INFINITI of Northern Kentucky - Service Center

kpalexan responded

Daryle, Thanks for reaching out. Please consider the following to better understand my statement. My 2014 Infiniti Q50 Premium is probably worth $12,000 - $14,000 dollars per Kelly Blue Book. My cost for repairs of these well-known issues was completed as follows. Gps Navigation System Part Number: 28387-4HB0C Invoice: $2,199.95 Labor: $431.20 However, I could have purchased the exact same part online from an Infiniti dealer for nearly $840.00 less. See below. MSRP List Price: $2,200.23 Online Infiniti Parts Price: $1,355.34 https://www.infinitioforlandparkparts.com/p/infiniti__Q50/Gps-Navigation-System/89575634/28387-4HB0C.html I realize your labor rates are probably comparable to other dealerships, which are likely higher than most local mechanics, but that’s typical and understandable. I also realize that part required programming using a Consult device, which is a Nissan unit. I could have performed the replacement myself, but still would have needed the programming done by a dealer or other mechanic with a Consult device. As you can see, I actually received a discount of $0.28 when the markup is obviously considerably higher. That’s after me expressing concern over the initial estimate, which was about $600.00 higher, for some reason. To make matters worse, my rear parking assist camera image is inverted, which is another well known issue with this car. In my opinion, this is also a huge safety issue. When I inquired about repairing this part, I was given an estimate of $689.00 with no labor charge. The part itself (28442-4GA0A) has a list price of $811.65, but again can be purchased online for only $428.55. I ended up purchasing and replacing this part myself in less than one hour. As an avid Infiniti fan previously owning a 2004 G35x, which was also plagued by electronics issues, spending 15-20% of the value of the Q50 to replace a single faulty electronic device is a difficult pill to swallow. However, it’s not something I could live without since it impacts all climate, audio and drive mode controls. After replacement and reprogramming of the GPS unit on my car, I still do not have any Navigation functionality. I’ve already reached out to Stefan, who recommended I return the car for further diagnosis. Since there are no loaner vehicles available, I need to schedule this appointment for a future date. I’m passionate about my vehicles and regularly post honest reviews of my experiences. I would love to have reported a better experience at Infiniti, but you can certainly see the reasons for my assessment that the cost of repairs was excessive in this instance. Given these are both longstanding issues with this vehicle and should have been a manufacturer recall, I certainly expected a much lower out-of-pocket cost. I’d be happy to discuss this with you via phone or in person if you’d like. Sincerely, Kevin Alexander

INFINITI of Northern Kentucky responded

Kevin, Appreciate the additional info and was able to review in our DMS and remember Stefan asking that day what I could do to help you at the dealer level. The part you referenced above is more than likely an accidentally ordered part on that dealer shelf and is being sold below dealer invoice cost on that part as I have access to the parts catalog as well. It also references a 338.86 additional discount is factored into that price "with account" when placed in cart, unsure what they are referencing by that. When I google this part number average price is 1700-1900 with discount from MSRP. Each dealer is individually owned and sets their pricing which is what comes up in our DMS and we try to be as transparent as we can with providing full estimate parts/labor/shop supplies/tax included in our system prior to repairs. I do understand these are common issues as every vehicle does have them in all makes and models but is a large cost when you are justifying based on retail value. Stefan did advise you to reach out to corporate customer care to see if some assistance on the repair cost in the form of goodwill as the vehicle is outside my goodwill parameters by time at dealer level. He did get with me after he was informed by you they were unwilling to assist in this case and asked if I could help with parts pricing. I did lower the price originally quoted to MSRP pricing to do what I thought was helping you out and did the same on the backup camera below MSRP when he asked me on that. I apologize if it was not taken in this way, as us helping you as an independent dealer to assist you out after the manufacture would not. Yes everything can be had for cheaper prices I'm not blind to that fact either. You pointed out about the Consult scan tools for programming and yes they are pricey as well, just purchased the two new ones required by the manufacture to replace my 2 three year old units to the tune of 10k dollars. If you feel some further reimbursement is warranted or recall should be in place the consumer affairs Nissan/Infiniti Line at 1-800-662-6200 are the only ones that can make those calls and I assume is the number you called originally. If this is not the case or I misunderstood when Stefan asked me on this and I can assist in this any further please let me know. Thank you . -Daryle

INFINITI of Northern Kentucky responded

Michael, Thank you for your feedback . This is how we continual improve. If you have further feedback and insight , I would love to hear. An hour and half for oil change and hand wash/vacuum is average timing. If these items did not occur or ball was dropped in anyway please let me know. I appreciate the kind words about our employees we do try our best to be great !! Daryle Morris daryle@infinitinky.com

INFINITI of Northern Kentucky responded

Brent, Thanks for taking the time to speak with me this morning. As we discussed we will be happy to pick your vehicle up and drop back off to your house when performing service , but loaners are first come first serve so cannot guarantee one with every pickup as with many manufactures we are no different in backorder electronic parts putting vehicles undrivable so currently have had them all out for many weeks with none returned yet. We are working diligently to add more to the fleet when inventory becomes available again as this has been a tough year for dealers and getting inventory. We also talked about the issues with your first service visit and credit which was applied to this visit for a N/C oil and filter change and tire rotation. We are working on improving processes and staff to give the ultimate customer experience. Again thanks for talking to me today and relaying your frustrations. I really do appreciate your time and have a great day. Daryle Morris- Service Manager