Disgusted at the negligence and then the lack of service!!

I have been dealing with your customer care (case number ********** 4) and they have not been very helpful. Not once have the documented the complete story and yesterday the lady that contacted me seemed to think I should be happy with paying R6500 rather than R18000. Then when I once again told her the full story she tried to blame the faulty injectors on my bad driving and then told me even if they had discovered this issue in 2015 I would still have been liable for the cost. The car has been with Imperial Nissan since last week Friday and only yesterday the customer care agent was going to request documentation to check whether I am telling the truth of us having complained before. The problem is I'm not sure whether they will find much since they have never stripped the car until Friday last week!

Copied from my posts on Facebook

Thanks a lot Nissan for now referring me to the Ombudsman as you refuse to understand my side of the story. This after the technician at the branch admitted that to establish why the car was losing power they would have to do extensive testing. Which in this case has taken them 3 days to establish it might be two of the injectors that are faulty or it might be more. They have the job card where we first complained about the car losing power and that it was not investigated. They are claiming that this is the only time we complained about the car losing power. I logged this complaint with Nissan customer car almost two weeks ago and not once did they document all the details of my complaint yet they expect that the Nissan branch would have documented all the details pertaining to the car. I guess we also picked the fact that we were told to drive the car in Sports mode out of the air!!
I need to add that they had to keep the car for longer than a day as they needed that time to strip the car and do the extensive testing to establish what the issue was, yet now they claim that the car was never stripped as the computer gave the details saying the injectors were faulty. As far as I know the computer would only say issue on number whichever cylinder. So how do they get to the injectors being faulty without having taken them out??
LikeShow more reactions · Reply · Yesterday at 10:32am · Edited

Nissan
Nissan Hi Leonita, thank you for the comment it is duly noted. As per the telephonic discussion between yourself, Imperial Parow and Charice from our Customer Support Centre injectors are seen as a wear and tear item. Based on this we would recommend that you give the dealership authorization to diagnose and determine the possible cause of failure of the injectors. Please note that your Nissan vehicle is unfortunately outside of the Nissan warranty. Kind regards, Nissan SA
LikeShow more reactions · Reply · 22 hrs

Copied from my posts on Facebook

I think it's only fair that everyone knows what the outcome was. So Nissan refuses to cover the cost to test the injectors that they say are faulty because my car is out of warranty. The service manager says that had it been the injector all this time there is no way anyone could have just cleared the maintenance light yet I just collected my car from them after them having had it for 1,5 weeks and the light has been cleared (pic to follow in comments). The service manager also advised that all injectors should be tested not just the two that are faulty as one or more of the others could be starting to 'go' as well and if they send all 8 away they can I think it's called bleed? all 8 and check this. Then I asked so how can you then be so sure that these 2 faulty injectors have not been starting to go faulty for the past year and his response was he can't be (see pic in comments where we are advised on the paperwork to test all 8 injectors). Lastly an email was sent to Imperial Nissan advising them to arrange with me to book in the car for +/- 2 days to diagnose the vehicle and that I would not be liable for the strip and quote. I would think this would cover the taking out of the injectors and sending it for testing to confirm it is actually the injectors that are faulty. Why else would they strip the car since the service manager claims the diagnostic report already advises that injectors are faulty.
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LikeShow more reactions · Reply · 17 hrs

Nissan
Nissan Hi Leonita, we take note of the content. The vehicle’s warranty has already expired on 28th of March 2016. As confirmed previously should you not be happy with the feedback received we recommend that you have the matter adjudicated by the office of the Motor Industry Ombudsman. The office of the Motor Industry Ombudsman defends neither the customer nor the Manufacturer/Dealer/Service Provider respectively. Cases are dealt with impartially and unemotionally and rely on all parties to impart their side of the matters truthfully and factually. Kind regards Nissan SA

Copied from Facebook posts: 15/02/17 10:46am

And as I said in all of my previous posts we are aware that the warranty has expired. The problem is this issue had first been raised in Nov 2015. Long before the warranty had expired. I think it's only fair that people know that even though a car is bought brand new from Nissan and issues are raised, they still refuse to accept responsibility. The fact remains that we were told there is no issue and they fixed whatever therefore the maintenance /engine light is now cleared. We were told AGAIN yesterday that it's not possible to just clear this light with a major issue like faulty injectors. Yet as per my photos attached, when I collected my car yesterday the light had been cleared. The feedback I received from Charice last week was that paperwork would be requested from Imperial Nissan and then this case would be handed over to a specialist. Your call center agent is not a specialist yet last week she tried to blame the faulty injectors on possibly my bad driving s****s and also told me that injectors are not covered by warranty even if it had happened in the first year of the car being purchased.
Therefore yes I can confirm receipt of your recommendation to go to the MIO but I also think it's just fair that everyone knows what a bunch of ***** you are. And that we can't even trust the so-called professionals!!

Noted and as I said in all my posts I am aware of this but issue was raised in Nov 2015.