Infiniti Service??

[yustonuser]

Can I get some feedback on service experience with Infiniti? So far I am very unimpressed with our dealer here and am about to stop trying and go elsewhere. I was hopeful from what I had heard prior to my purchase that the level of service was better than I would get from Nissan or Honda. I was sadly wrong. My first experience was less than positive - where they had me sit for 30 min and then had no idea what I needed, then when I came back, they couldn't find my keys and had me walking around helping them. Now we are ready for our first oil change on the EX and our care keeps yelling at us to get it done - I called to make an appointment and was sent to a voice mail and got no return call. My wife calls first thing today and leaves a voice mail and still no call back. Why in the world do you have to leave a voice mail to make an appointment - they can't have someone check the schedule and do it? I bet I will call again tomorrow and will be told first available is next week.

Anyone have similar stories? Seems Infiniti service is about as poor as I have ever seen - I get better service at Honda.

[garbagejunk]

From reading other forums it seems like there is no overall organization overlooking the infiniti dealerships. So while service at one dealership may suck its excellent at the next one.

Maybe you should look for another infniti dealer in the area? Edmunds has a dealership rating system that you could look at to see if there is any feedback on the dealerships in your area. There is another rating service out there and I forget the name but the only people that seem to leave reviews are the ones that are upset enough to look for a place to file a complaint.

On a side note I've read about people taking their infiniti cars to Nissan dealerships as well. I was doing research ahead of time and found a Nissan dealer that everyone seems to rave about. I called them up and asked if they would be willing to service an ex and they said sure to bring it in. But no loaners unless the work was above a certain value. My suggestion would be to shop around until you find someone you like.

Good luck.

[JB_G35]

yustonuser.... Sorry to hear you're initial Service experience was not up to your expectations for a high end marque like Infiniti. We have had 3 Infiniti's now. And our service experiences have been satisfactory (But not outstanding). At times they have slipped in service and quality. Your dealership needs to be reminded that in this day and age the service experience is paramount in building brand loyalty and repeat business. Most of us only see the sales staff in a dealership every 3 to 4 years. But we deal with the service staff 2 to 3 times a year. If Infiniti wants their piece of the twindling market share for high end vehicles, they must step up and meet people's expectations. Having to search out a Nissan dealership as an alternative is not the answer. I would seek out the Executive Manager or GM of the dealership in question and share your experience so far with your EX. Non of us like having to go to the dealership, but it should not be a frustrating chore. If they don't step up and improve the situation...it's clear they don't want your business now or when your are ready to purchase another vehicle. Remind them that word of mouth works both ways (Postive and Negative). Let us know how it goes.....Good Luck

[GoVols]

The service at my dealer has always been excellent. This is my third Infiniti. Appointments are readily available and usually the loaner care is a G35. I also receive a follow up call about the quality of service from Infiniti, not from the local dealer, so I can report any problems with the service department.

[garbagejunk]

JB_G35 I see you live in the so cal region. Mind if I ask which infiniti dealerhsip you're using right now for service? Thanks

GJ

[JB_G35]

garbagejunk...Infiniti of Montclair. I used to use Infiniti of Southbay when I had my G35 Coupe. They were pretty good...

[jmess]

I would say my experience with the local Infiniti dealer compares to what I found at the local Lexus dealer; both good.

For a real nightmare try taking your $54K Vette to the local Chevy dealer. Some are pretty good but most aren't. You never know what to expect when you pick your car up. After 3 years of dealing with GM quality and GM service I bailed out before the warranty expired.

[gloa2000]

Anyone have similar stories? Seems Infiniti service is about as poor as I have ever seen - I get better service at Honda.

It all depends on the Business Management of any Dealers, Even Some Kia's or Suzuki's offer you Outstanding Services even could be similarly compared to BMW or MBZ. I would suggest you calling other infiniti dealers, You will know if they are good dealer or bad dealer just by talking to the Receptionists. Another tip, dont make a reservation with the Service desk, ask for any service advisors, talk to them on the phone let them know you are coming and will get serviced by them, and dont forget your service advisor's name.

[gloa2000]

You should try Irvine Infiniti/Metro Infiniti of Monrovia. Both of them gave me good experiences.

[chuck0921us]

I'm on my second Infiniti and it will be my last. Infiniti makes fun cars to drive but they have no concept of customer service. I've had he same issue with my stereo for over two years and customer service won't do anything about it. They can't be bothered. Once I bought my G35X and paid the dealership the honeymoon was over.

I tried calling customer service but they were not helpful. In the end I'll end up winning. So far I talked three friends out of buying Infinitis. May not seem like much but Infinit ended up losing close to $150K by pissing me off.

[EX-lover]

In general, I would give my dealer

[cjre1]

I feel bad for all the people that are having issues with their dealers.

My dealer is more than awesome. I guess it depends where you buy your car. I had three dealers that I was dealing with to buy my car. Only one dealer cared a whole more than the other two and it is in a rich area. That matters a lot, I think.I know that it shoudl not, but it does. This is life.