I think you should call the infiniti Canada to file a formal complain. And show them that your messages have been posted on the InfinitiScene and G37driver website to have them escalated the issues.
Ericksen Infiniti Edmonton screwing me.
- Thread starter shumby
- Start date
Well suprise surprise. I get up to come on shift and there is no e-mail from Ericksen about the work that is to be done on my car. I now have contacted go auto group and sent them the e-mail I sent to Brad the ex GM and infiniti canada. They call the house and left a voice message for Melissa or my self to call them. ( i get my voice mails e-mail to me ) So will wait to talk to my wife tomorrow and get her to give them a call as they are cracking down on international phone calls out here on the rig. (everyone trying to cut costs lately)
---------- Post added at 01:37 AM ---------- Previous post was at 01:35 AM ----------
This issue has been raised with infiniti canada. And I have supplied them with the 5 infiniti formes I have posted this on. I got a reply that tfrom them that the dealer is indipendant and there is not too muck they can do. we will see what the go auto group has to say when the wife calls.
---------- Post added at 10:49 AM ---------- Previous post was at 01:37 AM ----------
OK well the wife just told me that the service dept. told here that Ericksons lawers are looking at this thread for slandering them online. So to the lawyers out there please feel free to read all the posts. I have only stated facts and e-mails that were sent and received. And maybe workers at erickson should get their facts streight before implimenting my wife in these on line posts. As she has not posted anything on here.
I state facts and corespondance to share my experiance with others. If this is resolved then I will say so online and Erickson will once again have me saying there praises as I have in the past.
As seen here in this thread.
http://myg37.com/forums/canada/18621...initi-ftw.html
I feel sorry that they are treating a customer that once loved the service he received from them, this way. I hope they get it right this time and we can put it behind us. But only time will tell.
---------- Post added at 01:37 AM ---------- Previous post was at 01:35 AM ----------
This issue has been raised with infiniti canada. And I have supplied them with the 5 infiniti formes I have posted this on. I got a reply that tfrom them that the dealer is indipendant and there is not too muck they can do. we will see what the go auto group has to say when the wife calls.
---------- Post added at 10:49 AM ---------- Previous post was at 01:37 AM ----------
OK well the wife just told me that the service dept. told here that Ericksons lawers are looking at this thread for slandering them online. So to the lawyers out there please feel free to read all the posts. I have only stated facts and e-mails that were sent and received. And maybe workers at erickson should get their facts streight before implimenting my wife in these on line posts. As she has not posted anything on here.
I state facts and corespondance to share my experiance with others. If this is resolved then I will say so online and Erickson will once again have me saying there praises as I have in the past.
As seen here in this thread.
http://myg37.com/forums/canada/18621...initi-ftw.html
I feel sorry that they are treating a customer that once loved the service he received from them, this way. I hope they get it right this time and we can put it behind us. But only time will tell.
- Car
- 2010 White FX50S-sold
- Name
- Wayne
If this is the way Erickson Infiniti provides a customer with "The Infiniti Experience" , then this is the last place I would purchase a vehicle.
I have never had a Dealer treat me like that. I know my Infiniti Dealer has been great with me, that's why I am on my 3rd Infiniti with them.
I have never had a Dealer treat me like that. I know my Infiniti Dealer has been great with me, that's why I am on my 3rd Infiniti with them.
Well i just sent these 2 e-mails off to go auto group and infiniti canada. Because I still have not received the work that is to be donne in writing.
RE:
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 22, 2009 1
28 AM
To: information.centre@nissancanada.com
Dawn;
Well I think i need infiniti Canadas help with this issue as it is a warrenty issue. My wife has dropped th etruck off. They did not supply the work that was to be done in writing as they had promised and they also have had their service writer threaten her with a law suit. I need to get this work that is to be done in writing. I feel that this is the only way I will know the work will be done correctly. As this is a warrenty issue I hope that you might be able to help me with this. I love infiniti cars and in the last 2 years have bought 3 of them worth close to 200K. I grew up on datsun and nissan cars. I don't want this experiance to turn me away from infiniti as Ericksen is the only dealer in my area. I have contacted go Auto group the parent company of Ericksen and am also awaiting a reply from them. I believe I have already sent you a link to the on-line formes where i posted about this issue. If you do not have them let me know and I will forward them too you. I have said nothing wrong I am just sharing my experiances with the dealer and have made no judgemets and given Ericksen every oportunity to make this right. I feel they are trying to use scare tactics on my wife to get her to stop forcing the issue of getting the work to be done in writing. However I have no idea why? my request to ask for this is not unreasonable in my opinion.
Regards;
Stephen Humby
--------------------------------------------------------------------------------
Subject: RE:
Date: Fri, 10 Jul 2009 09:09:34 -0400
From: information.centre@nissancanada.com
To: stephenhumby@hotmail.com
We wish to acknowledge your recent email communication addressed to Infiniti.
Infiniti and its dealerships value customer feedback, as this helps in our continual striving to improve upon our products and services. We are sorry to learn of your complaint and of the circumstances that you described.
We have documented your concerns with Dwayne and service you have received at Ericksen Infiniti regarding the paint issues you have experienced with your 2009 Infiniti FX50. As our dealerships are independently owned businesses, we cannot directly intervene in your customer service concerns. We would recommend speaking with the General Manager at Ericksen Infiniti if you continue to have issues in respect to resolving this issue.
Please be assured that your satisfaction is vitally important to us, and we will continue to meet our customer commitment by honouring all the terms and conditions set forth in your vehicle’s warranty. We invite you to contact us directly at 1-800-361-4792 should you wish further discussion, or at information.centre@infiniticanada.com.
Yours very truly,
Dawn Tuplin
Consumer Relations Representative
Nissan Canada Inc.
To Dell(i think);
My wife received your phone call And had left you a voice mail to contact me via e-mail. She is finding this situation stressful. Right now all I am asking for from the dealer is to have the work that will be done on my car in writing. They have assured my wife that they would e-mail me this info and they have not. Not only that but now my wife tells me that the service writer has threated her with a lawsuit from your lawyers. I hope this is not the route you want to take this issue but if that is the case I am fully prepared to deal with it that way. I will be sending a copy of this e-mail along to infiniti canada as well as this paint issue is a warrenty issue and I hope they might also be able to help me with it. Please let me know your thoughts on this via e-mail as I have no phone access on the rig.
I have also asked my wife to call the service dept and tell them to stop all work on the FX until i get this in writing.
RE:
From: Stephen Humby (stephenhumby@hotmail.com)
Sent: July 22, 2009 1
28 AM To: information.centre@nissancanada.com
Dawn;
Well I think i need infiniti Canadas help with this issue as it is a warrenty issue. My wife has dropped th etruck off. They did not supply the work that was to be done in writing as they had promised and they also have had their service writer threaten her with a law suit. I need to get this work that is to be done in writing. I feel that this is the only way I will know the work will be done correctly. As this is a warrenty issue I hope that you might be able to help me with this. I love infiniti cars and in the last 2 years have bought 3 of them worth close to 200K. I grew up on datsun and nissan cars. I don't want this experiance to turn me away from infiniti as Ericksen is the only dealer in my area. I have contacted go Auto group the parent company of Ericksen and am also awaiting a reply from them. I believe I have already sent you a link to the on-line formes where i posted about this issue. If you do not have them let me know and I will forward them too you. I have said nothing wrong I am just sharing my experiances with the dealer and have made no judgemets and given Ericksen every oportunity to make this right. I feel they are trying to use scare tactics on my wife to get her to stop forcing the issue of getting the work to be done in writing. However I have no idea why? my request to ask for this is not unreasonable in my opinion.
Regards;
Stephen Humby
--------------------------------------------------------------------------------
Subject: RE:
Date: Fri, 10 Jul 2009 09:09:34 -0400
From: information.centre@nissancanada.com
To: stephenhumby@hotmail.com
We wish to acknowledge your recent email communication addressed to Infiniti.
Infiniti and its dealerships value customer feedback, as this helps in our continual striving to improve upon our products and services. We are sorry to learn of your complaint and of the circumstances that you described.
We have documented your concerns with Dwayne and service you have received at Ericksen Infiniti regarding the paint issues you have experienced with your 2009 Infiniti FX50. As our dealerships are independently owned businesses, we cannot directly intervene in your customer service concerns. We would recommend speaking with the General Manager at Ericksen Infiniti if you continue to have issues in respect to resolving this issue.
Please be assured that your satisfaction is vitally important to us, and we will continue to meet our customer commitment by honouring all the terms and conditions set forth in your vehicle’s warranty. We invite you to contact us directly at 1-800-361-4792 should you wish further discussion, or at information.centre@infiniticanada.com.
Yours very truly,
Dawn Tuplin
Consumer Relations Representative
Nissan Canada Inc.
To Dell(i think);
My wife received your phone call And had left you a voice mail to contact me via e-mail. She is finding this situation stressful. Right now all I am asking for from the dealer is to have the work that will be done on my car in writing. They have assured my wife that they would e-mail me this info and they have not. Not only that but now my wife tells me that the service writer has threated her with a lawsuit from your lawyers. I hope this is not the route you want to take this issue but if that is the case I am fully prepared to deal with it that way. I will be sending a copy of this e-mail along to infiniti canada as well as this paint issue is a warrenty issue and I hope they might also be able to help me with it. Please let me know your thoughts on this via e-mail as I have no phone access on the rig.
I have also asked my wife to call the service dept and tell them to stop all work on the FX until i get this in writing.
Attachments
The e-mail from Infiniti Canada contradicts itself:
"As our dealerships are independently owned businesses, we cannot directly intervene in your customer service concerns."
"Please be assured that your satisfaction is vitally important to us, and we will continue to meet our customer commitment by honouring all the terms and conditions set forth in your vehicle’s warranty."
How does it work if they 'cannot intervene' but still intend to 'honouring all the terms and conditions set forth in your vehicle's warranty"?
I think you have been far too reasonable, and should file suit directly naming all entity's involved including Infiniti Canada, Ericksen Infiniti, and anyone else. Have a lawyer go over the contracts including the warranty and initial sales information. Any competent lawyer would have an absolute field day with this.
"As our dealerships are independently owned businesses, we cannot directly intervene in your customer service concerns."
"Please be assured that your satisfaction is vitally important to us, and we will continue to meet our customer commitment by honouring all the terms and conditions set forth in your vehicle’s warranty."
How does it work if they 'cannot intervene' but still intend to 'honouring all the terms and conditions set forth in your vehicle's warranty"?
I think you have been far too reasonable, and should file suit directly naming all entity's involved including Infiniti Canada, Ericksen Infiniti, and anyone else. Have a lawyer go over the contracts including the warranty and initial sales information. Any competent lawyer would have an absolute field day with this.
Well finally some people that are reasonable and plesent to deal with. Below are the e-mails I got from infiniti canada and go auto(own ericksen infiniti.) and my replies to them.
Hi Stephen,
I will gladly try to call your wife again today. When she returned the phone call I was in the hospital. I will definitely look into what has taken place and can assure you that there has been no discussion or clearance from me for any legal action. We need to find a solution for this situation that will make you happy. I will be checking in to what is going on and get back to you.
Sincerely,
Del BouckVice President, Fixed Operations Go Auto
HEy Del;
Hope you are healthy nere good to hear someone is in the hospital. Basically After gettng a bit of a run around with the first attempt to fix the paint issue. and some rather nasty e-mails from the service manager, I just want the work that is going to be done to fix this in writing. And they are simply not doing this. As I am in Russia and the wife is finding this a bit to stressful to deal with I resorted to the internet to share my experiance. I really just want the work to be done in writing and maybe an appology from Dwayne to my wife. I don't care about me I got big sholders. My wife has called the service depart ment to day but only got voice mail and requesed that the work on the FX stop until i get it in writing. Any help you could be would be great. Not trying to be unreasonable but just trying to cover my but this time.
thanks again;
Stephen Humby
Dear Mr. Humby:
I have spoken briefly with your wife today for further details about the vehicle’s drop off on Monday and what she has been advised by the dealership. We wanted to inform you that we will be reviewing your situation with the dealership and plan to update you once more information is available.
Should you have any questions in the interim, please feel free to send me an email as I will be taking care of your file. Thank you for your update, we are committed to your satisfaction and look forward to a resolution shortly.
Yours very truly,
Dawn Tuplin
Consumer Relations Representative
Nissan Canada Inc.
Dawn;
Thanks for looking into this for me. Wife said you were very good to deal with on the phone. I got Melissa to call Ericksen and ask that all work on the FX be stoped until i get the work in writing. After the first time and the service manager saying I was calling their body shop guy a lier, i figured it best that I get this in writing this time so there would be no confusion. Looking forward to your e-mail and hope you can help a bit. Too bad Ericksen is the only Infniti dealer in Edmonton. Because after looking on line I am not the only one with bad dealing with them. Glad Infiniti deals well with their customers even if the dealer does not.
Regards;
Stephen Humby
Will see where it goes from here
Hi Stephen,
I will gladly try to call your wife again today. When she returned the phone call I was in the hospital. I will definitely look into what has taken place and can assure you that there has been no discussion or clearance from me for any legal action. We need to find a solution for this situation that will make you happy. I will be checking in to what is going on and get back to you.
Sincerely,
Del BouckVice President, Fixed Operations Go Auto
HEy Del;
Hope you are healthy nere good to hear someone is in the hospital. Basically After gettng a bit of a run around with the first attempt to fix the paint issue. and some rather nasty e-mails from the service manager, I just want the work that is going to be done to fix this in writing. And they are simply not doing this. As I am in Russia and the wife is finding this a bit to stressful to deal with I resorted to the internet to share my experiance. I really just want the work to be done in writing and maybe an appology from Dwayne to my wife. I don't care about me I got big sholders. My wife has called the service depart ment to day but only got voice mail and requesed that the work on the FX stop until i get it in writing. Any help you could be would be great. Not trying to be unreasonable but just trying to cover my but this time.
thanks again;
Stephen Humby
Dear Mr. Humby:
I have spoken briefly with your wife today for further details about the vehicle’s drop off on Monday and what she has been advised by the dealership. We wanted to inform you that we will be reviewing your situation with the dealership and plan to update you once more information is available.
Should you have any questions in the interim, please feel free to send me an email as I will be taking care of your file. Thank you for your update, we are committed to your satisfaction and look forward to a resolution shortly.
Yours very truly,
Dawn Tuplin
Consumer Relations Representative
Nissan Canada Inc.
Dawn;
Thanks for looking into this for me. Wife said you were very good to deal with on the phone. I got Melissa to call Ericksen and ask that all work on the FX be stoped until i get the work in writing. After the first time and the service manager saying I was calling their body shop guy a lier, i figured it best that I get this in writing this time so there would be no confusion. Looking forward to your e-mail and hope you can help a bit. Too bad Ericksen is the only Infniti dealer in Edmonton. Because after looking on line I am not the only one with bad dealing with them. Glad Infiniti deals well with their customers even if the dealer does not.
Regards;
Stephen Humby
Will see where it goes from here
Well how about this for fast: reply from Del;
Hi Stephen,
You will have to forgive me as I am coming in on the middle of these conversations. I understand that you wanted the following questions answered and these are the responses that I received. I am sorry that things have been so complicated. Could you please give me further information in regard to the last question about trim scratches, so that I can see to it that these are being rectified?
Sincerely,
Del
Hi Del,
This is what Mr. Humby would like to know:
- What will be painted?
- The left mirror base,left front fender, left front door & left A-pillar will be painted.
- What type of paint are they using?
The paint that will be used is BASF Onyx paint.
- The paint that will be used is BASF Onyx paint.
- Assurance that the scratch guard clear coat will be used.
- The clear that will be used is BASF Glasurit (Clear 923-109 & Hardener 929-91)
- How will we fix the mirror?
- The mirror will be painted.
- How they are going to fix the scratches caused by us on the trim.
- I'm not sure what trim is scratched. Jared in parts told me that a shift knob was ordered and billed to new car sales department and the customer was to install it himself. I would rather install it here just to make things right.
Dr. Del Bouck, BRE BEd MEd PhD
Vice President, Fixed Operations
and this too
Hi Stephen,
I just sent you the responses that I received in regard to your vehicle. I am assured that things will be done correctly. In fact I haven’t seen a situation like this in a long time. At this time I do not know if the vehicle is being worked on yet as I have not had the opportunity to do any further investigating. I realize that you may be having troubles trusting us as a result of your experience and I am sorry for that. I will seek to help you get the repairs done in an appropriate manner. Take Care.
Dr. Del Bouck, BRE BEd MEd PhD
Vice President, Fixed Operations
| T direct: 780.462.4328 |cell: 780.499.4502
well done on Go Auto. Thanks for deling with this Del.
Hi Stephen,
You will have to forgive me as I am coming in on the middle of these conversations. I understand that you wanted the following questions answered and these are the responses that I received. I am sorry that things have been so complicated. Could you please give me further information in regard to the last question about trim scratches, so that I can see to it that these are being rectified?
Sincerely,
Del
Hi Del,
This is what Mr. Humby would like to know:
- What will be painted?
- The left mirror base,left front fender, left front door & left A-pillar will be painted.
- What type of paint are they using?
The paint that will be used is BASF Onyx paint.
- The paint that will be used is BASF Onyx paint.
- Assurance that the scratch guard clear coat will be used.
- The clear that will be used is BASF Glasurit (Clear 923-109 & Hardener 929-91)
- How will we fix the mirror?
- The mirror will be painted.
- How they are going to fix the scratches caused by us on the trim.
- I'm not sure what trim is scratched. Jared in parts told me that a shift knob was ordered and billed to new car sales department and the customer was to install it himself. I would rather install it here just to make things right.
Dr. Del Bouck, BRE BEd MEd PhD
Vice President, Fixed Operations
and this too
Hi Stephen,
I just sent you the responses that I received in regard to your vehicle. I am assured that things will be done correctly. In fact I haven’t seen a situation like this in a long time. At this time I do not know if the vehicle is being worked on yet as I have not had the opportunity to do any further investigating. I realize that you may be having troubles trusting us as a result of your experience and I am sorry for that. I will seek to help you get the repairs done in an appropriate manner. Take Care.
Dr. Del Bouck, BRE BEd MEd PhD
Vice President, Fixed Operations
| T direct: 780.462.4328 |cell: 780.499.4502
well done on Go Auto. Thanks for deling with this Del.
Well guys I got a bit of a story to tell;
I was sowing and SES light on the G. I was 90% sure it was the o2 sensor. Wife made an appoointment to get it checked At ericksen today. I told her to expect to pay to get the code pulled as I have HFC and after what I went through I doubt that they will cover it under warrenty.
Well I was wrong. They told my wife that the code was the 02 sensor and that not only were they covering it underwarrenty but they made an appointment for tuesday to get the car and install a non-fouler free of charge for us.
I would like to publicly than Ericksen for doing this and I am very satified with the efforts they are going through now to try and make my past experiance better.
Like I have always said I don't hold a grudge and I see now neither do they.
As well the FX is finishd today. Wife is going to pick it up at 3:30 and Del the VP of go Auto will meet her there to make sure it is done right and all the issues were delt with.
Thanks agin Ericksen for making this right. I hope we can continue to have this good relationship in the future.
I will update the O2 sensor issue and the details of the wifes pick up of the FX tomorrow .
I was sowing and SES light on the G. I was 90% sure it was the o2 sensor. Wife made an appoointment to get it checked At ericksen today. I told her to expect to pay to get the code pulled as I have HFC and after what I went through I doubt that they will cover it under warrenty.
Well I was wrong. They told my wife that the code was the 02 sensor and that not only were they covering it underwarrenty but they made an appointment for tuesday to get the car and install a non-fouler free of charge for us.
I would like to publicly than Ericksen for doing this and I am very satified with the efforts they are going through now to try and make my past experiance better.
Like I have always said I don't hold a grudge and I see now neither do they.
As well the FX is finishd today. Wife is going to pick it up at 3:30 and Del the VP of go Auto will meet her there to make sure it is done right and all the issues were delt with.
Thanks agin Ericksen for making this right. I hope we can continue to have this good relationship in the future.
I will update the O2 sensor issue and the details of the wifes pick up of the FX tomorrow .
- Car
- 2007 FX35 RWD
What are all those things after Del's name? And do you know what he is a doctor in? Just wondering because he seems to have a lot of qualifications for a job that wouldn't usually require them.
Also, if things hadn't turned around, I was going to say you should buy a bunch of beater cars and just park them all in the parking lot and driveways into the dealership and leave them there.
Also, if things hadn't turned around, I was going to say you should buy a bunch of beater cars and just park them all in the parking lot and driveways into the dealership and leave them there.
OK 02 sensor issue wife dropped the car off then installed their non-foulers and ON the 30 min drive back home no SES light. And they covered it under warrenty. Soo that is good news
She goes to pick up the FX at 2:30 and will meet with Del the VP of the group that ownes the dealer.
Will update tomorrow.
She goes to pick up the FX at 2:30 and will meet with Del the VP of the group that ownes the dealer.
Will update tomorrow.
E-mail from my wife
car pick up went well it was really dirty from paint dust and they were told to tell me not to wash it for a while and so they didn;t touch it either. Fender and door and piller seemed to look good no swirles, plastic piece by window they are ordering to replace because it has scratches still. Del said he told them but it was too late by the time they got emails and such but not to worry they would look after it. But they said they would order it in not a problem. 3M they said no problem to get it done at your buddies, just bring in the bill and they will cut you a check in finance but don't do it for at least 4-6 weeks. Del guy was short but really nice apologized several times. said to say hi and that you sounded like a really nice person. he even said something about taking the fx to some place to get a protective coating or soemthing. anyway i will be able to see more in a week when i get to wash it. right now i am ust gonna leave it sit o the paint and clear coat harden.
car pick up went well it was really dirty from paint dust and they were told to tell me not to wash it for a while and so they didn;t touch it either. Fender and door and piller seemed to look good no swirles, plastic piece by window they are ordering to replace because it has scratches still. Del said he told them but it was too late by the time they got emails and such but not to worry they would look after it. But they said they would order it in not a problem. 3M they said no problem to get it done at your buddies, just bring in the bill and they will cut you a check in finance but don't do it for at least 4-6 weeks. Del guy was short but really nice apologized several times. said to say hi and that you sounded like a really nice person. he even said something about taking the fx to some place to get a protective coating or soemthing. anyway i will be able to see more in a week when i get to wash it. right now i am ust gonna leave it sit o the paint and clear coat harden.
i'm really glad things worked out for you,it sure is nice to see there are some people out there who know the meaning of customer service and treating the customer right...take a bow Erickson Infiniti.....NOW!! what the heck else am i supposed to do now,this thread made for some great reading,like a soap opera..now its just gonna be reruns..