Nissan Motors — Existing Nissan customers misguided by Shiv Nissan Pune Dealer

Address:	Pune, Maharashtra, 411004
Website:	www.nissan.in

To Whosoever Concerned,

This is to bring to your notice about the very bad dealer service to existing Nissan customers by Shiv Nissan Dealers (Pune) on Sunday 9th Oct 2016.

I am an existing customer to Nissan. Have bought Nissan Sunny(manual) 4 years back through Oxford Nissan. I very much believe in your brand and loved the car so much, that I had decided to get my second car as Sunny Nissan CVT top end as well. I had approached Shiv Nissan dealer for the same and requested a Test Drive.I was also very much impressed with Nissan Terrano, but since it did not have automatic version, so i opted for waiting for automatic version to launch, meanwhile I will be buying Nissan Sunny CVT (please note an existing customer was interested in buying 2 more Nissan cars).The test drive was satisfactory and the salesperson gave good information about both the cars.

Now I already had a Maruti Swift vehicle which I wanted to exchange. Also I had very clearly mentioned to the salesperson that I want the car delivery on 15th Dec

2016, which happens to be my birthday, so Nissan Sunny CVT was going to be a sentimental gift to myself on that day. They had no issues on the delivery date. The sales person mentioned that on 4th Oct new offers will be launched by Nissan and he will get back to me about the best offer possible. He informed me about the offer soon which was 45000Rs exchange bonus + 25000Rs insurance cover + corporate discount. Then he himself suggested that he will come home to do the valuation of my Maruti Swift car. He did come promptly as said and gave me a valuation of 1.4L Rs for the car and asked us to book as soon as possible before the company offer expires. I was also checking on same segment cars from other competitor companies too. But the sales person was persistantly contacting me to book the car in 2-3 days, else offer will expire. Being a believer in Nissan brand as was an existing customer, I decided to go ahead and book Nissan Sunny CVT and take the offer over the other brands.I was given the estimate of 12.77L for the car.

Now this is where the actual issue happened. I was told to come on priority and do advance booking to save the offer. They very well knew the delivery date was on 15th Dec and not before that. They had themselves initiated car valuation and given a quote of 1.4L. I went to showroom with my documents, filled in the form and gave details. Also signed an advance cheque.All formalities were done. After I signed the cheque, the salesperson suddenly started with disclaimers saying

1) Since the delivery of the car is on 15th Dec, so the offer exchange bonus will not be applicable at that time (i.e 45000 Rs). It will be taken whatever is given on

15th Dec.(what was the point of pre booking then? )
2) The car estimate given at the time of booking i.e 12.77L will not be gauranteed at time of delivery, whatever company rates come at 15th Dec, that rate will be

applied.(what was the point of pre booking then? )
3) The valuation given for Maruti Swift i.e 1.4L will not be gauranteed, whatever market rate will be given at time of 15th Dec, will be applicable.(what was the point of pre booking then? )

In short, the dealer just went back on all the offer deals given, and did not gaurantee any fixed amount I was shown which brought me to the showroom.

I would like to put this question to Nissan Company, what is then the meaning of booking a car with your company in advance if we are not going to get the rates at the time of booking, but will be given the rates at time of delivery? I did not agree with this and asked them why was I then pursued to book on priority just now in October, when they were not at all ready to guarantee and give me the rate at which i was booking my car. They actually argued with me saying either take the car delivery immediately (overlooking customer sentiments of having the car on birthday) or forget the deal as will depend on Nissan company deal at time of delivery and market rates.

Why was this not conveyed to customer at time of Car valuation / Test Drive by dealer? I would have then taken the other offers of competitor companies and not opted for Nissan offers in first place if this was the issue. It was told to me after signing the advance cheque amount in showroom.There was no courtesy shown towards existing customers. They were not even bothered they were going to loose and existing customer. I took back my cheque and cancelled the booking. I am now doubting to even wait for Nissan Terrano Automatic Launch, which I had planned to purchase once launched.

So inshort Nissan representative Dealers (Shiv Nissan) were not bothered that a customer who already has a Nissan Sunny, is going to buy another Nissan Sunny and later Nissan Terrano, but were very much interested in playing blame games between their colleagues saying due to them we were not given a clear idea that the rate will change on 15th Dec.They did accept their mistake of not communicating properly.But I have refused to accept their apology. This is not the way to treat customers.

There were 4 people involved, including managers, who came to me to say sorry for incorrect information, and showing me the door politely when I asked them what is the meaning of "Booking" a car means if you cannot guarantee me the price at the date I am booking on.There were no alternative offers given to me to retain customer.

I was so much believer of Nissan brand before this bitter experience, but I guess seeing this pre sales behaviour of Shiv Nissan, I am afraid to even think what can be the post sales issues. If Nissan brand really respects and is concerned about their existing customers who are more than willing to invest more in their company than going to other brands, hopefully they will surely give a look over to the issue happened above and give me a clarification why was I bothered by the salesperson to urgently book, and then being cheated with statements saying we cannot fix the rate for you, you have to pay whatever price at time of delivery. Why give fake deals
and then go back on the deals?

I sincerely regret giving up on other same segment competitor brand offers, and choosing Nissan once again due to a good experience 4 years back.Today I have left Shiv Nissan showroom with a bitter taste in my mouth, and unfortunately have to spread the word around about thinking twice before taking any deals or booking cars with Nissan company in Shiv Nissan Pune, though the issue lies with dealer and not the company.

Though I might just be a 2 car person for the company, not a big deal for a big company, but hope Nissan does value its existing customers and not overlook existing customer bad experiences with dealers.Customers also do have sentimental reasons when buying a car and not only investment purposes. If company and dealers do not respect this fact, they should not claim on good customer service then.

I have lost a wonderful car gift planned for myself for my birthday due to bad dealer services.Awaiting a positive feedback from Nissan.

Thank you,
Deepti Malvadkar