First off, I am glad that the customer has found a solution via the channels initially recommendedIt is very apparent that the customer feels we are in the wrongThere probably is some merit to his frustrations as a result of misinformation and or lack of communication about how the process works from our staffWe will not pretend to be perfect, and this situation has brought to light many questions that we plan to look at in an effort to improveFor that, we thank the customerIt is through these situations that we find ourselves making the most improvementHowever, we do feel that the customer following the roadmap we laid out was the best course of action It was of great concern to Harry Green’s that this customer’s concerns be analyzed and resolvedFurthering education with our staff and our customers on the facts related to process and procedures will, in our opinion, assist in limiting these inconveniencesThat being said, we do our best to not leave a customer behindWe took steps and reached out to [redacted] ensured our representative from Nissan (Via the telephone while we were in a meeting with the representative), that they were involved and helping the customerWith the facts related to this vehicle at their disposal, they were best suited to handle this matterWhen we mention facts, it is in regard to the process and procedures that we are legally bound toIt is part of the Dealer Agreement that all dealers under Nissan’s umbrella present factual information to the warranty claims processing department at NissanSpeculating or favoring a customer would be considered warranty fraudThe representatives at Nissan claims center require certain pertinent informationIn this circumstance, there were more than just opinions readily availableThe facts were in the hands of J [redacted] Those facts were not readily available to Harry Green’s via Nissan’s National DatabaseIf we skip the information gathering step in step of filing for a warranty body/paint claim and send over the information that we have at hand, we would get an inquiry back from Nissan requesting more information and factsWe do not start step (the submission for warranty approval) until we have the information needed in step The customer states that other dealers have access to all of their repair information regardless of where it is performed In a perfect world, under better circumstances and with the everchanging and evolving technological advances, we hope that the customers opinion of a dealership’s ability to access ALL of a customer’s repair information comes to fruitionHowever, at this time that is simply not the caseIn the future, this certainly would enhance customer serviceThat being said, this is a public forumJust like todays many outlets, the Revdex.com provides a great opportunity for customers to present opinions to the Revdex.com and other consumersFrom our perspective, it truly is a great way for Harry Green’s and other dealers to self-assess or educate based on customers opinionsIt puts us in touch with customers whom may or may not have all the detailsMoreover, it connects us with customers who may be upsetSometimes consumers, including myself, have the right logic and understanding but not the fully encompassed education on how certain processes workIn this situation, a lot of issues occurredSome assumptions were expressedNo doubt, better communication could have alleviated this situation Harry Green’s has a certified Nissan warranty administrator whom processes warranty claims via the information provided to them or gathered by themThe relevance of our service department being involved with a body shop warranty claim is non-existentThe two departments share a warranty administratorAgain, the Revdex.com serves a great purpose in alerting businesses of potential problems and allowing us to provide feedback and opportunities to do what we doWe apologize for any inconvenience to the customer and are glad that their issue is being resolvedWe are actively pursuing methods to improve customer service and this will serve as a great lesson in training our staff on how to properly inform a customer of the situations and facts at handUltimately, regardless of the bumps along the way, a resolution has been met and in our opinion, that is our job and responsibilityBeing of any more perceived inconvenience is not our goalThe road map to the repair seems to be well on its way to a successful end result for the customerAt this point in time, we feel a remedy is on its way and there is no need for further Revdex.com communicationsThank you
The customer purchased a vehicle from [redacted] At the time of arrival at Harry Green Nissan for the stated complaints, the vehicle only had approximately milesThat is virtually a brand-new vehicle.We pride ourselves on integrity and doing right by the customersOur estimator and shop foreman reviewed the customer’s vehicle when it came in and they determined that the damages to the rocker panel, lower corner of the passenger door and the rubber seal at the base of the door were not an issue of “paint warranty” by Nissan standardsHowever, they felt that the passenger front door was out of alignment causing the stated complaintsThe customer informed us that the dealer in which they purchased it from had done some minor adjustments at or near the purchase time.In our process researching this vehicle for potential warranty coverages we found that at the time of purchase, or slightly there after the customer had some body work done for misaligned partsAccording to the Nissan National Database, the work was performed with miles on the truck via [redacted] ***d (or a sublet repair facility)The information provided to us via Nissan’s National database does not grant the viewer an in-depth review of the repairs made or the root cause for the initial problemsThat being said, it was the opinion of our shop foreman and estimator that the vehicle either had A) Lot damage, transportation damages, faulty repair work or B) some other unknown occurrence resulting in the misalignment of the doorThese variables present obstacles for Harry Green’s when submitting for claims through NissanIt is our responsibility to represent Nissan and Harry Green’s in a professional manner, within all of Nissan’s policies and procedures for repair.In light of these circumstances, and with the advice of our Nissan Fixed Operation’s representative (whom was involved with the original repair of the vehicle at [redacted] ), we strongly encouraged the customer to seek remedies from [redacted] not only has knowledge of the previous repair but also may know what caused the original misalignmentIn these circumstances, it usually benefits the customer to return to that dealer when possibleBeing that [redacted] is within our local proximity, it was and is beneficial for the customer to return to that dealership.It is our philosophy that if we take care of people, they will take care of usIn this circumstance, we merely are advising the customer to take a route which best represents themThe congruency of issues possibly related to an initial incident presents possible obstacles to the customerBy continuing adjustments at [redacted] the customer would have a streamlined and efficient Nissan representative for not only this repair, but any future obstacles that may result from this plausible single incident.We at Harry Green’s hope that the customer is now in touch with the Nissan representative (whom informed us that he would be reaching out) and that this issue gets resolvedWe respect and understand that issues on consumers vehicles are timely and can be frustratingNissan and Harry Green’s strive to take care of customers and feel that we have provided a strong solution to assist the customer with their issues
First off, I am glad that the customer has found a solution via the channels initially recommendedIt is very apparent that the customer feels we are in the wrongThere probably is some merit to his frustrations as a result of misinformation and or lack of communication about how the process works from our staffWe will not pretend to be perfect, and this situation has brought to light many questions that we plan to look at in an effort to improveFor that, we thank the customerIt is through these situations that we find ourselves making the most improvementHowever, we do feel that the customer following the roadmap we laid out was the best course of action It was of great concern to Harry Green’s that this customer’s concerns be analyzed and resolvedFurthering education with our staff and our customers on the facts related to process and procedures will, in our opinion, assist in limiting these inconveniencesThat being said, we do our best to not leave a customer behindWe took steps and reached out to [redacted] ensured our representative from Nissan (Via the telephone while we were in a meeting with the representative), that they were involved and helping the customerWith the facts related to this vehicle at their disposal, they were best suited to handle this matterWhen we mention facts, it is in regard to the process and procedures that we are legally bound toIt is part of the Dealer Agreement that all dealers under Nissan’s umbrella present factual information to the warranty claims processing department at NissanSpeculating or favoring a customer would be considered warranty fraudThe representatives at Nissan claims center require certain pertinent informationIn this circumstance, there were more than just opinions readily availableThe facts were in the hands of J [redacted] Those facts were not readily available to Harry Green’s via Nissan’s National DatabaseIf we skip the information gathering step in step of filing for a warranty body/paint claim and send over the information that we have at hand, we would get an inquiry back from Nissan requesting more information and factsWe do not start step (the submission for warranty approval) until we have the information needed in step The customer states that other dealers have access to all of their repair information regardless of where it is performed In a perfect world, under better circumstances and with the everchanging and evolving technological advances, we hope that the customers opinion of a dealership’s ability to access ALL of a customer’s repair information comes to fruitionHowever, at this time that is simply not the caseIn the future, this certainly would enhance customer serviceThat being said, this is a public forumJust like todays many outlets, the Revdex.com provides a great opportunity for customers to present opinions to the Revdex.com and other consumersFrom our perspective, it truly is a great way for Harry Green’s and other dealers to self-assess or educate based on customers opinionsIt puts us in touch with customers whom may or may not have all the detailsMoreover, it connects us with customers who may be upsetSometimes consumers, including myself, have the right logic and understanding but not the fully encompassed education on how certain processes workIn this situation, a lot of issues occurredSome assumptions were expressedNo doubt, better communication could have alleviated this situation Harry Green’s has a certified Nissan warranty administrator whom processes warranty claims via the information provided to them or gathered by themThe relevance of our service department being involved with a body shop warranty claim is non-existentThe two departments share a warranty administratorAgain, the Revdex.com serves a great purpose in alerting businesses of potential problems and allowing us to provide feedback and opportunities to do what we doWe apologize for any inconvenience to the customer and are glad that their issue is being resolvedWe are actively pursuing methods to improve customer service and this will serve as a great lesson in training our staff on how to properly inform a customer of the situations and facts at handUltimately, regardless of the bumps along the way, a resolution has been met and in our opinion, that is our job and responsibilityBeing of any more perceived inconvenience is not our goalThe road map to the repair seems to be well on its way to a successful end result for the customerAt this point in time, we feel a remedy is on its way and there is no need for further Revdex.com communicationsThank you
The customer purchased a vehicle from [redacted] At the time of arrival at Harry Green Nissan for the stated complaints, the vehicle only had approximately milesThat is virtually a brand-new vehicle.We pride ourselves on integrity and doing right by the customersOur estimator and shop foreman reviewed the customer’s vehicle when it came in and they determined that the damages to the rocker panel, lower corner of the passenger door and the rubber seal at the base of the door were not an issue of “paint warranty” by Nissan standardsHowever, they felt that the passenger front door was out of alignment causing the stated complaintsThe customer informed us that the dealer in which they purchased it from had done some minor adjustments at or near the purchase time.In our process researching this vehicle for potential warranty coverages we found that at the time of purchase, or slightly there after the customer had some body work done for misaligned partsAccording to the Nissan National Database, the work was performed with miles on the truck via [redacted] ***d (or a sublet repair facility)The information provided to us via Nissan’s National database does not grant the viewer an in-depth review of the repairs made or the root cause for the initial problemsThat being said, it was the opinion of our shop foreman and estimator that the vehicle either had A) Lot damage, transportation damages, faulty repair work or B) some other unknown occurrence resulting in the misalignment of the doorThese variables present obstacles for Harry Green’s when submitting for claims through NissanIt is our responsibility to represent Nissan and Harry Green’s in a professional manner, within all of Nissan’s policies and procedures for repair.In light of these circumstances, and with the advice of our Nissan Fixed Operation’s representative (whom was involved with the original repair of the vehicle at [redacted] ), we strongly encouraged the customer to seek remedies from [redacted] not only has knowledge of the previous repair but also may know what caused the original misalignmentIn these circumstances, it usually benefits the customer to return to that dealer when possibleBeing that [redacted] is within our local proximity, it was and is beneficial for the customer to return to that dealership.It is our philosophy that if we take care of people, they will take care of usIn this circumstance, we merely are advising the customer to take a route which best represents themThe congruency of issues possibly related to an initial incident presents possible obstacles to the customerBy continuing adjustments at [redacted] the customer would have a streamlined and efficient Nissan representative for not only this repair, but any future obstacles that may result from this plausible single incident.We at Harry Green’s hope that the customer is now in touch with the Nissan representative (whom informed us that he would be reaching out) and that this issue gets resolvedWe respect and understand that issues on consumers vehicles are timely and can be frustratingNissan and Harry Green’s strive to take care of customers and feel that we have provided a strong solution to assist the customer with their issues