CUSTOMER 'CARE'? WHAT A JOKE!

Customer care service centers are established for the benefit of consumers. It is a facility provided for those who put in their trust in the company and expect to be assisted when faced with a problem. We too, instilled our trust in the Nissan family, only to be disappointed by their service centers.

It all started when we called to make an appointment to give our car (Nissan Maxima) to the Nissan Service center in the Industrial area on Street 10 this week for a 40,000 kms service.
We called from 8am till 11am only to repeatedly hear the recorded voice message asking us to leave our name and number. We did so, but nobody called back. Finally, we drove down to the service center and approached the attendant at the appointment desk to make an appointment. When we complained to him that we’ve been trying to get in touch with the appointment desk for the past 4 hours and nobody called back, he answered back saying “I was too busy to answer telephone calls”. Some “helpdesk”!
Moving on, we were informed that the service would take FOUR days!! Having lived in Dubai prior to this, a major Nissan Maxima service is completed in 24 hours. After waiting for 40 minutes at the reception for an attendant to pick our car, we finally exited the center.

After the designated 4 days, we call the appointment desk around 11 and are informed that our car is serviced and can be taken away. We reached there around 8.30pm and had to wait for another half an hour till an attendant figured he has to attend to us. He prepares the gate pass and charges us QR 1500 for the service. When we are escorted to the garage from where we are to pick our vehicle, we are confronted with a car dirty beyond recognition. Leave alone washing the car, they did not even bother to even dust it. When we called upon the attendant and enquired as to why the car hadn’t been washed, he answered lamely that the car wash for the center was closed. When we started complaining as to why we were not being given good service, as the car has been with them for four days and we had been informed in the morning about it being ready to pick up, the attendant answered, “It’s not my problem”. Enraged, we took the contact information of the area manager. We called them several times but in vain. Our calls were not being attended to, and they were made within the working hours of the service center. We refused to take the car back in that condition and now have to wait until next week till they can ‘wash’ our car and return it to us.

As we were leaving, we overheard another distressed customer talking the supervisor as to why the service center had called in the morning and informed him that his car was serviced and could be collected, only to reach the center and discover that it hadn’t even been serviced.