Well apparently things have changed extensively since I was a kid or maybe I just worked for a really good car dealership.
While growing up I worked at a Toyota dealership in Chilliwack, B.C. I started as a lot boy, later on to be a detailer/undercoat applicator. In my time there I learned a lot about customer service. I learned that when some spends thousands of dollars on a new or used car it’s usually a big step, a large purchase and these people are to be treated with respect and given the best service possible. When someone brought their new purchase in for anything after the initial purchase, when the work was done the mechanics would drive it into my wash bay and I’d give it a quick wash and once over before taking it out to the customer.
Well, recently I bought a used 2007 Nissan Xterra from Morrey Nissan Burnaby. I needed something for remote road trips and to carry my drums around in. Other than that I don’t drive much. As part of the sales pitch I was shown the “Certified Nissan Checklist” that is apparently done on all used cars at Nissan dealerships. So with a little more confidence in the vehicle I was looking at I went further and eventually bought it. Part of my “deal” was them throwing in a retractable cargo cover for the back so I can cover my photo gear when traveling. I was told by my salesman Brian Tull that they had to order it and he’d call me when it arrived. As I picked up the car he then notified me that there was only one key and that he’d order a new one. We agreed as I left that when both items where in he’d call me.
I leave the dealership and start traveling to a friend’s place for dinner. On the way I notice that there is a warning light for the tire pressure. I pull into the next gas station, look in the manual to find out exactly what this meant and continued to check the tire pressure as advised. I Checked and topped up all the tires and continued on my way,…the light didn’t go off, nothing had changed.
The next day I was looking through the truck and noticed a couple small things that were missing, a small rubber stopper on the hatch door, and a broken latch hook on the shallow back cargo area. I called Brian and notified him of these things that need to be fixed. We agreed that when the key, key fob, and cargo cover where in I’d make an appointment and come in for everything.
I then proceeded to send Brian an email so he had a point form list of everything we had talked about. Then,…I waited.
In the meantime my good friends Miguel and Tanya went to the same dealership and bought their Xterra from a salesman named Carlos (apparently one there that gives a shit). Two days later they got their spare key and the cargo cover they decided to also purchase. Me, well I continued to wait for Brian to call me about mine. I gave it a couple of days and called. Brian was not in that day so I left a message. Two more days and I had heard nothing.
I call again, get a hold of Brian and he lets me know that everything is there so I make my appointment for 3 pm a couple days later. I also ask about the fact that my keyless key fob quit working and he says to go to London Drugs and get a new watch type battery that goes inside it.
Two days later I get there right at 3, I take my keys to the service manager and he walks me through what they have in the work order. Check the tire pressure warning light, new second key and key fob, and retractable cargo cover. I also let him know about the latch on the other cargo lid and he puts it in the work order.
I was told my truck would be ready around 4:30. At 4:45 I went to the service office again and was told there was an issue with the cargo cover and it will be about 15 more minutes. I went back to the showroom and sat down. While waiting I over heard some of a conversation where my name was brought up. I later found out that the cargo “latch” repair was not cleared by the boss and he had an issue with it. So on my time they worked it out between the two of them. I was soon also told that the tire pressure warning light was on because there were two sensors that were failing and they have to order them in. At 5:20 pm, twenty minutes after I was to pick-up my date for the evening I got my dirty truck back and told that when the sensors come in I’ll get a call for a re-booking to replace the faulty ones. The faulty ones that should have been fucking replaced during the “Certified Nissan Check” before the fucking truck was put on the lot.
So over almost two and half hours I got a new key and key fob, a rubber stopper, a new cargo door and they popped the retractable cargo cover into place. My dead key fob was also given back to me, still dead. According to my salesman Nissan doesn’t carry batteries for their key fobs.
Late for my date I got into my dirty truck and made my way back home, the 40 minute drive I’ll have to make twice more when they get my tire sensors in. Good thing I don’t have to wiat for a phone call from Brian for these as the service guy is calling me,…or supposedly is.
It’s a good thing I haven’t gone to London Drugs yet to get the new battery for my first keyfob as it seems the second one is already dead too.
Thanks Brian and Morrey Nissan!! You guys do a real stand-up job.
