What classes as a reasonable time for a car repair?
Discussion
Can the collective help me with the following issue please?
I have a Nissan Leaf. This car was purchased from a main dealer as an ex demo with 2k miles on the clock back in November 2013. The car was purchased outright with no finance.
Following its 2 year service in May (when the brake fluid was changed), the regeneration function on braking stopped working. Mileage was 9500 at this point.
The car when back to the dealers on the 1st July where it still remains.
They have changed numerous parts, had a boffin down from Nissan Sunderland but still cannot fix the issue.
It is just past 7 weeks since they had the car back. They have provided me with a loaner (albeit being covered in 'MOTABILITY' stickers.)
I got Nissan customer service involved. They do keep you informed, but at the moment, they are just updating me with 'awaiting Nissan Sunderland'.
I know they have been unplugging parts and swapping them from a donor car and the thought of all this is making me loose confidence in:
Their ability to repair it
What the car will be like when returned. The three year warranty expires next May.
Ideally, I would like to reject the vehicle (and be refunded a portion but not the full invoice price), but understand that this gets complicated when more than 6 months have passed. I also understand that I have to give them reasonable opportunity to repair the vehicle. But what constitutes a reasonable time.
Less ideally, I feel that the warranty should be extended by Nissan as a goodwill gesture.
I am reasonable?
I have a Nissan Leaf. This car was purchased from a main dealer as an ex demo with 2k miles on the clock back in November 2013. The car was purchased outright with no finance.
Following its 2 year service in May (when the brake fluid was changed), the regeneration function on braking stopped working. Mileage was 9500 at this point.
The car when back to the dealers on the 1st July where it still remains.
They have changed numerous parts, had a boffin down from Nissan Sunderland but still cannot fix the issue.
It is just past 7 weeks since they had the car back. They have provided me with a loaner (albeit being covered in 'MOTABILITY' stickers.)
I got Nissan customer service involved. They do keep you informed, but at the moment, they are just updating me with 'awaiting Nissan Sunderland'.
I know they have been unplugging parts and swapping them from a donor car and the thought of all this is making me loose confidence in:
Their ability to repair it
What the car will be like when returned. The three year warranty expires next May.
Ideally, I would like to reject the vehicle (and be refunded a portion but not the full invoice price), but understand that this gets complicated when more than 6 months have passed. I also understand that I have to give them reasonable opportunity to repair the vehicle. But what constitutes a reasonable time.
Less ideally, I feel that the warranty should be extended by Nissan as a goodwill gesture.
I am reasonable?
Edited by deanobeano on Thursday 20th August 11:08
deanobeano said:
Ideally, I would like to reject the vehicle (and be refunded a portion but not the full invoice price), but understand that this gets complicated when more than 6 months have passed. I also understand that I have to give them reasonable opportunity to repair the vehicle. But what constitutes a reasonable time.
Less ideally, I feel that the warranty should be extended by Nissan as a goodwill gesture.
I am reasonable?
If you have to ask the question then normally no, you are not.Less ideally, I feel that the warranty should be extended by Nissan as a goodwill gesture.
I am reasonable?
Whilst I'd be pretty annoyed in your situation I don't think rejecting the car is reasonable. Asking for them to extend the warranty by 6 months is is my opinion.
On the warranty extension - yes I think you are - a 3 month extension would be fair?
On a refund, less the value that you have derived from using it - yes, also reasonable but unlikely to succeed.
Question is, would you be prepared to buy a new one with that money (i.e. if it is "cost to change") - you may get a different response than "reject for refund"?
n.b. I am not a lawyer.
On a refund, less the value that you have derived from using it - yes, also reasonable but unlikely to succeed.
Question is, would you be prepared to buy a new one with that money (i.e. if it is "cost to change") - you may get a different response than "reject for refund"?
n.b. I am not a lawyer.
That would be my thoughts to extend the warranty. But also I would now be investigating how many other owners of the same car model have had similar troubles. If it appears a common fault that has not yet been identified then you could consider your situation further. On the other hand perhaps you have just been unlucky with your particular car.
Have you asked the dealer or Nissan what options they would consider as a remedy.
This might give you an indication of what kind of a fight you may have on your hands.
They have supplied a car and are doing all they can, but to no avail, so they might be willing to meet half way on a new car
This might give you an indication of what kind of a fight you may have on your hands.
They have supplied a car and are doing all they can, but to no avail, so they might be willing to meet half way on a new car
Good luck with getting any refund/good will from Nissan. I ordered a fuel sender unit for my patrol through my local Nissan dealer Freelance. Got told it would be here in a week, a week went past I was told another week (because the bloke behind the desk didn't order it in the first place.). Then it turned from a week in to a month because it was on back order. In the mean time we repaired the fuel sender unit. Went to cancel it, "Oh.... has no one rung you, it arrived a week ago...". I said nope and I didn't need it anymore. Queue 5months later I'm still fighting with them and now I have a meeting with the MD of the local dealer on Friday. I only got to this stage after complaining on the Nissan facebook page, so the social media guys put me in touch with Nissan Head office and from there I've spoken to a very helpful lady called Nadia. So good luck with your issues.
Hi all
An update on my Leaf repair as it is now been 14 weeks and the car is still with the dealership.
I still have the dealerships leaf as a loaner, but am getting tired of using it, as it covered head to toe in Motability stickers.
They have changed the same part twice now and still cannot repair the fault.
I have Nissan customer services involved, but they only tend to liaise with the dealership and not add any additional impetus.
Nissan are sending a couple of technicians down later this week (the second time this has occurred) and my gut feeling is they will be unable to fix the problem and will probably consider taking the car away for more dismantling.
I am at the end of my patience with this. After 14 weeks and more than 3 attempts to rectify, my car is still in bits at the dealership.
I feel that rejection of the vehicle is the only option.
Would you think that this is unreasonable of me?
An update on my Leaf repair as it is now been 14 weeks and the car is still with the dealership.
I still have the dealerships leaf as a loaner, but am getting tired of using it, as it covered head to toe in Motability stickers.
They have changed the same part twice now and still cannot repair the fault.
I have Nissan customer services involved, but they only tend to liaise with the dealership and not add any additional impetus.
Nissan are sending a couple of technicians down later this week (the second time this has occurred) and my gut feeling is they will be unable to fix the problem and will probably consider taking the car away for more dismantling.
I am at the end of my patience with this. After 14 weeks and more than 3 attempts to rectify, my car is still in bits at the dealership.
I feel that rejection of the vehicle is the only option.
Would you think that this is unreasonable of me?
deanobeano said:
I feel that rejection of the vehicle is the only option.
Would you think that this is unreasonable of me?
I dunno where you stand legally but you had the car for 2 years and did 7500 miles between purchase and it going wrong, so it would seem a tad hopeful to "reject" the vehicle, I think you'll be in a decent position to maybe negotiate yourself a trade in on a newer vehicle, depends on what you want. Seems you might also end up with a triggers broom of a car with all the new parts going into it, which might not be a bad thing if you plan to keep it a while.Would you think that this is unreasonable of me?
Blanchimont said:
Give them the opportunity to fix it.
They've had it over 3 months! Frankly that is a ridiculous amount of time and I'd be banging down the door of the dealer principle tbh. I'd probably be wanting a replacement like for like as near as is possible from Nissan used stock.hornetrider said:
They've had it over 3 months! Frankly that is a ridiculous amount of time and I'd be banging down the door of the dealer principle tbh. I'd probably be wanting a replacement like for like as near as is possible from Nissan used stock.
I know what you're saying. I was referring to these guys coming down, and if after that it's not fixed, I would be asking for a replacement from the approved used sector. Whatever the specific issues with the car, I'd say that's an unreasonable length of time for the dealer to have been fannying about without offering you a more pro-active solution (which of course may never come, knowing most of them). I'd be taking taking Prev's route above, and going straight to Nissan head office (after telling the dealer you are going to do so, in case that leads to them pulling their finger out).
Somewhat more laterally, your experience reads a lot like the sort of thing that appears in the 'agony uncle' column in the motoring section of a number of national newspapers, which often seem to end up with some sort of resolution from Head Office (via the PR dept). May sound a bit naïve, but if all else fails, no harm in pinging off an email in that direction..?
Somewhat more laterally, your experience reads a lot like the sort of thing that appears in the 'agony uncle' column in the motoring section of a number of national newspapers, which often seem to end up with some sort of resolution from Head Office (via the PR dept). May sound a bit naïve, but if all else fails, no harm in pinging off an email in that direction..?
redrabbit said:
Whatever the specific issues with the car, I'd say that's an unreasonable length of time for the dealer to have been fannying about without offering you a more pro-active solution (which of course may never come, knowing most of them). I'd be taking taking Prev's route above, and going straight to Nissan head office (after telling the dealer you are going to do so, in case that leads to them pulling their finger out).
Somewhat more laterally, your experience reads a lot like the sort of thing that appears in the 'agony uncle' column in the motoring section of a number of national newspapers, which often seem to end up with some sort of resolution from Head Office (via the PR dept). May sound a bit naïve, but if all else fails, no harm in pinging off an email in that direction..?
Following on from the going to the press, go to their twitter and facebook feed and you'll get a response much, much quicker than waiting for the newspapers, which might not get put on, and might not get picked up, a direct, public post to Nissan via Facebook or Twitter will get a much quicker response. Somewhat more laterally, your experience reads a lot like the sort of thing that appears in the 'agony uncle' column in the motoring section of a number of national newspapers, which often seem to end up with some sort of resolution from Head Office (via the PR dept). May sound a bit naïve, but if all else fails, no harm in pinging off an email in that direction..?
I had an issue recently with Toyota.
No help from the dealers or from Toyota Customer Services.
Quick email to the MD and I got one of their trouble shooters from Customer Service on the phone.
Kept everything factual and polite and got the result I wanted.
That might be your option, but I'd arrange to see the Dealer Principle and see what he can offer first.
Good luck too
No help from the dealers or from Toyota Customer Services.
Quick email to the MD and I got one of their trouble shooters from Customer Service on the phone.
Kept everything factual and polite and got the result I wanted.
That might be your option, but I'd arrange to see the Dealer Principle and see what he can offer first.
Good luck too
Blanchimont said:
Following on from the going to the press, go to their twitter and facebook feed and you'll get a response much, much quicker than waiting for the newspapers, which might not get put on, and might not get picked up, a direct, public post to Nissan via Facebook or Twitter will get a much quicker response.
Agreed. either way, get their PR department's sphincter twitching.UK MD contact.
Mr Jim Wright Managing Director
james (dot) wright@nissan.co.uk
(remove the dot, obviously)
Write a short (as in 2-3 lines + a few bullet points with the issue AND what you would like as resolution) - keep it factual and non-emotive.
It will be picked up his PAs. It will go to customer services, but the emails that come down from the office of the MD tend to get a little bit more attention in my experience.
Mr Jim Wright Managing Director
james (dot) wright@nissan.co.uk
(remove the dot, obviously)
Write a short (as in 2-3 lines + a few bullet points with the issue AND what you would like as resolution) - keep it factual and non-emotive.
It will be picked up his PAs. It will go to customer services, but the emails that come down from the office of the MD tend to get a little bit more attention in my experience.
So let me understand,
.... and keep nudging them/Nissan to fix your car. Eventually you'll get your car back with a handy low mileage?
- You bought a car which has broken down,
- You have been given a similar car to drive, albeit with some Motability stickers.
.... and keep nudging them/Nissan to fix your car. Eventually you'll get your car back with a handy low mileage?
Page 20 tells you your rights under the SOGA (note it opens a PDF)
https://www.google.co.uk/url?sa=t&rct=j&q=...
You can keep the goods and get a refund
or give the goods back and get some money back
the issue is perhaps deciding what amount of money you get back.
https://www.google.co.uk/url?sa=t&rct=j&q=...
You can keep the goods and get a refund
or give the goods back and get some money back
the issue is perhaps deciding what amount of money you get back.
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