Thursday, March 30, 2006

Nissan strikes again

I don't know if it's good customer service or not, but Nissan tested my patience today.

As an update to my previous reports regarding the defective windows in my Nissan Altima, after the "consumer affairs specialist" contacted me and told me Nissan would do nothing to resolve my problems, I sent a reasonably lengthy complaint letter to their headquarters in California. I must say, at this point I have resolved that Nissan really doesn't care about my satisfaction and going to do anything about it, my only real purpose is to make sure they know that they've made a thoroughly dis-satisfied customer.

After the frustrations with Nissan are all but out of my mind, what happens today? The SAME rep who called me the first time telling me that Nissan would do nothing about my problems, and had an excuse for everything in an attempt to convince me that my problem was not their problem, calls me again! For a brief moment I thought perhaps they had decided to own up to their problem... not so fast. No, this person had the courtesy to call me back and tell me that she "received my letter", gave me more of the same excuses that she gave me the FIRST time I talked with her, and informed me that Nissan has not changed their decision. My thought? WHY DID YOU EVEN BOTHER CALLING ME TO TELL ME THAT NOTHING HAS CHANGED?! Ridiculous if you ask me. She did say that she would forward my letter on to the "executive" level... which is really what the intent of the letter was in the first place. Put it in the hands of someone who actually should know how customers are satisfied or not.

One more thing to add to my collection of "examples of bad customer service".

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