Originally I filled out a complaint form, and sent it to Nissan USA and got no where with my glass problem. I again, sent the following letter to Nissan USA, today and got the same reply from a different division, there truly seems to be a disconnect between consumer problems and Nissans concern about their equipment failures, on there vehicles. I would have expected them to be proactive and exam the issue, I sent pictures, business cards from glass companies etc. - but was unable to get the Nissan USA to review my concern about the damage, or to example the issue. Good luck fellow purchases of Nissan products - disappointed
(directly below is my email - then there reply)
Email Concern:
I brought my SUV to the Olympia Nissan, because of a shattered glass panel located just (before the sunroof), and was told by one of their tech's who looked at it - that it was a rock chip that had hit it, and caused the damage. I went to two independent auto glass shops and had it checked, both shops found no indication of rock damage, both felt it was caused by a stress fracture. I returned to the Olympia Nissan store and meet with the service staff shared my information and my concerns about the glass panel. They were unable to help me and suggested I contact Nissan USA. I sent the information with my concern and was contacted by one of your claim staff; I think his name was Andrew (Original Claim #1661383). I spoke with him, explained the situation, sent him multiple pictures, and shared the auto glass company information with him, including one of the business cards with contact information, so he could communicate with them. After about 6 to 10 days later he called me and informed me there was nothing that could be done because of the age of the SUV (it is a 2009 Nissan Murano LE). Frankly, I am a little confused about what the age has to do with a manufactures, glass issue, (stress fracture). When things fail with a product, I thought that the company would stand behind its product and support its customers – but apparently I was wrong. Nissan, according to your staff, feel little concern about defects after the car leaves the dealership.
Repair Update,
I took the SUV back to Olympia Nissan, scheduled the glass replacement, they ordered the part and sent me down to their glass shop, Auto Glass Pro, here in Olympia, to have it installed. (They did a great job) Again, I asked the staff at the auto glass shop to look at the damage and see if they could find rock damage. Staff member, got up in the door opening and looked at the damage on both sides and could find no evidence of rock damage. This makes three professional auto glass shops that looked at the glass panel, and all came to conclusion that is was a stress fracture. The repair is complete, but I would appreciate your review of the claim.
Sincerely, Mathew
Nissan USA reply: Case # 11762063
Dear Mathew,
Thank you for allowing us an opportunity to review your concerns regarding your 2009 Nissan Murano.
Nissan realizes situations may occur with your Nissan vehicle that unfortunately fall outside of the parameters of the New Vehicle Limited Warranty provided with your vehicle. As a company interested in winning lifetime customers, Nissan apologizes for any inconvenience you may have experienced and we are pleased you took the time to contact us regarding the situation.
Nissan carefully considered your request during a review of all of the available facts pertaining to your specific situation. Nissan is unable to offer financial assistance with the repair of the sunroof related glass concern due to the vehicle being outside of the New Vehicle Limited Warranty.
We realize this may not be the answer you were looking for, but we hope that you understand our position. If you have any further comments or concerns, please feel free to contact our Consumer Affairs department at 1-800-647-7261 and reference your case number.
A D V E R T I S E M E N T S
click to see larger images
Originally I filled out a complaint form, and sent it to Nissan USA and got no where with my glass problem. I again, sent the following letter to Nissan USA, today and got the same reply from a different division, there truly seems to be a disconnect between consumer problems and Nissans concern about their equipment failures, on there vehicles. I would have expected them to be proactive and exam the issue, I sent pictures, business cards from glass companies etc. - but was unable to get the Nissan USA to review my concern about the damage, or to example the issue. Good luck fellow purchases of Nissan products - disappointed
(directly below is my email - then there reply)
Email Concern: I brought my SUV to the Olympia Nissan, because of a shattered glass panel located just (before the sunroof), and was told by one of their tech's who looked at it - that it was a rock chip that had hit it, and caused the damage. I went to two independent auto glass shops and had it checked, both shops found no indication of rock damage, both felt it was caused by a stress fracture. I returned to the Olympia Nissan store and meet with the service staff shared my information and my concerns about the glass panel. They were unable to help me and suggested I contact Nissan USA. I sent the information with my concern and was contacted by one of your claim staff; I think his name was Andrew (Original Claim #1661383). I spoke with him, explained the situation, sent him multiple pictures, and shared the auto glass company information with him, including one of the business cards with contact information, so he could communicate with them. After about 6 to 10 days later he called me and informed me there was nothing that could be done because of the age of the SUV (it is a 2009 Nissan Murano LE). Frankly, I am a little confused about what the age has to do with a manufactures, glass issue, (stress fracture). When things fail with a product, I thought that the company would stand behind its product and support its customers – but apparently I was wrong. Nissan, according to your staff, feel little concern about defects after the car leaves the dealership. Repair Update, I took the SUV back to Olympia Nissan, scheduled the glass replacement, they ordered the part and sent me down to their glass shop, Auto Glass Pro, here in Olympia, to have it installed. (They did a great job) Again, I asked the staff at the auto glass shop to look at the damage and see if they could find rock damage. Staff member, got up in the door opening and looked at the damage on both sides and could find no evidence of rock damage. This makes three professional auto glass shops that looked at the glass panel, and all came to conclusion that is was a stress fracture. The repair is complete, but I would appreciate your review of the claim. Sincerely, Mathew
Nissan USA reply: Case # 11762063
Dear Mathew,
Thank you for allowing us an opportunity to review your concerns regarding your 2009 Nissan Murano.
Nissan realizes situations may occur with your Nissan vehicle that unfortunately fall outside of the parameters of the New Vehicle Limited Warranty provided with your vehicle. As a company interested in winning lifetime customers, Nissan apologizes for any inconvenience you may have experienced and we are pleased you took the time to contact us regarding the situation.
Nissan carefully considered your request during a review of all of the available facts pertaining to your specific situation. Nissan is unable to offer financial assistance with the repair of the sunroof related glass concern due to the vehicle being outside of the New Vehicle Limited Warranty.
We realize this may not be the answer you were looking for, but we hope that you understand our position. If you have any further comments or concerns, please feel free to contact our Consumer Affairs department at 1-800-647-7261 and reference your case number.
Sincerely,
Nissan North America, Inc.
- mathewwi, Olympia, WA, US