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Need your advice - Bad experience with Nissan dealership

24 posts in this topic

Posted · Report post

All Z lovers, I recently had my first full service (10000km) at this particular nissan dealership and I have found some shocking facts in terms of what they do to your beloved Z behind your back. I had installed an in-dash camera (aka blackbox) in my 370Z and when I picked up the car after the service and played the video clip, I found out the service guys are actually not doing what they are supposed to be doing. In summary: - Guy A takes my 370Z out for a spin, drives dangerously for 10 minutes. When he returned to the dealership, he is asked by his colleague whether he had checked the problem with the seat (which I had requested them to look at as it was making squeaky noise) and he simply replies "I don't give a F*** about his squeaky seat, this car is awesome!!" (The service summary did mention that the seat was lubricated, which was a lie) - 10 minutes later, Guy B gets in the car, and one of his mates or colleagues also jumps in the passenger seat, making racial comments about my ethnicity, then drives the car to 7 eleven, where one of them got off, and purchased his personal stuff, then drove back to the dealership. They were driving my car for their personal use (also drove for around 10mins) and I couldn't be more furious about this. No sign of them checking the car what so ever. As you know, Z drinks a lot of fuel, so driving for 20mins non stop had also consumed my petrol too!! The next morning, I called up the service manager and told him all this, and he sounded shocked and wanted the see the clips. I sent him the clips, then after watching it, he told me he will do everything to resolve this matter and told me he will get back to me when the dealer principle is back from his annual leave. I wanted to give them a chance so I waited....waited.... and waited for 2 months. I called them up yesterday and the service manager says "Oh, I thought the issue would have been resolved by now. I spoke to the DP and senior management, and they asked me to step out of this issue and they will deal with it". Obviously, no one has contacted me, and even this service manager did not follow it up and updated me that someone else will contact me which made me even more upset. I have had really bad experience with this dealership, from the time I signed the contract to buy the car, and how the delivery got delayed by 2 months without any notice, etc. I even found scratch to front right fender and cracked reverse camera lens within a week I picked up the car (It was raining the whole week when I picked up the car so I didn't drive at all from the time I picked it up until I found the damage. Also because they took my car out from their garage in the evening when I went to pick it up, and they kind of force me to quickly go through the checklist as they had their finance system back online and the checklist already had ALL TICKS, I couldn't thoroughly check the car). Knowing the quality of the dealers and service team and their ridiculous action behind their customers, now I feel more confident that the damages found earlier were made by them when before picked up the car. The service manager promised me yesterday to follow it up and organise a meeting with myself, DP and senior manager. What I want is for them to fix all the damages, refund the car service fee I already paid, and the factory extended warranty (I currently have dealers extended warranty) because I will never be going back to this dealership ever again. I am thinking of sending the video to currently affair and upload them on facebook and youtube if they don't accept any of my request. What do you guys think I should do?

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Posted · Report post

Sad sad sad.

All too common.

Contact Nissan customer care.

Send them the video.

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Posted · Report post

Wow that is definitely not right mate. I'd be taking the matter further if I were you. Exactly why I hate having to drop my car off places

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Posted · Report post

 

Sad sad sad.

All too common.

Contact Nissan customer care.

Send them the video.

 

I have already contacted them and they said I have to deal with this matter directly with the dealership. I did also send them the videos and they said they will make sure the DP to respond quickly but to no avail.

It is common, but when you see it right in front of you on your own car, it's a different story.....

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Posted · Report post

 

Wow that is definitely not right mate. I'd be taking the matter further if I were you. Exactly why I hate having to drop my car off places

 

How would you have take this matter further? Maybe PM me?

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Posted · Report post

Wow ,  that's not good.  I would send a copy of what you typed here to Fair Trading and have the incident logged. Even if they resolve the issue with you , if they don't satisfy you then you then for a small fee you can take the matter further to a tribunal hearing. The dealer once you have logged the complaint with FT will get your problem soughted yesterday.   You'll have an official record. If Fair Trading receive more complaints they will do something.  You may have to jump through some hoops to get this done .  

Fair trading are really very helpful and know their stuff.

I did this with Qantas and beat them, took me about 2 years.  For the record Qantas are complete arse holes when it comes to customer service.

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Posted · Report post

Can we know which dealer it was?

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Posted · Report post

Be careful on here I would say. Only my opinion.

Ive seen it too.

I have a cam as well

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Posted · Report post

 

Wow ,  that's not good.  I would send a copy of what you typed here to Fair Trading and have the incident logged. Even if they resolve the issue with you , if they don't satisfy you then you then for a small fee you can take the matter further to a tribunal hearing. The dealer once you have logged the complaint with FT will get your problem soughted yesterday.   You'll have an official record. If Fair Trading receive more complaints they will do something.  You may have to jump through some hoops to get this done .  

Fair trading are really very helpful and know their stuff.

I did this with Qantas and beat them, took me about 2 years.  For the record Qantas are complete arse holes when it comes to customer service.

 

Yeah, I have already called the Fair Trading. Basically they said exactly what you have just said. The problem is, the dealer promised to get back to me and they still haven't. Maybe I will wait another day and if I don't hear anything, I will give FT another call.

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Can we know which dealer it was?

 

It's the one in Sydney. I want to be extra cautious before disclosing where this dealer is. But if you tell me the name of the dealership you will be going next, I can tell you.

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Posted · Report post

 

Be careful on here I would say. Only my opinion.

Ive seen it too.

I have a cam as well

 

Yeah, I am trying to be as cautious as I can be. That's why I am asking you guys for advices. It's getting very irritated.

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Posted · Report post

 

  

It's the one in Sydney. I want to be extra cautious before disclosing where this dealer is. But if you tell me the name of the dealership you will be going next, I can tell you.

 

Nah, Im based on Melbourne, but thanks for sharing,

please let us know how it goes, cheers!

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Posted · Report post

Get a quote for the damage, make a list of everything you think they're responsible for, as well as noting what youve done to try and resolve the issue, and apply to have it put in front of your local Small Claims Court. Let a Magistrate take care of it.

Oatesy.

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Posted · Report post

If your extended warranty is the Nissan product it can be honoured at any dealer.

If it's with that dealer, add it to your claim.

As Oatesy says, small claims court.

Hope its not too much grief for you.

Saps the joy out of your z experience.

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Posted · Report post

Sorry to hear of your bad experience. Good luck and keep us updated on whether the matter will be resolved.

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Posted · Report post

I'm so pissed off after reading your story mate..burns me to the bone!!!

Wish the best of luck.. Hope it all turns around for you.

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Posted · Report post

Mate that's disgraceful practice. Hang in there and don't let them get away with it. You'll get angry and frustrated but don't give up. It will take longer than you think to resolve but there will be satisfaction at the end of the tunnel. Keep at them and document everything. Write letters to whom ever you need to and follow up if they don't acknowledge your issue within a reasonable amount of time. Make sure once you settle everything you Name and Shame the bastards. Good luck with everything.

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Posted · Report post

 

Wow ,  that's not good.  I would send a copy of what you typed here to Fair Trading and have the incident logged. Even if they resolve the issue with you , if they don't satisfy you then you then for a small fee you can take the matter further to a tribunal hearing. The dealer once you have logged the complaint with FT will get your problem soughted yesterday.   You'll have an official record. If Fair Trading receive more complaints they will do something.  You may have to jump through some hoops to get this done .  

Fair trading are really very helpful and know their stuff.

I did this with Qantas and beat them, took me about 2 years.  For the record Qantas are complete arse holes when it comes to customer service.

 

Thanks Pez,

I talked to Fair Trading yesterday and I am going to lodge an application with the help of fair trading. This is so frustrating. I know they can be good help but I am a little worried the dealer wouldn't give a crap.....

Thanks for your advice mate!

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Posted · Report post

 

Get a quote for the damage, make a list of everything you think they're responsible for, as well as noting what youve done to try and resolve the issue, and apply to have it put in front of your local Small Claims Court. Let a Magistrate take care of it.

Oatesy.

 

Thanks Oatesy, What is this smaill claims court? Don't think I have heard of this..... would it cost any fee?

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Mate that's disgraceful practice. Hang in there and don't let them get away with it. You'll get angry and frustrated but don't give up. It will take longer than you think to resolve but there will be satisfaction at the end of the tunnel. Keep at them and document everything. Write letters to whom ever you need to and follow up if they don't acknowledge your issue within a reasonable amount of time.Make sure once you settle everything you Name and Shame the bastards.Good luck with everything.

 

Thanks Ja9. I am bit worried about if there would be any legal issues if I was to upload the footage..... but I will if they don't do anything about it...

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I'm so pissed off after reading your story mate..burns me to the bone!!!

Wish the best of luck.. Hope it all turns around for you.

 

Thanks MAte!!

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Posted · Report post

Lodge your complaint and be very specific with the out come that you want . FT will talk to the dealer about your issue and ask them to respond. This will hopefully fix it all up, if not then you can elect to take it to a hearing.

By now you probably know all this, so keep us updated.

Good luck.

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Hi, i work for a Dealership ( Not a Nissan ) as a sales consultant. If your not getting a respectable response from management you have a couple of options here to really get back at the dealership.
1. Talk to your states Fair Trade Authority, although this can be a very long process and what might happen is the dealership will hold out until the day before the court day then just fold. You get what you want but it can take MONTHS!!!
2. Find out what group the dealership is apart of and contact their head office, even dealer principles have some one to answer too.
3. Call Nissan head office, they will be one of your biggest allies. Car manufacturers are more on the customers side than the dealership.

If something like that happened at my dealership there would be a couple of jobs up on Seek.com.

Hope this helps.    

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Posted · Report post

I had an unpleasant experience with a Holden I bought some time ago and didn't get any satisfaction from the dealership until I wrote a letter to head office in Victoria.

Have you thought about A Current Affair/ Today Tonight. I'm sure with the video you have they'll be interested. I'd be telling the dealer principal what my intentions are (in writing) and giving them a date to respond. After that it's not your responsibility how bad they come across on TV.

They deserve every negative comment they get.

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