This is likely the LAST Infiniti I will ever buy!

[tkeskic]

Well at least until they open a second dealer in my city, or one much closer then the current 3.5 hour drive to Edmonton (without the speeding tickets!)

I went in today to get the driver seat fixed, and sunroof was poping up on one side, plus I asked for a $300 detail job, and the 18,000 km service (oil/tires etc)

I get off to a late start headed back to the dealer with my loaner, and I call and say I will not make it at 6pm, but will be maybe 5 min late, think 10 just in case traffic is bad. at the same time I'm on hold to let them know this (it was a 10 min hold) I learn that I cant open the gas cap on the G35x loaner car, it works much different than my M35x. After 10 min on hold they take a message to call me back.

I hang up the phone and decided I'm not going to get gas into the car, and no sooner than I decided this the phone rings and its the service manager;

so I answer, wow that was quick, I just left you a message. He says to me, he has not got it yet, and it looks like I'm going to be late, so they were going to add $44 to my invoice for comming in after 6pm.

to shorten the story, I said you do what you need to do, and I'll do what I need to do. (I also explained about the gas cap etc and I ended up using my key to open the filler door). at one point in the coversation he said that I was told, and its in my contract that there is a $44 charge for returning the car late - which I actually didnt read the agreement, and I wasnt told, but I didnt want to start the bun fight with him anymore than I had;

so I said, if your charging me an additional days rental, then I would have to keep the car (thinking I wasnt getting mine back at that point). He said are you threating me? which I had to respond to, if your charging me, then not really, I'm just keeping the car for the term of service I was being charged for.

One thing led to another and he said that before they will perform any more service for me, I needed to come and see him as he didnt want to fight on the phone. I said that would be fine, but I'm not going to any meeting with him unless the dealer principle is there, which he said we dont need that, as he was the service manager and that was good enough. I said there is no way I'm going to meet with him without the dealer principle and thats where we ended the call;

I was actually going in this morning (as some of you may know to buy the 2008 G37) - and the sales guy was teling me how they were building a new dealership and they had a 2 day sensativity training program, and they wanting to get to something called a Infiniti Tear1 dealership and went on and on - Tons of respect for this guy - but they blew it when they asked for for $44 for returning the loaner car 10 min late even before I was late!

Funny thing, even with of that, I ended up being a mear three min late. they never added it to my bill when I was there - but thats beside the point. they actually had the nerve to call me and tell me 15 min before I was late!

So after all that, I pay for the $299 car wash, and get out to the car, and the floor matts are missing (they ended up being under my golf clubs, and stuff in the trunk), none of the matts were returned to thier home. There was dirt and crap on the windows, and around the wheels, inside the door jambs, and dust and finger prints on the dash and nav screen.

So, I'm not sure about you, but I had asked if this was a perfect clean, all dust, dirt etc removed - every last nook and cranny - and I was told yes it was (and they laughed and said it better be for $300). They were also doing a paint protection buffing of some sort etc as part of that ($50 of the price was for this).

The car had looked like it had a $8 cash wash at the gas station in case you were wondering.

What set me off was the idiot who called me 15 min before 6 to tell me I was late and he was adding $44 to the bill, and the whole I'm refusing to service you until you come and and talk to me and let me explain our rules around loaner cars.

on top of all that, I had it in for service a few weeks after I got the car because the driver seat was loose, they said it was normal. Its been getting worse, so today they actualy said yeah, we need to order parts for this; As some of you may also know they had to replace the headliner in may car from the last trip fixing the sun roof, as they got greese all over it, then scratched the dash board, which had to be replaced. I kepth my mouth shut about the many hours wasted going back and forth for this service, and the nerve of them asking me for $44 for being 10 min late (at the end of service hours, and the show room was still open) was the fuse that blew!

This dealerships service is the worst I've ever seen, and I'm forced to deal with them for warranty work! I'm calling Infinit Canada in the morning. But if no signficant action is taking on this. this is the last buck they will ever get from me. Not to mention this is nowhere near the type of service that Infiniti wants its customers to belive they are getting when they drop the type of cash required to get an M series car.

They way they do business here, and they way Infiniti lets them do business here is a Joke, and I hope at least in the Calgary market that Lexus kicks infiniti to the curb! I dont even care how good or stylish this car is, the service takes over, and detracts from the "total ownership experaince" they try to tell me is what I'm buying when I buy an Infiniti;

Since I have already purchased my car, and they have my money - and its the only way to get it serviced, I'm screwed - but let me tell you this, if they dont fix this up for me when the dealer principle gets back from holidays next week - they are going to learn a little about how dedicated I am to sharing a factual account of their service departments performance with EVERYONE! tk

Modified by tkeskic at 8:51 PM 8/1/2006

Modified by tkeskic at 9:36 PM 8/1/2006
Modified by tkeskic at 6:09 PM 8/3/2006

[szh]

That is a terrible dealer handling of the situation.

Please definitely contact Infiniti Corporate (phone number should be in your manual somewhere) and give them an earful. And the owner/General Manager of that dealership needs to be contacted too.

I have never had that kind of an experience with any dealership - let alone an Infiniti one!

Z

[tkeskic]

I tried the "call infiniti corp thing" last time, and those people are powerless to do anything; I dont even care anymore - I'll call because its the right thing to do - but I think the lack of response from the corporate office the last time with my head liner and dash scratching, and the lies told about the voice recognition system - tell me one thing - they dont give a ****.

This issue of poor performace and service is acceptable to Infiniti (Canada operations anyway).

This makes me SO HAPPY I didnt buy there SUV, and I got the Benz; at least with Benz, there are a few choices here in town so they may actually care a little about the client, and not treat me like I'm a second class person.

These pricks here in the calgary location need to have there sales fall off in a big way before they respect the client. I've already made the rounds with a few people I know that have Infinit cars, and they feel the same way!

I wish someone would open another dealer here - Infiniti even asked me if I wanted to open a dealership - they would make it attractive! - I think they need to get thier game together and open a corp dealership if they are seriose about being a tier 1 dealer!

tk
Modified by tkeskic at 9:38 PM 8/1/2006

[szh]

Interesting! Infiniti Corporate in the US seems to have a bit more clout than what you have experienced in the past. I have only called them twice (in 15 years of owning an Infiniti of some sort) and they dealt with the dealer issues both times - in my favor.

Sorry again for your bad experience. Which dealer is this? We should all know to avoid them!

Z

[tkeskic]

Hyatt Infiniti Calgaryhttp://www.hyattinfiniti.com/

Take a read at the VERY first line on the webpage"CALGARY'S only INFINTI dealership!"

They dont seem to be proud of anything other than they are the ONLY dealership!

Makes me sick!tk

[AZhitman]

Definitely write it up - I'll look for a Customer Relations address for you to send it to.

[Q45tech]

Unfortunately most states franchise laws [Canada?] are very biased towards the dealer to protect the state's citizen [franchisee] who pays taxes and bribes to government officals.

Car manufacturers can do little to hurt a dealer other than send them weird colored cars or audit books...........make life tough for dealer employees.........by delaying warranty reimbursements.......which means the dealership just reduces its low paid warranty work.

The point is Infiniti can only do things which actually hurt the car owners.

GM has too many brands and dealers, the only way they could reduce was to pay dealers off and drop a brand - Oldsmobile.

Research why you don't have manufactuer owned dealerships or why every Toyota/Lexus sold in SE USA has to pay a fee to a family in Florida

[NCMichael]

I wish someone would open another dealer here - Infiniti even asked me if I wanted to open a dealership - they would make it attractive!tk

Man oh man, take them up on that offer! The typical Infiniti dealership (here in the states anyway) nets a million a year. That's US dollars, not those funny little Canadian dollars.

If I had the time, I'd tell you about my first experience with Infiniti service way back when in 1992 (yes, I'm that old) but suffice it to say, they were pretty arrogant and pissed me off big time. Things are much better now. I hope. I haven't taken my new M in for service yet.

Michael

[tkeskic]

NCMichaelThe issue is something like 5 million of my money to get it started... and I'm about 6 millionshort right now as I have decided to invest in Nortel stocks, and a Air Canada before the "Thank you for being a share holder, we are proud to announce that for every 12,000 shares you have currently you will recieve 1 of the new share" issues they had; in case you think I'm kidding, that was pretty much the words, the 12,000:1 was about true...

So, as you can see, after funding two very poor business, I was lucky I ran out of money before I had a chance to buy Enron shares. Its a good thing too, I was prepared to invest big in that one!

I'd consider it (seriosly would) - but I honestly dont have the front money required. I would however look at a partnership with someone who had the cash, but maybe not the time to run it;

Lexus here does great business, and the service is outstanding. The Infinti name plate does well, but service sucks here. I think a good product (which infiniti is right now) and some decent service would net some good results for the investors;

tk

[tkeskic]

I called infiniti today and they said they will ask the dealer owner to call me. I confronted them about thier ability to "do anything" and they said they really dont have any power, and can only refer me to the dealer for followup;

As suspected, Infiniti Canada cant/wont do **** to make a client happy. We will see what the Dealer Principle does when he gets back from holidays....

tk

[maxnix]

Be calm, control your indignance, and let him know you are doing him a favor by letting him know how his personnel is performing.

[tkeskic]

I have a nack for being calm (well most times) We will see how it goes, I plan to do this "the right way" and get some results that are positive...tk

[tkeskic]

I found the items I was complainign about; they stuck them in a garbage bag, and I managed to chuck them when I got home thinking they forgot to empty it from the car. so the paper towels and other cleaning waste was with them, and it never occured to me my stuff was in the bottom of the Bag;

After a helpfull suggestion from my wife - I went to the trash (lucky its a long weekend, and they never picked it up) and found my stuff. Now all I have to do is clean the chemicals off of it..

better than that was going to happen on Tuesday at least!tk
Modified by tkeskic at 9:06 PM 8/6/2006

[wgmg35]

I was wondering how this all ended up?

I have heard many complaints about Hyatt's service department. I have yet to take my coupe in.

If it is as bad as everyone is saying, is it possible to have your Infiniti serviced at a Nissan dealership without having to worry about warranty issues later on?

[m11ilt]

I don't think this story is true, since we also own a Lexus GX, I've heard the same story on the Lexus site. Keeps gping around and around

[tkeskic]

m11ilt

whats not a true story?I cant figure out what your speaking of from your post...tk

[tkeskic]

Just an update to the story, since it was brought up to a current thread;I have patched things up with the dealer, and they gave me a dedicated service rep. As a result the service level has improved night and day.

I still have the small issues (like I'm going in for the 3 or 4 time now to get the tire pressure sensor replaced in a tire) but the overall issues have really gone down a good deal; The new service rep is young, but very smart guy! Hes going in for surgery, and will be away for three weeks - and I have a service visit booked the time he is away, so I hope it all runs smooth;

The dealership in my case has stepped up, and decided to improve the service. I'm hoping this is long term, and not some short term accidental thing

tk

[szh]

Glad to hear it is working better ... there are a few Infiniti dealers who are still than stellar, and it is good to see that at least one is willing to change!

Z