Last post on Oct 19, 2011 at 5:00 AM
You are in the Infiniti G35
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Infiniti G35, Sedan
#1 of 17 Infiniti Customer Service
Jul 19, 2008 (2:23 am)
Hi Fellow G owners:
Is it me or does Infiniti's customer service absolutely suck?
I'm thinking of selling my car, simply because the customer service is awful and every single dealer in my area (New York City and Northern NJ) are equally poor. The cars seem to have endless electrical and quality control problems, that they simply won't address...
What's the deal? Are there any customer movements afoot to address this issue? Maybe a class action suit or advocacy movement would force Infiniti to behave like the luxury car company is purports to be.
BMW, Lexus, etc....all have outstanding service.
Infiniti should be ashamed of themselves...
#2 of 17 Re: Infiniti Customer Service [sportsfan]
Jul 19, 2008 (1:56 pm)
Why don't you share with us your experiences?
#3 of 17 Re: Infiniti Customer Service [sportsfan]
Jul 21, 2008 (8:29 pm)
This is a very subjective experience....my service from Infiniti has almost always been excellent, and I've had four Infiniti's from NYC-area dealers. Sounds like you got a bad car. If you read the posts in this forum you'll find the vast majority are very happy G-ers!
What kind of issues are you having?
#4 of 17 Re: Infiniti Customer Service [alang4]
Jul 22, 2008 (8:36 am)
You are correct, it is vey subjective. However, after reading several posts about dealers in new jersey, experiencing it firsthand. I conclude there is a problem with Inifiniti vs. other luxury brands......
1. nyc dealer tried to charge me for parts they did not replace. I complained to customer service, they did a piss poor investigation and believed the dealer's lies. i had to fax them the first incorrect invoice three times, before they understood what the dealer tried to do, and that the dealer lied.
2. there is a problem with the air intake (my guess, i'm not sure). what happens is that i get a burning smell in my car anytime i turn on the heat. at one point the heater blew cold air for a few minutes after blowing luke-warm air. i took it to the original dealer i bought it from in new jersey. they said it was the smell of new breaks...INCORRECT. I took it there when the smell was strongest and they still can't get it diagnosed. I can't get a reputable auto mechanic to look at it, because they are concerned they won't get paid, because the car is under the manufacturer's warranty.
3. when they "wash" the car at the dealer, in new jersey, they simply use a wet rag over the perimeter of the car. my car looks worse. i always have to wash it again, myself. AND I've ended up with swirl marks from their "washing".
4. The white plains dealer and the new jersey dealers never have the accessories i want in stock (car cover, touch up paint).
5. The dealer in new jersey continually changes the address associated with my name. this happened four times. I always have them change it back. I've complained to Infiniti about this, to no avail. I guess they find this to be minor. I think something strange is going on.
6. I've asked Infiniti to send a manual to me twice. The first time, I got a response from Nissan and after finally getting someone from the Infiniti division, I still didn't get the requested manual. That was a year ago. I asked again three months ago. Still no manual.
7. You cannot get touch up paint from anywhere except an infiniti dealer. And of course they want a baby fortune for it OR to refer me to one of their "partners" who does body work.
8. I had to replace my air filter after 3k miles.
I know dealers peruse these webpages and post as well. I've read some pretty serious complaints on these strings over the past two years. I'm certain there's more, but they just haven't gotten out yet. I would love to see the buying public fight back. Enough is enough...
Lots of little things, but little things that I never experienced with Lexus. Nor have my family experienced with BMW (of course they charge a fortune) or Cadillac.
#5 of 17 Re: Infiniti Customer Service [pat]
Oct 20, 2008 (1:45 pm)
See my travails with Tustin Infiniti at Edmunds.com Dealer Review. That should answer your question.
#6 of 17 Re: Infiniti Customer Service [sportsfan]
Oct 20, 2008 (1:48 pm)
Lousy service is not limited to New York/New Jersey. Read my horror story at Edmunds.com Dealer Reviews for Tustin Infiniti.
#7 of 17 Re: Infiniti Customer Service [sportsfan]
Oct 20, 2008 (1:51 pm)
Read my horror story at Edmunds.com Dealer Reviews for Tustin Infiniti.
#8 of 17 Re: Infiniti Customer Service [drjwtaylor]
Oct 20, 2008 (3:11 pm)
can you send the link to me. i can't seem to get to it.
#10 of 17 Re: Infiniti Customer Service [pat]
Oct 21, 2008 (9:41 am)
What is difficult to understand is why with so many customers unhappy with customer service both at the dealer and with the corporate office, there isn't a
class action lawsuit against them.
It is reprehensible that an almost $40k car would have so many electrical, mechanical, break and other various problems and they choose to continue such poor service/maintenance for these vehicles.
I would join any class action suit started by a lawyer who is interested in holding Nissan responsible for these various debacles.
Maybe we customers should do fundraising and begin a marketing campaign to let people know what they are in store for if they buy infiniti. I should have bought an Acura.