Arwa sent a message to Carlos Ghosn President and CEO, Nissan Motor Co., Ltd. – email address that said:
Dear Mr. Carlos Ghosn,
I’m sending you this email because I’m seeking your assistance on a situation I faced with my car with Modern Motors S.A.E. in Egypt as an authorized dealer for Nissan Automotive in Egypt, I sent my car (Tida 2011)on 23/03/2016 for the periodic maintenance(attached receipt) as per the schedule provided by Nissan for service of 65,000 Km and I had no problem in it , on 17/04/2016 the car broke down while driving it in a critical place on a high way, I had to request for a tow truck to move the car to where I live because I couldn’t reach the service center over the phone to book an appointment or to arrange for leaving the car there safely. The next day I requested another tow truck to move it to the service center (Modern Motors) located in Hikestep area , they received the car and 3 hours later they called me informing me that the fuel pump needs to be changed and it is not available and it might be available after a week, I asked the responsible Engineer(Eng. Kareem) if it is possible to help them to find the spare part he replied that he’ll get back to me and the spare part price is 6,600 EGP., the engineer claimed that as a service center and the periodic maintenance they do not check on the fuel pump unless I complain!!!!!!!!
2 days I was trying to reach the responsible Engineer and he was not replying to my calls, I filed in a complaint through the hotline that they are not replying to my phone calls on 19/4/2016 and no one bothered to call me back I called the hot line again on 20/04/2016 they told me the service center will call you and they have no authority on the service center and I can go and meet with the Manager of the service center, I didn’t accept such reply then Ms. Amal from the service center called me informing me that the spare part is not available , I asked her about names of the authorized Nissan Spare part dealer, she replied (Alamya and Mohamed Gaber) I told her I found it in an external authorized Nissan Spare part dealer, I told her I found it at Mohamed Gaber and it cost only 4,000.00 EGP, she told this is due to difference in Dollar Exchange and Mohamed Gaber is not authorized!!!!!!!!!!
A minute later she informed me that the spare part just arrived and the car will be ready the following day, an hour later the responsible Engineer called me to inform that they’ll start working on the car and 2 hours later he called again to inform me that the car is ready.
I checked the price at Nissan Modern Motors Spare part dealer (Business card attached) and got a reply that the price of the spare part is 2,500.00 EGP!!!!
Finally I went to get the car; they charged me for 7,609.80 EGP!!!!(Invoice attached)
Accordingly I lost confidence and trust in such service center, I’m seeking your help on the following
1-Kindly provide me the serial number of the original Fuel Pump of my car In order to cross reference it with the one they claim to have changed from my car as sadly I don’t trust their word any more.
2-Kindly help to refund the difference between the actual value of the fuel pump and the money paid.
The reason I’m writing you this letter of complaint is also the reason why I chose to drive a Nissan in the first place and is that I was confident I’ll get my money worth of professionalism and care; which sadly your dealership in Egypt ruined with this last incident being unprofessional careless and manipulating(which is not the first with me but before that it wasn’t as drastic)
Based on the above, I hope that Nissan would take my complaint seriously and that I would hear from you soon in order to restore my trust in a great and reliable brand such as Nissan and meanwhile; please find below the phone numbers of the dealership representatives who contacted me.
Thank you in advance and again I hope to hear from you soon.
Regards
Arwa
