I am curious to know how your problem was resolved or if it was resolved at all? I purchased my Sensory on the 8th of MARCH (5 Months Ago) and reported issues 6 days later. My issues started out with phone connectivity problems. After several visits, phone calls and text messages to the the dealership they brought in a TSM and a DTSM to research and repair and their focusing was the AV Unit as the problem. the AV Unit was replaced just 2 weeks ago and now I am having connectivity issues with the InTouch Services. The Points of Interest (POI) are not working while "Online" with InTouch Services. While Online I get the error message "communication to the center has failed" "Would you like to continue with Offline Search" if you choose yes, the POI will populate preloaded information. The dealership simply turned the Online feature OFF and returned the vehicle to me as if they has repaired the issue. I spoke to someone with InTouch Services who told me the Telematics Communication Unit (TCU) controls the features for the InTouch Services and the TCU has to communicate with the AV Unit, if there is a problem with the AV Unit it will not communicate with the TCU to make the features work properly. The dealership has now called to tell me they need to replace the AV Unit AGAIN because there apparently was an interruption with the download of the software to the 1st AV Unit they replaced. I think the average consumer hasn't used or "played" with all the options this vehicle has to offer to know that some functions may not even work. Would love to hear more about your outcome.
It is a mild nightmare currently. After two consumer affairs cases and what they called an "arbitration," we are now working with a lawyer. In the beginning, they asked how I would like this situation resolved. I said I wanted Infiniti to repurchase the car because, at that point, we were on our second brand-new QX50 with the audiovisual unit having been replaced once already, and the issues still had not been resolved. A week or so later, I got an email from them saying that the repurchase had been approved and I would get an email with an offer shortly. A proposal was made to pay off the lease in full and reimburse us $9000, which was all of our payments up to that point. I emailed them to verify that the amount would cover the entire lease since no total was listed on the document, and I wanted to be sure the $7000 balance that was carried over from the 2021 QX50 was included. The arbitration specialist called me instead of responding via email and confirmed that the entire amount noted on the payoff letter (which I was required to supply even though it was held by Infiniti financial and they already had access to it.) would be satisfied. I agreed and returned the documents fully signed, as requested. Three days later, I received a phone call from her stating that there was a "glitch" in the calculations and that after re-calculating it, we would not receive any reimbursement for any of our payments. So, they wanted us to agree to an offer that would not reimburse us for anything. We had already made eight months of payments on the 2021 QX50, which was over $6000, plus our original down payment of $6000, nor the $7000 deficit from the 2021, which we were only given the option of "trading in" even tho they could not fix that one either so that was applied to the new lease. In addition, there would be no return of any of the $9000 in payments we had made on the 2022 QX50. So in 18 months, we had paid faithfully per our lease agreement over $27,000 for two cars that never functioned properly and, to this date, are still malfunctioning even after the second audio-visual unit was replaced this past September. Long story short, I said no and contacted a lawyer. Currently, a demand letter is being drafted, and Infiniti has 60 days to respond. I am still making payments, so I am not in breach of the contract throughout this process. However, just a note Infiniti is currently in violation of our lease contract. Both vehicles were brand new per lease requirements.
The lawyer stated that this situation is not uncommon, which is unfortunate. Also suitable to note is after the "trade-in" of the first QX50, the dealership has made no effort whatsoever to communicate with me about this problem. Only two service advisors at my original dealership discussed repairs with me and showed any interest in helping me navigate this mess. However, when I left a message that the car was acting up again in October, I received no reply and still have not. So Houston area shoppers beware of Southwest Infiniti. They have also had consumer complaints filed with The BBB. Not by me, mind you...yet. However, Sewell Infiniti did respond even though I did not buy any of my vehicles there. (they replaced the first audio-visual unit per consumer affairs recommendation to take it to another Infiniti dealership for a second opinion) Hopefully, I will have a good outcome, but this has been so incredibly frustrating, infuriating, and just plain unacceptable.
