Mad at Infiniti over FX paint
07-08-2009, 07:26 AM
#1
Mad at Infiniti over FX paint
Pleas see below the e-mail from my wife and the e-mail I sent the service manager. The issue with the paint wasthe shipping prtetion came loose during transport and chafed the paint.
Wife's email to me;
.ExternalClass .EC_hmmessage P{padding:0px;}.ExternalClass body.EC_hmmessage{font-size:10pt;font-family:Verdana;}Not good...I got the car back today. It was raining cats and doggs out so I could not tell what kind of work was done. Brought it home washed it in the garage so I could see what was done. Basically nothing. did not paint anything. They tried to buff it out. Now the whole corner panel is swirled cratches and dull because the clear coat has been buffed off. I am pissed. Called the service manager. He basically said that is what was agreed upon. I said no it wasn;t . Said it was out of his hands and was gonna get the sales guy to talk to me later. Cluster ****! Nothing like trying to scam the ****ing customer. You are gonna have to try to call from Russia. They obviously are not taking me seriously and are trying to **** me over. Oh they didn't have any paper work for me to sign so we are good on that end. I should have known that only having the car for one day meant they did not paint it. They only removed the piller 3M. The corner panel was left on as well as the mirror. Oh and the marks are still on the mirror too.
My e-mail to service manager;
Dwayne;
My wife dropped our new FX50S off to get the paint issue taken care of on the front quatre pannel door and mirror. She said that the pannels were not repainted and looks worse then before. She also informes me that you told her that all we agreed on was a polish. This is a lie and I do not accept the work that was done to repar this car. I am currently in Russia and feel that you are trying to take advantage of this issue with my wife. I will issue a stop payment from my bank on the FX and you can have it back. I bought this truck over other dealers as you service in the past has been a+. This incident however is unacceptable. Tony at alberts agreeed that it needed to be painted. I did not feel you were going to be a dealership that would try to pull the wool over my eyes but now it appeares so. I will wait to hear back from you via e-mail in the next 2 working days, as my working houres on the rig are opposite from working houres in Canada. This issue will now be brought up with infinii canada as well. I will not accept a $75K car with a abviously flawed paint job.
Wife's email to me;
.ExternalClass .EC_hmmessage P{padding:0px;}.ExternalClass body.EC_hmmessage{font-size:10pt;font-family:Verdana;}Not good...I got the car back today. It was raining cats and doggs out so I could not tell what kind of work was done. Brought it home washed it in the garage so I could see what was done. Basically nothing. did not paint anything. They tried to buff it out. Now the whole corner panel is swirled cratches and dull because the clear coat has been buffed off. I am pissed. Called the service manager. He basically said that is what was agreed upon. I said no it wasn;t . Said it was out of his hands and was gonna get the sales guy to talk to me later. Cluster ****! Nothing like trying to scam the ****ing customer. You are gonna have to try to call from Russia. They obviously are not taking me seriously and are trying to **** me over. Oh they didn't have any paper work for me to sign so we are good on that end. I should have known that only having the car for one day meant they did not paint it. They only removed the piller 3M. The corner panel was left on as well as the mirror. Oh and the marks are still on the mirror too.
My e-mail to service manager;
Dwayne;
My wife dropped our new FX50S off to get the paint issue taken care of on the front quatre pannel door and mirror. She said that the pannels were not repainted and looks worse then before. She also informes me that you told her that all we agreed on was a polish. This is a lie and I do not accept the work that was done to repar this car. I am currently in Russia and feel that you are trying to take advantage of this issue with my wife. I will issue a stop payment from my bank on the FX and you can have it back. I bought this truck over other dealers as you service in the past has been a+. This incident however is unacceptable. Tony at alberts agreeed that it needed to be painted. I did not feel you were going to be a dealership that would try to pull the wool over my eyes but now it appeares so. I will wait to hear back from you via e-mail in the next 2 working days, as my working houres on the rig are opposite from working houres in Canada. This issue will now be brought up with infinii canada as well. I will not accept a $75K car with a abviously flawed paint job.
07-08-2009, 05:56 PM
#7
ya Alberts autobods will repain with the scratch shield clear. What happened to the paint was that the shipping film placed on the frond fender must have pieled back while in transpost on the car truck. then while flapping in the wind it burned the clear coat. Then it looked like they tried once to buff it out at the dealer because you can see the orbital buffer markes.
Trending Topics
07-08-2009, 06:28 PM
#8
i had a customer go to my body shop that I use and had a quote for $500 to repair her damage... she went to another shop that charged her $200 bucks... she went w/ the cheaper repair and you can see the color difference and spots in the non scratch shield paint part... now she has to go and get it repainted again. sometimes cost isn't quality and doing things the right way
07-09-2009, 04:06 PM
#10
RE: fx50
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 9, 2009 2:01:05 PM
To: Brad Burgess (bburgess@ericksennissan.com); melissasperry@hotmail.com
Brad;
Glad to hear from you and I hope you had a good few days off. I am going to send you the e-mails in order I got from my wife and then the follow up I got from Dwayne Service manager.
To start I will give you what was this issue with the paint. The front door and fender a-piller and mirror were damaged from the shipping film coming loose. I took this into service and talked to Dwayne about it. It was attempted to be buffed out by your shop while I watched. This had very little effect. At this point I waited 1 hr for Alberts to open up and I drove the
FX over to him myself. We dissuced that it would need to be painted because power buffing a black car with the new clear will just leave swrils and scratches. We made an appointment at that time for the 6th or june to drop the car off. As I am in Russia my wife dropes the car off and is suprised to here that it is ready the next day. (e-mails below)
Wifes e-mail to me;
(No Subject)
From: melissa sperry (melissasperry@hotmail.com)
Sent: July 7, 2009 1
49 PM
To: Stephen Humby (stephenhumby@hotmail.com)
Not good...I got the car back today. It was raining cats and doggs out so I could not tell what kind of work was done. Brought it home washed it in the garage so I could see what was done. Basically nothing. did not paint anything. They tried to buff it out. Now the whole corner panel is swirled cratches and dull because the clear coat has been buffed off. I am pissed. Called the service manager. He basically said that is what was agreed upon. I said no it wasn;t . Said it was out of his hands and was gonna get the sales guy to talk to me later. Cluster ****! Nothing like trying to scam the ****ing customer. You are gonna have to try to call from Russia. They obviously are not taking me seriously and are trying to **** me over. Oh they didn't have any paper work for me to sign so we are good on that end. I should have known that only having the car for one day meant they did not paint it. They only removed the piller 3M. The corner panel was left on as well as the mirror. Oh and the marks are still on the mirror too.
Sorry for the bad news.
I got this e-mail as soon as I arrived offshore on the rig. I was upset enough to stay up until 12 midnight to call the service dept at 7 am your time whice is when I got ahold of Dwayne. I explaned that this repair was not good enough and that me and Tony said it would need to be repainted. He informed me that Tony told him that we only aggreed on a power polish and that I was calling Tony a liar. He said the matter was out of his hands and it would have to wait for me to return to deal with. I said my wife is 50% owner of the car and that it will not have to wait. I also said that if this was the best we could do I will stop payments on the FX and it will be parked in the lot and you can have it back. At this point he sid he will call my wife tomorrow to see what he can do. I asked for your e-mail and infiniti canada consumers affares # and he said he did not have them but if I e-mail him he would get it for me.
My e-mail to him;
FX50S pain issues
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 8, 2009 5:02:52 AM
To: info@erickseninfiniti.com; melissasperry@hotmail.com
This message is to be directer to the service Manager.
Dwayne;
My wife dropped our new FX50S off to get the paint issue taken care of on the front quatre pannel door and mirror. She said that the pannels were not repainted and looks worse then before. She also informes me that you told her that all we agreed on was a polish. This is a lie and I do not accept the work that was done to repar this car. I am currently in Russia and feel that you are trying to take advantage of this issue with my wife. I will issue a stop payment from my bank on the FX and you can have it back. I bought this truck over other dealers as you service in the past has been a+. This incident however is unacceptable. Tony at alberts agreeed that it needed to be painted. I did not feel you were going to be a dealership that would try to pull the wool over my eyes but now it appeares so. I will wait to hear back from you via e-mail in the next 2 working days, as my working houres on the rig are opposite from working houres in Canada. This issue will now be brought up with infinii canada as well. I will not accept a $75K car with a abviously flawed paint job.
After this e-mail I received this back from my wife;
RE:
From: melissa sperry (melissasperry@hotmail.com)
Sent: July 8, 2009 1
02 PM
To: Stephen Humby (stephenhumby@hotmail.com)
I went into infiniti. they were only nice to me because you had called. Gonna get the car in for the 20th of July. Could have been right away but they did not have a car for me. They are painting the front fender, door, mirror, A piller and they scatched the shinny plastic by the window on the door when i had it in the last time, so I asked for that to be replaced too. Then i double checked about the 3M and that will be done after the paint sets. You may want to get things double checked and mention the plastics piece by the window on the door so they do not forget. I even took the vehicle in to show them. Took me into his office, I guess so I woould not make a scene who knows.
I then got this reply back from Dwayne; (in all caps so I assume he is yelling)
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Dwayne Dyck (ddyck@ericksennissan.com)
Sent: July 8, 2009 5
56 PM
To: 'Stephen Humby' (stephenhumby@hotmail.com)
I SPOKE TO MELLISA AT LUNCH TODAY AND WE HAVE MADE ARRANGEMNTS FOR THE WEEK OF JULY 20TH TO HAVE THE FX50 PAINTED. THE 3M WILL HAVE TO BE DONE AT A LATER DATE ONCE THE PAINT HAS CURED.
I had still not gotten your e-mail or infiniti canadas # from him as requested so I replied yet again;
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 8, 2009 7
57 PM
To: ddyck@ericksennissan.com
Dwayne;
Thank you for dealing with this. However I am a little upset that my wife had to come in and see you and had not received phone call the following day as you said she would. I would still like to know what Tony had to say about the job. I would still also like to receive the GM's and sales managers e-mail from you as well as infiniti canada's consumers affairs number.
I would also like to receive an e-mail from you detailing what repairs you will be doing to the car. ( ie what will be painted assurance the the infiniti self healing clear will be used and the scratches on the trim my wife pointed out to you ) as well as confirmation that you will pay to replace the 3M at Clear Choice Auto. In the past I would not feel the need to get this in writing but now I do as once it is in writing there should be no one calling anyone a liar. I feel we should have tried to get this "right the first time". NOw it will take another 3 weeks to get done and in the mean time my wife is driving around a fairly poor advertisement for Ericksen Infiniti and the whole Go Auto group. Not to mention a poor reflection on me and how i usually take care of my cars.
Regards;
Stephen Humby
And now this morning I get up and have this rather nasty e-mail back from Dwayne which I find unacceptable from a service Manager.
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Dwayne Dyck (ddyck@ericksennissan.com)
Sent: July 9, 2009 6
00 AM
To: 'Stephen Humby' (stephenhumby@hotmail.com)
Let’s get one thing straight right now. I am a man of my word. Your wife did not even give us a chance to contact her. You are not our only customer and I deal with a lot of people every day. If you think that I will drop everything to take of your paint issue you are wrong. If it would have been a drivability issue or a safety issue things would have been different. Your wife has the summer off and comes in before I am prepared and you think I am not following up. Give me a break.
I realize that I am not you only customer and that it does take time for things to happen. My wife did her best to deal with the situation and Dwayne blew her off. It took a phone call from me from russia to get action. And during this action I have been called a lier and treated as if I am trying to scam your compaine. I donot think that my request to have the work that is to be done put in writting as out of line. I am now simply dealing with Ericksen as I would anyother business transaction. I am still requesting Infiniti Canada'number and to have the work that will be preformed supplied to me in writting. I also would not like to have my wife deal with Dwayne anymore as I feel my dealings with him may have an affect on his dealings with her. Looking forward to hearing back from you as soon as you get a chance. I feel sorry that this transaction has made me feal I can no longer treat ericksen as a enjoyable experiance when I visit, and that now it needs to be delt with strictly as bussiness.
Regards;
Stephen Humby
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 9, 2009 2:01:05 PM
To: Brad Burgess (bburgess@ericksennissan.com); melissasperry@hotmail.com
Brad;
Glad to hear from you and I hope you had a good few days off. I am going to send you the e-mails in order I got from my wife and then the follow up I got from Dwayne Service manager.
To start I will give you what was this issue with the paint. The front door and fender a-piller and mirror were damaged from the shipping film coming loose. I took this into service and talked to Dwayne about it. It was attempted to be buffed out by your shop while I watched. This had very little effect. At this point I waited 1 hr for Alberts to open up and I drove the
FX over to him myself. We dissuced that it would need to be painted because power buffing a black car with the new clear will just leave swrils and scratches. We made an appointment at that time for the 6th or june to drop the car off. As I am in Russia my wife dropes the car off and is suprised to here that it is ready the next day. (e-mails below)
Wifes e-mail to me;
(No Subject)
From: melissa sperry (melissasperry@hotmail.com)
Sent: July 7, 2009 1
49 PM To: Stephen Humby (stephenhumby@hotmail.com)
Not good...I got the car back today. It was raining cats and doggs out so I could not tell what kind of work was done. Brought it home washed it in the garage so I could see what was done. Basically nothing. did not paint anything. They tried to buff it out. Now the whole corner panel is swirled cratches and dull because the clear coat has been buffed off. I am pissed. Called the service manager. He basically said that is what was agreed upon. I said no it wasn;t . Said it was out of his hands and was gonna get the sales guy to talk to me later. Cluster ****! Nothing like trying to scam the ****ing customer. You are gonna have to try to call from Russia. They obviously are not taking me seriously and are trying to **** me over. Oh they didn't have any paper work for me to sign so we are good on that end. I should have known that only having the car for one day meant they did not paint it. They only removed the piller 3M. The corner panel was left on as well as the mirror. Oh and the marks are still on the mirror too.
Sorry for the bad news.
I got this e-mail as soon as I arrived offshore on the rig. I was upset enough to stay up until 12 midnight to call the service dept at 7 am your time whice is when I got ahold of Dwayne. I explaned that this repair was not good enough and that me and Tony said it would need to be repainted. He informed me that Tony told him that we only aggreed on a power polish and that I was calling Tony a liar. He said the matter was out of his hands and it would have to wait for me to return to deal with. I said my wife is 50% owner of the car and that it will not have to wait. I also said that if this was the best we could do I will stop payments on the FX and it will be parked in the lot and you can have it back. At this point he sid he will call my wife tomorrow to see what he can do. I asked for your e-mail and infiniti canada consumers affares # and he said he did not have them but if I e-mail him he would get it for me.
My e-mail to him;
FX50S pain issues
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 8, 2009 5:02:52 AM
To: info@erickseninfiniti.com; melissasperry@hotmail.com
This message is to be directer to the service Manager.
Dwayne;
My wife dropped our new FX50S off to get the paint issue taken care of on the front quatre pannel door and mirror. She said that the pannels were not repainted and looks worse then before. She also informes me that you told her that all we agreed on was a polish. This is a lie and I do not accept the work that was done to repar this car. I am currently in Russia and feel that you are trying to take advantage of this issue with my wife. I will issue a stop payment from my bank on the FX and you can have it back. I bought this truck over other dealers as you service in the past has been a+. This incident however is unacceptable. Tony at alberts agreeed that it needed to be painted. I did not feel you were going to be a dealership that would try to pull the wool over my eyes but now it appeares so. I will wait to hear back from you via e-mail in the next 2 working days, as my working houres on the rig are opposite from working houres in Canada. This issue will now be brought up with infinii canada as well. I will not accept a $75K car with a abviously flawed paint job.
After this e-mail I received this back from my wife;
RE:
From: melissa sperry (melissasperry@hotmail.com)
Sent: July 8, 2009 1
02 PM To: Stephen Humby (stephenhumby@hotmail.com)
I went into infiniti. they were only nice to me because you had called. Gonna get the car in for the 20th of July. Could have been right away but they did not have a car for me. They are painting the front fender, door, mirror, A piller and they scatched the shinny plastic by the window on the door when i had it in the last time, so I asked for that to be replaced too. Then i double checked about the 3M and that will be done after the paint sets. You may want to get things double checked and mention the plastics piece by the window on the door so they do not forget. I even took the vehicle in to show them. Took me into his office, I guess so I woould not make a scene who knows.
I then got this reply back from Dwayne; (in all caps so I assume he is yelling)
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Dwayne Dyck (ddyck@ericksennissan.com)
Sent: July 8, 2009 5
56 PM To: 'Stephen Humby' (stephenhumby@hotmail.com)
I SPOKE TO MELLISA AT LUNCH TODAY AND WE HAVE MADE ARRANGEMNTS FOR THE WEEK OF JULY 20TH TO HAVE THE FX50 PAINTED. THE 3M WILL HAVE TO BE DONE AT A LATER DATE ONCE THE PAINT HAS CURED.
I had still not gotten your e-mail or infiniti canadas # from him as requested so I replied yet again;
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 8, 2009 7
57 PM To: ddyck@ericksennissan.com
Dwayne;
Thank you for dealing with this. However I am a little upset that my wife had to come in and see you and had not received phone call the following day as you said she would. I would still like to know what Tony had to say about the job. I would still also like to receive the GM's and sales managers e-mail from you as well as infiniti canada's consumers affairs number.
I would also like to receive an e-mail from you detailing what repairs you will be doing to the car. ( ie what will be painted assurance the the infiniti self healing clear will be used and the scratches on the trim my wife pointed out to you ) as well as confirmation that you will pay to replace the 3M at Clear Choice Auto. In the past I would not feel the need to get this in writing but now I do as once it is in writing there should be no one calling anyone a liar. I feel we should have tried to get this "right the first time". NOw it will take another 3 weeks to get done and in the mean time my wife is driving around a fairly poor advertisement for Ericksen Infiniti and the whole Go Auto group. Not to mention a poor reflection on me and how i usually take care of my cars.
Regards;
Stephen Humby
And now this morning I get up and have this rather nasty e-mail back from Dwayne which I find unacceptable from a service Manager.
RE: Ericksen Infiniti Nissan - 2009 Infiniti FX50
From: Dwayne Dyck (ddyck@ericksennissan.com)
Sent: July 9, 2009 6
00 AM To: 'Stephen Humby' (stephenhumby@hotmail.com)
Let’s get one thing straight right now. I am a man of my word. Your wife did not even give us a chance to contact her. You are not our only customer and I deal with a lot of people every day. If you think that I will drop everything to take of your paint issue you are wrong. If it would have been a drivability issue or a safety issue things would have been different. Your wife has the summer off and comes in before I am prepared and you think I am not following up. Give me a break.
I realize that I am not you only customer and that it does take time for things to happen. My wife did her best to deal with the situation and Dwayne blew her off. It took a phone call from me from russia to get action. And during this action I have been called a lier and treated as if I am trying to scam your compaine. I donot think that my request to have the work that is to be done put in writting as out of line. I am now simply dealing with Ericksen as I would anyother business transaction. I am still requesting Infiniti Canada'number and to have the work that will be preformed supplied to me in writting. I also would not like to have my wife deal with Dwayne anymore as I feel my dealings with him may have an affect on his dealings with her. Looking forward to hearing back from you as soon as you get a chance. I feel sorry that this transaction has made me feal I can no longer treat ericksen as a enjoyable experiance when I visit, and that now it needs to be delt with strictly as bussiness.
Regards;
Stephen Humby
07-09-2009, 05:37 PM
#11
I feel angry at the last email from the service "manager". He shouldn't use that tone toward any customers.
Stephen, you have every rights to be upset as you just spent ****load of money on the FX. I'd just go online and find a Infiniti Consumer Affairs number, then send them everything you have including the emails. Take pictures of the damage as well.
If you can't find a Infiniti of Canada number, just call a Infiniti of America number and ask them or have them transfer to a correct number.
Stephen, you have every rights to be upset as you just spent ****load of money on the FX. I'd just go online and find a Infiniti Consumer Affairs number, then send them everything you have including the emails. Take pictures of the damage as well.
If you can't find a Infiniti of Canada number, just call a Infiniti of America number and ask them or have them transfer to a correct number.
07-20-2009, 10:43 AM
#14
Well. No e-mail from the GM last week even though I sent him a reminder on thursday.
Reminder:
From: stephenhumby@hotmail.com
To: bburgess@ericksennissan.com
CC: melissasperry@hotmail.com
Subject:
Date: Thu, 16 Jul 2009 1213 -0600
Brad;
As per my wife's e-mail I am looking forward to getting a reply from you on the issue with my FX50s' paint and my dealings with the service manager. My wife is do to drop the truck off on Monday. I hope she will get the work that is to be preformed in writing. Including type of paint used assurance infiniti self healing clear will be used and that the mirror and other trim scratches that were caused by the initial "repair" will be fixed and how they will be fixed.
Regards
Stephen Humby
Well I let that slid as they can be busy people. Well my wife dropped the car off about 1-2 hours ago and she tells me that they gave her nothing in writing. So she called back and now they said they will e-mail it to me today. I hope they get it right this time. I used to stick up for the dealership telling them I never had any issues. If they can make it right this time I will still keep doing it.
And if anyone from the dealership is reading We should try to get these things right the first time. Comunication is key. I am in Russia 70 miles off shore and still can find ways to comunicate. Information and comunication are key to good customer relations. And you never know howmeny people read these forms.
Update coming later today
Reminder:
From: stephenhumby@hotmail.com
To: bburgess@ericksennissan.com
CC: melissasperry@hotmail.com
Subject:
Date: Thu, 16 Jul 2009 1213 -0600
Brad;
As per my wife's e-mail I am looking forward to getting a reply from you on the issue with my FX50s' paint and my dealings with the service manager. My wife is do to drop the truck off on Monday. I hope she will get the work that is to be preformed in writing. Including type of paint used assurance infiniti self healing clear will be used and that the mirror and other trim scratches that were caused by the initial "repair" will be fixed and how they will be fixed.
Regards
Stephen Humby
Well I let that slid as they can be busy people. Well my wife dropped the car off about 1-2 hours ago and she tells me that they gave her nothing in writing. So she called back and now they said they will e-mail it to me today. I hope they get it right this time. I used to stick up for the dealership telling them I never had any issues. If they can make it right this time I will still keep doing it.
And if anyone from the dealership is reading We should try to get these things right the first time. Comunication is key. I am in Russia 70 miles off shore and still can find ways to comunicate. Information and comunication are key to good customer relations. And you never know howmeny people read these forms.
Update coming later today
07-21-2009, 03:40 AM
#15
Well suprise surprise. I get up to come on shift and there is no e-mail from Ericksen about the work that is to be done on my car. I now have contacted go auto group and sent them the e-mail I sent to Brad the ex GM and infiniti canada. They call the house and left a voice message for Melissa or my self to call them. ( i get my voice mails e-mail to me ) So will wait to talk to my wife tomorrow and get her to give them a call as they are cracking down on international phone calls out here on the rig. (everyone trying to cut costs lately)