I am the owner of a 2010 Infiniti G37X which I purchased new. I purchased the car from the Infiniti dealership in Ann Arbor, MI. Since moving to CA the summer of 2013, I have had the vehicle serviced at the Monrovia, CA Infiniti dealership. I have been satisfied with the service I have received at this dealership but recently had an incident which has left me frustrated.
On 3/30/15, I took my Infiniti to the Monrovia dealership for my 75,000 service. At this time, I informed my service consultant (Cheryl Whitten) that I had to have my car jumped recently due to dead battery. At that time, I also complained about the idle dropping as if my car wanted to stall when I would come to a stop. Both of these issues where checked out and I was informed that everything checked out okay.
On 4/18/15, while traveling away from home, I once again experience a dead battery and had to have my car jumped. I drove the vehicle directly to the Monrovia dealership, spoke with Cheryl and left my car there for further investigation. On 4/21/15, Cheryl called me and informed me that they were “able to duplicate” the dead battery and discovered a bulletin had been issued by Infiniti and an ECM (engine control module) update needed to be preformed.
I again requested a mechanic try to duplicate the idle dropping when coming to a stop. Cheryl called me later that day to say the mechanic was “able to duplicate” this issue and discovered that another bulletin had been issued by Infiniti and a traction control update needed to be completed.
I decided to wait until I picked the car up to discuss in person concerns I had about why these bulletins were not discovered when I had specifically complained about these issues on 3/30/15. Cheryl had the mechanic speak to me and he admitted he did not check for these bulletins on 3/30/15 and only checked on 4/18/15 when I returned a second time with the same complaints. This service cost me $250.28 (new battery + labor).
I questioned if a consumer would be informed of these bulletins. I was told that I would not have received any notification. Furthermore, the dealership does not check for bulletins routinely and only if the customer has specific complaints. Even at my 75,000 mile check (which incidentally I paid $503.11) they do not check for bulletins. Again, at this check up, I did specifically complain of both issues and the dealership still did not check for bulletins.
The oversight of checking for bulletins not only cost me another roadside assistance charge, but was also an unnecessary inconvenience for me. I wonder if this is a common practice at Infiniti dealerships? How much time can it take to check and see if there are any bulletins issued on a customer’s car, especially if the customer has specific complaints?
On 3/30/15, I took my Infiniti to the Monrovia dealership for my 75,000 service. At this time, I informed my service consultant (Cheryl Whitten) that I had to have my car jumped recently due to dead battery. At that time, I also complained about the idle dropping as if my car wanted to stall when I would come to a stop. Both of these issues where checked out and I was informed that everything checked out okay.
On 4/18/15, while traveling away from home, I once again experience a dead battery and had to have my car jumped. I drove the vehicle directly to the Monrovia dealership, spoke with Cheryl and left my car there for further investigation. On 4/21/15, Cheryl called me and informed me that they were “able to duplicate” the dead battery and discovered a bulletin had been issued by Infiniti and an ECM (engine control module) update needed to be preformed.
I again requested a mechanic try to duplicate the idle dropping when coming to a stop. Cheryl called me later that day to say the mechanic was “able to duplicate” this issue and discovered that another bulletin had been issued by Infiniti and a traction control update needed to be completed.
I decided to wait until I picked the car up to discuss in person concerns I had about why these bulletins were not discovered when I had specifically complained about these issues on 3/30/15. Cheryl had the mechanic speak to me and he admitted he did not check for these bulletins on 3/30/15 and only checked on 4/18/15 when I returned a second time with the same complaints. This service cost me $250.28 (new battery + labor).
I questioned if a consumer would be informed of these bulletins. I was told that I would not have received any notification. Furthermore, the dealership does not check for bulletins routinely and only if the customer has specific complaints. Even at my 75,000 mile check (which incidentally I paid $503.11) they do not check for bulletins. Again, at this check up, I did specifically complain of both issues and the dealership still did not check for bulletins.
The oversight of checking for bulletins not only cost me another roadside assistance charge, but was also an unnecessary inconvenience for me. I wonder if this is a common practice at Infiniti dealerships? How much time can it take to check and see if there are any bulletins issued on a customer’s car, especially if the customer has specific complaints?
