Nissan North America

Feimrte · 03-02-2005, 04:16 PM

Well, needless to say I just go off the phone with the Nissan Rep. @ Nissan North America. What was the outcome you ask? Well, nothing!! All I keep getting told is that Nissan has fixed the brake shudder each time I've brought the vehicle in, service department was unable to duplicate brake pedal going to floor without the vehicle stopping. So at this time they will not "buy-bake" or "trade-up" the vehicle at this time. In other words no type of compensation for all the trouble.

I was also told that Nissan would not give me anything in writing stating that they will warranty my brakes for the lifetime of the vehicle. But stated that because I've already filed a claim regarding the brakes they will warranty them. But yet, they won't put that in writing! So, I guess it's just cross the fingers and hope that once my warranty expires (which will be in about 10,000 miles) that I'm not forced to pay anything. Hopefully this is where the service department that has done all the repairs will come to my aid.

Now, here comes the really good part ofthe phone call:

Advised that Nissan is in the process of mass producing a "counter-measure" fix to the brake shudder issue and that it should be available early this summer. And in the meantime I've be told just to keep having the Titan repaired for the brakes each and every time it happens. But on the positive note they did agree to pay for a rental car each time the Titan is in the shop! At this I asked if Nissan at least would provide me with a rental vehicle from today until the "counter-measures" are released and on my Titan. At which the NNA rep. asked why I was being so unreasonable with my requests.

I've come to the final thought that the reps. at NNA really don't have any power to get things done. So, i've truly lost faith in Nissan, and that's hard for me being a loyal Nissan owner over the years something like 6 Nissans owned. The last being the 2000 Exterra, the first year it was out. And what do you know, every had a single problem with that vehicle, and it had 146,000 miles when I traded it in!!

So in the end, I'm forced to contact a "lemon-Law" lawyer and file a formal complaint with the BBB. I truly wish that it didn't need to come to this. All I really want is for Nissan to come up with a real fix to the problem, that will last the lifetime of the vehicle. And more important admitt that they made a mistake in the design of the brakes.

*Squid* · 03-02-2005, 04:24 PM

Get em Tiger!

drags1998 · 03-02-2005, 04:52 PM

QUIT YOUR CRYING, They are working on a fix RITE NOW!!!!!! They have fixed it for NOTHING!!!!! give you a loaner FREE!!!!! and DONE THEIR JOB!!!! I know that YOU are not the only one with a problem, BUT,SUCK IT UP!!!!!!!!!!!!!!! They just arn't going to hand you or anyone else ALL YOUR MONEY BACK or a BUY-BACK when its such a MINOR,NON-LIFE ALTERING PROBLEM!!!!! I'm just glad that its not a problem that could'nt be repaired!!!!!!!!!

Boone-Titan · 03-02-2005, 05:20 PM

Took mine in today for the second rotor turning/brake job at 15500 miles. The service manager told me that in a mtg yesterday, the regional rep talked about the new brake fix. The manager thinks the parts are available and is going to contact the rep. Should have an answer sometime tomorrow. I know that the shudder sucks but, Nissan has made an honest effort to keep us happy with TSBs while working a longer term solution. Maybe you whiners can go to the Nissan design center and show the boys how to $hit a fix for you. Problems like this take time to work through. There is more involved than many would believe like failure mode investigation, re-design, analysis, benchmark testing and validation of the fix not to mention the manufacturing hurdles of bringing new parts on-line while still keeping the existing parts flowing. Believe me, hurrying up the design process is most likely why we have the problems that we do now. I've never worked with an engineer worth his salt that didn't strive to do the best design possible. Its the bean counters that are typically responsible for short sighted decisions to save a buck.

*Squid* · 03-02-2005, 05:23 PM

Quote:

Originally Posted by Boone-Titan

Took mine in today for the second rotor turning/brake job at 15500 miles. The service manager told me that in a mtg yesterday, the regional rep talked about the new brake fix. The manager thinks the parts are available and is going to contact the rep. Should have an answer sometime tomorrow. I know that the shudder sucks but, Nissan has made an honest effort to keep us happy with TSBs while working a longer term solution. Maybe you whiners can go to the Nissan design center and show the boys how to $hit a fix for you. Problems like this take time to work through. There is more involved than many would believe like failure mode investigation, re-design, analysis, benchmark testing and validation of the fix not to mention the manufacturing hurdles of bringing new parts on-line while still keeping the existing parts flowing. Believe me, hurrying up the design process is most likely why we have the problems that we do now. I've never worked with an engineer worth his salt that didn't strive to do the best design possible. Its the bean counters that are typically responsible for short sighted decisions to save a buck.

Sad but true.

drags1998 · 03-02-2005, 05:33 PM

BRAVO!!!!!! BOONETITAN, Thats what I wanted to say,But MY HEART got in the way!!!!! I'm JUST SO SICK of CRYBABIES that I could PUKE!!!!!!!

Feimrte · 03-02-2005, 08:40 PM

Quote:

Originally Posted by Boone-Titan

Took mine in today for the second rotor turning/brake job at 15500 miles. The service manager told me that in a mtg yesterday, the regional rep talked about the new brake fix. The manager thinks the parts are available and is going to contact the rep. Should have an answer sometime tomorrow. I know that the shudder sucks but, Nissan has made an honest effort to keep us happy with TSBs while working a longer term solution. Maybe you whiners can go to the Nissan design center and show the boys how to $hit a fix for you. Problems like this take time to work through. There is more involved than many would believe like failure mode investigation, re-design, analysis, benchmark testing and validation of the fix not to mention the manufacturing hurdles of bringing new parts on-line while still keeping the existing parts flowing. Believe me, hurrying up the design process is most likely why we have the problems that we do now. I've never worked with an engineer worth his salt that didn't strive to do the best design possible. Its the bean counters that are typically responsible for short sighted decisions to save a buck.

Don't get me wrong guys, I know things take sometime to fix.
And yes, it hasn't cost me anything other than some time to get the truck repaired. And yes, the guys at my service department have been great; staying late so I can either pick-up or drop off the truck.

What I don't like is a different story each time I take the truck in or call the rep. @ NNA. I think what really didn't for me was when the rep. stated that the truck was safe, even after the brake pedal going all the way to the floor and the truck not stopping. Really didn't like having to avoid an accident on the freeway by turning off on to the shoulder and then into a field because the truck wouldn't stop.

What about a co-worker having the same problems and his truck has been 1 time more than mine and here's what he gotten: Rental car for 2 weeks while Nissan takes his truck for the new counter-measures, scheduled to be picked up this Friday by Nissan. $2000.00 check for his problems, written warranty stating that should the brakes have the same shudder problem within 15,000 miles that they will buy-back his titan. Here's my question: why are we all being treated differently by Nissan?

I would hope that they would be more understanding when somebody states that they feel the vehicle is "unsafe" and doesn't want to put family members in the vehicle. And not just state that " the service dept. wasn't able to duplicate the problem". I ask you this would you what to be the service guy that tasked with driving the truck at freeway speed hoping that the brake pedals works. Here's my question did they really try and duplicate the problem?

It really takes a lot to push me over the edge. All I ask is that Nissan treats me and how I feel with respect. I like eveyone else here just wants the problem fixed and to feel safe in their truck. I wish it didn't all have to come down to money.

rrumaner · 03-03-2005, 05:27 AM

Quote:

Originally Posted by Feimrte

What about a co-worker having the same problems and his truck has been 1 time more than mine and here's what he gotten: Rental car for 2 weeks while Nissan takes his truck for the new counter-measures, scheduled to be picked up this Friday by Nissan. $2000.00 check for his problems, written warranty stating that should the brakes have the same shudder problem within 15,000 miles that they will buy-back his titan. Here's my question: why are we all being treated differently by Nissan?

Maybe he was a little more polite or a little more patient on the phone.

I know that I have taken mine in twice for the brakes and both times I have been offered a rental at no charge and the fix worked for 10K miles. Am I going to start complaining to Nissan Corporate because I had to take it in? No, because they are fixing it each time and are actually working on a permanent fix which they will perform for free when it is ready.

I figure with a new design there are going to be problems and when you buy a vehicle in it's first year, you are accepting the job to be the guinie pig. If you don't want that responsibility, don't buy a first year vehicle.

TriKKy · 03-03-2005, 05:51 AM

No reason to get a lawyer before going to the BBB. Filing on your own is easy enough.

*Titan Critter* · 03-03-2005, 11:46 AM

yeah i think the whole asking for a rental car from now until summer was a bit over the top. my second brake job is tomorrow at 8800 miles. it's a pain in the butt for sure. yes, nissan has been trying to help by issuing the tsb, but it's not a good tsb in my opinion. each time you turn um, the quicker the same problem will happen again. it's like giving a guy with a broken arm a cough drop.

as long as they are taking care of my truck, i'm not going to complain too loudly. what i'd like to see out of the whole thing is a recall so everyone gets fixed without question and we can put an end to this sad chapter of the titan book.

Titan69 · 03-04-2005, 04:26 AM

Sorry, but I am on the side where the dealer sucks, lies about every thing they tell me, and most of the time do more damage than repairs. I have had mine in about 10 times for rattles in the dash (would have been less if they actually did the work), was told my trim around the instrument panal was supose to be crooked not flat against the instrument panal. Well the damaged my dash and after eight months replaced it and guess what the trim sits flat against the instrument panal. Have had the brakes done twice, lower hinge on passenger side king cab door replace because it was broken. The entire door panel has been replace twice and still does not fit properly. Driver seat cover on lower part of seat replaced. Complained about a loud clunk coming from the back of the truck twice and the following is what the dealer told me the clunk was. I first complained about this clunk within a couple months of getting the truck and was given a lame excuse for the noise. Tailgate not shutting properly, was told that the piece of steel that the tailgate pivots on was bent by me when my truck was wrecked. My truck has never been wrecked, no dents, scratches, and not paint missing. The piece that was bent mounts to the bottom corners of the tailgate and hold the round piece that the tailgate mounts on. There is no paint missing, if it was bent after it was painted the paint would be stress or cracked and flaking, none of this is happening. If I bent it my truck would be damaged bad!

So for all of you who are lucky enough not to have the problems some of us have, feel lucky.

For all of you who say suck it up. Stick it up yours. If you had the same issues on YOUR truck you would be pissed too.

rrumaner · 03-04-2005, 05:11 AM

Quote:

Originally Posted by Titan69

For all of you who say suck it up. Stick it up yours. If you had the same issues on YOUR truck you would be pissed too.

Watch it with that type of comment. Pissed off or not, there is no reason to say things like that here.

As far as dealers go, there are good ones and bad ones. You obviously have a bad one. I on the other hand have a very good one who has gone out of their way to make sure I am happy every time I stop in.

So as far as sucking it up, maybe it is a simple matter of switching dealers. If you are not able to do that, maybe you need to sit down with the service manager AND the owner of the dealership and explain that you are tired of the lousy service and expect better from now on.

Sometimes it takes a little bit of conversation with the parties involved instead of ranting about it here. I really doubt that your owner of the dealership reads this forum or knows your frustration level with his service department.

TriKKy · 03-04-2005, 05:12 AM

Quote:

Originally Posted by Titan69

So for all of you who are lucky enough not to have the problems some of us have, feel lucky.

For all of you who say suck it up. Stick it up yours. If you had the same issues on YOUR truck you would be pissed too.

I've had far more issues than you have, and have commented on them all. There is no reason to hijack this guys thread since you already have your own *****ing about things.

Also, maybe it is the "Stick it up yours" attitude that turns people. Isn't it amazing that both you and I have problems, and yet when I post I get sympathy etc and you post and get this. Hell, even I would tell you to suck it up at this point. Judging by your attitude right here, I can't imagine what you were like @ the dealership.

logicjunky · 03-04-2005, 05:59 AM

Quote:

Originally Posted by Titan69

Complained about a loud clunk coming from the back of the truck twice and the following is what the dealer told me the clunk was. I first complained about this clunk within a couple months of getting the truck and was given a lame excuse for the noise. Tailgate not shutting properly, was told that the piece of steel that the tailgate pivots on was bent by me when my truck was wrecked. My truck has never been wrecked, no dents, scratches, and not paint missing. The piece that was bent mounts to the bottom corners of the tailgate and hold the round piece that the tailgate mounts on. There is no paint missing, if it was bent after it was painted the paint would be stress or cracked and flaking, none of this is happening. If I bent it my truck would be damaged bad!

I have an '04 SE K/C and have had two of your issues, maybe I can help...

Okay, so CLEARLY you are ticked but the LOUD CLUNK (This will PISS YOU OFF EVEN MORE) is the covers on the utili-trac bed rails that are in the bottom of the bed of your truck. It probably happens when you step on the brakes, right? A little dab of some type of adhesive will hold them in place or you can just take the covers out like so many others have. (I looked at your profile and you have the utili-trac bed, that's how I know what your problem is.)

I had a dash rattle that my dealer fixed by lining just underneath the grates that cover my defrost vents with felt tape and there by securing the grates that were rattling.

The rest of your issues, sorry to hear you are having them.

Quote:

Originally Posted by Titan69

So for all of you who are lucky enough not to have the problems some of us have, feel lucky.

For all of you who say suck it up. Stick it up yours. If you had the same issues on YOUR truck you would be pissed too.

Lighten up, Francis...(CoachBoone would be proud of me right now.)

Now, I have had a more serious problem than you and I am okay with NNA and it probably has something to do with the dealer in my community. I have had two of your issues and the brake judder which is a much more serious issue when it comes to safety.

I still feel great about my truck and I'm sure it has a lot to do with the service that I get from my Nissan dealer. That's just the way the cookie crumbles man. It doesn't ever crumble the same way twice. I hope that you can find a dealer that will help you remain cool, calm, and collected and fix the problems you are having. I think that is where your biggest concern lies, in finding a dealer that is worth a hoot and will help you out. Best of luck...

(You should start a thread to complain about your dealer and service, BTW, not hi-jack somebody's thread about Nissan customer service that is not related to your service problems.)

Quote:

Originally Posted by Feimrte

Don't get me wrong guys, I know things take sometime to fix.
And yes, it hasn't cost me anything other than some time to get the truck repaired. And yes, the guys at my service department have been great; staying late so I can either pick-up or drop off the truck.

What I don't like is a different story each time I take the truck in or call the rep. @ NNA. I think what really didn't for me was when the rep. stated that the truck was safe, even after the brake pedal going all the way to the floor and the truck not stopping. Really didn't like having to avoid an accident on the freeway by turning off on to the shoulder and then into a field because the truck wouldn't stop.

What about a co-worker having the same problems and his truck has been 1 time more than mine and here's what he gotten: Rental car for 2 weeks while Nissan takes his truck for the new counter-measures, scheduled to be picked up this Friday by Nissan. $2000.00 check for his problems, written warranty stating that should the brakes have the same shudder problem within 15,000 miles that they will buy-back his titan. Here's my question: why are we all being treated differently by Nissan?

Feimrte,
I would take the Service Mgr on a ride with you to show him the problems you are experiencing. He seems super helpful and I would say you have been really patient with him, too. Nobody knows your Titan as well as you do. That way he can better understand what you are experiencing and do the best job possible in making it right for you.

I also agree with RRUMANER stated about how being polite and patient with NNA. It really does go a long way to follow those 3 C's (Cool, Calm, Collected) when dealing with something so frustrating in a customer service/service type of situation. I have worked in many a customer service role over the years (too much retail, sales) and I can tell I went the extra mile or was as patient as any customer was with me. Their attitude really determined how I reacted. Nice, polite people got the most help and helped first and more often because of their disposition. People that screamed and yelled and made a scene got the calm patient treatment, but I wasn't nearly as helpful to them. (Didn't break any company policies or bend the rules to help them out like I would for the patient super nice customers.

)

There also is a TSB available on the brake pedal linkage that I think is what you should have applied to your Titan.

http://www.infinitihelp.com/Ownershi.../NTB04-104.htm

I hope this helps. Good luck in getting your Titan taken care of!

akangl · 03-04-2005, 09:14 AM

I agree that Nissan has a not so nice attitude about customer service. My Titan is still in the shop, no parts in sight, haven't seen the truck in nearly a month (25 days to be exact). When the front diff first went out and we were stuck at the dealer I called Nissan and they told me that if we needed a rental we would have to pay for it out of pocket. In my book that's unfair since it wasn't my fault the truck was undriveable. The district rep authorized a 4WD rental for us and we are still driving it and its still costing Nissan $77/day.

I have not asked about the lemon law or anything yet, all I've asked is that my truck be fixed........the dealer and Nissan both say THAT is unreasonable......sheesh, I would hate to ask for a buyback.

Thankfully I've had no brake problems to date, not on this Titan or the other one.