Thursday, May 5, 2011
Picked up my car today
I'm just exhausted. This whole thing is aging me and I'm still trembling (literally, my hands won't stop shaking). it's like I'm still in shock and I can't get out of it. I can't eat much and my mind and body are so frazzled. I have made contact with two tv stations who are interested in our case and we will be making this whole thing public very soon. I just need this to get resolved.
Another letter to Nissan
Brian Carolin Senior Vice President of Sales and Marketing
My friend Nicole Silva has made me aware of a problem she is having
with your customer service: case number is CA File 7071044 and Vin
number is JN8AZ2KR2AT. It doesn't seem fair that you demand that they
pay you the cost of depreciation when they have won the arbitration
and Nissan was ordered to buy back the car.
Although I once happily drove a Nissan Sentra for 14 years, I am glad
that I have switched to a Suburu. After hearing about this case of my
friends, I doubt that I will ever switch back to Nissan in future car
purchases. Sorry.
I hope that you can help my friends with a better solution for their
problem.
My friend Nicole Silva has made me aware of a problem she is having
with your customer service: case number is CA File 7071044 and Vin
number is JN8AZ2KR2AT. It doesn't seem fair that you demand that they
pay you the cost of depreciation when they have won the arbitration
and Nissan was ordered to buy back the car.
Although I once happily drove a Nissan Sentra for 14 years, I am glad
that I have switched to a Suburu. After hearing about this case of my
friends, I doubt that I will ever switch back to Nissan in future car
purchases. Sorry.
I hope that you can help my friends with a better solution for their
problem.
Letters, letters letters
Thank you again for all the letters. If you would like me to post you r letter too, send it to me. I'm not putting any names on them for many reasons, but I really do love the letters and I hope Nissan is too.
A great letter written by a great friend
To the Muckety Mucks at Nissan,
I owned a 1980 something Nissan Sentra Wagon in the 1990s. It got great gas mileage and served our family well. However I will never, ever, buy another Nissan and I will tell all my friends and family never, ever, to buy a Nissan.
My friend Nicole has had trouble with their Nissan Cube since they bought it. In her own words:
"We bought a Nissan brand new last year and it has had so many problems. It wouldn’t start, it started by itself, Nissan threatened us and lied to us and wouldn’t fix it. We got witnesses and video evidence and we won our case at the arbitration for Nissan to buy back the car, but now, they are saying that they will take it back and we have to pay them 3,000 since the car has basically depreciated since buying it."
The part of this that is so disturbing is that the car had serious, dangerous defects! She has told me how her Cube would try to accelerate forcefully while she was stopped at a traffic light and had the brakes firmly to the floor so that she wouldn't hit the car in front of her. In her own words:
February 23rd: I have a BRAND NEW CAR sitting in my driveway because it's not SAFE TO DRIVE. Because the mechanics can't reproduce the problem, Nissan won't take it back. It doesn't fit under the lemon law. It's been in the shop six times for other repairs. So, basically, your brand new car can have thousands of different problems, but if it isn't the same problem, attempted to be repaired four times, you're out of luck. Meanwhile, I am actually bumming rides to work because Nissan told us to give back the loaner, pick up our car or it would be towed and impounded. So tell me, would you drive a car that sometimes won't start (keyless ignition) and then when you aren't trying to start it anymore, starts up all by itself? Also, at red lights, it started pulsing forward very hard like it wanted to take off. I am so FRUSTRATED!!!! And the dealer never calls back. They want me to eat my payments I've made, take the depreciation of $9,000 and they can get me into a cheaper car!
February 24th: Will be working from home today. Nice view of my car in the driveway from where I sit.
March 8th: Just dropped off my car at the dealership for yet another fix. Same old problem. Maybe some genius mechanic can crack the code this time.
This is unacceptable. Nicole's work schedule has been disrupted - and in this economy who can afford to have a lot of work disruptions? They have been paying for a vehicle that has dangerous defects, which haven't been fixed. And now you want her to pay you to take the car back?
Again, this is unacceptable! What criteria does this defective car have to meet in order for you to take responsibility? Does it have to start by itself and crash into something? Does it have to lurch into an intersection while she's stopped at a stoplight with her foot pushing the brake pedal to the floor?
Let me reiterate that although our 1980 something Nissan Sentra Wagon was a good car, I will never, ever, buy a Nissan again because of the way my friend and her family have been treated by your company. And I will tell all my family and friends about Nissan's abominable business practices.
I owned a 1980 something Nissan Sentra Wagon in the 1990s. It got great gas mileage and served our family well. However I will never, ever, buy another Nissan and I will tell all my friends and family never, ever, to buy a Nissan.
My friend Nicole has had trouble with their Nissan Cube since they bought it. In her own words:
"We bought a Nissan brand new last year and it has had so many problems. It wouldn’t start, it started by itself, Nissan threatened us and lied to us and wouldn’t fix it. We got witnesses and video evidence and we won our case at the arbitration for Nissan to buy back the car, but now, they are saying that they will take it back and we have to pay them 3,000 since the car has basically depreciated since buying it."
The part of this that is so disturbing is that the car had serious, dangerous defects! She has told me how her Cube would try to accelerate forcefully while she was stopped at a traffic light and had the brakes firmly to the floor so that she wouldn't hit the car in front of her. In her own words:
February 23rd: I have a BRAND NEW CAR sitting in my driveway because it's not SAFE TO DRIVE. Because the mechanics can't reproduce the problem, Nissan won't take it back. It doesn't fit under the lemon law. It's been in the shop six times for other repairs. So, basically, your brand new car can have thousands of different problems, but if it isn't the same problem, attempted to be repaired four times, you're out of luck. Meanwhile, I am actually bumming rides to work because Nissan told us to give back the loaner, pick up our car or it would be towed and impounded. So tell me, would you drive a car that sometimes won't start (keyless ignition) and then when you aren't trying to start it anymore, starts up all by itself? Also, at red lights, it started pulsing forward very hard like it wanted to take off. I am so FRUSTRATED!!!! And the dealer never calls back. They want me to eat my payments I've made, take the depreciation of $9,000 and they can get me into a cheaper car!
February 24th: Will be working from home today. Nice view of my car in the driveway from where I sit.
March 8th: Just dropped off my car at the dealership for yet another fix. Same old problem. Maybe some genius mechanic can crack the code this time.
This is unacceptable. Nicole's work schedule has been disrupted - and in this economy who can afford to have a lot of work disruptions? They have been paying for a vehicle that has dangerous defects, which haven't been fixed. And now you want her to pay you to take the car back?
Again, this is unacceptable! What criteria does this defective car have to meet in order for you to take responsibility? Does it have to start by itself and crash into something? Does it have to lurch into an intersection while she's stopped at a stoplight with her foot pushing the brake pedal to the floor?
Let me reiterate that although our 1980 something Nissan Sentra Wagon was a good car, I will never, ever, buy a Nissan again because of the way my friend and her family have been treated by your company. And I will tell all my family and friends about Nissan's abominable business practices.
A letter to Nissan...
Dear Mr. Carolin and Mr. Allah:
I’ve just heard that Nissan is not going to honor the repurchase of Nicole and Jose Silva’s car in an honorable way. I know them personally and I have seen first-hand the disruptions and stress their new Nissan has caused in their life over the past several months. After winning the battle which tells them they are right to want a replacement car, how can Nissan feel justified in robbing them as well? What kind of customer service is that?
I come from a family of 6 kids and the majority of my siblings and my mother all own Nissans. I will be purchasing a new car (possibly 2) in the next year and I was seriously considering joining the Nissan fan club. Now, I’m ready to run in the other direction. How do I know you won’t do the same thing to me if I end up with a dysfunctional car? If the Silvas don’t get the justice they deserve I will be joining them in their quest to spread the word about how they’ve been treated. Since my family owns multiple Nissans they will be a good place for me to start.
I would ask that you reconsider your plan to do such an injustice to the Silva family. Nissan’s reputation is on the line with an entire circle of people, and although this circle is currently small it is bound to grow exponentially. I’d hate to see that happen. I’m so disappointed, not only for my friends, but that Nissan would act this way toward a customer. They were so excited to get their new car and they’ve had nothing but grief since the beginning. How truly sad that is.
Please re-think the way you are treating the Silvas and provide justice to your customer.
Thank you for your time and attention.
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.
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.
a super letter from a co worker
To Whom it May Concern,
It is under unfortunate circumstances that I am composing this email. I have become appalled over the past months watching my dear friend, Nicole Silva and her family suffer because of a defective vehicle that was sold to them by Ken Garff Nissan of Orem and Nissan's unwillingness to deal with the Silva's respectfully. I understand that sometimes faulty vehicles may be sold, but when it is a brand new vehicle and the purchaser brings it in countless times to be repaired with no results and is treated like a they are stupid, this gets under my skin. Consumers buy new cars thinking they are new, that they will be reliable, that they have a warranty and so they will either fix their car or take it back. This has not been the case for the Silvas. They have been lied to, yelled at, hidden from by sales managers, and have had their vehicle in the shop for days on end. And yet the problems persist and the car is still a danger to all those who are out on the roads. I am really so disappointed in Ken Garff and the Nissan corporation as a whole. This experience has really made me think that I will likely never buy a vehicle from Ken Garff, let alone a Nissan. I have already told many of my loved ones about the ordeal that the Silvas have gone through. They too have been angered that Nissan wasn't willing to either fix the vehicle or give them their money back. They should not have to pay anything for using the vehicle that should have been taken back or repaired months ago. I will continue to let my friends, family, and co-workers know about the Silva family's experience with Ken Garff and the Nissan corporation and let them know that your company cannot be trusted to treat their customers with the respect and dignity that they would hope to be treated with.
I hope that this email will help you to reflect on your customer service, how you dealt with the Silva family's case and how you will deal with other cases in the future.
It is under unfortunate circumstances that I am composing this email. I have become appalled over the past months watching my dear friend, Nicole Silva and her family suffer because of a defective vehicle that was sold to them by Ken Garff Nissan of Orem and Nissan's unwillingness to deal with the Silva's respectfully. I understand that sometimes faulty vehicles may be sold, but when it is a brand new vehicle and the purchaser brings it in countless times to be repaired with no results and is treated like a they are stupid, this gets under my skin. Consumers buy new cars thinking they are new, that they will be reliable, that they have a warranty and so they will either fix their car or take it back. This has not been the case for the Silvas. They have been lied to, yelled at, hidden from by sales managers, and have had their vehicle in the shop for days on end. And yet the problems persist and the car is still a danger to all those who are out on the roads. I am really so disappointed in Ken Garff and the Nissan corporation as a whole. This experience has really made me think that I will likely never buy a vehicle from Ken Garff, let alone a Nissan. I have already told many of my loved ones about the ordeal that the Silvas have gone through. They too have been angered that Nissan wasn't willing to either fix the vehicle or give them their money back. They should not have to pay anything for using the vehicle that should have been taken back or repaired months ago. I will continue to let my friends, family, and co-workers know about the Silva family's experience with Ken Garff and the Nissan corporation and let them know that your company cannot be trusted to treat their customers with the respect and dignity that they would hope to be treated with.
I hope that this email will help you to reflect on your customer service, how you dealt with the Silva family's case and how you will deal with other cases in the future.
Subscribe to:
Posts (Atom)