How’s this for an example of Nissan’s customer service.
My car had been off the road for 3 years and following an engine swap had a misfire despite fitting a new PTU. In the end I had to fit a new wiring loom and ’coz the plenum chamber was off, decided to have the injectors cleaned at the same time.
While they were away I ordered new o-rings for them from my local dealer. When they arrived they were in packs of 5 which meant I needed 2 packs which came to around £23. (as it happened I didn’t even need them!<img src="http://www.zclub.net/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt='
'>
I felt that selling parts for a 6 cylinder car in packs of 5 was a deliberate attempt to overcharge for an already overpriced part so I logged a complaint via the Nissan UK web site. Nb - the same part on Courtesy is $0.40.
After several reminders I received this :-
Our ref: 474038
Dear Mr Dick,
Thank you for your email.
I am sorry to hear of your dissatisfaction, I regret however, that I am not
in receipt of your previous correspondence.
In order to resolve the complaint could I suggest that you contact one of
our representatives at our Customer Service Department between Monday and
Friday (office hours) on telephone number 01923 899334 should you wish to
discuss the matter.
Please quote the reference number at the top of the email.
Once again, I am sorry that I cannot answer your question at this time.
May I take this opportunity to thank you for contacting us.
Yours sincerely,
So I sent this :-
As I could not find a contact email address on your web site my original communication was via the contact facility. As a consequence I do not have a copy of my original communication.
My car is a 1990 Nissan 300ZX TT, UK specification and around 2 months ago I had call to order replacement o-rings for the injectors. I don't have the receipt to hand at the moment but I was quoted over £2 per o-ring although I considered this to be somewhat over the odds (the same part was quoted as $0.40 on the Courtesy Nissan web site) I went ahead and ordered them.
When I went in to Morison's in Falkirk to pick them up I was handed 2 packs of 5 and told "this is how the come and we can't split them" (he also mentioned that this was due to decimalisation!<img src="http://www.zclub.net/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=''>. As I'm sure you are aware, all Z32's are 6 cylinder and to the best of my knowledge Nissan don't produce any 5 or 10 cylinder engines so I have to assume that using packs of 5 is a deliberate ploy to extort even more for an already overpriced part.
To cap it all, they turned out to be the wrong o-ring (the parts diagram is not particularly clear) but because had quoted the part number I was told they could not be exchanged. The only reason I supplied the part number in the first place was to save the partsman having to look it up. That's the last time I try to be helpful!
To which I received :-
Our Ref : 474038
>
> Dear Mr Dick
>
> We thank you for your email received in our office on the 21st August 2002
> and apologise for the delay in replying.
>
> We thank you for more information provided although we note that this did
> not include the registration number of your vehicle. We would advise
> Nissan are constantly checking the prices of our parts to make sure we
> stay competitive. We believe that our parts are realistically priced
> compared with those of other motor manufacturers. We would advise that
> Nissan prices reflect our research and development, and the quality of
> the product itself .Many other issues are considered when setting our
> parts prices, including manufacturing and distribution costs. Parts are
> subject to current demands and sometimes parts may be discontinued or sold
> as part of larger unit if the demand for the item has reduced.This does
> sometimes apply to parts for older vehicles.
>
> We hope that this helps to clarify the matter and thank you for taking the
> time and trouble to contact us.
>
> Yours Sincerely
And my reply :-
Firstly, how exactly did you manage to receive my reply on the 21st August 2002? Even if you meant to say July this conflicts with the auto generated acknowledgment I received on 18/7/02!
I do not consider this to be even close to an explanation - how does this in any way explain packing o-rings for a 6 cylinder car in packs of 5! What exactly do you mean by the comment "we note that this did not include the registration number of your vehicle."? You will have noted that my original complaint was logged via your web site therefore the registration would have been entered there if requested.
I feel I have given you ample opportunity to explain your position and will now be circulating this correspondence within the 2 Nissan owner's clubs I belong to.
My car had been off the road for 3 years and following an engine swap had a misfire despite fitting a new PTU. In the end I had to fit a new wiring loom and ’coz the plenum chamber was off, decided to have the injectors cleaned at the same time.
While they were away I ordered new o-rings for them from my local dealer. When they arrived they were in packs of 5 which meant I needed 2 packs which came to around £23. (as it happened I didn’t even need them!<img src="http://www.zclub.net/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt='
'>I felt that selling parts for a 6 cylinder car in packs of 5 was a deliberate attempt to overcharge for an already overpriced part so I logged a complaint via the Nissan UK web site. Nb - the same part on Courtesy is $0.40.
After several reminders I received this :-
Our ref: 474038
Dear Mr Dick,
Thank you for your email.
I am sorry to hear of your dissatisfaction, I regret however, that I am not
in receipt of your previous correspondence.
In order to resolve the complaint could I suggest that you contact one of
our representatives at our Customer Service Department between Monday and
Friday (office hours) on telephone number 01923 899334 should you wish to
discuss the matter.
Please quote the reference number at the top of the email.
Once again, I am sorry that I cannot answer your question at this time.
May I take this opportunity to thank you for contacting us.
Yours sincerely,
So I sent this :-
As I could not find a contact email address on your web site my original communication was via the contact facility. As a consequence I do not have a copy of my original communication.
My car is a 1990 Nissan 300ZX TT, UK specification and around 2 months ago I had call to order replacement o-rings for the injectors. I don't have the receipt to hand at the moment but I was quoted over £2 per o-ring although I considered this to be somewhat over the odds (the same part was quoted as $0.40 on the Courtesy Nissan web site) I went ahead and ordered them.
When I went in to Morison's in Falkirk to pick them up I was handed 2 packs of 5 and told "this is how the come and we can't split them" (he also mentioned that this was due to decimalisation!<img src="http://www.zclub.net/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt='
'>. As I'm sure you are aware, all Z32's are 6 cylinder and to the best of my knowledge Nissan don't produce any 5 or 10 cylinder engines so I have to assume that using packs of 5 is a deliberate ploy to extort even more for an already overpriced part.To cap it all, they turned out to be the wrong o-ring (the parts diagram is not particularly clear) but because had quoted the part number I was told they could not be exchanged. The only reason I supplied the part number in the first place was to save the partsman having to look it up. That's the last time I try to be helpful!
To which I received :-
Our Ref : 474038
>
> Dear Mr Dick
>
> We thank you for your email received in our office on the 21st August 2002
> and apologise for the delay in replying.
>
> We thank you for more information provided although we note that this did
> not include the registration number of your vehicle. We would advise
> Nissan are constantly checking the prices of our parts to make sure we
> stay competitive. We believe that our parts are realistically priced
> compared with those of other motor manufacturers. We would advise that
> Nissan prices reflect our research and development, and the quality of
> the product itself .Many other issues are considered when setting our
> parts prices, including manufacturing and distribution costs. Parts are
> subject to current demands and sometimes parts may be discontinued or sold
> as part of larger unit if the demand for the item has reduced.This does
> sometimes apply to parts for older vehicles.
>
> We hope that this helps to clarify the matter and thank you for taking the
> time and trouble to contact us.
>
> Yours Sincerely
And my reply :-
Firstly, how exactly did you manage to receive my reply on the 21st August 2002? Even if you meant to say July this conflicts with the auto generated acknowledgment I received on 18/7/02!
I do not consider this to be even close to an explanation - how does this in any way explain packing o-rings for a 6 cylinder car in packs of 5! What exactly do you mean by the comment "we note that this did not include the registration number of your vehicle."? You will have noted that my original complaint was logged via your web site therefore the registration would have been entered there if requested.
I feel I have given you ample opportunity to explain your position and will now be circulating this correspondence within the 2 Nissan owner's clubs I belong to.
