Dear All my Nissan users ! .. Please read line by line .. I would like to organize India level Nissan users to discuss and fight with Nissan legally to solve all our issues.. Please join with me to dispose our Nissan cars and buy at least any ten year old used car. From: Devaraj Palanisamy Sent: 15 March 2014 09:49 To: Srini, vasan Cc: Ramani, Coimbatore-SM; [email protected]; Nissan, Customercare Subject: RE: Poor Customer service support or No after sales support - NISSAN Dear all, Please give immediate solution for Bluetooth support issue or replace this junk audio system with any working system . I am highly wasting my time to park my car to make calls without this.. Please do not force me to escalate and publish my issues with all to get good response from Nissan. Thanks Devaraj.P Sent from my Windows Phone ________________________________________ From: Srini, vasan Sent: 13-03-2014 16:23 To: Devaraj Palanisamy Cc: Ramani, Coimbatore-SM; [email protected]; Nissan, Customercare Subject: RE: Poor Customer service support or No after sales support - NISSAN Dear Sir, I have got all the details. As I mentioned in the previous mail, request you to kindly bear with us till next week. I shall revert back with detailed reply. Thanks for your understanding and cooperation Regards Srinivasan V Nissan Motors India (P) Limited Field Quality Manager Mobile: +91-9884937930 From: Devaraj Palanisamy [mailto:devaraj@kgisl] Sent: 13 March 2014 12:59 To: Srini, vasan Cc: Ramani, Coimbatore-SM; [email protected]; Nissan, Customercare Subject: RE: Poor Customer service support or No after sales support - NISSAN Dear Mr Srini, Please give reply with action plan. Thanks Devaraj.P From: Devaraj Palanisamy Sent: 12 March 2014 14:31 To: Srini, vasan Cc: Ramani, Coimbatore-SM; [email protected]; Nissan, Customercare Subject: RE: Poor Customer service support or No after sales support - NISSAN All done already on 11th Sent from my Windows Phone ________________________________________ From: Srini, vasan Sent: 12-03-2014 14:20 To: Devaraj Palanisamy Cc: Ramani, Coimbatore-SM; [email protected]; Nissan, Customercare Subject: RE: Poor Customer service support or No after sales support - NISSAN Dear Sir, Kindly give me the time till next week as we need to analyse your feed back. I shall reply in details once the investigation is over Please handover your car to Ramani NISSAN at your convenient time for investigation purpose Regards Srinivasan V Nissan Motors India (P) Limited Field Quality Manager Mobile: +91-9884937930 From: Devaraj Palanisamy [mailto:devaraj@kgisl] Sent: 12 March 2014 14:13 To: Srini, vasan; Nissan, Customercare Cc: Ramani, Coimbatore-SM; [email protected] Subject: RE: Poor Customer service support or No after sales support - NISSAN Dear sir,, Please give action plan and deadlines for each issue. Thanks Devaraj.p Sent from my Windows Phone ________________________________________ From: Srini, vasan Sent: 12-03-2014 11:37 To: Devaraj Palanisamy Cc: Ramani, Coimbatore-SM; [email protected] Subject: FW: Poor Customer service support or No after sales support - NISSAN Dear Mr.Devaraj, Thanks for the courtesy extended during my visit to Coimbatore As we discussed during our visit, Mr.Ravi from Ramani Nissan shall call you for picking up your vehicles for inspection purpose at your convenient time Thanks for your understanding and co-operation Regards Srinivasan V Nissan Motors India (P) Limited Field Quality Manager Mobile: +91-9884937930 ________________________________________ From: Devaraj Palanisamy Sent: 24-02-2014 13:57 To: [email protected] Cc: [email protected] Subject: Poor Customer service support or No after sales support - NISSAN Dear Sir, Im a recent Nissan Terrano customer, so let me give you a quick background about myself. Our familly owns about 5 cars and after a lot of debate and deliberations and more than 1 year of painstaking research, I zeroed in on Nissan Terrano and became a proud owner of this majestic beast just about 2 months back. It is also important to point your attention to my professional work experience. I have been managing infrastructure and IT for a big group of companies for the last 20 years where a some part of my responsibility was to identify, buy and manage a big fleet of vehicles including but not limited to hatch back car, luxury car, sports car, commercial utility vehicles, buses, and other heavy duty vehicles like JCB, lorry, truck, etc. Also, to help you understand my driving background, I have a total experience of 3,00,000 km + spread across multiple top brands like Toyota, Volkswagen, Honda, Maruti Suzuki, and other SUVs. It is in this context that I want you to read further through this email. Trouble started from day 3 for me when I experienced some rattling sound from the bonnet. You will be amused to hear that I took the vehicle to the service center THRICE only to be assured every time that the problem is resolved but only to return shortly. I was finally relieved when this problem was arrested on the 4th attempt! I have several questions to ask here - why is it that it took FOUR attempts to resolve this simple issue? Was it because your engineers are not skilled enough or they simply didnt care? What impression are you creating in the market by such mishaps? That Terrano is a faulty machine? That Nissan is an unreliable brand? Now, on to my second issue...as you may have realized by now, I love driving and as soon as I laid my hand on this beautiful vehicle, I chanced upon an opportunity to travel to Chennai and oh! Boy, what a harrowing experience I had! The head lights were acting cranky, with the right one on the trajectory at about 20 feet from the foot of the car and the left one falling at about 10 feet from the foot of the car. Now as you may imagine, this created a perfect imbalance in distribution of light between the right and left sides, thereby making it extremely difficult and dangerous to drive during night times. I managed to reach my destination through some skillful and slow driving and tail gating other vehicles to borrow some light for visibility. The series of incidents following this particular incident were even more bizarre. Nissan service center has attempted several times now to fix this light focus issue but in vain. My numerous calls to customer service call center has not yet yielded any results, with each ticket requiring a follow-up call from my end and ironically every ticket being closed without my knowledge and of course no resolution. Interestingly enough, all calls promised a call back within 24 hours and strangely enough not even once did I get a response from Nissan. Every time, I will make a follow-up call only to hear the same scripted response and the last few occasions to my horror I had to contend with hearing the fact that my ticket has been closed! So why do you have a call center that doesnt respond and follow through on their promises? What exactly happened to all my tickets? Why are your call center agents closing tickets on their own? Dont you have a monitoring mechanism for multiple calls originating from the same source at such frequency? What is your escalation matrix? I think as a customer who has invested in your product, I need proper answers to all these questions. Now again a week back, I was on a road trip and got stuck with the same problem with the focus of the headlights totally off and as a result the right light was projecting across the road in the opposite direction and the left light was falling off 10 feet from the foot of the car which essentially meant I was forced to drive with very limited visibility on one of the busiest NHs. On top of this, the high beam light became dysfunctional as well. I just cant believe: what Im going through and that Nissans workmanship is so poor! Another issue I have been facing is with the audio player. One, my Nokia Lumia Windows phone is not syncing with Blue Tooth except paring. It keeps getting rebooted automatically. Two, when I attempt to have a multiparty conference call, my first call gets disconnected immediately. Three, the player was never working and then when it started working, the title display and the song were not syncing ( If I select Tamil song ‘A’ it will play song ‘Z’ and text tile display for song ‘A’ video proof has been given to Coimbatore show room). Four, it does not seem to read the USB stick at all. I have again escalated this to the service center and I believe they are still doing R&D on this one. Ironically, for the multiparty conference call, I was told by your service engineer not to attempt it while driving - what a joke! If you think this is a problem only with this particular service center, Im not so sure of it since apparently based on what Im hearing, even engineers from Chennai have not been able to figure out any of the above issues. I would be lying if I said anything else about the car since its performance has been superb. However, I wonder how and why this model was rolled out if it had so many basic inadequacies. The least I expect now is a complete overhaul and some responsible follow-up from Nissan. I am ready to give away the car for further testing (at my cost) to fix these bugs since I dont want to get killed or kill others because of all these defects. Month of Purchase : December 2013 Current Odometer Reading : 7800 Km Complaints Summary : 1- Very Poor headlight and not suitable or advisable for Night Drive (Highways or road width more than 15 feet) 2- High Rattling started in all Doors after 5000 Kms 3- Junk Audio system worth of Rs 999 and equal to local Delhi street made box. 4- Nissan Toll free customer care works only for advertising and audio mode sales promotion during 1 to 30 min call waiting and not to give any solution. Expectation from My side. 1- Immediate reply mail with further action plan and individual status of actions taken already for my previous registered complaint calls with customer care ( No : 1800-209-4080 ). 2- Valid Reason for No response from customer care for all my calls. 3- Stand by vehicle with minimum good lights and audio system to support Bluetooth connectivity . 4- Customer service escalation matrix with TAT for better understanding of Nissan customer support . My Planned action plans for further No response from Nissan within next 24 hours. 1- Seeking help from all media to get response. 2- Publishing this into all social network to seek help . 3- Park my Car at Gate of Coimbatore Nissan Show room with required banner advertisement 4- Fixing Extra lights or 4 feet tube light using mini generators to Drive further if required for my emergency . Yes, that Terrano is a let-down is difficult to digest but what is even more petrifying is your quality of customer service and your response times. I expect to hear from a responsible person on all of my points above and will not rest until Im satisfied with the responses. Thank you without satisfaction ! Devaraj.P Vice President – Infrastructure KG Information Systems Private Limited KG Campus Saravanampatty Coimbatore – 641035 India Mobile : 91-9344870707
Posted on: Mon, 17 Mar 2014 11:56:24 +0000
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