Incident With Performance Nissan In Duarte
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Performance Nissan
Performance Nissan
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From: Pasadena/Bay Area
Originally Posted by JDMFairladyZ33
I understand that there may be a pattern by the customer in which a red flag was raised regarding his intentions due to all the free work, but those were and should be case by case bases. The amount of money he has spent in your service department means nothing in this situation. If there was no doubt that you guys messed up his wheel then you should be responsible for returning the car in the exact condition that he left it. One thing has nothing to do with the other. With that said, I understand also from a service point of view. I've worked in the industry and sometimes you smell a rat with all the facts in front of you. Nevertheless IMO Performance Nissan should chalk this up as bad luck for messing up this type of customer's wheel, fix his issue, and then deny him service from here on out. I also agree that him starting this thread with the words sue sue sue was not the best move especially when he has already agreed to the terms with your dealership. Having the TE discontinued in his offset is also bad luck but that burden shouldnt be on the customer by trying to return his car back to him with mismatched wheels. I feel for you Andy in this situation and it's one of those rock and a hard place decisions.
Originally Posted by Andy@Performance
Going over your history of service records, you've spent less than $100 ($96.30 to be exact) while you've been a customer and only have made accusations about damages we've done to your car and even though there was never any concrete proof that prior damages were done by us, we still took care of you.
Reguardless of how much someone spends... $5 or $5,000... They have every right to be treated just as a Customer deserves to be treated...
Last edited by KONVERTER; Aug 17, 2007 at 02:08 PM.
Originally Posted by Andy@Performance
I would NEVER work at WCN nor would I ever want to work with the people there.
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From: Southern California
Originally Posted by Tony@RiversideInfiniti
Dedication to your company (whoever you or they may be) is comendable, but professional opinions should be left out of the public arena IMO...
2nd, sounds more like a personal view, lets not drag companies into this.
Originally Posted by Andy@Performance
But let's also look at the facts of what kind of customer you are to our service department. Going over your history of service records, you've spent less than $100 ($96.30 to be exact)
You make this seem like your only motivation is to work with people who are financial "investments."
btw, you didn't have to jab at him for calling his rims "special edition." Maybe that is what the people told him when they sold him the rims.
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Performance Nissan
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Originally Posted by Tony@RiversideInfiniti
Dedication to your company (whoever you or they may be) is comendable, but professional opinions should be left out of the public arena IMO...
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Performance Nissan
Performance Nissan
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Originally Posted by led
Most people who purchase cars only spend money on routine maintenance. Do you only value the customers who spend thousands modding their cars? You said that George bought his Z from your dealership. Doesn't that count for anything?
You make this seem like your only motivation is to work with people who are financial "investments."
btw, you didn't have to jab at him for calling his rims "special edition." Maybe that is what the people told him when they sold him the rims.
You make this seem like your only motivation is to work with people who are financial "investments."
btw, you didn't have to jab at him for calling his rims "special edition." Maybe that is what the people told him when they sold him the rims.
So basically you are holding his previous service records of where things had to replaced against him?
Seems to me that you just re-enforced what he has been saying.
Performance messed up his wheel and as JDM stated Performance is responsible to restore the vehicle to the condition it was in prior to the incident. If that means YOU have to buy him 2 wheels because they do not make the same off-set anymore, that is what should be done. It does not matter that the other wheel was curbed by him. If the only off-set available is different YOU must fix the problem.
After reading this response I must say again. I would seek legal assistance. Andy's statement IMO would no doubt help George's case.
Seems to me that you just re-enforced what he has been saying.
Performance messed up his wheel and as JDM stated Performance is responsible to restore the vehicle to the condition it was in prior to the incident. If that means YOU have to buy him 2 wheels because they do not make the same off-set anymore, that is what should be done. It does not matter that the other wheel was curbed by him. If the only off-set available is different YOU must fix the problem.
After reading this response I must say again. I would seek legal assistance. Andy's statement IMO would no doubt help George's case.
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Performance Nissan
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Originally Posted by USN HM 350Z
So basically you are holding his previous service records of where things had to replaced against him?
Seems to me that you just re-enforced what he has been saying.
Performance messed up his wheel and as JDM stated Performance is responsible to restore the vehicle to the condition it was in prior to the incident. If that means YOU have to buy him 2 wheels because they do not make the same off-set anymore, that is what should be done. It does not matter that the other wheel was curbed by him. If the only off-set available is different YOU must fix the problem.
After reading this response I must say again. I would seek legal assistance. Andy's statement IMO would no doubt help George's case.
Seems to me that you just re-enforced what he has been saying.
Performance messed up his wheel and as JDM stated Performance is responsible to restore the vehicle to the condition it was in prior to the incident. If that means YOU have to buy him 2 wheels because they do not make the same off-set anymore, that is what should be done. It does not matter that the other wheel was curbed by him. If the only off-set available is different YOU must fix the problem.
After reading this response I must say again. I would seek legal assistance. Andy's statement IMO would no doubt help George's case.
wow..let's all just take it easy and lay off Andy. He already expressed he was trying to help George and he did the best he could... Maybe we dont all agree with how Performance as a whole handled it but....i feel like alot of us are starting to hold andy responsible when he wasnt.
anyhow, its the weekend soon, everyone have a good weekend!
anyhow, its the weekend soon, everyone have a good weekend!
Originally Posted by stylett9
wow..let's all just take it easy and lay off Andy. He already expressed he was trying to help George and he did the best he could... Maybe we dont all agree with how Performance as a whole handled it but....i feel like alot of us are starting to hold andy responsible when he wasnt.
anyhow, its the weekend soon, everyone have a good weekend!
anyhow, its the weekend soon, everyone have a good weekend!
The fact is, Andy took care of the situation. Nuff said.
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From: Rancho Cucamonga, CA
Originally Posted by Andy@Performance
I would NEVER work at WCN nor would I ever want to work with the people there.
Frank Bachman
VP/GenMgr
West Covina Nissan
Originally Posted by JDMFairladyZ33
Being sue happy and impatient is one thing, but it appears in his situation they are giving him the run around. Even if the wheels are not available the communication should.
This is laughable! PN messed up one wheel and is now making the customer pay for the other wheel since old offset is no longer available and so PN will pay for just one. LOL! This is ridiculous. If his wheel design itself was no longer manufactured, would he be asked to buy three wheels himself and PN would foot the bill for one? Same ridiculous logic applies! OP, I am amazed you agreed to this baffling "compromise" in the first place.
I find this atrocious. PN service team needs a refresher course in customer service.
I find this atrocious. PN service team needs a refresher course in customer service.
Last edited by usmanasif; Aug 17, 2007 at 03:48 PM.
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From: Texas
I know Im just a noob here, but it seems, after reading through all this, that you probably should have just stayed out of this situation in the message boards Andy and let your employer deal with it.
Ouch.
Member since 2004 and only now decides to post. . .
Originally Posted by fbachman
Andy, I'm sorry you feel that way about all of us at West Covina Nissan.
Frank Bachman
VP/GenMgr
West Covina Nissan
Frank Bachman
VP/GenMgr
West Covina Nissan
Ouch.Member since 2004 and only now decides to post. . .
Last edited by jason12; Aug 17, 2007 at 04:05 PM.
You guys at Performance should be embarrassed. You destroyed a customers wheel and make him come over $700 out of pocket for a oil change? Can you imagine if every customer who comes in for service has a problem like this. You dealerships make more money on the service end then selling new cars. This thread will definately hurt business and I'm positive this thread will cost performance nissan alot more then $700. Just in the case of the poor guy that you made go through this he wont buy from your company again. That one car sale alone will hurt you. Customer service is the most important part of business. And you guys at performance Obviously forgot that concept. You blew this one and word spreads out fast. I'll make sure to let my family in CA know how this Nissan dealership carrys out business. aND to AVOID THEM LIKE A PLEAGUE. The customers voice is stronger then yours period.
SHAME ON YOU PERFORMANCE.
SHAME ON YOU PERFORMANCE.
Last edited by 350ZV3; Aug 17, 2007 at 04:11 PM.