I am writing this letter in the attempt to advise Nissan Consumer Affairs about my recent and ongoing experience in my attempt to repair my 2005 Nissan Murano.
On November 20, 2007, I, along with a mechanic, confirmed that there was something wrong with my radiator. Radiator fluid was leaking on the side facing the engine. I found this to be strange because no other damage was found on or around the vehicle. I then contacted Nissan Consumer Affairs via 1-800-647-7261. A customer service representative responded and initiated case # _____. He asked and recorded my contact information, the issues I was having, and informed me that my case would be forwarded to a Regional Follow-up Specialist and I would be receiving a call within 24 hours. 24 hours came and went. I attempted to contact Nissan Consumer Affairs again, both times I was told that I would receive a call that I never received. Five days later, on Monday, 11/26/2007, I was contacted by District 36 Mid Atlantic Regional Specialist Ms. Bello via 1-866-799-1690 ext. 1501.
Here are the current issues as I described to Ms. Bello:
1. My car was purchased in the U.S., is currently located in Italy and is still under warranty (about 25,000 miles and manufactured within 36 months)
2. The nearest Nissan Service Center (contact info provided below) is over 60 miles away from where my car is currently located. My car is not drivable due to the fact that the car will suffer additional and more severe damage.
3. I contacted Nissan Europe and Nissan Italy. Both do not have my vehicle/warrant information and stated that they cannot assist me until they have that information forwarded to them from Nissan North America.
4. My Nissan Service Center cannot file claims to Nissan Europe, only Nissan Italy.
I have attempted to resolve this situation with Ms. Bello, however, no resolution has been found. I asked her to contact Nissan Europe or Nissan Italy and attempt to relay my information through them. She stated she cannot do that. I offered to upfront and later file a claim for the expenses of the transport and repair of my vehicle. She stated that I cannot do that. I requested to speak with a supervisor, or someone else who can resolve my situation, and she stated that she had already communicated the problem with her supervisor. She stated that the ONLY resolution is for my Nissan Service Center to file the claim to Nissan Europe. I have attempted to contact and resolve the situation from my end in Italy, all of which have individually stated that because my vehicle/warranty info is not in their system, they cannot assist me until Nissan North America provides them the information.
On November 30, 2007, I contacted Ms. Bello at 0900. She informed me that a fresh policy was established and that she was able to contact Nissan Italy. She promised she would call me back later that day and notify me of the results. I tried numerous times to contact Ms. Bello before she left the office, all of which were unanswered and I did not receive her promised call once again. For the fifth time this week, her voice mailbox was full and I was unable to leave a message. So, I am forced to wait until Monday, December 3, 2007, at 1400 local time for a possible opportunity to resolve this situation.
After six business days and not receiving SIX promised call backs from Ms. Bello, I feel as though Nissan is acting in a negligent way and not proving adaquate service to their vehicle that is still under manufactures warranty. I am in need of my vehicle on a daily basis and have been without transportation for almost 2 weeks, with no resolution in sight.
A car rental request and transportation expenses were denied by Nissan North America.
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