oceanblu
05-21-2006, 02:15 PM
InTeresting topic and hopefully I will be able to save some time for the next time I go for service on my Titan.
I purchased my vehicle from Antwerpen Nissan in Clarksville Maryland...middle of May in 05. Intially everything went fantastic. From the sales staff to the service staff, everyone seemed to be on top of everything. Recently however the picture they portay has taken a much darker view. will post intial scenarios and let others decide if this is right or wrong...
FYI I get free oil changes and washes for life of vehicle....
First few oil changes went fantastic... and on a regular service I mentioned to the service manager that my drivers side door handle was sticking... He said he would have someone check it out. an hour later when vehicle was done manager informed me that the doors have a service bulletin out for replacement and I would need to leave vehicle with them for a few hours to get it taken care of... No problem... told him I needed to call to reschedule an appt due to setting up ride share with my wife.
Made the appt. about a month later due to schedule at the dealership... Additionally, when I made the appt I also told them I had a vibration when I stepped on the brakes... Dropped vehicle off the night before the appt... was called about 4pm telling me vehicle was ready to be picked up and another appt was needed to repair door handles as the parts are vin specific for ordering... I was like WTF... I had vehicle in here a month before for this and service manager informed me then that they needed to take care of this and were ordering parts. Service person put manager on phone... he appologized and asked if it was possible to leave vehicle overnight and they would take care of it asap. No problem I told them... got phone call next day.... doors were repaired and vehicle was ready...
Checked reciept, brake calipers, rotors and pads replaced for a service bulletin... (Why no one called is beyond me... for this is a serious safety issue) but was a minor thing as it is fixxed... door handles replaced due to service bulletin... some trailor wiring something replaced due to service bulletin... and window switch motors replaced due to inconsistancies with them....
After reading repair slip I was impressed... they repaird a couple things which were not on the order, so the oversight of ordering parts was forgotten. Still confident in my dealerships ability to take care of my vehicle in a reasonable amount of time.
A few days later my wife went to open the passenger door and at that time I found out that my electronic door locks did not work on the passenger side... and that the drivers door handle was sticking again...
So, I call the dealer, make the appt... drop truck off on a Thursday night (night owl drop off).... next day no phone call from dealership and so I contacted them at about 4:30pm... get front desk, ask to be passed to service... get answering machine... leave message... wait another hour figuring that the vehicle will be ready late... still no call, call dealership again... get answering machine... so I Drive up to dealership... see service manager outside with someone and just wave as I go inside... service rep says there is a problem with telephones when I ASK and says vehicle is just about done... and that I will need to bring back as the dor handles are a service bulletin repair... I inform him this has already been done and that the repair is not working properly..... he has no clue at this time that repair has been done once...
Additionally, the door lock is still not repaired... service manager comes in and asks if it is possible to leave vehicle over the weekend and they will get on it first thing Monday AM... no problem I say... you all keep it till it is repaired and just keep me posted on the telephone... at which time I also gave them my cell number in case I was not home for message....
Monday afternoon I call service and speak to service manager who informs me that truck will be ready in about 15 minutes.... tech is putting it back together now.. no problem... I ask what time is latest I can pick up vehicle... am told 8:30pm is latest... that Sales will have keys... Well, I get there about 8pm... check repair order... says parts are needing to be ordered.... which is contrary to what manager told me on the phone... Sorry when you tell somoene vehicle is ready... I take that to mean it is repaired... CHeck door locks... still not working... door handle still sticking.... and Vehicle is filthy outside... (typically service washes vehicle after repair) So needless to say I am very upset with this as I specifically told service manager on Friday that they could keep vehicle till it was repaired...
go back into dealership and asked to speak to manager... instead person I talked to calls service manager who at this time is all apologetic and promising me everything that he can after I told him everything which was discussed... he said absolutely that I was correct and service rep said he called me to tell me I needed to make another appt... ( a call I never received) so, I told manager they can keep truck till parts are installed and working... and that I hope vehicle is clean.... and tell him I dont know whats going on lately but the quality of the service I am receiving has gone down the tubes... at this time he apologizes to me and assures me the vehicle will be repaired asap... and that he will personally see to the vehicle being washed inside and out.. (minor detail)
Tuesday... service rep leaves message that parts are on order...
Weds, 2 calls service rep says parts on order and parts delivered...
Thurs.... service calls and says parts on 3pm shipment... calls again at 5pm saying vehicle is ready...
Pick it up at 8pm... doorlocks work... but... door handle still sticks... says was replaced... and vehicle looks like a 12 year old washed it.... on top of the inside not being touched...
So to end this nightmare... I contacted customer services and filed a complaint as I feel the dealership is just feeding me lip service etc... and that the work is not being completed in a timely fashion and the quality of the work being done is substandard... considering the dealership had my vehicle for a week.... Yes, I realize mine is not the only vehicle in service, but think a week is an extreme amount of time to fix the door lock switch...
Now, if anyone can help who lives in the central md area... am looking for a dealership who does care about the customer and the quality of the work they do... I could care if I get my free oil changes now as I have lost all faith with Antwerpen dealerships now... oh, and does it sound like I am being unreasonable in regards to the service I received?
I purchased my vehicle from Antwerpen Nissan in Clarksville Maryland...middle of May in 05. Intially everything went fantastic. From the sales staff to the service staff, everyone seemed to be on top of everything. Recently however the picture they portay has taken a much darker view. will post intial scenarios and let others decide if this is right or wrong...
FYI I get free oil changes and washes for life of vehicle....
First few oil changes went fantastic... and on a regular service I mentioned to the service manager that my drivers side door handle was sticking... He said he would have someone check it out. an hour later when vehicle was done manager informed me that the doors have a service bulletin out for replacement and I would need to leave vehicle with them for a few hours to get it taken care of... No problem... told him I needed to call to reschedule an appt due to setting up ride share with my wife.
Made the appt. about a month later due to schedule at the dealership... Additionally, when I made the appt I also told them I had a vibration when I stepped on the brakes... Dropped vehicle off the night before the appt... was called about 4pm telling me vehicle was ready to be picked up and another appt was needed to repair door handles as the parts are vin specific for ordering... I was like WTF... I had vehicle in here a month before for this and service manager informed me then that they needed to take care of this and were ordering parts. Service person put manager on phone... he appologized and asked if it was possible to leave vehicle overnight and they would take care of it asap. No problem I told them... got phone call next day.... doors were repaired and vehicle was ready...
Checked reciept, brake calipers, rotors and pads replaced for a service bulletin... (Why no one called is beyond me... for this is a serious safety issue) but was a minor thing as it is fixxed... door handles replaced due to service bulletin... some trailor wiring something replaced due to service bulletin... and window switch motors replaced due to inconsistancies with them....
After reading repair slip I was impressed... they repaird a couple things which were not on the order, so the oversight of ordering parts was forgotten. Still confident in my dealerships ability to take care of my vehicle in a reasonable amount of time.
A few days later my wife went to open the passenger door and at that time I found out that my electronic door locks did not work on the passenger side... and that the drivers door handle was sticking again...
So, I call the dealer, make the appt... drop truck off on a Thursday night (night owl drop off).... next day no phone call from dealership and so I contacted them at about 4:30pm... get front desk, ask to be passed to service... get answering machine... leave message... wait another hour figuring that the vehicle will be ready late... still no call, call dealership again... get answering machine... so I Drive up to dealership... see service manager outside with someone and just wave as I go inside... service rep says there is a problem with telephones when I ASK and says vehicle is just about done... and that I will need to bring back as the dor handles are a service bulletin repair... I inform him this has already been done and that the repair is not working properly..... he has no clue at this time that repair has been done once...
Additionally, the door lock is still not repaired... service manager comes in and asks if it is possible to leave vehicle over the weekend and they will get on it first thing Monday AM... no problem I say... you all keep it till it is repaired and just keep me posted on the telephone... at which time I also gave them my cell number in case I was not home for message....
Monday afternoon I call service and speak to service manager who informs me that truck will be ready in about 15 minutes.... tech is putting it back together now.. no problem... I ask what time is latest I can pick up vehicle... am told 8:30pm is latest... that Sales will have keys... Well, I get there about 8pm... check repair order... says parts are needing to be ordered.... which is contrary to what manager told me on the phone... Sorry when you tell somoene vehicle is ready... I take that to mean it is repaired... CHeck door locks... still not working... door handle still sticking.... and Vehicle is filthy outside... (typically service washes vehicle after repair) So needless to say I am very upset with this as I specifically told service manager on Friday that they could keep vehicle till it was repaired...
go back into dealership and asked to speak to manager... instead person I talked to calls service manager who at this time is all apologetic and promising me everything that he can after I told him everything which was discussed... he said absolutely that I was correct and service rep said he called me to tell me I needed to make another appt... ( a call I never received) so, I told manager they can keep truck till parts are installed and working... and that I hope vehicle is clean.... and tell him I dont know whats going on lately but the quality of the service I am receiving has gone down the tubes... at this time he apologizes to me and assures me the vehicle will be repaired asap... and that he will personally see to the vehicle being washed inside and out.. (minor detail)
Tuesday... service rep leaves message that parts are on order...
Weds, 2 calls service rep says parts on order and parts delivered...
Thurs.... service calls and says parts on 3pm shipment... calls again at 5pm saying vehicle is ready...
Pick it up at 8pm... doorlocks work... but... door handle still sticks... says was replaced... and vehicle looks like a 12 year old washed it.... on top of the inside not being touched...
So to end this nightmare... I contacted customer services and filed a complaint as I feel the dealership is just feeding me lip service etc... and that the work is not being completed in a timely fashion and the quality of the work being done is substandard... considering the dealership had my vehicle for a week.... Yes, I realize mine is not the only vehicle in service, but think a week is an extreme amount of time to fix the door lock switch...
Now, if anyone can help who lives in the central md area... am looking for a dealership who does care about the customer and the quality of the work they do... I could care if I get my free oil changes now as I have lost all faith with Antwerpen dealerships now... oh, and does it sound like I am being unreasonable in regards to the service I received?