Samantha D

Avoid

After experiencing some issues with our Nissan Qashqai and been told it was a main dealer fix only we were skeptical anyway, booked car in no problems, dropped it off again no problems. After 5 hours they rang to say "Your car is fixed but its not fixed. It needs to come back in" We went to collect to be told they have turned the light off but now your rear wiper doesn't work. OK that's manageable. 4 days later we get a phone call from Gemma Winter your service advisor who said due to the cost of part we require payment. My reply was I'm at work and don't have card details with me my partner will be in touch. Advised we have a few other issues to be tutted at and told we knew this. My partner called into branch on Wednesday and said he wanted to pay for the part but we were experiencing other issues she then declared you were told this by our technician. Yes we were told about the wiper not the other issues we were experiencing. He asked for a manager who was lovely and asked what further issues we were experiencing. When driving home in the dark on unlit roads I had tried to use dip beam the headlights went out we certainly were not told this or the car wouldn't of left your forecourt while awaiting the part coming in. I was informed by Gemma that the part would take 5 days to come Andy one of the managers said depending on where it came from it could be upto 3 weeks. He sourced one that he could have here within 2 days after we informed him of our issues so far. So much for the made to order part that I was told we needed over the phone again by Gemma. I work in customer service myself and if I spoke to a customer the way she spoke to myself and my partner at least I would be on a disciplinary. However she has only been with yourselves since the start of the year so would assume she is still in a probation period and in which case I would of had my contract terminated. Regardless of requiring payment for the part up front the way is which she speaks to customers face to face and over the phone is appalling and under no circumstances acceptable. Had it not been for Andy our car would of gone to a different Nissan dealership to be fixed. To be told from the start your car is fixed but not fixed was not the right phrase to use our car was not fixed and had 4 issues coming out compared to only one going in. Yet we were made to feel we were the ones in the wrong in customer service the first rule is customer is always right and pays the money. We will certainly seek a different dealer out in future should we ever need the main dealer again. And I think Gemma needs to learn some basic customer service skills as her mannerisms are not the way to gain customers