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.
Showing posts with label 2005. Show all posts
Showing posts with label 2005. Show all posts
Wednesday, May 11, 2011
Friday, April 29, 2011
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.
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.
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.
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