Advice Needed
 

Don't know if this is the right place to post but here goes my story.....

I purchased a 2011 base model Pearl White last month, in the sales agreement I asked them to add on the sport package spoiler, splash guards and wheel locks. They had to order the parts and a week later they called me to install them. When the install was complete I noticed there was a huge gap on the drivers side rear splash guard and the spoiler was off center, and it was noticeable. I didn't say anything because I could redo the splash guard and re align the spoiler. But then I drove to Waikiki that same day, and my TPMS light turns on, did not know what the light was at the time so I pulled over read the manual and was releived for a second. I then went home and checked the tire pressure on all four. OMG 50lbs plus each tire, I read the manual and checked the door jams, they were supposed to be at 35lbs. I used another tire gauge to make sure the gauge I had used was not faulty. I got the same reading 50lbs plus. I immediately dropped each tire to the recommended 35lbs. The light went away after driving for a little while. Then the next day the light came back....:shakes head: So I called my service advisor at Nissan and scheduled an appointment for the TPMS light. When I took it to them I also mentioned the spoiler and the splash guard that I didn't have a chance to get to. They did a piss poor job on installing these OEM parts, and I am guessing they inflated the tires to 50lbs when they added the wheel locks. So they gave me a loaner and fixed my TPMS light and splash guards. They did not have 3M double side tape to do the spoiler so I had to come back to Nissan the next day which they had the 3M tape. I went back the next day and dropped my car off at 9 am, my service advisor told me the spoiler should be properly aligned and installed correctly a little after lunch. They gave me a loaner Sentra until my car was ready to be picked up. Well 1:30 pm rolls around and I get a phone call from nissan, I was thinking they were calling me to let me know my car is ready to be picked up. Sadly to say I was wrong....the phone call I got was "sir I am sorry to inform you that during the alignment process of your spoiler our technician accidenttly cracked it and it is very noticeable and can not be repaired":shakes head: OMG now I was upset, I was not upset that they did a crappy job installing parts, I was not upset that they inflated my tires to 50lbs and my TPMS turned on and scared the crap out of me on the highway, I was not upset that there was a huge gap on the splash guard, nor was I upset that the spoiler was off center and leaning more towards the driver side. I was not even upset that I had to ask about my license plates and find out that DMV kicked backed my paperwork to Nissan because they thought there was a forged signature on my reg. They didn't bother to call me or tell me this, nor did they even know what was going on with my plates until I went to them and said hey where's my license plates ? But when I got the phone call stating we broke your spoiler and we just ordered a new one to replace it, I then had reached my limit. Driving back and fourth to Nissan serveal times for minor issues that should have never happend to begin with if the so called certified technician did his job correctly in the first place. Nissan General sales manager, Service Department manager, and Customer relations Manager got involved because they heard about my frustration and quality of service I had been provided. Apologies every ten minutes is all I got from each of them, they offered to upgrade my loaner to a altima or rogue, they offered me three months of "Professional Detailing Service" . I declined both offers, I told them I didn't go to Nissan to buy a sentra or altima or rogue...well needless to say a brand spanking new car is in the service department for a broken spoiler for a few days and I am without my Z that I paid for in full.

Well in case your wondering why I didn't get the SP, money, and color of car and time it would take to get to Hawaii, as well as I am upgrading my brakes and wheels, and I like the look of the Sport spoiler,

So there you have it for the most parti n a nutshell, my question to anyone out there is, What would you do if this situation of misfortune happened or how can I go about this with Nissan?

Thanks, Aloha and Mahalo for reading, the moderators can put this in the right location if it nots supposed to be here but I figured exterior and my spoiler is the main issue now. I do not want to state the dealerships name or location, just know it's one of the Nissans of Hawaii.

HONESTLY, they screwed up, but have been more then willing to help you. On a customer service side, problems do happen and mistakes do happen, its how they fix them which counts. I say take the incentives they offered you, and start driving your Z when you get it back.

this should go into the general discussion area.

i'd take what you can get from them and go for the ride. they're at least owning up to the fact that they screwed up big time, and have offered to pay for a new spoiler. i know it's hard to wait, but they should take care of you now. like they were supposed to from the beginning, but still...:tup:

'aloha' and 'mahalo'...dammit, i want to go back to hawaii :tup:

fly trip to kauai. peoples gotta a place out there.

Not much you can do. Just a big inconvenience. Take whatever they give. :tup:

My advice is to complain less and take their three months of free detailing service. The dealership's technicians screwed up and the dealership is trying to do whatever they can to make you happy. As someone who does sales for a living, I hate it when we ship a product that fails or our techs mess something up, but it happens. We do whatever we can to correct the problem and hope that the customer appreciates that we want to make it right and keeps coming back to us for future business.

Being a jerk about it gets you absolutely nothing. If they're scrambling to make it right and then you take their free stuff and are still a jerk, believe me you'll be way worse off. Bring your car in with a modification? Sorry, modified car, warranty voided.

I just lost a $77k sale yesterday because of things my company messed up that were outside of my control. I'd spent hours of my time doing all sorts of stuff for this customer that she would have normally had to pay for and it still didn't matter. But now that she gave a sale that I've been working on for a year and a half to my competitor, guess what's going to happen the next time she calls me?

Take a deep breath, it's not the end of the world.
As long as they continue to fix the problems and give you a free rental car, all is good.

For whats it worth.....yeah....just smile and wave :hello:. They are trying to fix the issues at least and that really is the best that they can do. It would have been better if it didn't happen at all...but well...unfortunately it did. But they did give you a loaner....counts for something. Everyone screws up here and there even the best in a moment of a brain fart and all. Sucks that...yeah it was your car...but like it has been said...they are doing their best to resolve the problems that they created and I am sure that it will be fine in the end. Just a temporary pain in the butt sorry to say.

We all live on an island though...so the chances are you WILL run into one of those people and one of those people will be related to someone you know or will meet. So...just hang in there and let them resolve the issues. Its one of the many reasons on why people really need to be a little more "forgiving" and considerate here. We all cross paths sooner than you think.

Hang in there though.

Honestly what do you want out of this situation? A Z to drive around while you are waiting for yours to be repaired? Monetary compensation? It definitely seems like they are trying to work with you and make the situation right. If you feel that it is not enough then state what will make you happy (within reason)? In your case it seems that the dealership will do as much as they can to accomodate you.

I would suggest free oil changes with ester oil to help compensate, I'd pass on the detailers because our paint scratches so easily, being from Hawaii, I know they probably aren't as good at detailing.

Thanks for the advice everyone, I was just happy to get my car back. The screwed up part....is that I have to take it back to service.....the tpms light came on again.....my 5th time taking my Z in for service and it has about 900 miles now.....:( it could always be worse, and yeah I was not an A-Hole about the whole situation, I just smiled and said thank you for doing an excellent job etc etc, but now I have to it take it back FML

OMG they replaced the sensors, TPMS light came on after a week:( took it back to Nissan, they told me I have to get my BCM replaced and the computer might be bad:( my car has just hit 2k miles and has no mods:( What should I do anyone? This will be my 7th time taking it in for service on a new car under 3 months, did I get a Lemon or do I have bad luck?

Braddah you should have bought my car. I have been trying to sell my 09 6speed pw w/sports pkg since 2009. It only has 6k miles and i wanted only $30k. For people in the mainland we get ripped off in hawaii. I paid $38,500 without extended warranty.

Sorry to hear. On one hand I would like to say try to be patient and have them fix the issues...on the other, yeah...I would say you might want to inquire about it being a trouble case. The tpms issue has been a bit touchy with some cars. Have them reset the sensors document the issues and ask what are your options if these problem keep on coming up repetitively.

Faulty sensors hardly qualifies this as a lemon. It's frustrating having to visit the dealer so many times, but these things happen. I'm guessing they probably saw that your TPMS light came on before, which is why they added air in the tires... to 50psi that is. It seems like this dealership doesn't have the best tech's to handle your car. I would suggest a different dealership, but you probably don't have that option. Next time you have it serviced, watch them work on your car like a hawk. It seems like they want to resolve this issue as much as you do. Unless your car stops running, lemon law wont cover it. Make sure you keep a detailed record of everything done to the car.