Wasted trip to the service Department Part 1,2

Skyhammer

New Member
last week I was in Eureka on business. I had with me a TSB printed out for my Titan. I stopped in at the service Department to make an appointment to have the TSB done, and to make sure that the parts were in stock so I wouldn't have to make an unnecessary trip. The TSB concerned" poor A/C cooling during idle conditions". There were different procedures for correcting this problem depending upon the build date of the truck, and what options it had. All of this was clearly stated in the TSB I gave to the service writer. As luck would have it,my truck required the most extensive repair. The service writer and I walked across the street to verify my vin# (he wouldn't believe me). The service writer them went to a computer to look at the TSB's on your system, low and behold it was the same as the one I had given him. The service writer then made an appointment for me at 8AM Aug.3. I asked the service writer to verify that the parts were in stock, as I did not want drive over 150 miles for nothing. Service writer said no problem with parts.

Aug 3 8AM I enter the service department with my truck. A few minutes later I am sitting in the showroom and I see my truck driven across the street into your parking lot...... where it sits for 1 hour and 15 minutes. Keep in mind I had to get up at 4:30AM to show up on time, and my truck doesn't get worked on until nearly 10AM.At this point I could see that there were problems headed my way. A few minutes after my truck goes into the service department for the second time, I am told that parts have to ordered. Guess what? The parts that needed to ordered are the very same parts I pointed out to the service writer the week before!!! WTF!!! It is bad enough that this happens once, but this is at least the 4th time this has happened. I have driven over 600 miles for nothing!!!,other than the total incompetence of the service writer.

Here is another example:Dec1,05, Part of the deal when I bought my 05 Titan ( I had an 04 Titan also), was that an Aluminum Diff. cover would be included in the price, as early build 05's had the steel cover. When the diff. cover was ordered I told them that they had to make sure that they ordered longer bolts, plugs, and a brake line bracket. I told them that if they just ordered the cover, that is all we would get. They said that they didn't have the part #'s in their system. I told them I knew that, other people had them same problem. To avoid them same problem occurring, I told them that they had to call Nissan Parts and order over the phone, I even had the part #'s to make the job easier.

3 months later, I get a call, your diff. cover is in. I make an appointment 8AM. I get to the service department. A few minutes later I am told, you guessed it, there is a diff. cover with no plugs, no bolts, no brackets. WTF, I couldn't believe it. After all the time I took to make sure this wouldn't happen, nobody listened to a word I said and they did what they wanted. 3 more months go by. I get tired of waiting for the service department to call me and tell me the parts are in. I call up the service department, and nobody has any idea what I am talking about. Diff. cover, what diff. cover?After a hour or so of calling and being called back they find the cover and parts which have been in for God only knows how long.

It is now the first week of July (7 months to get a part. I know the parts were available long before that. In May I was in a Santa Rosa Nissan dealer ship, and they had piles of the diff. covers in their parts department. That dealership is giving everyone with an 04 an 05 diff. cover for free).Now, listen to this. I drive into the service department 8AM to finally get my diff. cover installed. The service writer meets me as I am getting out of the truck. I tell him who I am (he should know by now), and why I am there. The service writer asks me what kind of vehicle I have!!!! We are standing in front of my truck, how could you not know what it is, how many full sized trucks does Nissan make?To make matters worse, I find out that the service writer owns a Titan, but apparently doesn't know one when he sees one!!!! MORON!!!!!

Now I am told that when the parts come in they will call me, I won't hold my breath on that one. The mechanics to good work, but their reputation is being tarnished along with the dealership itself for a ****ty service department. You need to get Bill out of retirement to whip the service Department back into shape.Get Jessie back to teach the service writers what service is all about. Bill made it a point to talk the customers. I have no idea who is in charge of the service department now, I don't know where he hides out at.

The service writer I have dealt with the past month or so is a young Hispanic kid who must have been dropped on his head to many times when a kid.

The sad part of all of this is that all of the problems were so minor. My truck performs just fine, just a few minor problems that get exacerbated by morons. I am really appalled that the service department has gone so far down hill in the last 5 years or so.

If you won't fix how the service department works, at least put a big NO in front of the service department sign.....at least people will know what to expect.... that is NO SERVICE!!!!

I am not looking for anything free. I just think that going to the service department should be better that having a prostate exam. At this point I would rather have a prostate exam every day rather than going to the service department



Insincerely

Bill





Part 2.



Your pre-delivery check list is joke and possibly a scam, since I understand that Nissan pays you to perform the inspection. I believe that no one even looked at my truck while they were filling out the checklist. Why do I say that? They checked the spot where they said they checked the inflation of the tires. If they did then they are morons, if they didn't they are liars. Why you say? Everyone of my tires was inflated to 75psi, max. pressure as listed on the tire is 35psi. I checked the oil when I got home, barely showing on the dipstick, it took a quart and half to bring it between the high and low marks. The check list said they checked it,if they did check the oil level wouldn't you think that they would have put some oil in if was barely showing on the dipstick? Apparently not, I guess just checking it is enough the hell with correcting any problems.

I know that nobody checked the differentials, transfer case or transmission levels. Nissan puts paint on every bolt at the factory. There is no way anybody could have put a wrench on those bolts without scuffing the paint.

This check list is signed by a Technician and get this, a quality control inspector!!! what a CROCK!



Insincerely

Bill





As a result of my letters to McCrea Nissan in Eureka CA., the Service writer has been fired. They then hired away the Toyota service writer. When I called up to make an appointment for the air conditioner TSB, the new service writer said he had a post it note on his computer about me.

The note instructed him to give me the keys to any car on the lot to drive while they were working on my Titan.

I said thanks but no thanks. I am going to stay right here and watch. The sales manager wanted me out of the show room because I have been telling every potential customer about their terrible service department.

I told them that since they have a new service writer, I would hold my tongue until I see if they have improved their service. Everything went just fine. I think they have finally fixed the problem.

I had the same problem with my 04 Titan. In the 16 months that I have owned a Titan, I figure I have driven over 2000 miles to the dealer for nothing. That is not counting the trips to the dealer where I actually got something done.

What really got the ball rolling was when I sent these emails (edited for language) to the local newspaper. They printed them as letters to the editor.

In conclusion, be persistent, raise hell, take no prisoners. The owner asked me if I was happy with the changes. I told him he was on the right track, but if he really wanted to make me happy, he would go to the service department and bring me some heads in a sack. Now that would put a smile on my face.

I know some of you will think I am mean and nasty. But after several months of being nice, and accepting the fact that everyone screws up now and again, I had had it.
 

Agent47

New Member
[quote name='Skyhammer']I know some of you will think I am mean and nasty. But after several months of being nice, and accepting the fact that everyone screws up now and again, I had had it.[/quote]

all i can say is, i certainly feel your pain and have personally, on several occassions, experienced just that... incompetence. the service writers are trained on how to push sales and convince customers that they need services done. unfortunately, not enough, if any, attention is paid to obtaining customer satisfaction. also service writers have a "holyier than thou" attitude as if all customers are mechanically-illiterate. i've been through 2 other service writers till i found one that is straightforward, realistic and diligent. funny thing is, she's a female and she gets sh:t done for me everytime i have a problem. good service writers, in my opinion, are diamonds in the rough. to have to be inconvenienced the way you were Hammer is intolerable and everyone can associate with you. i'd be livid if i had to drive over 600 miles and have to go through the bullsh:t you've had to go through. hopefully they're getting their act together and they can provide you with better service! is there not another dealership that can provide you service elsewhere thats of the same amount of driving distance?
 

dragonhead08

New Member
I dont think your being mean or nasty. I got rid of my chevy because of poor service. My titan has been in the shop a few times already for TSB's but I have zero complaints about the service. I was so happy with the attention to detail the mechanic had on my truck I even gave him a "red envelope" (its a chinese thing).
 

honeykeeper

New Member
Skyhammer what a story!!! I hope any future service work done on your Titan goes very smooth. You need a better closer dealership to do the work on your Titan and some compensation from that dealership for all the screw-ups!!! No matter how nice you were they just were incompetent and wasted your time. <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/013.gif' class='bbc_emoticon' alt=':smt044' /> <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/010.gif' class='bbc_emoticon' alt=':smt044' /> Best of luck and I hope your Titan treats you well now. <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/003.gif' class='bbc_emoticon' alt=':smt044' />

Peace-Tom <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/cheers.gif' class='bbc_emoticon' alt=':smt078' /> Highland Beer <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/cheers.gif' class='bbc_emoticon' alt=':smt044' />
 

Skyhammer

New Member
Dealers(some of them) seem to forget that after the sale, the customers main contact with the dealer is through the service writer. If the service writer is incompetent or a moron it gives the dealership a bad name and they will lose customer loyalty because of it.

The only other dealer is 200 miles away. A 400 mile round trip is just to far.
 

honeykeeper

New Member
My dealer is about 45 miles away round trip....the next is about 60 miles away round trip.......that was my limit when considering the NISSAN verses Toyota which was slightly farther... Ford is only about 7 miles away but I never wanted a new one.........I'm absolutely glad I chose the NISSAN Titan.......tomorrow morning my Titan goes in for the first front rotor turning and to attempt to find a rattle in the drivers door area as well as the rattle under the hood somewhere. At least I'm not bringing the Titan in on a Monday or Friday for service!! <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/003.gif' class='bbc_emoticon' alt=':smt003' /> So is your Titan all fixed for now Skyhammer? I hope it is no-problems for a long time for you. <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/006.gif' class='bbc_emoticon' alt=':smt006' /> <img src='http://www.titanspot.com/Titan/public/style_emoticons/<#EMO_DIR#>/001.gif' class='bbc_emoticon' alt=':smt004' />
 

Skyhammer

New Member
Honeykeeper; Yep, my Titan is fixed and in fine shape. I have had no major problems with the 05. Just a few minor problems that were prolonged and exacerbated by a poor service department. The only big problem I have had with the 05 was that the ABLS didn't work. They replaced the ABS unit and everything is fine(took 4 trips to dealer,I could tell a story about that one also). Fixing the "window when in up position squeak" while not a major problem, was very high on the annoyance factor scale.
 
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