Terrible service

To Whom it May Concern,

My vehicle broke down on Saturday the 2nd of November 2024 – Nissan Xtrail, LB32GHGP – and was sent in to Nissan Northwest for diagnosis and repair. Please see my original mail to Northwest Nissan below:

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Hi Feryal,

I trust you are keeping well,

Please note my Nissan X-Trail is coming in for diagnosis/repair today: LB32GHGP (First Help is going to tow the vehicle in). I suspect engine failure, please see incident below:

I was driving along Ontdekkers Saturday night when the car started losing power and smoke came out of the engine. There was no engine light on or any error displayed at all. I pulled over to try find the problem, but could see no evident issues anywhere in the engine compartment. I then continued driving, hoping to make it home, but a few km from home the car had lost all power and could no longer move forward. I arranged to be towed home. The car still starts now, but sounds awful. It still baffles me that there is no engine light, no error messages.

The vehicle is still under manufacturer’s warranty, so I am confident that this can be addressed within warranty.

Please could you book the vehicle in and keep me informed.

…

The diagnosis from their workshop was as follows:

The Turbo is damaged and will need replacing. They are awaiting go-ahead from Nissan SA (Warranty)

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One of the pipes involved in the turbo replacement was on backorder, so Nissan SA arranged a courtesy car for me to use while they waited for the part to arrive. When the part arrived a few weeks later the turbo was replaced and I was informed I could collect the car on Saturday 7 December – which I did. Other than the replacement turbo and oil pipes for the turbo, gaskets, and studs, nothing else was listed as done or replaced on the car, including the oil. I enquired multiple times with my service consultant and the service manager whether their was any residual damage in the engine (due to the damaged turbo) that may result in metal filings in the oil, but each time I was told in no uncertain terms that there is no residual damage and no metal filings.

Since I have owned many different cars in my life, and have experienced a blown turbo before, I was very concerned that the damaged turbo had in fact caused metal filings to circulate through the motor, which would continue to cause damage as time went on. Nissan Northwest did not change the oil or check for metal filings, even when I asked them multiple times to double check. This left me no choice but to check for myself when I got the car back.

On Sunday 9 December I drained the oil and filmed the entire process on my phone. What I found were metal shavings in the bottom of my oil bucket. I tested with a magnet and some of them were indeed magnetic particles (some but not all). I then changed the oil (my receipt for the new oil is available) and that same day I returned to Nissan Northwest – with the oil bucket as evidence – to inform them of what I’d found. I was told by Riaan, the service manager, that metal filings in the engine oil were perfectly normal and part of an engine’s natural wear and tear. He was extremely insistent that the metal filings had nothing to do with the damaged turbo and there was no way for them to get into the oil without going via the piston rings; which I know to be a completely inaccurate as the filings could enter the engine through the air breather pipe or through the oil pipe that supplies the turbo with oil.

I decided to seek a second – and then third – opinion from different Nissan branches. I enquired next at Nissan Midrand. There I spoke with their service manager and was told the complete opposite of what Nissan Northwest had stated. He said it is unheard of for a dealership not to replace the oil after a turbo replacement and that it is imperative to check for metal filings in the oil that would cause ongoing damage, or to investigate whether any existing particles were the cause that damaged the turbo in the first place. I also spoke with the Service manager at Nissan Clearwater, who put me in touch with Etienne from Turbo Exchange (their preferred service provider for turbo repairs/replacements). When I described the situation to Etienne he said it’s “impossible” for the turbo nut to come off on its own (which is the cause described by Nissan Northwest) without foreign bodies [in the oil] having caused the damage/weakness or oil starvation. His thoughts are that most likely the metal filings were already present in the oil from some other internal engine damage, which in turn damaged the turbo. Nissan Clearwater also insisted that a turbo should never be replaced without also checking for residual damage and metal particles in the oil. Both Nissan branches stated that it is very unlikely for a turbo to fail so early on in a car’s life (130000km). Nissan Clearwater also suggested that we get a report from Etienne (Turbo Exchange) as he deals with turbo’s on a daily basis. I have requested for the damaged turbo - which is at Northwest Nissan - to be shipped to the Clearwater branch (this is the closest branch that Turbo Exchange deal with). They [Turbo Exchange] will inspect the turbo and write a report on their findings. I am still waiting for Northwest to give me the go-ahead or a response to this request.

On Tuesday 10 December I went back to Nissan Northwest to inform them of what I’d learned at the other Nissan branches, but despite the differing opinions/diagnosis of two other experienced service people, Riaan from Nissan Northwest continued to insist that the turbo bolt had simply come off and there could not be any other physical damage to the motor as a result (or precursor). I also told them about a rattle that wasn’t there previously. The mechanic that worked on the vehicle took the vehicle for a test drive and couldn’t hear anything, but both myself and my wife can hear/feel it clearly. The first time I collected my work colleague, he asked me what’s that noise? My wife asked me what’s that noise? I’ve since managed to narrow the rattle down to the ***l cover. There are a few clips missing - which I’m assuming Nissan broke when replacing the turbo. I have ordered some from parts which were meant to have arrived on the 12th December and I’m still waiting for them.

I, having chosen to believe my own past experience and the recommendations of the other Nissan branches, continued to insist that the motor be tested for residual (or preceding) damage. It was only at this point, 3 days later, that Riaan suddenly stated Nissan Northwest had indeed changed the oil after the turbo replacement. However, there was no record of this either on the job card or any prior communication I’d had from them (Feryal listed each item that they had replaced when I collected the car, and oil was never one of them). And, since I had changed the oil a day after taking the car back and found metal particles (I’d only done a few km and the oil was black), it would mean a considerable amount of metal is flowing through the motor (if Nissan Northwest did indeed change the oil ) – this would mean the problem is even worse than I’d imagined. Needless to say I do not believe Nissan changed the oil, and instead chose to lie to me when I continued insisting.

When the matter was brought to the Nissan Northwest dealer principal’s attention, he could only ask me if I was qualified mechanic, and if there is oil in a piston. This I found highly condescending. Riaan was at least kind enough to warn me that if I chose to proceed, I’d likely be in a situation whereby the motor gets stripped for investigation and I sit with the bill after the warranty declines the claim . Neither of them even considered my point of view and what the other dealerships had told me, and would not provide an alternative to prevent my suspicions from coming to fruition.

To add to my frustration with Northwest Nissan, I was considering purchasing a new Nissan Navara so I wouldn’t have to deal with the uncer*****y of latent damage to the motor and the vehicle no longer under warranty. I went to the Nissan website where I found a promotion on a Navara LE 4x2 for R 539 900 (advert attached). I chatted with the sales lady (she was very friendly) but uncertain of the price. She confirmed with her manager about the price and he simply shrugged, oh no, it’s a mistake. Thanks for bringing this to his attention and dismissed me. I then found out the vehicle is selling for R 100 000 more than the advertised amount.

I have ordered service kits from the parts department which took 6 or more months to arrive, when I finally received them, the incorrect oil filter was supp**** in the kits. My wife gathering information for a query that Feryal had on one of the scheduled services was in disbelief as to how rude she is in her communications. She asked me why I haven’t complained about her and Chane-Lee (another service adviser). My overall experience with Northwest Nissan is extremely unsatisfactory.

I have had many vehicles in the past and dealt with many dealerships, and this one by far has been the worst. I urge Nissan South Africa to investigate further.

I am of the opinion that Nissan Northwest have not done their due diligence and that my car will definitely sustain further damage in future. Considering my manufacturer warranty is up in March 2025, I would like the issue to be resolved well before then.

I rec

update

I have since taken the vehicle in to Nissan Clearwater for the cars 132 000Km service with the following concerns on the job card:

• Turbo was replaced, oil was not replaced with turbo change • Flat spot in 3rd and 4th going uphill • Possible excessive blow by • Check for metal particles in engine

I was met by service adviser Marina (very friendly), I told her my concerns and she immediately called her foreman to assist us. He immediately advised me that the DPF was meant to be replaced when the new turbo was installed. Nissan’s procedure of replacing a turbo is the following: 1. Replace turbo 2. Send Intercooler for cleaning 3. Replace feeder pipes 4. Replace DPF 5. Clean intake pipes 6. Clean boost pipes 7. Replace engine oil with engine flush 8. 1500km – 2000km replace oil again. 9. Oil turbo with oil can prior to start 10. Clear error codes

He immediately suspected that the issue I was having with the occasional flat spot and the blow by might be a clogged DPF (it will create more pressure). He advised that they will run a regeneration of the DPF.

I was called the same afternoon, advised that the vehicle was ready for collection with the following findings.

Carried out 135 000Km Service Report: Boost pipe leaking to be replaced Intake pipe leaking Wrong battery in vehicle (Stop start not working) Left calliper needs replacing Subframe to be replaced (bushes) Rear wiper blade to be replaced Torque Mounting to be replaced. No metal shavings found

The car was with Northwest Nissan 2000km earlier and they found none of these problems, nor did they repair the turbo as per the workorder. I have subsequently discovered that Northwest Nissan was using the wrong oil in my vehicle all these years (which clogges up the DPF sooner). My manual stipulates that 5w-30 oil is required with a C4 specification. Its clearly marked in the owner’s manual. I subsequently found out that they only use 5w30 oil with a C3 specification. This oil is meant to be used on models that are not fitted with a DPF. They have been using this oil for years.

My overall dealing with Nissan Clearwater was far more superior to Northwest Nissan. Clearwater never treated me like they were doing me a favour.

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Please see my concerns and further communications with Northwest Nissan’s below: … Hi Feryal, Nissan SA called me and we sorted out the rental. I have a couple of concerns regarding the damaged turbo – please see my questions below: 1. Did the turbo seize as a whole? 2. Did the bearing fail? Failure of the bearing would surely result in metal particles throughout. 3. What caused the turbo damage? 4. Was their oil starvation to the engine at any point? 5. Would the above result in long term damage? Please keep in mind I drove the vehicle for a few km before the car wouldn’t drive anymore (not knowing the turbo blew and hoping to make it home that night). This may have caused insufficient lubrication to the motor, resulting in damage. Is there a specific method the technicians will test the motor. The last thing I want is for the new turbo to be installed and not be sure that everything else is still functional. …

good morning

1. the turbo did not seize as whole - the nut came off, we will be able to say once the turbo is removed 2. no the bearing did not fail, shavings will accumulate in the intercooler if any is present, this cannot enter the engine internally, we will only be able to advise once removed 3. damage could be caused by age or high mileage and material failure 4. No there was no oil starvation, the turbo does not supply the engine with oil pressure and the oil pressure indicator would have illuminated indicating oil starvation due to pressure drop in system. 5. no it will not result in long term damage as the turbo is an external influence that only supplies air pressure to the cylinders

Good day

Please see attached pictures of your turbo, Technician and my manager confirms no further damage done to surrounding components of your turbo.

they have tested the vehicle all is in order you may collect tomorrow morning between 8-11am

i trust all is in order

Thank you for your time and I look forward to finding a fitting resolution.