Leaf O

Terrible customer service when they brok

I had my Nissan Leaf serviced and Mot’d at Nissan Grantham and when I collected it found a huge crack In the windscreen just above the dashboard. I returned to the service desk expecting an apology and for it to be aced by them quickly and efficiently. Oh no. From there the experience was dreadful. Firstly they said that the car was parked in their car park at the owner’s risk, even though they had parked it there, not me! They then tried blaming me, the weather, anything but themselves. As the windscreen wipers had been replaced at great expense to pass the MOT (goodness knows why, they were working fine) it seemed logical that the crack had happened then. The receptionist called the manager and relayed the same message, along with that they’d have to investigate and look at the CCTV. I stood my ground so another man - who would not listen and kept talking over me about the weather and how another car’s window broke because of the weather - took over. It then transpired that the car had been valeted by a contractor and the break must have happened there. He said I’d have to call my insurer and Marshall’s would pay the excess. Obviously I wasn’t going to accept this and told him I wanted the windscreen mended by them. He kept talking and talking (in a very patronising ‘mansplaining’ manner) making excuse after excuse. He told me about the internal processes involved for them to replace the windscreen, how they’d have to argue with the valeting contractor re. Responsibility. I reiterated (repeatedly) that I wasn’t prepared to involve my insurer and please be quiet, stop making excuses and just get the car fixed. I initially asked for a courtesy car to get me home, but on seeing the rental agreement felt I couldn’t trust them not to whack on a spurious charge on return, so I called my husband to come and get me (from our home half an hour’s drive away, which he’d only just returned to after dropping me off). Fortunately a lady was sitting in the waiting area the whole time (she piped up in my defence on a couple of occasions) and she very kindly offered me her contact details if I need a witness. She was appalled at the behaviour of the staff, having bought a number of new Nissans from the garage over the years. This was two days ago, and they still have my Leaf. The branch manager called when I got home and again tried to get me to use my insurance, which I again refused to do. He said it would be quicker than having to go through their internal processes, which may take a week or more. I replied that was fine, I didn’t need the car urgently, please just call me when the car is ready to collect. I’ve not heard anything since. As the other lady (who I chatted to in the waiting area as I waited for my husband to get me; even this was interrupted by the receptionist and then another employee who kept joining the conversation uninvited) said, there was absolutely no attempt at trying to resolve the situation positively; no goodwill.