Dealership Dilemmas: Nissan Communications Reportedly Back Online

On Saturday, Nissan’s North American dealerships found themselves with a problem. A power outage at the automaker’s data center in Denver disabled a system dealers use to order vehicles, procure parts, check on recall statuses, obtain rebate information, and file warranty claims. As a result, the manufacturer’s communications in the U.S., Canada, and Mexico were disrupted. “Some of our dealer business applications have run in a reduced capacity using manual processing,” Nissan said on Wednesday.

Dealers were not pleased.

“I’ve never seen anything like this,” Dave Wright, dealer principal at Dave Wright Nissan-Subaru in Hiawatha, Iowa, told Automotive News earlier in the week. “I have had three customers today become irate … We look like idiots because we can’t tell them what incentives they are eligible for, even how much they have left on their Nissan lease or finance note.”

From Automotive News:

The NNANet system has gone down for a few hours in the past, but it’s never been down for more than a day, said Tim Hill, owner of Hill Nissan in Winter Haven, Fla.

“Everything we do with Nissan goes through NNANet,” Hill said. “That is our lifeblood.”

Mario Murgado, owner of Infiniti Stuart in South Florida and chairman of the Infiniti National Dealer Advisory Board, said the company worked around the clock to fix the problem.

Fortunately, Nissan managed to get its internal comms up and running on Thursday. Hill said it couldn’t have come sooner, as dealers typically receive incentive payments at the end of the week. But that doesn’t make the breakdown a non-issue. Nissan and Infiniti likely lost out on a batch of sales as annoyed customers walked off the lot. Even though August isn’t the hottest month for selling cars, it’s far from the worst. Consumers are also inclined to purchase more often in the later days of any month.

[Image: Nissan]

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