After receiving a second letter from your Aftersales Director stating as part of our process of continuous improvement at Nissan, we have identified a potential safety concern ( chassis) with your Nissan Navara reg KW60HTA. Knowing that if I ignored the letter and I was involved in an accident relating to the failure of the chassis I would not have been covered by insurance I began to make arrangements for my vehicle to be inspected. This took several days as the number given immediately gave an automated message saying your call is important to us and you will be connected to our next available operator if it continued with the wait time of twenty minutes, I terminated the call and phoned back. When the wait time was as it said once eight minutes, I made the decision to wait. The music stopped and it went to a ring tone giving the possibility it will be answered, but no it went back to the music or another voice announcement saying how important my call was. This went on for several days until eventually after at least ninety minutes of phone time ( I have not received my phone bill to date to be more precise) I managed to speak to an operator and book my car in. When I collected my vehicle and I started to drive it, I immediately knew it was not running right but I could not ascertain why. The next day I noticed stains on the road outside my gravel driveway, that at the time I thought were from a delivery van. It wasn’t until I dropped someone off by their house just up the road from where I live that they asked me to go back and see the trail of fluid left on the road from my car. I was concerned that continuing to drive the vehicle that was losing so much fluid that I did not know where it was coming from could damage the vehicle. At 9.15 the following day I telephoned the Inspection Centre when I eventually got through, I was told this had to be recorded as a complaint and someone would contact me. They did and I was told it was my responsibility not Nissan to ascertain what the problem was. I explained I needed my vehicle for work and there was nothing wrong with it when it left me for recall. With Nissan taking no responsibility, I had no choice but to phone the AA. Following an inspection of my vehicle the AA recovery man thought there was a hole at the top of my fuel tank because the fluid was diesel. He arranged for me to take the vehicle to the nearest garage (six miles from my address) as it was leaking diesel on to the road which is a safety hazard for motorcyclist. He then took me to Enterprise in Bedford where the AA had arranged a hire car for me. I arrived home around 3pm and immediately phoned the complaint centre to tell them what the AA believed the issue was. I was told that I should have taken it to a Nissan garage and that Nissan would not take a diagnosis from an independent garage. Having spent six hours already either on the telephone or with the AA and having to cancel two meetings at short notice because I had no transport I was feeling extremely upset. Nissan Bedford was my nearest dealer so I felt I had no option but to do what your representative told me I should have done; as I had an extremely busy work load and I needed my vehicle road worthy. I rang a nearby neighbour to ask them if they could me to the local garage so I could pick my car up and take me to Nissan if I imbursed them for their time and use of their vehicle. By the time we arrived at the Nissan Garage it was approximately 16.45. I admit I was extremely worried about the amount of valuable time I had wasted, frustrated that no one seemed to care and not having the opportunity to eat during the day, I was feeling mentally and physically exhausted. When asked by the assistant if they could help, I put my car keys on the counter with the recall letter and said’ I need someone to look at my vehicle, it is leaking diesel since the recall and I cannot drive it.’ They asked me to sit down while they went to speak to two other members of staff. After a few minutes one of the staff returned and said, words to the effect ‘we did not do you vehicle, we are not responsible.’ I said, ‘I know, but I have been told to take it to my nearest Nissan Garage.’ The response again to the effect of ‘ we are not a Nissen Garage it is not our responsibility you have to book it in as a break down and it will be called in, in about two weeks.’ When I pointed to the Nissan sign above my head and to all the Nissan vehicles on the forecourt I was told again they were not an Nissen garage Knowing that this was not my fault and certainly not a break down as well as the urgency to have a car for my work commitments (the hire care had to be retuned the next day) I was beside myself crying and pleading that they at least looked at it as I could not legally drive it. I could have been reported for driving a vehicle in a dangerous condition and well as being a dangerous hazard to other road users. I was given my keys and told to leave the showroom and not return. I refused to take them saying I cannot drive my vehicle and walked out to my neighbour’s car. To which point one of the staff walked from the showroom with my keys in her hand in a patronising way and gave them to the driver telling me that I had to move my vehicle, or they would get it removed from their forecourt. I could not believe their customer car. If they had said sorry but we are unable to help, lets us see what we can do to help your situation or sit down have a coffee and let’s start again, instead they said I was aggressive, but as I said I was extremely upset, frustrated that no one would listen and well as feeling physically tired and mentally drained from the whole experience. I was pleading but I was not aggressive. Not knowing what to do I phoned Steve from the Nissan Garage in Kettering who I had been speaking to earlier in the day when I was booking another Nissan in for recall. Steve throughout the day had been really supportive and his customer care helped me resolve the issue. He arranged for me to take my vehicle in to his workshop the following day and by the next day ascertained that the fuel pipe had not been connected properly hence the loss of diesel when I was driving. I absolutely love my vehicle, so I was very extremely reluctant to allow someone else to drive the one hundred and seventy-nine miles on the recall. To find out it could have been seen to at Kettering was again disappointing especially as since it has returned it does not drive the same. Something I can never prove but I knew my vehicle and how it handled. When I contacted the complaints centre to inform them the fuel pipe had not been connected, I asked if I would be compensated for the experience I had just been through. I was told they could offer me half a tank of diesel as it was my choice to return the vehicle on recall as this was a good will gesture. When I explained that at no time was, I give a choice as on the two letters I received it states ‘we have identified a potential safety concern. If I had not acted on the recall and I was involved in an accident especially if I was going to use it for towing, then I would not have been covered by my insurance. Again, I was told it was just a good will gesture by Nissan. When I was booking my vehicle in and expressing my concerns that it had to be driven by someone else not once did the representative say, it was a good will gesture and I did not have to book it in for recall. I was not looking for more than I deserved but half a tank of diesel did not cover: • The cost of the telephone calls I had to make to resolve the issue: • The loss of two days work and having to cancel three important meetings at short notice • A fee of £21.00 towards the hire car • £35 to pay for my neighbour to drive me ninety-four miles over two days • The loss of diesel from my car from the pipe that was not connected correctly • The cost of diesel to cover the sixty miles driving it to and from the three garages to get it resolved. This letter was sent to the Director Alex Smith - I was only asking for £200 to cover all my expenses, my time and the awful experience - the result submit your receipts - They really did not get it. More of my times and no concern for the time I wasted and the experience I had.