In mid-November, The Guardian posted an article on a faulty Nissan LEAF in which the owner was seeking replacement from Nissan.
As the story goes, Nissan was initially reluctant to replace the lemony LEAF, but eventually the automaker did what's right.
Essentially, a LEAF owner sent The Guardian a letter, asking the news outlet for help escalating the issue to Nissan. Here's that letter:
"Can you help me to get Nissan to see sense over my continually problematic Leaf electric car that it refuses to replace? It has been back to various dealers so many times I’ve lost count. I bought it new in March, and it has suffered a series of serious electrical problems. On occasions it has failed to start, while on others it has refused to switch off. It has had work done ranging from full battery resets to the replacement of multiple key components. Every time I have been told the problems have been resolved, they happen again. Nissan repeatedly wants to attempt a repair, irrespective of how inconvenient that is."
"I have had to take time off work and spent hours going to and from various dealerships to try to get the problems resolved. The dealerships have been very helpful and provided replacement vehicles when they could, but they have not always been available. Nissan’s Leaf technical experts have reviewed the car, and even the further repairs they suggested have failed to fix it."
"I have now lost confidence in the car, which is a real shame as it really works for our lifestyle. A colleague also bought one after we discussed its benefits, and his has been fine. Throughout this time, I have been meeting the finance payments but my requests for a new car and some compensation have all been rejected. AB, Malvern"
The Guardian responded to the letter writer, stating, in part:
"You clearly got what used to be known as a “Friday afternoon car”, and judging from the chronology, you have been more than reasonable in giving Nissan many chances to fix the problems. In your shoes, we think we would have handed the keys and the car back to the finance company, and asked it to either provide us with a vehicle that works or end the contract."
"Happily, you don’t need to get into a protracted dispute. After we raised your case, Nissan has seen sense and agreed to replace your car. However, it has not apologized, and initially declined to your request for compensation."
We're not picking on Nissan here. Sometimes a car is a dud. It happens. We're just glad that Nissan did what's right. On a side note, BMW has replaced multiple i3s in the U.S. after repeated visits to dealerships couldn't cure the various problems.
Nissan released this brief statement on replacing the LEAF:
“Nissan has made every effort to repair AB’s vehicle, but it is clear that a solution is taking far longer than we would have liked. We hope the offer of a replacement will be a satisfactory resolution. AB’s finance package will carry over and will mean he receives a car almost a year younger."
The LEAF owner in this case wasn't quite satisfied with just a replacement LEAF, instead he asked for a blue LEAF to replace his previous white one and wished for more:
"You were pleased the company had offered to replace the car, but annoyed it had not gone further. We agreed it would be a good idea if Nissan accepted your request for a slightly upgraded replacement – a blue, rather than a white, one, with a solar “spoiler”
Nissan agreed to the two changes. And that's how an automaker should solve a situation such as this.
Source: The Guardian