No warranty work?

[CalgaryFX45]

Has anyone had problems getting warranty work done? I purchased a used FX45 in Calgary and phoned up the only Infiniti dealership in town ( Hyatt Infiniti ) asking to book an appointment for warranty work. They told me that they are too busy and no longer book service appointments for vehicles that are not sold directly by them. I phoned Infiniti Canada and they confirmed that a) Hyatt cannot turn down warranty work, but that b) they will not book a service appointment for me; I told the person at Infiniti Canada that a+b=c) no warranty work for my vehicle. He did not disagree. When I purchased the vehicle, I was expecting better service. Instead, I get no service at all!

Is this a problem with Infiniti anywhere else????????

[96Qowner]

I own a business and the very idea of this just fries my butt!

Who the HELL do they think they are? Everyone knows 100 people - that's how many attend funerals and weddings. I imagine your hundred aren't going to have a very good impression of that dealership or Infiniti.

NOT a good way to grow your customer base.

So they won't book an appointment? Can you go on a cancellation list like a doctor's office? Or are they saying they flat refuse to work on your car - seems that would be a violation of Infiniti policy.

[CalgaryFX45]

The Hyatt service rep said that "I could drop my car off and they would get to it when they can". Considering the fact that they are too busy to book me an appointment, it sounds like it could be a long time before they "get to it". I can't afford to drop my car off and leave it at the dealership for an indefinite period of time. Infiniti Canada is working to try to get me an appointment, but it's been 3 weeks already.

[96Qowner]

Well, Hyatt clearly doesn't ever want your future business or that of anybody you tell the story to. I wish them luck with that marketing strategy.

And good luck to you, too. Thanks for posting it.

[maxnix]

Have your attorney write them a letter and cc Infiniti of Canada. Better yet, arrange a press conference on the street at the dealer and invite CBC.

[Q45tech]

Sounds like Calagry is big enough for a second Infiniti dealership.........why not write a good calm letter to the local newspaper editor.

We have 5 in ATL and the competition is self regulating.

[WoolyS14DET]

contact consumer affairs and tell them your issue

[BadQ45t]

That seems pretty odd. I would park the car in front of their dealership with a huge sign in the back window that says "do not buy a car from these idiots, they ripped me off" that might get their attention. But seriously, I would demand to speak to the GM of the entire dealership and do not take no for an answer. If he will not meet with you I'd go direct to Infiniti let them know your problem and let them battle the dealership.

[StarPD]

That seems pretty odd. I would park the car in front of their dealership with a huge sign in the back window that says "do not buy a car from these idiots, they ripped me off" that might get their attention. But seriously, I would demand to speak to the GM of the entire dealership and do not take no for an answer. If he will not meet with you I'd go direct to Infiniti let them know your problem and let them battle the dealership.

I'd have a lawyer write the same letter to the dealership and Infiniti of Canada. In it he should state that you expect warranty service like any other customer, and that if they don't contact you within 3 days of receipt of the letter with an appointment, to please provide the name and address of their legal counsel so you can institute litigation in a gentlemanly fashion. I suspect that you'll get a phone call with an appointment quickly. If not, sue them both for everything you can.

What jerks!

[Q45tech]

A dealer doesn't have to accept you as a customer for repair service, they are an independent business.If they sold you a vehicle then the situation changes.Nissan can only beg and hope or make you an appointment somewhere else in Canada.

[BadQ45t]

Make Infiniti own up to this, they can make the dealership do it if you make a big enough deal out of this.

[InfinitiSvcMan]

it is part of the dealer agreement that the dealer takes warranty work regardless of where the car was sold.

[Q45tech]

And that is it! They are contractually obligated but no time limit is set. They agreed just not on your terms. No where does it say they must give priority to non sales customers and an appointment is priority.

They were being honest with you at least.

[ddrumman]

The Hyatt service rep said that "I could drop my car off and they would get to it when they can". Considering the fact that they are too busy to book me an appointment, it sounds like it could be a long time before they "get to it". I can't afford to drop my car off and leave it at the dealership for an indefinite period of time. Infiniti Canada is working to try to get me an appointment, but it's been 3 weeks already.

Well, are they going to give you a loaner? They should, just like any Infiniti dealership does, and if so.... they can take a month to get to it and I wouldn't care.

it is part of the dealer agreement that the dealer takes warranty work regardless of where the car was sold.

Absolutely. I bought my 94 in 99, from a private party with a transferable 100K warranty, and both Infiniti of Santa Monica and Infiniti of Thousand Oaks always took me in WITHOUT an appointment AND gave me a loaner on the spot. At that point I didn't care when they got to my car.

[ranman99]

I'm having the same problems with Ericksen Infiniti in Edmonton. Didn't buy the car from them (acutally bought it in Chicago, because it's the M45 with the premium package -- hard to find), and they're penalizing me for it.

After waiting nearly two months to get warranty work done (that's the soonest they could get me in!!) they didn't do a damn thing to fix any of the problems. Fortunately, the car is still operable. So I phoned them back today and they told me it'd be 3-4 MONTHS before they could get me in!!! I was so disgusted by the service advisor's explanation that I hung up on her.

Two minutes later, the service manager calls me back. Turns out he's the old service manager from Hyatt in Calgary, where Infiniti Canada tells me they've had tons of problems where customers are being treated horribly. First thing he does is basically accuse me of running out on my oil change bill (the only work they did). I explain that the service advisor wanted to get out of there because it was closing time, and told me he'd settle up with me over the phone for that.

Now I'm in a really owly mood, because I don't like being accused of running out on a bill. Instead of grilling me, why didn't the service manager ask his f***ing staff??? Anyway, I ask about the 3-4 month wait to get work done on my car and am told that's his policy. I didn't buy the car from Ericksen, so that's just too bad.

Oh right, I could bring in the car and they'd see if they could squeeze it in. But it might take a week, a month, two months.... who knows? (That's a direct quote from the service advisor)

Infiniti Canada says this is unacceptable and they'll look into it. Whatever that means. All I know is I've had other cars that have had warranty work done at other dealerships, and never had a problem. I actually had a Cadillac with a head gasket go in -40 weather in North Dakota, and the dealer got me in the same day because they understood my predicament. My wife bought her car in one city and gets all her oil changes and warranty work done in another, where we live, and no questions are asked.

I think it's criminal that Ericksen is allowed to do this to customers. Oh right, they don't consider me a customer because I didn't buy it from them. Well, it is an Infiniti product, and I bought it from Infiniti, so they need to do something to stand behind their product and their service. This is crap, and I'm going to tell everyone I possibly can about Ericksen's LOUSY service.

I'm tired of car dealers treating people like they're second-class citizens....

[driverdriver]

Take it to a Nissan dealer with a non-Infiniti showroom. They should be able to take care of you. Explain your situation, tell them you have Infiniti Canada involved.

[ranman99]

Thanks for the tip, I will definitely look into it.... I certainly don't plan to bring it back to Ericksen..... not even for oil changes!!!

Incidentally, I wrote a letter to the editor about this and I'm wondering if it'll see the light of day. Car advertising is their bread and butter, so it might find its way into File 13....

[96Qowner]

And you know what's so amazingly STUPID about this policy?

Car dealers make almost NO money on the sale of a new car - some hundreds of bucks if they're lucky. Dealers make their profits from parts and service and used cars.

Morons.

[ranman99]

Well, I just got off the phone with Nissan Canada -- and they were no help at all. They told me that dealerships are free to set their service schedule according to how busy they are, and there is nothing they can do. Her final advice? Call up Ericksen and try to smooth things over.

Considering the service manager's last words to me were "take it to Calgary (3 hrs away), take it to Kelowna (10 hrs away)... I don't care where you take, but don't bring it here" do you really think I want to take it to Ericksen?

And, considering my wait time will be 3-4 months to get an appointment, do you really think I want to take it to Ericksen?

I asked about taking it to Nissan for warranty work, and Infiniti Canada told me that's a total no-go.

So, basically, I feel like I have nowhere to go. I have warranty work that needs to be done, a warranty that's still good for 3 years, but the local dealership will only service my car in four months. I can't take it to Nissan to get work done. And Infiniti Canada says they are powerless to help me, other than telling me to smooth things over with Ericksen.

I love the car, but is this hassle really worth it??

[Q45tech]

Sounds like the dealer told Nissan you offended them and are being punished for your attitude or words or going out of channels........................"smooth things over"? Somebody feels insulted besides you.

When all my cars are/were under warranty I always made it a point to buy lunches for dealer service manager and doughnuts for technical staff BEFORE I ever needed WARRANTY and subsequent years during Warranty.

Everyone get thru LIFE differently I like to make friends and BRIBE the unfriendly.....................only in Northern English speaking countries is BAKSHISH [pourboire] thought of badly.

[bobb277]

Crap. I just brought an Infinity QX56 (2006) because I had horrible warranty from Ford on my Explorer and didn't want more hassles. FIgured Infinity would stand behind there product. Hope I didn't make a wrong move.

[ranman99]

Maybe you'll have a better experience than I had. In my case, I decided to send the car back to the U.S., trading it in. The one coming back to Canada with me is off warranty, so I'll buy an after-market warranty that's good in Canada or U.S. Funny thing is, I got more money out of it by trading it in the U.S. than what the Canadian clowns were willing to offer.

Next time I do this, I'll buy something off warranty and do the aftermarket warranty thing. Spend less on the car and get a simple warranty for the big ticket items, for about $2K.

I won't give my business to to the Canadian dealers because they're still ripping us off. I don't blame them as much as the manufacturers, who haven't levelled the playing field. But don't tell us you'll honour a warranty both sides of the border, and then allow one of your dealers to treat you like crap. I had no support from Infiniti on this, none whatsoever.

When I told the Infiniti dealer in the U.S. my story, they were shocked. They are happy to get warranty business -- from both sides of the border -- because it's money in the door. And they are in a location where they do get a lot of snowbirds driving their cars south for the winter.

[bobb277]

I just brought a QX56 in US and brought it up to Canada. Had a couple of warrantry items to take care of. Contacted Morey Infiniti in Coquitlam BC and told them I just purchased in US. They said no problem hows tommorrow. Great service. No Waaranty problems. After Ford I'm so happy (havn't found a buyer for my Explorer yet mind)Bottom line this dealer has been great even knowing I brought in States.Kudos to them.