Reporting a great experience with Infiniti and their Consumer Affairs folks!

[szh]

Recently, I contacted Infiniti Consumer Affairs about two items that the dealer said was not officially covered under the Extended Warranty: a leak in the exhaust manifold and a cracked windshield (about 8 or 9 inches long).

If the crack had occurred from a stone or impact, I would agree, but it clearly started at the bottom edge of the glass and crept upwards in a jagged, curved path. So, I contacted the Infiniti Consumer Affairs folks and they agreed to take care of both items. These were fixed at no charge to me!

In the past two weeks, I have received over 6 or 7 calls from a very helpful person at Infiniti - Tricia (I hope I got the name right) - who gave me regular status updates and followed up to make sure that everything was going to my satisfaction at the dealership. Which it is! I get to pick up my car from there on Monday ... got the call from my Service Rep a few hours ago.

So, yes, thanks to Infiniti and them taking care of my problems like I would expect them to! I will continue to buy Infiniti as long as I can ... in a few years, I expect to change my 2003 M out for something else, and Infiniti will be at the top of the list again.

Good Stuff™!

Z

[jbillion]

Great to hear some good news about Infiniti service. How did the leak in the exhaust manifold manifest itself?

[antzrus]

I think it's great the way your were treated. I've been treated similarly. However, you are the moderator of this widely disbursed list and hence I'm sure Infiniti has its spies red tagging all issues related to you; i.e. "treat him w/kit gloves..."

As for me, I just happened to find a good dealer (Infiniti of Kirkland, WA) w/fresh and hot chocolate chip cookies in the waiting room.

[M45Runner]

I believe it is more of the attitude of the dealership. Here in Dallas, we have 3 Infiniti dealers and when it comes to service, I always use one exclusively (not the closest one and not really easy to get to either). The reason being is: They are so good at customer service - no matter what brand it is - they have Infiniti, Lexus, Cadillac, VW.

If you are from Dallas area, you must heard of it, it is Sewell - Obsessive with service since 1911! No, I do not work for Sewell, neither do I have any relationship with them other than I drive an Infiniti and perform ALL my service there.

[SteveTheTech]

That's great to hear, I'm surprised to hear they covered the windshield without issue. That is the benefit of not only owning an Infiniti but developing a good repourt with your service department. I like to see repeat customers and I'm sure if you (as the customer) know who is working on your car it will help ease your mind when you have to bring your car in.

As far as I know Infiniti Corp may read some of this but they do not stalk the general forums, if they do I'm sure I would have attracted some sort of attention from people I have yet to meet. As of this date I have only received emails from my local reps. Hopefully they are reading these boards to get a better idea of what is going on in the real world. The dealers don't really have the best inter office communication as we are all sort of pitted against each other in an elaborate numbers game. This medium is great because it brings people from all walks of life and regions together to share their experiences.

Congrats Z, the new M may be right up your alley.

[szh]

That's great to hear, I'm surprised to hear they covered the windshield without issue. That is the benefit of not only owning an Infiniti but developing a good repourt with your service department. I like to see repeat customers and I'm sure if you (as the customer) know who is working on your car it will help ease your mind when you have to bring your car in.

Agreed. I have been driving an Infiniti of some sort for over 18 years now ... a 1991 Q45, a 1995 Q45 and a 2003 M45. All purchased from this dealer and they get taken back for service from them regularly! I have also had the same Service Rep for the past 13 or 14 years now and he knows that I am picky about my car. So, I suspect that this probably helped.

As far as I know Infiniti Corp may read some of this but they do not stalk the general forums, if they do I'm sure I would have attracted some sort of attention from people I have yet to meet. As of this date I have only received emails from my local reps. Hopefully they are reading these boards to get a better idea of what is going on in the real world. The dealers don't really have the best inter office communication as we are all sort of pitted against each other in an elaborate numbers game. This medium is great because it brings people from all walks of life and regions together to share their experiences.

Even if they do check this forum out on a regular or semi-regular basis, I doubt that they would know who I am really. I did not post any complaints about the issues here either ... just relied on them to fix it like I wanted.

Congrats Z, the new M may be right up your alley.

Any details/info on it yet? I suspect that I will not buy for a few more years though ... I really love my current Y34.

Z

[szh]

Great to hear some good news about Infiniti service. How did the leak in the exhaust manifold manifest itself?

Fair amount of heat from under the driver side door when I stepped out after driving. Just felt too warm to me! It was not loud per se, even though the cracks were before the muffler - two cracks ... in the exhaust manifold and pipe connections to the muffler.

I have no idea how it happened - no impacts or anything of the sort.

Z

[szh]

As for me, I just happened to find a good dealer (Infiniti of Kirkland, WA) w/fresh and hot chocolate chip cookies in the waiting room.

Hmmm ... my dealer does not have the cookies, but they have one of those specialty coffee/hot chocolate makers. I enjoy those!

Z

[maxnix]

Infiniti of Kirkland always had cookies and fruit when I was there.