Nissan Motor Corporation Tensioner snapped off engine block on 2008 Altima.Bolts were known issue on this car. Company refused to pay full cost for repair when this is clearly a manufacturer defect. Franklin TN

The tensioner (pulley attached to engine block that holds serpentine belt) suddenly snapped off my 2008 Altima several weeks ago causing the vehicle to stop running and have no power steering. 

Fortunately I was on a side road at my office park.  Fifteen minutes earlier I was traveling 60 MPH on a main highway during rush hour.  Had this occurred at that time, I would have been struck in the rear probably shoving me into another car or sent careening into several other cars.  Probably would not have survived that.

The dealer was able to determine that the bolts from the tensioner broke off the engine block, completely shearing the bolt and part of the engine block itself.  The dealer agreed that this was not an issue that could be caused by normal wear on the car.  The car only had 66,000 miles on it.  In addition back in 2008 there was a ‘known’ issue with the torquing of the bolts of the tensioner and a Technical Service Bulletin was issued to dealers.  However, according to Nissan – my VIN number was not included under this bulletin.

The estimated repair was $3,000.  I filed a report with the consumer affairs department of Nissan USA.  They promised to get back with me in 3 days and gave me the name of my case manager.  The case manager apparently did not feel the urgency in our request and did not call at the promised time.  My husband had to contact her and she requested another 3 days, which was unacceptable.  After almost 2 full weeks of trying to get a resolution, she finally called to say they were happy to give us a generous offer of 50% reimbursement of the cost.  She had previously told my husband that she was recommending full replacement.  This was unacceptable and I demanded to speak to another level of authority.  She, of course, said there was none.  Ha.

We wrote a letter to the VP of Customer Quality & Chief Customer Officer, which was forwarded to another Executive Specialist who contacted us stating he was going to review the case.  He was the nicest, most considerate person we had spoken to at Nissan and promised to get back with us, which he did.  However, he said there was nothing more they could offer us, but that the service manager would be reprimanded on her lack of urgent response.  WHO CARES!

I have been a loyal customer of Nissan for over 20 years.  I have leased or purchased 5 Altimas, previously drove a Sentra and even owned a DATSUN! I know I have spent over $150,000 with Nissan between purchases and all the service for the vehicles.  I only asked for $3,000 to cover a repair that was certainly a flaw in design and nothing I could ever have done on my own unless the car was wrecked.

SHAME ON THEM FOR TREATING A LOYAL CUSTOMER LIKE I DIDN’T EXIST!  They rake in billions of dollars and have insurance to cover these types of things.  Their GENEROUS offer of $1500 has soured me for the rest of my life.  I will NEVER purchase another Nissan vehicle and suggest if you have read this far – you SHOULD NOT either.