I called Infiniti's customer service line, trying to get some info on the ECU whine fix, and then to ask some general questions, and the rep was completely unable to access any kind of useful information, was generally unwilling to go to any sort lengths to give me a satisfactory answer, acted perturbed and bothered by my inquiries, and was generally rude (for the customer service rep of a luxury car dealer to a first-time customer of a brand-new vehicle). I was amazed.

I understand there may be limitations to their system, but their treatment of customer is ridiculous. I felt like I was talking to dell or land's end or something. They have a really unusual strategy for retaining their customer base.

On another note, I have had experiences with Pontiac's nantional service hotline and Honda's national service hotline, and the best service by far was Pontiac. They listened, they documented, they called the dealer, they acted as my advocate for issues, not as some underpaid, jerkoff, call-center hack. The difference between pontiac (for God's sake) and Infiniti was night and day!

 

unfortunately there are ****ty people working everywhere. You just got unlucky enough to get one...

One would expect top customer service when dealing with luxury or higher brand places no matter what the company. The fact is he probably is a miserable SOB working a low paying odd hour job who could give a **** less about the customers. It's sad.


sorry to hear about the bad experience though I hate miserable people

 

you must have got pontiac on a good day, I had a major problem with a 91 trans am gta with a tuned port 350.the car only 8k on it when the motor had major malfunticion & imploded.My car was at the dealer for almost 3 full months.at first they were acting like they were doing me a favor by covering the engine(no mods at all).So here I am riding the bus & making $400 car payments. Maybe thing being the way they are they have changed.

 

You should have gotten their name and talked to the manager. Great or horrible service should be pointed out to management.

 

Yeah whenever that happens simply ask for their manager. They will either change their tone or send you up the ladder.

 

Were they actually rude or just unable to give you information about the issue or help you? I talked to a woman who was not able to give me any information or help, but she did document my information and was very pleasant and polite. I didn't expect her to know anything, the people you speak to when you call in aren't technicians and don't have access to any information about specific issues unless they happen to have taken other calls about it. She should have been polite though...

 

That was the lasr domestic I bought.3 months to do a motor is ridiculous.I mean the dealer has all the tools to handle this,yet they acted like it was brain surgery.

 

When I talked to Honda of North America about my three failed transmission in my brand new 2k2 Acura TL Type S -- they laughed at me and thought I was ridiculous to suggest the transmission failures were a life threat to me, occupants, and other drivers on the road around me and they told me Honda doesn't just buy back what a customer thinks is a "defective" car --

they stopped laughing when they bought back my car in 2004.

Bigger point -- it's hit or miss -- it's not company policy, it's individual person policy sometimes when you call these corporate customer service numbers.

Sorry you got a rude person

 

Thanks for the comments guys. I think, as many of you do, that I had the misfortune to get the person that I did. And I totally should have escalated the call up to the supervisory level. I was just amazed that it happened, and just really taken aback.

And it was not just the rudeness, but the total lack of willingness to go any further than "nope" to help me. Infiniti is all about the "total customer experience" - in my 'experience' so far, that seems like more marketing blather to convince the masses they are any different than say Ford or GM in terms of help and assistance to the customer.

I'll be talking to them again, and i sure hope it's different this time around.

 

Acura took 5 weeks to replace a tranny in my 2004 TL (6-spd) after numerous other problems days in the shop for other things (nothing like buying 1st few days run of a new generation of a model).

The day I got the car back I drove to the Inifniti dealership and they told me to take it back an have Acura buy it back, they didn't want it (11 mos. old). I did, the Acura dealer bought it back for what I paid originally and took my downpayment over to Infiniti and bought an '05 G35 Sedan (sport, aero). I haven't looked back.

 

Had same problem with a 2002 CL Type S. Two trannies replaced in 6 months. Honda really screwed those up (torque converter problem I understand).

 

Sorry you had the issue...escalate it and watch what happens when someone with some decision-making authority gets involved. You won't be disappointed.

 

You'll very likely be getting a follow up "how did we do?" call from Infiniti Consumer Affairs soon. Let them know about it. I certainly hope your luck improves.

 

Thanks BB. We'll see. I just hate bad customer service, if it's a toaster or a mortgage, I don't care, I just don't think that friendly, helpful service is too much to ask.