Service Department Experiences

[AMDkid1]

Here in El Paso, Gateway Nissan is really good to me, I take both my Titan and Armada there. I simply wish Nissan would do something about the brake judder. Both of my vehicles have it bad. My Armada has 3200 miles and the Titan has 17200, The brake judder is identical in both vehicles. Installing a Volant sys. in it this weekend.

[AMDkid1]

NISSAN Fix the Brake Judder....

[ttammunek04]

Dealer / Location: Jerry Damson Nissan / Muscle Shoals, Alabama
Service Manager: Rhonda
Experience: These folks are the shizzle my fizzles!!!! Took my truck in to get some work done, expected to be there a majority of the day. They had my problems fixed and had me ready to go in 3 hours. Major thumbs up for these guys and gals.

[Sammage]

Dealer: Gainesville Nissan
Location: Gainesville Florida
Service Rep: Unknown
Experience: Terrible

I have the problem with the driver's window auto up not working correctly. I called the local dealer to set up an appt to get it fixed on a weekend. I've seen the TSB, so I know the issue is pretty minor and shouldn't take too long. The service manager tells me that it's company policy not to do Warranty work on the weekend because they might not have the part and it would be inconvenient for the customer. I say, okay how about a loaner car while you do the work. He tells me that this is also against policy. So I tell him I'll call back. I go and get the TSB printed out and call back with the part number so they can verify that they have it. This time he tells me that it can't be done on the weekend because they have a whole troubleshooting process they have to follow (I'm still unclear how that stops them from doing work on the weekend). I tell him I am looking at the TSB and the issue is exactly what is on the TSB, so can't he do me a favor and take this on the weekend. He says no way. I tell him I'll go somewhere else.

Dealer: Ocala Nissan
Location: Ocala Florida
Service Rep: Jason
Experience: Great

I call Ocala Nissan (about 40 miles away or so) and tell them the problem and their service manager says "Sure, I know exactly what that is. Let me make sure we have the part...Yep, got it in stock. What time would you like to bring it in Saturday?".

I took it in Saturday and they fixed it quickly and added a car wash and a free bolt for my skid plate that had been broken off by a third party oil change place.

[Travisurfin247]

Morris Nissan.....Charleston, SC
Service Advisor: All of 'em
Service: Excellent

Over 24K miles of sceduled maintenance without a complaint (all but 2 oil changes performed at this dealership). This isn't even the dealer I bought my Titan from. On the last visit they performed the front brake TSB, ordered a new radio/cd player per the TSB, and even replaced both of my key remotes since they were smashed up and broken for no charge. And, as always, they wash it and get it all shiny for the drive home! They always give me a courtesy call at home the next day to make sure I am pleased with their service.

This is just good, old-fashioned customer service. It's a shame that others are having such a difficult time with their service departments. Some people just don't understand what customer service should be all about.

[CoachBoone]

Gresham Nissan/Subaru--Gresham, OR
Service Advisor: Brian
Service: Undecided (too early yet)

I took the Titan to these guys for an oil change and a couple warranty issues after being told by Ron Tonkin Nissan when I brought up workmanship defects that this is not a Rolls Royce....told this not once, but twice.
So I took to Gresham after their parts guy ran down a part I needed, he went above and beyond the call.
I gave them my list:
Dash rattles
Door rattles
Drivers seat squeaks (getting worse)
Side storage latch cover broken
brake judder
tire pressure sensor light on

Here's how the issues have been handled so far:
We can't investigate dash rattles or door rattles. Not warranty.
Didn't even respond to drivers seat squeak.
Did brake fix.
Ordered latch cover. Since then they mailed a delivery notice, I took back in to have them fix, an hour later they tell me that it's the wrong part, will call me when it gets in. I took an extended my lunch at work to do this.
The tire pressure sensor light came back on. Brian told me to take it to Les Schwab and see if I have a slow leak, nail, etc.
I am documenting every single experience and am going to lay only the facts on the service manager when all is said and done. I've contacted Nissan's consumer affairs and they are looking into getting my issues dealt with with this dealer, so the jury is still out, but so far I'm not impressed.
While I was waiting at my last visit I peeked at their 05 Titans anmd every single one had the aluminum rear diff cover. I am going to tell consumer affairs I want one free. They've acknowledged they had a problem by putting them on the new rigs...in fact if you try to order a replacement for your 04...a steel one...it's not available any longer, they will sell you the aluminum only. I have had a documented rear diff issue in the past, so I'm pushing them to get one under warranty.

[keiffers]

Originally Posted by CoachBoone

Gresham Nissan/Subaru--Gresham, OR
Service Advisor: Brian
Service: Undecided (too early yet)

I took the Titan to these guys for an oil change and a couple warranty issues after being told by Ron Tonkin Nissan when I brought up workmanship defects that this is not a Rolls Royce....told this not once, but twice.
So I took to Gresham after their parts guy ran down a part I needed, he went above and beyond the call.
I gave them my list:
Dash rattles
Door rattles
Drivers seat squeaks (getting worse)
Side storage latch cover broken
brake judder
tire pressure sensor light on

Here's how the issues have been handled so far:
We can't investigate dash rattles or door rattles. Not warranty.
Didn't even respond to drivers seat squeak.
Did brake fix.
Ordered latch cover. Since then they mailed a delivery notice, I took back in to have them fix, an hour later they tell me that it's the wrong part, will call me when it gets in. I took an extended my lunch at work to do this.
The tire pressure sensor light came back on. Brian told me to take it to Les Schwab and see if I have a slow leak, nail, etc.
I am documenting every single experience and am going to lay only the facts on the service manager when all is said and done. I've contacted Nissan's consumer affairs and they are looking into getting my issues dealt with with this dealer, so the jury is still out, but so far I'm not impressed.
While I was waiting at my last visit I peeked at their 05 Titans anmd every single one had the aluminum rear diff cover. I am going to tell consumer affairs I want one free. They've acknowledged they had a problem by putting them on the new rigs...in fact if you try to order a replacement for your 04...a steel one...it's not available any longer, they will sell you the aluminum only. I have had a documented rear diff issue in the past, so I'm pushing them to get one under warranty.

Sounds like excuses to me - they can check tires, etc, yet they tell you to take it to Les Schwab. Why do that when it appears to be a problem with the warning light. Probably a loose connection or something. Les Schwab would probably tell you that they could have done it at the dealership without a problem. Crazy

[Venom]

Hi all,

Sine buying my Titan I have been back to the dealership 4 times. Not once did I leave my Titan or make an appointment for service. Here is why.

1st Time. I picked up my truck in the early evening as it was getting dark. Looked it over quickly. Found that it was missing one tie down cleat and the mud flaps. They got me a cleat and ordered the flaps.
I drove the truck around for a couple hours and found that it had a vibration that was like an out of balance tire at between 55-80 mph starting off lite and harshest at 80mph.
When I got home from my drive it was dark. I was putting my keys into my front door and my outdoor motion light came on. As I went in the door I saw something on the front bumper of the truck. I went over to look and there was a deep scratch back and forth across the bumper. on the passenger corner. It was deep and you could tell it had been buffed out in an attempt to fix it. It looked like somone had dragged a key back and forth several times about 4". It was deep but still in the paints color, not to the base.

I took it to the dealer the next day. My salesman was not there. Someone else looked at it and told me it must have happened after I left. I asked to see a manager. He came out and looked at it and said, we thoroughly inspect all vehicles before they leave and if it was not fine we would have mentioned it.
My arguing did not help. They will do nothing!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

2nd Time. I am driving home from my argument at the dealership and I notice that the plastick window frame on the rear driver window is lifting up and put about 4 - 6" from the wind on the highway. I get out and look and see that the plastic lock tabs that hold it down are broken off. So I turn around and go back to the dealer. This time to the service dept.
There is no one at the service dept. Some guy walks in says what do you need. I explain about my window. And he leaves and comes back with some double stick tape. He walk to the truck and puts tape on it. I tell him, now it is sticking up from the tape. It needs to be replaced. He seemed aggravated and walked me over to the parts counter. He says to one of the parts guys- Get him a part for his window. I say I also have a vibration and he says you will have to talk to a service writer and he walks away. The parts guy says- did he write a service order? NO. The parts guy comes out and figure out what I need and orders it. They will call when it comes in. I wait for 15 - 20 minutes and no service writers can be found. I leave.

3rd Time. They call with the part. I go and this time there is a service writer there. I tell him the story and he cannot believe what I am saying. I walk him over to the parts department and see the parts guy who confirms my story.
The service guy gets the part and brings it to me and we snap it on the truck. I give him the old one and he throws it in thetrash. Don't you need to write this up I ask? He just looks at me and says have a nice day. I have a tiny wheel judder so I wait on the vibration until I will come for the new rotors.

4th Time My radio has crappy reception, but I just decide to put in aftermarket. I have small wheel judder at 1200 miles, but after reading in the forum that new rotors are coming I decide to wait before I bring it in. At 2800 miles the wheel judder is insane and I notice from the forum that new rotors are coming in slowly. I also notice a large amount of rust on my rear chrome bumper. It is pitted pretty bad.

I go to the service department and see the same guy who put on my window frame. I tell him about the brakes and he says they will not see any of those rotors untial late May. I tell him I know some are out there. Then he starts talking about how there is not much difference between the old and new anyway. I tell him I will wait because I do not want to come back every 2000 miles. I do not mention the vibration. I will when I leave the truck for the rotors.

I show him the rusty bumper. He calls the service manager. The service manger has a guy come up and start rubbing polishing compound on the rust. I hear the compound guy say ti is bad rust really bad.
When he finishes the rust is gone but you can see little black pit holes where the rust was. I tell him the rust is going to come right back it is a bad chrome job on the bumper. The service manager goes out on the lot to look at other Titans. He comes back and says: It is alot worse on many others. Thats the way they all must be. I say so you are going to replace the bumper? He says no, the rust is gone.

Then I mention the brakes and he admits they have the new rotor kits. But he will not swap mine. He says he is not allowed. He says they have to first turn the old rotors and then if they go bad he will have to use up the old inventory of rotors first. I say: How many times do you want me to come back? You could fix this once and be done. He says: It's not me it's Nissan. They won't let me swap them out.

I have called Nissan and gotten my complaint number and I am waiting to hear from the regional service manager.

Now today I went out side with a white rag and wiped the bumper where the rust was. What a surprise ORANGE on my white rag.

I hate my dealership!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!

UPDATE
I never heard back from anyone at Nissan USA.

The judder got so bad I had to take it in. The Techs Name was Kevin at Weston Nissan. He was excellent. Although I know I will have to go back. They only resurfaced the rotors. That will not last long.

I tried to buy the Stillen Big Brake Kit. They are out of stock for at least 4 weeks.

[Titantow4]

Dealer/location: Peter's Nissan/Nashua, NH
Service Advisor: Nate
Service Experience: Excellent

[titan411]

Dealer/Location: Mossey Nissan, El Cajon, CA
Service Advisor: Jason, (quit) Charisee (quit), Jesse, and New Guy
Service Experience: Horrible

The service advisor do not refelct on the service. Jason and Charisee were probably the best sevice advisors I have had at any car dealership, and with my luck they both quit.

I have taken my truck to the dealership 13 times including 3 oil changes in the 10 months i have had it. Everytime I took it there, the niceness of the advisors would make me confident that my problem would get fixed, but I was wrong. 8 times I took it, because both power windows would get stuck as they went up, and stay stuck for a while. 6 of those times they gave me the excuse that they could not prove the problem. 1 time they did prove it, kept it overnight, and made it worse. The last time I took it they finally figured out the problem and it hasn't happened since (yet). I have taken it 3 times about the shaking of the car while on the freeway, rebalanced tires once, and when it still happened they told me to drive with the tailgate open (still get the shaking). Took it in when the car would shake while I was braking and ordered new brake pads that took a week to come in.

I have to go in again for the brake pads, but I am on the waiting list, so I dont know when I have to go.

Don't be fooled by the service advisor, theyre just the middle man, its the service that sucks.

[tbonesoca]

Dealer/location: Nissan Rancho Santa Margarita , Rancho Santa Margarita, CA
Service Advisor: Aaron
Service Experience - Excellent

[imjustdamngood]

Dealer/location: Sutherland Nissan, Mall of Georgia GA
Service Experience: Sucked

[goofytim]

Dominion Nissan in Colonial Heights, VA
Service Person just changed as the dealership moved into new facility
Excellent service department for actual service. Parts Department though is poor.

Parts wanted to charge me $80 more for the foglights, even after I showed him four quotes off the internet where they were cheaper. I left without the foglights and went to yournissanparts.com and used the CLBTTN discount, and shipping ended up being basically free.

[buzzkillwill]

OKay gang..

I need you advice. I had a nightmare-ish of a visit the last time I took the truck in for service. Today, I got my Nissan questionnare in the mail. Instead fo completing it, I'm writing a letter of the crappy service I received, and attaching it.

Does North American Nissan do anything abotu crappy service?

I think I'll show the letter to the service dept. mgr, and give him an opportunity to correct the damge his tech did-to right the wrong. And if he doesn't do anything, I'll mail it in. I showed it to him once-he just blew me off.
So, I'm hoping this letter will get him moving, or am I just wasting my time?

[TITANAK]

Anchorage Alaska: Continental Nissan: formally Pacific Nissan: Arguably the worst case of poor service that i have ever seen. Rear diff explodes into fragments so i have it towed to the lot, 3days later i call them they have not even looked at the truck. I ask for a loaner and am told that "Giving a loaner is against Nissan policy " of coarse they later deny saying this, go figure. After calls to Nissan corp. and to the owner of the dealership i get a call and behold a loaner is ready for me to pick up!! Now it has been 24 days and still no phone contact from anyone at Continental Nissan. I have called them 2 times but not one call from the service manager who i think personaly is a joke. So today i call and i am told that the parts are on back order and they do not know when i can expect to see my truck. Somebody please tell me that i should expect better treatment than that. Please