Ongoing Frustration with Nissan SA and Nissan Little Falls – Still No Resolution

I placed a complaint on 9 July 2025 on Hello Peter regarding the poor experience I’ve had with Nissan SA and my Nissan Qashqai — which, unfortunately, has turned out to be one of the most disappointing purchase decisions I’ve made. Take note this was not my first complaint but an action taken trying to escalate the matter and get help.

Following the Hello Peter complaint, I was contacted and asked to book my vehicle in at Nissan Little Falls. I did so, and the vehicle remained there for approximately three days for testing. Afterward, I received a call with what was described as “good news” — I was informed that the entire radio would be replaced. I specifically asked whether this would come at any cost and was assured that the replacement would be covered under warranty. I was further advised that an application would be submitted to Nissan SA, and once approved, the radio would be ordered (noting that it may take time due to international shipping), but the fitting would be quick.

However, nearly a month later, I had to follow up myself to find out what was happening — I had not received any updates. I was then told that further testing was required and was asked to bring in the vehicle again. I comp****, and my car has now been at the dealership for an additional two days.

To my surprise, I was contacted again and told that Nissan SA now wants to physically inspect the radio (even though Nissan Little Falls has tested and seen it for 5 days in total) before approving the warranty claim. I was given two options: 1. Have the radio removed, collect my car, and wait (up to two weeks) for feedback from Nissan SA, with the assurance that the wiring would be left “neat and safe.” 2. Pay out-of-pocket for a new radio myself, with a refund only if Nissan SA approves the claim.

Although I initially agreed to the first option, on reflection, I am very uncomfortable with it. Driving a vehicle with a removed radio — essentially a large exposed cavity in the dashboard — does not reflect well on the Nissan brand and poses both aesthetic and potential safety concerns. This setup could expose wires, create distractions, and present a hazard — especially with young children in the car or the risk of objects falling into the cavity.

In my view, the correct and reasonable approach would have been:

To honour the initial commitment made during the call — where the replacement was communicated as confirmed (pending only routine approval), or

To offer a loan vehicle, at no cost to me, while the investigation continues.

The lack of proactive communication and the shifting expectations have left me frustrated and disappointed. A month after raising my concern on Hello Peter (take note once again - not my first complaint), I am no closer to a resolution, and my vehicle remains incomplete. I believe this experience falls short of the service quality expected from a global automotive brand. I also believe they are utterly failing at the service failure recovery actions they are taking (or lack thereof).

I hope that Nissan SA will take this matter seriously and restore my confidence in the brand by resolving this in a fair and timely manner.