Infiniti Corporate Email and Physical Address

[hgratt]

I wish to file a complaint concerning a newly purchased Infiniti G25 sedan. The problem concerns a design flaw with respect to Bluetooth implementation. The dealer has already verified that no existing fix is available and none is in the works from Infiniti (although the same problem has been fixed in other models).

I already have 2 case files with the Infiniti Consumer Affairs Department but they have not received any reply from the factory with respect to the status of a forthcoming remedy - it has been 3 weeks since I first requested a fix.

I would now like to escalate the problem by a formal complaint to the FTC and also be able to copy Infiniti Corporate with the complaint details. So, I would appreciate if anyone could supply me with an email and/or physical address to a high level representative. FWIW, I have googled this and cannot find the info - only links back to the Consumer Affairs Department.

Thanks,
Harvey

[AZhitman]

Please see the following -

proposed-changes-to-m-nav-system-t539359.html
want-bluetooth-streaming-in-your-m45-he ... 25991.html

Not sure if either of these apply, but they may give you some ideas... Definitely talk to user "Blastphemy" from the first thread.

I'll see if I can scrounge up a contact for you.

[hgratt]

I'm aware of some of the issues. In fact, Infiniti deployed a fix for certain G Sedan models with the exact problem I have (service bulletin ITB10-0066b). Unfortunately, they did not fix the problem in the new G25 model - even though the Infiniti website indicates that the features missing are supported.

Thanks,
Harvey

[WAldenIV]

Harvey, could you give me a nutshell summary of what the problems with Bluetooth are?

[hgratt]

Harvey, could you give me a nutshell summary of what the problems with Bluetooth are?

In a rather large nutshell:


It's the small things that can drive you up a wall. Infiniti states that, via their Bluetooth compatibility website, that all G Sedans (for numerous phones) support the Bluetooth profile/protocol for implementing call waiting. In fact, there was a fix issued for G35/37 sedans for this very problem in the recent past (service bulletin ITB10-066b). Since I could not get this feature to work, I contacted the Consumer Affairs Department for help (at the dealer's request).

I then filed a formal "complaint" with the Infiniti Consumer Affairs Department (at their request) so they could obtain formal documentation of the issue. When I next talked to them, I was informed of the following information which they had obtained from the factory:

1. The G25 does NOT support call waiting for ANY phone despite this being an advertised feature via their Bluetooth Compatibilty website.

2. I was told that when the Infiniti software techs originally tested this feature, they would disconnect the first call, then take the second call and finally dial back the first call. This was their "interpretation" of how "call waiting" was suppose to work - I was left dumbfounded and speechless (for a short time ) at this explanation.

Subsequently, the local dealer was able to verify that no factory fix currently existed for the G25 sedan.

I then told the Consumer Affairs Department that I would like an answer back in a reasonable time (several weeks) as to whether Infiniti has any intentions of fixing this problem as they have done recently for other models. I realize that the actual fix would take longer, but I want to know that it is actually be worked on.

I was promised an answer in a short time (a simple acknowledgment that a fix was being worked on). That was 3 weeks ago and I have heard nothing and when I called 2 days ago it was indicated that nothing had been processed with respect to the case file. Furthermore I requested that the my case worker please call me so we could discuss the situation - they did not call back.

FWIW, we really like the car and I believe this is the manufacturers problem and not the local dealer's (who was quite good to work with).

So, in summary, Infiniti is aware of the problem and knows how to replicate it. The ONLY thing I requested was an acknowledgment that "we're working on it". After 3 weeks I have not received this simple confirmation.

Harvey

[WAldenIV]

Thanks, Harvey. The only information I could find related to ITB10006b, which you have already tried. I was hoping I might be able to help find a work-around at least, but no luck so far.

[hgratt]

An update:

A little over a week ago I re-contacted Infiniti Consumer Affairs (CA) about the status of the case and was informed that no new information was available. I then contacted them again a few days ago, and was informed that Infiniti was working on a fix for the problem. In fact, I was told that numerous other complaints about the same issue were now coming in.

Additionally, last Saturday, we took the G25 back to the dealer to have the license plates attached and registration sticker put on - at this time the service rep came over to me and indicated the same thing, that Infiniti was working on a fix for the problem and the dealer would contact us when it's available. Hopefully, all this is true and the patch will be forthcoming in several weeks.

Thanks,
Harvey

[kmckis1029]

my call waiting has never worked right in my 2010 g37x... i didnt know it was a fix out for it... ill be sure to speak to my dealer this week...

[hgratt]

my call waiting has never worked right in my 2010 g37x... i didnt know it was a fix out for it... ill be sure to speak to my dealer this week...

I just received a call-back from Infiniti Consumer Affairs today. They indicated that the issue was still being worked for the G25 and also explicitly stated that the proposed fix includes the G37. If you look at the following link, it implies that the currently available fix should be applicable for the G37. I'd be interested in what your dealer says.

http://www.infinitig37.com/TSB/ITB10-066b.pdf

[kmckis1029]

thanks just printed this off, ima see if i can get this fix applied this week and i'll report back...

[audtatious]

I just received a call-back from Infiniti Consumer Affairs today. They indicated that the issue was still being worked for the G25 and also explicitly stated that the proposed fix includes the G37. If you look at the following link, it implies that the currently available fix should be applicable for the G37. I'd be interested in what your dealer says.

http://www.infinitig37.com/TSB/ITB10-066b.pdf

Nice site there

[kmckis1029]

just got the update installed today at my dealer in ga.

it works like a charm