To whom it may concern,Regarding the customers statement, Northwoods Nissan would like to provide additional information which may yield additional insight into the matter.
Our Service Department has had the opportunity to address the...
concerns previously stated on four separate occasions. The first of which being 02/06/16 with 278 miles accrued on the vehicle. At that time we replaced the driver door mirror garnish to address the paint concern as well as replaced the Nissan emblem which had somehow become loose. During that visit it was brought to our attention that the satellite radio reception seemed "fuzzy" and that the passenger airbag off light had come on three times with someone sitting in the seat. Our diagnostic specialist performed system tests on both the satellite radio system as well as the occupant classification sensor. While no diagnostic trouble codes were stored, which indicates no abnormal operation, our technician performed a Zero Point Reset for the occupant classification sensor. This procedure was performed to insure the sensor is calibrated properly, Our technician could not duplicate any abnormal operation with either the satellite radio or the passenger airbag light at the time of inspection. The owners manual states the following regarding operation of the occupant classification sensor:"Front passenger seat adult occupants who are properly seated and using the seatbelt as outlined in this manual should not cause the passenger air bag to be automatically turned OFF. For small adults it may be turned OFF, however if the occupant takes his/her weight off the seat cushion (for example, by not sitting upright, by sitting on an edge of the seat, or by otherwise being out of position), this could cause the sensor to turn the air bag OFF."
The vehicle was returned to the customer.
The second visit was 03/16/16 with 480 miles on the vehicle. At that time the customer brought to our attention a total of three separate concerns.
1) loud noise while driving. Our technician duplicated the concern and researched the issue utilizing Nissan's technical assistance database. A Technical Service Bulletin was found instructing our technician to instal an insulator to minimize the noise. The noise being an inherent characteristic of an electric power steering system which has been used on the Customer's model of vehicle since model year 2013. We ordered the insulator and rescheduled for installation at a later date.
2) satellite radio always cutting out. Our technician and Service Manager both drove thecustomers vehicle on a 12 mile test drive and duplicated the satellite reception cutting out for a few seconds then coming back. They then drove a 2015 inventory unit on the same route and duplicated the exact same operation and cutting out of the satellite reception. They then test drove a different model inventory unit (a pickup truck) and duplicated identical operation and loss of signal. The technician again tested the satellite/audio system and found all components operating as designed and the system had no diagnostic trouble codes stored in the on-board diagnostic computer. Satellite operation was determined to be operating as designed and identical to another like vehicle. The owner was advised of the owners manual noting "building, terrain, interference from other vehicles or even cellphones can reduce reception of signal." In an effort to make every possible attempt to resolve the matter the Service Manager drove both vehicles again on the same route to make sure both operated in identical manners. A total of 31 miles was driven with no indication of any abnormal operation.
3) Vehicle bucks and kicks while driving. Our technician and Service manager performed a diagnostic check and found no diagnostic trouble codes stored in any on-board diagnostic computer. They test drove the vehicle twice on the above-mentioned routes for a total of 31 miles over the course of two days and never duplicated any abnormal operation and found shift patterns and manner of driving identical to an in stock 2015 vehicle similarly equipped. The vehicle was returned to the customer and assured mechanically there is nothing wrong and there should be no reason to have any reservation driving the vehicle. It having only 480 miles on it at time of service visit, we made every attempt to assure the customer the CVT transmission does have unique characteristics but with time the driving experience may be improved with additional drive time accrued.
The third visit was 04/01/16 with 602 miles on the vehicle. At this time we installed the previously ordered insulator in order to minimize the customers Concern of noise. Our dealership performed this repair asper the Technical Service Bulletin provided to us from the manufacturer. When service department personnel asked the customer about the satellite radio concern, it was at this time the customer informed us that we were to not pursue the satellite reception issue further since it would require lowering the headliner. The customers concern of our technician somehow damaging the headliner led the customer to refuse any additional assistance concerning the satellite radio concern, in spite of numerous assurances that no harn would be done. No other concerns were addressed at this time and no other issues were requested to be pursued further by the customer.
The fourth visit was 04/12/16 with 673 miles on the vehicle. At that time a concern of a non-stop whistle noise heard from inside while driving. Having previously performed the repair as per the TSB we compared the noise to another inventory unit and found the noise from the electronic power steering system to be the same on both vehicles. The power steering system is working as designed and some noise is considered normal with this type of electronic power steering system. No repair needed.
At this point in time the customer spoke directly to the Service Manager and expressed their concerns. It was at that point in time that it was reiterated that we as a dealership cannot randomly replace parts or components on a vehicle without verifying a concern and identifying the part or component that requires replacement due to some sort of manufacturing defect or component failure.With less than 700 miles on the vehicle at this point, we have made numerous attempts to resolve the concerns of the customer but unfortunately unless we are able to duplicate something outside of the normal operation of the vehicle, we cannot make any repair attempt. The Satellite radio reception will be lost at times due to the rural region and surroundings of the area. The airbag light will come on with an adult in the seat for any number of reasons as stated in the owners manual. The power Steering system is not a silent system and there is no repair available to us at the dealership level that we can perform to make it silent.
That being said, Nissan USA has arranged for a Field Technical Specialist to inspect the customers vehicle in order to make every attempt to resolve these concerns. This appointment has been set for 05/25/16.05/09/16
To whom it may concern,Regarding the customers statement, Northwoods Nissan would like to provide additional information which may yield additional insight into the matter.
Our Service Department has had the opportunity to address the...
concerns previously stated on four separate occasions. The first of which being 02/06/16 with 278 miles accrued on the vehicle. At that time we replaced the driver door mirror garnish to address the paint concern as well as replaced the Nissan emblem which had somehow become loose. During that visit it was brought to our attention that the satellite radio reception seemed "fuzzy" and that the passenger airbag off light had come on three times with someone sitting in the seat. Our diagnostic specialist performed system tests on both the satellite radio system as well as the occupant classification sensor. While no diagnostic trouble codes were stored, which indicates no abnormal operation, our technician performed a Zero Point Reset for the occupant classification sensor. This procedure was performed to insure the sensor is calibrated properly, Our technician could not duplicate any abnormal operation with either the satellite radio or the passenger airbag light at the time of inspection. The owners manual states the following regarding operation of the occupant classification sensor:"Front passenger seat adult occupants who are properly seated and using the seatbelt as outlined in this manual should not cause the passenger air bag to be automatically turned OFF. For small adults it may be turned OFF, however if the occupant takes his/her weight off the seat cushion (for example, by not sitting upright, by sitting on an edge of the seat, or by otherwise being out of position), this could cause the sensor to turn the air bag OFF."
The vehicle was returned to the customer.
The second visit was 03/16/16 with 480 miles on the vehicle. At that time the customer brought to our attention a total of three separate concerns.
1) loud noise while driving. Our technician duplicated the concern and researched the issue utilizing Nissan's technical assistance database. A Technical Service Bulletin was found instructing our technician to instal an insulator to minimize the noise. The noise being an inherent characteristic of an electric power steering system which has been used on the Customer's model of vehicle since model year 2013. We ordered the insulator and rescheduled for installation at a later date.
2) satellite radio always cutting out. Our technician and Service Manager both drove thecustomers vehicle on a 12 mile test drive and duplicated the satellite reception cutting out for a few seconds then coming back. They then drove a 2015 inventory unit on the same route and duplicated the exact same operation and cutting out of the satellite reception. They then test drove a different model inventory unit (a pickup truck) and duplicated identical operation and loss of signal. The technician again tested the satellite/audio system and found all components operating as designed and the system had no diagnostic trouble codes stored in the on-board diagnostic computer. Satellite operation was determined to be operating as designed and identical to another like vehicle. The owner was advised of the owners manual noting "building, terrain, interference from other vehicles or even cellphones can reduce reception of signal." In an effort to make every possible attempt to resolve the matter the Service Manager drove both vehicles again on the same route to make sure both operated in identical manners. A total of 31 miles was driven with no indication of any abnormal operation.
3) Vehicle bucks and kicks while driving. Our technician and Service manager performed a diagnostic check and found no diagnostic trouble codes stored in any on-board diagnostic computer. They test drove the vehicle twice on the above-mentioned routes for a total of 31 miles over the course of two days and never duplicated any abnormal operation and found shift patterns and manner of driving identical to an in stock 2015 vehicle similarly equipped. The vehicle was returned to the customer and assured mechanically there is nothing wrong and there should be no reason to have any reservation driving the vehicle. It having only 480 miles on it at time of service visit, we made every attempt to assure the customer the CVT transmission does have unique characteristics but with time the driving experience may be improved with additional drive time accrued.
The third visit was 04/01/16 with 602 miles on the vehicle. At this time we installed the previously ordered insulator in order to minimize the customers Concern of noise. Our dealership performed this repair asper the Technical Service Bulletin provided to us from the manufacturer. When service department personnel asked the customer about the satellite radio concern, it was at this time the customer informed us that we were to not pursue the satellite reception issue further since it would require lowering the headliner. The customers concern of our technician somehow damaging the headliner led the customer to refuse any additional assistance concerning the satellite radio concern, in spite of numerous assurances that no harn would be done. No other concerns were addressed at this time and no other issues were requested to be pursued further by the customer.
The fourth visit was 04/12/16 with 673 miles on the vehicle. At that time a concern of a non-stop whistle noise heard from inside while driving. Having previously performed the repair as per the TSB we compared the noise to another inventory unit and found the noise from the electronic power steering system to be the same on both vehicles. The power steering system is working as designed and some noise is considered normal with this type of electronic power steering system. No repair needed.
At this point in time the customer spoke directly to the Service Manager and expressed their concerns. It was at that point in time that it was reiterated that we as a dealership cannot randomly replace parts or components on a vehicle without verifying a concern and identifying the part or component that requires replacement due to some sort of manufacturing defect or component failure.With less than 700 miles on the vehicle at this point, we have made numerous attempts to resolve the concerns of the customer but unfortunately unless we are able to duplicate something outside of the normal operation of the vehicle, we cannot make any repair attempt. The Satellite radio reception will be lost at times due to the rural region and surroundings of the area. The airbag light will come on with an adult in the seat for any number of reasons as stated in the owners manual. The power Steering system is not a silent system and there is no repair available to us at the dealership level that we can perform to make it silent.
That being said, Nissan USA has arranged for a Field Technical Specialist to inspect the customers vehicle in order to make every attempt to resolve these concerns. This appointment has been set for 05/25/16.05/09/16