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I import Nissan Serenas from Japan and convert them into camper vans. I have an agent in Japan who carries out my business there on my behalf and is extremely efficient at his job.
There is a safety recall in Japan on the ‘HFC26’ Serena S-Hybrid for failing alternator starter-generators. I have many of these vehicles here and en route subject to this recall.
My agent contacted Nissan Japan; they said they would honour the recall and I should contact Nissan GB. After a few false starts, due to Nissan GB telling me my local dealer was one in England, when I’m in Northern Ireland, then telling me my actual local dealer wasn’t on their system, I eventually got assigned a customer service agent.
Three months later, I’m on my fourth agent. Each has been as equally useless as the last. It seems their only job is to make me feel part of the Nissan family and very much appreciated while having no actual powers to get my situation resolved.
My local dealer has zero customer skills. They have never let me know if any progress has been made (it hasn’t). I got an email to say an appointment had been made to have my vehicles assessed, but when I attended the dealer refused to look at it, saying that they knew nothing about my appointment.