phone NISSAN ROGUE 2011 1.G Consumer Safety Air Bag Information Guide

2011 NISSAN Consumer Safety & Air Bag Information Guide 15
NISSAN’S CUSTOMER CARE PROGRAM

NISSAN CARES...
Both NISSAN and your NISSAN dealer are dedicated to serving all your automotive needs.
Your complete satisfaction with your vehicle and your NISSAN dealer are our primary
concerns. Your NISSAN dealer is always available to assist you with all your automobile
service requirements.

If, however, a situation arises that you believe has not been addressed to your satisfaction,
we ask that you take the following steps:

STEP 1:
Discuss the situation with the dealership’s manager. If a problem still exists, contact the
dealership’s Consumer Affairs manager or owner. They are best equipped to resolve the
matter for you.

STEP 2:
If the concern still has not been addressed to your satisfaction, please contact our
(NISSAN’s) Consumer Affairs Department using our toll-free telephone number:

1-800-NISSAN-1 (1-800-647-7261)

The Consumer Affairs Department will ask for the following information:
ƒ Your name, address, and telephone number
ƒ Vehicle Identification Number (on dashboard)
ƒ Date of purchase
ƒ Current odometer reading
ƒ Your NISSAN dealer’s name
ƒ Details of the concern

Or, you can write to NISSAN with the above information at:
NISSAN North America, Inc.
Consumer Affairs Department
P.O. Box 685003
Franklin, TN 37068-5003

STEP 3:
In the event that you believe NISSAN has been unable to satisfactorily address the issue
with your vehicle, a special automotive complaint resolution program called BBB AUTO
LINE is available to you. The Council of Better Business Bureaus, Inc. (BBB) independently
operates the BBB AUTO LINE program.

2011 NISSAN Consumer Safety & Air Bag Information Guide 16
For information about the BBB AUTO LINE in your area, please call us (NISSAN) toll-free
at 1-800-NISSAN-1 (1-800-647-7261). We will be happy to provide you with information
about BBB AUTO LINE. Or, you may contact the BBB directly:

BBB Auto Line
Council of Better Business Bureaus, Inc.
4200 Wilson Blvd.
Arlington, VA 22203
1-800-955-5100

If you call the BBB, its staff will take down details of your complaint by telephone. They will
ask for the same information as described in Step 2.

The BBB AUTO LINE program consists of two parts: mediation and arbitration. The BBB
will attempt to assist you to resolve the problem during mediation. If a satisfactory
resolution has not been achieved during mediation, you will have the opportunity to
personally present your case before an impartial arbitrator or three-person panel. The
arbitrator(s) will make a decision after the arbitration hearing.

The BBB will, in most cases, send you a final decision within forty (40) days (plus 7 if you
have not contacted the proper person from the dealership or NISSAN) unless you delay
the process. If you accept the decision, it will be legally binding on you and NISSAN. If you
do not accept the decision, it will not be legally binding on you and NISSAN. (However, in
some states, if the decision is not accepted, it may be introduced either by you or by
NISSAN, as evidence in any potentially related court action.)

BBB AUTO LINE is an informal dispute settlement mechanism operated to comply with
applicable Federal law and regulations. In states where BBB AUTO LINE is available, you
are required to use BBB AUTO LINE before exercising rights or seeking remedies under
Title I of the Federal Magnuson-Moss Warranty Act, 15 U.S.C. §2301, et. seq. If you
choose to seek remedies other than those created by Title I of the Magnuson-Moss
Warranty Act, (for example, under state law), that Federal Act does not require you to first
use BBB AUTO LINE. The program is still available to you, however, and may be of
considerable assistance. Some states specify that informal dispute settlement mechanisms
such as BBB AUTO LINE must be used before you may file a lawsuit under state law,
and/or before you may have certain other rights or remedies available under state law. In
accordance with those states’ laws, NISSAN requires the prior use of BBB AUTO LINE in
good faith before you resort to such other processes, file a lawsuit, or seek other remedies
provided by state law. Please see the Supplement to 2011 NISSAN Warranty Information
Booklet & 2011 NISSAN Owner’s Manual for additional information.

2011 NISSAN Consumer Safety & Air Bag Information Guide 17
BBB AUTO LINE may not be available in all states. We, NISSAN, would be pleased to
provide you with information about the availability of BBB AUTO LINE in your state. Or, you
can call the BBB AUTO LINE telephone number listed on page 16.

NISSAN vehicles less than three years old from date of original delivery with fewer than
36,000 miles are eligible for the BBB AUTO LINE program.


NISSAN’S COMMITMENT
TO CUSTOMER SATISFACTION

ASSISTANCE OUTSIDE OF WARRANTY
In our continuing effort to convey our commitment to service and customer satisfaction,
NISSAN may occasionally offer to pay or reimburse for part or all of the cost of making
certain, specific repairs beyond or outside of the terms of the warranty for some specific
vehicle models. (Some states refer to such programs as “adjustment programs.”) In such
circumstances, NISSAN mails notices to all known registered owners of affected vehicles.
You may additionally inquire of your authorized NISSAN dealer or of NISSAN directly
(through the 1-800-NISSAN-1 telephone number) of the applicability of such programs to
your vehicle.

NISSAN may occasionally offer special assistance that may pay for part or all of vehicle
repairs beyond the expiration of the limited warranty period on a case-by-case basis.
Should you experience unusual difficulties with your vehicle please discuss the situation
with your dealer. If your dealer is unable to assist you, you may call the NISSAN Consumer
Affairs Department at 1-800-NISSAN-1 to discuss your concern. You will need to provide
the Model, Model Year, VIN (Vehicle Identification Number), mileage, maintenance history,
a detailed explanation of the concern and why you believe that NISSAN should be
responsible for the repair. Your request will be individually investigated and you will be
informed of NISSAN’s decision.

Please also review the Supplement to 2011 NISSAN Warranty Information
Booklet & 2011 NISSAN Owner’s Manual for important information concerning
consumer rights in your state.