Originally Posted by priscilla marie
Hi guys, this is my first time ever posting here. Just looking for general feedback/advice. Maybe you have experienced similar issues. I'm sorry for the long story, but more details are better than less. Please don't misconstrue my thread to be bashing of Infiniti, i LOVE my Q50, i'm devastated this has happened and I honestly don't know what else to do. I can't afford the $6k repair and this is my daily driver to get me to work and take my kids around, etc.
My 2014, Infiniti Q50 Hybrid Sport was purchased from Orange Coast Infiniti on or around March 28, 2017. At the time of purchases, the vehicle had 40,585 on the odometer reading. The VSC is valid for 36 months of 48,000 miles, whichever comes first. The vehicle has warranty remaining until 03/2020, or 88,585 miles. The vehicle currently has an odometer reading of approximately 74,000 miles. The vehicle was experiencing mechanical breakdown on or about 07/30/2019, so I took the vehicle to Orange Coast Infiniti in Westminster, CA, where the vehicle was purchased. I informed the Service Advisor, Eduardo that the preceding morning, approximately 2 hours prior to bringing in the vehicle, the dashboard lit up and the following error message came onto the dashboard, “Chassis Control System Error” – See Owner’s Manual, the same error message that came onto the dashboard two years prior in July of 2017. At that time, when the error light came on, the vehicle was undriveable. It was experiencing loss of movement and the gears would not shift. We turned around and drove it home to have it towed to Orange Coast Infiniti. The dealer diagnosed the vehicle and said it had a bad sensor and simply replaced the sensor. Although it sounded strange to me that a sensor could cause the vehicle to become undriveable and cause the car to not shift gears, I trusted the dealer was acting competently and assumed possession of my vehicle again. This time around, nearly two years later, the error message went away as I was taking the vehicle to the dealer on 07/31/19. I informed Eduardo and sent him a picture of the error message I’d taken before the light went away. I informed him it was the same error message and gave him the info surrounding the former repair. It took OC Infiniti about a week and a half to diagnose the vehicle, according to Eduardo, the technicians were having difficulty doing so. He informed me Friday, August 2, 2019, that an Infiniti Engineer would need to come down and assist in diagnosing the vehicle. The vehicle has been diagnosed by an Infiniti Engineer and they have determined that the "clutch" in the transmission needs replacement. The vehicle is a 2014 Infiniti Q50 Hybrid Sport with a 7-speed automatic transmission, as classified in the Infiniti Owners Manual. The "clutch disk" as stated by the dealer is now not covered under warranty, although the dealer confirmed in writing that it would be, because according to the Vehicle Service Contract, Extended Warranty coverage, "clutch disk (Manual transmission)", is NOT covered. However, the governing language here is that the vehicle is NOT a manual transmission vehicle, so the exclusion to what is covered DOES NOT apply here. On 08/09/2019, upon speaking with a Service Advisor, he forwarded me to an Infiniti Technician who attempted to explain to me that the vehicle technically has both types of transmission, manual and automatic. To which I firmly disagree. It is classified as a 7-speed automatic, according to Infiniti's OWN manuals, and a manual transmission was NOT offered in any 2014 Q50 lineups for that manufacturers year. For this very reason, the contract language is clear, the clutch disk for automatic transmissions IS covered, but NOT for manual transmissions, to which my vehicle is not. Further, on 08/12/2019 at approximately 4:30 p.m., I spoke with Ray Picazo, Service Manager to receive an update on the status of my warranty claim reconsideration. He explained that NESNA would not be reconsidering their determination to decline my claim. He further said that he reached out to Infiniti Corporate and they offered to cover the parts but not the labor. The dealership, Orange Coast Infiniti has not offered to do anything. Ray further explained that had the vehicle been under factory warranty, the part would be covered. So if it is covered under factory warranty, how is it an excluded item under the VSC? The same exclusions carry-over from factory warranty to the VSC which further contradicts the denial of my claim. On 08/13/2019, I contacted Infiniti Consumer Affairs and was advised that they can not override the decision of NESNA, but may offer financial assistance in getting the vehicle repairs completed. The advisor contacted OC Infiniti. I was informed by another agent at Infiniti Consumer Affairs that the dealership offer would be the best offer and to instead contact the Better Business Bureau, Automotive Decision at 800-955-5100 before taking legal action to avoid further costs.
So technically the transmission included in the Q50 Hybrid is actually a dual-clutch transmission (it has 2 clutches), however both are automatically controlled. One is for typical operation and the other is to engage/disengage the engine so it can coast in low-load scenarios.
As far as I'm aware in no documentation for any model of the Q50's in which the transmission ever refereed too it as a manual and nearly every piece of warranty documentation I've ever seen from Infiniti
regarding the transmission cover all trims under the power-train Section regardless if manual or automatic. Perhaps
can chime in here as he has spent far more time in the service manual
than any of us, granted the SM is also poorly translate guidelines rather than a formal piece of documentation....
Still the fact Infiniti Corporate is willing to cover the parts under warranty means that they acknowledge the issue but likely went over their budgeted time to diagnose/repair the issue.
Typically the dealership needs to eat that cost as it's their responsibility that repairs take place in a reasonable time, to me it sounds like the dealership is trying to get out of the bill.
100% contact the BBBA for advice and maybe reach out to your lawyer if you have one and have him prepare a letter of intent. More often than not this will get dealerships to
resolve the issue rather then have to deal with legal fees.