You posted in another thread "Your dealership has all the information he needs to at least tell you the month your vehicle is scheduled to be built and the month it is scheduled to be delivered".

You are no doubt aware that many who pre-ordered have not been given this information from their dealer. I understand that you're working on improving this.

But what direction/guidance can you give those who have not received this information? If it is to call 1-800-nissan1 to file a complaint, then please explain how this will result in us getting the information we want/need/deserve? And how you would like us to pose this complaint to the customer service rep, so the complaint can serve as a valuable tool to Nissan?

If all the dealers currently have this information, then I really don't think any of us should have to call the dealer yet one more time, and risk being subjected to the potential frustration of not being given this info.

I think most of us can understand that production scheduling is more complex then first order in/first car out. And I think most of us can live with this situation. But what is painful is to think that your sales chanell (dealers) could have played a role in the delaying of our order. This is not acceptable to us, and surely not acceptable to Nissan. I would think Nissan would be very interested in finding out this information, and to know which of your dealers did not understand the process, and whose actions (or lack of action) had a negative impact on the delivery schedule of our cars. How can we help Nissan in accumulating this info?

You've posted before that the order/tracking numbers do not neccisarily have an affect on when a vehicle is going to be manufactured. By sharing information, we have been able to see that this is widely true. In many cases "S" order numbers have VIN's, and "R" order numbers do not. At same time, I don't think I have seen a T, U, or W order number with a VIN, so I'd imagine these order numbers are in later production cycle. If someone ordered very early one (1/15 through, say, end of Feb), and received a T or higher order number (and therefore a later production cycle), should we assume this is because of production scheduling, or is there a good chance that our dealer errored on our order? Is there a way for us to know, so that we can therefore use your customer service number to lodge a complaint? Again, I would think this information would be valuable to Nissan.

So my basic question is: How do we know when we have a valid complaint regarding the performance of our dealer? Without knowing a little more about the process, I'd imagine your customer service is either going to be fielding many calls that should never have been made, or, not receiving calls when the calls really should have been made. In either situation, the value of the tool is not realized.

 

Dr. Bonz, you have asked a very good question. I followed ZISME's plan of attack regarding per-order information. For the first time during the whole pre-order process NNA Customer Service was 1st rate. The rep found my VIN # within 3 business days. (I say business days because i called on a Friday). With the VIN# in my hands, i decided to see if my dealer would have the #.

I went into the dealership and asked to see my VIN#. I was planning on getting a vanity plate and wanted to submit the info ASAP so i could get the plate. The sales manager says that he will get the VIN# 2 days before the car arrives. And there is no possible way for me to find out what the number is. Well, needless to say i was pissed. I explained to him the website and that everyone else is getting them. To make a long story short, i showed him the VIN#, told him how i went about getting it, and told him to try NNA cutomer service.

Now here is the reall funny part. When the Sales Manager called the "dealer hot-line", the rep said that NNA DOES NOT give out VIN#'s over the phone! HAHAHA..... My dealer can't even use the Customer service hotline!!!!!

So, how do we go about complaining about the whole process?

dan

 

Guys...Scafremon posted this on zcar.com and I responded...I have been traveling on business and then trying to flip the switch on launching the Z, so I have been busy...but I decided to spend today trying to answer posts on the various sites....my fingers are getting tired so please refer to the question over at zcar.com.

Thanks.

 

You see why I set up the poll now.
Hoping someone would acknowledge it.

 

Here is the zcar post ZISME refers to.

Zcar thread

I personally think it is very informative.

As I posted in the Vin Soup thread earlier today, I am going to very soon purge the database of records (people's pre-orders) where I feel think the tracking number is blank simply because that person has not advised their tracking number.

So if you currently do not have a order number/tracking number from your dealer, please let me know so I can put a 'none' in your field, and keep you in the soup. If you have a Vin, don't worry about not having a tracking number.

Just like Trix are for kids, order numbers/tracking numbers are for people without Vins.

 

Author: ZISME (---.proxy.aol.com)
Date: Aug 10, 3:34pm

Dealer has distribution reports that are available to print out at his dealership daily...two examples are KMD3210-R2 - Production Ordering Detail Report and KMD3210-R3 - Customer Orders Report. Both of these reports would tell a Dealer what month vehicles assigned to him are scheduled to be built and what month they are estimated to be delivered. This much information is available for all the pre-orders. Must be understood that these delivery estimates are just that...estimates.

Once a vehicle gets built and loaded on a ship and the ship departs for the U.S. a vin# will show up in our system. Once the vin# shows up, the two (2) reports referenced above update with the vin # and a closer approximation of when the vehicle will arrive. Please understand that vin info is not available until the ship sails and we are going to still be building pre-orders in September, so it will be quite a while before vin info is available for all pre-sell customers. Now the hard part, getting some dealers to look at these reports and communicate the information.

Let me stress that some dealers are communicating with their customers and working the program correctly, others may be hesitant to pass on the info on the reports because it is subject to change and they don't trust the report and still others may for whatever reason not be familiar with the reports. We are communicating to the dealer the importance of calling their customers and will continue to press the issue. I guess if it were me, I would try and visit my dealer in person and inquire. Nissan Consumer Affairs is an avenue to register your complaint, however they are not equipped to handle a situation where you feel your vehicle should have been built before someone else or you think your dealer held your order and didn't fax it in quick enough.

Regarding the other issues in your post.....in order for us to be able to run a pre-sell program where you would be given the opportunity to have us build the car to your specifications, there needed to be ample lead time between the beginning of the program and when the first production order was due to the factory. Our program began in January and the first order to the factory was due in April (to begin to be built in June). So there was a large number of pre-sell orders available for the first production order, however there was only a small number of orders that were available to be built in that production order.

The pre-sell orders left then moved to the next months order, then what was left was moved to the next month, etc. We did the best we could to try and prioritize early orders first, but the orders also had to be distributed fairly across the country. For example we could not fill all west coast orders before east coast orders. I can tell you that we did make sure that pre-sold orders were prioritized before unsold orders.

Other factors come in to play at the factory, but I can not explain how that process works. It is possible and probably did happen that some dealers mistakenly held their orders before faxing them in...I don't know who, if any, and it is not going to change anything to find out. But it wouldn't matter how I explained the process there will always be an exception...just the way things work. I know everyone is not going to be happy about the delivery information they receive, but you will still receive the car you ordered, based on your specifications, within the delivery window we communicated in your confirmation letter.

 

thanks for pasting that..... I really didn't want to go to zcar.

 

I for one will not receive my car within the delivery window of August through October as stated in my confirmation letter.

I do however, have a report no. KMD3210-R3 showing a November'02 delv. date.

I hope I'm alone as I'm not the type to worry about matters out of my control. I remember a saying that went: " Worrying is like a roller coaster ride, it scares the hell out of you and you end back up from where you started". Works for me.

Disappointed? Oh yeah.



Joe

 

Zisme is alot of help, but he can't make up for bad dealers. Mine held my order for about two months before he faxed it. He told me all along that this wouldn't affect delivery, but I ended up with a "T" tracking number. Now he says that it is scheduled to be built September 2nd, but he has no idea when it might be delivered. This sucks. I really want my car.

 

I hear you CaneZMD. When ZISME stated that the first pre-orders were due into the factory in April, I thought of you, as I believe it was your dealer who was under the misguided impression that this meant he didnt have to send his pre-orders into Nissan until April.

That sucks.

And yours is not an isolated case. I wish ZISME had given some more direction on what to do in these cases, but I can also understand that this would not be a very easy topic for him to address right now, in a forum such as this. And it probably will not be addressed in any fashion that allows an improvement with your cars' delivery in any case. But I do not think it should be forgotten. I do not think anyone should just go "Oh well".

I'm already thinking about how we can address these instances with Nissan after they have completed the shipments. When they are evaluating their performance (and their dealers' performances).

I don't think there is much we can do now to right-the-wrongs, but I think we can give Nissan the opportunity to do so later.

 

No tracking or VIN#.

Boomer

 

Obviously, do as you wish, but some of us still have no tracking number yet. I ordered my pre-order near the end of May, and I have never received a confirmation letter (other than the cool cards with specs) from Nissan. NNA is working on why around half of us didn't receive anything yet. They so far say it is because the marketing company they used made a big mistake on most the orders. I am verbally confirmed, but nothing more. I know I am not alone in this.

Trying to be helpful,
Todd

 

Todd,

When I posted the note about purging in this thread, I didn't get as detailed as I did on the soup thread. I am not going to delete your record, because you have now advised me that you are still without a tracking number. I have added a 'none' to your tracking number field, and you will remain in the database.

It is for people such as yourself that I am currently concentrating my efforts. People that are still without a tracking number, and are still participating in the soup. I want Nissan to see the soup, and I want the results to be as accurate as possible. I would hate to have Nissan contact the people in my database to advise them of their tracking numbers, only to have those people tell Nissan that they already have them. A few contacts like that, and Nissan may not pursue the balance of the peoples information.

I quite possibly have people in my database that already have tracking numbers, and just don't visit the forum, or the particular threads anymore. They are in my database from back when we were collecting packet numbers.

Assisting all of us in getting tracking numbers is my goal. I definetly do not want to lose anybody from my database, because the more we have in there, the stronger it is. But at same time, I really want the info to be as current as possible.

So anyone who does not have a tracking number, and if you haven't advised me to put a 'none' in your tracking number field, please do so.

Unfortunately, my websiteis down at the moment. But everyone please check it later, and let me know your latest info.

www.scafremon.com

Thanks,

Jeff

 

April 1 order from Bommarito Nissan in St. Louis. Just an Enthusiasist model in that good old Silverstone (not even mats, guards or plates to complicate the order). I have called my salesperson a total of 3 times, asking for any info, but always the same reply -- "nothing yet, but you'll be the first guy I call when I hear something". My confirmation, like most others, says Aug-Oct delivery window. Guess that means the window's open now and might just stay open to let in a little frost in late October. Here in Missouri it will be just enough time to make a tour of the Ozarks fall colors, then head for winter storage. Then, just maybe, I'll chance a zip-in-the-Z down to Alabama in February for some golf. Not much useful Z time for a $28,888.00 purchase (this year), I'm afraid. But please keep me in the soup, just in case.

 

Please bear in mind this is an estimate....and you won't know if you have shattered the delivery window until it shows up.

 

Scaf-

I haven't participated in the soup. But I thought I would throw in some info regarding my preorder that is similar to CaneZMD.

I FedEx'd my order to my dealer on 1/17. But, like Cane's dealer, he thought he couldn't fax it in until later. They didn't actually fax it in until 5/29. Of course, all but 2 people at the dealership were recently fired or quit. Fortunately, 1 of those 2 had the presence of mine to gather up all the 350Z pre-order info from the different salesmen before they left. He contacted me and let me know that my car is scheduled for a Aug build October delivery.

I am not really as frustrated as others. I never assumed that the build date would be associated with preorder date in the first place. I would have been very happy with a earlier delivery, but had told myself that it was going to be November anyway. That way if it showed up sooner, it was better than I expected.

JD

 

I ordered Jan.12...still no tracking or VIN!!! The sales manager at my dealership has been on vacation for ten days...and there is nobody else at the dealership that can help me...unreal. I have to sell my current car, and arrange my finances before my car arrives...which is??????? I know they're going to call me up and say, "your car is here, ready to pick it up?" Of course, I won't be.