As per the above, Was visiting the West Country on a staycation holiday before Lockdown 2.0 in the LEAF. Was charging on a Polar rapid in Plymouth, as needed a charge before returning to our hotel 30 miles away in St Austell, when after 2kW it stopped abruptly. Car came up with a Check EV System error. After calling Polar to release the charger from the car (it was locked and had to wait 30 mins on the phone), the car refused to start.
Called out Nissan Assistance (RAC) who attended (was quite quick considering it was Friday evening at 1630) and identified that it was a HV issue which the Technician was not trained to investigate. Thus, the car had to be towed to the closest Nissan dealership (as per the agreement in place). Was advised that we would be entitled to onward travel assistance, so call made to the onward assistance team. This was at 1900. Was promised that a car would be provided the same evening. Thankfully we were in a safe location (Crowne Plaza in Plymouth). 2 hours later, received a call from Enterprise in our home town asking where to drop the hire car off. Told the guy that we were in Plymouth, he was surprised and of course was unable to assist. Called the onward travel team again and was subsequently advised that no car could be provided that evening after all and we had to make our own way back to our hotel (they said that although they could provide a taxi, this was for a limited distance and in doing so we would waiver the right to a hire car). Reluctantly and with no option, we decided to take the train and cue 1 hr train journey, followed by 30 min walk back to our hotel at 2230 (we broke down at 1600). Was agreed that the hire car would be provided at our hotel the next morning.
Cue Saturday morning and no car. Enterprise called us at 10am saying that they would not be able to bring the car to us afterall - they were in Torquay (despite onward assistance saying that the car would come from Bodmin). They tried in vain to get a taxi authorised (they were unable to get through to the onward travel team). Roll on 1330 and they were able to provide a driver to come and pick us (and our luggage) up to go collect the car (we had to check out due to moving to a different hotel that night).
En-route to pick up the car, the drive advised that he was actually on call for emergencies and if Nissan Assistance had contact him the previous evening, he would have come to collect us and provided us with the Hire Car!! Cue angry face.. Finally picked car up at 1500, nearly 24 hours after our breakdown.
Managed to complete the remaining days of our holiday, after being advised that the local dealership was unable to look at the car until the following Tuesday (when we would be back home),
Got a call on Wednesday from the dealership to advise that the car would need to go to Gateshead for repair. Great!!! Was advised that Gateshead team would contact me to arrange for the car to be returned back to me at my home address. Dealership provided my details to them.
Cue 2 weeks later, and after speaking to Gateshead and requesting to be kept up to date on the repair, and a several calls to Nissan Customer Services, got a call from the dealership in Plymouth to say that the car had repaired and had been returned to them!!! Not impressed was an understatement.
Call made to Nissan Customer Care who implied that it was my responsibility to travel 250 miles to go and collect the car - wasn’t going to happen as I was back at work. Was advised that the Case Manager handling my case would arrange for the car to be collected and returned to me. Told the Case Manager to let me know when the car was to be collected and delivered so I could arrange for someone to be at home to take receipt. This was Monday. Did I get a call...?!! Hmm, bet you can guess the answer.
Cue 4 days layer, no phone call from Case Manager. Called dealership in Plymouth to ascertain if they had been contacted from Nissan UK - was told that the car had been collected and was being driven the 250 miles back to my home address!! Got a call at 1630 Thursday from the driver to say that he was outside my house. Great!! Driver was unable to wait until I got home after work so agreed for the keys to be dropped through letterbox, but only after requesting Nissan UK to take responsibility of any damage that may have occurred with the car - thankfully no damage.
Still waiting to hear from the Case Manager ref reimbursement of fuel costs incurred with hire car, the additional charge to extend the stay in the hotel, train fare and root cause analysis of the breakdown. Also awaiting an update as to why a Hire Car was not provided to us on the night of the breakdown despite being promised this would happen.
Thankfully we were in a safe location when the breakdown occurred and not in the middle of nowhere, but as you can imagine not very impressed with our Case Manager and the whole handling of the incident. So, take note - the Nissan Assistance breakdown package is not all that appears and there are an awful lot of restrictions.
What a sad ending to what was a pleasant staycation holiday...
Called out Nissan Assistance (RAC) who attended (was quite quick considering it was Friday evening at 1630) and identified that it was a HV issue which the Technician was not trained to investigate. Thus, the car had to be towed to the closest Nissan dealership (as per the agreement in place). Was advised that we would be entitled to onward travel assistance, so call made to the onward assistance team. This was at 1900. Was promised that a car would be provided the same evening. Thankfully we were in a safe location (Crowne Plaza in Plymouth). 2 hours later, received a call from Enterprise in our home town asking where to drop the hire car off. Told the guy that we were in Plymouth, he was surprised and of course was unable to assist. Called the onward travel team again and was subsequently advised that no car could be provided that evening after all and we had to make our own way back to our hotel (they said that although they could provide a taxi, this was for a limited distance and in doing so we would waiver the right to a hire car). Reluctantly and with no option, we decided to take the train and cue 1 hr train journey, followed by 30 min walk back to our hotel at 2230 (we broke down at 1600). Was agreed that the hire car would be provided at our hotel the next morning.
Cue Saturday morning and no car. Enterprise called us at 10am saying that they would not be able to bring the car to us afterall - they were in Torquay (despite onward assistance saying that the car would come from Bodmin). They tried in vain to get a taxi authorised (they were unable to get through to the onward travel team). Roll on 1330 and they were able to provide a driver to come and pick us (and our luggage) up to go collect the car (we had to check out due to moving to a different hotel that night).
En-route to pick up the car, the drive advised that he was actually on call for emergencies and if Nissan Assistance had contact him the previous evening, he would have come to collect us and provided us with the Hire Car!! Cue angry face.. Finally picked car up at 1500, nearly 24 hours after our breakdown.
Managed to complete the remaining days of our holiday, after being advised that the local dealership was unable to look at the car until the following Tuesday (when we would be back home),
Got a call on Wednesday from the dealership to advise that the car would need to go to Gateshead for repair. Great!!! Was advised that Gateshead team would contact me to arrange for the car to be returned back to me at my home address. Dealership provided my details to them.
Cue 2 weeks later, and after speaking to Gateshead and requesting to be kept up to date on the repair, and a several calls to Nissan Customer Services, got a call from the dealership in Plymouth to say that the car had repaired and had been returned to them!!! Not impressed was an understatement.
Call made to Nissan Customer Care who implied that it was my responsibility to travel 250 miles to go and collect the car - wasn’t going to happen as I was back at work. Was advised that the Case Manager handling my case would arrange for the car to be collected and returned to me. Told the Case Manager to let me know when the car was to be collected and delivered so I could arrange for someone to be at home to take receipt. This was Monday. Did I get a call...?!! Hmm, bet you can guess the answer.
Cue 4 days layer, no phone call from Case Manager. Called dealership in Plymouth to ascertain if they had been contacted from Nissan UK - was told that the car had been collected and was being driven the 250 miles back to my home address!! Got a call at 1630 Thursday from the driver to say that he was outside my house. Great!! Driver was unable to wait until I got home after work so agreed for the keys to be dropped through letterbox, but only after requesting Nissan UK to take responsibility of any damage that may have occurred with the car - thankfully no damage.
Still waiting to hear from the Case Manager ref reimbursement of fuel costs incurred with hire car, the additional charge to extend the stay in the hotel, train fare and root cause analysis of the breakdown. Also awaiting an update as to why a Hire Car was not provided to us on the night of the breakdown despite being promised this would happen.
Thankfully we were in a safe location when the breakdown occurred and not in the middle of nowhere, but as you can imagine not very impressed with our Case Manager and the whole handling of the incident. So, take note - the Nissan Assistance breakdown package is not all that appears and there are an awful lot of restrictions.
What a sad ending to what was a pleasant staycation holiday...
