Nissan Titan Forum - View Single Post

Huey130 · 12-07-2004, 11:59 AM

My letter:

Sirs,

Had an interesting morning in your service department.

I’d called yesterday about a small but annoying thumping / knocking noise the 04 Titan I’d purchased there had developed. I’d done a bit of research on the internet and discovered a Nissan Technical Service Bulletin (TSB) that covered the exact noise I was hearing and the repair: http://www.infinitihelp.com/Ownershi.../NTB04-124.htm

When I arrived at 7:30 this morning, I was told there’d be a bit of a wait for the techs to get in and get settled. No worries. I described the noise to the service rep and showed him the copy of the TSB I’d brought.

I won’t describe the two hour wait while my truck was looked at (30 minutets of which involved it sitting, idling outside of the service bay) because it’s easily eclipsed my last few minutes in the service department:

I was told the “good news”: yes they had replicated and located the cause of the sound. It was the solenoid described in the TSB I brought, but that they had taken a similar 04 off the lot and it also made that noise. That it was “normal”. Here’s the weird part: “that we know of no TSB to fix that noise. We called Nissan and they don’t have a TSB nor have ever heard of one for this problem”. That’s odd: I’ve spoken with several people on the internet that have had this problem and had it fixed with this TSB. Not to mention I’d given the service coordinator a copy of the TSB (you can see in the link above that it contains drawings, part numbers, billing instructions, codes for the diagnostic computer and even a Nissan disclaimer!) and saw the tech look at it whilst diagnosing the problem!

Anything I would have said at that time would have been no value to anyone. Plus I wanted to double check the information I’d given the tech. After verifying the information I called 1800Nissan1 for assistance. When I described the issue I was having with my truck the customer support rep checked his computer and said “Good news Mr. Stewart, there’s a technical service bulletin that fixes the exact problem you’ve described. All you need to do is take your truck to your dealer and…” My reply began “Oddly enough,…” There is a file opened with 1800Nissan1 concerning this issue. They were to have been in contact with you by now.

So, where do we go from here? Even after having the battery fail on me 2 weeks after buying the truck (which, by the way, was only a little over a month ago), I am still ecstatic about my Titan. I am currently less thrilled with the service I’ve been receiving from Town Center Nissan. I’m the person in my circles that people seek opinions from. As an engineer at Lockheed, Air Force Reserves aircrew veteran (Dobbins) and the owner of a professional motorcycle roadrace team I have knowledge and experiences that people have learned to rely upon and trust. I also am the type of person that can usually find good in people and companies. Tasks that are becoming exceedingly difficult to do with Town Center Nissan. Especially after having ½ my work day wasted at your site and subsequently on the phone w/ Nissan when your coordinators and technicians have clearly made a mistake.

Please convince me this was all a misunderstanding; that it will be rectified as soon as possible; I will be compensated for my time; and that you will make me a happy, satisfied customer.

Thank you,

Craig A. Stewart
Systems Engineer
Aircrew Training

12-07-2004, 11:59 AM	#12 (permalink)
Huey130 Registered User iTrader: (0) Join Date: Oct 2004 Location: Kennesaw, Jawja Posts: 91 Thanks: 0 Thanked 0 Times in 0 Posts	My letter: Sirs, Had an interesting morning in your service department. I’d called yesterday about a small but annoying thumping / knocking noise the 04 Titan I’d purchased there had developed. I’d done a bit of research on the internet and discovered a Nissan Technical Service Bulletin (TSB) that covered the exact noise I was hearing and the repair: http://www.infinitihelp.com/Ownershi.../NTB04-124.htm When I arrived at 7:30 this morning, I was told there’d be a bit of a wait for the techs to get in and get settled. No worries. I described the noise to the service rep and showed him the copy of the TSB I’d brought. I won’t describe the two hour wait while my truck was looked at (30 minutets of which involved it sitting, idling outside of the service bay) because it’s easily eclipsed my last few minutes in the service department: I was told the “good news”: yes they had replicated and located the cause of the sound. It was the solenoid described in the TSB I brought, but that they had taken a similar 04 off the lot and it also made that noise. That it was “normal”. Here’s the weird part: “that we know of no TSB to fix that noise. We called Nissan and they don’t have a TSB nor have ever heard of one for this problem”. That’s odd: I’ve spoken with several people on the internet that have had this problem and had it fixed with this TSB. Not to mention I’d given the service coordinator a copy of the TSB (you can see in the link above that it contains drawings, part numbers, billing instructions, codes for the diagnostic computer and even a Nissan disclaimer!) and saw the tech look at it whilst diagnosing the problem! Anything I would have said at that time would have been no value to anyone. Plus I wanted to double check the information I’d given the tech. After verifying the information I called 1800Nissan1 for assistance. When I described the issue I was having with my truck the customer support rep checked his computer and said “Good news Mr. Stewart, there’s a technical service bulletin that fixes the exact problem you’ve described. All you need to do is take your truck to your dealer and…” My reply began “Oddly enough,…” There is a file opened with 1800Nissan1 concerning this issue. They were to have been in contact with you by now. So, where do we go from here? Even after having the battery fail on me 2 weeks after buying the truck (which, by the way, was only a little over a month ago), I am still ecstatic about my Titan. I am currently less thrilled with the service I’ve been receiving from Town Center Nissan. I’m the person in my circles that people seek opinions from. As an engineer at Lockheed, Air Force Reserves aircrew veteran (Dobbins) and the owner of a professional motorcycle roadrace team I have knowledge and experiences that people have learned to rely upon and trust. I also am the type of person that can usually find good in people and companies. Tasks that are becoming exceedingly difficult to do with Town Center Nissan. Especially after having ½ my work day wasted at your site and subsequently on the phone w/ Nissan when your coordinators and technicians have clearly made a mistake. Please convince me this was all a misunderstanding; that it will be rectified as soon as possible; I will be compensated for my time; and that you will make me a happy, satisfied customer. Thank you, Craig A. Stewart Systems Engineer Aircrew Training __________________ (o o)=(o o)=(o o)=(o o)=(o o)=(o o)=(o o)=(o o) Craig "Huey" Stewart Just some guy with a wrench (who also used to have a funnier signature )