I ordered a Nissan Serena 2 weeks before Raya. And had a very very bad experience with the way Nissan manage its sales services and customers.
Firstly, I was offered to trade in my Myvi at RM17K. Then I found out that other branches are offering me 21 - 23K. Hence, I ordered for sales cancellation at this branch, so that I can order from other brance. After 2 days of processing, this branch offered me 23K. OK I ACCEPTED. AND Very regret on this decision .

Following this, the branch sales person told me that CIMB always offer the lowest interest rate. After a week, I was informed that the offered rate is 2.59%. I was really frus that time, I personnaly call Affin bank Perak branch manager to check (A friend), he is offering 2.39% to the customer! With all this hazzels and reapplication for the finance aid, my order had been delayed till after Raya.

Meantime, they told me that my prefered plat no is very hard to get, better to get runner for JPJ registeration. So I decided to work it out myself, and in just 1 hour, I get my prefered platno by only paying RM310, instead of RM360.

Now, the best part, when I am ready to handover my car and pick up my new serena, I FOUND OUT my car is in the showroom, serves as a showroom car, publicly view by the customers . All the internal mats and carpets are covered with sand and foot print. Even worst, the plastic cover for the seats are removed! I cannot imagine a new car I paid, RM149K of a car, is like a used car inside!

Guess what the management of that branch told me? "We have insufficient place to keep your car, if you are not happy to put the car inside as showroom car, we have to put it outside, where it is open to the risk of scartches, hot sun and rain."

It was a horrible experience that I can ever get with Nissan's sales services. I made complains to the branch manager, sales manager, and at the end do some shoutings at the sales office and phone calls.

Now the last message that I got was, I will be getting a new, another car, with the offered kits (GPS and reverse camera). Let's see how.

This post has been edited by Frustrated Customers: Aug 17 2013, 08:09 PM

Thanks pal. I will update again

This post has been edited by Frustrated Customers: Aug 17 2013, 10:50 PM

How to lodge a complaint officially? I sent an email to the customer care line d. I am not sure when I can get a new car replacement, but the sales manager told me, it takes a month. This branch sales office seriously need to improve their operating procedures. I hope there is Nissan care representatives response to my email.

This post has been edited by Frustrated Customers: Aug 18 2013, 10:38 AM

Now, I definitely agree with your point of view. They definitely did not expect that I will do detail pricing comparison.
Today, I have received call from Nissan HQ for the follow up. i had made my declaration that they are either cancel my sales, or transfer my sales order to other branch (which I think impossible, so I guess I will get my sales order cancel)

At the same time, this branch sales person call me up, she offered me an exchange for a brand new car with hers another customer, who is not able to pick up the car yet. Hmmm...., well. I did not ask what will happen to this existing Serena ......from the way how the management behave, they will clean the car and sell to others as new one..MY GUESS ONLY.

When talking to her, she told me that putting customer's car as showroom view is normal practice in her branch. So, that car is really a new car, but the branch wanna save money on purchasing a showroom car whereby the cost is bear by themselves. (She told me each branch had to purchase their own showroom car, or share it with other branches)

I will reveal the branch location once the Nissan HQ return to me with decision . Stay tune... I m practicing my patient over Nissan, and not sure when it will burst.

Sure there is a lot of people cancelling the sales order. Like me.

They are getting me a new car, by exchanging it with another customer that is yet able to pick up his.
How? Should I accept?

This post has been edited by Frustrated Customers: Aug 20 2013, 01:57 PM

Thanks for the advices. If the most important - sales and customer services for a biz also they can't handle it well. I am reluctant to believe the quality of the rest such as car services.
My story of the Serena hybrid ends here. I cancel the sales order. Thanks to all for providing me the advices.

Anyone who is buying Serena , wish u all the best and will not share my experience.

This post has been edited by Frustrated Customers: Aug 20 2013, 07:12 PM