A letter to Nissan

Sir,

I wanted to share with you my experience and observations regarding unfriendly customer service received by Nicole and Jose Silva. Case number CA File 7071044
                               Vin JN8AZ2KR2AT

On February 8, 2011 I witnessed Nicole Silva attempt to start her Nissan Cube. After several attempts to start her car, Nicole turned her back to the steering wheel in order to get her keys out of her purse which was located in the backseat. As her back was turned and she was reaching for her purse, the car started on its on.  This was the beginning of 3 months of undeserved and uncomfortable dealings with the Nissan corporation.

On more than one occasion I found Nicole distraught over the way she and Jose were treated by Nissan. They were spoken to rudely and called liars about their claims. I was present during a phone conversation Nicole had with a female Nissan representative. Although I could only hear Nicole's side of the conversation, I could hear the tone of voice coming from the representative and that voice was not friendly.

On another occasion, Nicole received a phone call at work asking why she had not picked up her car from Nissan and the caller threatened to have the car towed at Nicole's expense if she did not pick up the car.  I drove Nicole to the local Nissan service department so she could pick up her cube. The service worker spoke in a friendly manor to Nicole and showed compassion for her situation. He said he was not aware of a call made to Nicole to pick up the car.

I think you will agree that buying a new car is something many of us only do a few times in our life times. When I purchased my car, I left the dealership with an unspoken expectation that my new car would be safe and last many years. I believe Nicole had those same thoughts when she purchased her Cube. Unfortunately, circumstances beyond Nicole's control led her to feel unsafe in the Cube.

I would have been impressed if Nissan accepted the arbitration ruling and returned the Silva's monetary investment. Instead I am appalled by the ongoing harassment they have received. Why should the Silva's be expected to pay for a car that has never been repaired.

Needless to say, neither I, my family or friends will be buying a Nissan.

Maybe next time Nissan could Man up, acknowledge your mistake and show compassion to your customers.