Initial Business Response /* (1000, 7, 2015/11/18) */
I am sorry for the problem Ms *** is having with her Infiniti FXUnfortunately, much of what she says is trueThe FX did have a problem which caused the dash to bubble on several carsInfiniti recognized it as a manufacturing defect
and sent out a letter to all owners informing them of the possible defect and the actions they would take, including extending the warranty for the dashHowever, as a dealership, we have to adhere to Infiniti's policies with regard to warranty coverage and workIt is true we did not sell or service the vehicle for Ms ***, but even if we had, there would be nothing we could doInfiniti pays warranty claims based on time, in this case, years from the original service dateIt is not up to the individual dealer to determine if a claim will be covered or notIf it fits into the guidelines of Infiniti's policy, it will be coveredAs a dealer, we do not decide what we can cover and what we cannotIt is at times unfortunate, but we are not granted that lee-wayMs *** would find that this would be the case at any Infiniti dealership she went to across the countryIt is not that we do not want to help the customer, Infiniti will not allow us to cover the claim, therefore, we cannot pay for itI am certainly sorry for the inconvenience caused, but I hope Ms *** can understand the distinction between the manufacturer, Infiniti, which issues their warranty coverage, and the Infiniti dealers, which performs the repairs, per the manufacturers directionsI think this is a manufacturer complaint, as we did not fail the customer, we simply could not honor a claim outside of Infiniti's guidelines
Initial Business Response /* (1000, 7, 2015/11/18) */
I am sorry for the problem Ms *** is having with her Infiniti FXUnfortunately, much of what she says is trueThe FX did have a problem which caused the dash to bubble on several carsInfiniti recognized it as a manufacturing defect
and sent out a letter to all owners informing them of the possible defect and the actions they would take, including extending the warranty for the dashHowever, as a dealership, we have to adhere to Infiniti's policies with regard to warranty coverage and workIt is true we did not sell or service the vehicle for Ms ***, but even if we had, there would be nothing we could doInfiniti pays warranty claims based on time, in this case, years from the original service dateIt is not up to the individual dealer to determine if a claim will be covered or notIf it fits into the guidelines of Infiniti's policy, it will be coveredAs a dealer, we do not decide what we can cover and what we cannotIt is at times unfortunate, but we are not granted that lee-wayMs *** would find that this would be the case at any Infiniti dealership she went to across the countryIt is not that we do not want to help the customer, Infiniti will not allow us to cover the claim, therefore, we cannot pay for itI am certainly sorry for the inconvenience caused, but I hope Ms *** can understand the distinction between the manufacturer, Infiniti, which issues their warranty coverage, and the Infiniti dealers, which performs the repairs, per the manufacturers directionsI think this is a manufacturer complaint, as we did not fail the customer, we simply could not honor a claim outside of Infiniti's guidelines