Nissan's "1 to 1" program

[srellim234]

I just received my second call in the last week from Nissan North America's "1 to 1" program trying to schedule a service appointment in December for me. I understand they want to work with their customers to maintain their vehicles properly, but this is really irritating. She conducts what amounts to a two minute inquisition about the dealer and trying to force scheduling an appointment on me.

I told the lady during the first call that I am extremely happy with West Covina Nissan and the service I received was top-notch. I also told her that I did not want to schedule a service appointment because we don't drive consistent mileage each month, but almost always forcing oil changes and the like quicker than the 1,100 miles a month she is assuming. We schedule our appointments when we get close on the mileage, doing the services as we approach the schedules in the maintenance book. She absolutely didn't seem to understand that there are some of us who follow service schedules based on the miles we drive our cars.

Since the first service, I had to take the car in for warranty repairs, not service. One part is backordered so another repair will be done when the part comes in. Apparently, every time you go to the dealer it triggers these follow-up calls and attempts to schedule service calls 2 to 3 months in the future, whether you went there for a service or not.

I finally was able to tell her to just send reminders through the mail if she feels like she really has to, but quit calling.

What kind of experiences, good OR bad, are any fellow Versa owners having with this Nissan "1 to 1" program?

[RetiredTexans]

My dealer has taken the same approach. I have been there 3 times for service and noticed they bays weren't overly busy. Wanna bet they are probably hurting for business?

Like you, I schedule the service, not vice versa. For some reason they didn't call to see if I wanted to "service" my passenger air bag cover. I noticed after having an oil change earlier this week that it popped up resembling their NTB07-033 photo. Surprised the service technician didn't see it while inside writing up the service.

I have 2 Accords (1992 - 280,000 miles and a 2001 - 99,000 miles) and noticed there is a big difference in scheduled maintenance pricing. A regular oil change at Honda is about 22% lower than Nissan plus Honda always washes my car.

[XterraVersa]

I told them to stop calling & since they have called & harassed me, I will never take my Nissan in for service. Then I added the number they called from to my blocked numbers list.

I have not had a call in over year now.

I go to a better dealer for service than the one I bought my Nissans from. I get coupons for the purchase Nissan dealers, but they are also accepted at my service dealer.

[srellim234]

I forgot to add that the dealer has me on their own automated calling program, too, so I'm getting all kinds of calls from multiple Nissan locations. AFTER I took the car in for the first oil change I got a tape recorded call telling me my first oil change was due soon. The call was a tape recording of the sales or service manager (I don't remember which one).I just hung up on it.

Plus, the salesman calls from time to time just to make sure things are ok with the car. I really think Nissan would be well served to just have one person at the dealer deal as a point person to make these calls in person.

As a customer service trainer I know the value of personal contact and follow-up, but Nissan has gone too far with all these programs. They could save a lot of money (and customers) by just having a telephone customer service rep at the dealer to funnel these calls through. Corporate could follow up twice a year with a mailed survey that also reiterates national toll free #s and web site addresses with any concerns about the dealer.

BTW, West Covina Nissan always washes the car. Penske Honda in Ontario does, too.