Bad Service

Item: Infiniti Motors
Rating: 1
Author: Anonymous

Model: 2014 Infiniti Q50S Hybrid Serial number: 68DEM20168 VIN: JN1BAAV37U ********** On 23 May 2016 09:50 AM, Riccardo Spagni sent the following complaint: Riccardo Spagni ********** Sent: 23 May 2016 09:50 AM To: Marc Turvey Cc: Tommie Hamman Subject: My Poor Infiniti Experience Hi Marc, Tommie, I purchased an Infiniti Q50S Hybrid from you guys last year September. It was a demo model, so very well priced at R505k with all the bells and whistles. There is literally no better adverti*****t for Infiniti than to get people in the car and have them feel the power when you put your foot down, have them marvel at the automatic lane control, and have them stunned by the surround cameras when parking. But despite people being blown away by the vehicle, my purchasing and after-sales experience has been absolutely terrible. Under normal circumstances I'd just write it off as teething problems, but frankly speaking Infiniti comes with Nissan's local pedigree and shouldn't have teething problems. What makes my experience even more glaring is that I've just purchased a VW Amarok Ultimate from Tavcor Commercial in PE, and the entire experience has been incredible. They have dropped me short emails through every step of the process so I knew what was happening, and the sales executive that handled the purchase has made it clear that he is my go-to for every query or issue I have on the vehicle. That is the level of service I'm getting when purchasing a bakkie, which makes the lack of service from Infiniti deplorable. The sales process itself was fairly efficient, although my request for the vehicle registration to be done with a custom number plate was largely ignored and I had to go do that myself after delivery. After taking delivery of the vehicle on Friday, September 11th, Leslie informed me that he'd send through my InTouch access details within a day or two the following week. I heard nothing, despite several follow-up phone calls. Eventually I lost my patience, and phoned Johan and let him know my frustrations. Unsurprisingly, I received my InTouch PIN a day or two later, on October the 2nd. In December I was in Cape Town with the vehicle, and took the opportunity to go through to Infiniti Cape Town (I live in Plettenberg Bay and had the car delivered). There hadn't been any major issues with the vehicle, but there was a loose ISOFIX cover on the back seat, and there were a bunch of scratches on the interior door panel on the driver's side. It's possible that those were there before I purchased the vehicle, but it's also possible that my jeans button has been s****ing that panel as I exit the vehicle - I didn't really care what the cause of the issue was, and was happy to pay for a new panel. Leslie attempted to see if he could swap the panel with one on an existing vehicle, but since that wasn't possible he said the next best thing would be to ship the panel down to me and I could have it fitted at a Nissan in the area. I agreed, and he said he'd be in touch. I have heard nothing from Leslie since then. On February 10th I emailed him and CC'd Johan. I received no reply. On April 28th I again emailed both of them, and received no reply. Now my Q50S has developed the "Now loading all apps" problem, where InTouch hangs loading the apps and never gets past that (climate control, audio, and info screens all still work). This is a known issue and many have reported it on the Infiniti Q50 forum, normally requiring either a software update at the dealership or sometimes a replacement of the head unit. I'm deathly afraid to even have this looked at for fear it will require me to drive all the way to Cape Town and leave the car there for 3 months! I really, REALLY want to be able to recommend that people buy an Infiniti, despite InTouch being an incomplete, horrible mess and literally the laughing stock of the industry, but I can't bring myself to do that when my dealership experience has been so horrendous. How do we fix this moving forward? On Mon, May 23, 2016 at 10:18 AM Marc Turvey ********** wrote: Hi Riccardo, I have read your email and have noted your concerns. I can only apologies on behalf of Leslie and Johan as due to certain circumstances they are no longer with us. I have been the Brand Manager for the past 4 months and this is the first time this has been brought to my attention otherwise I would have made sure that this matter was attended to . Going forward , if I read your email correctly , you would want a New Panel ordered which you mentioned you are even willing to pay for and we need to sort out the InTouch System ? Please let me know if this is correct or if there are any other concerns you need attended to. Solving the problem about driving all the way to Cape Town , I would need you to take the vehicle to your nearest Nissan Dealership and let the diagnose the problem. If we need to order parts we can order from our side and once they have arrived I can give you a call and we can book your car in for the period it will take to fit a Panel and to sort out the InTouch system. Please let me know you are happy with this. I once again apologies for the unprofessional service you received in the past . From: Riccardo Spagni ********** Sent: 23 May 2016 10:34 AM To: Marc Turvey Cc: Tommie Hamman Subject: Re: My Poor Infiniti Experience Hi Marc, No problem - given that they're no longer there I imagine this is the first you'd have heard of it:) That's correct, those are the two main issues. I'm going to Amsterdam and Leipzig tomorrow, and only back in the middle of June, so if you could figure out which Nissan dealership I should be going to then I'll sort it out when I'm back. On Mon, May 23, 2016 at 10:35 AM Marc Turvey ********** wrote: Hi Riccardo, The Nissan dealership in PE .They have assisted us in the past. On Thu, Sep 15, 2016 at 10:30 PM Riccardo Spagni ********** wrote: Hi Marc, Apologies it's taken so long to get back to you, I've been in and out of the country and haven't had a chance to settle. The Q50S is due for a service, and I thought it would give us an opportunity to get the interior door panel replaced, and InTouch either updated or replaced. Would Nissan PE be able to collect and deliver the car for this? I have no problem paying for that, else it'll have to hold off until we're in PE next (October 13-17). Let me know:) Riccardo From: Riccardo Spagni ********** Sent: 15 September 2016 10:35 PM To: Tommie Hamman Subject: Re: My Poor Infiniti Experience Hi Tommie - looks like Marc has moved on to Jaguar, my email to him bounced - Infiniti seems to have an insanely high rate of staff turnover;) Could you please pass my email on to someone that can assist? Thanks! Riccardo From: Tommie Hamman Sent: 19 September 2016 10:08 AM To: Alan Lansdal Subject: FW: My Poor Infiniti Experience Alan Please make contact with the customer , the dealer in Pe has also obtained their Infiniti approval and you can discuss this with the customer and the correct person on that side. From: Alan Lansdal ********** />Date: Mon, 19 Sep 2016 at 11:44 AM Subject: FW: My Poor Infiniti Experience To: ********** ********** Hello Mr Riccardo Spagni, I have contacted the Dealer in PE, (George Service Manager) 041.402.9400 .......... he asked you to give me a call and he will look after your vehicle making sure he gets the parts for your vehicle beforehand etc. From: Riccardo Spagni ********** Sent: 01 October 2016 12:51 PM To: ********** />Subject: Infiniti Q50S Service Hi George, Per our phone conversation earlier this week, the vehicle's details are below, as are the list of issues that you may need parts for. Model: 2014 Infiniti Q50S Hybrid Serial number: 68DEM20168 VIN: JN1BAAV37U ********** - 16 000km service - InTouch seems to be broken, it gets stuck at "Now Loading All Apps" and never goes beyond there (see attachment). May require just software update of InTouch, but may also require a replacement of the InTouch unit (there are posts on the Infiniti Q50 forum about either needing to be done for this problem) - plastic panel on the inside of the driver's door is scratched and needs to be replaced (see attachment) There are also a couple of scratches on the passenger side of the car, my wife scratched a pole in the mall parking lot and it also appears someone dinged the car with their door, are you guys able to fix that? I assume you'd be in the best position to do so and match the paint and so on. In terms of timeframes, we're going to be in PE from midday on October 13th, until October 17th. We can drop the Inifiniti on the Thursday and then hire a car, and collect it again on the Monday (unless you think you'll be done sooner than that). Let me know if that suits. Thanks! George Skorbinski responded on 3 October 16 7:16 AM, advising, and I quote: "I will see that all the relevant parts are available to complete the service the same day. Body repairs however will require more time. Dings and polishing can be arranged and completed the same day but if the vehicle needs to be sprayed it will be difficult to give a time frame until the actual inspection has been done. As for the InTouch we will have to load a TR with NSA and request information on this issue. If updates are available we can also attend to this the same day. I have requested our parts department to quote on the plastic panel. Once this info is sent through I will check for availability and be in contact." From: George Skorbinski ********** />Date: Mon, 03 Oct 2016 at 7:16 AM Subject: RE: Infiniti Q50S Service To: Riccardo Spagni ********** Morning Ricardo, Trust you are well. I will see that all the relevant parts are available to complete the service the same day. Body repairs however will require more time. Dings and polishing can be arranged and completed the same day but if the vehicle needs to be sprayed it will be difficult to give a time frame until the actual inspection has been done. As for the InTouch we will have to load a TR with NSA and request information on this issue. If updates are available we can also attend to this the same day. I have requested our parts department to quote on the plastic panel. Once this info is sent through I will check for availability and be in contact. Trust you will find the above in order. No word from anyone from Infiniti every since this email was sent. Other issues that have surfaced recently: 1. Right wheel is making a slight knocking noise 2. The locking mechanism makes a drilling sound everytime you lock the vehicle Expectations. 1. All issue's to be resolved with this car at Infiniti's expense 2. Apology letter from the DP

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Infiniti Motors

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