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Discussion Starter · #1 ·
Time to vent a little. Bought an 07 new and also got the Nissan "Security+Plus Vehicle Protection Plan - Gold". The car currently has approx 52,000 miles. Took it to the dealership because the passenger seat adjustment mechanism that allows the seat to slide fore and aft stopped working. The seat is locked into a single position.

Just got the call from the service advisor that the top of the line "Gold" Protection plan does not cover the mechanical components. My cost to fix it will be $650. I pull out the book that was mailed to me with all of the particulars of the plan. It has an extensive detailed listing of what is not covered. It does not mention the seat mechanisms as not covered, nor any category of parts related to the seat mechanism. Based on the documentation provided to me, I believe Nissan is attempting to not fulfill their responsibility concerning their extended warranty. Anyone else had an experience with Nissan where they have chosen to not meet their obligation concerning the extended warranty?

So I called the 1-800 Nissan1 number and visited with someone. Am currently awaiting a call, which is suppose to come tomorrow. Meanwhile the car sits at the dealership with a $100 service diagnostic fee waiting for me. I am keeping my fingers crossed that Nissan will do the right thing, but my expectations aren't very high.
 

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you've done the best thing by calling corporate.

if you can, take it to another dealership.
it seems that since the dealerships are reimbursed for the parts and labor thru nissan corporate, that the dealership may feel that they're not gonna get back enough from corporate, so that they might be trying to weasel out of doing the work.

oh, and you shouldn't hafta pay a diagnostic fee for something like that either.
 

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Time to vent a little. Bought an 07 new and also got the Nissan "Security+Plus Vehicle Protection Plan - Gold". The car currently has approx 52,000 miles. Took it to the dealership because the passenger seat adjustment mechanism that allows the seat to slide fore and aft stopped working. The seat is locked into a single position.

Just got the call from the service advisor that the top of the line "Gold" Protection plan does not cover the mechanical components. My cost to fix it will be $650. I pull out the book that was mailed to me with all of the particulars of the plan. It has an extensive detailed listing of what is not covered. It does not mention the seat mechanisms as not covered, nor any category of parts related to the seat mechanism. Based on the documentation provided to me, I believe Nissan is attempting to not fulfill their responsibility concerning their extended warranty. Anyone else had an experience with Nissan where they have chosen to not meet their obligation concerning the extended warranty?

So I called the 1-800 Nissan1 number and visited with someone. Am currently awaiting a call, which is suppose to come tomorrow. Meanwhile the car sits at the dealership with a $100 service diagnostic fee waiting for me. I am keeping my fingers crossed that Nissan will do the right thing, but my expectations aren't very high.
If they can give you the part numbers they are replacing, you can check on this link.
http://www.nissanextendedwarranty.com/docs/NissanWarrantyComponentCoverageChart.pdf

Look at part number 88501. I would suggest when you chat with the rep from Nissan1, you get her/his name and also point out that the problem is part of the seat belt safety adjustment for the seat. If the occupant is to close to the air bag, it is a safety issue and that is covered under warranty. If they are no help, which is what I expect, then talk with the service manager again and indicate if they can code it as a seat belt adjustment defect.

Also check this link too

Nissan Extended Warranty

Only thing I can see that might be causing the problem would be the springs that hold the lever in place when pull up on the front bar.
 

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Discussion Starter · #5 · (Edited)
Thanks for the replies. Here is a brief update:

VinnieVersa, thanks for the detailed information. I haven't had a chance to look at the links you provided.

I have read cover to cover, the booklet supplied with the extended warranty. I consider this document the final say on what is covered or not covered. It has a section (section 8) that lists 19 specific categories of parts NOT covered. The seat hardware or anything related to this type of part, is not mentioned, which means it is covered. What the dealership is saying is, they are looking at a parts list in some type of database that is telling them it is not covered. I do not see how this mystery list supersedes the legal documentation I received with the extended warranty. I have attempted to engage the dealership in this type of dialogue, but they just plead dumb and point to a list on the computer screen.

So I called corporate and got a case number. Received a call from the "Regional Consumer Affairs Specialist". This person was even less helpful. She looked up the part on the same mystery database list and it tells her the part is not covered. My attempts to reason with her based on the actual paperwork I possess fell on deaf ears. I am suppose to receive a call next week from somebody.

Everyone up and down the line is trained to say, NO. At this point, I haven't given up, but if anyone was to ask, I would advise them to NOT buy the "official" Nissan extended warranty. It is not worth the paper it is printed on.

I will update this thread as things evolve or devolve.
 

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Discussion Starter · #6 · (Edited)
It has been a week, so I am providing an update, even though there is little to report.

The phone call from Nissan that was promised to come this week did, twice, while I was in meetings and unable to take the call. The same "Regional Consumer Affairs Specialist" that was assigned to my case, and with whom I had spoken with last week was the one who called me. She left no message other than who she was.

So I have attempted to call this same Regional Consumer Affairs Specialist back using the number she provided along with her extension. After dialing the extension, the call gets cut off, no ringing, just disconnected. No chance to leave a message or anything. I have made six attempts so far with the same results. My return call attempts have been spaced out over two different days at different times of the day. This is not a very user friendly system being operated by Nissan.

The part number that was shown in the repair estimate was 87501-ZW80A ($374.50). The Nissan Warranty coverage chart link provided by VinnieVersa does not show this part. However the coverage chart shows many other seat adjuster parts as being covered. To re-iterate, what is covered or not covered should legally be based on the warranty documents received with the warranty purchase, not a list off of a website somewhere that Nissan can change on a whim anytime they want to.

My expectations of Nissan stepping up to the plate and doing the right thing continue to decline. Their customer service is pitiful so far, based on this experience. I hope I have better news to report with my next update.
 

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Get ahold of attorney if you have access to one. This sounds like a clear breech of contract. With a letter from a attorney, I think they will wake up. Did that with my paint issues. They agreed to finally do the work after getting the letter.
 

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It has been a week, so I am providing an update, even though there is little to report.

The phone call from Nissan that was promised to come this week did, twice, while I was in meetings and unable to take the call. The same "Regional Consumer Affairs Specialist" that was assigned to my case, and with whom I had spoken with last week was the one who called me. She left no message other than who she was.

So I have attempted to call this same Regional Consumer Affairs Specialist back using the number she provided along with her extension. After dialing the extension, the call gets cut off, no ringing, just disconnected. No chance to leave a message or anything. I have made six attempts so far with the same results. My return call attempts have been spaced out over two different days at different times of the day. This is not a very user friendly system being operated by Nissan.

The part number that was shown in the repair estimate was 87501-ZW80A ($374.50). The Nissan Warranty coverage chart link provided by VinnieVersa does not show this part. However the coverage chart shows many other seat adjuster parts as being covered. To re-iterate, what is covered or not covered should legally be based on the warranty documents received with the warranty purchase, not a list off of a website somewhere that Nissan can change on a whim anytime they want to.

My expectations of Nissan stepping up to the plate and doing the right thing continue to decline. Their customer service is pitiful so far, based on this experience. I hope I have better news to report with my next update.
I checked around the net and did a search on Nissan seat adjuster problems and it seems that Nissan has had problems with the Murano 2009. I also called my local dealership and asked them to pull up a PDF file of the part number 87501-ZW80A. They required a VIN number, so I gave them my 2011 HB number and it did not show that part number associated with that model year. . So that was more or less of a dead end. A little further research and I found that indeed Nissan does have a service bulletin on just the exact problem you are having with the seat adjuster. I could not load the pdf file as an attachment. Here is a brief summary NTB10-087
2007-2010 NISSAN VERSA; DRIVER/FRONT PASSENGER SEATBACK DOES NOT RECLINE
The seatback does not recline when operating the driver or front passenger seatback reclining lever on an Applied Vehicle.

2008 Nissan Versa Service Bulletins - Nissanhelp.com



2008 Nissan Versa Service Bulletins - Nissanhelp.com

Maybe you can approach the dealership again and bring this document as proof that there is a problem that they might be able to cover under warranty. Keep us posted I pulled the PDF file but it was too large a file to upload. I copied it to my HD. If you need a copy, email me and I can send you the copy.
 

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I checked around the net and did a search on Nissan seat adjuster problems and it seems that Nissan has had problems with the Murano 2009. I also called my local dealership and asked them to pull up a PDF file of the part number 87501-ZW80A. They required a VIN number, so I gave them my 2011 HB number and it did not show that part number associated with that model year. . So that was more or less of a dead end. A little further research and I found that indeed Nissan does have a service bulletin on just the exact problem you are having with the seat adjuster. I could not load the pdf file as an attachment. Here is a brief summary NTB10-087
2007-2010 NISSAN VERSA; DRIVER/FRONT PASSENGER SEATBACK DOES NOT RECLINE
The seatback does not recline when operating the driver or front passenger seatback reclining lever on an Applied Vehicle.


2008 Nissan Versa Service Bulletins - Nissanhelp.com



2008 Nissan Versa Service Bulletins - Nissanhelp.com

Maybe you can approach the dealership again and bring this document as proof that there is a problem that they might be able to cover under warranty. Keep us posted I pulled the PDF file but it was too large a file to upload. I copied it to my HD. If you need a copy, email me and I can send you the copy.
This is what he originally wrote "Time to vent a little. Bought an 07 new and also got the Nissan "Security+Plus Vehicle Protection Plan - Gold". The car currently has approx 52,000 miles. Took it to the dealership because the passenger seat adjustment mechanism that allows the seat to slide fore and aft stopped working. The seat is locked into a single position." I don't think this is the same problem with this seat.
 

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This is what he originally wrote "Time to vent a little. Bought an 07 new and also got the Nissan "Security+Plus Vehicle Protection Plan - Gold". The car currently has approx 52,000 miles. Took it to the dealership because the passenger seat adjustment mechanism that allows the seat to slide fore and aft stopped working. The seat is locked into a single position." I don't think this is the same problem with this seat.

I wish I could post the service bulletin. Here is a few key points.
NTB10-060 April 22, 2010 My concern is that this is not an isolated issue, if they have a Service Bulletin posted. I believe that Nissan knows they have a problem.

To have a seat not adjust correctly is really a safety issue. Can I expect the seat to stay on the track if God forbid I have an accident? To tell you the truth, I am not thrilled with my first experience with a Nissan product. Maybe I am just reading too much into it, but having my 1/2 block replaced in less than 15,000 miles is not a good way to be introduced into the Nissan family.





2007-2010 VERSA; DRIVER OR PASSENGER SEAT HAS SLIGHT MOVEMENT, OR WILL NOT MOVE FORWARD AND BACKWARD
APPLIED VEHICLE:2007-2010 Versa (C11)
IF YOU CONFIRM:
The driver or front passenger seat exhibits slight side-to-side movement.
AND / OR
The driver or front passenger seat will not move (adjust) forward or backward.
ACTION:
Repair the seat with the Service Kit.
• Use the kit listed in the PARTS INFORMATION section of this bulletin on Page 2.
• For repair procedure, go to the SERVICE PROCEDURE section of this bulletin on Page 4.
Do not replace the seat assembly for this incident, if it should occur.
IMPORTANT: The purpose of ACTION (above) is to give you a quick idea of the work you will be performing. You MUST closely follow the entire SERVICE PROCEDURE (starting on Page 4) as it contains information that is essential to successfully completing this repair.
Nissan Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are properly trained individuals who have the equipment, tools, safety instruction, and know-how to do a job properly and safely. NOTE: If you believe that a described condition may apply to a particular vehicle, DO NOT assume that it does. See your Nissan dealer to determine if this applies to your vehicle.
PARTS INFORMATION
DESCRIPTION PART # QUANTITY ADJUSTER ASSY FRONT SEAT, RH (Service Kit) 87501-ZW80A 1 ADJUSTER ASSY FRONT SEAT, LH (Service Kit) 87502-ZW80A 1 Nissan Silicone Grease 999MP-AB002 (1) (2) (3)
(1) Silicone Grease is available from the Nissan Direct Ship Chemical Care Product Program: Phone 1-800-811-0502, Fax 1-770-218-0148, Website order link via dealer portal www.NNAnet.com, or direct Genuine Nissan Automotive Chemicals
(2) Shop supply. Use as needed.
(3) This is recommended, but an equivalent product can be used.
CLAIMS
 

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Yea i hear ya. Although i like my Versa it wasn't my first choice for a car. I was driving a long distance to work daily and my 98 Sentra that i bought pretty cheap crapped the bed. I needed a car fast and i looked at used cars. Altima's, Camry's etc. but the amount of money a month i would of had to pay for a used car i was better off getting a new car and Nissan was giving a $2000.00 rebate on the Versa. I got the car and yes it's a decent car but i think especially in my area Nissan pretty much sucks for their service. Seems like they try to get out of fixing anything they can even if something is or should be under warranty. I'm having the same engine noises while the car is cold but now that it's not cold i can't reproduce the noise so i'll have to wait for next winter. This will probably be my last new Nissan except of course i win the lottery then i'll get my GT-R :).
 

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Yea i hear ya. Although i like my Versa it wasn't my first choice for a car. I was driving a long distance to work daily and my 98 Sentra that i bought pretty cheap crapped the bed. I needed a car fast and i looked at used cars. Altima's, Camry's etc. but the amount of money a month i would of had to pay for a used car i was better off getting a new car and Nissan was giving a $2000.00 rebate on the Versa. I got the car and yes it's a decent car but i think especially in my area Nissan pretty much sucks for their service. Seems like they try to get out of fixing anything they can even if something is or should be under warranty. I'm having the same engine noises while the car is cold but now that it's not cold i can't reproduce the noise so i'll have to wait for next winter. This will probably be my last new Nissan except of course i win the lottery then i'll get my GT-R :).
Warrior, I am sure that Sooner4x4 will persuade the dealership to have the problem resolved soon. The Versa forum has a versatility of many helpful people like you that can offer suggestions and constructive dialog. The mod suggestions are very helpful here on the forum too.

I do like my Versa for many reasons. The cargo space is largest in its class. I hauled a 26” x 8 foot piece of plywood after removing the passenger head rest and was able to close the hatch. Just hauled a 40 gallon hot water tank from HD. The road handling is just fine, a little soft, but I like that rather than being too squirrely. I looked at the Honda Fit, but the cargo space was tiny and it had 14” tires, plus the price tag was $5K higher. At $4 a gallon for gas and 15,000 miles a year, I am driving the Versa for 2.5 years for free.

Driving habits have changed for the better since when I first started driving. There were no air bags, no seat belts, steel dash boards, bench seats, non collapsible steering wheels, rear wheel drive just to name a few. I've adapted to my 122hp Versa but can say that I survived the 1969 Ford Torino 290hp days.

This URL is not me, but a glimpse of what the hp/weight ratio Ford was offering. ( grin)

 

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Discussion Starter · #13 ·
Another update on the seat adjustment issue

First of all, I appreciate the help provided on this forum, especially the information provided in this thread by VinnieVersa. The information on the service bulletin about the seat adjustment issue will be brought up to the dealership.

It has been an exercise in frustration attempting to communicate with the Nissan Consumer affairs people. On April 2nd, my case was escalated to a higher person within that group. So far we have been playing phone tag, with a supervisor leaving me one message and myself having made five attempts to call over a period of one week.

Last Friday, I received a call from the dealership as a routine follow-up to my recent service experience. I took the time to explain the entire situation with this person who has the title of "Owner Loyalty Manager". The main issue I focused on was the Service Agreement documentation provided to me with the extended warranty. From my reading of this document it is obvious the part should be covered. They asked me to provide a copy of this to them, so I scanned and emailed it to the dealership. Approximately two hours later I received a call from Nissan Consumer Affairs, this time from a different case work (or supervisor) letting me know they are looking into my case further and will be calling me back within three business days.

To date: I have had three phone conversations with Nissan Consumer Affairs. I have made 19 follow-up calls, each time getting no answer or a voice mail to leave a message. I don't leave a message every time. This has been ongoing since the date of my first phone contact on March 22. Given the fact that there is a known issue with the seat adjustment mechanism, this should have been handled in a different manner by Nissan in my opinion. I have been very cordial and pleasant in my dealings with everyone thus far.
 

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Discussion Starter · #14 ·
I have not done attachments to a forum before, so this may or may not work. I scanned the most pertinent parts of the extended warranty document and am attaching as a pdf. I uploaded the file, but it doesn't appear to be attached to this post.

I apologize for the quality of the scan. Section 8 describes the 19 areas not covered by the extended warranty for anyone interested, that knows how to find an uploaded file to this forum.
 

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Discussion Starter · #15 ·
Struck out with Nissan and dealership so far

Dealership: So I waited a few days after emailing them a copy of my service agreement as requested, in order to give them a few days to read it and come to an understanding of my issue. I ended up calling the dealership and was told they could not help me. They did not want to look at the copy of the emailed service agreement, and they did not want to discuss it further.

Nissan: I received a call this morning from "The Supervisor". Adam informed me he had done "a lot of research into my case" and based on the database listing of parts, my parts were not covered. So basically it sounds like his research was looking up the part on the database listing of parts. I asked to speak with his supervisor as I wanted to elevate the case higher, and he said there was no one above him to refer me to.

I asked him if he was familiar with the service agreement book provided to the customer, the document that describes the legal terms of the extended warranty. He said he was familiar with it. I asked him to point out to me what part of the "not covered section" (section 8) describes the parts in question. He said he would not do that, again refering to the database list. He did give me an address that I could write a letter to:

Nissan North America
Consumer Affairs Code P3C
PO Box 685003
Franklin, Tennessee 37068-5003

Nissan customer service is really bad in my opinion, both at the dealership level and corporate. If I didn't think I was correct in my interpretation of the terms in the extended warranty service agreement book, I would not be pursuing this.

My next steps will be to: try a different dealership, and write a letter to the address provided.
 

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Dealership: So I waited a few days after emailing them a copy of my service agreement as requested, in order to give them a few days to read it and come to an understanding of my issue. I ended up calling the dealership and was told they could not help me. They did not want to look at the copy of the emailed service agreement, and they did not want to discuss it further.

Nissan: I received a call this morning from "The Supervisor". Adam informed me he had done "a lot of research into my case" and based on the database listing of parts, my parts were not covered. So basically it sounds like his research was looking up the part on the database listing of parts. I asked to speak with his supervisor as I wanted to elevate the case higher, and he said there was no one above him to refer me to.

I asked him if he was familiar with the service agreement book provided to the customer, the document that describes the legal terms of the extended warranty. He said he was familiar with it. I asked him to point out to me what part of the "not covered section" (section 8) describes the parts in question. He said he would not do that, again refering to the database list. He did give me an address that I could write a letter to:

Nissan North America
Consumer Affairs Code P3C
PO Box 685003
Franklin, Tennessee 37068-5003

Nissan customer service is really bad in my opinion, both at the dealership level and corporate. If I didn't think I was correct in my interpretation of the terms in the extended warranty service agreement book, I would not be pursuing this.

My next steps will be to: try a different dealership, and write a letter to the address provided.

I would agree that the Dealership and Nissan One is not addressing your concerns. I would suggest that you contact the dealership again and ask the Service Manager for the regional service manager name and phone number. ( make sure you have the Service Manger's name too) Keep a list of everyone you talk with and their full names. Request to meet with the Regional Service Manager directly.

The date you accepted the service plan and your contract does not exclude the items the dealership is explaining to you that is now not covered.
Also, start complaint process over again and call Nissan1.

A second Dealership would be also be a good idea.

Also call small claims and ask them if it would be advisable to go through their system

Small Claims
 

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Discussion Starter · #17 ·
Issue resolved with a different dealership

Good news to report:

About a week ago, I contacted another dealership (Bob Howard Nissan), and asked to speak with the service manager. I explained my situation to her and she asked me to bring the car in. The Versa was dropped off the following day, and I recieved a phone call that the seat adjustment mechanism would be covered under warrany, but they had to order the parts.

Took the car in yesterday and the seat was fixed under warranty.

I am happy once again, but this experience leads me to wonder why the other dealership (Hudiburg) and Nissan Consumer affairs messed around and denied warranty repairs for almost two months. Their handling of the case created a very unhappy customer.

On a side note; a few days ago, I received an email from Nissan Consumer Affairs with a questionaire asking about my recent experience with their office. It was a different questionaire than the one you receive after you take a car in. I gave Nissan Consumer Affairs very low ratings on how they handled the case and whenever I could type in text, I informed them if someone at Nissan was really interested in trying to understand the problem they could contact me so I could explain the entire scenerio firsthand. We will see.

Had the outcome with the second dealership been unsatisfactory, I had already planned out my next course of actions:

1. Contact the State of Oklahoma Insurance Commission and file an official complaint. I work across the street from their office. Yes they do regulate extended warranties.
2. Visit with a lawyer, have them review my documents and advise me on small claims action.
3. Write letters to several different folks at Nissan and provide a very detailed account. I spent some time on the internet finding names, titles, and addresses. I may still do this.

While I hope no one else has to go through this same thing, I can't help but wonder how many people hear from Nissan that a part isn't covered under warranty, and just take their word for it. Keep all of your extended warranty paperwork and be familiar with it. Hopefully this thread may be of use to others.
 

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Glad to hear everything worked out! Such a shame the first dealership handled your issue so poorly, but good to know there are other better dealerships also like the second one you went to :) Hope you have many problem free miles ahead of you!
 

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Good news to report:

About a week ago, I contacted another dealership (Bob Howard Nissan), and asked to speak with the service manager. I explained my situation to her and she asked me to bring the car in. The Versa was dropped off the following day, and I recieved a phone call that the seat adjustment mechanism would be covered under warrany, but they had to order the parts.

Took the car in yesterday and the seat was fixed under warranty.

I am happy once again, but this experience leads me to wonder why the other dealership (Hudiburg) and Nissan Consumer affairs messed around and denied warranty repairs for almost two months. Their handling of the case created a very unhappy customer.

On a side note; a few days ago, I received an email from Nissan Consumer Affairs with a questionaire asking about my recent experience with their office. It was a different questionaire than the one you receive after you take a car in. I gave Nissan Consumer Affairs very low ratings on how they handled the case and whenever I could type in text, I informed them if someone at Nissan was really interested in trying to understand the problem they could contact me so I could explain the entire scenerio firsthand. We will see.

Had the outcome with the second dealership been unsatisfactory, I had already planned out my next course of actions:

1. Contact the State of Oklahoma Insurance Commission and file an official complaint. I work across the street from their office. Yes they do regulate extended warranties.
2. Visit with a lawyer, have them review my documents and advise me on small claims action.
3. Write letters to several different folks at Nissan and provide a very detailed account. I spent some time on the internet finding names, titles, and addresses. I may still do this.

While I hope no one else has to go through this same thing, I can't help but wonder how many people hear from Nissan that a part isn't covered under warranty, and just take their word for it. Keep all of your extended warranty paperwork and be familiar with it. Hopefully this thread may be of use to others.
Sooner4x4
Glad to see that Bob Howard Nissan took the time to work with you to resolve the seat warranty. On the other hand, Hudiburg Nissan and Nissan Consumer Affairs seemed to have taken the culture to deny any claims first or multiple times. I use the word “culture” because they seem to look at the (ROR) return on repair from Hudiburg as dealerships make money on warranty repairs. My communication with Nissan Consumer Affairs has been similar to your experience. “Customer” does not seem to be their priority. That is how I felt with my conversations with Nissan1. Might be a good idea to Google Hudiburg and post your experience.

Again, great to see that you had the perseverance and have the warranty completed as it should based on the contract you signed.
 

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Discussion Starter · #20 ·
contacted by Nissan Consumer Affairs

Friday afternoon, after making my last post, I received a call from Nissan Consumer Affairs. Apparently someone reviewed my survey and took notice of my text entries asking someone to contact me.

I explained my stance that the extended warranty as detailed in the warranty paperwork, clearly indicates the parts should have been covered. I expressed my dissatisfaction with the two month ordeal and how my case was originally handled. The Nissan person brought up the issue of the list of covered parts, and I informed her that the service agreement documention governs over a list. And actually, the list of parts covered or not covered is based on an interpretation of the extended warranty paperwork. She asked if I could fax her a copy of my paperwork which I did, and was promised someone would contact me with a followup.

The lady at Nissan Consumer affairs was surprised Bob Howard managed to get the part covered under warranty. More on that later.
 
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