Nissan Motor India Pvt. Ltd — Warranty and extended warranty revoked without understanding the customers side

Address:	Nissan Motor India Pvt. Ltd. 5th Floor, ASV Ramana Towers, 52, Venkatnarayana Road,T.Nagar Chennai-600 017
Website:	www.nissan.in/contact-us.html

Below is the email i wrote to Nissan on 30th May 2019 and even though they called me multiple time not a single person who called is willing to listen to the customer's point of view.
I have reminded them 12 times through email and i have kept all the emails intact.
All i have been getting is a standard reply.

I am requesting people who understand customer support at Nissan to respond and resolve this for me ASAP.

[protected]-----
This is the email which i wrote to Nissan on 30th May 2019

It is with great disappointment that i am writing this email. I am thoroughly dis-satisfied with the kind of dealing i had with Nissan and its dealers in Chennai.

I made a recent visit to a service center (Lakshmi Nissan in Guindi Industrial estate, Chennai) for my NISSAN MICRA CVT ( 2 year old vehicle under extended warranty) since i had a problem with the fuel indicator.

I was told that the problem was with the float and it had to be replaced. I informed them that the vehicle is under extended warranty so please go ahead and replace it.I believe why we take extended warranty is to have a hassle free experience. The service people at Lakshmi Nissan enlightened me against this belief i had and told me that it might take one day for the entire PROCESS to be over.

Since i was with my family, i told them that i will send the car the next day. The service engineer told me next morning that since i delayed the service for 3 months in between, it will be better for me to be there at the service station. I asked him if that was a big issue since i was on travel, there was a delay in service and also i found later that i was within the 10, 000 km during that time.To be precise i should have give the car for service by 1st week of January 2019 and i gave it by 1st week of April 2019.

Next day when i called back to understand what was happening since there was no update, the service engineer told me the request was rejected by Nissan warranty GROUP as they call it.The reason was the delay in sending the car for service.

Now i have a question here to Nissan.

We customers buy cars to use it and there might be situations when a customer might be delayed due to genuine reasons. Let us take a situation where i travel to different state when the km was close to 10, 000 km and did not have the time to send it for service.

Should i cancel my travel and roam around in Chennai just because i should service my car on time OR should i go around Chennai again and again so that i reach stipulated km and bring it to the service station after i reach 10, 000 km. Please understand the rules are for the customer to understand that the car has to be serviced regularly and to make sure that they do not deviate too much eg: Not servicing for a long time or using the car for say 20, 000 km without service.

This is my second car from Nissan and i have been always serviced my car regularly and 90% of the instances on time.I ensure that my car is always in immaculate condition and i use it with care.

Now it has been 3 days or more and still i do not have an update on when i will get my car back

Now to talk about SLA and conditions to be fair to both.

1) When i booked this car after i paid the advance, the delivery of the car was delayed for almost 2 months. I had to call the sales people again and again to follow-up. Nissan rules do not apply here i guess. No one from Nissan cared to call or to apologize for the delay
Neither i was given any compensation ( going by the fairness to a customer)

2) I had paid Rs 10, 000 extra since they could not give me a quick quote for the insurance.They informed that the remaining amount (Rs 6500) will be returned immediately.Till today after 2.5 years, i have not received the amount . I do have the statement with me indicating this.

I have been following up with the dealer in vain. Nissan rules are such that a customer can tolerate anything i guess.

3) I paid for extended warranty when i purchased the vehicle.The dealer kept the amount for close to 1 year and i had to follow-up several times to get them to pay up and get me the document. Now Nissan's rules do not apply to these i guess.No SLA .

4)When i sent my car for service i informed (over call - this is usually the case) them that my car did not start once and i had to jump-start it and asked them to check the battery since it was under warranty.

This was when my car was less than 1 year old. The service people gave my car back saying that everything was in perfect condition .After a month, i had the same problem, and by then the warranty was done with and i had to pay 50% of the battery cost.

Customer is always at the receiving end according to Nissan's policy. I raised this with the service people and guess what they said. There was no record that i had complained about the battery according to their service history records.

5) Couple of weeks after i purchased my recent car, i was perplexed to see that every weekend, one of my tyres was flat and i took it to a local guy to see if there was any puncture and he said he could not find any.

I took it to the service center after this happened frequently and the service people said that there was a place by the side where there is a minute pore through which the air might go when car is stationary for long hours and it would not happen when the car is running.

I asked them to look at it . They said they are not responsible for the part and they have to interface with Bridgestone to see what can be done.
Bridgestone came up with an explanation that they do not know what caused it but it was not a defect from them. Which obviously i could not contest against.
I received no support from Nissan on this and i had to replace the tyre at my cost.

In addition to this i would like to add that for my previous Nissan car, they had provided a tyre from some cheap brand ( MAX) and it lasted for only 25000 km whereas the ones i replaced after that lasted for 45000km. I did raise this with the service engineer and he said that nothing can be done about this.

6) Last but not the least. For my recent car ( bought 2 years ago) the backup tyre was of a different size ( radius) from the rest of the tyes and Nissan had an instruction to inflate the tyre at 40psi to make it equivalent size to the rest (others should be at 29psi) in case o[censored]se.I understand cost cutting but this something i never thought Nissan would do. Now again it is always fair on Nissan side i guess.Even the service person was surprised at this and i had to argue and show him the instruction to make him believe.

7) When they asked for feedback sometime ago, i did give a bad feedback (1/10) citing the reasons and asked them to get the concerned person to contact me.No response from anyone. I do not understand why they ask feedback. They swallow the bad ones i guess.

All these were against my belief about Nissan since i have always heard people internationally saying good things about Japanese brands (especially Nissan one of the main reasons for me to go for Nissan twice) and their customer care, quality and attention to details.
Before using Nissan, i had a FORD IKON for which i had a problem with the starting motor one month after the warranty was over. I never had to ask but the service engineer called FORD warranty people and made sure that 50% of the cost was borne by FORD.Now this is customer service.

After enduring all this now it has come to this about a delay in 3 months and they are not willing to do what they should be doing without any questions.
I request the concerned person from Nissan to take appropriate action for each of my points above and make sure that your customers are taken cared of well and in a dignified manner. I am not sure whether i need to explain the importance of brand image to an established Japanese brand. I have always looked upon Japanese culture to be more understanding and respectful in their dealings.I would appreciate if i get a quick solution to my problem and in turn help thousands of INDIAN Nissan customers so that they need not go through all this and have an excellent experience with Nissan.

Best Regards,

Sumesh Sadanandan
[protected]@gmail.com