Robert T

The most appalling customer service

The most appalling customer service on record. We purchased our new Nissan Qashqai N Motion 140 DIG T, back in July 2019 from Glyn Hopkin St Albans. Within 2 weeks of having the vehicle, we experienced a problem with the clutch stiffening and becoming difficult to engage. We returned to the Glyn Hopkin Nissan dealership & spoke to the Sales Manager & his assistant .They arranged for the vehicle to be assessed in the service department & eventually the car was repaired. Since then we returned weeks later with the same issue. We requested a meeting with the sales manager, indicating that we were not happy about the same single clutch fault & requested a rejection of our vehicle. We were told that this would not be possible, which we now find, is not true. Our vehicle was repaired yet again but the repair didn’t last long at all & eventually we returned yet again with our vehicle a couple of months later to complain about the same reoccurring single clutch fault . When we requested our vehicle’s service history of what work had been done to it to date, from the service department at Glyn Hopkin we learned that the clutch master slave cylinder had been replaced a number of times & shocked that a 2nd hand clutch pedal assembly from one of Glyn Hopkin’s donor vehicles, had been used, instead of a new part ! This is unacceptable, which we complained. The fault kept on reoccurring for a number of months with numerous other parts replaced. This included further clutch master slave cylinders, release bearing & finally a dual mass flywheel, along with repeated complete clutch assemblies. Each time our vehicle was returned from being repaired, Glyn Hopkin St Albans drained our entire full fuel tank of petrol, handing our car back completely empty, with extensive road testing & adding unnecessary excessive mileage to the vehicle. This too was unacceptable & never refunded at the time, considering it not being our fault . When we repeatedly asked the sales manager for his help & guidance, to escalate our case further, he continued to misguide us away from the Finance Company RCI Financial Services Ltd & instead redirected us back to Nissan Customer Care, who basically don’t care ! After much legal guidance, we had learned that Glyn Hopkin should have resolved this better & that rejection was possible initially, but instead they guided us away from the Finance Company, of whom were equally responsible, as they owned the vehicle. This single reported clutch fault has reoccured a further 7 times & after much perseverance, we eventually decided to formally complain to the Financial Ombudsman Service & report RCI Financial Services Ltd, who are affiliated with Nissan GB. After having our case looked at, in great detail , the Financial Ombudsman Service, allowed us to successfully reject our vehicle. As a result of the dishonesty & misguidance from Glyn Hopkin Nissan, & from NISSAN GB, we will never buy another Nissan nor will we buy from Glyn Hopkin ever again ! The Consumer Rights Act of 2015 ,along with The Financial Ombudsman Service, which is a “free of charge service“, are there to support customers. Our only regret is that we didn’t do this earlier. The lesson to learn is do NOT give the dealership an opportunity to fix the vehicle, reject it from the outset ! We had our vehicle repaired against our will ! As a Managing Director, Frazer Cohen, you should never have allowed this case to get to this torturous stage. Despite you advertising putting customers first, you & your sales staff at Glyn Hopkin Nissan, St Albans & the Nissan GB customer service team, have deliberately misled us & lied, in order to prevent us from rejecting our faulty vehicle & deliberately trying to have us keep this car, but it didn’t work You have lost loyal customers with an appalling show of Customer Service, & we continue to guide friends, family & colleagues away from Glyn Hopkin & Nissan generally. We have no faith in Glyn Hopkin as a Dealership & no faith in Nissan as a brand .