After much navel gazing, I have opted to replace the engine in my car. I really do not want to take on a car payment right now.
Here is the old one:
Friday, May 13, 2011
Out with the Old....
After much navel gazing, I have opted to replace the engine in my car. I really do not want to take on a car payment right now.
Here is the old one:
Wednesday, May 11, 2011
Nissan Call # 21 ticket number 713-XXXX
May 11, 2011
Elizabeth Dimick called at 11:49am
call length: 21min:15seconds
615-725-1000 (caller ID)
615-725-7559 (Elizabeth Dimick's Direct Line)
After making me jump through hoops for 7 weeks & making me find VIN numbers to the 5 Nissan cars my family has owned, Elizabeth Dimick called to let me know that they would not help me.
I asked to speak with her manager and she said that there was no one else for me to speak with. I said, "There is NO ONE else that I can talk to? I find that very difficult to believe."
"I'm sorry you feel that way ma'am."
"I said, you have no manager?"
"No, ma'am."
"I want your job! This makes absolutely no sense, who do you call when you need to call out sick?"
"I don't think that is any of your business. I do not need to explain myself to you. They do not work for this company and have no bearing on the decision of your claim."
"Really. I would like to escalate this further."
"As I already TOLD YOU, there is no one else. I work for the CEO."
"Well, then I would like to speak to him."
"You can't. He doesn't talk to customers. The only thing you can do is write a letter to him."
"I would like to speak with the CEO, please."
"I don't know where he is, he travels a lot."
"You work for the CEO and you have no idea where he is?"
"No. The only thing you can do is write a letter. Would you like the address."
"I would like to speak to someone else above you."
"There is no one else."
"Well, then if there is no one else, then surely you have the ability to help me. You told me that the region said no, so, why, then wouldn't you back your product and try to retain an loyal customer if you have the power to do so?"
"It is the region's decision."
"That makes no sense, if you're as high as I get, then clearly you have more authority than they do. If that's not the case, then I haven't been escalated at all."
"It's a mutual respect thing. We discussed it and I am not going to go over their head with a different decision."
"Then what is the point of this escalation process then?"
"You didn't have your car serviced at a Nissan dealership. We are not going ot assist you with your claim. Your mechanic should have told you the engine was dead before you replaced the catalytic converters."
"I said, the engine was dead regardless! Whether or not I replaced the catalytic converters does not change the fact that your defective design and parts ruined this engine! The car is dead either way!"
"You never brought your vehicle to Nissan for service. Did you ever contact them about this problem?"
"Yes! I called the local dealer 2.5 years ago and asked about my car and the recall and technical service bulletin for the problem with the catalytic converters and the crank position sensor. I was told that my car had no recalls issued against it. Clearly Nissan has failed to identify all of the vehicles affected in this recall."
"Well, they are an independent dealer. You should have contacted Nissan North America directly."
"So let me get this straight, if I had brought the car to NIssan - the independently owned Nissan dealership -- for service, your answer regarding this claim may be different. But I contact them about a recall and NOW YOU'RE TELLING ME THAT wasn't good enough? So, you don't stand behind your dealerships either?!?"
"Please don't put words in my mouth."
"Please stop lying to me and changing your story. You just told me that calling the dealership regarding a recall was not reliable."
"You should have brought your vehicle in for service at Nissan. You did not do that. I'm sorry you do not like my answer. The decision stands."
"I would like to speak to your manager and escalate this further."
"The decision stands. Would you like the address to write a letter."
"I will take it."
"Carlos Ghosn
Consumer Affairs P-3c
Po Box 685003
Franklin, TN 37068-5003"
"I would like to speak with him now."
"I already told you, that you can't."
"I would like to escalate this claim."
"Maybe you're not understanding me. I will tell you one more time that the decision stands. There is no one else for you to speak with."
"I understand what you're saying, I'm not an idiot. YOU don't seem to get what I'm saying at all. This is a drop in the bucket financially for Nissan. The effects that this repair will have on my finances are catastrophic. It is UNBELIEVABLE to me that you care so little about my loyalty as a customer and my future purchases. Let it be known, this is THE LAST NISSAN I WILL EVER PURCHASE. I will tell everyone on my blog, my facebook page, the facebook group, all of the message boards, and everyone I know and will ever know, to NEVER BUY A NISSAN. I'm absolutely flabbergasted. I cannot believe I spent so much money on a brand that cares so little about their customer base. Unreal. Goodbye." **click**
So, if anyone would like to call Elizabeth and let her know that you will not be purchasing a Nissan as a result of my experience with Nissan. Please feel free! :-)
I plan to draft a letter, but will also send it via email. Once I figure out the correct email addresses, I will post them here. Please feel freel, also to write a letter, to the address above and let them know how you will not be purchasing a Nissan. Feel free to personal message me for my file number if you'd like to share it.
2003AltimaBlownEngine@gmail.com
Please note that I have paraphrased this call to the best of my ability. As I didn't have it recorded, I could not repeat word for word. This is my opinion of the general tone and content of this conversation.
Elizabeth Dimick called at 11:49am
call length: 21min:15seconds
615-725-1000 (caller ID)
615-725-7559 (Elizabeth Dimick's Direct Line)
After making me jump through hoops for 7 weeks & making me find VIN numbers to the 5 Nissan cars my family has owned, Elizabeth Dimick called to let me know that they would not help me.
I asked to speak with her manager and she said that there was no one else for me to speak with. I said, "There is NO ONE else that I can talk to? I find that very difficult to believe."
"I'm sorry you feel that way ma'am."
"I said, you have no manager?"
"No, ma'am."
"I want your job! This makes absolutely no sense, who do you call when you need to call out sick?"
"I don't think that is any of your business. I do not need to explain myself to you. They do not work for this company and have no bearing on the decision of your claim."
"Really. I would like to escalate this further."
"As I already TOLD YOU, there is no one else. I work for the CEO."
"Well, then I would like to speak to him."
"You can't. He doesn't talk to customers. The only thing you can do is write a letter to him."
"I would like to speak with the CEO, please."
"I don't know where he is, he travels a lot."
"You work for the CEO and you have no idea where he is?"
"No. The only thing you can do is write a letter. Would you like the address."
"I would like to speak to someone else above you."
"There is no one else."
"Well, then if there is no one else, then surely you have the ability to help me. You told me that the region said no, so, why, then wouldn't you back your product and try to retain an loyal customer if you have the power to do so?"
"It is the region's decision."
"That makes no sense, if you're as high as I get, then clearly you have more authority than they do. If that's not the case, then I haven't been escalated at all."
"It's a mutual respect thing. We discussed it and I am not going to go over their head with a different decision."
"Then what is the point of this escalation process then?"
"You didn't have your car serviced at a Nissan dealership. We are not going ot assist you with your claim. Your mechanic should have told you the engine was dead before you replaced the catalytic converters."
"I said, the engine was dead regardless! Whether or not I replaced the catalytic converters does not change the fact that your defective design and parts ruined this engine! The car is dead either way!"
"You never brought your vehicle to Nissan for service. Did you ever contact them about this problem?"
"Yes! I called the local dealer 2.5 years ago and asked about my car and the recall and technical service bulletin for the problem with the catalytic converters and the crank position sensor. I was told that my car had no recalls issued against it. Clearly Nissan has failed to identify all of the vehicles affected in this recall."
"Well, they are an independent dealer. You should have contacted Nissan North America directly."
"So let me get this straight, if I had brought the car to NIssan - the independently owned Nissan dealership -- for service, your answer regarding this claim may be different. But I contact them about a recall and NOW YOU'RE TELLING ME THAT wasn't good enough? So, you don't stand behind your dealerships either?!?"
"Please don't put words in my mouth."
"Please stop lying to me and changing your story. You just told me that calling the dealership regarding a recall was not reliable."
"You should have brought your vehicle in for service at Nissan. You did not do that. I'm sorry you do not like my answer. The decision stands."
"I would like to speak to your manager and escalate this further."
"The decision stands. Would you like the address to write a letter."
"I will take it."
"Carlos Ghosn
Consumer Affairs P-3c
Po Box 685003
Franklin, TN 37068-5003"
"I would like to speak with him now."
"I already told you, that you can't."
"I would like to escalate this claim."
"Maybe you're not understanding me. I will tell you one more time that the decision stands. There is no one else for you to speak with."
"I understand what you're saying, I'm not an idiot. YOU don't seem to get what I'm saying at all. This is a drop in the bucket financially for Nissan. The effects that this repair will have on my finances are catastrophic. It is UNBELIEVABLE to me that you care so little about my loyalty as a customer and my future purchases. Let it be known, this is THE LAST NISSAN I WILL EVER PURCHASE. I will tell everyone on my blog, my facebook page, the facebook group, all of the message boards, and everyone I know and will ever know, to NEVER BUY A NISSAN. I'm absolutely flabbergasted. I cannot believe I spent so much money on a brand that cares so little about their customer base. Unreal. Goodbye." **click**
So, if anyone would like to call Elizabeth and let her know that you will not be purchasing a Nissan as a result of my experience with Nissan. Please feel free! :-)
I plan to draft a letter, but will also send it via email. Once I figure out the correct email addresses, I will post them here. Please feel freel, also to write a letter, to the address above and let them know how you will not be purchasing a Nissan. Feel free to personal message me for my file number if you'd like to share it.
2003AltimaBlownEngine@gmail.com
Please note that I have paraphrased this call to the best of my ability. As I didn't have it recorded, I could not repeat word for word. This is my opinion of the general tone and content of this conversation.
Nissan Calls #19 & #20 ticket number 713-xxxx
May 11, 2011
Elizabeth Dimick called at 9:54am
call length: 05min:31seconds
615-725-1000 (caller ID)
615-725-7559 (Elizabet Dimick's Direct Line)
Elizabeth Dimick called to let me know that they would not be able to help me on the basis of warranty or mileage since my car was out of warranty and beyond 60,000 miles. However, they were considering a good will case since I stated previously that my family has had a total of 5 Nissan Cars.
Much to my astonishment, she requested the VIN numbers of those vehicles!!! I have to prove my love!?!?!?!??! SERIOUSLY? What kind of customer service is that? How does THAT build customer confidence or respect. I said I don't have those vehicles any longer, so I don't know that I have that information. She recommended that I call my insurance company to get the information, that they would probably have it on file. (ARE YOU FOR FUCKING SERIOUS?!?!?!?! )
But seeing as this was apparently my only hope, off I went to call the insurance companies to get the VIN numbers from the Nissan vehicles that we've owned.
1992 Nissan Sentra - private party sale
1992 Ininity Q45 - pre-owned purchase through dealer
1998 Nissan Sentra - pre-owned purchased through dealer
2003 Nissan Altima - (lemon in question) pre-owned through dealer
2003 Nissan Maxima - purchased NEW from dealer - btw, this car has a cam shaft sensor recall, but this car in particular doesn't fall within the recall. allegedly.
I provided all of the VIN numbers to the cars listed above in call # 20 where I left a voice mail on 5-11-2011 at 10:13am call length 02min:39seconds!
Elizabeth Dimick called at 9:54am
call length: 05min:31seconds
615-725-1000 (caller ID)
615-725-7559 (Elizabet Dimick's Direct Line)
Elizabeth Dimick called to let me know that they would not be able to help me on the basis of warranty or mileage since my car was out of warranty and beyond 60,000 miles. However, they were considering a good will case since I stated previously that my family has had a total of 5 Nissan Cars.
Much to my astonishment, she requested the VIN numbers of those vehicles!!! I have to prove my love!?!?!?!??! SERIOUSLY? What kind of customer service is that? How does THAT build customer confidence or respect. I said I don't have those vehicles any longer, so I don't know that I have that information. She recommended that I call my insurance company to get the information, that they would probably have it on file. (ARE YOU FOR FUCKING SERIOUS?!?!?!?! )
But seeing as this was apparently my only hope, off I went to call the insurance companies to get the VIN numbers from the Nissan vehicles that we've owned.
1992 Nissan Sentra - private party sale
1992 Ininity Q45 - pre-owned purchase through dealer
1998 Nissan Sentra - pre-owned purchased through dealer
2003 Nissan Altima - (lemon in question) pre-owned through dealer
2003 Nissan Maxima - purchased NEW from dealer - btw, this car has a cam shaft sensor recall, but this car in particular doesn't fall within the recall. allegedly.
I provided all of the VIN numbers to the cars listed above in call # 20 where I left a voice mail on 5-11-2011 at 10:13am call length 02min:39seconds!
Nissan Call # 18 ticket number 713-XXXX
May 9, 2011
4:48PM 1min:46seconds
615-725-1000 (caller ID)
615-725-7459 (call back number direct line!!!)
Elizabeth Dimick, Executive Specialist
Elizabeth contacted me this evening to let me know that she would be handling my file. However, she had not yet reviewed the file, but simply wanted to introduce herself. She would be out of the office on Tuesday, but would be contacting me on Wednesday after she had time to look over the case.
I thanked her for letting me know and told her that I looked forward to speaking with her on Wednesday.
4:48PM 1min:46seconds
615-725-1000 (caller ID)
615-725-7459 (call back number direct line!!!)
Elizabeth Dimick, Executive Specialist
Elizabeth contacted me this evening to let me know that she would be handling my file. However, she had not yet reviewed the file, but simply wanted to introduce herself. She would be out of the office on Tuesday, but would be contacting me on Wednesday after she had time to look over the case.
I thanked her for letting me know and told her that I looked forward to speaking with her on Wednesday.
Nissan Call # 17 ticket number 713-XXXX
The elusive Helena from Call #15 makes her debut.
May 4th, 2011 10:12AM
Call time 10min:04seconds
The phone number received on my cell phone caller ID was 440-988-1148
If I needed to reach Helena, I should dial 800-343-6913, but she refused to give an extension. She said that I could give the representative that answered my name and state that I had already spoken with Helena so that she would move me higher on "her list". She doesn't take calls from customers when they call, she calls them back at her convenience. Nice.
So, I answer and she explains that she received a message that I requested a phone call regarding an escalation. She is the supervisor.
She then says, "What can I help you with today?"
I wanted to respond, "You're calling me, don't you have any information?" But I didn't.
I said, "I assume you're calling about my file 713-XXXX?"
"Yes."
"Do you have any further updates regarding my claim?"
"No. The region has determined that they will not be offering assistance at this time."
"So, where do we go from here?"
"I can escalate this for you further."
"Please do that. I really cannot believe that I have been without my vehicle for 6 weeks. This is unbelievable. I can't believe that it has taken this long to get no where."
"I'm sorry you feel that way ma'am. I will escalate your claim -- you should hear from someone soon."
"It would not take very much money for Nissan to make this right. It's pocket change from Nissan's perspective. I cannot believe that all of this time has passed and Nissan has done nothing to fix these issues. It has knowingly continued to sell a vehicle with a flawed design and never corrected the problem. 2002 through 2006 -- and no fix was never put into place and they STILL have not corrected the problem!!!! The amount of money that it will cost me to do repair this vehicle is catastrophic to my finances. And Nissan doesn't care or stand behind their product. It is apparent to me that you do not value your customers or their future business. If Nissan doesn't make this right, I will NEVER purchase another Nissan again."
"I understand ma'am."
I went on and on for quite awhile... she vaguely humored me, but showed no real compassion or empathy. I pictured her making hand motions like this:
Onward.
May 4th, 2011 10:12AM
Call time 10min:04seconds
The phone number received on my cell phone caller ID was 440-988-1148
If I needed to reach Helena, I should dial 800-343-6913, but she refused to give an extension. She said that I could give the representative that answered my name and state that I had already spoken with Helena so that she would move me higher on "her list". She doesn't take calls from customers when they call, she calls them back at her convenience. Nice.
So, I answer and she explains that she received a message that I requested a phone call regarding an escalation. She is the supervisor.
She then says, "What can I help you with today?"
I wanted to respond, "You're calling me, don't you have any information?" But I didn't.
I said, "I assume you're calling about my file 713-XXXX?"
"Yes."
"Do you have any further updates regarding my claim?"
"No. The region has determined that they will not be offering assistance at this time."
"So, where do we go from here?"
"I can escalate this for you further."
"Please do that. I really cannot believe that I have been without my vehicle for 6 weeks. This is unbelievable. I can't believe that it has taken this long to get no where."
"I'm sorry you feel that way ma'am. I will escalate your claim -- you should hear from someone soon."
"It would not take very much money for Nissan to make this right. It's pocket change from Nissan's perspective. I cannot believe that all of this time has passed and Nissan has done nothing to fix these issues. It has knowingly continued to sell a vehicle with a flawed design and never corrected the problem. 2002 through 2006 -- and no fix was never put into place and they STILL have not corrected the problem!!!! The amount of money that it will cost me to do repair this vehicle is catastrophic to my finances. And Nissan doesn't care or stand behind their product. It is apparent to me that you do not value your customers or their future business. If Nissan doesn't make this right, I will NEVER purchase another Nissan again."
"I understand ma'am."
I went on and on for quite awhile... she vaguely humored me, but showed no real compassion or empathy. I pictured her making hand motions like this:
Onward.
Nissan Call # 16 ticket number 713-XXXX
On May 2, 2011 1:01pm, I missed a phone call from Lindsay Stevens of the Nissan Leaf group. I returned that call at 1:25pm. (Still no idea why they put her on this case.)
877-664-2738 option 4 ext. 457271
I neglected to capture the total call time on this one.
Lindsay stated that unfortunately, she was calling with bad news. After speaking with the service manager at the dealership and with the regional manager, they decided that they could not offer assistance at this time. They admitted that while my car was well cared for (confirmed by the manager at Nissan according to Lindsay), beacuse I never had any work done by Nissan they would not honor my claim or offer any goodwill support.
I requested that my claim be escalated.
She agreed to do this and I said I could expect a call in 48 hours.
Lindsay also stated that if I should decide at any point to contact a lawyer, that they will no longer be able to speak with me directly. At that point all correspondence would need to be done through my lawyer.
877-664-2738 option 4 ext. 457271
I neglected to capture the total call time on this one.
Lindsay stated that unfortunately, she was calling with bad news. After speaking with the service manager at the dealership and with the regional manager, they decided that they could not offer assistance at this time. They admitted that while my car was well cared for (confirmed by the manager at Nissan according to Lindsay), beacuse I never had any work done by Nissan they would not honor my claim or offer any goodwill support.
I requested that my claim be escalated.
She agreed to do this and I said I could expect a call in 48 hours.
Lindsay also stated that if I should decide at any point to contact a lawyer, that they will no longer be able to speak with me directly. At that point all correspondence would need to be done through my lawyer.
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