Mall of GA nissan, horrible customer service.

[babowc]

Today I called MOG nissan to inquire about an OEM S14 front hub I needed for my car..

I got transferred to the parts department and I was speaking to an individual named "Eddie" about the parts.

He requested my VIN number, so I explained to him that I have a "modification" done to my car so my VIN# wouldn't help him. Instead of politely asking me for what the part was, he proceeded rudely asking in a very unprofessional manner. This is what he said, "Man, what's the part for again? We need the VIN#." Then I explained to him again and he said he'll look it up and put me right back into the automated system.

At this point, I got a little annoyed.. instead of hanging up, I followed automated procedure again and got Eddie back on the line. I asked him what his title was and he stated he was the parts manager. Then he rudely said the part was $17x. This is when I asked why he was so rude and he said "Man, bye" and just hung up on me.


Before this, I called Gwinnett Place Nissan and spoke to a parts dept person and I politely asked if they can price match, since I would rather deal locally then having to wait for shipping from Cali (West Covina Nissan). The parts person said "No", so we had an understanding and hung up.


I have no issue with GP nissan, but Eddie at MOG nissan blew me off and just hung up on me.

From personal experience, I would not recommend MOG Nissan to my enemies. For car sales nor parts inquiries.

[Cash]

poor customer service makes me so mad. it's not like it's hard to be nice, but some people are just plain rude.

you should call the general manager and report the incident. i'm sure he'd rather take care of it then have you spreading the word about this situation and ruining their goodwill. and if the GM takes care of it, that's awesome and let us know. until then, i definitely won't be giving any business to MOG nissan.

[babowc]

I called again and left a VM on Mr. Scott Whitman's VM.

Apparently, there has been numerous complaints on this particular dealership.
I'm filing a BBB complaint and wrote reviews on Kudzu already. I'll be writing a letter to the owner of Sutherlin dealership branch as well.

It's rediculous how the parts manager treated me.

[~The_Duke~]

Call customer service and issue a complait, I am going that route with the horrible experience I am having with a subaru dealership.

[Howard]

poor customer service makes me so mad. it's not like it's hard to be nice, but some people are just plain rude.

you should call the general manager and report the incident. i'm sure he'd rather take care of it then have you spreading the word about this situation and ruining their goodwill. and if the GM takes care of it, that's awesome and let us know. until then, i definitely won't be giving any business to MOG Nissan.
Mitchell at GP Nissan is the only guy I deal with. He knows modded cars and will help the best he can.

[~The_Duke~]

I am not sure if he is still there, but chris (the guy brantly married) works a carriage nissan in gainsville and he was the one that did warrenty work on my sentra even after the straight pipe and all. The techs were assumed by the car.

[andrew]

yeah man, take this b.s. as far as you can because not only will you be helping resolve what happened with you but you'll be helping every other person trying to conduct business with MOG nissan.
keep us updated!

[shawn shawn]

When I worked at mall of ga honda we always got nissan parts from GP if that tells you anything. ;)

[babowc]

I filed a complaint with BBB..

http://www.kudzu.com/merchant/667120.html

here's their entire reviews on Kudzu.com.. a major business review website.
I think that page sums it all up.

---------- Post added at 06:10 PM ---------- Previous post was at 06:08 PM ----------

http://www.bbb.org/atlanta/business-reviews/auto-dealers-new-cars/sutherlin-nissan-mall-of-georgia-in-buford-ga-7000331

That is their BBB review as well.

[Carter86]

I dont deal with mall of GA nissan. I was shopping for a 350z about 2 yrs ago and I found a nice used 350z on autotrader which was @ the dealership. I went there with my dad and a salesperson wasn't so helpful. I went there around 4 PM and there weren't any customers but the salesperson seemed very annoyed and didnt really care about me. I asked him for a carfax and he told me I should look it up myself because he doesnt have a carfax account. Hmmm...

I didnt even bother to make any purchase at the dealership so I looked around for few more days and bought a 350z from a nice used dealership for much better price.

[babowc]

I'm trying to find a contact for Mr. George Sutherlin to make an official complaint.

Could you pull any strings, Shawn? :)

[KA24DETS14]

I deal will MOG Nissan all of the time (I work across the street from them) and Eddie is not the parts manager. He is an ass and I don't like dealing with him. If you ever do call back ask for Tyler. He is a good dude and is always willing to working on pricing will you especially if you do alot of business with him. He is always willing to take the extra time to find the correct parts the first time.

[BlackMage]

If Tyler's been there for a few years he's probably the guy I used to deal with at MoG Nissan to get all of my SR parts. If he couldn't find the answer right a way and had to make a call or two, he'd always get back to me before the end of the day.

[babowc]

Even if they'll price match, I won't be dealing with Sutherlin Nissan Mall.

[I RON DON KEY]

boooo

[babowc]

Just placed the order for s14 SE hub through West Covina Nissan.
Ray @ West Covina was nice enough to automatically apply 5% zilvia discount.

pleasant experience.

[Shane]

They are really bad there. Unless you are buying a new car they dont care much. Plus i took my s14 there to get the alarm fixed and they wanted to charge $1,500 lol

[MOOREOFSTEPHEN]

yeah they suck... I remember dealing with them once and I hated it.

In fact I shot up to the store the other day to get some parts for my car and it was a total waste of time and run by idiots.

[cartune]

hate to say this and go off topic also. since living in atlanta, i havent had much good customer service everywhere. Rare i get a good cust service. glad so-cal help u out mike.

[Sir_Alexander_Slideways]

contact chris up at regal nissan. he is the shit, best customer service, and best parts guy ever. every single nissan part i need i go through him first. i actually enjoy calling him with questions and everything. (this is all business related, i call for parts on customer cars)
Even on my own car he helps me out whenever he can, taking time out of his schedual to look some junk up for me.

[Hammerhead-i Eaglethrust]

The salespeople at mog nissan are assholes. We came in there 3 years ago wanting to buy a used 06 Maxima from them and ended up leaving completely pissed off.

A buddy of mine took his 07 Titan for service, and they flushed his transmission with one of those flushing machines. A week later the truck was dead in the water with a bad tranny. They ended up replacing it for free, but clearly stated they would not stop using the transmission flushing machine in spite of a technical bulletin from nissan saying not not to. They simply worked it out on the computer so that Nissan North America would pay for all the parts and labor. They were total assholes about the whole thing too.

[all4sho]

s14 5 lug hub part# 40200-0V210 msrp $144.12 each but you should be able to buy them for around $108.00

[babowc]

all4sho, that's correct.
$144 was the MSRP and that's what Gwinnett nissan quoted me, but they couldn't price match.
$17x was what MOG nissan quoted me and hung up.

I eventually took my business elsewhere, in California.

[s7_]

I don't go to that Nissan they just always want to sell stuff; act like complete jerks, etc...browsing cars... "you gonna buy anything today?" Like really...it's like they're running the place like a used car lot.

[babowc]

I should go up there make them process everything and just leave.. lol

---------- Post added at 06:47 PM ---------- Previous post was at 06:47 PM ----------

but then that makes me the same person as them.. so I will not.

[AFSil80]

I get all my Nissan stuff through Kelly (all4sho) and Hunter (white93gs-r) at Walsh Nissan.

Awesome prices and I always get my quote same day if I don't get it in the same phone call. I've gotten OEM CA18DET coilpacks (updated design that I wasn't even aware of), Z32 BMC, water pump, oil seals, etc.

I don't go to parts stores anymore since they (Walsh Nissan) are right at the same price range on most stuff, plus I don't buy re-manufactured parts.

Plus Mr. Walsh is cool as hell and everyone in the service department that I've dealt with seems to have some tie to racing, or a passion for motorsports.

[J Squared]

all4sho is the man, gave me a great price on my dildo knob.

[AFSil80]

Plus he has the cleanest SR swap I've ever seen.

[all4sho]

thanks peter......................kiss ass

[babowc]

I'll keep Walsh Nissan in mind next time I order some nissan parts..
I'll end up getting another hub later when I save up some more and I'll need to get small maintenance parts too.

[AFSil80]

thanks peter......................kiss ass

<3<3<3<3 you Danza!

[sutherlinparts]

I work at MOG Nissan in the parts department. I know about this particular incident. Eddie tried looking up this part, and without a VIN# there are 17 different options. Some customers with modified vehicles don't understand that it can be difficult for us to find the CORRECT part. That is important to us, and usually to the customer, getting the correct parts. We are told all the time, 'they are all the same for that vehicle, or they only offer one', eventhough we are looking at the information in front of us, which gives 20 different options (don't always specify what the options are). This makes people angry, just telling them that there is more than one option. If we order an incorrect special order part and make you keep it because we didn't have correct information, we become the bad guys. A lot of older parts are non-returnable to Nissan. If you don't keep it, we are stuck with it. We can't just order a ton of parts and hope to get the correct one. Our obsolete inventory would be out of control. We are more than happy to help any customer. We just need the proper information so that we can get you the correct part.

[Wes]

Regardless of what you need, thats no excuse for shitty customer service.

[sutherlinparts]

Agreed. However, in every situation, there are 2 sides. I hate that he felt he recieved poor customer service. I just know that we like to get our customers the correct parts, and we do care.

[Wes]

When someone at a dealership hangs up on you because you don't have a VIN for them, without explaining that there are a ton of different parts, and really regardless, you don't hang up on potential business. There's no felt to it sir, thats just shitty.

[all4sho]

really take the time to look at the numbers there are only two five lug hubs

#1 40200-0V210 NON/ABS ( old number 40200-65F50 )
#2 40200-0V010 W/ABS ( old number 40200-67F50 )

if you would take a min to really look at it, and type in some numbers you could find it

[babowc]

I work at MOG Nissan in the parts department. I know about this particular incident. Eddie tried looking up this part, and without a VIN# there are 17 different options. Some customers with modified vehicles don't understand that it can be difficult for us to find the CORRECT part. That is important to us, and usually to the customer, getting the correct parts. We are told all the time, 'they are all the same for that vehicle, or they only offer one', eventhough we are looking at the information in front of us, which gives 20 different options (don't always specify what the options are). This makes people angry, just telling them that there is more than one option. If we order an incorrect special order part and make you keep it because we didn't have correct information, we become the bad guys. A lot of older parts are non-returnable to Nissan. If you don't keep it, we are stuck with it. We can't just order a ton of parts and hope to get the correct one. Our obsolete inventory would be out of control. We are more than happy to help any customer. We just need the proper information so that we can get you the correct part.

I even offered Eddie the part #, I did not see any reason for him to be rude and unprofessional to me.

I even explained to him what the problem with the VIN# was, therefore I offered the exact part #, which is same for every nissan dealership, and/or the year, model and trim of the vehicle I was speaking of.

I do not believe there is an excuse for hanging up on me and I'm surprised I still haven't gotten a call back from the floor manager about this incident after I left a very precise and detailed message regarding what had happened.

It shows that MOG Nissan clearly does not care for it's customer service.
I am firm on the grounds that I will not ever recommend MOG Nissan to my worst enemies.

[Carter86]

^^what he said.

When I need parts for my car, i call gwinnett nissan or a dealership in california but Mall of GA nissan is only 10 min. away from my house but i will never visit you guys after that salesman treated me and my dad like crap.

[sutherlinparts]

This customer was told that there were options. That is what I mean, some people get angry because you need more information than they can provide. If someone wants to argue the information that we are provided, how are we supposed to help. Arguing with a customer isn't very professional and frankly, a waste of our time and the customers time. We have no way of telling if a hub is 5 lug or not. We only have the information that Nissan provides us with, that information is not available to us. We are well aware that a lot of customers with these modified vehicles know more about what parts from other cars will work for theirs. We are more than happy to help if we can get the neccessary information.

[Jorgen]

"I even offered Eddie the part #, I did not see any reason for him to be rude and unprofessional to me."

I went to a Nissan dealer for S14 diff bolts. They asked for a VIN.
I told them I didn't have one, that it was for the S14 chassis, and of any options the longer bolts. There was no problem.

I mean, if he told him the part #, what the hell do you need a VIN for?

[sutherlinparts]

If you offered a part number, he would never have know that there was 17 options because he would have no need to look anything up. This doesn't make sense. Why would he not want your business???

---------- Post added at 11:33 AM ---------- Previous post was at 11:29 AM ----------

It is too bad when someone has a bad experience in sales because it does affect the whole dealership. Unfortunately, I have seen this happen a lot at dealerships. Usually with some sales person who is gone the next week.

[babowc]

So...

I guess it was magic that another dealership was able to pull it up without any trouble when I asked for a 98 Nissan 240sx SE non-ABS wheel hub, right?

Even on the FSM it states 4 bolt or 5 bolt.

Need proof? Here you go:
http://i43.tinypic.com/2weig7l.jpg

btw, if I can search your system without any trouble, I don't see why a PARTS DEPARTMENT employee should have ANY difficulty. I even offered the part #, how does Eddie make excuse for that?

btw, I'm not one of those "uninformed" customers that you're speaking of.
I seem to be more qualified to work as the parts dept desk than Eddie was.

BTW, may I get your name?
I don't see why you keep trying to protect Eddie when it is clear he was completely unprofessional.


How do you even explain him hanging up on me?

[sutherlinparts]

Exactly. If he did provide a part number, as he claims, why would we have a reason to look anything up? We are here to make a living. Why would we turn away an opportunity to make money? Especially when the work is done for us. Doesn't make a whole lot of sense if he really did provide a part number.

[babowc]

lol
Ok, I see where you're getting at.

You're not believing that I offered to provide a part number.
Keep thinking that.
I'll keep thinking MOG nissan doesn't give a shit about customer service.

[all4sho]

We have no way of telling if a hub is 5 lug or not. We only have the information that Nissan provides us with, that information is not available to us.

this is a picture of FAST section 400-1 see the picture of base (4 lug) and a picture of se model (5 lug)

this is the info that nissan tells me.

[sutherlinparts]

I am defending Eddie bc I have worked for him for over 2 years and never heard any complaints before now. I'm very sorry that you felt you were treated unfairly, but the story doesn't make sense. If a part number is provided, all we would do is order it. No need to look in the catalog to tell you that options even exist. Right?

[Carter86]

shit, babowc can work at a nissan parts department and become a manager within a week. I had some problem with atlanta toyota before when i tried to buy a distributor for AE86 corolla over a phone. The employee was mad at me for not coming up with VIN# in a minute but he didnt hang up on me by saying "man, BYE!". The guy was nice enough to price match and answered my questions.

When I called Performance Nissan @ Duarte in California to order a Nismo 1.5 Way LSD, the employee didnt have any difficulty of finding my parts. He didnt ask for VIN# or parts #. He asked me what i was looking for and I said Nismo 1.5way LSD for 350z base model. After few clicks, he found the LSD. Not only that, he informed me how to install it and how to take a good care of it. I spent $860 for it but it was a good experience. A few weeks later, i bought my coilovers from the same guy and this time, I spent $1000. I simply went back to them because their customer service was awesome.

And you said something about salesperson. Hmm... that guy i tried to buy a car from didnt know anything about "Skyline R35". Try to educate your sales people then you will have a better business.

[babowc]

I don't think this guy is able to wrap his head around the existing problem or refuses to. Therefore, I will conclude that, a) he is Eddie or b) rudeness and lacking comprehension is MOG Nissan trait.

If you see what I've said so far, you would understand I OFFERED him the part #.
He refused.

If you see what I've said so far, you would understand I TOLD him the exact make, model and trim of the car which the parts would be from.
He didn't care.

If you see what I've said so far, you would understand I was hung-up on.
TWICE.

If you see what I've said so far, you wouldn't be able to look past how rude and unprofessional Eddie was.


Do you think, "Man, bye!" is a proper way to hang up on a customer looking to potentially spend money at your dealership? I don't think so. I work in retail, I know how frustrating it gets but you don't blow off steam at a potential customer.

You guys either don't get commission for your sales, or you just don't give a rats ass about how the dealership you work at does in sales.

[sutherlinparts]

I'm very sorry that you had a bad experience at our dealership. We ARE concerned about our customers. If not, we wouldn't have taken time to open an account and post a reply on your forum. We really do try and provide correct parts and good customer service. I know that a lot of our customers feel we provide this and that's why they buy form us. Just like anything else, unfortunately, you can't make everyone happy.

[Wes]

I love this thread.

[babowc]

lol
I'm not even going to argue with this guy anymore.

[sutherlinparts]

NISMO parts are a completely different catalog. You can use a VIN# to look up NISMO parts.

---------- Post added at 12:33 PM ---------- Previous post was at 12:29 PM ----------

A Skyline is not even sold in the U.S.

[Neejay]

Did I miss where sutherlinparts actually said it was WRONG of Eddie to do that? Or just "I'm sorry you had a bad experience"?

[Wes]

nismo parts are a completely different catalog. You can use a vin# to look up nismo parts.

---------- post added at 12:33 pm ---------- previous post was at 12:29 pm ----------
a skyline is not even sold in the u.s.

holy shit? Are you for serious?!?!!?

[Carter86]

ahahahaha R35 is not skyline??? you are gonna be my sig now LOL

and you didnt read correctly. The guy i talked to didnt even ask for my VIN#. I simply told him nismo 1.5 way LSD for 2004 350z base model and he didnt have any problem.

[all4sho]

You can use a VIN# to look up NISMO parts.

what Nismo part (other than the 350z Nismo) can you look up by VIN# in the FAST system or Nissan price list........................

you can't

the VIN# only tells you what the car came from the factory with nothing more.

[Casey]

I'm very sorry that you had a bad experience at our dealership. We ARE concerned about our customers. If not, we wouldn't have taken time to open an account and post a reply on your forum. We really do try and provide correct parts and good customer service. I know that a lot of our customers feel we provide this and that's why they buy form us. Just like anything else, unfortunately, you can't make everyone happy.

why dont you fix the problem then? offer mike (babowc) a coupon for future buisness / parts purchasing ect ect?

all you did was come here to defend your customer service? youre still doing a shitty job. and youre wasting his time. at this point, the only thing you can do is apologize and offer something to the customer to keep their buisness.

[S14Pow]

why dont you fix the problem then? offer mike (babowc) a coupon for future buisness / parts purchasing ect ect?

all you did was come here to defend your customer service? youre still doing a shitty job. and youre wasting his time. at this point, the only thing you can do is apologize and offer something to the customer to keep their buisness.


yah I really don't think he gets it at all lol.

[AFSil80]

unfortunately, you can't make everyone happy.

Especially if you don't make an attempt to do so!

[Unxpekt3d]

i bought my skyline from MOG Nissan and I'm very satisfied. Employee's there seem to be cocky with what they do. Car salesman was speeding in the golf cart when we were looking for cars in the lot, and was very unprofessional. He was a manager and I requested a different salesman because he ignored our questions and kept speaking on his own. I was on the back of the golf cart and felt unsafe with him speeding. Im going to spray paint that place down soon. Satisfied with the car,Not the dealership.

[MrsTurbo]

Today I called MOG nissan to inquire about an OEM S14 front hub I needed for my car..

I got transferred to the parts department and I was speaking to an individual named "Eddie" about the parts.

He requested my VIN number, so I explained to him that I have a "modification" done to my car so my VIN# wouldn't help him. Instead of politely asking me for what the part was, he proceeded rudely asking in a very unprofessional manner. This is what he said, "Man, what's the part for again? We need the VIN#." Then I explained to him again and he said he'll look it up and put me right back into the automated system.

At this point, I got a little annoyed.. instead of hanging up, I followed automated procedure again and got Eddie back on the line. I asked him what his title was and he stated he was the parts manager. Then he rudely said the part was $17x. This is when I asked why he was so rude and he said "Man, bye" and just hung up on me.


Before this, I called Gwinnett Place Nissan and spoke to a parts dept person and I politely asked if they can price match, since I would rather deal locally then having to wait for shipping from Cali (West Covina Nissan). The parts person said "No", so we had an understanding and hung up.


I have no issue with GP nissan, but Eddie at MOG nissan blew me off and just hung up on me.

From personal experience, I would not recommend MOG Nissan to my enemies. For car sales nor parts inquiries.

Call me next time you need a part from a dealer! I can get it at my employee cost! Carriage Nissan up in Gvegas, and if you need parts for a mitsu or kia also I can get those. Not that you would but if anyone else does lol

[nsanyatl]

From Parts Mgr at Gwinnett Place Nissan

Thanks my friend,***8230;***8230;.by the way***8212;I have talked with EVERYONE in this department----we will match or beat ANY LEGITIMATE PRICE ON A GENUINE NISSAN PART FROM ANYWHERE!!! PERIOD!!!



But no one remembers talking to this person***8230;



Again, thank you for the info, and if you have any idea who this person was and if they still need a hub, send them my way!!



Paul Samuelson

Parts Director

Gwinnett Place Nissan

[babowc]

Should've gotten the name of the person I spoke with at GPNissan, but I was told they couldn't price match. Whoever was on the phone asked me where I got the price from, and I told them West Covina Nissan in California.

I don't have a problem with GP Nissan, no worries.

I'll keep GP nissan in mind next time I need to get an OEM part.
thanks!