Comical Leaf chat session below. At least it would be comical if it were not so sad.
It appears Nissan has given their poor live chat representatives little or no guidance on how to respond to this issue. The standard response seems to be "we understand your frustration and appreciate your patience."
I made some typo's and grammatical errors, too, but this poor representative seemed half asleep during much of the chat. I'm not sure if he was just bored or nervous about answering these kinds of queries.
Here's the chat. The names have been changed to protect the ... OK, maybe none of us are truly innocent.
Please wait while we find an agent to assist you...
EV Customer Support is currently busy. Please stand by.
You have been connected to Agent.
Agent: Thank you for contacting Nissan LEAF Customer Support, my name is Agent. How may I help you today?
Me: Has Nissan decided to address the uproar from Tier2 and Tier3 registrants as a result of their April 20th announcement that registration would reopen in Tier1 states allowing new registrants in line in front of some of the original 20,000?
Agent: What do you feels to be addressed
Me: Nissan promised at one point to deliver Leaf vehicles to the original 20,000 registrants by "summer of 2011." Now those of us in Tier3 states are being told we will be able to order in 2012 and that additional Tier1 registrants will be allow in line in front of us beginning May 1st. There has been no explanation as to the reason for this change. No apology for the delays to those of us effected. We feel that we're being treated unfairly.
Agent: Nissan appreciates your passion for this awesome car and we understand your disappointment and Nissan has made a start marketing for the Leaf in the States and the timing it will be rolled out
Me: That's it? That's the extent of Nissan's answer to this issue? That they understand my disappointment?
Agent: Sid I can appreciate your frustration for process but the sir states had the charging infrastructure for charging systems
Me: Who is Sid?
Me: I have all the charging infrastructure I need in my garage already. That's no excuse for changing their strategy without explanation.
Agent: I meant "sir' I am sorry
Agent: Outside of your home Nissan needs Dealerships that are able to support and service the vehicle and the state you live in needs to show Nissan that they have the capability to build public charging systems their state
Me: Dealers in my area already support and service Nissan Hybrids. I don't accept that it takes two years for them to prepare for the Leaf.
Me: Your own studies show that the vast majority of Leaf owners charge at their own homes. Again, these are not reasons for Nissan to change their roll-out strategy without explanation.
Agent: Once again we are sorry for your frustration and Nissan has decided to open tier1 states again and we thank you for your pacience
Me: So, in answer to my original question - Nissan has decided to address this issue by telling it's potential customers that Nissan is sorry for their frustration and thankful for their patience and nothing more. Is that correct?
Agent: I am sorry I do not have more specific information and that is Nissan marketing Strategy at this point with additional states rolling out this year and next
Me: I would ask that you make sure my frustration and the frustration of those like me are communicated as high up as possible in the management chain at Nissan. Thank you.
Agent: Before we end our conversation, I want to make sure we've addressed everything for you. Do you have any additional questions about what we discussed today?
Me: You haven't really addressed everything for me, but it's clear that you cannot address what I really need addressed, so I guess we'll leave it at that.
Agent: I hope you have a great day and thank you for contacting Nissan leaf customer support
It appears Nissan has given their poor live chat representatives little or no guidance on how to respond to this issue. The standard response seems to be "we understand your frustration and appreciate your patience."
I made some typo's and grammatical errors, too, but this poor representative seemed half asleep during much of the chat. I'm not sure if he was just bored or nervous about answering these kinds of queries.
Here's the chat. The names have been changed to protect the ... OK, maybe none of us are truly innocent.
Please wait while we find an agent to assist you...
EV Customer Support is currently busy. Please stand by.
You have been connected to Agent.
Agent: Thank you for contacting Nissan LEAF Customer Support, my name is Agent. How may I help you today?
Me: Has Nissan decided to address the uproar from Tier2 and Tier3 registrants as a result of their April 20th announcement that registration would reopen in Tier1 states allowing new registrants in line in front of some of the original 20,000?
Agent: What do you feels to be addressed
Me: Nissan promised at one point to deliver Leaf vehicles to the original 20,000 registrants by "summer of 2011." Now those of us in Tier3 states are being told we will be able to order in 2012 and that additional Tier1 registrants will be allow in line in front of us beginning May 1st. There has been no explanation as to the reason for this change. No apology for the delays to those of us effected. We feel that we're being treated unfairly.
Agent: Nissan appreciates your passion for this awesome car and we understand your disappointment and Nissan has made a start marketing for the Leaf in the States and the timing it will be rolled out
Me: That's it? That's the extent of Nissan's answer to this issue? That they understand my disappointment?
Agent: Sid I can appreciate your frustration for process but the sir states had the charging infrastructure for charging systems
Me: Who is Sid?
Me: I have all the charging infrastructure I need in my garage already. That's no excuse for changing their strategy without explanation.
Agent: I meant "sir' I am sorry
Agent: Outside of your home Nissan needs Dealerships that are able to support and service the vehicle and the state you live in needs to show Nissan that they have the capability to build public charging systems their state
Me: Dealers in my area already support and service Nissan Hybrids. I don't accept that it takes two years for them to prepare for the Leaf.
Me: Your own studies show that the vast majority of Leaf owners charge at their own homes. Again, these are not reasons for Nissan to change their roll-out strategy without explanation.
Agent: Once again we are sorry for your frustration and Nissan has decided to open tier1 states again and we thank you for your pacience
Me: So, in answer to my original question - Nissan has decided to address this issue by telling it's potential customers that Nissan is sorry for their frustration and thankful for their patience and nothing more. Is that correct?
Agent: I am sorry I do not have more specific information and that is Nissan marketing Strategy at this point with additional states rolling out this year and next
Me: I would ask that you make sure my frustration and the frustration of those like me are communicated as high up as possible in the management chain at Nissan. Thank you.
Agent: Before we end our conversation, I want to make sure we've addressed everything for you. Do you have any additional questions about what we discussed today?
Me: You haven't really addressed everything for me, but it's clear that you cannot address what I really need addressed, so I guess we'll leave it at that.
Agent: I hope you have a great day and thank you for contacting Nissan leaf customer support