Post by datsunleaf on Jul 13, 2014 15:28:38 GMT 11
The saga begins....
We were about to book our Leaf in for her 10K service when we managed to get a crack in our windscreen. OK, we thought, we'll go see our Nissan dealer and arrange for them to replace the windscreen at the same time.
We talked to the guy in the service department and got a date (around 3 weeks into the future) for the service, we went through some warranty issues with him at this point which were listed on the service request and he sent us off to the parts department to order the windscreen in. Sounds reasonable so far.
The parts department couldn't find a listing or a price for a Leaf windscreen, as this was a Saturday morning they had to email Nissan to get the info and told us that we should have a price by Tuesday at the latest. Tuesday came and went with no contact, as did Wednesday. We called on Thursday and they were still waiting on a response from Nissan.
Finally on the Friday, Nissan called and told us that they had sourced a windscreen in Melbourne, they advised that they couldn't order it until we paid (fair enough). We paid for it over the phone and were told that it would be about 2 working days for it to arrive. Great, the service was still over a week away so plenty of time. We had also enquired about getting the Homelink mirror fitted at the same time. We found out on the following Wednesday that it wasn't possible, so at that point, the parts people put us through to service to confirm that we wanted the windscreen fitted at our 10K service the following Tuesday.
Tuesday, we dropped the car off around 7.15am, the guy that we spoke to went over the list of things that needed to be done and we went off to work.
When we returned to pick up the car at around 5.45 that afternoon, we were a little disconcerted to find that the windscreen hadn't been replaced. Blood pressure starting to rise at this point.
We were then told that the windscreen hadn't yet arrived. Not incredibly impressed with this as it had been paid for more than a week previously and at no point had anyone told us that it hadn't arrived. On top of that, one of the repairs that we had booked it in for had not been completed because "they had to get the tinting guy in for that"...yes we knew that, that's why we told you about it when we made the booking!!
At this point they gave us the invoice for the service. Apparently they did all sorts of interesting things like "Replace engine oil and engine oil filter" and "inspect exhaust tube nuts"...not 100% sure how they managed this, plus a myriad of other things that would have been impossible as they don't exist on the Leaf. Apparently they also have a part on backorder for us, but no one knows why or what it is......
They promised to follow up on where the windscreen was and get back to us the following morning with an update. No call, we called at lunchtime and asked for a call back which didn't happen. We did however get a text asking for our feedback on the service. We gave our feedback....
Still no call back about the windscreen on Thursday. Finally got a call on Friday saying the windscreen was in (remembering this is now 2 weeks from when it was paid for) but also advising that they need to replace the rain sensor (as part of the windscreen) at the same time..close to $200 and they needed it paid for so they could order it in. Hoping that it will be here in the 2 working days that they indicated but not holding our breath.
Just to top it off, we needed to use the heater yesterday and noticed that it no longer works. It was working prior to the service and according to the invoice it was checked.
When they eventually call us back to organise the windscreen and the tinting we will have something else to add to the list.
We are just hoping that we can get it fixed before we need to take it in for its 20K service.
We were about to book our Leaf in for her 10K service when we managed to get a crack in our windscreen. OK, we thought, we'll go see our Nissan dealer and arrange for them to replace the windscreen at the same time.
We talked to the guy in the service department and got a date (around 3 weeks into the future) for the service, we went through some warranty issues with him at this point which were listed on the service request and he sent us off to the parts department to order the windscreen in. Sounds reasonable so far.
The parts department couldn't find a listing or a price for a Leaf windscreen, as this was a Saturday morning they had to email Nissan to get the info and told us that we should have a price by Tuesday at the latest. Tuesday came and went with no contact, as did Wednesday. We called on Thursday and they were still waiting on a response from Nissan.
Finally on the Friday, Nissan called and told us that they had sourced a windscreen in Melbourne, they advised that they couldn't order it until we paid (fair enough). We paid for it over the phone and were told that it would be about 2 working days for it to arrive. Great, the service was still over a week away so plenty of time. We had also enquired about getting the Homelink mirror fitted at the same time. We found out on the following Wednesday that it wasn't possible, so at that point, the parts people put us through to service to confirm that we wanted the windscreen fitted at our 10K service the following Tuesday.
Tuesday, we dropped the car off around 7.15am, the guy that we spoke to went over the list of things that needed to be done and we went off to work.
When we returned to pick up the car at around 5.45 that afternoon, we were a little disconcerted to find that the windscreen hadn't been replaced. Blood pressure starting to rise at this point.
We were then told that the windscreen hadn't yet arrived. Not incredibly impressed with this as it had been paid for more than a week previously and at no point had anyone told us that it hadn't arrived. On top of that, one of the repairs that we had booked it in for had not been completed because "they had to get the tinting guy in for that"...yes we knew that, that's why we told you about it when we made the booking!!
At this point they gave us the invoice for the service. Apparently they did all sorts of interesting things like "Replace engine oil and engine oil filter" and "inspect exhaust tube nuts"...not 100% sure how they managed this, plus a myriad of other things that would have been impossible as they don't exist on the Leaf. Apparently they also have a part on backorder for us, but no one knows why or what it is......
They promised to follow up on where the windscreen was and get back to us the following morning with an update. No call, we called at lunchtime and asked for a call back which didn't happen. We did however get a text asking for our feedback on the service. We gave our feedback....
Still no call back about the windscreen on Thursday. Finally got a call on Friday saying the windscreen was in (remembering this is now 2 weeks from when it was paid for) but also advising that they need to replace the rain sensor (as part of the windscreen) at the same time..close to $200 and they needed it paid for so they could order it in. Hoping that it will be here in the 2 working days that they indicated but not holding our breath.
Just to top it off, we needed to use the heater yesterday and noticed that it no longer works. It was working prior to the service and according to the invoice it was checked.
When they eventually call us back to organise the windscreen and the tinting we will have something else to add to the list.
We are just hoping that we can get it fixed before we need to take it in for its 20K service.
