Short block install gone haywire

Mt Tam I am · 09-28-2010, 12:18 PM

This is my letter to Nissan regarding my short block install. My car still is at dealership nor have I heard a word since last Wednesday.

A bit lengthy, sorry.

NOTES ON NISSAN 370 Z
Oil Consumption and Oil Cooler Issues

I took my car into NorthBay Nissan to have an oil cooler installed (my car was running hot – oil temp was above 260 degrees – and my research told me this is what I needed), only to have Randy Tong (Service Mgr) wisely suggest we do an oil consumption test first (my car had also been burning through oil at an alarming rate).

The test determined failure. I researched and requested a new long block (a brand new engine, built and assembled in Japan, so there would be no issues with oil viscosity breakdown and sludge buildup). But Randy assured me my car’s heads were fine (although he had done no inspection of the heads when he said this), and said only a new short block (like doing a head gasket) was needed. He also said “we do this all the time”.

NOTE: fixing my oil consumption issue was covered under warranty – i.e. no charge to me.

Randy scheduled me with a Master Mechanic on Sept 7th. I made vacation plans around this schedule.

Then Randy called me and moved my start date to Sept 20th instead. To compensate me for inconvenience, he agreed I’d pay MSRP for oil cooler and he’s install it for free (i.e. no labor charge).

I was promised the car would be returned to me in 4 days. I was given a “loaner” (a rental car that Nissan paid for).

On Wed, Sept 22nd Randy called to ask for money to install oil cooler. His justification was that the job would take 8 hours. FYI, Matt (a service rep at NorthBay Nissan) had said it would only take 4 hrs, and another resource I checked – Stillen – said it would take about 2 hours. (2-4 hour quotes are with engine already installed; 8 hours is with engine removed and plenty of room to work – so something doesn’t add up).

Randy also said he needed to remove the fenders to install oil cooler. This makes no sense to me. And he said that my 370 Z engine was not the same as a 350 Z engine, and therefore he actually didn’t know how to do this job or how to assess labor time correctly. (Why is this not listed in Nissan Time Books correctly?) He summed up by saying the car would no longer be ready in 4 days – it would now take a week.

Randy also wondered why I wanted the new oil cooler at all since, according to him, my car has an existing oil cooler. FYI, I would like that existing part after my new oil cooler is installed.

When I reminded Randy I was promised no labor charge for installing oil cooler due to all the inconveniences, he relented and said he’d still do it for free.

NOTE: Matt had said he’d write up oil cooler installation so it would not affect the warranty I purchased from Nissan. But Nissan warranty language said this WOULD affect my warranty. Who’s telling the truth?

And although my car only has less than 3,000 miles on it, the catalytic converters have now had 6 qts of oil over them since I bought the car on May 2 of this year (today is Sept 27). I believe these converters should be replaced.

My confidence in this project has been severely shaken. My car was built in Japan, and now is being reassembled in Petaluma, CA. Plus, after researching so much about my car and these procedures, I feel as though I know more about the issues than Randy does.

I would like to discuss all of the above with Randy, Greg Dexter (owner of NorthBay Nissan), and a Nissan Factory Rep. Several things are just not right here.

spearfish25 · 09-28-2010, 12:40 PM

Sigh. Sorry for your troubles with the dealers.

ChrisSlicks · 09-28-2010, 12:48 PM

The service manager appears to be completely clueless, that is 90% of the problem right there.

kenchan · 09-28-2010, 12:57 PM

is this a subaru dealer?

Red__Zed · 09-28-2010, 01:12 PM

Quote:

Originally Posted by kenchan

is this a subaru dealer?

Mt Tam I am · 09-28-2010, 02:06 PM

SkyZ · 09-28-2010, 10:57 PM

Quote:

Originally Posted by kenchan

is this a subaru dealer?

subaru? i thought he brought it to the suzuki motorcycle dept

Z1804 · 09-28-2010, 11:06 PM

Dude I'm sorry about the poor customer service. I personally would call Nissan Corporate

Trips · 09-28-2010, 11:11 PM

What nice dealer is this?

optiontrader · 09-29-2010, 01:51 AM

It was wrong at the beginning - unless they pinned down the actual cause of oil overheat and consumption, it should have been a long block replacement.

It's been way past 4 days - what's their explanation?

jhp3 · 09-29-2010, 08:02 AM

Sorry for your nightmare. You are right on in documenting all of your problems in a letter to Nissan. I would direct it to the General Manger of the dealership with a copy to the President of Nissan USA,sending both by certified mail, return receipt requested. In your letter, demand that a new engine from Japan be installed in your car (this is what you bought a mere 3000 miles ago) and set a firm deadline for them to get this done. If they refuse or continue to jerk you around, it might be time for you to turn this over to an attorney to make sure you preserve and enforce all of your Magnuson-Moss Federal warranty rights, as well as any state law remedies you may have.

ClemsonWill · 09-29-2010, 11:31 AM

Quote:

Originally Posted by jhp3

Sorry for your nightmare. You are right on in documenting all of your problems in a letter to Nissan. I would direct it to the General Manger of the dealership with a copy to the President of Nissan USA,sending both by certified mail, return receipt requested. In your letter, demand that a new engine from Japan be installed in your car (this is what you bought a mere 3000 miles ago) and set a firm deadline for them to get this done. If they refuse or continue to jerk you around, it might be time for you to turn this over to an attorney to make sure you preserve and enforce all of your Magnuson-Moss Federal warranty rights, as well as any state law remedies you may have.

Document everything!

gillies · 09-29-2010, 05:39 PM

Quote:

Originally Posted by jhp3

Sorry for your nightmare. You are right on in documenting all of your problems in a letter to Nissan. I would direct it to the General Manger of the dealership with a copy to the President of Nissan USA,sending both by certified mail, return receipt requested. In your letter, demand that a new engine from Japan be installed in your car (this is what you bought a mere 3000 miles ago) and set a firm deadline for them to get this done. If they refuse or continue to jerk you around, it might be time for you to turn this over to an attorney to make sure you preserve and enforce all of your Magnuson-Moss Federal warranty rights, as well as any state law remedies you may have.

+2. There are laws that protect you.

Mt Tam I am · 09-29-2010, 10:52 PM

The last time I heard from the dealership was one week ago. Nissan USA called listened, said they would speak to dealership and call back at a prescribed time. Instead they wimped out by leaving a message at a different time, stating "he'd spoken to dealership and got some answers for me but the dealer will call in two days with your car ready." What those answers are I still do not know as six phone calls went unreturned. This is not very helpful nor should it be considered service.

FuszNissan · 09-29-2010, 10:59 PM

I hate Nissan consumer affairs

09-28-2010, 12:18 PM	#1 (permalink)
Mt Tam I am A True Z Fanatic Join Date: Jun 2010 Location: California Posts: 10,709 Drives: 370Z T/S/N 6MT & XKE Rep Power: 3843	Short block install gone haywire This is my letter to Nissan regarding my short block install. My car still is at dealership nor have I heard a word since last Wednesday. A bit lengthy, sorry. NOTES ON NISSAN 370 Z Oil Consumption and Oil Cooler Issues I took my car into NorthBay Nissan to have an oil cooler installed (my car was running hot – oil temp was above 260 degrees – and my research told me this is what I needed), only to have Randy Tong (Service Mgr) wisely suggest we do an oil consumption test first (my car had also been burning through oil at an alarming rate). The test determined failure. I researched and requested a new long block (a brand new engine, built and assembled in Japan, so there would be no issues with oil viscosity breakdown and sludge buildup). But Randy assured me my car’s heads were fine (although he had done no inspection of the heads when he said this), and said only a new short block (like doing a head gasket) was needed. He also said “we do this all the time”. NOTE: fixing my oil consumption issue was covered under warranty – i.e. no charge to me. Randy scheduled me with a Master Mechanic on Sept 7th. I made vacation plans around this schedule. Then Randy called me and moved my start date to Sept 20th instead. To compensate me for inconvenience, he agreed I’d pay MSRP for oil cooler and he’s install it for free (i.e. no labor charge). I was promised the car would be returned to me in 4 days. I was given a “loaner” (a rental car that Nissan paid for). On Wed, Sept 22nd Randy called to ask for money to install oil cooler. His justification was that the job would take 8 hours. FYI, Matt (a service rep at NorthBay Nissan) had said it would only take 4 hrs, and another resource I checked – Stillen – said it would take about 2 hours. (2-4 hour quotes are with engine already installed; 8 hours is with engine removed and plenty of room to work – so something doesn’t add up). Randy also said he needed to remove the fenders to install oil cooler. This makes no sense to me. And he said that my 370 Z engine was not the same as a 350 Z engine, and therefore he actually didn’t know how to do this job or how to assess labor time correctly. (Why is this not listed in Nissan Time Books correctly?) He summed up by saying the car would no longer be ready in 4 days – it would now take a week. Randy also wondered why I wanted the new oil cooler at all since, according to him, my car has an existing oil cooler. FYI, I would like that existing part after my new oil cooler is installed. When I reminded Randy I was promised no labor charge for installing oil cooler due to all the inconveniences, he relented and said he’d still do it for free. NOTE: Matt had said he’d write up oil cooler installation so it would not affect the warranty I purchased from Nissan. But Nissan warranty language said this WOULD affect my warranty. Who’s telling the truth? And although my car only has less than 3,000 miles on it, the catalytic converters have now had 6 qts of oil over them since I bought the car on May 2 of this year (today is Sept 27). I believe these converters should be replaced. My confidence in this project has been severely shaken. My car was built in Japan, and now is being reassembled in Petaluma, CA. Plus, after researching so much about my car and these procedures, I feel as though I know more about the issues than Randy does. I would like to discuss all of the above with Randy, Greg Dexter (owner of NorthBay Nissan), and a Nissan Factory Rep. Several things are just not right here. __________________ "Does the carpet match the drapes? NO!!! I don't date bald women." Nissan Motorsports 34R Oil Cooler. Stillen CBE. Hotchkis Sport Sway Bars. KW Variant 3 Coilover System. Stillen Gen3 CAI. Michelin Pilot Super Sport. Stillen Brake Ducts. Carbotech™ XP10/XP8 Pads. Z1 Front Rotors. Z1 Stainless Brake Lines. Two degrees of camber

09-28-2010, 12:40 PM	#2 (permalink)
spearfish25 A True Z Fanatic Join Date: Mar 2009 Location: Naples, FL Posts: 4,117 Drives: to work Rep Power: 1856	Sigh. Sorry for your troubles with the dealers. __________________ 2013 Cadillac V-Wagon, RIP Z

09-28-2010, 12:48 PM	#3 (permalink)
ChrisSlicks A True Z Fanatic Join Date: Mar 2009 Location: North East Posts: 6,203 Drives: 09 370Z Sport M6 Rep Power: 653	The service manager appears to be completely clueless, that is 90% of the problem right there. __________________ Hotchkis ARB \| Stillen CAI \| Art Pipes \| Berk CBE \| Stillen AP Racing Brakes \| AE Performance Oil Cooler \| BC Racing ER Coilovers \| Doran Control Arms

09-28-2010, 02:06 PM	#6 (permalink)
Mt Tam I am A True Z Fanatic Join Date: Jun 2010 Location: California Posts: 10,709 Drives: 370Z T/S/N 6MT & XKE Rep Power: 3843	__________________ "Does the carpet match the drapes? NO!!! I don't date bald women." Nissan Motorsports 34R Oil Cooler. Stillen CBE. Hotchkis Sport Sway Bars. KW Variant 3 Coilover System. Stillen Gen3 CAI. Michelin Pilot Super Sport. Stillen Brake Ducts. Carbotech™ XP10/XP8 Pads. Z1 Front Rotors. Z1 Stainless Brake Lines. Two degrees of camber

09-28-2010, 11:06 PM	#8 (permalink)
Z1804 Premium Member Join Date: May 2010 Location: GA Posts: 784 Drives: 2009 370Z Sport M6 Rep Power: 16	Dude I'm sorry about the poor customer service. I personally would call Nissan Corporate __________________ Z1804 ------ Z1804 ------ Z1804 ------ ------ Z1804 ------ Z1804 ------ Z1804 Fairlady Z 2011 Calendar Now on Sale!!!

09-28-2010, 12:57 PM	#4 (permalink)
kenchan A True Z Fanatic Join Date: Aug 2009 Location: N/A Posts: 76,801 Drives: N/A Rep Power: 141521	is this a subaru dealer?

09-28-2010, 11:11 PM	#9 (permalink)
Trips Administrator Join Date: May 2009 Location: Disneyland, Ca Posts: 8,732 Drives: 🔰 Rep Power: 10	What nice dealer is this? __________________

09-29-2010, 01:51 AM	#10 (permalink)
optiontrader Track Member Join Date: Jul 2010 Location: Smog Hell, SoCal Posts: 595 Drives: 40th Rep Power: 16	It was wrong at the beginning - unless they pinned down the actual cause of oil overheat and consumption, it should have been a long block replacement. It's been way past 4 days - what's their explanation? __________________ 40th Anniversary Z - 3M Paint Protection Film, CA Legal Tint! (70/40)

09-29-2010, 08:02 AM	#11 (permalink)
jhp3 Base Member Join Date: Apr 2010 Location: Roll Tide, Alabama Posts: 34 Drives: 2010 NISMO (#0193) Rep Power: 15	Sorry for your nightmare. You are right on in documenting all of your problems in a letter to Nissan. I would direct it to the General Manger of the dealership with a copy to the President of Nissan USA,sending both by certified mail, return receipt requested. In your letter, demand that a new engine from Japan be installed in your car (this is what you bought a mere 3000 miles ago) and set a firm deadline for them to get this done. If they refuse or continue to jerk you around, it might be time for you to turn this over to an attorney to make sure you preserve and enforce all of your Magnuson-Moss Federal warranty rights, as well as any state law remedies you may have.

09-29-2010, 10:52 PM	#14 (permalink)
Mt Tam I am A True Z Fanatic Join Date: Jun 2010 Location: California Posts: 10,709 Drives: 370Z T/S/N 6MT & XKE Rep Power: 3843	The last time I heard from the dealership was one week ago. Nissan USA called listened, said they would speak to dealership and call back at a prescribed time. Instead they wimped out by leaving a message at a different time, stating "he'd spoken to dealership and got some answers for me but the dealer will call in two days with your car ready." What those answers are I still do not know as six phone calls went unreturned. This is not very helpful nor should it be considered service. __________________ "Does the carpet match the drapes? NO!!! I don't date bald women." Nissan Motorsports 34R Oil Cooler. Stillen CBE. Hotchkis Sport Sway Bars. KW Variant 3 Coilover System. Stillen Gen3 CAI. Michelin Pilot Super Sport. Stillen Brake Ducts. Carbotech™ XP10/XP8 Pads. Z1 Front Rotors. Z1 Stainless Brake Lines. Two degrees of camber

09-29-2010, 10:59 PM	#15 (permalink)
FuszNissan A True Z Fanatic Join Date: May 2009 Location: St. Louis Posts: 14,275 Drives: Pure Sex Rep Power: 542	I hate Nissan consumer affairs __________________ Mods: Too Many to list! LouFuszNissan ZDAYZ 2012

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