Subject: Ongoing Issues with Vehicle Repairs Nissan Eastern Cape, Unresolved Customer Service, and Lack of Response from Nissan SA

Subject: Ongoing Issues with Vehicle Repairs Nissan Eastern Cape, Unresolved Customer Service, and Lack of Response from Nissan SA

Incredibly frustrated and deeply disappointed with the ongoing issues I have experienced with my 2021 Nissan NP200 1.6 bakkie (which was still under warranty at the time) and the poor customer service I have received from Nissan Eastern Cape (NEC).

To provide context, my bakkie was taken in for repairs under warranty for a gearbox issue. I had to drive the 160 km to the dealership myself, with no offer of assistance from them. The understanding was that it would be repaired within two weeks. I was informed that no courtesy vehicle would be provided, and had to phone someone to come pick me up, driving 320km up and down, fuel costs once again covered by myself. The most frustrating about this was that it also left me without a working vehicle for extended periods. I had to rely on my wife’s car as a temporary solution. For my work in construction and handyman services, it is essential to have a bakkie to carry out my daily operations.

After approximately a month, I was informed that the vehicle was ready for collection, but upon driving it for a few kilometers, the original issue persisted – which clearly indicates that no one in the workshop bothered to check on the completed job to make sure that the vehicle was indeed ready to go out after repairs. I returned to the dealership, explaining the problem and after the workshop manager drove it, I was then told that the inner CV joints were the source of the problem. I still could not get my vehicle. I requested a loan vehicle again, and was provided one with minimal fuel, leaving me to cover fuel costs to get back home again 160km.

After two weeks, I was contacted again and told that the bakkie was fixed, but when I drove it, the shaking started again after around 2000km. While the issue wasn’t as severe, it was still not fully repaired. Risking to be without a work vehicle again for an extended time, having to incur costs AGAIN from my side to take it in for repairs etc. I thought it best to address the issue then again when they follow up and advise on what I should do, or when my next service is due.

In addition to these ongoing mechanical issues, I was only informed after six months that the warranty would not cover the CV joint repairs, despite the workshop manager previously confirming that the failure of the CV joints was likely caused by the unresolved gearbox issue. I was also told that costs associated with this repair would be my responsibility, but that they will motivate that the warranty should cover this.

After this entire process, I have received no communication from the workshop manager himself, and no follow-up regarding the status of the repairs or to check if the vehicle was functioning properly after the repairs. In fact, the first time I heard that my warranty claim had been denied was more than 6 months after the issue was supposed to have been resolved.

The response from the dealer principal did not address the fact that my vehicle is still not fixed. Instead, it only referred to warranty terms and conditions, stating that they consider the CV joint issue as consequential damage. There was no effort to resolve the issue with the CV joints.

What concerns me most is the lack of adequate communication, the fact that my vehicle is still not fixed despite multiple repair attempts, and the ongoing costs that I have been required to bear. After such an extended period without a resolution, I feel that Nissan Eastern Cape has not fulfilled their duty of care to me as a customer, and that the service I have received falls far below what should be expected from an authorized dealership.

I also want to highlight that I contact Nissan South Africa directly by completing their online complaint form on 14 February, which is almost a week ago. As of today, I have yet to receive any acknowledgment or even an attempt from head office to contact me to discuss and resolve these issues. This complete lack of response from the national office is highly disappointing and adds to my frustration with the overall service I’ve received.

Given the circumstances, I feel that the dealership and Nissan South Africa as a whole have neglected to address my concerns in a timely and effective manner. I would also like to understand what is considered a reasonable timeframe for feedback regarding warranty claims, especially considering the impact this has had on my daily life and work. Six months is an unreasonably long time to wait for a resolution on such an important matter.

I would appreciate it if Nissan Eastern Cape and Nissan South Africa could reassess my situation, provide clarity on how this issue can be resolved without further cost and inconvenience to me, and ensure that such service lapses do not occur again in the future. *Why should I be expected to pay for repairs when my vehicle still isn't properly fixed?*

Deon Pieters