Utterly poor service on Nissan NV200 Panel Van

Our company vehicle (Nissan NV200 Panel Van) didn’t want to start on Tuesday morning 15 August 2023. The day before the vehicle was used fir various trips and it worked perfectly fine. I contacted the insurance upon which they suggest they take it to the closest Nissan dealership. They fetched it with a tow-truck and took it to the dealership the same morning. The next day, Wednesday, the dealership notified me that the starter us faulty and needs to be replaced. I agreed and gave the go-ahead.

Later in the afternoon the same day, they informed me they cannot get hold of a new starter because there is a stock shortage but they are trying to source it elsewhere. I then instructed them to service the vehicle at the same while it is waiting for the new started.

I informed them that the vehicle is crucial for our business and we need the vehicle back by latest Friday around 3pm. They then confirmed the Thursday the new starter will be delivered the next day (Friday morning) upon which they will complete the work.

I was given the invoices upon which everything was paid when we arrived there on Friday at around 3pm just to find the vehicle not ready. This was a special arranged collection and I ask my team to wait for the vehicle. Eventually at around 5pm we were informed they fitted the new starter but it still doesn’t start. Now, what do we do at 5pm on a Friday !!??

The workshop then started the vehicle by using a “special wire” and told my team that they can take the vehicle as is but will have to bring the vehicle back on Monday. When my driver got in the vehicle, several warning/error lights were on upon which he advised the workshop. They told him there us nothing they can do because by now the workshop is closed.

The vehicle was then returned the following Monday morning (21August) so they can attend further to the problems. I even suggest I get the support team from the vehicle tracking unit installed to check if it is in order. I arranged this and the next morning the support team visited the dealership and inspected upon which they confirmed there is nothing wrong with their unit.

Tuesday, no-one contacted me but I eventually contacted them to find out the progress. At around 2pm I was promised that the workshop manager would call me before closing time the same day. This never happened.

I called several times on Wednesday (23 August) without getting hold of anyone who could give me an update. At around 2pm again I was eventually promised a call back in 5-minutes. This never happened. Eventually at 3pm I was notified that vehicle is still not fixed.

I informed them that the vehicle is crucial to our business and we need it repaired urgently. I was again promised feedback before closing time on Wednesday. This never happened.

It is now just over a week later and not sure when the vehicle will be fixed even after we paid for the repairs……