There is no customer care which will help you when dealers don’t do their work. Nissan is not even 1% of how customer centric Maruti is.
BHPian akg7091 recently shared this with other enthusiasts.
Dropped the car off at the dealership today
- Suspension noise was still present. Suspension has been opened 3/4 times in 3 months. This time I was told that they will replace the front right shocker under warranty because the noise isn’t going away
- Both DRLs being replaced under warranty. One is completely dead and the other has started failing as per the service advisor. Car has run ~15k kms so the DRLs shouldn’t fail so quickly. NO MODS / Outside accessories installed except a dashcam powered by the cigarette lighter. I am glad I didn’t get a woofer installed when I got the car otherwise Nissan being Nissan would have denied to replace the HU / DRLs etc
- Rear tail lamp being replaced FOC as “goodwill” – there was a dead insect inside it and they opened the tail lamp to clean it up. No physical damage / impact so not sure how the insect got inside a sealed unit. I was told by the SA that it will be replaced but they had cleaned it and refit without my knowledge. I got to know only when I asked to see the old one on taking delivery of the car – they had to admit they didn’t replace despite telling me it was replaced !
- Bonnet will be repainted FOC – I have been told that the previous paint job was not as per SOP ( they missed the heat treatment ) and this time it will be painted properly.
I hope someone from Nissan India reads this thread. I want Nissan to succeed. I haven’t faced any issues with the kicks / redigo we bought. It’s only the magnite where the poor quality of parts used is showing up within a year of use. They need to audit the parts supplied by vendors to ensure their specs are being met. Wonderful car – great engine / gearbox / mileage. Poor QC.
Apart from a few misses, the dealership employees have been helpful. No complaints except “forgetting” about the work to be done for 3 weeks ( ETA 3 days ) “twice !” and cleaning the tail lamp when I was told it had been replaced. Hopefully this time they will actually replace the tail lamp!
Update 1:
My car was supposed to be returned on Wednesday ( I had offered them to take a few more days and I will pick it up on Friday / Saturday lol ).
It’s Saturday and no clue when I will get the car back. Nobody knows anything. The first clue that it’s not gonna be returned on time was ……….. when someone called me on Tuesday evening to ask me what is wrong with the car. It just stood there in the workshop for 2 days ! Got a call on Thursday by a lady to bring my car in for repairs!
I hope this thread reaches Rakesh ji’s inbox somehow. The A.S.S is a mess
- No update on phone/whatsapp for vehicle status so went to the workshop – glad I did !
- Bonnet being repainted today – vehicle with them since monday !
- They forgot to order the parts under warranty, AGAIN ! Third time this has happened IIRC. I can’t even understand how you can forget to order the parts to be replaced. Vehicle has been with them for a week now. I literally went from desk to desk to get the parts ordered today
- Vehicle will be returned on thursday, I guess.
There is no customer care which will help you when dealers don’t do their work. Nissan is not even 1% of how customer centric Maruti is.
Update 2:
Conference call with the ASM service. It has been discussed that the dealership will properly diagnose the issues and share a deadline for resolution tomorrow. Waiting for my magnite to come back home soon with all niggles fixed.
In 20 odd years of car ownership and service this is the first time I felt “lost” – nobody knows anything and there’s no formal matrix for escalating to OEM. Every email to the customer care is just forwarded to the dealership. Nissan India CC doesn’t even bother to try and resolve issues. Maruti is truly the gold standard of customer service and now I understand why it sells in such numbers – peace of mind .
Update 3
Nissan India CC is copied on EVERY email. A few other Nissan employees (guessed emails using linkedin) such as head customer quality North India are copied. 4+ months. 2 dozen odd emails documenting status. NOBODY at Nissan India has bothered to call back ( normal CC calls me and tells me they are looking into it but nothing happens after that
I got the number of the ASM service through a jugaad and he called back only when I texted / called him a few times. Nissan India is definitely the worst OEM in India. They make even MTNL look more customer service oriented
I can’t believe Rakesh ji has setup such horrible processes after looking at how great he was at Hyundai. Seems that even he has given up and nobody’s bothered about anything.
Update 4:
Went to pickup the vehicle. Things seem to be moving now but I am pretty sure nobody senior from Nissan has read this thread. All of the work discussed was done but there was still some sound ( ~20% of the original noise ) coming from the suspension which I pointed out to them during a test drive. I have been assured they will diagnose and fix this as well. They have promised to deliver the vehicle tomorrow but as I am travelling I will pick it up on Monday. Hope it’s fixed properly this time because the workshop in my city has shut down ( today was their last day ) and the new workshop won’t open for the next 2-3 months atleast.
Continue reading BHPian akg7091’s ordeal with his Nissan Magnite for more insights and information.
Keyword: Nissan Magnite: Multiple niggling issues & Nissan's apathetic response