Post by
spirod »
https://forums.nicoclub.com/spirod-u252165.html
Tue Jun 23, 2015 1:25 pm
After 30 days of waiting, here is the standard issue letter received from Infiniti. They didn't even bother reading my letter which stated 1) the dealer that sold my car has closed the file on the noise issue as they believe this it is normal and 2) the second dealer, after replacing the power steering pump and alternator tensioner, does not know where the noise is coming from.
"We wish to acknowledge your recent correspondence addressed to Infiniti Canada; we regret the circumstances which have prompted you to contact us.
Infiniti and our dealers strive to serve the needs of their customers by offering superior customer service. We are indeed sorry to learn of your dissatisfaction surrounding the identification/resolution of the sound you have noticed upon start-up of your vehicle.
As we were not party to the discussions or interactions you have had dealership, it is difficult for us to comment on these matters; nor are we in a position to intervene in what is, primarily, the role of your Infiniti dealership - that of diagnosing and reparation of vehicles. As the manufacturer and distributor of new vehicles, we make all technical information, libraries and personnel available to the dealerships to assist them; they are, if you will, the "eyes, ears and hands on the ground" charged with assessment and remediation.
Naturally, we have a continual process of dealer evaluation in place to assist with and encourage best practices of dealership operation. We will certainly notate your concerns in these matters, as a part of that process; however, we would have to suggest that you continue to work with your dealership(s) as they have a direct link to our senior technical authorities should they require assistance.
We thank you for taking the time to make us aware of this unfortunate situation."
So I wrote back : What am I to do now that Infiniti Canada is telling me to return to the dealership for assessment and remediation when the Brossard dealership has closed my file and the Laval dealership cannot help me any further. Am I expected to go to another dealership? Where? Infiniti dealerships are few and far in between.
As the manufacturer with, as you indicate, all the technical information, libraries and personnel available, why can’t you provide the direction when your dealerships have failed to identify the problem? This was the purpose of contacting Infiniti Canada in the first place. The two dealerships are not able to provide further assistance.
Please have your technical personnel review the two videos that I had sent and advise the probable cause and remedy.