Let me know what you think, gents!
xxx Jones Ferry Rd
Carrboro, NC 27510
December 06, 2009
[To Whom it May Concern]
[Sr. VP of Total Customer Satisfaction]
[Somewhere in California]
C.A. Case #6661255 — Complete Engine Replacement in ’04 Sentra
Greetings. In late 2003 I purchased the first brand-new car of my life. Our family have always been Nissan owners. From the Stanza that lasted us fifteen years, to the brand-new Altima and Murano that my parents have purchased over this past year; we’ve always felt that we could rely on Nissan products to be there when we needed them– especially when money was short.
Not long ago, it became apparent to me that my 2004 Sentra Spec-V was losing almost all of its oil between each 3,000-mile service. Upon some research, it became apparent to me that this was most-likely a well-known issue regarding the catalytic converter, and that it could lead to the need for complete engine replacement.
It is at this point that I took my car to Michael Jordan Nissan in Durham, NC and spoke to service manager Mark Padfield. He informed me that the engine would indeed require replacement, and that there was nothing they could do to help me, short of a $4900.00 full engine replacement. He did, however, recommend I speak to consumer affairs, and that he would do what he could in consulting with them.
A few days ago, Consumer Affairs returned my call, and once again informed me that there was nothing they could do. A mere five years after purchasing a brand new Nissan automobile, I was on my own with a car that I would barely be able to give away, due to its massive defect. The complete destruction of $20,000 in five-years’ time is a difficult pill to swallow, especially at a time when layoffs are happening all around, and steady income could be lost at the drop of a hat.
I realize that Nissan, as a company, is a very reputable organization, and is generally a very good bet for the auto-buyer. I’ve heard excellent things from other Nissan owners, and I’d love to continue supporting the company that I grew up with (My father was even a Datsun/Nissan mechanic in his younger days). Even the mere existence of a “VP of Total Customer Satisfaction” is evidence that Nissan takes these matters seriously, which is why I felt I had to write to you.
You’re no-doubt aware that, according to numerous studies and statistics, it costs 7x as much money to recruit a new customer, as it does to maintain an existing one. As it stands, I am still an “existing Nissan customer”. But this is my last resort. If it truly comes to pass that I am left in the cold with no reliable automobile after a mere five years’ ownership, then I can no longer with good conscience (or good faith) give my patronage to Nissan Corporation.
I am sure you’re aware of just how competitive the market is these days, and of the leaps in hybrid/electric technology being made all around us. I would hope that a customer of my age and purchasing potential (25 year-old computer engineer) would be a commodity that your company cannot afford to lose. (As an aside, I am absolutely ecstatic to test drive the Nissan Leaf when it hits the market in the U.S.).
Thank you for your consideration in this issue
and I greatly anticipate your prompt reply,
P.S. — My VIN # is xxxxxxxxxx and you can reach Michael Jordan Nissan at (919)-489-3800