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| - Midway Nissan Service was awful. No respect for their customers and putting blame on them rather than trying assist them.
I brought my car to them because of the URGENT recall for the airbags. They provided me a rental for 4 months (which I am grateful) and I was instructed to leave my car in the garage for 4 months and not to operate it until I am called to bring back the vehicle to be fixed.
I got the call and was given a time to bring in the vehicle and the morning of, I attempted to start it and the battery was dead. I had to jump it and drive to Midway Nissan Service.
I explained to them the situation and asked if Nissan will do something about the battery. They told me no, because it was in the agreement that I signed that I needed to start the car up once a week. Then the service person asked how long I had the rental car for and I told him about 4 months. He then started punching numbers on his phone (I was thinking he was going to get authorization for getting the battery replaced) and then showed me that Nissan paid over 4000 for my rental car. Wow! I was flabbergasted! I said it wasn't my fault that I was driving their rental car and certainly wasn't my fault that there was an Urgent recall on my car.
At this point, I asked to speak to someone who could assist me. The person next in line proceeded to tell me it was in the agreement that I signed. I asked him to show me, because I don't remember anyone telling me to start up the vehicle once a week. He brought me to the service office and he spoke with the person who issues the agreement and handed me a copy of the agreement that I signed. They were looking at the same document and no where in the agreement does it say anything about starting the vehicle up once a week.
The person who issued the agreement said it was part of his verbal script, however it wasn't documented. Then the service person that brought me to the office said that they are not Nissan that they were just a representative of Nissan. I then pointed to his shirt that said Midway Nissan and asking him what his shirt said...
As I was doing that a man came out of his office who said he was the Service Manager began to scold me not to point down at his people and to not yell at them. First of all, I was not yelling, secondly, I was not point at his people, I was simply pointing out the company name on the shirt that said Midway "Nissan." I told him that he shouldn't accuse anyone of something unless he knows the context of the conversation that he was walking into.
Thinking that he was going to be more helpful to resolve the situation, he fueled it and made it worse by putting blame on the customer.
As we were walking back to the service area, I told the service person that now when someone comes in with the same complaint, not to tell the customers that "we needed to start the car once a week was on the agreement that we signed." Because that is false information. Then he rudely said, "Are you going to keep beating the dead horse?" Wow! REALLY?
They gave me Nissan's corporate number and I decided to call right there on the spot. They gave me the wrong number. I let them know that and they provided the right number. I proceeded to make the call. I spoke to a helpful representative at the corporate office who knew the meaning of true customer service. He listened and took notes. He needed info on my car. I got the info from the service person and the quote of what it would cost to replace the battery ($179).
I was told by the Corporate service rep that he escalated the matter and that someone would contact me in the next 24 hours.
Here is the thing... Buying and replacing a $179 battery is not the issue. I could've just bought it and be done with it, however it is the principle of their conduct. It was the awful customer service that I received. It was how I was treated and being blamed for something that wasn't in my control. Rather than trying to resolve the issue they made it worse.
A little empathy and respect goes along way. For them to say they are not Nissan but only a dealership with the name Nissan is putting the blame somewhere else. Showing me what Nissan paid for the rental I was driving was inappropriate. Telling me something is in writing and really not is deceiving. Coming in and yelling at me to stop pointing down at their people without knowing the context of the conversation is wrong and then continuing to tell me that I shouldn't beat a dead horse to death is disrespectful.
I hope that Nissan corporate makes this right. And I hope that Midway Nissan starts to understand and learn the meaning of good customer service so that they help their customers rather than put blame on them.
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