I regret having to bring this matter directly to your attention. Unfortunately, the service I have received from Lookers Carlisle has fallen significantly short of my expectations.In November 2021, I leased a Qashqai Tekna from your dealership. The lease setup process was fraught with issues, which I will not detail again here.After receiving the vehicle, I continued to experience several problems throughout 2022. On one occasion, when Lookers Carlisle could not provide a solution, I resolved the issue myself and informed your team of the correct procedure.One problem involved the rear passenger window, which would not open either using the window’s switch or the driver’s master control. I was assured this had been fixed by Lookers Carlisle in October 2022.Because only my husband and I use the car, the back windows are never operated. However, during a recall appointment at Nissan Stirling in January 2026, a health check revealed that the same rear window still did not open. I now have no way of knowing if the problem was ever rectified.The health check also indicated that the SOS light was red. I was previously unaware of this feature, and if it has ever been triggered, I have never received any related call or communication.I called Nissan Carlisle and left a message for Guy, the General Manager, to contact me. After two days without a response, I called again and was connected to him. There was no acknowledgement of my previous call or any apology. He seemed unaware of the issue I had raised and, and throughout our conversation, his manner was dismissive, argumentative, and rude.When I explained the window issue, he told me it was a common problem in Nissans, but said it would not be resolved as the warranty had expired. I pointed out that, since I had not used the back window, I could not confirm if it had ever been properly repaired. I would also like to mention that, under the Consumer Rights Act 2015, if a product fails outside of its warranty but would be reasonably expected to last longer, consumers are protected. Goods should be durable, fit for purpose, and of satisfactory quality.This principle should also apply to the SOS button, as I have no idea when the red light first appeared.Neither of these issues are down to wear and tear and should have been expected to last longer than they have.Having contacted Nissan, Lookers Carlisle have apparently said that the vehicle needs to be taken in and diagnostics done. They have stated that if the diagnostics indicate that the window was not sorted correctly previously then I shall not have to pay for the diagnostic test. I find this very unethical on several points :-I have no evidence of what was apparently done in previous repair. No written report from the repair being done in October 2022 (Nissan have confirmed they can see a repair was completed)There is no truly independent person to validate that the error now is not the same as the error before.I have absolutely no trust or confidence in Looker Carlisle to act in an honest trustworthy manner.I ask that this is looked into with a view to Lookers rectifying the situation.My lease concludes in November of this year. Having purchased my last three vehicles from Nissan Carlisle, I am deeply disappointed by the consistently poor service I have received since 2021. Regrettably, I will be seeking another manufacturer in the future.

Qashqai tailgate unable to open,contacted Lookers Carlisle,informed that I would have to pay £150 for a Diagnostic Check even though I purchased an Extended Warranty when I purchased the car in August 2025. I was not informed that this charge would occur when I purchased the warranty, does this charge apply each time that a problem occurs with the car.This is not the first time that I have had cause to complain about the after sales service I received from Lookers Nissan Carlisle.The bottom line is the tailgate refuses to open , why do I need a Diagnostic Check , not a happy customer.

From: COLIN BRYERS [colincampbellbryers@gmail.com]> > > > Sent: 08/12/2025 09:18> > > > To: gb@nissan-services.eu> > > > Subject: Additional information FAO Siohban> > > >> > > > Hi Shiohban. Further to my email this morning, I want to hear that> you> > > have> > > > spoken to Mark Butler in Newcastle to hear his views on the> situation,> > as> > > > it seems to date that whatever Dougie at Carlisle tells the team at> > > > Nissan, is believed, despite him not even telling his own line> manager> > > > about the blocked EGR. I also want proof that you have seen the> > > > photographic evidence. Mark is the only one I can trust and cannot> > praise> > > > him enough in the way he has helped in this matter, and what I would> > have> > > > expected from day one. Regards. Colin> > > >> > > >> > On Mon, 8 Dec 2025, 16:43 Nissan GB,wrote:> > >> > > > Good Afternoon Colin,> > > >> > > > Thank you for your emails and I hope you're well. I apologise for the> > > > delay in my response.> > > >> > > > I had tried to get in touch with Mark but couldn't reach him over the> > > > phone so I popped him an email however he had just referred me back> to> > > Guy> > > > in Carlisle. I was speaking with Guy on Friday but will follow up> with> > > him> > > > in the morning to understand what was said in their meeting today.> > > >> > > > I am eager to get this issue resolved for you. If Mark would be> willing> > > to> > > > help he is more than welcome to contact me to set up a call. Would it> > be> > > > possible that he would be willing to take your vehicle to Newcastle> and> > > > complete the repairs?> > > >> > > > I look forward to hearing from you.> > > >> > > > Kind Regards,> > > >> > > >> > > > [image: logo]> > > >> > > > *Siobhan*> > > > Managing Director's Team> > > > Nissan Motor (GB) Limited> > From: COLIN BRYERS [colincampbellbryers@gmail.com]> > > Sent: 15/12/2025 17:22> > > To: gb@nissan-services.eu> > > Subject: Re: Nissan Customer Service Case No. 02651193> > >> > > Hi Siohban. Following on from my last email, could you try now to speak> > to> > > Mark, he is available and it is so important that you get his honest> > view.> > > Colin> From: COLIN BRYERS [colincampbellbryers@gmail.com]> > Sent: 15/12/2025 18:17> > To: gb@nissan-services.eu> > Subject: Re: Nissan Customer Service Case No. 02651193> >> > Hi Siohban. I've just forwarded this to Mark's mobile. Due to the time it> > looks like it's going to be tomorrow. Unfortunately seems to be a Lookers> > thing as it's easier getting through to MI5 than a Lookers dealership.> > Hopefully you'll get to speak to him as he is the only lifeline we have.> > Colin> >> > On Mon, 15 Dec 2025, 17:00 Nissan GB,wrote:> >> > > Hi Colin,> > >> > > Since your email at 16:43 I have tried to get in touch with Mark> throught> > > the number we have on file and also through the main line of the> > dealership> > > 4 different times and not once has anybody picked up the phone. If you> > have> > > another number I could try I would be happy to try.> > >> > > Kind Regards,> > >> > >> > >> > > [image: logo]> > >> > > *Siobhan*> > > Managing Director's Team> > > Nissan Motor (GB) Limited> > > Opening Hours Mon-Fri: 08:00 to 18:00> > > Telephone: 0330 123 1231> > > Contact Customer Services : Click here---------- Forwarded message ---------From: COLIN BRYERSDate: Sun, 1 Mar 2026, 11:44Subject: Re: Nissan Customer Service Case No. 02651193 [ ref:!00Db00Hg9Z.!500MI0bBuCv:ref ]To: Nissan GBHi Siohban. It is now over two weeks since I had any contact from Guy, and that was simply to say that he had started the vehicle ( probably doing more damage as the fuel in it is now 6 months old ) we have absolutely no idea where we are at with this, and having had no reply to my last email to yourself have been left with no option to pass this on to the Motor Ombudsman to investigate. The situation, had it been dealt with properly in the first place would have meant we would have been without our vehicle for a day or two at most, whilst the blocked EGR valve was cleaned. Lookers are fully aware of this, yet failed on 3 occasions to diagnose the problem, resulting in untold damage to the engine. I have countless emails from yourself blaming Lookers and considerably less from Lookers, but in those they are blaming Nissan UK, yet despite all this I have absolutely no idea what is happening apart from our vehicle having been sat, come next Monday for 6 months !!! It would seem the only way this will be escalated is via the motoring press. We are absolutely disgusted with Nissan UK, and even more disgusted with the way Lookers have silenced the one person who decided in the interests of customer relations, to speak out in our defence. I want an answer. Colin BryersOn Mon, 12 Jan 2026, 12:47 Nissan GB,wrote:Hi Colin,I assure you we are working towards a resolution here with Lookers Carlisle. I will try Mark once more however my main focus is trying to get the correct and updated claim submitted by Guy.Kind regards,SiobhanManaging Director's TeamNissan Motor (GB) LimitedOpening Hours Mon-Fri: 08:00 to 18:00Telephone: 0330 123 1231Contact Customer Services : Click here

Fault with car. Text was supposed to happen. Then manager would phone. Non of above happened.

My vehicle was taken to Nissan Carlisle on Friday 30/01/2026 at 7pm following a call out to RAC as the auxiliary battery has suddenly died and the whole system went into alarm and lock mode, it was left at the barrier and the key and letter of explanation was posted in their letter box asking someone to contact me asap, the vehicle was purchased from this garage on 13/10/2025 and first registered 30/03/2024. Nobody phoned me on Saturday and as I got no reply from the service number I called the sales team and they advised it would not be touched until Monday 02/02/2926 as the service department was closed. I received no calls on the Monday by lunchtime and I tried 4 times to call the service department and none were answered, i finally called the sales again and asked them to email the service manager to get him to call me, this morning I tried to call twice after 8.30am, one call got answered and I was put through to a gentleman at central office, he said he would email the service department and apologised for the inconvenience. Finally at 9.10am this morning 03/02/2026 I received a call from the service department asking me what I wanted, I told her to progress my car and she said it had been pushed into the yard and they would try and see it this week but would definitely deal with it by the end of the month, I was not offered a courtesy car or any reason why no one had contacted me. I am in a position to be without the car for that length of time, it is under warranty and surely someone can deal with a vehicle recovery sooner than that. The service and communication from them is appalling and although the next nearest Nissan garage is 87 miles from my home in Glasgow that will be the one I will deal with in future, I don’t believe I will get any further progress reports until the vehicle is ready for collection and god knows when that will be. A very unsatisfied customer.

Hugo, made us feel comfortable and relaxed, showed us what was on offer without any hard sell.Great experience.

My complaint is with regards to a used vehicle purchased, and how the vehicle quality has been assessed.

You keep contacting me to advise my car needs a service. I no longer have the vehicle, yet there's no option on your emails to cease contact, and getting an email address for the branch is impossible.Please remove my details from your systemDV72 FEGStuart SmithOnce removed, please confirm that you have done so.

Dear Customer Relations / Branch Manager,I am writing to raise a formal complaint regarding my experience following the purchase of my vehicle from Lookers Nissan Carlisle.After purchasing the car, I noticed several issues, including:• The passenger-side heated seat not working• Rear windows not functioning properly• Problems with the radio frequently losing connectivityDue to personal family matters at the time, I did not address these faults immediately. However, I was under the clear impression when leaving the showroom that the car had been thoroughly inspected and was in full working order.Less than six months after purchase, the orange engine light appeared, followed shortly by the red warning light. I brought the car into the showroom and left it for diagnostic testing. I was later informed that repairs were required, with an estimated cost of around £500. I explained that I had purchased the extended warranty, but was told the repairs were not covered.When I questioned this and explained my concerns—given that I had not owned the vehicle long—I was told, quite bluntly, that it was my fault for not driving enough miles and for choosing a diesel car. I found this response patronising and unprofessional.Due to this experience, I took the vehicle to another trusted dealership for a second opinion. This garage is one of only two in Carlisle with the correct technology to carry out a full regeneration and advanced diagnostics on a Nissan vehicle. Their inspection identified multiple faults, resulting in an additional cost of £800 to myself. I was advised that, considering the age and mileage of the vehicle, these issues should not have been present.Only two weeks later, the same warning light appeared again. I returned to Nissan Carlisle for assistance, but once more, I was not offered a courtesy car—only a lift home, which we declined. When I explained the previous situation, the same adviser questioned the legitimacy of the diagnostics carried out by the other garage, claiming “no such thing exists.” I have since confirmed with a professional that this diagnostic method is valid and more in-depth than the one previously performed by Nissan Carlisle.I later contacted the dealership after receiving no update, and was told the car required a regeneration at a cost of £148, as the previous garage had not performed a full one. I explained that I was not happy to pay this, as I believe the vehicle was not fit for sale at the time of purchase.Additionally, I found the adviser’s tone again dismissive, implying that the problems were due to my driving habits—specifically questioning whether I only drive locally and suggesting the issues were my fault for not doing enough long journeys. At no point during the sales process was I informed that the vehicle would require regular long drives to remain in good condition or that it was unsuitable for mainly town driving. Had this been made clear, I would not have purchased the car. I have had to change my driving habits to keep the car in full running order.This situation has now left me without a vehicle for the second time, causing significant inconvenience to both myself and my family. The car has therefore not only been mis-sold for my intended use, but it was also sold with existing faults that have resulted in ongoing expense, frustration, and disruption.I am willing to work with you to reach a fair and reasonable solution to this matter before I escalate my complaint further. Please acknowledge receipt of this letter and confirm how you intend to resolve the situation.Yours sincerely,Diane Forrester7 Falcon MewsCarlisleCumbria07988671323

I would like someone to take ownership of this issue before I have no option than to take legal action. Our Nissan Navara has been with Lookers Carlisle since 8/9. The vehicle had been taken into the dealer on 3 occasions whilst in warranty to investigate bad starting/ idling issues, but according to them there was no fault...when the situation got much worse, I contacted Nissan UK who advised the first step was to have it " properly diagnosed" by the dealer before they could get involved ( despite it being apparently diagnosed previously on 3 occasions! ) it was booked in on 8/9 and within an hour the master technician came out to say " this is a mechanical fault not electrical as I first thought " and explained in detail that the injectors were dumping fuel back in when the vehicle was turned off so was having to burn off that fuel which in his own words " would explain the bad starting and idling issues " Eureka ..at last someone who knows his job we thought. I have evidence of each visit and the technicians findings on each of the visits...yet today during a conversation with the service manager he told me he has no record of any of this !!?? or a new battery being fitted on the first visit !! I have now been told that Nissan UK will pay 50% of the cost of new injectors with the remaining £2400 to be paid for by us !!! They FAILED to diagnose the faulty injectors when the vehicle was in warranty. If the full cost of this work is not covered by Nissan or Lookers we have no option but to instruct a solicitor to commence legal action. The vehicle was bought new from the dealership, paid for outright and has been fully serviced by them and covered just 44500 miles, has never been used as a work vehicle and never had anything but premium fuel in the tank. I have enough to deal with as my wife is currently awaiting major heart surgery and this has gone on too long. I even have evidence of previous faults codes simply being cleared, and the vehicle damaged on two occasions whilst under the so called care of the garage. I want this resolved and our vehicle returned running as it should do, not as it has done over the past two years. Colin Bryers. Nissan Navara LB05 OLB ( original reg ND69 AXJ.