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:

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.

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!

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.

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.

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.

Nissan Call # 15 ticket number 713-XXXX

This call was not one of my more shining moments.  In fact, I become so enraged that I was actually foaming at the mouth.  This may be the angriest that I have been in my entire lifetime.  In 33 (nearly 34) years, I have NEVER been so angry that I foamed at the mouth.  At one point, it was actually difficult to talk there was so much.

As a result, I don't remember too much of this conversation.  I only remember the point at which I completely lost it.

I received a phone call @ 6:19pm.

The call lasted 42min:59sec.

Representative:  Lindsay Stevens  877-664-2738 option 4 then ext. 457271

Lindsay was asked to take on my file from Rebecca as a point of escalation.  She had also spoken with Helena about the file.

At the very beginning of this conversation, Lindsay stated that after reviewing the file Nissan didn't feel that it had an obligation to help me out.  And then she started talking... I honestly have no recollection of what she said next because this is the point where I totally lost it.  I kept trying to interrupt her because she made the statement that because I had the catalytic converters replaced by non-Nissan mechanic and they failed that they would not replace the engine.  I kept trying to interrupt over and over again, but she just kept talking and was completely un-phased by my speaking.

I was like SHE HAS ME ON MUTE!!

I was on my cell phone (a droid) which has a touch screen.  At some point my face (which was VERY warm) must've activated the mute button on the touch screen.  It was ME who muted ME, not her.   So, it took me a few minutes to regroup.  I took myself off of mute and said, can I interrupt?

And then I started shouting about how it's been 5 weeks, those catalytic converters were replaced in an attempt to try to fix the ones that were original to the car and had broken up and shot into the engine.  That the converters currently on the car had only 100 miles on them and that the car was already messed up before they were put on. That THESE converters WERE NOT YET RUINED!! (Unless of course the 1/2 tank of gas and 2qts of oil that the engine blew through them ruined them.) And how could they not stand behind their products.  This problem was a result of their faulty design and particles from the broken up pre-cats were breaking up and blowing back into the engine causing damage to the piston rings, poor compression, and oil consumption and subsequently a blown engine.  I yelled about  how I could send them pages and pages and pages of HUNDREDS of complaints all classically illustrating the problems that I have had with this car and that they DO IN FACT replace engines that are out of warranty and past 80,000 miles.  I went on like this for awhile.  I told them about this blog, and that if they did not do something to remedy the issue with my car that I WOULD NEVER buy another Nissan again and that I would tell everyone I ever saw to never buy a Nissan.  I told them I contacted the NTSB and filed a complaint because I could have been severely injured when my car stopped operating suddenly.  I told them I would contact my local news, the attorney general, and post on every public forum that I could find about my experience.

At some point she said something that I interpreted as "I work with the Nissan Lease department".  And  I was like if you don't fix this, you can forget me leasing anything!!!!

But what she was trying to say, which became clear later when I was able to hear again was that she normally works with the Nissan LEAF customers. So, she was trying to tell me that she wasn't as familiar with this issue as she could be.

Then she told me that she would be in the office tomorrow and would do some more research on my case.  That she would like to escalate it and that she sees that Rebecca had a note in the file that she attempted to contact the Regional Operations Manager, but that there was no note that he ever got back toher.

So, I was like, "Wait.  At the beginning of this call, you told me Nissan wasn't willing to help with this case.  But now you're telling me there was never any answer given by the regional operations manager.??"

So, she said that based on the information she had at that time that they would be denying the claim.  But more information came to light during our phone conversation and with my permission she would like to take over my file and escalate it.  OBVIOUSLY, I agreed.  And I recognize that these representatives have almost CERTAINLY taken ASLAN training because we had to take it at work.  And I kind of resented the fact that she was able to charm me like a snake... part of it was that I felt a little guilty for flipping out... and the other part is that she is actually quite excellent at what she does.  Kudos to her.  I was really crabby. Dare I say, I was a downright foaming at the mouth bitch?

We agreed that I would pull the paperwork that I could find together and I would scan and email it to her on Monday.  And she promised that she would call me on Monday. She offered to call tomorrow, but I'm going to be Spinning Babies at a doula training and likely she wouldn't know much before then anyway.


I also started to cry.  I explained that I just paid off this car.  That I purchased a larger car with the expectation that I would have this car when I started my family.  I am standing on the precipice of doing just that and this car is dead.  I recently had to withdraw 401k funds to pay down debt and that I was not in a position to be buying another car.  I also should not HAVE to be buying another yet!  How can they do this to people when Nissan knows that this is a problem.

I then pointed out that there was a recall on the car.  Her records show that my car has no recalls on that VIN.  I said, but CLEARLY if my car is having this problem, Nissan obviously has not isolated all of the cars with the problem! 



She tried politely to interrupt and I really couldn't be stopped.  I absolutely flipped my lid.

I did eventually get a grip.

We clarified some things in the file -- particularly the fact that it was the OTHER ORIGINAL converters that were the problem, not the new OEM purchased from the dealer - newly installed by my local mechanic converters.

She asked if I sent any further documentation to Rebecca about my case. I asked what she was looking for.  I hadn't sent anything.  Basically they are looking for receipts and things for repairs showing I was trying to fix the problem and to document when it started since my work was never done at the dealer.

She was going to give me a fax number, but I requested email since it's easier for me to scan and email them.  I promised her that I would NOT give out her email address.  So, I'm not posting it here, but I do have it.  Apparently, they are not allowed to correspond externally via email, so she will not be able to send me information or case updates that way anyway.  She said that there are only 5 people in her group and that she will be easy to reach.

I was able to find some paperwork, there is probably more in the glovebox of the car, but it is has been hanging out with the other lemons at the Nissan dealership for the last 5 weeks, so I can't exactly check.

Here's what I've found so far:

I know that I first started having problems in September 9, 2008.  The key will be to see if I can find that paperwork.

However, I have the following:

April 28, 2009
Mileage: 67,216
Car had been driving very hard and stalled once.  But when I drove it would shudder and shake like crazy.  Service Engine Light Came on

Replace oil and Filter
Cylinder #2 Misfire - Diagnosed and Replaced coil
Cleaned Spark plugs
K-100 Fuel Additive

Rear Shocks Replaced

The car seemed better when I picked it up, but the next day the service engine light came on briefly, but then went out again.  The car wasn't running as hard as it had been when I first brought it for service.  However, the problem was never truly fixed.  And thus began the trial and error of trying to figure out what the light and codes meant.

June 18, 2010

Mileage from the gas fill up closest to this date:

Purchased OEM parts spark plugs and brake pads.

Replaced spark plugs myself and had the brake pads installed at local mechanic.

July 1, 2010
mileage: 83,189
Change oil, filter, check all fluids, and tire pressure
check for codes:  cylinder 1 misfire
Replace front and rear disc brakes pads and rotors, clean and lube all caliper pins and slides


March 29, 2011 (car picked up on this day, car died on 3/24/11)
mileage: 92,051

check car, will not run
replace crank position sensor and reset computer

replace upstream catalytic converter
replace downstream catalytic converter
change oil and filter, check all fluids, and tire pressure

I'll report back as I find more receipts.

Nissan Call # 14 ticket number 713-XXXX

800-343-6913

call length: 02min:41sec
Representative:  John

Me:  May I speak with Helena right now?

John:  Do you have a file number or extension?

Me: I don't have the extension, but I have a file number 713-xxxx

John:  Just a moment and I'll see if I can locate her.  **puts me on hold**
**back on line** I'm sorry, Helena is in a meeting.  Can I have her give you a call back?

Me:  Yes, please let her know I would appreciate a call back tonight.

John: Will do.

Me: Thanks.

Nissan Call # 13 ticket number 713-XXXX

Are you kidding me!?!?  I am so heated right now.

1-800-343-6913
Spoke with representative Jeanine - call time 6min:49sec
No significant hold time today.  I was put on hold once while Jeanine conferred with another rep about how they were to handle Rebecca's cases.

She took my file number and looked at the case.  She saw that Rebecca is still awaiting information.  However, Rebecca is unavailable today because she is in training for a new job IN ANOTHER DEPARTMENT.

Me: I spoke to Rebecca last week and she told me that she was hoping to have an answer by Tuesday of this week.  She never mentioned to me that she was changing jobs!

Jeanine: Well, there were 4 or 5 representatives that were pulled about a half a day before it was to happen and they were notified that they would be training for positions in different departments.  So, she didn't know about it until it was happening.

Me: I've left 2 messages this week and no one has gotten back to me.

Jeanine: Well what we have been doing for Rebecca's calls is taking the information and forwarding it to her supervisor.  It is also my understanding that anything that Rebecca has received has also been forwarded by her to the supervisor. 

Me:  What is the supervisor's name?

Jeanine:  Helena

Me:  What is her extension please?

Jeanine:  She doesn't really have one.

Me:  She has NO extension?

Jeanine: Well, we don't really give them out.  We have the supervisors call the customer's back.  We're not really allowed to give them out.

Me: I see.  I haven't heard from Helena and I've left two voice mail messages for Rebecca.  There has been no update to my file this week.  I have been told several times already that Nissan would have an answer on a certain day and it hasn't happened.  You have had my file for FIVE WEEKS.  I have been trying to be patient and understanding because I would like for you to rule in my favor, but I am really starting to lose my patience.  I have TWO jobs -- one of which is a birth doula -- which means I need to make it to a birth ON TIME.  Do you have any idea how difficult it is to borrow a car for two jobs? I can't afford to get a rental.  If you were even helping me with a rental, I'd be able to be even more patient. I can't afford a rental at $300.00 a week!  And now after all of this time, it sounds like no one is even working on my file!

Jeanine:  I totally understand where you're coming from. I can assure you that progress won't be lost -- there are 8 pages of notes in your file. What I can do is take your information and send an email to Helena and ask her to contact you before the end of business tomorrow.

Me:  Isn't tomorrow Saturday?  Is she working tomorrow??

Jeanine: Oh, I apologize, you're right. 

Me:  I've already left multiple messages and no one has returned my call yet.

Jeanine:  Well, Helena may be working a bit later this evening.  I can send her a message and try to find her on the floor and ask that she call you back tonight.

Me:  That would be great. I just really need to get resolution on this soon. 

Jeanine: I understand m'am.  I will send her a message asking her to give you a call back.

Me:  I have been paying car insurance for 5 weeks on a car that I cannot drive. The CAR DOES NOT MOVE.  I have had NO CAR for 5 WEEKS!  I'm really getting anxious about this.

Jeanine: I'll send Helena a message right now.



I am POSITIVELY FUMING right now.  In fact, I'm calling back and insisting on talking to Helena now.

Nissan Call # 12 ticket number 713-XXXX

1-800-343-6913

Hold time: 7min:08sec

Total call time: 9min:02sec


This representative transferred me directly to Rebecca's voice mail once I stated I had already left a message.  I asked her to please follow up with an internal message to have Rebecca call me.

I left another voice mail asking Rebecca to call me back.

Nissan Call # 11 ticket number 713-XXXX

Called into the call center 800-343-6913

I should note that while the representatives give you an extension to reach them, you are required to sit on hold until someone else picks up the phone.  There is no way to enter the extension so that you can simply leave a voice mail for your regional representative.

This morning, I was on the phone for a total of 32min:05 seconds.  I was on hold for approximately 28 minutes. Unacceptable!!!!

I did not catch the representative's name since I was walking into work and it was very windy.  However, she looked in the file and saw that Rebecca was my representative and that she was waiting for additional information.  She offered to send Rebecca an internal message to call me since Rebecca was in a meeting.  She also transferred me to Rebecca's voicemail where I left yet another message.

This was my breaking point.  I decided after 11 phone calls, and now nearly 5 weeks of playing with Nissan of North America, that I would publish all of the blog posts that I've been holding.  Today was the "go live" date.

I didn't mention this before, but in addition to being a doula, I also have a 40 hr a week job.  I have been having to find rides and borrow cars to get to work and to births.  Since, this all started, I have had two VERY LONG (over 24 hours) births.  The people allowing me to use their vehicles do this and they have NO IDEA how long they will be without their own cars.  I am very lucky they are in my life, but their patience is wearing thin. It shouldn't have to be like this.  I'm starting to think that perhaps I shouldn't have been so smug.. and that perhaps I should've bought that Camry.  At least they always run... (even they don't always stop. <ahem>)

I JUST paid this Altima off.  I have had it for 4.5 years and for roughly 55k miles. I paid $17,000.00 for this thing. IT. SHOULD. NOT.YET.BE.DEAD.

If Nissan doesn't make this right, I will NEVER BUY ANOTHER ONE AGAIN.  And I will tell EVERYONE that I know, to never buy a Nissan.

Btw, we recently called about a recall on the 2003 Maxima in our household -- this was for the crank position sensor recall.  The VIN falls smack in the middle of the recall and yet Nissan claims the car isn't included in it.  I think I've heard this story before...