Posted: Jan 09 2007 at 5:44pm | IP Logged

Hear me out why I vent about Nissan customer service-what a joke!  Maybe I’m off base to be upset, but I don’t think so.  Here is my story.  On a January afternoon, around 1500hrs, in the mountains of Colorado, my 2006 Titan decides not to keep running.  After calling Nissan, and being told I was on my own to get the vehicle to a dealer, 90 miles away in Lakewood, I make arrangements with the only tow company in the area to come get my truck, the next day (the only time they can come)!  I also then proceed to ask people I don’t know if it is OK that I stay at there house for the night, because I’m 150 miles from my own home (did I mention that tonight was my birthday party back at my home over 150 miles away)(DAY 1).  They kindly agree, and the next day the tow truck comes and gets my Titan and takes it 90 miles to the nearest Nissan dealer, at MY expense.  I then “hitch-hike” back to my house in Colorado Springs because Nissan says it is not there responsibility to get me home (DAY 2).  The next day, I receive a phone call from the Nissan dealer, and am told that my truck was fixed, and that it was a warranty item that caused the problem.  So I asked them if they covered the towing, and was told by the dealer that they would cover part of it, but not the entire $240.  If I wanted that covered, I would have to call 1-800-nissan1 myself, and have it worked out.  So I then asked about returning my truck to me, and was told that I could come get it whenever I had time.  I pointed out to them that the Titan was my only vehicle (besides a motorcycle), and there was no way I could travel 60 miles through the mountains in January to retrieve it.  They told me that all they had was a shuttle that only traveled 10 miles, and that once again I would have to call Nissan cooperate

             So I call Nissan, and after being on hold for nearly 10 minutes, and talk to a service representative who says they will talk to a supervisor and I should receive a call from a supervisor the next day with the solution (DAY 3).  The next day I receive a call from another representative, not a supervisor, who says that my towing will be taking care of, but I’m SOL on actually getting my truck unless I want to drive up there and get it myself.  I once again point out that I have no other vehicle, it was a WARRENTY item that broke, and that I’m confused how I should have to take the time out of my schedule to hitch-hike up to Lakewood (60 miles away) to pick up the truck.  I also point out that there is a Nissan dealer here in town, so why is it so complicated to have it shipped down (I know many people in the car business, and shipping from one dealer to another is commonly done). The representative says there is nothing he can do, so I ask again to talk to a supervisor.  After much DEBATE (read arguing), he finally agrees to let me talk to a supervisor, who once again tells me there is nothing he can do, and even though the breakdown was a result of a part under warranty, NISSAN would not help in returning my vehicle. I once again point out the flaw in that logic (your part broke-your responsibility), and he finally agrees to see if maybe NISSAN could reimburse me for a rental car, but he would have to ask his boss, and that I should get a call by tomorrow.  I also point out that Colorado is due another snow storm this Thursday, and that it would sure be nice to have a vehicle before then.  So here I sit, without a car, a snow storm coming in 48 hours, waiting on yet another call (DAY4)! I’ll keep you all updated on the outcome.