This is a completely reasonable response from Nissan, IMHO. I know that a) we're all super anxious for our Zs; and b) we tend to all whip ourselves into a frenzy over various details of this process. But step back, take a look at this program, and be glad we're all a part of it, rather than NO pre-orders followed by some bodacious price gouging and markups that have characterized some other manufacturer's launches of HOT cars. And believe me, we have a HOT car coming!

 

I'm glad to hear Nissan is aware of the problems and is working to resolve them.

 

I guess you can't find any fault with that. Sounds reasonable to me.

 

I preordered and I'm getting my car at list, just as everyone else who preordered is.

The people whining about PT Cruiser and Mini Cooper status should consider that people were paying $5,000 or more over list for a PT as recently as 3 months ago never mind the outrageous surcharges at launch. And how about the mini? I was in Chicago a month ago and saw the new S model marked up to $28,000! Thats as much as a base 350 under Nissan's preorder program for gods sake. So who really cares if you could get on a waiting list for one of those at launch, wait for months and have to take whatever color came in whether or not you liked it - but you could check your status on the web? And end up paying $3,000 to $5,000 over sticker for the priveledge, oh, I mean for the Y2K caliber customer service. Give me a break.

Nissan is selling you a car that will command a $5,000+ premium when it hits the dealerships and all some of you can do is complain? Cut the guys form slack, they are doing something I have never seen an auto maker do before. And frankly it's worth more to me than an email of my order status. If it isn't to you maybe you should go buy a Mini Cooper....

And thanks Jay - you're doing a great job!

joe

 

Yep, definitely reasonable. Our turn to be reasonable now!

 

That was a very fancy and might I add poor copout. If you wish to be successful you have to provide excellent customer service - that has become the hallmark of a great company. In this age of electronic tracking, e-mail, etc a company like nissan should be able to keep it's loyal z car buyers happy. At least keep your dealers well informed so that they can handle the customers questions. Happy customers will spread the word quickly - unhappy customers spread the word quicker. In addition, what good does it do if your dealers look like fools. They are only a representation of the nissan corp. As a business owner, I assume full resposibilty for what occurs in my business. I also inform my staff on how to answer all types of questions and deal with all sorts of scenarios. It is true that problems will arise I strongly believe that they can be and should be minimized. The bottom line is that if nissan wants to make a strong comeback, they can not do it by simply building a nice car. Ultimately providing excellent service is what will set them apart. Otherwise they are only selling a commodity - there are other great sports cars out there. This will be my second z and I must say that my first one was great. I look forward to driving my new z however, I am a bit concerned with the service which will be provided by nissan should anything go wrong. Jmanz, I have a few questions which perhaps you can pass along to nissan. Does nissan have the customer service representatives building our cars? If these departments are not the same why could they not answer our questions? If they won't answer our questions, why do they not at least keep their dealers well informed? Afterall if they tell us to call our local dealers they should at least have some information from their main headquarters. These are just observations not accusations. I have to go but first I what to thank jmanz for an incredible site. If it were not for his work we would know absolutely nothing about our cars. I will wait patiently for my car and I won' tcall or bother anyone until sometime in late September. If I do not have my car by then I will be going crazy.

 

Amen Lowfuel.

 

Well, well. It appears that Nissan is listening (reading). Nissan, are you listening? Here's all I have to say...

I love your 350Z. I made an attempt to place my order at 9:00 A.M. on January 15th and after dicking around with one of your dealers over price, finalized said order on January 19th. I've been waiting impatiently ever since. I knew from the get-go what to expect as far as delivery, "sometime around August." My confirmation letter is framed and hanging on a wall in my study. That same letter says, "Your Z will be built to your specifications for delivery during the period of August through October." I don't have a problem with you pushing the delivery date back, I just want to hear it from either you or my dealer.

My dealer has NEVER initiated contact with me without my having to probe for an update. As far as I'm concerned, I'm made to feel as if I'm purchasing a $15K Sentra as opposed to the $35K Touring Z. Your dealer network reeks of the domestic trash I used to buy as a kid. The first time I visited my dealer I had to turn around and look at the brand on the sign to assure myself that I wasn't standing on a Ford lot. The saddest part about the habitual laziness of Nissan dealers is that they didn't have to lift a finger to sell a single pre-order Z. No test drive, no hemming and hawing over price, no "let me get my manager." Sad, just sad.

OTOH, your Infiniti network is top-notch and welcomes customers to make inquiries for new and upcoming models. Long after I made an Infiniti rep aware that I had already ordered a Z, she continued to provide exemplary service and keep me updated on the progress of the G35 Coupe. She even offered a G35 sedan test-drive knowing damn well I have no intention of buying one without a 6-speed. I wish I could take delivery of my Z at an Infiniti dealer instead. I mean, it's all Nissan, right.

 

 

We have been given a relatively narrow margin as to when to expect our cars.

Considering what they are building for us I think this is reasonable.what other questions need to be ansered by Nissan besides when to expect them? We've bougnt these cars already!

In2Gems

 

There haven't been many positive notes about dealers in my350z. Maybe deservedly so. Even the name, dealer, has a negative connotation.

The communication dv is receiving now is what I have received from day one....even prior to the official Day One. I've been the recipient of written and verbal communication, extra brochures and memos from Nissan which I've posted here.

They've even promised to give me their Z display when the promotion is over.

Perhaps I need to contact Nissan with some positive remarks. Is anyone else pleased with the dealership response?

 

I am in complete accord with Nissan's response and believe they are trying to respond to the firestorm Z fanantics(me too) started a few days ago. I went into the NissanDriven site today and put in my e-mail # address, etc. because they have posted a message that delivery dates will be sent to us when they are available. This is a direct link to us and a good start.

They've made a concilatory move that has merit, now its our turn. They are not guaranteeing 100% satisfaction and we shouldn't expect it This is a unique opportunity and I intend to respond in a positive way and I urge you to do the same.

Boomer--This is the first time in 25 years my wife and I have had only one car to SHARE. I think the Z will be worth all the hassle and inconvenience I am going through now and I plan to sit back and anticipate the pleasure the Z will give me in the near future. I am already planning our first trip. No more negativity for me, period.

 

Who the hell would even consider a PT Cruiser let alone paying a mark up for it, that's gotta be one of the ugliest cars out there not to mention it's a garbage chrysler.

 

__________________
I agree with your comments regarding the Nissan dealers. Your sentiments above are eactly what I have experienced. My dealer in San Antonio knows practically nothing about the car and states that they have yet to get any info on deliveries of the 350s. They know nothing!!! It is impossible to get in contact with the salesman. It takes him a week if not more to get back with me after calling him.

 

Does Nissan have a clue about what the ruckus was over the previous day?

I don't think they do.

Yes, Nissan, thank you for the pre-order program! Kisses and Hugs. Thank you for having the knowledge to realize that if you didn't initiate this program, the majority of your trusted dealers would have taken advantage of all the Z Enthusiasts. Your whole marketing program of getting a Z for under $27K would have fallen flat on it's face. And when your network of dealers still tried to gouge us, you intervened, and politely asked them to comply with your program. Thank you, Nissan, thank you. We have shown our appreciation by buying the car, sight unseen.

You're welcome Nissan.

With that out of the way, the only sentence in that email that addresses the issues that caused this whole recent mess is this:

You are working to resolve them. Glad to hear it. This will undoubtedly improve your customer service capabilities. Maybe you have hired some outside consultant agency to come in and review the current processes, and they can submit their findings to management. And you can review their findings, and then hire another firm to get a second opionion, to verify the results of the first. This is all good.

But this is not why all these people called the other day. I think they just wanted some basic information on our orders.

What is the scheduled delivery for our cars?

Not what day, not what week, not an improved delivery. We just want want other people have received - order numbers and scheduled deliveries. That's why people called. They could not get this information from their dealers.

It's not right that a person who ordered in May has this information, when a person who ordered in January does not.

Resolve this. Resolve this quickly. Make the calls to your dealers DEMANDING that they contact their customers and give them this information. If the dealer doesn't have this info, then get it to them. How long should we wait for you to resolve this small, small problem? I think you can correct it in a week. That is all the people were asking for. And based on committments Nissan made to us as pre-orderers, it's not so much to ask.

 

Tim,

I think it is great that your dealer has treated you so very well. I'm sure the Z display will look awesome in your collection of Z stuff. I think you should definetly write a letter to Nissan, telling them how happy you are with the dealership you are working with. Also, let Nissan know why you bought your car from a dealer across the country (I think it was $10K markups by your local dealer, correct?)

And maybe, just for us that have not been as fortunate as you (I think you received your order number and scheduled delivery back in late May/Early June?) you could attach the list we have compiled of people who also preordered on Day One, who have not received the same from their dealers.

Lots of your forum friends here would appreciate it.

 

Hear, Hear!!!

Great wording there Scaf. I am not one who really cares as of yet when my order gets in but I was one of the last to preorder.

I feel for the rest of you though and think that the dealers need to get a kick in the rear and get the info out to you. Heck, my salesman isn't returning my calls right now.

 

The email from Nissan is well put and makes some very good points. The fact that they are communicating via this website is lot more than some other manufacturers will do.

When I owned my M3, the only interaction that BMW had with one of the better M3 internet forums was to demand that the forum owner remove some technical service bulletins from the website and even threatened legal action if she didn't comply.

In general, I think that Nissan is doing a better job of communicating with the internet car community via ZISME than I have seen from other manufacturers. I expect that we'll get more specific delivery information as the delivery dates draw nearer.