Ive been an Oahu, Hawaii Infiniti owner for the last 15 - scottebert
Ive been an Oahu, Hawaii Infiniti owner for the last 15 years and have owned four vehicles. Recently things have changed and we now have to use King Windward Nissan due to the on-island stand alone Infiniti dealership integrating with King Windward Nissan, due to the company’s financial hardships.
I just got back from the first experience taking my Infiniti to King Windward Nissan and feel it’s necessary to convey my experience. My business there included purchasing my vehicle at the end of its lease and having an oil change completed.
For starters the contrast between the former Infiniti owner experience and new reality with Nissan was stark. The sales rep that assisted me was pleasant however, had ear gauges. Nothing personal I just found it unprofessional and not inline with a luxury car experience - never saw that at King Infiniti.
Apparently when you purchase at the end of a lease, the dealership needs to make a change that affects the registration. The sales rep went to my vehicle to retrieve the registration and also took my safety check document. I checked the paperwork in my vehicle before leaving and noticed it was missing, had to go back into the dealership, track down the sales rep, and ask for my safety check document. He acted like he didn’t know if they needed it or not. I insisted he find it and give it back. He went into the finance guy’s office and asked if they needed it. The finance guy said no and shuffled through a stack of docs looking for it. I got it back but have a couple of issues. How does a sales rep that says he’s been doing this for 13 yrs not know the dealership doesn’t need my safety check for this type of transaction? The other issue is with the finance guy, why did he take it if he knew it wasn’t a document they needed? They were going to let me drive off, and potentially get a ticket from HPD if I was pulled over or involved in an accident and didn't have my safety check documentation. This was completely unacceptable and to a certain degree, felt like a purposeful act meant to negatively impact me. It’s a good thing I checked my paperwork before leaving.
On to the service experience. There were several red flags observed. It took 3 hrs for an oil change and to change a sensor on my windshield wiper reservoir - seemed excessive. When I checked my car before leaving, there were oil hand marks and smudges on the door and handle. Additionally, the oil fill cap and surrounding area on top my engine were oily and obviously not wiped off after the service was complete. Furthermore, two of my tire valve stem caps were missing and after I started driving and the tire pressure info loaded on the dash, all of my tires were over inflated by 5-7lbs. My perspective - how can I trust the more technical aspects of the work conducted were performed correctly when basic tasks lacked attention to detail? Lastly, the oil change/service reminder sticker placed on my windshield showed the milage due for my next oil change as 5,000 miles from my current odometer reading. The issue is, the Infiniti recommended oil change interval is 7,500 miles. This is clearly a ploy to get customers to come in 2,500 miles early for an oil change. This comes across as a cheap used car salesman tactic.
The best aspect of the experience were the Infiniti service writers. They were great, friendly, well dressed, and attentive. They even helped me track down the sales rep to get my safety check doc back.
I understand Nissan/Infiniti are having to make significant changes due to the financial health of the company however, the sum of the errors experienced was not inline with a luxury car owner’s expectations. I am seriously considering terminating my Infiniti allegiance after 15 yrs and weighing my options to switch to a different brand that can offer that experience. I think it’s fair to say I’m not going to get the traditional luxury experience Ive grow accustomed to from Infiniti, at a Nissan dealership,
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