I think Nissan CS just use the phone and phone the dealer and Nissan UK to keep abreast of what is going on. Certainly on delivery dates they have no more information than the dealers. I suspect in your case the dealer told them they would pay for the repair so they assumed that had happened.
I have only had one.dealing with support when my x trail broke on holiday.they did a good job but they didn't stick to one person to handle the case.my car was fixed near the end of warranty .thanks JFE .
Van hire refunded .
I guess it harder when the problem was not the responsibility of Nissan but the dealers.
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