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Discussion Starter · #1 ·
I noticed a few days ago that the bolster on the base of my drivers seat had a small split in it. I know that other owners have had similar issues and it's been sorted under warranty so I gave my local dealer a call.

Happy days! They were very helpful and I popped in this morning so they could take some photos and forward them on to the warranty guys.

The warranty department have declined the claim because there is "evidence of external damage". To say I'm unhappy is an understatement.

I'm hoping that the issue is with the quality of the photos the dealer took. I can imagine they've not come out too well as they were taken on some sort of old Nokia mobile phone so I've escalated the issue to Nissan customer services and am waiting for a callback. I have taken a very clear photo of the damaged area using a decent camera which shows there is no marking/rubbing/anything around the area of the split so hopefully that'll clear things up.

Quite happy really with the service from the dealer so I'm hoping this is just an admin snafu which can be sorted out. Will report back........
 

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Discussion Starter · #2 ·
Was promised a callback today by Nissan customer services, but it hasn't happened.

First rule of customer service - under promise and over deliver, not the other way round ;)

Had I mentioned Nissan want about £500 to sort it out if it's not a warranty job?

Let's see what tomorrow brings.
 

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£500

Any good upholsterer or leather technician would sort it out for £60
Same as leather sofas a bit if invisible mending tape inside then the heat gun over it to stick it together
Job sorted for less then an hours work
 

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Discussion Starter · #4 ·
Thanks for the advice, I completely agree. I know I can get it fixed elsewhere for less but was honestly expecting Nissan to stand by the car - probably rather naive!

Still it's a very entertaining quote, given the price difference between the Tekna with leather and the next trim level down without leather was less than £1000 the price to replace one seat cover seems a tad excessive ;) Guess that's main dealer labour rates for you.
 

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Discussion Starter · #5 ·
No callback from Nissan this morning. Gave them a call early afternoon, I was nice and cheery with them, they were very apologetic and promised a callback in the afternoon. Nothing, zilch, nada.

I'm feeling like one very valued customer at the moment..... not.

Attached is a pic of the split that Nissan's warranty department says "shows evidence of external influence". Buggered if I can spot it. If that were a cut whatever did it would have marked the area around the cut too, but there's absolutely nothing.
 

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Discussion Starter · #6 ·
Finally got my callback on Friday morning, had a chat with the customer service rep but haven't been left feeling very confident.

First they suggested I take the car to another dealer, but then when I said I was under the impression that the decision was taken centrally by Nissan's warranty department they confirmed to me that was true and the dealer has no influence in this situation. So why ask me to visit another dealer when it would just be a waste of my time? :confused:

I explained that contrary to what the warranty people are saying I did believe this was a manufacturing defect as there had been a crease in the seat there from day one which has now split. Also I made the points about there being no evidence of any damage around the split. All the way through I got no feedback as to whether this seemed reasonable or what I could do to help things along, I guess they have to be non-committal though and at least it's been referred back to the warranty department with the picture I posted as supporting evidence.

Let's see what they say, not holding out much hope and am pretty disillusioned with Nissan at the moment, but hopefully will be proved wrong. :(
 

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I would park up outside the dealers with a sign in the window saying don't buy from here, they sell faulty goods and wont fix them, its not a lie, it is a known issue.

Also write to auto express magazine with yours and others pics on here, then write to the manufacturers asking them why they think yours is externally damaged, when it is the same as others that have been warranty repaired. It looks the same as mine did cracked along a crease.

I spoke to my cousins husband who works as a Saddler at Bentley's and he said he was amazed it held together as it was so unbelievably thin.

If you still get no joy write to Nissan UK, saying that you are prepared to get a professional to look at it to do a report, but if their findings show it is a Manufacturing error and not been damaged by you, then they will foot his bill and your expenses.

Ring everyday and ask to bypass the gatekeepers taking the calls and speak to a manager, if they are not available tell them to ring you with in 2 hours then ring back till they do ring you back. Mention that you feel Nissan have Miss-represented the seats as they are not fit for the purpose of sitting on, and you feel they miss-represented themselves by not telling you the leather was artificial by their website or the Sales rep at any time. Just be a right pain it will be fixed asap trust me

He who mithers the most and does not go away, gets sorted before him who waits to be called. I have proven that time and time again.
 

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"evidence of external influence" What evidence? As Benzyl says just keep at them cw
 

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Discussion Starter · #10 ·
Yes I did ask them where the evidence of external influence was, customer services couldn't tell me and just said "that's what the warranty department have said" :rolleyes:

If I'm lucky they'll take a fresh look at the case with an open mind, if I'm not then it'll just get bounced back because they see dozens of cases a day where the customer disputes a warranty claim and there's a mentality in place for cases like that.

We shall see :D
 

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A professional upholster ( with relevent qualifications )normally charges £70 aprox for a report which would stand up in a small claims court
Looks to me like a slit in the leather and not surface damage as they would be scuff marks at the edge of it if it had been cut eternally

You might find cracks on the leather might apear along the grain near the split where there is a weakness in the leather

Slide your hands and finger across the edges and service and tug slightly and you might find another weak spot in the leather

Is it the actuall leather or the leather match which they tend to use on the edges and bolsters
 

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Discussion Starter · #12 ·
:mad:

Well there we go. The answer is no.

The warranty department are "not customer facing" (I'll say!) and Nissan will not provide me with any information as to what in the picture shows that this is not a manufacturing defect.

My point that I have had lots of cars with leather seats, that creases are just part of having them and that none of the seats in my cars has ever split before was accepted. Apparently that doesn't change anything.

Nissan "can't comment" on the evidence I provided of other people having the same problem and won't take that evidence into account, nor will they explain why they got their seats replaced under warranty but I won't.

When I pushed the point further I was told that apparently I should have told a dealer about the crease in the seat when it initially appeared (i.e. the day the car was delivered!). Even though Nissan agree that they wouldn't have actually have considered it a defect or have done anything about it..... :confused:

If Nissan could just supply me with one piece of evidence as to why this isn't a manufacturing defect I would be willing to accept why they refuse to give me the benefit of the doubt, but they can't even do that. All I'm getting is a blank refusal to contemplate the possibility that it could be a manufacturing defect without any evidence as to why.

So my first Nissan will also be my last. I don't have a supplying dealer to badger because it's a lease car but I was looking at a Qashqai when the Juke goes back in September - not any more.

Very, very bad taste left in my mouth and hopefully this will be a cautionary tale to anyone who expects Nissan to stand by their products or even provide any useful feedback in a dispute.
 

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I am sorry to hear this. I can only hope i would get a better result if this happened to mine as it's not a lease car. . . But would they not just replace it with another rubbish seat?
 

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Discussion Starter · #14 ·
Thanks Maramjuke, the fact it was a lease car didn't seem to make any difference, apparently the decision is made centrally and the dealers have no say.

How true that would turn out to be if I turned up at the service department of the supplying dealer making a public fuss...... don't know.

It's not the end of the world, I've got too many other (far more important!) things going on to pursue it any further, but Nissan certainly won't be seeing £500+ from me to replace the seat base. It'll be either a smart repair which should be somewhere between £50 and £100 or if that doesn't work out I'll get a complete seat from a scrappy, already got some quotes around the £250 mark for an entire seat with airbags etc in perfect condition.

Ah well, roll on September. It's silly but this has really soured things with this car for me, every time I get into it I'm annoyed because it reminds me of this saga and I don't have any faith at all that they won't just do the same thing to me if something else fails under warranty :(
 

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I hope the warranty department read this thread. New seats shouldn't split. Fact. Then fobbing off customers is another thing.
Good luck John.
 

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:mad:

Well there we go. The answer is no.

The warranty department are "not customer facing" (I'll say!) and Nissan will not provide me with any information as to what in the picture shows that this is not a manufacturing defec.....
I'm really sorry to read about this issue. It's seems a poor testimony to common sense.

I can understand Nissan wanting to protect themselves from repairs due to 'external damage' or whatever they wish to call it, but the picture looks quite clear to me that the rip follows the edges of the pattern texture.

Seems probable that an external cut or slice would cut across the grain of any grain texturing, but in the photo the rip seems to follow a rough edge along and around the grain. :(

Doesn't bode well
 

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I appreciate this thread has some age to it now, and apologies if you've already posted on this but did you try Trading Standards? There's some useful advice on their site, (see previous link).

As you've already attempted a resolution direct without receiving a reasonable explanation as to why your problem is not covered, and have some good documentation you may well find that they will write to Dealer/Nissan on your behalf to request an investigation, arbitration or something. Especially if its a known issue.

I have found them very helpful in the past
 

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Discussion Starter · #18 ·
Well what a result!

The Juke goes in to Nissan on Friday to get the seat cover replaced. It's all down to Deks from the Juke Owners Group using some of his contacts to get my case looked at again - I'm incredibly greatful to him.

Of course it shouldn't be a case of needing contacts to get something like this sorted out, but in the real world I guess it's always going to be the case that it's just how things are. At the end of the day this has been sorted at no cost to me so I'd call that a result.

Thanks Deks :)
 

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Well done and i hope you like your car again.
Awful that deks had to pull some strings though. Just shows you were right.
 
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