Matthew P

Unacceptable Warranty Process & Poor Customer Service – DTM Nissan

Summary: I am extremely dissatisfied with DTM Nissan’s handling of a battery failure on my 1-year-old vehicle. I was left without a car for the weekend, misled about the warranty process, and now expected to pay 50% for a battery that should never have failed. To make matters worse, Nissan SA’s complaints process was disorganized and dismissive. I demand a full investigation, a proper resolution, and accountability for the inconvenience caused. Full Complaint: On Friday, I brought my vehicle in for its scheduled service and reported additional issues related to the car’s sensors. Later that day, I was informed that the battery was flat. I was told that in order to process a warranty claim, the battery would need to be charged for 10 hours. I expressed concern about being without a car for the weekend and asked if I could collect it on Saturday. I was told this was not possible, but that I would be contacted on Saturday with an update. That call never came. On Monday, I was informed that the battery was indeed faulty and would be replaced under warranty — but because the car is in its second year, I would need to pay 50% of the cost. I was also told there was an airflow fault that would require another visit to the dealership. This is unacceptable for several reasons: The car is only 1 year and 2–3 months old. A battery should not fail this early without an underlying issue. When I purchased the car, I was told there was a battery issue and that it would be replaced before delivery. I now question whether a new battery was ever installed. I was left without a vehicle the entire weekend, with no communication or update as promised. I was only informed of the cost implications on Monday — not when the issue was first identified on Friday. I still have not received a clear explanation of what caused the battery to fail. To make matters worse, I attempted to escalate the issue to Nissan South Africa. I spoke to a representative named Mbuso, who said he would log a complaint and transfer me to the complaints department. The call dropped. When I called back, I was told Mbuso had left and had not logged any complaint. Another agent, Maselo, finally took my details and confirmed that customers cannot be transferred to the complaints department — contradicting what I was told earlier. I was also denied access to a manager and told to wait 24 hours for feedback. This entire experience has been frustrating, inconvenient, and deeply disappointing. I am now without a car, expected to pay for a battery that should never have failed, and left to chase down a complaints process that seems deliberately inaccessible. I expect: A full investigation into the battery issue and whether it was ever replaced at the time of purchase. A full warranty replacement of the battery without cost to me. An apology for the poor communication and inconvenience caused. A review of the complaints handling process at both DTM Nissan and Nissan South Africa.