Buyer beware, the sales department talks a great game about joining a family and how great their customer service is, but that is only when you are spending money. They will actively try to get you to take your problem somewhere else, or handle it yourself when it is a problem you should not have to deal with when buying a brand new car.
I bought a brand new 2020 Altima just off the truck, and one morning i came out to the crack pictured below. After finding no chip in the glass i reached out to the dealership for help. My sales person and the sales manager were surprised and asked me to bring it in for the service department to look at.
When i called for an appointment i was told there was nothing they would do by the service manager, and i was wasting my time. I was not given an appointment and told if i insisted on bringing my car in then whenever i wanted would work, because it would not take long. When i arrived a service tech looked at the windshield, could not find a chip, and said he needed to get his manager so they could start helping me. The manager came over to searched the crack for a chip (two times), then said it was impossible, there was nothing they could do, and told me i needed to call a glass company.
I went to the sales floor to talk to my sales associate, and the sales manager got involved again. They tried to do me "a favor" by calling their buddy at the glass company to get a discount because a new car less than 6 months old should not have this problem, and it could be fixed in 3 days.
About 15 minutes after i left the dealership the sales manager called to tell me the service manager contacted Nissan and they would cover it as a factory defect, but the windshield was on back order so it would be a couple weeks. Six weeks later i was still getting the run around about the part being on back order from everyone i talked to. I told my sales associate i was going to contact Nissan for more information and to get some help, he tried very hard to discourage me with several excuses about being short staffed, and back orders on all parts from covid.
I contact Nissan directly to inquire about my warranty claim and the windshield on back order, only to find out no such claim was filled for my cars vin number. I proceeded to file a complaint and send pictures to Nissan, my case was escalated within an hour to the Regional Customer Affairs manager who contacted me. They submitted a request to Buckeye Nissan to inspect my windshield for a warranty claim.
I was contact by the operations manager the next day to setup an appointment to look at my car, but before the call ended he told me i should contact my insurance company to start the process for a claim to get my windshield replaced.
When i arrived for my appointment two days later, the operation manager thoroughly searched every millimeter of the crack on my windshield three times around for a chip, before he said he would recommend to Nissan that it was a factory defect. Picture were taken and submitted to Nissan who agreed to replace the windshield as a factory defect. The windshield that had been on back order for six weeks was replaced that afternoon.
This entire process was eye opening, i was made to feel like i was an inconvenience and annoying because i was asking for help on a brand new current model vehicle, and they actively tried to get me to go away because i was not spending more money.