Lucy sent a message to Carlos Ghosn – Chairman and CEO, Renault – Email Address that said:
July 25, 2016
Good Evening CEO, Carlos Ghosn,
RE: Complaint assigned to NISSAN Case Specialist, SUMMER
I purchased a new 2016 ROGUE from Legacy Nissan in Westbury, NY on July 2, 2016 and paid in full via bank checks. The odometer reading of the 2016 ROGUE was 6 miles at point of sale.
I made my 2nd purchase based on the quality, performance and reliability of my 2015 ROGUE.
Within a couple of days of taking possession of my 2016 ROGUE, I started to hear an intermittent noise coming from the dashboard and a noise from the drivers side (left/front) wheel, while driving over some rough spots on the road.
I contacted Legacy Nissan and was told by the Service Dept. to drop-off the vehicle for diagnostic testing. After several test runs, the service mechanic/technician validated my findings. Please note that I did receive a loaner car for the inconvenience; very appreciative.
Last week (week of 7/18/2016), I received several calls from the Service Mgr., Bob Dolen to provide with an update on the car. Mr. Dolen alleged that a Nissan engineer was sent to Legacy Nissan to trouble-shoot and identify the specific problem. The last conversation I had with Mr. Dolen was on Fri./July 22, 2016 and was told that the engineer identified the problem and that he was building a mechanism to prevent/eliminate this problem, moving forward (what assurance do I have that this make-shift built product will solve the problem??)
I also received a call from NISSAN Case Specialist, Summer on 7/22/2016 and was told that I would receive some feedback by Wed./July 27th.
I am very disappointed to know that the as a repeat customer purchasing a 2nd/new ROGUE and paying cash, that my new car had to be taken apart (dash board section) to find/remedy the problem.
My new 2016 ROGUE was compromised by having to open the dash-board, breaking the original manufacturers seals, and allegedly having a Nissan Engineer build a "make-shift" part (not a manufacturers built product/item) to remedy/eliminate the problem. This is unacceptable for a "new" factory delivered vehicle.
Furthermore, I am not enjoying the pleasure of driving the new car that I paid for cash. Additionally Im paying for car insurance and again not being able to drive the "insured" vehicle and incurring additional mileage on my car as a result of the "multiple" test drives performed to troubleshoot/identify the problem.
I am not seeking a refund, as I am very much interested in the 2016 ROGUE. With that said, I am seeking to secure a new/replacement 2016 NISSAN, as I do not feel safe and confident in having this "compromised" 2016 ROGUE returned to me.
Please understand my scenario from the perspective of a working-class client who placed their confidence in NISSAN products, a 2nd time around. My new car does not fall in the same class as one of your more upscale/luxurious vehicles however, my repeat purchase of the same model vehicle was based on quality, performance and reliability for which NISSAN stands for.
I look forward to hearing from you and hoping that this problem can be resolved amicably and in the best interest of the consumer.
Thank you for your time and cooperation.
Best,
Lucy
