Disappointing Service From Nissan Stellenbosch

<p>It is with a heavy heart that I have to write this review, with my experience at Nissan Group dealers that was and still is a very disappointing experience for me.</p> <p>I was a student in Potchefstroom, the North West province, and as a twenty two (22) year old female student my safety is very important to me. I knew I needed a dependable motor vehicle to drive long distances to and from my destinations and I trusted Nissan to be the best service provider for me. I am still currently studying in the Western Cape now and is still driving, female alone, on long distances between my destinations.</p> <p>On recommendation of my guardians I bought a Nissan Juke on the 22nd of October 2015 from NTT Nissan Potchefstroom in the North West Province.</p> <p>I am currently residing in Cape Town and went for my first service for my motor vehicle to Nissan Group 1 in Stellenbosch.</p> <p>A few days after my first service for my motor vehicle I heard a sound that I have never heard before while I was driving. At that stage of my life Williams Simpsons Nissan motor vechile dealers in Bergvliet was the nearest Nissan motor vehicle dealership close to me from where I was residing.</p> <p>The service department attended me by listening to the sound I was hearing and haven't found any problem/s and then showed me the Nissan Qashqai and said that the sound that was concerning me and probably hearing was normal.</p> <p>Every now and then I found it difficult to put my motor vehicle into gear and had experienced my first biggest problem on the road from Cape Town to Potchefstroom via Kathu and the same route back to Cape Town. On the 24th of October 2016, on my way to Cape Town I then experienced the same problems again but this time only bigger. My motor vehicle's maximum speed was 110km/h, then the gear dropped and the refs just picked up. My speed control did lock on the 110km/h but my clutch was definitely starting to give me bigger problems during my journey to Cape Town and raised my fears and concerns about having motor vehicle problems on the the road, female alone. The road from Kathu to Cape Town is very quite and the distances between town to town is very far which makes it very unsafe for a woman to drive alone with motor vehicle concerns and problems.</p> <p>At that stage of my journey I was feeling unsafe in my motor vehicle and with my arrival in Cape Town I contacted Nissan Stellenbosch to make an appointment for me for them to look at my motor vehicle. I also have shared my experience that I have had experienced on the road with them on the telephone.</p> <p>On the day before I had to take my car in for the appointment at Nissan Stellenbosch Group 1 my friend, Abrie and I, experienced the exact same problem again on the N1. Abrie attended me to help me through the whole process to get my motor vehicle in Stellenbosch and to explain what happened and what we had experienced before he had to go back to Kathu, in the Northern Cape, again.</p> <p>On the 27th of October 2016, I took my motor vehicle to Group 1 Nissan Stellenbosch, which a service officer attended me with taking my motor vehicle key's and listening to my experiences with my motor vehicle. I was upset about the way he had dealt with the situation and therefore I am sad to report that I experienced the service at Group1 Nissan Stellenbosch as unfriendly and unhelpful.</p> <p>I felt like that he wasn't really listening to me and not taking in anything that I am saying except that something was wrong with my clutch. He then just took my motor vehicle keys and just said that they will have to take out my motor vehicles clutch to see what is wrong and that they will probably have to send photo's through to Nissan SA. During the process there was no papers presented or given to me to sign that they can work on my motor vehicle or even repair the vehicle and that if there was an extra payment to be made on the motor vehicle that I will be responsible for for the payment if the claim have been rejected.</p> <p>Later during the day the same service provider phoned me and told me that Nissan doesn't pay out easily when the motor vehicle experience clutch problems. Due to the fact that I need my motor vehicle from day to day to get back and forth from work and studies I asked him about the time frame it will take to find out what exactly is wrong with my motor vehicle or even just to get answers back from Nissan SA, which he answered that it is maybe going to take two weeks or so to get an answer because because they need to take the parts out, take photo's send it through to Nissan SA and then have to wait for feedback. That is when I asked him about how much it approximately will cost me if my vehicle is not going to be repaired under warranty which he then rep**** on about plus minus fifth-teen thousand rand (R15 000).</p> <p>Everyday I had to phoned in to found out about the progress off my motor vehicle and if they have received any news from Nissan SA yet. My friend, Abrie van Wyk who was with me with the second time when the exact same problem was being experienced again on the N1, also helped me to phone in to try and resolve this problem and also from time to time never received the promised phone calls from the company and also no feedback about my car. This whole process gave me a lot of unnecessary stress and my studies and work was under pressure too as well. Then my friend, Abrie van Wyk, phoned Nissan SA due to the poor services I am currently receiving and the fact that they do not keep me up to date with all the information they should, through a telephonic phone call and logged a complaint for me on my behave.</p> <p>With dispirited and disappointment I finally received information about my motor vehicle on the 28th of November 2016 that my motor vehicle had been repaired, tested and is now in driving condition again, but nobody ever notified me about that they where going to work on my motor vehicle and that they are going to repair it.</p> <p>You can just imagine the shock! I never gave authorization so that anyone can repair my motor vehicle and the dealership never phoned me or enlighten me about the processes that can be followed.</p> <p>The feedback that was gave to me on the 24th of November 2016 was as follow:<br />Claim rejected and reason: 'Not a manufacturing defect, damage caused by an outside influence."</p> <p>The flywheel and clutch had to be replaced. The damaged parts apparently had to be send through to Pretoria which they also never notified me about that it is going to take a bit longer due to that they have to send my car parts to Nissan SA. I only found out about that when I had made a phone call again to hear if there wasn't any new feedback on my motor vehicle.</p> <p>The only problem now is that I am being kept responsible for the repair of my motor vehicle. I was shocked. They have never approached me beforehand on behave of the rejected claim and to discuss the process afterwards. They just went through with the process and repaired my motor vehicle. As owner of the car, no other person is in the position to give authorization to repair my motor vehicle and without any consent to do so and that I will be kept responsible for the afterwards payment on my motor vehicle. They do have my contact information on record. They only notified me that it is no problem and that they just can take out the parts out of my car again and I know that it is against the law to do so.</p> <p>I then asked for the documents to show the photo's and or parts and as well as the paper work about how they tested the parts to see how it can be the drivers fault and not a manufactured defect... which I have never received any documents but only that they will need to ask Nissan SA for the documents. They also refused us to speak to someone from Nissan SA to try and rectify the situation.</p> <p>The festive season is around the corner and it is difficult for me to get around everywhere without my car.</p> <p>I can't believe how disappointing it is for me about how the whole situation about my motor vehicle is being dealt with. I feel like that the motor dealership have failed me with miscommunication, lack of feedback and lack of being attentive with my situation of my motor vehicle. I know this situation was possible to avoid by just using more effective communication with me and being more attentive to the situation.</p> <p>I feel that Nissan Stellenbosch is responsible for the situation with my motor vehicle. Their service department was the only people who worked on my motor vehicle and should be held responsible for cost of the repair work being done on my vehicle.</p> <p>I still believe Nissan has a good record for good services and such a experience is not going to be a good adverti*****t and believe worthy for Nissan SA.</p> <p>I still believe that Nissan will show this situation as important due to the motor vehicle that is still on Nissan Stellenbosch Group1's premises.</p>