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“Nissan warranty - hopeless after sales service”

Written on: 17/03/2014 by Omarix487 (1 review written)

On 6th November 2013 my 18 year old daughter was driving her Nissan Micra (approx. 5000 miles on the clock – owned from new) .
The car broke down on the A 303 150 miles from home. I called Nissan assistance. It took 1 hour 15 minutes for the RAC to arrive despite my informing them of the fact that my daughter was alone.
I suspected that the clutch had failed and asked Nissan/ RAC to ensure that a loan vehicle was available. The failure of the clutch was confirmed on arrival of the breakdown vehicle.
They would only tow the vehicle to the local dealer. The RAC were not willing or able to provide us with a loan vehicle in accordance with what I understand is their contract with Nissan.
Nissan's Customer services expected me to contact RAC and argue this out with them. They did not understand that I have no contract with RAC.
The dealer did not have an available loan car nor could my daughter hire a car because of her age. She had to continue her journey by train and had to curtail her visit.

After copious (largely unsatisfactory) correspondence by email with the Directors office at Nissan I was finally informed over a period of weeks that the flywheel of the clutch needed to be replaced and that the part was unlikely to arrive until end of January 2014 !!!! - a three month delay.

We also have a son who turned 17 on 27th October 2013. We had just paid for him to be insured to learn to drive on the original car. Our other family cars are automatics and therefore not suitable for learners. Eventually after a month 6th December 2013 Nissan found a car (automatic) that my daughter could use pending repair of her vehicle but they were unable to insure my son on that car to learn to drive. Given the delay in the promised return of our car I informed Nissan directors’ office that I intended to buy my son a car so that he should not be delayed in passing his test and I expected Nissan to meet the cost of insuring him while our car was unavailable. They indicated they would consider this when the claim was closed.

Eventually our car was returned to a local dealer on 7th January 2014 but at which point we had already incurred the cost of buying and insuring my son’s car. (I was not seeking any contribution from Nissan for the cost of buying or depreciating this but simply the extra cost of insuring him).

When I raised the issue of compensation from Nissan in view of the fact that we were without a car for an entire month and the additional cost of (buying and ) insuring (£441) a car for my son, they eventually made me the derisory offer of £100 in dealer vouchers. I think I am entitled to CASH of about £500 for loss of the vehicle for one month and the £441 plus the expenses incurred by my daughter in train journeys plus inconvenience.

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