Frustrated with customer care India since 4/5/15, sent the following mail to Nissan Japan on 17/5/15 but still could not get any reply till date:
I purchased Nissan Micra- DL-9CAA- 2951 bearing invoice no.VSLA11000233 on 23/10/2011 from M/s SKY NISSAN (Sameet Motors Pvt. Ltd., 63, Rama Marg, Najafgarh Road, New Delhi- 110015 with Extended Warranty up to 80, 000 kms or dated 22/10/15.
The car is under repair- (odometer reading 75547 kms, at authorized service station- M/s Unity Nissan, Rohini, Delhi- 110042 since[protected] for a complaint of heavy smoke emissions and repetitive loss of engine oil. When the car was taken to them, it was informed to me that car has a compression leakage in engine resulting in heavy smoke emissions and loss of engine oil. For this reason engine needs to be opened and repaired. Since the car was under extended warranty, they referred the case to Extended Warranty Department (EWD). After couple of days I was informed by the service station that EWD has given approval and they are opening the engine. After 2 days I was told about the exact problem in engine which needed a massive repair and they are starting. After one week I was informed that repair under extended warranty has been rejected by EWD stating reason of outside oil filter found. As per them warranty becomes void as soon as any repair carried out in car except from authorised service station.
In this regards first of all my submission is:
1. Why EWD had given approval to authorised service station to open the engine without looking into the history of the car and later rejecting the claim?
It is the prime duty of EWD and service centre, to intimate to customer, in advance, prior to taking such a major decision. Rejecting the claim later, on the plea of outside repair i.e. engine oil and oil filter change, is very insignificant.
This is a case of gross negligence on the part of EWD. If they had to check the service records, they should have done well before giving the approval for engine opening but in this case they gave approval first and did there verification Later . In this case EWD has been miserably failed to follow the set procedures for a claim, approval. Why customer should suffer? Now, who is going to pay for the huge repair cost?
2. How EWD can refuse the claim and that too without even talking to customer?
Without knowing the circumstances under which oil filter and engine oil was changed from some outside service station, they have behaved absurdly. Many Mails have been sent to customercare India, and many telephonic follow ups were made with different people of customercare in this regards but till date there Is not a single word reply received from Nissan India, which is a serious violation of customer rights.
For your kind reference here is brief -when and what happened sequence along with communication with customercare India in trailing mails:
The service centre has opened up the engine after taking approval from the Extended warranty department (EWD) stating the compression leakage found in engine. Now Service centre has confirmed that car will be repaired on paid basis as EWD has rejected the claim. The reason of claim rejection confirmed by service centre through mail dated 11/5/15 is mentioned below:
“This is to bring in your kind notice that your vehicle extended warranty claim was rejected by TVS with the reason that your vehicle reported to Kaizen Nissan for the complaint of oil indication light on cluster meter. And that time, engine oil found nil in your vehicle, filters outside fitted consequential damages the engine which is not covered under extended warranty. Now, your vehicle engine is need to over-haul and kindly give us approval for the start the engine work on paid basis.”
Is it a professional approach or procedure to settle such issues? Why EWD has not taken the history of vehicle before giving approval for engine opening? Why customer has not been informed in advance that if engine is opened and claim could not be approved, expenses will be borne by customer?
The service record clearly confirms that vehicle has been serviced at authorised service station as per prescribed maintenance schedule. Last service was accomplished at 70, 000 kms. From Kaizen Nissan Okhla. Vehicle was reported again at service centre but now nearest point at Kaizen Nissan-Moti Nagar, New Delhi at odometer reading -74510 kms due to low engine oil indication problem.
First time the oil indicator had started blinking in late evening while driving back to Delhi with family on highway. Heavy smoke was also observed. It means some major problem had already occurred in the engine. The Vehicle was taken immediately to the nearest Garage as authorised service station was not there in 100 kms radius and timing were odd. To give the first aid, Engine oil with oil filter was changed. The oil filter was ISI Mark- Elofic Filter.
Next day vehicle was reported to authorised service centre, Kaizen Nissan, Moti Nagar. The fresh engine oil was filled and oil filter was changed. They also confirmed that warranty is void due to outside filter.
The incident clearly indicates that problem is not due to change of outside oil filter rather it was already there. Why Engine oil dropped to such a low level when Vehicle has been continuously (Up to 70000 kms) serviced at authorised service station? Why service centre tend to void the warranty without sufficient basis or without referring to the history of the vehicle?
The heavy smoke had been a repeated problem since odometer reading- 50000 kms which was reported every time to service centre (M/s Kaizen Nissan Okhla- New Delhi). The proof can be checked on Job card where customer signs when giving vehicle to the service centre. They never took serious action to the problem otherwise this problem would not have taken place.
Alternately they would have checked the drain out engine oil properly. If it was below the prescribed level it was clear indication of some disaster but it was never brought in the notice.
Why Service centre behaves so irresponsibly and ignore the major indication of any problem? Why Nissan authorise such groups like Kaizen Nissan to service their cars? And why they don’t have strict control over the service centres as per the established norms?
Since 8/5/15 onward so many mails have been forwarded to customer care India and cc to customer care Japan as well with all the details and documents but till now even a single reply has been received so far.
Better you should close the customer care department in India who is good for nothing.
Now my request to you is kindly look into the matter seriously an advice what to do?
I didn't receive any communication from customercare India but same is not expected from Nissan Japan. However if I don't, I will be forced to go to different forums and consumer court.
Regards
Deepak Nag Was this information helpful? | 
Post your Comment