Consumer Affairs Nightmare
11-11-2010, 09:41 PM
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Consumer Affairs Nightmare
Looking for some experienced advice here gang. I bought my 2010 G37 Convertible in May, and immediately (next day on my way to Florida) had trouble with the roof leaking near where the corners of the windshield meet the top. I took the car in a week after purchase when I got home, and the dealer here in Memphis has been exceptional. They made some adjustments on the top, and after a couple of days, I was back on the road.
Unfortunately, I had another issue with the top a couple of weeks later. The top would not come back up! The dealer had to tow the car in because the top was stuck half way. While trying to fix the top with the help of the "design team", it had to be removed. During the process, they scratched to paint pretty bad on the trunk lid and had to send it out for paint, twice because it didn't look good the first go round.
I got the car back and it rained a few days later. Of course it was leaking again, same place as before. Infiniti took the car back, and had the "design team" make some more adjustments including adding shims to the latching mechanism. While there, we reported problems with the seat belts not retensioning properly which caused the door panels to get cut. They replaced the panels, and supposedly replaced the seat belt tensioners.
We went a couple of months with no rain. During that time, the seat belts made a fe more marks in the door panels because they were not retensioning properly again. Then it rained. You guessed it. Roof still leaks.
I called consumer affairs 3 weeks ago to file a report and find out how to proceed. They took 2 weeks to gather information frm the dealer (who has been great to work with). Then, since the car is in my wife's name, someone called her to go over our options. My wife asked that they cll me, and the "gentleman" told her that she was more than capable of relayingany information to me and he was not going to call me to repeat himself. I spoke with him today, and let him know my disappointment with his treatment of her. He basically blew it off and started telling me my option (one and only)
I am supposed to let their "Technical Specialist" look at the car now, because I have been assured that his expertise is superior to the local dealer and the design team, and that this would be the last attempt at fixing the problem because he was confident that it would be resolved. While I have some obvious problems with this solution, I was willing to follow that procedure as long as he could provide this action plan, with the next step being to replace the car in writing. When I suggested this, the guy chuckled and said I "wouldn't be getting anything in writing".
What can I expect from Infiniti to correct this. I've been told by consumer affairs that this guy is he only person that is available to me, and that no one else is above him. Who else at Infiniti can I get in touch with? Short of this guy being CEO, there must be someone higher up.
Unfortunately, I had another issue with the top a couple of weeks later. The top would not come back up! The dealer had to tow the car in because the top was stuck half way. While trying to fix the top with the help of the "design team", it had to be removed. During the process, they scratched to paint pretty bad on the trunk lid and had to send it out for paint, twice because it didn't look good the first go round.
I got the car back and it rained a few days later. Of course it was leaking again, same place as before. Infiniti took the car back, and had the "design team" make some more adjustments including adding shims to the latching mechanism. While there, we reported problems with the seat belts not retensioning properly which caused the door panels to get cut. They replaced the panels, and supposedly replaced the seat belt tensioners.
We went a couple of months with no rain. During that time, the seat belts made a fe more marks in the door panels because they were not retensioning properly again. Then it rained. You guessed it. Roof still leaks.
I called consumer affairs 3 weeks ago to file a report and find out how to proceed. They took 2 weeks to gather information frm the dealer (who has been great to work with). Then, since the car is in my wife's name, someone called her to go over our options. My wife asked that they cll me, and the "gentleman" told her that she was more than capable of relayingany information to me and he was not going to call me to repeat himself. I spoke with him today, and let him know my disappointment with his treatment of her. He basically blew it off and started telling me my option (one and only)
I am supposed to let their "Technical Specialist" look at the car now, because I have been assured that his expertise is superior to the local dealer and the design team, and that this would be the last attempt at fixing the problem because he was confident that it would be resolved. While I have some obvious problems with this solution, I was willing to follow that procedure as long as he could provide this action plan, with the next step being to replace the car in writing. When I suggested this, the guy chuckled and said I "wouldn't be getting anything in writing".
What can I expect from Infiniti to correct this. I've been told by consumer affairs that this guy is he only person that is available to me, and that no one else is above him. Who else at Infiniti can I get in touch with? Short of this guy being CEO, there must be someone higher up.
11-11-2010, 09:50 PM
#2
Wow sorry to hear you are going through this. I have had a small leak issue in the drivers tweeter myself that is getting worked on later.
Are you trying to envoke the lemon law? IF you are then it may be time to lawyer up. If not then, I'd say lets see what happens after the specialist looks at it. I have not heard of a leak in that area before. Its always been in the tweeter area or bottom part of the window area toward the front. I could be wrong.
Also, welcome to Myg37.com.
Are you trying to envoke the lemon law? IF you are then it may be time to lawyer up. If not then, I'd say lets see what happens after the specialist looks at it. I have not heard of a leak in that area before. Its always been in the tweeter area or bottom part of the window area toward the front. I could be wrong.
Also, welcome to Myg37.com.
11-11-2010, 09:58 PM
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Thank you for the reply. I have not spoken with an attorney or invoked the lemon law, but I have started the process of Certifed Letter notification to Consumer Affairs informing them of that intent.
I have also noticed water dripping near the tweeter on the passenger side of the door, but was told that is was originating from the same area at the top of the windshield. There is a channel that runs across the top of the windshield to catch water that is supposed to drain through the "downtubes" at each side of the winshield. It seems that the water when raining heavily is too much for the downtubes causing overflow.
Hope you get yours fixed. This car was a dream car for me that is becoming a nightmare. I would love to be able to keep it, but for the money I spent, i can't live with water dripping on my leg.
I have also noticed water dripping near the tweeter on the passenger side of the door, but was told that is was originating from the same area at the top of the windshield. There is a channel that runs across the top of the windshield to catch water that is supposed to drain through the "downtubes" at each side of the winshield. It seems that the water when raining heavily is too much for the downtubes causing overflow.
Hope you get yours fixed. This car was a dream car for me that is becoming a nightmare. I would love to be able to keep it, but for the money I spent, i can't live with water dripping on my leg.
11-12-2010, 01:49 PM
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I'm glad it doesn't rain that much here in SOCAL, but I notice it leak at the car wash in that same spot. Looks like a design flaw in the seal to me.
We are getting to rainy season here and I'm going to address this when I go in for an oil change.
We are getting to rainy season here and I'm going to address this when I go in for an oil change.
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11-12-2010, 08:40 PM
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wow. keep calling inifiniti and insist on being transfered to a supervisor. Keep doing that til you hit the roof. Explain the situation to them.
Call back twice a day if you have to. As sad as this may sound, persistence pays off when you are dealing with Corporate America.
Call back twice a day if you have to. As sad as this may sound, persistence pays off when you are dealing with Corporate America.
11-12-2010, 09:04 PM
#9
wow. keep calling inifiniti and insist on being transfered to a supervisor. Keep doing that til you hit the roof. Explain the situation to them.
Call back twice a day if you have to. As sad as this may sound, persistence pays off when you are dealing with Corporate America.
Call back twice a day if you have to. As sad as this may sound, persistence pays off when you are dealing with Corporate America.
11-13-2010, 02:53 PM
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I agree that persistence and patience can pay off in the end, but sometimes, big companies don't listen no matter what. In that case, may require legal representation and maybe they will treat you differently.
11-17-2010, 12:44 AM
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Thank you for the reply. I have not spoken with an attorney or invoked the lemon law, but I have started the process of Certifed Letter notification to Consumer Affairs informing them of that intent.
I have also noticed water dripping near the tweeter on the passenger side of the door, but was told that is was originating from the same area at the top of the windshield. There is a channel that runs across the top of the windshield to catch water that is supposed to drain through the "downtubes" at each side of the winshield. It seems that the water when raining heavily is too much for the downtubes causing overflow.
Hope you get yours fixed. This car was a dream car for me that is becoming a nightmare. I would love to be able to keep it, but for the money I spent, i can't live with water dripping on my leg.
I have also noticed water dripping near the tweeter on the passenger side of the door, but was told that is was originating from the same area at the top of the windshield. There is a channel that runs across the top of the windshield to catch water that is supposed to drain through the "downtubes" at each side of the winshield. It seems that the water when raining heavily is too much for the downtubes causing overflow.
Hope you get yours fixed. This car was a dream car for me that is becoming a nightmare. I would love to be able to keep it, but for the money I spent, i can't live with water dripping on my leg.
That is what happened with me Lexus is250 vert last year. Lexus tried to fix it five times and couldn't. All I did was contact the attorney. Didn't argue with anyone at Lexus or any other agency. Four months later I became the proud owner of an Infiniti vert and it is solid!
Don't pull your hair out. That is what the attorney does!
11-17-2010, 10:06 AM
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Don't get me started!
When the dealer told me that there was nothing they could do about the non-retracting seat-belts damaging the door panels they gave me the Infiniti consumer help number. I called and talked to a douche who refused to escalate the issue. I asked for his manager and he told me that he wouldn't give me the guy's name or number.
I called Nissan corporate, talked and complained to a few people and ultimately was transferred to the Infiniti dept.
Guess who answers the phone? You got it, the same a**hole I had spoke to previously. This time he was rude and said that he had determined that Infiniti was not going to repair anything to do with seat-belts.
Luckily for us, here in Alberta, there is a government watchdog group which mediate issues between customers and car dealers. It is a free service and dealers must accept the biding arbitration. Unfortunately, I have no problem with my local dealer, who's after all very decent, it is Infiniti I want resolution from. I have sent an email to Nissan corporate asking to talk with someone else beside the dork who answers the Infiniti help line.
When the dealer told me that there was nothing they could do about the non-retracting seat-belts damaging the door panels they gave me the Infiniti consumer help number. I called and talked to a douche who refused to escalate the issue. I asked for his manager and he told me that he wouldn't give me the guy's name or number.
I called Nissan corporate, talked and complained to a few people and ultimately was transferred to the Infiniti dept.
Guess who answers the phone? You got it, the same a**hole I had spoke to previously. This time he was rude and said that he had determined that Infiniti was not going to repair anything to do with seat-belts.
Luckily for us, here in Alberta, there is a government watchdog group which mediate issues between customers and car dealers. It is a free service and dealers must accept the biding arbitration. Unfortunately, I have no problem with my local dealer, who's after all very decent, it is Infiniti I want resolution from. I have sent an email to Nissan corporate asking to talk with someone else beside the dork who answers the Infiniti help line.
11-17-2010, 03:19 PM
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I'll be honest, I don't really think that the seat belt issue is really the companies issue. If the belt retracts slow don't take it off and let it fly. Your dealer IS the one who would have taken care of you. The other issues like leaks, I agree with.
11-18-2010, 10:54 AM
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I would be happier than a kid at Xmas if the belts retracted at all, slow or otherwise. The facts are that they don't retract at all, period.
Now that we're used to it, we manually retract every time but that doesn't help the dings in the lower door panels.
****-poor design in my opinion, ****-poor QA/QC and certainly below par consumer help.
Now that we're used to it, we manually retract every time but that doesn't help the dings in the lower door panels.
****-poor design in my opinion, ****-poor QA/QC and certainly below par consumer help.