My experience with the service department at Infiniti of - RogerC
My experience with the service department at Infiniti of Cerritos began in early May, when my 2018 Infiniti Q50 developed a serious engine problem. What followed became a major repair that lasted into late July, and I want to specifically recognize Edward Bravo in Service for the way he handled it.
By the time I arrived at Infiniti of Cerritos, I had already been dealing with the problem for weeks. The car had been in the possession of two independent repair shops and had required three tows. The second shop had agreed to the repair, but the combination of a difficult engine problem and the requirements of my aftermarket service contract eventually brought the process to a standstill. I had a disabled car, a major mechanical failure, and a warranty company whose authorization process was proving difficult for the shops trying to repair it. By the time I had the car towed to Infiniti of Cerritos, I was frustrated and increasingly uncertain about how this was ever going to be resolved.
That is where the story changed.
Edward discovered that the turbochargers were leaking and that there was metal in the engine. I had arrived expecting that my aftermarket service contract would probably handle the repair. Instead, Edward recognized that the turbochargers might qualify for extended coverage through Infiniti and pursued that possibility on my behalf.
Infiniti ultimately approved replacement of both turbochargers and, because their failure had damaged the engine, replacement of the engine as well. After weeks of towing the car from one place to another and struggling to get a very difficult repair underway, Infiniti of Cerritos took possession of the entire problem and found a way forward. This was an enormous repair and represented a very substantial expense that I had been worried I might have to face myself.
The process wasn't perfect, and I don't want to write a review that pretends it was. After I initially received the car back, the Check Engine Light returned and there were additional problems that had to be diagnosed. The car went back to Infiniti, additional components were replaced, some parts were backordered, and the entire process took considerably longer than any of us originally expected.
What impressed me was what happened when things didn't go perfectly. Edward continued to take the problem seriously. The dealership kept working on the car, provided me with transportation while they did so, and ultimately kept the car until they were satisfied that the problem had actually been corrected rather than simply returning it to me again.
I finally received my car back at the end of July. I deliberately waited before writing this review because I wanted to know whether the repair really held up. I have now driven it nearly 1,750 miles since the completed repair, and it has been doing very well.
There is also a personal reason this experience meant more to me than an ordinary automobile repair. My father died while all of this was going on, and Edward knew that I was dealing with that as well as the uncertainty surrounding my car. It was an exceptionally difficult period in my life. Having one major problem ultimately turn out better than I had expected was more meaningful to me than Edward and the people at Infiniti of Cerritos probably realized at the time.
I especially want to thank Edward Bravo. This was not a simple repair, and there were frustrations and delays along the way, but he continued working with me and with Infiniti until the problem was resolved. Nearly 1,750 miles later, I can finally say that with confidence.
I don't judge a service department solely by whether something ever goes wrong. Major mechanical repairs don't always proceed exactly as expected. I judge people by what they do when that happens. In my case, Infiniti of Cerritos and Edward Bravo stood behind the repair and saw it through.
Thank you, Edward. I haven't forgotten what you did for me.
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