Nissan SA don't understand brand ambassadorship, and behave like petty bureaucrats

Nissan SA refuses to acknowledge that they sold me a faulty sunvisor. It literally split apart after 2,5 years, and ended up falling off the bracket while I was driving. Their customer promise talks of 'guaranteed commitment to customer care. A lasting bond between you, your vehicle and the Nissan brand.' But their customer 'service' department seems bent on driving me away as a customer, by insisting that the part only has a 1 yr warranty. The thing costs close to R3000! I kid you not.

It's obvious that sunvisors are designed and engineered to last for many years. They're on special order, not a standard part that the dealerships just have in stock. When I had to replace the original when my car was around 10 years old, I don't mind that the old sunvisor wasn't staying up or down nicely anymore. Wear and tear after 10 years, I get it. So I got a replacement sunvisor, no problem. What I have a problem with is that this new sunvisor simply disintegrated after 2 years.

Nissan SA's customer 'service' (ha!) team insists on being focused on the short-term and saving themselves the cost of replacing the sunvisor that was obviously a dud part. They're not thinking of their promise to build a long-lasting bond between customers and the brand. They think like petty bureaucrats, instead of as brand ambassadors.

Plus, their dismissive attitude seems to indicate that Nissan is not interested in sending this faulty sunvisor to their engineers to find out what went wrong and how to prevent such occurences. How am I supposed to trust a brand that isn't interested in learning from mishaps?

I've been chasing this since mid April, and have escalated from Cecilia and Danitha to Busisiwe, with no satisfactory resolution, and many unanswered messages. Several attempts to get Teresa Gouws to call me back were met with stony silence. Logging a complaint on their website has gone unanswered. My local dealership, Mark White Nissan (which, by the way, is a fantastic dealership) had already attempted to assist me prior to April, and were also given the cold shoulder by Nissan SA. So what started as a minor issue has now evolved into a major resentment.

I recently bought a Datsun, and I was planning to buy 2 new cars in the next couple of years, and I wasn't keen on leaving my great local dealership. But Nissan SA seems determined to chase me away from the brand.

Sadly, it seems Nissan SA only responds to Hello Peter.