Nissan USA Customer Service

I had to transfer my Nissan plus extended service contract, and I was told that I had to call the company or go online to do it. I don't even remember setting up an online account for it when I first purchased the car, so I figured the best way to do this was to call them. I wasn't looking forward to it because I've called the company a few times while dealing with my lease, and their phone directory is a mess.

Just as I suspected, it was a lengthy process. In fact, I spent almost five minutes just getting through directory options. 

To be fair, I know that Nissan is a huge car company in the United States, and I'm sure there are a lot of people who call daily. From their roadside assistance program to warranty issues to recalls and billing questions, there are probably a lot of problems that come up. However, there has to be a more effective way to sort through the phone calls. Once I got done with that massive directory, I was able to talk to an agent in just seconds. Maybe they could offer the option to text a representative from the start for those who don't want to sit and listen to endless directories.

When I called, an automated assistant thanked me for calling Nissan, and then offered me my first long list of options which included, "If you need roadside assistance, please press 1 now. If you would like information on any Nissan service campaign or voluntary recall campaign, please press 2 now. If you are calling regarding a Nissan motor acceptance loan agreement, please press 3 now. If you are shopping for a new Nissan vehicle and would like information about our current models, please press 4 now. If you are calling regarding a Nissan extended service contract or maintenance plus policy, please press 5 now. For Nissan owner services and owner portal support, please press 8 now. If you have any other questions or concerns and you would like to speak with consumer repairs, please press 7 now."

Then, after I chose option five, I had to listen to another equally long list of options which were, "If you have an extended service contract or maintenance plus policy and need roadside acceptance, please press 1 now. To determine if a specific repair is covered, or for any questions concerning a transfer or cancellation request, please press 2 now. If you purchased a security plus security agreement through Nissan direct mail and have questions about your payments, please press 3. For questions about the roadside assistance card you received with certain security service agreements, please press 4 now. For all other questions, please press 5 now." 

I chose option 2. Then, I had to answer another question about whether I wanted to cancel or transfer my service contract and was told to press 1 if I wanted to speak to someone. Of course, I wanted to talk to someone, that's why I called!

However, once I finally got to this point, I only had to listen to a standard security greeting. Then, I was told I could text them (I declined), and a rep quickly picked up. He helped me transfer my claim, but I think I could have been sent to him after my first directory selection and the result would've been the same.