OKC Posts: 96 Drives: 2009 MB Base Sport Rep Power: 16	Sorry you are having the same issue Cosmic. I wrote this a year ago. I ended up trading the car in last December. Don't regret it at all. >>Someone asked for the details on my latest ownage of the Nissan Service Department (Fenton East). This is a long story, but you gotta know the details to understand and appreciate my level of frustration. History: The car is a 2009 Nissan 370z which I purchased new. To date, the car has been out of commission and sitting at the dealership for well over 40 days. Countless visits, countless days with a rental or without a car altogether, countless hours wasted. It originally had an oil consumption issue that they tried to fix before having to replace the long block (entire engine). In the process of replacing the engine they damaged an oil pressure actuated solenoid on the front of the engine that controls the variable valve timing. Once the engine was broken in and I started stepping on the gas...the damaged solenoid spewed oil EVERYWHERE. The entire engine bay was covered in oil, the entire undercarriage of the car was covered... even my wheels were covered in oil. Not long after that debacle the slave cylinder in the transmission failed which destroyed the clutch. Directly after getting all of that fixed, I had two problems. One, the shift linkage was off resulting in having to search for 5th gear when shifting from 4th to 5th gear. Two, I got a "Check Engine Light" which they've tried to remedy twice and have failed to do so. Recently one of my wipers stopped working in the middle of driving in a downpoor. Since I was coming up on an oil change, I figured I would get everything addressed at once. Fast forward to last weekend. I dropped my car off at the service department on a Thursday after work. I gave the service advisor a run down on the problems I was currently having and the history of the car since I have not worked with this guy before (the guy I dealt with 90% of the time is no longer there). Unbeknownst to me at the time, the guy I was talking to was a complete newb and really didn't know what he was doing. The next day after dropping it off, I noticed I missed a call from him. I call back and he apologizes because he says he called me on accident and doesn't have an update on the car, but he will go check. Ok, great. He comes back and says the the oil was changed, the wiper was fixed, the linkage was fixed, and the check engine light was caused by dirty air filters and wants the go-ahead from me to replace them at my cost. Of course I told him that was not likely the cause since the CEL's started directly after service and they have tried to fix it twice already. He insists that was a coincidence and air filters will fix the problem so reluctantly I say go ahead and change the air filters and we'll see. He then says ok, and that the car would be ready in an hour. I told him great, and I'd be there in a few hours to pick it up. Then I get another call from him about an hour later. He starts rattling off some nonsense that didn't make any sense... and I told him I think you have the wrong customer. Is this John? Nope, this is Jason with the 370z. "DOH! I am so sorry. I am having a dyslexic day" No problem man. "You car is ready though, so you can come pick it up whenever you're ready" Great, thanks! So I get there... and the new guy doesn't know how to close out a ticket... so he asks DB (Let's just call him that) to show him (who has no idea what I've been through with this car). In the process I noticed on the ticket they were charging me $50 for checking the CEL. Obviously I asked why I am being charged for the diagnostic. He explains it's a a fee they charge for diagnostics. I tell him the CEL started directly after warranty work and has been an ongoing issue and that they've been unable to fix it on my past visits and that I'm almost certain it's NOT due to the air filters. The car has TWO air filters and intakes so it's not like slightly dirty air filters are going to keep the engine from breathing with that much surface area. To which he says it happens ALL THE TIME on these 370s. I'm like....UH HUH......... Then he makes up some story that when they do diagnostics the tech is supposed to include documentation, but since the tech didn't attach it to the ticket he's not paying the tech so I won't get charged. Of course, this is a DB way of handling a situation, but hey... at least I'm not paying for the diagnostic, right? So now that I mention that it has two air filters, there was only one air filter on the ticket so they couldn't determine if both were replaced. So new guy goes off on an expedition looking for the tech who did the work whom he couldn't find. I say the car is right there (like 15 feet away from where we're standing)... just give me the keys and I'll pop the hood... it will take 5 seconds. They give me the keys, I pop the hood, both air filters have been replaced. Great, ring me up. So they tell me to go inside and they'll have the bill shortly. I sit and wait, and the dynamic duo come in, but they are dealing with another customer (a man and women who were pissed off for some reason). Eventually the pissed customers go sit down and the dynamic duo call me up. Now I look at the ticket and I notice they have a $90 charge for fixing the shift linkage. I tell DB I shouldn't be charged for this, it was to fix faulty warranty work. To which he tries to get out of by asking "yeah but was it done at THIS service department?" To which I respond, YES. Then he says: "Well, I'll have to go check the history on that". Great, knock yourself out! So DB comes back and says "unfortunately I can't remove that charge because the service was done Sept. 26 of last year and our warranty work is only warrantied for a year". Now, my blood pressure starts to rise. I stay calm. Great, so I missed it by two weeks? I don't really care about your 12 month warranty. You never got my verbal go ahead to do the work if I was having to pay for it, plus that doesn't change the fact that the car is still under warranty. I've had the car here to have this exact problem fixed previously and you guys couldn't fix it because the only person who could fix it wasn't available (it was a Saturday). Then he says matter-of-factly.... I should have brought it in sooner, I've had a year to do it. Now at this point I'm about to check out on this idiot. I say look here.... I bought a brand new car and it's been OUT OF COMMISSION for over 40 days!!! I've spent countless hours at this dealership trying to get all of these issues straightened out and I'm not exactly excited about wasting even more of my time for you guys to fix your mistakes and I'm certainly not paying for it! I could tell by his posture he's sticking to his guns and not backing down... he stands there confused for a few seconds... but then he starts stuttering.. bbb bb b b bbubh bubtt.. but... and I interject immediately.... ddd ddd d d dudd duhhh don't know what to say huh? Now mocking this guy was probably not the best idea, but by this point I'm beyond pissed off.... and apparently it pissed him off too. Now... this idiot STARTS SHAKING...... clenches his fists and in threatening voice stutters "SSS SSS SIRRRR DUH DD DD D DUH DONT ACT LIKE THUH THUH THAT IN HUH HERE". I look at this fool dead in the eyes.... rasie my voice.... Let me tell you something... buddy.... I'm a grown *** man and don't need you telling me how to act... and I certainly don't appreciate you jerking me around.... so why don't you run off and get your manager before you have a serious problem on your hands. (the pissed off couple are sitting there enjoying the unfolding situation thoroughly) Fine! He turns around to go fetch his manager. Now I'm approached by this lady who is NOT the manager. She states the manager just left and wants to know what the problem is. I tell her... and she starts to defend DB but quickly realizes she's got a losing argument. She goes off and calls the manager and then comes back and says he said to remove the charge. I said that's great! I'm sure I'll be back and I'll be sure to talk to him personally. I paid for the charges I rightfully owed and left. (a little under $80, the original ticket was over $220) Now...... it's a week later..... and guess what. CEL is baaaaaaack. tl; dr; Nissan service departments pissed off the wrong guy and lost a customer for life.