NISSAN FLEET CUSTOMER SERVICE CHARTER. Effective from January 2014

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1 NISSAN FLEET CUSTOMER SERVICE CHARTER Effective from January 2014

2 NISSAN FLEET NEW 2014 CUSTOMER SERVICE CHARTER Nissan Fleet, Nissan Motor (GB) Ltd is committed to achieving the highest level of service and customer satisfaction and will always aim to meet customer expectations. Our dealer network will manage this process and solve the majority of issues. However, on occasions where customers are not satisfied, Nissan Motor (GB) Ltd provides a comprehensive Customer Support Service dedicated to finding a solution as quickly and efficiently as possible. From December 2013, a number of improvements are being made to the Fleet Designated Customer Service Support function. More details of these enhancements can be found within this new charter but the main changes are two new Fleet and LCV designated direct telephone lines which will help strengthen Nissan Customer Service support in these areas. This document provides updated information specifically for Leasing Companies and Corporate Customers. Contents: Fleet Customer Services Contact Process Fleet Customer Services Opening Hours Customer Mobility Breakdown Cover Goodwill SMR Information Safety Recalls & Service Campaigns Parts Availability Contact Information A new Nissan Corporate Sales website is now available. This portal provides a host of facilities including details of the Nissan Range, Fleet Services, a Company Car Tax Calculator and much more.

3 CONTACT PROCESS A clear contact process is in place which has been designed to identify solutions to problems quickly while providing the appropriate level of support. From October 2013, a new Fleet designated telephone number will be available to both Leasing Companies and Corporate Customers. This will improve speed and efficiency when communicating directly with the Case Manager team. The first contact point should always be with your Nissan dealer. However we realise that extra support is sometimes required, so listed below is the process when contacting Fleet Customer Services: Case logged and in progress Case resolved Yes Yes No New Fleet Customer Services Tel: or NMGB-FleetCS@nissan.co.uk Fleet Case Manager sets up a case and confirms the reference number. Fleet Case Manager confirms if a loan vehicle is available or if Loss of Use Support is applicable. Resolution process commences in conjunction with the Nissan dealer fix identified and actioned and accepted? If solution not acceptable for the customer, the case is escalated to the NMGB Case Manager accepted. If the case is still unresolved then it will be escalated again to the Nissan Customer Services Manager who will in turn liaise with the Fleet Aftersales Manager for the most suitable solution. NEW LCV CONTACT NUMBER In addition to the new designated Fleet Customer Service line, there is also a new Light Commercial Vehicle designated number. This facility is available to strengthen the support available to Nissan Van customers requiring assistance. Contact number:

4 OPENING HOURS The team of Fleet Case Managers are available during the hours below: Monday, Tuesday, Thursday & Friday 8: pm Wednesday (staff training) 10: pm Out of these hours, please use the Fleet address or contact your Nissan dealer for further assistance. NEW VEHICLE WARRANTY The manufacturer warranty on Nissan vehicle purchases from UK dealerships is 3 years (from date of first registration) or 60,000 miles, whichever occurs sooner. The registration date is entered on the service booklet provided with the vehicle by the selling dealer. Additionally LCVs (excluding Navara) are covered by a 3 year 100,000 mile Warranty. A range of extended Warranty products are available, please contact your Nissan dealer for more details. The Nissan Motor (GB) Ltd warranty is a Pan European Warranty and does not affect the statutory rights of the owner of the vehicle. It is limited to the replacement or repair of parts, which in the opinion of NMGB Ltd or their representative, have failed due to a manufacturing defect. In such instances NMGB Ltd will cover the cost of repairs/replacement for work undertaken by an approved Nissan franchised dealer. The warranty provided by Nissan Motor (GB) Ltd will not cover the cost of: Routine maintenance Adjustments Replacement parts subject to normal wear and tear Damage caused by natural elements or as a result of an accident A Nissan Franchised dealer must undertake all warranty repairs and any parts removed as part of this process become the property of Nissan Motor (GB) Ltd. Repairs carried out under warranty do not extend the period of validity. For full details please refer to the warranty and maintenance handbooks supplied with the vehicle. GOODWILL For vehicles that fall outside of the standard warranty period and terms, Nissan Motor (GB) Ltd may consider a goodwill payment for the replacement or repair of parts at their discretion. Each case will be reviewed independently and a decision made considering age and mileage of the vehicle, reason for failure, service history and business relationship.

5 CUSTOMER MOBILITY In the first instance, it is the responsibility of the authorised Nissan dealer to ensure the customer is kept mobile when the vehicle is undergoing a warrantable repair. If, however, a dealer loan vehicle is not available, the following two options apply: 1. Nissan Loan Vehicles Fleet Customer Services will check the availability of a loan vehicle provided by Nissan Motor GB Ltd. This may not be on a like-for-like basis and is subject to the car or LCV being available at the time of the vehicle being required. Before a loan vehicle can be allocated, a driving licence validation process is required. Within 24 hours, the end user must provide a copy of their licence. If NMGB has offered a loan vehicle and the end user fails to provide their licence details, NMGB will not be held accountable or liable for any loss of use charges or costs associated with being unable to fulfil any business requirements. 2. Loss of Use Support If it is not possible to source a loan vehicle from either the dealer or Nissan Motor GB Ltd, Fleet Customer Services will use the matrix below to pay Loss of Use Support. Model Daily Rate Micra and Note Leaf, Juke, Qashqai and X-Trail Cabstar, Primastar and NV Navara, Pathfinder and NV Terms & Conditions: Loss of Use is capped at a total of 1500 Loss of Use is not paid retrospectively, ie before a case has been raised Additionally where an end user is paying for mobility support to the Leasing Company, loss of use is not payable. Please ensure that as soon as Loss of Use Support is required that a case is raised with Fleet Customer Services without delay.

6 BREAKDOWN COVER All UK supplied Nissan Fleet vehicles* are covered by 3 year/60,000 mile RAC Roadside assistance (please refer to A Roadside Assistance booklet is provided within the vehicle book pack. An outline of the content is given below: Roadside repair enabling onward travel Recovery, for problems that can not be solved at the roadside or, if the vehicle is immobilised, to an authorised Nissan dealer or chosen body shop within 30 miles At Home repairs or recovery to the local Nissan dealership Onward travel so that the journey can continue. This may be either through FOC replacement vehicle hire for maximum three days or alternative transport. Alternatively, RAC Nissan Assist can arrange up to three nights accommodation in a 3-star hotel For Roadside Assistance please ring: when travelling in the UK when travelling in Europe Please mention the following details: Vehicle registration Name Exact location including road plus nearest junction Telephone number Vehicle model and colour * Nissan Leaf models are covered by breakdown cover which is supplied by Axa. The main contact number is when travelling in the UK and +44 (01) for European assistance. SERVICE, MAINTENANCE AND REPAIR Information regarding parts and service schedules, along with current pricing for each Nissan model, is available by using the site below. New models will be added prior to the launch/start of sales dates. If you wish to set up access to this portal, please call for a user ID and password.

7 SAFETY RECALLS/SERVICE CAMPAIGNS Safety recalls involve product concerns, which are safety related. In these cases, Nissan will normally source the owner details from the DVLA and contact them directly. Service campaigns involve concerns, which may cause customer dissatisfaction. Depending on the concern, Nissan may or may not contact owners directly, but will ensure details are recorded and available to Nissan franchised dealers. An authorised dealer must complete all recalls and service campaigns. Each authorised dealer has access to a database and is required to check any outstanding recalls/campaigns for vehicles presented to them. PARTS AVAILABILITY Nissan has a comprehensive parts order process that aims to provide the required part as and when required. However, with the large number of parts used within the vehicle range, some components may need to be sourced from our parts function in Europe or either Japan or the item manufacturer (i.e. on back order). In normal circumstances Nissan Motor (GB) Ltd aims to provide parts via the dealer network within the following working day periods: UK Stock Dealer Orders Before 11:30 After 11:30 VOR parts - ordered before 17:00 Next day 2 days Next day European Parts Stock Available Not available VOR Stock held VOR Parts not in stock 7 days 6 weeks 4 days 15 days COMPANY CONTACTS Nissan Motor (GB) Ltd, The Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, Herts WD3 9YS Main Telephone Switch Board Fleet Customer Support Customer Support NMGB-FleetCS@nissan.co.uk Fleet Aftersales Manager paul.mccann@nissan.co.uk Company Website