[sj08054]

Noticed a small crack on driver side windshield the other day so called dealer.


Made it in to dealer today and manager and service guy argued that it's something on glass that can be clean off. They want to give it a shot so I said go ahead but I am pretty sure it's a crack.


They pulled the car in and came back later and told me that it's a scratch. I disagree and feel it's a crack (not from the outside but inside). They asked me if I hit it with something. I told them it's pretty hard since it is right above the dash. I told them if they want to do a blame game, then it could be that the person who put the inspection sticker on caused it.


In any case, they wanted to put a case in to Infiniti to have windshield replaced. I told them that is unacceptable for a brand new car. If it came from the factory this way, it's defective. I want a replacement car. Am I being unreasonable? Service advisor asked me if I would have a problem with a replacement windshield if it was cracked by a rock. Told him that's a completely different situation. One is wear/tear and the other is defective (he calls it flaws).


In any case, I call Infiniti Customer Relation and opened up a case.


I must say, so far.. I've been very un-impressed with the quality of the Infiniti product. I see a few bad paint on the vehicle when I washed it for the first time but that's being too nick pick. I told them crack windshield is an issue for me.

 

[mattreading22]

Not every dealership is the same, so keep that in mind. Some dealerships take pride in customer service and make sure cars are on point before they are delivered, so it is not Infiniti as a whole. It is hard to tell from the picture, but it doesn't really look like a crack. What would be the issue if it was replaced with a brand new one? A scratch/crack has nothing to do with the product being defective. There are instances when cars get dents or cracks when they are transported, and this is with every single brand. Also, I highly doubt you will be able to get a new car for this reason, even with Infiniti. If it did happen, it will take quite a long time. I would personally have them replace the glass and fix the paint because it is something they are supposed to be doing anyways if there is damage. Hope this helps!

 

[sj08054]

What concerns me is that it's not a clean line. Looks to be some impact at the bottom. Remember, this is in the inside. You can only feel it from the inside and based on the location, it may be damaged from assembly.


What's wrong with a replacement windshield? Lots of. I don't want a replacement windshield on a brand new car. Even if the dealership replacing it with is supposed to be OEM, it's not original.


About 12 years ago. I purchased a brand new Acura. A few weeks later. I noticed that the seat bubbled and was quite ugly. I took it to the dealer and they agreed that it should not look like a 1 year old seat. They scheduled an appointment and fixed it. What I found out when I pick up the car was that they wrapped the seat with new leather and they did a piss poor job of stretching it. I complained and they tried it once more but unable to do it like it come from a new car. A local regional rep was contacted and came out to take the look. How did they solved my problem? They took a seat from a brand new car and swapped it into mine. Problem solved.


Let me ask you this. If you are about to pick up your brand new car and they tell you that as part of the disclosure, the windshield was replaced. Would you take the car?

 

[mattreading22]

I am just letting you know that a scratched/cracked window will not be considered as a lemon, so they will not replace the vehicle. There are times when there is lot or transportation damage, so yes, replacing it with OEM parts is what they do. I have seen a damaged bumper, and they ordered a new one and put it on. Like I said, the dealership is what will make the difference. If you are going to one that will not fix your vehicle, pick a different one that will. You can try and make a case, I am just trying to save you a headache. I would say if you can have them replace everything, go ahead and do it. If they will not help you at all, making a case may be your only option. A good Sales Consultant should be helping you to get things figured out. Also, having a glass specialist look at it will tell you more in depth as to whether it is a crack or a scratch.

 

[Rooster]

Let me ask you this. If you are about to pick up your brand new car and they tell you that as part of the disclosure, the windshield was replaced. Would you take the car?

Yes, that has no impact on vehicle value, and it doesn't effect the new car warranty. It's easy to replace a windshield.

 

[Thorin78]

Yes, that has no impact on vehicle value, and it doesn't effect the new car warranty. It's easy to replace a windshield.

I agree with Rooster. My wife's Mini had a window that was broken when it landed at port. They replaced it and we took the car without issue. It doesn't affect any mechanical parts of the car which is quite important to the driving. I think letting them replace the glass is perfectly normal.

On the Acura thing, I doubt it was the dealer that replaced the leather, they probably sent it out. I don't know many dealers that get into upholstery.

 

[Bocaowner]

This happened to me with my Lexus. Brought in brand new car and they returned it to me with a crack. They put in new windshield and frankly it was way better than the original. I would let them do it but make sure they don't mess anything else yo. Inspect the seals and make sure it all looks fine before leaving the dealer

 

[sj08054]

This happened to me with my Lexus. Brought in brand new car and they returned it to me with a crack. They put in new windshield and frankly it was way better than the original. I would let them do it but make sure they don't mess anything else yo. Inspect the seals and make sure it all looks fine before leaving the dealer

That is my concern with the replacement. Seals and safety function such as the LDW. I like to trust that the service department does it correctly but in the darn age, people don't have pride in their work anymore.


I don't disagree that dealership makes a difference in customer service. So far, this is strike 2 for this company. They have multiples brand vehicle and I had bad experience at their BMW dealership.


Will find out what Infiniti say today.

 

[bsnguy]

Keep in mind that if that scratch was on there from the factory, the factory people also "don't take pride in their work."

It is perfectly reasonable to expect a new car without such a problem, so let the dealer/Infiniti make it right. I think if you hold out for "I get a new car our I'll never be happy" then you likely will not be happy. And, yes, a good dealer should make you happy through this process. I would let Infiniti know if this dealer is not doing so as that might help you down the road if problems arise due to the dealer's issues.

As an aside, a good dealer would be yelling at Infiniti for you and then making sure whatever the resolution is works perfectly. It is their responsibility to both explain things to you, and work with you, and to let Infiniti know they put the dealer, and the customer, in a bad spot. I find many dealers do the opposite; they refuse to call the corporate entity and spend any time looking for a resolution. Maybe they fear some sort of retribution or something, but as an owner of a company that has dealers (not cars) I can tell you I want to know about every issue a dealer has that's caused by me! I can fix those and help everybody. But when I'm kept in the dark by my dealers, small issues turn into big ones, often.

 

[InfinitiFan]

Another reason why if I live somewhere that has a few dealers I can choose from, i keep that in mind if my experience at one is bad.

 

[sj08054]

Just an update.


Infiniti relation closed my initial case by accident. They re-opened it when I didn't get a status. They are working with the retailer via the warranty department and decided to replace the windshield. Service department called and asked me if I wanted to proceed and they will order the windshield.


Is there a difference in windshield if I have the camera package? I think I read it somewhere that it's a different glass. Is that true?

 

[FMVVEm]

I have the same problem

I just notice a crack from the front windshield two days ago. It is not a scratch, as the line is very smooth and no sign of irregular edge. It extends from the bottom to the mid and I suspect QX60 has a defective design that caused this. If this is true, then a call-back should be issued. It is not safe to drive!

 

[mattreading22]

I have not heard of windshields cracking for no reason. Did you have a small rock chip or anything like that? You can give it a shot with your dealer, but I am not sure what they will say because this is not a known issues, or one that I have heard/seen a lot of. Keep everyone updated!

 

[FMVVEm]

I have not heard of windshields cracking for no reason. Did you have a small rock chip or anything like that? You can give it a shot with your dealer, but I am not sure what they will say because this is not a known issues, or one that I have heard/seen a lot of. Keep everyone updated!

As I said, although I am not an auto tech but an Emerg doc, if it is hit by a small chip, the pattern would be an irregular edge. It is like a fracture of your tibia, it will be irregular. I wonder if it due to the windshield does not fit the frame to cause too much pressure on the windshield or it is due to quality issue of the windshield itself such that temperature changes made it broke.

 

[avishal26]

..........

Is there a difference in windshield if I have the camera package? I think I read it somewhere that it's a different glass. Is that true?

I assume you mean the lane departure warning system when you say 'camera package'. There is a difference but not in the glass itself. I think it has to do with providing the sensors a clear path for measurement. My understanding is that it is simply a cutout in the tint at the top of the glass haha but I think it is actually slightly more than that.

It is more than twice as much to get a windshield for your QX60 if you have lane departure system.

 

[mattreading22]

As I said, although I am not an auto tech but an Emerg doc, if it is hit by a small chip, the pattern would be an irregular edge. It is like a fracture of your tibia, it will be irregular. I wonder if it due to the windshield does not fit the frame to cause too much pressure on the windshield or it is due to quality issue of the windshield itself such that temperature changes made it broke.

I completely understand, but I have not heard of this happening to anyone else unless it comes cracked from the factory on transport. So I would say there is no factory malfunction that causes these to break due to pressure or temperature. You can always ask your dealer though if they will replace. Who knows, you might get lucky.

 

[FMVVEm]

I completely understand, but I have not heard of this happening to anyone else unless it comes cracked from the factory on transport. So I would say there is no factory malfunction that causes these to break due to pressure or temperature. You can always ask your dealer though if they will replace. Who knows, you might get lucky.

I was at the dealer today and the manager actually was able to find a tiny impact point with the tip of his pen at an area very close to the bottom of the windshield. I had windshield chip cracks on my GLK before so I know what it usually looks like but I guess tiny chip can happen as well. I guess this is the cause of the crack...

 

[mattreading22]

Thank you for the update!

 

[tiredofinifnitiissues]

New 2014 Windshield issue

Hi All,

Same issue here. It has not even been 5months, I gave the car to the dealer for service in Jan and I find a crack 2-3 weeks later in my front windshield. They were fixing my car as the dashboard was separating(right above the center vents) from the infotainment center. Couldn't they have cracked it while fixing the that? And guess what the dashboard crack still shows and not plush as a brand new Infinix QX60.

This is so frustrating. Why should i pay $1000(insurance deductible) for defective part or something they might have messed up on?

Infiniti Quality is horrible. I am so unhappy and dissatisfied with my Infiniti purchase. I don't know how they get the awards on quality with such issues.

Guess what here is the list of issues I have seen in the 1st 5 months alone:
1) Dashboard separating from Infotainment center
2) Creaking sound(and now they have fixed it, the moon roof glass is some cheap part) as now when the rain hits the car, it like rocks falling on the car....this is so annoying
3) Within the 1st couple of months they found a bad speaker moulding which horrible on the sound quality of the system
4) Now there is a clicking sound on the right front of the car when the car is sitting idle and AC is on. Since it is not reproduceable, they said it is NOT AN ISSUE!!!
5) The front grill and top of the roof where the front windshield meets has weird discoloring marks in the form of a sine wave. It is as if they have use cheap paint
6) I just picked up my car from dealership yesterday and NOW they have put 6-7 scratches/dents on the car (I took the video while the service person and service manager was there)
7) I am going legal, this is so frustrating and painful....LUXURY CAR? WHAT A JOKE!!!!!

.....and the problems continue....everytime I take it to the dealership more issues come out.

I am just so fed up with going back and forth to the dealership that I just want to return the car the move on.

AAAAAAAARRRRRRGGGGGGGHHHHHH!!!!!

tiredofinfinitiissues

 

[nismosr]

Hi All,

Same issue here. It has not even been 5months, I gave the car to the dealer for service in Jan and I find a crack 2-3 weeks later in my front windshield. They were fixing my car as the dashboard was separating(right above the center vents) from the infotainment center. Couldn't they have cracked it while fixing the that? And guess what the dashboard crack still shows and not plush as a brand new Infinix QX60.

This is so frustrating. Why should i pay $1000(insurance deductible) for defective part or something they might have messed up on?

Infiniti Quality is horrible. I am so unhappy and dissatisfied with my Infiniti purchase. I don't know how they get the awards on quality with such issues.

Guess what here is the list of issues I have seen in the 1st 5 months alone:
1) Dashboard separating from Infotainment center
2) Creaking sound(and now they have fixed it, the moon roof glass is some cheap part) as now when the rain hits the car, it like rocks falling on the car....this is so annoying
3) Within the 1st couple of months they found a bad speaker moulding which horrible on the sound quality of the system
4) Now there is a clicking sound on the right front of the car when the car is sitting idle and AC is on. Since it is not reproduceable, they said it is NOT AN ISSUE!!!
5) The front grill and top of the roof where the front windshield meets has weird discoloring marks in the form of a sine wave. It is as if they have use cheap paint
6) I just picked up my car from dealership yesterday and NOW they have put 6-7 scratches/dents on the car (I took the video while the service person and service manager was there)
7) I am going legal, this is so frustrating and painful....LUXURY CAR? WHAT A JOKE!!!!!

.....and the problems continue....everytime I take it to the dealership more issues come out.

I am just so fed up with going back and forth to the dealership that I just want to return the car the move on.

AAAAAAAARRRRRRGGGGGGGHHHHHH!!!!!

tiredofinfinitiissues

did you find out what was causing the creaking sound ? I have 2 week old qx60 and taking it back this wednesday because of rattling noise when you hit 40+mph and you can hear it too even when the radio is on ,it's really annoying specially on a long drive.