maintenance and warranty

[OldBob1938]

I'm close to retirement, and plan to see a lot of this great country. The two cars I like best are the Volvo XC60 and the Infiniti EX35. Neither car has an extensive dealer network .. at least compared to say, Ford.

I was just talking with my son, who has an Infiniti that he purchased in the Bay Area. He was then transferred to Boise, ID. The nearest Infiniti dealer is 450 miles away in Salt Lake City. His local Nissan Dealer wouldn't help him. So, he ended up paying for all service and warranty work himself.

This concerns me since we are likely to move out of the L.A. area in the next few years. Boise is one of several places we might end up.

Also, how does Infiniti handle the situation where the car fails under warranty and you aren't anywhere near an Infiniti dealer. How does the car get fixed. How does the warranty cover the repair if it has to be done by someone other than an Infiniti dealer. I asked my local Infiniti dealer who didn't seem to know, or didn't want to tell me. He just said I'd have to go to an Infiniti dealer.

Thanks for any info

[txgcoupe]

Before you get much older Bob, call Infiniti Consumer Affairs and pose your questions to them.

http://www.infinitiusa.com/iapps/contactus

I guarantee you won't get the answers you need off of an internet chat site.

If you don't get satisfaction... maybe it is time to get a Ford.

Good luck,

John

[Tasman]

First, I have to say that I really like Infiniti cars. On the other hand, my experience is that the InfinitiUSA Consumer Affairs was of little help when I contacted them. I hope you have better experience. Second, you are correct in that there are not a lot of dealerships (and that goes for Volvo too). The entire State of Oregon only has one and it is hundreds of miles to reach another. We are retired and moved here from Sacramento and was a bit surprised about the lack of dealerships. Dang, and I never even thought about Infiniti dealerships as one of my criteria of where I wanted to move once I retired. Learned something new.

Even with that, I still bought another Infiniti knowing those limitations. Other than one recall issue, I don't think I ever had to go into the Infiniti dealership for service that could not be performed by another certified mechanic. But as txgcoupe said, if you are worried about having a dealership in every town, the American car companies or even Honda or Toyota may be a safer option. If you can find a vehicle that you love in their line of cars, then you worries are over.

[OldBob1938]

Tasman: Thanks for the reply. I really like the Infiniti and the Volvo. I don't expect to get a lot of help from CS.
That's why I am checking the web site ... looking for answers from total strangers. Most companies have really pathetic customer service. I'm just not interested in Fords or Toyotas. I do expect to choose either the EX35 or the XC60. I'm just interested in how much grief that I can expect. Like you, I never thought about the lack of dealerships until today's conversation with my son ... who, by the way, still loves his Infiniti.

By certified mechanic, I assume you mean one that is Infiniti Certified. All of our cars are handled by a local mechanic, not a dealer ... but they are out of warranty. So, if your maintenance is done by a certified mechanic, is the car still under warranty? Incidentally, Volvo offers free maintenance for the first 5 years, but if there are no local dealers, I guess that Volvo loses that minor advantage.

Thanks again.

[Tasman]

OldBob: From another Old Bob....I do not think you will go wrong with either the EX or the XC. Both are nice cars and each have their advantages. I looked at the XC, X3 and the Q5. All nice vehicles.

For me, I have found little grief about not having the dealership network that we were used to. About the only thing I have had to service was the usual maintenance issues and the local certified mechanics do a great job in it. When I bought the EX a few weeks ago, the dealership even said I do not have to go back there for my vehicle service needs so long as I went to an organization that had certified technicians. That was defined as an ASE certified mechanic. I am sure you will them in Boise. Others have had success in doing their own maintenance and keeping all of the receipts but I am too old for that. Warranty is still good so long as you keep records and abide by the factory recommended service schedules.

I did consider the free maintenance issue with the Volvo and BMW as it did have it was an enticement. Just look closely at the free service that they give you. BMW only offered oil changes at 10,000 miles and not sure about the other "gottchas". But as you have said, if you do not have a dealer close by, the value is lost. I get my minor service done by an ASE certified shop but get the major service done by the dealership.

[p kullenberg]

I replied to you on the S60, Sweedspeed forum, but I'll repeat. I have an 08 EX35, AWD, and it has been stone reliable; I have had no warranty work at all. Some of the routine work I have had done at a Nissan dealer when it was convenient. I have 41000 miles on it, and have done a lot of back and forth between NC and CA. I still have the original brakes, and have gotten 25-27 mpg, on the highway, and around 15 around town. As to offering advice between an EX and an S60, I really can't . I'm looking at the S60 T6, and several other Volvo's as a possible replacement. The overseas delivery program that Volvo offers is very attractive. Good luck with your choice.

[EXceptional]

I had some concerns also, when we bought our EX35... and was told that we could take ours to a NISSAN Dealer for service, if we absolutely had to.

I'm having a little trouble with the notion that you CANNOT go to a NISSAN Dealer, even if they are hundreds of Miles closer to you than the nearest Infiniti Dealer.

Afterall, NISSAN and Infiniti are in bed with each other.

[morgan1130]

I've been told from my dealer that I can bring the car to Nissan dealer for regular maintenance (oil/filter/rotation...), and the Nissan dealer told me I can have most of the services done there except some part replacement (steering motor, steering rack... which I recently replaced with Infiniti dealer)

So I guess unless you need the infiniti parts, it's OK to have service with Nissan. But I am in Canada...

[OldBob1938]

I put a request into the URL provided by txgcoupe (Thanks John). I got a call this afternoon from a very pleasant lady from Infiniti customer service She said that I can get all of the routine maintenance ... oil changes, etc from any Nissan dealer. (I had already guessed that, even though my son had some difficulty with that). I need to keep the maintenance receipts in order to keep the warranty in force. Warranty repairs, recalls, etc need to be handled by an Infiniti dealer.

I asked her how that would work if my car was immobilized in Boise with the nearest dealer in Salt Lake City. Her response was that Infiniti would pay to have the car hauled to the nearest dealer ... wherever that is. This sounds reasonable, I hope it's true. I presume that this means I front the money and get it reimbursed. I didn't think to ask that question. And, whatever can I buy, I hope I won't need warranty repair.

As an aside, wouldn't it be a smart practice for Infiniti to arrange for all service to be handled through Nissan dealers for owners that are more than a couple of hours away? Maybe they would sell more cars.

[EXceptional]

As an aside, wouldn't it be a smart practice for Infiniti to arrange for all service to be handled through Nissan dealers for owners that are more than a couple of hours away? Maybe they would sell more cars.

[RedwinGV]

As an aside, wouldn't it be a smart practice for Infiniti to arrange for all service to be handled through Nissan dealers for owners that are more than a couple of hours away? Maybe they would sell more cars.

Actually, Acura used to have a network of independent shops that were authorized to perform warranty service. I had one in my town and we live about 110 miles from the closest dealer. Acura dropped that a few years back.
FWIW, not having a dealer somewhat nearby does turn off a lot of potential buyers. It does in my town. Sure, a lot of the premium brands offer to pick it up and drive it back, or tow it if needed, but that still discourages folks.
Now once the warranty period is done, no problem. Most good mechanics can service any make.

[blfstyk]

OldBob - you can have your regular maintenance done by any qualified mechanic, or even do it yourself, doesn't have to be Infiniti or Nissan, and the Infiniti warranty will still remain in effect, as long as you have receipts to show the car was maintained according to at least the minimal schedule in the Service & Maintenance Guide. You don't need to keep receipts if you have the work done at an Infiniti dealer because all work done is entered into the Infiniti database, along with your VIN.

According to the Warranty Information Booklet, as long as the warranty is in effect, "Whenever possible, flatbed (towing) service will be dispatched for mechanical disablements or accident/ collisions which render the vehicle inoperative. There is no charge for the towing service. Roadside Assistance will arrange to transport the vehicle to the nearest Infiniti dealer, if one is located within 250 miles, or to another authorized alternate service facility."

The above info is taken directly from the manuals and booklets that come with the EX. So although the pleasant lady from Infiniti Customer Service didn't really lie to you, I think she may have been blowing a little smoke up your a**. It's nice to be nice, though.

BTW, for additional peace of mind, I recommend purchasing the extended warranty if you can get it at a reasonable price. I've had to use the Roadside Assistance and found it much superior to AAA, which I was able to drop.