Siam Nissan Horrible Customer Service

[ultramann]

last November my Thai wife dragged me to the Auto Show to look at cars. She had her heart set on a Teana that was offering 0% financing. After negotiating a deal they had us sign a booking form and place 5000 baht as deposit. After not hearing from them for 2 days after the day they promised to call and do the contract formalities, we had to call them and they told us NO cars were available. I had a hunch it might have been cuz I was such a stingy negotiator but we felt if they don't want our business so be it. I told them to charge my credit card back as that's what I placed the deposit with-but NO, that was too difficult. They had to have us fax bank info and the check would take 3-4 weeks to process! almost 6 weeks later and after 12 calls, we got 4750 baht back. They charged us 5% to inconvenience us after they backed out of a signed offer that they also put pen to.

below is my 1st complaint letter:

January 21, 2009

To: Nissan Thailand

I'm writing this letter to officially complain about the treatment I received from one of your dealers here in Thailand.

During the first weekend of the December 2008 auto show, we placed a 5000 baht deposit on a 2008 Nissan Teana. We have copies of all the paperwork that we signed and that the representative from Nissan signed on that day. Subsequently the sales man called us the following Tuesday afternoon and told us that there were no cars available. We felt this was wrong because we had made a commitment and the salesman had gotten approval from his manager. We invested our time and we even went to the trouble to place a deposit on a car that we wanted. However we decided to take the advice of the salesman and just get our deposit returned.

Trying to get the deposit returned turned out to be very very difficult and troublesome. I charged the original 5000 baht deposit on my visa credit card. What should have been a simple charge back to my credit card turned out to become a five-week ordeal; whereby we had to make over 10 phone calls to get our deposit. To make things worse we received back only 4750 baht and were not told of any "charges" that would be deducted from the 5000 baht deposit. I want to be clear, I'm not writing this letter to complain over 250 baht. I am writing this letter because:

Despite giving a commitment and a deposit, and receiving a commitment for a deal on a car, the dealer backed out on his commitment to me.

A simple refund on a credit card charge turned out to become a major ordeal and required lots of time and energy wasted.

The dealer charged me 250 baht to return my deposit after inconveniencing me -- this is what I call horrendous service, and made me very angry.

I now demand that the original deal that was signed at the auto show in 2008 be honored by either the dealer or Nissan Thailand. If this deal is not honored I will be taking this case to the Thailand civil complaint court. Furthermore I'll be writing the Bangkok Post, The Nation newspaper, Thai news channels, and various Internet blogs and sites that specialize in news on Thailand. I trust that I will not have to do any of these things because you will do the right thing.

Sincerely,

XXXX

So afterwards I get a call from someone at Siam Nissan saying how sorry she is I got such mistreatment. She listens to our complaint and promises me a fast resolution this week. today she offers me:

We will honor your prior booking condition but as we have mentioned that Teana 200JK is fully booked at this moment. So we will put you on the waiting list for the first priority of the availability. And we have to make a clear remark that we cannot guarantee the availability.

We would like to ask you to consider Teana 230JS (Black) which we would like to offer a special cash discount 80,000 Baht (5.42%off) to the net price of 1,475,000 Baht with 0%interest rate for 48 months of installation with Nissan Leasing Thailand Co.,Ltd. while the rest of condition written in the booking document no.0062 attached with your email will be the same.

Here's the kicker........on her first offer she is asking us to continue to wait on already sold cars in the hopes that one of the deals will fall through. Also, she can't give us the higher value "white pearl" model we initially dealt for as it's totally out-of stock so effectively IF she can get a lower value model, we get to pay what we would have paid for a higher value white pearl.

Then she offers the upgraded model as an immediate and available alternative but for almost 500,000 baht more than our original deal. BTW, her "special offer" is the same as the list price on the auto show flyer! ROL. What happened to upgrading a customer free if it's your fault you overbooked?

After a lot of getting nowhere fast i asked to speak to her superior. she flatly refused. then I asked if I could get her superiors e-mail addresses. she refused that also. what's with the climate of protection here? Most global companies like Nissan have top management that welcome criticism and want to hear about customer's issues. That's the only way they get better. Anyway, I get another e-mail from a person in sales management and tells me that the offer given to me is fair, and that I have until Friday to accept. I refused but asked him to give me his top brasses contact info. Maybe i get somewhere with a farang. Hope he understands that customer criticism is NOT something that need quashed or kept from top company officers.

So anyone have any suggestions on my next steps? I'm leaning towards picketing Siam Nissan but hate to think of how sweaty I'll get. ;-)

[Crossy]

Buy a Honda

[Mobi]

IMHO a comparable Honda or Toyota would be a much better car. It will be cheaper and more convenient to service and will certainly keep it's resale value much better than a Teana,the value of which will drop like a stone the day after you buy it.

I know you had a binding contract,and you are within your rights to get upset about Nissan's treatment, but come on, TIT, and you were only out of pocket 250 Baht. If they don't have any models available, and they have offered you a good discount on another model, then I reckon it's the best offer you will get in the circumstances in Thailand, and you're probably lucky to get that.

But I reiterate: why would you buy a car off a company that you are pissed off with? Forget it and go for a more popular make, and with all due respect, I doubt your lovely lady knows too much about cars and their residual values.

Or just go crazy and buy a Beamer

[sassienie]

This is Thailand and over here I have learned not to believe what anyone tells me. These days I need a lot of convincing before I enter into any agreements, contracts or part with any money.

OK, you lost 250 baht and endured some inconvenience and messing about, but better to throw the matter into the dustbin of bad experiences and at least you are now well learned if you go to purchase your next vehicle.

You have now published your bad results with this company on Thaivisa and if this convinces even one possible customer from purchasing a car from that dealer, you have achived your goal and lost them money for giving you a hard time.

Edited January 27, 2009 by sassienie

[terrier123]

250 baht lost -- a CHEAP lesson in LOS. Many as good if not better cars with much less depreciation available in this price range. After-sales service in Thailand is also worse than in the west. Have you read about Nissan UK truck gearboxes falling out in the road? Out here we really have to bite the bullet.

[yabaaaa]

last November my Thai wife dragged me to the Auto Show to look at cars. She had her heart set on a Teana that was offering 0% financing. After negotiating a deal they had us sign a booking form and place 5000 baht as deposit. After not hearing from them for 2 days after the day they promised to call and do the contract formalities, we had to call them and they told us NO cars were available. I had a hunch it might have been cuz I was such a stingy negotiator but we felt if they don't want our business so be it. I told them to charge my credit card back as that's what I placed the deposit with-but NO, that was too difficult. They had to have us fax bank info and the check would take 3-4 weeks to process! almost 6 weeks later and after 12 calls, we got 4750 baht back. They charged us 5% to inconvenience us after they backed out of a signed offer that they also put pen to.

below is my 1st complaint letter:

January 21, 2009

To: Nissan Thailand

I'm writing this letter to officially complain about the treatment I received from one of your dealers here in Thailand.

During the first weekend of the December 2008 auto show, we placed a 5000 baht deposit on a 2008 Nissan Teana. We have copies of all the paperwork that we signed and that the representative from Nissan signed on that day. Subsequently the sales man called us the following Tuesday afternoon and told us that there were no cars available. We felt this was wrong because we had made a commitment and the salesman had gotten approval from his manager. We invested our time and we even went to the trouble to place a deposit on a car that we wanted. However we decided to take the advice of the salesman and just get our deposit returned.

Trying to get the deposit returned turned out to be very very difficult and troublesome. I charged the original 5000 baht deposit on my visa credit card. What should have been a simple charge back to my credit card turned out to become a five-week ordeal; whereby we had to make over 10 phone calls to get our deposit. To make things worse we received back only 4750 baht and were not told of any "charges" that would be deducted from the 5000 baht deposit. I want to be clear, I'm not writing this letter to complain over 250 baht. I am writing this letter because:

Despite giving a commitment and a deposit, and receiving a commitment for a deal on a car, the dealer backed out on his commitment to me.

A simple refund on a credit card charge turned out to become a major ordeal and required lots of time and energy wasted.

The dealer charged me 250 baht to return my deposit after inconveniencing me -- this is what I call horrendous service, and made me very angry.

I now demand that the original deal that was signed at the auto show in 2008 be honored by either the dealer or Nissan Thailand. If this deal is not honored I will be taking this case to the Thailand civil complaint court. Furthermore I'll be writing the Bangkok Post, The Nation newspaper, Thai news channels, and various Internet blogs and sites that specialize in news on Thailand. I trust that I will not have to do any of these things because you will do the right thing.

Sincerely,

XXXX

So afterwards I get a call from Khun Puii at Siam Nissan saying how sorry she is I got such mistreatment. She listens to our complaint and promises me a fast resolution this week. today she offers me:

We will honor your prior booking condition but as we have mentioned that Teana 200JK is fully booked at this moment. So we will put you on the waiting list for the first priority of the availability. And we have to make a clear remark that we cannot guarantee the availability.

We would like to ask you to consider Teana 230JS (Black) which we would like to offer a special cash discount 80,000 Baht (5.42%off) to the net price of 1,475,000 Baht with 0%interest rate for 48 months of installation with Nissan Leasing Thailand Co.,Ltd. while the rest of condition written in the booking document no.0062 attached with your email will be the same.

Here's the kicker........on her first offer she is asking us to continue to wait on already sold cars in the hopes that one of the deals will fall through. Also, she can't give us the higher value "white pearl" model we initially dealt for as it's totally out-of stock so effectively IF she can get a lower value model, we get to pay what we would have paid for a higher value white pearl.

Then she offers the upgraded model as an immediate and available alternative but for almost 500,000 baht more than our original deal. BTW, her "special offer" is the same as the list price on the auto show flyer! ROL. What happened to upgrading a customer free if it's your fault you overbooked?

After a lot of getting nowhere fast i asked to speak to her superior. she flatly refused. then I asked if I could get her superiors e-mail addresses. she refused that also. what's with the climate of protection here? Most global companies like Nissan have top management that welcome criticism and want to hear about customer's issues. That's the only way they get better. Anyway, I get another e-mail from a Roger Immel who is VP of Sales and tells me that the offer given to me is fair, and that I have until Friday to accept. I refused but asked him to give me his top brasses contact info. Maybe i get somewhere with a farang. Hope he understands that customer criticism is NOT something that need quashed or kept from top company officers.

So anyone have any suggestions on my next steps? I'm leaning towards picketing Siam Nissan but hate to think of how sweaty I'll get. ;-)

Complain to Nissan Japan I had similar problems with Honda, wrote to Honda Japan ahd them ksising my arse in no time wanting to send the Honda Thailand sales manager round to my condo to personally apologise .

[GungaDin]

They probably have the same directors as Homepro.

[callum06]

I would skip an email to Nissan Thailand and go straight for Nissan Japan, car companies should be falling over themselves to sell you a car....

[soundman]

After-sales service in Thailand is also worse than in the west.

I have to completely disagree.

I have nothing but good things to say about Toyota after sale service. Professional, fast, and very cost competative - even on non-standard service issues, such as replacing a head gasket.

Cannot fault Toyota after sale service in any way.

[Maigo6]

It seems different dealers offer different levels of service, in Pattaya for instance, I have never found the dealers to be that good, but in Khon Kaen the Toyota service is great as it is Loei.

Honda Pattaya don't seem to be so good, Honda in Loei cannot do enough for you.

The new Toyota Dealership in Khon Kaen ( next to BigC )is very very good.

I wanted a test drive in Pattaya of a Fortuner and was told they didn't have one, in Khon Kaen they did have one, in Pattaya there was not the extras being offered like Khon Kaen was offering.

I guess in a place like Pattaya they will sell their cars anyway regardless of service, up-country they may well have to work that little bit harder or give a better service to attract customers.

Poor after sales service in Thailand, not in my experience, although I have heard complaints about Honda Pattaya a few times.

Edited January 28, 2009 by Maigo6

[Mobi]

It seems different dealers offer different levels of service, in Pattaya for instance, I have never found the dealers to be that good, but in Khon Kaen the Toyota service is great as it is Loei.

Honda Pattaya don't seem to be so good, Honda in Loei cannot do enough for you.

The new Toyota Dealership in Khon Kaen ( next to BigC )is very very good.

I wanted a test drive in Pattaya of a Fortuner and was told they didn't have one, in Khon Kaen they did have one, in Pattaya there was not the extras being offered like Khon Kaen was offering.

I guess in a place like Pattaya they will sell their cars anyway regardless of service, up-country they may well have to work that little bit harder or give a better service to attract customers.

Poor after sales service in Thailand, not in my experience, although I have heard complaints about Honda Pattaya a few times.

They are all privately owned franchises, so standards will vary.

Overall, I am very satisfied with after sales service in Thailand, and it is a fraction of the cost that you pay in the UK.

Where in the UK can you deliver a car for service at 8.a.m., without booking, and have it finished, cleaned and ready to go by 10.am?

I have used Ford service in Bangkok and Pattaya, Toyota Service in Pattaya and Chiang Mai, Honda Service in Pattaya,and BMW service in Chon Buri and all have been superior to what I have experienced in the UK.

One Toyota franchise is better than the other in Pattaya ( The one going North), and my wife has had several services on her Jazz in Pattaya and I have no complaints.

As for Toyota service in Chiang Mai - well it was like going into an up market hotel. The girls were beutiful, the free coffee shop had wonderful service, and they fixed my a/c on the spot and cleaned the car for no charge.

I think Thailand have their service priorities right.

Can't comment on Nissan though.

[jayjayjayjay]

Tell us, what's the deal you want! What were the conditions of your "binding contract"? What delivery conditions were there as part of the fine print?

Business is about service AND managing inventory. If they are out of stock then they are OUT of stock until such date it can be manufactured to specification. The only person wrong here is the original sales person, whom recommended you have your deposit returned. You freely admit that having 250 b processing charge is reasonable.........

I work in manufacturing so I understand problems that can arise. You seem to think the Nissan can and should do everything to deliver your a car now. Have they told you when a car will be available? Have they provided a date? You have carefully left out this detail. It would be the normal process to have production and delivery date on file and provide that to the prospective buyer. If you can not accept this, going higher and higher up the tree to annoy people over you one car then I suggest you find a car that does not have to be made specifically to order. In our industry, 120 days delivery is bad, 90 days is good. That means your would have a nive three month wait unless you were willing to take a product available on the shelf. In this case, the Customer Service persons have offered an option, and they are not going to sell at a loss just to make you happy. I dont see why they should, explain that too me! She has possibly spent many frustrating hours getting the special offer re-approved for you, just to be criticised!

Sorry, but I dont see your complaint as being one of real fault in Nissan or their system.

Edited January 28, 2009 by jayjayjayjay

[dave111223]

You should consider yourself very fortunate! It only cost you 250THB to learn you were about to purchase a XXMillion baht nightmare.

Imagine if you realized the customer service sucked when your half way home and the wheels fall off?

[UncleFrank]

The only thing you can do is publicize the experience and tell your friends.

That 250 baht they stole from you will cost them millions.

Good.

On a side note, a friend of mine bought a Toyota at the Motor Show and the salesman sent over a Toyota Pretty to spend the night. Now that's service.

[UncleFrank]

They probably have the same directors as Homepro.

I was going to mention Home Pro in my previous response.

The worst of the worst when it comes to customer service.

Haven't spent a single baht in there for the last few years and suggest you do the same.

[dinthailand]

It seems different dealers offer different levels of service, in Pattaya for instance, I have never found the dealers to be that good, but in Khon Kaen the Toyota service is great as it is Loei.

Honda Pattaya don't seem to be so good, Honda in Loei cannot do enough for you.

The new Toyota Dealership in Khon Kaen ( next to BigC )is very very good.

I wanted a test drive in Pattaya of a Fortuner and was told they didn't have one, in Khon Kaen they did have one, in Pattaya there was not the extras being offered like Khon Kaen was offering.

I guess in a place like Pattaya they will sell their cars anyway regardless of service, up-country they may well have to work that little bit harder or give a better service to attract customers.

Poor after sales service in Thailand, not in my experience, although I have heard complaints about Honda Pattaya a few times.

They are all privately owned franchises, so standards will vary.

Overall, I am very satisfied with after sales service in Thailand, and it is a fraction of the cost that you pay in the UK.

Where in the UK can you deliver a car for service at 8.a.m., without booking, and have it finished, cleaned and ready to go by 10.am?

I have used Ford service in Bangkok and Pattaya, Toyota Service in Pattaya and Chiang Mai, Honda Service in Pattaya,and BMW service in Chon Buri and all have been superior to what I have experienced in the UK.

One Toyota franchise is better than the other in Pattaya ( The one going North), and my wife has had several services on her Jazz in Pattaya and I have no complaints.

As for Toyota service in Chiang Mai - well it was like going into an up market hotel. The girls were beutiful, the free coffee shop had wonderful service, and they fixed my a/c on the spot and cleaned the car for no charge.

I think Thailand have their service priorities right.

Can't comment on Nissan though.

what is the toyota address in chiangmai. mine needs a service

[ultramann]

Tell us, what's the deal you want! What were the conditions of your "binding contract"? What delivery conditions were there as part of the fine print?

Business is about service AND managing inventory. If they are out of stock then they are OUT of stock until such date it can be manufactured to specification. The only person wrong here is the original sales person, whom recommended you have your deposit returned. You freely admit that having 250 b processing charge is reasonable.........

I work in manufacturing so I understand problems that can arise. You seem to think the Nissan can and should do everything to deliver your a car now. Have they told you when a car will be available? Have they provided a date? You have carefully left out this detail. It would be the normal process to have production and delivery date on file and provide that to the prospective buyer. If you can not accept this, going higher and higher up the tree to annoy people over you one car then I suggest you find a car that does not have to be made specifically to order. In our industry, 120 days delivery is bad, 90 days is good. That means your would have a nive three month wait unless you were willing to take a product available on the shelf. In this case, the Customer Service persons have offered an option, and they are not going to sell at a loss just to make you happy. I dont see why they should, explain that too me! She has possibly spent many frustrating hours getting the special offer re-approved for you, just to be criticised!

Sorry, but I dont see your complaint as being one of real fault in Nissan or their system.

You totally ignore that :

by taking my deposit and telling me the deal was done the dealer prevented me from exploring other alternatives. this is called opportunity cost

I NEVER freeely agreed that 250b processing charge is reasonable. Lets see, let me take your deposit, not follow through, make it difficult for you to get your money back, and then charge you 5% for screwing you over....That's FAIR! NOT!

I am also in manufacturing, but that's beside the point here. If an airline overbooks economy class, they will upgrade the customers until all the seats in other classes are full. Siam Nissan is effectively offering me to a) pay economy plus fare IF an economy customer no longer wants their seat

b. pay full fare to upgrade to first class as those seats are available now. This is basically saying, we are NOT going to do anything for you. We overbooked....TOUGH!

BTW Jay? what type of manufacturing did you say you were in? Wouldn't be cars in the Kingdom would it?

Edited January 28, 2009 by ultramann

[GungaDin]

dithailand & others

Please learn how to use the "quote" feature.

The above example by dinthailand, is as bad as it gets!

Edited January 28, 2009 by GungaDin

[eggomaniac]

last November my Thai wife dragged me to the Auto Show to look at cars. She had her heart set on a Teana .....

You have a won a great victory! For only 250B, you can take the ring out of your nose.

[Remember what happens when we don't shop around teeruk?]

[ultramann]

last November my Thai wife dragged me to the Auto Show to look at cars. She had her heart set on a Teana .....

You have a won a great victory! For only 250B, you can take the ring out of your nose.

[Remember what happens when we don't shop around teeruk?]

Ooouuch........The truth really does hurt! Nice one Eggo.

[onnut]

in this climate car dealers should be falling over themselves to sell you a car.

why dont you check out the new accord. its a great motor with good after sales service.

[sbk]

Given that there is only one side heard of this story and the fact that the OP did not hesitate to post people's names and details without asking, I am closing this thread as possibly defamatory and potentially injurious to Thai Visa. Take your complaints the the consumer protection board, the appropriate place for such complaints.

///CLOSED//