On December 5, 2023, we purchased a Nissan Qashqai with a petrol engine and automatic transmission from the Borovalı dealer in Izmir, Turkey. Until December 29, 2023, we covered a distance of 603 km. On this date, while driving, we started to hear a noise. As the Borovalı Authorized Service was very close, we immediately took the car there. After a short inspection accompanied by a technician, the vehicle was taken to the service for further examination. Following the inspection, it was determined that the source of the noise was the right front wheel bearing. The service mentioned that there was no damage or impact on any other part of the vehicle (tire, rim, axle, etc.) and they believed that such a problem in a vehicle with only 600 km could not be user-related. They made a statement like, "You did well to bring the car immediately; otherwise, it could have caused a more significant problem." They informed us that they would discuss with the Nissan Turkiye Head Office regarding whether the issue would be covered by the warranty.
When there was no response by January 2, 2024, we visited the dealership, and they informed us that a response could be received during the day. However, we still did not receive any feedback. On January 3, 2024, a response came from the Head Office stating that the problem was due to user error and could not be covered by the warranty. When we went to Borovalı for a face-to-face meeting, we were informed that the response actually arrived the previous day. However, due to the lack of any evidence of a fault in the vehicle, they had two discussions with the Head Office regarding the replacement of the part under warranty, but they received negative responses from the Head Office.
Considering that the vehicle is not even a month old and has only covered 600 km, it is challenging to understand how there could be a user error. When a defect is present in a brand's product, it is expected that the brand acknowledges it and resolves the issue free of charge. However, the attitude of the authorized service of a global brand like Nissan, despite their findings, is hardly believable. As a car user for 30 years and with my spouse being a mechanical engineer, we have changed cars multiple times, and we have never experienced such problems with any vehicle or its services before. We demand that our vehicle be repaired under warranty, and an immediate replacement vehicle be provided to us. Otherwise, we will pursue all legal avenues available to us.
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