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Discussion Starter · #1 ·
I live in Canada. Purchased and picked up Q50 AWD Sport Hybrid from dealership on Saturday (Sept 14). Sales person went over the vehicle and got all the paper work done and drove off the lot. Right way, when the engine transitioned from electric to gas there was a violent JOLT. I'm not talking a little jerk, but a jolt that send you forward and crashing back into your seat, hitting your head against the head rest. Every time I came to a stop and transition back to electric it would be fine. But once the light changes the engine would rev to over 4K on electric then "transition" to gas. Took the car back to dealership and had tech test drive it as well. Tech didn't know what the issue was and but by that time, their tech support was closed so I had to keep the car at the dealership over the weekend, so dealership got me a courtesy car. Got a call today (Sept 16) and they are now saying Infiniti is send a tech from the US to check on it. It appears to be a manufacturing issue and may be even a transmission problem.
At the point I'm very upset and want a new car rather than to have them fix it. Who know what else could be wrong with it. However, sales manager says that dealerships do not do car "returns". But he promised to "make it up to me", however they will not commit to what they will do until the tech checks it out. What are my options? What would you do?
 

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I think I would go at it from the safety standpoint. Tell the dealer you feel unsafe in the car and do it in writing. Let him know that as the expert he is responsible since he has been told you feel the car is unsafe.
 

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Let them find out what's wrong with it first, attempt to fix, then if you're still unsatisfied contact Infiniti consumer affairs
 
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Infiniti won't do anything until the tech sees the car. Get everything in writing and keep a log of everything with dates times and people you speak to. By all means tell the dealer you are afraid to drive the car (and note it in your log). Once the tech sees the car you can decide how to proceed.
 

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I live in Canada. Purchased and picked up Q50 AWD Sport Hybrid from dealership on Saturday (Sept 14). Sales person went over the vehicle and got all the paper work done and drove off the lot. Right way, when the engine transitioned from electric to gas there was a violent JOLT. I'm not talking a little jerk, but a jolt that send you forward and crashing back into your seat, hitting your head against the head rest. Every time I came to a stop and transition back to electric it would be fine. But once the light changes the engine would rev to over 4K on electric then "transition" to gas. Took the car back to dealership and had tech test drive it as well. Tech didn't know what the issue was and but by that time, their tech support was closed so I had to keep the car at the dealership over the weekend, so dealership got me a courtesy car. Got a call today (Sept 16) and they are now saying Infiniti is send a tech from the US to check on it. It appears to be a manufacturing issue and may be even a transmission problem.
At the point I'm very upset and want a new car rather than to have them fix it. Who know what else could be wrong with it. However, sales manager says that dealerships do not do car "returns". But he promised to "make it up to me", however they will not commit to what they will do until the tech checks it out. What are my options? What would you do?
What is the mileage on the car? How much KMs?

If it happened on the first day you should push to have a new car.

At least that is what I would push for.

If the mileage is low and you have only had it for a day before it went back to the dealer and they wont let you exchange for a new car ask for a refund.

Just return the car and buy the car at another dealership.
 

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Discussion Starter · #7 ·
The car has 30 kms on it (when I picked it up) and I literally drove it off the dealership lot when the issue happened, so I returned it right away.

Got an update today, it appears to only happen when the engine is warm, which is was when I drove off since the sales person was explaining the car to me. When the local tech (not the US tech) tried it in the morning it was fine. It was only when the car was warm that the issue showed up.

I also called Infiniti Canada today to launch a formal complaint. I will also be looking at other ways to raise the issue. Unfortunately there are no lemon laws in Canada - once you buy it its yours.

My view is, its an internal issue between the dealership and the manufacturer. If I can't "return" or "exchange" the car, then buy it back from me for the same price and I'll buy a new one. Fix up the car, its covered under warranty, and either sell it as used, or use it as a demo/courtesy/or dealer car - I don't really care. I don't see why I need to be punished for an internal issue. Its about customer service. This is my 3rd brand new Infiniti that I bought form this dealership and I have also bought accessories and done all of my service there. What does that loyalty buy? It doesn't appear to be much.
 

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In USA you have 3 days to return any purchase over $500 no matter what the paperwork says. I believe It's called "buyers remorse law". See if there is similar law in Canada.
I've been in the business for about 7 years and have never heard of a such law.. would love to see proof of that.. there are things that can be done should an issue arise, bit cant really comment on Canada unfortunately... do you have a link or anything to case law or something along those lines? I try to educate myself as best I can about the business and other than customer's assuming they have rights that are non-existent, have never heard of a buyer's remorse law..
 

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In USA you have 3 days to return any purchase over $500 no matter what the paperwork says. I believe It's called "buyers remorse law". See if there is similar law in Canada.
I believe you are wrong.

There is a three day cancellation period for home mortgages. But for any purchase over $500? No.
 

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I believe you are wrong.

There is a three day cancellation period for home mortgages. But for any purchase over $500? No.
I looked around on internet today and looks like you are correct... I got confused because I recently upgraded all windows in my house and the salesman said several times that by law I have 3 days to change my mind. Apparently that only applies to door-to-door sales.

Though I vaguely remember my car dealership saying something similar about having 3 days when I bought my G35 in 2006... :confused:
 

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stand strong soldier. demand a new car. buy a website domain show them what you will post on it if they do not give you a new car. tell them if you get in an accident, or get hurt, you are coming after them...

driving of the lot? come on. They should give you another car....
 

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I live in Canada. Purchased and picked up Q50 AWD Sport Hybrid from dealership on Saturday (Sept 14). Sales person went over the vehicle and got all the paper work done and drove off the lot. Right way, when the engine transitioned from electric to gas there was a violent JOLT. I'm not talking a little jerk, but a jolt that send you forward and crashing back into your seat, hitting your head against the head rest. Every time I came to a stop and transition back to electric it would be fine. But once the light changes the engine would rev to over 4K on electric then "transition" to gas. Took the car back to dealership and had tech test drive it as well. Tech didn't know what the issue was and but by that time, their tech support was closed so I had to keep the car at the dealership over the weekend, so dealership got me a courtesy car. Got a call today (Sept 16) and they are now saying Infiniti is send a tech from the US to check on it. It appears to be a manufacturing issue and may be even a transmission problem.
At the point I'm very upset and want a new car rather than to have them fix it. Who know what else could be wrong with it. However, sales manager says that dealerships do not do car "returns". But he promised to "make it up to me", however they will not commit to what they will do until the tech checks it out. What are my options? What would you do?
Get Infiniti corporate involved if the dealer doesn't take care of you. Back when I worked at Infiniti, one of my customers had a "check" light issue. There was nothing wrong with the car itself, except for the light being on erroneously.

The Customers were very nice, but also very upset about the light and even wanted a new car. Customer Relations worked with Infiniti corporate to resolve the issue within 2 weeks - no new car, but they did replace the component causing the problem. Considering the relatively small scale of the issue, Infiniti took it very seriously. They want to avoid bad PR at all costs.

Your issue, by comparison, seems monumental. I would demand a new car. That's clearly something that should not have made it past inspection. Infiniti definitely would not want that news spreading.


Side question: Does anyone know if they changed the end-manufacturing process on the Q50's? I know they built nearly all Infiniti models entirely in Japan for 2013, but I remember reading somewhere that the Q50's were finished in CA. Not sure though. If you're wondering why I care...

I believe the JX-35 was the only Infiniti, last year, to be assembled in the US - and it showed - the quality of craftsmanship was way below par, compared with other models that came entirely out of Japan. If I had to choose between an American factory building my car and a Japanese one... Well, Japanese work ethic is legendary.

Just speculating here. Don't hold me to it.
 

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Outside of putting on minor stuff like splash guards, spoiler, etc., the Q50 is made in Japan. The JX is made in US. The upcoming Q30 is supposed to be made in UK, with possibility of assembly in Mexico. And there is talk of building plants in China for export world wide
 

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Discussion Starter · #19 ·
I'm happy to report that my dealership came through and got me a new vehicle. I'm so happy they were able to work something out. I'm now enjoying my new Aspen Perl AWD Hybrid Sport. Everything is right in the world again. :D

Now, to see what they are willing to do to make it up to me. Any thoughts? I already got free life-time synthetic oil changes with the purchase of the car. I don't really want any accessories. I tried asking for 1 year extended warranty but not sure if I'll get it. I spoke to the GM and he said he'll be talking to Infiniti to see what they will be willing to offer.
 

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Glad you got things worked out... Hope you're enjoying your new car.

To date this sounds like an isolated incident... Too early to tell, but I suspect we don't hear of many of these. Feels like the dealership/Infiniti did what they could to get you back in the car of your choice within a reasonably short period of time. I can appreciate being frustrated, but you have oil changes for the life of the car. How much more do you think your truly deserve?


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