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I wanted to share the story of our 2016 Pathfinder Platinum w/ Family Entertainment Package. We paid $39,600 for it, by the way, which I thought was a pretty darn good deal! I'll start by saying we love our Pathfinder and we love Nissan vehicles and I'm very pleased with the outcome I got dealing directly with Nissan to resolve my issue. I’ve only ever bought Nissan vehicles, except for a Ford Mustang I used to own. I’m a Nissan guy through and through! I think Nissan’s are great and will continue buying them.

I’m posting this because I was craving as much information as I could find about the process I was going through and didn’t find nearly as much as I wanted. I live in Oregon and had to research the Oregon Lemon Law to get through the process. I was a persistent pain in the ass with the dealership and with Nissan, but sometimes that’s needed! :)

So the issue was with the radio/nav unit. We bought the car in April 2016 and started experiencing intermittent issues with the radio at the end of October. It would suddenly go black and the audio would stop and the unit would reboot. Sometimes it would happen once, sometimes over and over again and sometimes not at all on a particular drive. Totally random, no predictability to it whatsoever. We were shocked when it happened because the first time it did happen it rebooted several times in a row, minutes apart. I figured they would need to replace the unit.

My wife brought it to our Nissan dealership on November 1st (visit 1) and they were unable to reproduce the issue with about 60 miles of driving. They told me the issue was likely either A) an incompatibility with one of our phones connect via Bluetooth or B) something plugged in to the outlets that was causing a short. I told that guy that he was wrong, but he explained that was what Nissan told them to tell me. So I picked up the car the next day and made sure everything was unplugged and turned the Bluetooth off on my phone. I drove out of the dealership and before I got home it started rebooting again. I grabbed my phone and started recording and narrating. I drove right back to the dealership and showed them the video (visit 2.) They called Nissan “TechLine” who advised to order a new radio, which they did.

After that we didn’t hear anything for a couple weeks. I called the dealership and they advised the head unit was cancelled because another customer came in with the same issue and they replaced the unit but it didn’t fix the issue. They said there was no known fix for the issue and hoped to give me an update when they got more info. This was unacceptable to me because the radio was unusable in this state and, even though I was happy with the good deal we got buying it, we still paid a lot of money for the model with every option. On a whim, completely not expecting a response, I emailed Nissan and told them to buy their lemon back. I actually got a response saying my request would be considered and escalated!

I got a call from a Consumer Affairs specialist, Sarah, who said they were considering my request but asked if I would take the vehicle back to the dealership so they could have a Master Technician look at the issue. Of course I agreed to that as I really just wanted the problem fixed. Like I said, we love our Pathfinder! I showed up for my appointment on November 21st (visit 3) and met Mike. Super cool guy. I drove him around, hoping the intermittent issue would present itself, and to my relief it did! He asked to take it back to the shop so they could disconnect the XM antennas from the radio, which they did. I learned from an employee at the dealership that there were 16 other customers in the US with the same issue as I had, all them between Portland and Eugene. Weird!

We took it for another test drive and I thought for sure the issue would be fixed by removing the antennas. To our surprise it happened again! We took it back to the dealership where they hooked the antennas back up and put in ANOTHER order for a new radio unit.

After not hearing anything for a couple weeks I called the dealership who looked at the order and advised it was cancelled by Nissan. I was unhappy with this and called Sarah to let her know what was going on. A week or so passed and she said my request was being escalated to an Arbitration Specialist, who was the highest level for my type of request. Another week or two passed and I heard nothing and did not have a contact for whoever was working my case, so I called Nissan Consumer Affairs to ask for an update. They told me they would request the Arbitration Specialist to call me. This was on December 12th.

I got a call from Anthony about an hour later. He advised he was handling my case. He told me that XM notified them a day or two earlier that the problem was on their end and they were working on a resolution. He said my Lemon Law request was denied based on the fact that it was an XM problem and not a Nissan problem. I told him that 1) I bought a Nissan and my Nissan is not working properly and that 2) We disconnected the XM antennas from the radio and it still had the issue. Anthony told me that the solution for now was to cancel all XM services and that would temporarily fix the issue of the rebooting radio. I called my wife and had her cancel the XM services immediately and get a confirmation number. I few hours later, when I got home and confirmed XM was cancelled, we went for a test drive with my phone in hand, recording video. The reboot happened three times on a short drive, so I sent the videos to Anthony advising the issue was still continuing and that cancelling XM did not fix it. He responded saying the dealership would need to verify this was still an issue.

I brought the Pathfinder back to my dealership on December 14th (visit 4) and showed them the videos. I was told that other customers who cancelled XM had less reboots then before, but that it was still happening to them also. I asked for a service order to be created stating that I uploaded the videos to them, which they verified was still an issue with the radio rebooting, and to note that other customers were unable to resolve the issue by cancelling XM along with the fact that there was no fix at that time to resolve the issue. I sent a copy of the new service order to Anthony. By December 21st I got an email back from Anthony advising that after checking with the “DTS” there was no repair recommendation for my issue and that a buyback or replacement would be provided under Oregon Lemon Law. Woohoo! That was great news. It felt like an eternity waiting for that resolution, but it “only” took about 2 months from the time the issue started happening to Nissan acknowledging the problem and offering a solution of buy back or replacement.

We chose the replacement option because we loved the Pathfinder. I asked for a 2017 Pathfinder comparable to ours and in a different color. The 2017 had a different radio so I felt confident that the defect would not return. Anthony said that would be no problem and that he would notify my dealer to start the process of locating and getting me a replacement. This is where things got pretty frustrating for me. The process took forever and communication was pretty lousy between the dealer and Nissan. The process was now moving at a dead snail’s pace, despite my phone calls and emails every few days.

Now we fast forward to March 10th, Pathfinder Day (as it was called in my house!) We had our appointment, set by Morley, to process the replacement vehicle that the dealership transferred in and equipped with all my accessories. Nissan was generous, because of the time it took to process all of this, and approved a couple extra accessories I asked for as well as gave me a 7 year/100,000 mile warranty for free! Pretty amazing if you ask me! I signed some papers, left my 2016 Pathfinder and drove away in my 2017 Pathfinder! It felt really weird, actually. But it was pretty sweet being in another brand new vehicle with no features and without any issues! My out of pocket expense for this replacement was $0.

This process sucked because I had to stay on everyone involved to make this happen, but in the end it was worth it! It retained my loyalty to Nissan vehicles and left us satisfied.

I have really enjoyed all the big and little changes I’ve seen between the 2016 and the 2017 (like in the 2017 they added a little light to the tray in the center console!) It is a heck of an upgrade with all the extra features, better engine ect… that the new one comes with. I will detail some of this in another post. This one is long enough now. Thanks for listening! If you have questions, please ask!
 

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Thank you for the excellent write-up, Daniel. :sigh: It serves a lesson to others to persevere when getting pushback from your dealer or Nissan.
 

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Funny that you got a new car for a crappy sat radio when others (like me!) suffer with severe CVT issues. Good on ya!! Although I am not sure I'd take a 2017 PF if they gave me one...
 

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Wow!!! Thanks for sharing and congratulations on the 2017 PF! So something similar happened to me with about 100 miles on my 2017 PF. This past weekend, during a road trip, I stopped to get gas. When I started it back up again, the infotainment display froze at the Nissan logo startup screen. Didn't matter what I did, it stayed frozen and I had no display. I started the PF (3) times thinking it would clear the issue. Finally I gave up and thought I would have to schedule a dealer visit. Fortunately the manual controls still worked so I drove for about 15 min with the Nissan logo frozen on the display when I decided to try one last time. I pulled over, turned off the PF, counted to (10) and turned the vehicle back ON. To my surprise, this time it worked and it acted as if nothing happened. Very strange. Hoping it was an isolated issue and not related to the issue you experienced (although different HUs). I'll post back if I see this again.
 

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Discussion Starter #7
Funny that you got a new car for a crappy sat radio when others (like me!) suffer with severe CVT issues. Good on ya!! Although I am not sure I'd take a 2017 PF if they gave me one...
I agree with you. It was a pretty minor issue compared to the CVT issues. But I gotta say, the 17 Platinum was everything I had wanted the 16 to be. I really love it! Great upgrade.
 

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Wow!!! Thanks for sharing and congratulations on the 2017 PF! So something similar happened to me with about 100 miles on my 2017 PF. This past weekend, during a road trip, I stopped to get gas. When I started it back up again, the infotainment display froze at the Nissan logo startup screen. Didn't matter what I did, it stayed frozen and I had no display. I started the PF (3) times thinking it would clear the issue. Finally I gave up and thought I would have to schedule a dealer visit. Fortunately the manual controls still worked so I drove for about 15 min with the Nissan logo frozen on the display when I decided to try one last time. I pulled over, turned off the PF, counted to (10) and turned the vehicle back ON. To my surprise, this time it worked and it acted as if nothing happened. Very strange. Hoping it was an isolated issue and not related to the issue you experienced (although different HUs). I'll post back if I see this again.
Definitely a different issue. Hopefully it doesn't happen again. I'd suggest doing a factory reset, but I haven't seen how to get in to the secret menu on the 17! The method that worked on my 16 doesn't work on this new radio.
 

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Definitely a different issue. Hopefully it doesn't happen again. I'd suggest doing a factory reset, but I haven't seen how to get in to the secret menu on the 17! The method that worked on my 16 doesn't work on this new radio.
Thanks! Although it doesn't work for the 2017, what was the reset method for the 2016?
 
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