- Nissan, despite being an early player in the electric vehicle market, has struggled to keep its position relevant in the EV landscape.
- The Leaf, Nissan’s top-selling model, remains a tested and dependable choice.
- However, a recent report from Out Of Spec indicates that Nissan lacks an adequate service experience for its electric vehicles when issues arise.
Nissan has squandered its early advantage in the EV market. The company was the first to offer a mass-market electric vehicle in the U.S., launching the Leaf in 2010, well ahead of the Tesla Model S. Yet, after 14 years, Nissan has not effectively utilized its first-mover benefit. It still sells the Leaf with the outdated CHAdeMO charging connector, which is quickly becoming obsolete, and its only other EV option is the Ariya, a decent but somewhat unremarkable crossover. As Kyle Conner highlights in the latest Out Of Spec video, Nissan still seems to struggle with providing proper EV maintenance.
This struggle became evident when Out Of Spec leased a new, standard-range Nissan Leaf during a sale by Colorado dealers. Conner and others managed to lease the Leaf for just $19 a month with a $500 upfront payment, totaling under $1,000 for the two-year lease period—an astonishing deal. This offer was supported by Nissan’s nationwide lease incentives, the $7,500 federal clean vehicle tax credit, a $5,000 state credit in Colorado, and the exemption from Colorado’s auto lease tax. It appeared to be a perfect arrangement—until the car malfunctioned.
This breakdown occurred almost immediately after leasing the car, which had fewer than 500 miles on it. Two months later, the vehicle is still not repaired.
Conner reports that the Leaf requires at least a partial replacement of its battery pack. Unfortunately, the necessary part has yet to arrive, and neither the dealership nor Nissan can provide an estimated timeline for its arrival. The dealership has offered a loaner car to Out Of Spec, but further solutions to expedite the repair are lacking. Comments on the YouTube video indicate that Conner is not the only one experiencing extensive delays in obtaining a new battery or module.
While the malfunction itself is unfortunate, it’s somewhat understandable. The Leaf is considered one of the most reliable electric vehicles, although it does experience a significant range reduction as its air-cooled battery ages. Actual battery pack failures are rare, but they do occur, just like engine failures in relatively new cars. Conner emphasizes that what is unacceptable is Nissan’s apparent failure to provide customers with a reasonable short-term resolution.
Conner points out that companies like Tesla and Rivian have been known to provide loaner or refurbished battery packs during the waiting period for repairs. Although this isn’t a foolproof solution, it allows customers to continue using their vehicles. In contrast, Nissan dealers appear to lack the resources to effectively resolve EV issues, leaving customers waiting for parts without any timeline for resolution. If the initial repair fails, customers may be in for another lengthy wait.
It’s worth noting that Tesla, Rivian, and other EV service-focused companies also experience delays. However, given that the Leaf is a well-established, mass-produced vehicle with an established supply chain, the prolonged absence of such a crucial component is challenging to justify, especially with no alternatives to keep the vehicle operable. While it may take time for a rare part for a Cybertruck, batteries are not considered specialized components. Additionally, the fact that many Nissan technicians are still not certified for EV service adds another challenge.
This situation underscores the importance of treating the EV experience as a critical aspect of business. Customers appreciate and enjoy EV ownership when provided with a comprehensive experience. However, if the approach is simply “here’s a car with a battery, good luck,” the outcome is likely to be detrimental. Nissan, once a pioneer in the mass-market electric car sector, has seen the opportunity slip from its grasp.
Contact the author: Mack.hogan@insideevs.com.
