Wow Brian....that's amazing. I have received some absolute shit treatment from my service department.....but nothing as bad as what it seems you are experiencing.

It's a shame that Nissan corporate can't seem to get a handle on the bad service situation....it will ultimately effect their reputation and, thusly, sales.

I know there are some good service departments out there.....but it seems they are few and far between. Coming from a Saturn before my Nissan, the service experience in my vehicle ownership has done a 180 degree shift.

SHIFT_ Shitty service

Called Enterprise this morning and confirmed that Nissan told them $25 per day rather than $35 per day as stated in the Extended Warranty. The employee at Enterprise said she knew it was supposed to be $35 and that Gwinnett Place has been doing this for quite some time, but most customers never bother to check the coverage limits.

I also called after 10am to see if the truck was ready yet. After asking my name my service advisor asked, “remind me, what we are doing to your vehicle?” “The seat” was my reply. He suddenly remembered and said he would have to check and call me right back. So far 1 hour has passed no call yet.

If I don’t get a call soon I’m going to call and tell them to put my truck back together and I will be there at 1pm to permanently remove it from their dealership repaired or not. This is 3 days now to fix something simple!

I'd go get my truck as well. This is way beyond poor service.

And for the $35, I got an habit of reading everything I sign, reviewing it before calling, and reviewing it after. Just had it with salesperson and customr service people trying to screw you on little details, when I go and have a conversation with them, I try to know the contract more than they do.
But even then, sometimes they find a way to screw me...

I have a question, can you report this to Nissan Corporate as an abuse on the dealerships part as they told you it would take 2.5 hours originally and now it's taking days, in addition to them not giving the approriate priced rentals?

Granted I know the dealer will probably always string out warrenty work to get a little extra out of it, but this sounds like they are purposely ripping off customers (on rentals) and Nissan (on warrenty work, and possibly the rentals) alike.

This just keeps getting better and better….

Spoke to Nissan again to see if I should expect any problems from GPN concerning the rental situation. They put me on hold while they called the service manager and informed him that it was $35 per day not $25 and to pay for my upgraded vehicle. So that problem is solved. It would be interesting to know how many other customers have paid out of pocket for upgraded cars though and what GPN did with that extra $10 per day for all those customers.

I also asked Nissan about just having them put my truck back together so I could take it elsewhere and have the other dealership I work with order the correct part. I was told that in order for them to pay for the rental the repair had to be completed! If I chose to remove it from the dealership I may have to pay for the entire rental car bill. Which would be over $100!

Apparently they still have no clue what part needs to be ordered. They also said they cannot put my truck back together until they get the correct part. Once they figure out the right part # it may take UP TO A MONTH OR LONGER to get the part! Which means my X would have to sit there at Gwinnett Place Nissan for that entire length of time. Oh and they only pay for a rental car for 5 days… today is day 3… So what the Hell am I supposed to drive for the rest of time I am waiting?!?!

I dunno....I think that this may need to be dealt with on some kind of legal level at this point Brian.

EDIT: Think about it......even if there is a stipulation in the extended warranty stating that rental will only be covered for 5 days, the extension of time needed for this repair is solely the fault of GPN. They diassembled the vehicle without parts in hand or ability to have parts in hand to repair it in a timely fashion.

That has taken any liability on you out of the equation. They are responsible for either getting the truck re-assembled and returned to you until such time that they can repair it in a timely fashion....or cover transportation costs for you while it remains in their custody to repair, and until such time it is repaired to your satisfaction, within the parameters of your extended warranty.

Jeeezus Brian, this is too much. My dealership would have already offered to pull a seat from a new X under those circumstances, or just order a completely new seat at no cost to me.

You're letting them walk all over you, bro. Have a lawyer draft "a letter" stating that you expect to not only be paid for the rental, but you expect to be reimbursed for any other trouble since all of this shit was predicated by THEIR PROMISE to you. Big guns, bigger stick.

At the very least, I would insist on speaking with the owner of the dealership about their $10 robbery issue.

Ok, I'm not mechanical so you don't see me contributing to most of the posts in that manner, but this is right up my alley.

You can attract more flys with honey. Be nice, they want to help you, because you're a patient and nice guy. The downside, is the whole, "kindness mistaken for weakness" thing. If being nice and patient doesn't work, then go right into what I like to call....

The Roadhouse Method Translation: Be nice until it's time to not be nice. Walk in there like you own the place, ask to see the GM. Be firm. Be firm. Be firm. Tell him everything that is going on, and explain your terms to him. You can be not nice and still be professional. Don't let him tell you what's what, you tell him the way it's going to be. Bullshit flatter him..."Mr. GM, I'm coming to you because I'm confident you can remedy this situation and prevent me from having to contact the owner or take further recourse." You get get the picture.

Dude, you'd be surprised how some people will react to that kind of bullishness. Seriously. Hell, I've demanded things in situations, thinking to myself they're just going to tell me to go fuck myself, but it's worked. They tell you something you don't want to hear, "No, that's not acceptable." Then be quiet. It'll feel ackward, but he'll speak first. And if you still don't like it, say the same thing, eventually he'll come back with the answer you want to hear, if anything just to get you out of his face.

I say we picket.

(GA doesn't have a peacable protest law does it?)

Wow. How are you staying calm about this?! Good for you.

I'd be trying to reach anyone and everyone over the service manager head. Owner, GM, whoever.

Grab your paper work and be sure it states that a rental is only for 5 days. If so I'd call and tell them they have until day 5 to fix it, or your coming to get it. If they want the $ for the rental, let them take you to court.

Have you considered visiting another dealer and trying to befriend their service manager? Might be good to try and get another dealer on your side should you need the support.

Oh I already have another service department to go to! As stated before all other problems have been taken to Stone Mountain Nissan and they have given me nothing but excellent service. In fact they have a rear differential sitting there waiting to be installed in my X right now. I had every intention of picking up the X from GPN yesterday morning and then driving to Stone Mountain and picking up rental vehicle #3 while they installed the Diff.

Since GPN started this I was just letting them finish it up, who knew it would turn into such a big ordeal.

Well I got a call at 4:30 PM from GPN telling me that they found out what part was needed to repair my seat. They located one in TN and they will have it on Monday.

Just heard of this site on XM this morning -- you may want to give it a shot: www.planetfeedback.com -- they automate the letter writing process to Nissan (and any other company for that matter...) I just wrote a complaint about my less than satisfactory service at GPN-- you may want to give it a shot.

Well I have the truck back finally. Only time will tell if the seat is actually fixed.

All told for the initially 2.5 hour estimated repair the X spent 127 hours at the dealership.

Yesterday (Sunday) I went to get a battery for my camera off the charger in the back of the X. Remember I only thought it was going to be there for 1 day so I ended up going to retrieve items 4 times. I found a salesman and one of the sales managers feverishly trying to get an Armada to start. They tried two jump-start boxes but both were dead. As I walked by they told me they had a sale on the line, they were closing in 15 minutes, and asked if I had any jumper cables. Lucky for them I did and as we were closing the hood the salesman asked me what he owed me. I told him he could get them to have my truck ready by 4pm the following day. (at the time I was meeting a friend to go biking on the other side of Atlanta at 6pm and the X was the only way I had to transport the bike) I told him what was going on and he took my information and promised to talk to the service department in the morning.

So the jump-start dude called me this morning (Monday) at 7am! Mondays are my workweek equivalents to Saturdays. So I didn’t answer. Then he calls again at 8, which I answered and he told me he spoke to my service advisor and assured me they were going to do their best to have it ready on time. Great! I say and went back to sleep.

4:30pm rolls around and no word from the dealership. So I called them. “I was just trying to call you” the service adviser exclaims. He stated it was ready.

When I went the pick up the X most of the service advisors were not in their offices, I joked with the cashier that they saw me coming and ran to hide. It was the same lady my service advisor had snapped at a few days before. The cashier had all of the paper work for my trucks visit and she let me go through the pile. In the pile was an email sent by one of the parts managers containing my VIN and “I HAVE A 2003 XTERRA THAT NEEDS AN ADJUSTABLE SEAT FRAME, AND FAST!” I found a little humor in the “and fast” part. Also included was the card that the technician stamped with the time clock when he started the repair and when he finished. It was stamped “JUL 2 3:48” and “JUL 2 4:11”. So the actual repair took a whole 23 minutes!

After I had the keys to the truck back I requested to speak to the Service manager. I explained to him that I was not very pleased with the fact that his employees felt it necessary to “play” with my vehicle while it was there for service and told him what I knew they had done while it was there. He seemed confused as how I knew this but asked if I could point out those involved. I told him I did not see the one person that I was most concerned about (the one that turned off the camera). He asked if I could describe the person, to which I replied no but I could show him.

At that point I walked around the X, retrieved my portable DVD player. By now several other employees had gathered around and they all followed and tried to huddle around to watch the movie. At that point the service manager told them all to excuse us, course they walked away but inched in once the video started. I showed him the one clip of the technician getting in and playing with the light switches. He was able to identify the person and advised he would speak to him. I opted to not show the clip of them playing basketball in the bay as well as another person that was playing in the truck. I’ll save that for later…

I also questioned him again on how they secure vehicles. I informed him that of the 3 times that I came by after midnight I found the gate unlocked 2 of those time, I also showed him the picture I posted of the opened lock. Further I explained that before I dropped off my rental car I found my truck in the back unlocked again and I was able to put all my items in the truck and arrange it back all while 4 employees walked by without saying a word to me. Remember he had told me a few days before that when they find people in the back storage lot they are escorted to the front. Keep in mind also they keep about 80% of their new car inventory in this supposedly restricted back parking lot. I went on to say not only did they not say anything to me today but that I had been going back and looking through that lot dozens of times a year over the past 4 years and no one had ever said a word to me.

He thanked me for “pointing out their lapses in security” (sarcastically) and went on to say that on future visits we would have to make some sort of special arrangements for me and my vehicle and that we would have to come to some sort of compromise. I told him that was not necessary that all I required was that my vehicle be repaired by his employees, kept locked, and not treated like a toy! I further told him that none of that would be necessary as my vehicle would not be back for any further work. To this he replied “And maybe that’s not a bad idea at this point”

Somewhere along the way he asked why I had all the equipment that I have and what I did for a living I answered him (which I should have responded none of your damn business) I also assured him that the camera in my vehicle was not put in just to watch his employees (although it sure came in handy) that it was there for me as a silent witness in the event of an accident. He also told me that it might just be curiosity that’s causing his employees to do what they do to it.

I doubt he will say anything to anyone about the issues I attempted to address but oh well. They have not heard the last from me…

As I pulled out of the dealership I discovered some one had driven my truck at night at some point… Wish I had caught them doing that!

Would be very interesting to know how much it would have cost for them to just order me a new seat back in January and install it while I waited, compared to all these wrong parts they have ordered plus the labor to install them plus the $210 the rental car!

there is an adjuster thing for the '03 that goes in the lumbar area... No part number, no R&R time, not even a price is listed. But the part is depicted
I don't even see the thing you're refering to.

Maybe that is what they ran into?

I know if it was me, I'd get on the horn to Nissan NA and ask

The bottom seat frame (which it may be a part of) is listed as $299.78 with an R&R time of 1.7 hours. Apparently that time is prorated for Basketball.

I still say we picket.

Dam.. Adam i get a laugh every time i read one of your posts. I guess it is just the way you word stuff.

Seat is still broken

Time to move on to another dealer, let them handle it. Oh and send the video to several high ups in Nissan corp.

Well at least you found a better dealership to work with. Now you can put them to the true test. And what the heck, keep the cameras rolling too. Good luck!

This shit is uncanny.......

Sounds just like Academy Nissan in Colorado Springs!!!

I HATE dealing with all dealerships and have yet to be satisfied yet. I just expect horrible service these days. I dropped off the X for my last oil change at 7:30 am. It hadn't even entered the bay at 3:30pm. I get all service done at the dealership until the warranty expires(for records' sake), but am now reconsidering that line of thought....

Too bad you don't live closer Jeff.