Fatima sent a message to Carlos Ghosn President and CEO, Nissan Motor Co., Ltd. – email address that said:
Dear Sir,
Kindly note that the decision behind, I going for “infinity” vehicle is due to Nissan corporation reputation and Nissan/Infinity customer care history. Therefore a decision was made to purchase a brand new Infiniti QX60 which was delivered on 30th March 2015.
However, after driving the car for a short period, I noticed a problem in the vehicle performance, and hence I immediately took it back to the dealer (agent) in order to investigate the issue and the technical reason behind such problem. The Agent in Bahrain is Nissan – Y.K. Al-Moayyed Sons.
The garage technicians in Bahrain ran an inspection check on the car, and according to his conclusion (and I was informed), it turned out that the problem is associated with the vehicle transmission, more specifically with the CVT.
Kindly be informed that a huge price was paid for such vehicle which is supposed to be categorized as a luxurious and upper class one. I expected a robust and reliable car but unfortunately I ended up with a new vehicle that suffers from a factory defect. This really made me sad and has put me under stress.
As the vehicle is under warranty, I wrote an official complain letter to the Agency (addressed to the General Manager) highlighting the issue, and informing him that the brand new car sold to me (the customer) has a factory defect, and such defect is while the vehicle is at its early life-cycle stage and while under warranty.
I underscored the fact that the option of the agency’s garage considering repairing the vehicle gear box is out of question and totally unacceptable. I stressed on being entitled for a replacement new car. In other words, the car with factory defect should be immediately replaced with a new one..
The complaint letter was sent to the GM on 7th May 2015, and till this date, I have not received any official reply from the general manager. However, I did received a call from a person in the garage stating that they are prepared to replace the gearbox, something I totally reject. The last thing I need is for a car with factory defect to be repaired or the faulty part to be replaced.
The car is under warranty, and I as a customer is entitled for a new car, rather than the one with factory defect to be repaired. All I am asking for is my right as a customer.
As I neither received the expected support from Infiniti Agent in Bahrain nor from Middle East Infiniti Agent in the United Arab Emirate, I was lift with no choice (at time) but to reluctantly accept the Bahrain Agent’s poor offer, namely replacing a part within the transmission which they diagnosed as being the source of the problem. Rather than replacing the brand new vehicle for a problem associated with factory defect, they only replaced a part within the transmission system.
A year after replacing the transmission part, I experienced a similar problem with the vehicle transmission. I was forced to tow the car to the agent. After diagnosing the vehicle by the auto technician, the garage informed me this time, that there is a problem (again) with the transmission system, namely to do with transmission software program. They promised that they will fix the problem and two days later I was asked to come and pick-up the vehicle, informing me that they have rectified the problem by reprograming the system.
Reluctantly, I took the car from the garage and after test driving the vehicle for two day, the problem re-appeared or reoccurred again.
This left me with no choice but to write to the CEO, but as usual, neither I received any response/ attention from him, nor from any other garage official.
This being the case, and as a result of the misery and stress I that I have been going through due to ignorance and procrastination of Infiniti Agent in Bahrain, I was left with no choice but to write directly to you, seeking you cooperation to solve the vehicle problem once and for all. I will have you know that the vehicle is still under warranty, and I feel that the Agent in Bahrain is frequently going for a quick-fix solution and procrastination strategy, waiting for the warranty period to expire. By then, I will be forced to keep paying for any problem associated with the transmission system which was initially due to a factory defect right from the day I purchased the brand new vehicle.
I am seeking your cooperation to look into the above issue, and if you happen not to be the right person to respond, then I would very much appreciate if you can supply me with the email number of the CEO – Infiniti headquarter (or main office) or forward this email to the appropriate responsible senior manager.
C
Regards,
Fatima
