Terrible Service Experience from Nissan Melrose

• My Qashqai was taken in for a service on the 2nd of July. My service manager was Hennie from Melrose. I received a call at 12:29 stating that there was a problem with the car and an issue with the gasket. This was not explained to me and I had to call back for further clarification. At this stage I was told that I could not get the car back and that the part had to be ordered and would only be delivered on the Wednesday (3rd July) and fitted on the Thursday (4 July). Bear in mind that this was an inconvenience to me as I had no car during this time • On the 4th of July, I got a call saying that the car was ready, but that the part was not there. I was advised that I could drive my car as bolts had been tightened and it was safe to drive. The part would arrive at Melrose within 5/6 days and that I would be called regarding when I could bring my car back • I received a call from Dudu on the 10th of July asking for feedback, which I provided. I had not been called about the part. A few minutes later I get a call from Hennie advising that the part has arrived and that I can bring the car in for it to get replaced • I booked the car in for the 15th of July as I was advised that this would only take 1 day to fit • On the 15th, my husband got a call (as I refuse to deal with Nissan and the service manager anymore) around 14:00 saying that the car would not be ready as it was a bigger job than they thought. Again, I had no car and no car could be given to me from Melrose • On the 16th of July, my husband was advised that the turbo on the car was gone and that this would need to be replaced. I appreciate that the turbo is covered under the warranty. What I do not appreciate is that we don’t get any feedback from Nissan, we have to constantly make calls and I have no idea when I am going to get my car back. I have a sick mother in hospital and I cannot do this as I don’t have a car.

I have found this entire experience with Melrose Nissan extremely frustrating as I have not had the necessary communication. The service manager has also been frustrating to me and I refuse to deal with somebody that does not provide me with any feedback or clear and concise feedback to me explaining what is wrong to me in a way that makes sense and that I can understand.

My service experience up to this point has been good at Melrose Nissan, but this has just made me so miserable.

To date, I still don’t have feedback on my car. Again, my husband had to call the dealership today as we have had no feedback from the dealership. He spoke to the service manager and was advised that the part that we need for the car is on back order from Japan. I have been without a car for this whole week and the weekend is coming up and I still don’t have a car to get around and do all the things that I need to do. I still have not had any feedback from Hennie on this matter and they were under the impression that I would have received a call from Nissan South Africa – which also has not happened.