Nissan 370Z Forum - View Single Post

koeppelnissan · 04-18-2015, 05:43 PM

A few weeks ago, customer brings in his 2014 Nismo 370Z (4 months old) for some concerns with alignment and bearings. Mechanic checks out the car, takes it for a spin, somehow loses control and hits a parked car. The damage was substantial and the Z ended up getting totalled. This was at our store.

Obviously the customer was irate, and that is completely understandable.

Today, we finalized the terms of his new Z. He asked me to get him another 2014 (wasn't crazy about the 2015). We have him financing the same amount that he owed, with a much better interest rate, and waiting on the Armytrix Valvetronic exhaust that we threw in as part of the deal. We matched his down payment, didnt charge any extra for the Audio package and ordered the exhaust for the inconvenience.

(complimentary Audio, complimentary Armytrix, and a 4% lower interest rate which saves him $6k in finance charges)

Unfortunately we couldn't fire the mechanic for the accident, but he definitely won't be driving any customer's cars again.

I don't want rumors to start about how we screwed up, so I figured I would post it here on my own. The customer and I both believe that the end result was more than fair, and he picked up his new Nismo today. Just has to wait 3 weeks or so for his exhaust to come in! Thank you Kevin, for allowing us an opportunity to make this right for you!

Yes we definitely screwed up, but we owned up to it and made good on it.

04-18-2015, 05:43 PM	#1 (permalink)
koeppelnissan Supporting Nissan Dealer Join Date: Oct 2009 Location: queens Posts: 859 Drives: 14 6MT Trng Spt Nav Rep Power: 17	dealer crashes customer's Z A few weeks ago, customer brings in his 2014 Nismo 370Z (4 months old) for some concerns with alignment and bearings. Mechanic checks out the car, takes it for a spin, somehow loses control and hits a parked car. The damage was substantial and the Z ended up getting totalled. This was at our store. Obviously the customer was irate, and that is completely understandable. Today, we finalized the terms of his new Z. He asked me to get him another 2014 (wasn't crazy about the 2015). We have him financing the same amount that he owed, with a much better interest rate, and waiting on the Armytrix Valvetronic exhaust that we threw in as part of the deal. We matched his down payment, didnt charge any extra for the Audio package and ordered the exhaust for the inconvenience. (complimentary Audio, complimentary Armytrix, and a 4% lower interest rate which saves him $6k in finance charges) Unfortunately we couldn't fire the mechanic for the accident, but he definitely won't be driving any customer's cars again. I don't want rumors to start about how we screwed up, so I figured I would post it here on my own. The customer and I both believe that the end result was more than fair, and he picked up his new Nismo today. Just has to wait 3 weeks or so for his exhaust to come in! Thank you Kevin, for allowing us an opportunity to make this right for you! Yes we definitely screwed up, but we owned up to it and made good on it.