Matthew Choo

With 20 years in market research across Telco and Media, I’ve decoded consumer behavior, optimized research, and driven data-led strategies. Now, I’m diving into coding, automation, and tech solutions—where data meets efficiency. This blog is my space to share insights, from Python scripts to research optimizations and life hacks. Join me in exploring smarter ways to work and live!

If you reading this because you are now facing this problem with your Nissan Serena Hybrid 2.0 (2016), following are the core steps:

  1. Confirm if your car is MAIN battery problem, signs:
  • wireless key will not work, can only unlock door manually with key
  • wiper, front light, dashboard & horn all will not work (no light at all)
  • break peddle (middle) very hard at bottom
  1. Solution:
  • Jump Start
  • Call your regular/ nearby Nissan center for battery replacement in advance (new battery need pre-charge an hour before install, accordingly)
  • Important tip: As car is hybrid with 2 batteries, this is the main battery location (red circle)
  1. Jump start rule:
  • You have to borrow from someone.  Your second row & back doors are all locked by system, you cannot access back of your car.
  • Portable jump start battery box will work
  • Connect jump start cable black to black & red to red
  • Within minute (1-2 minutes) > press horn > got sound > start engine > drive to change battery
  1. Myth about jump start:
  • Must be same model car (false)
  • Must charge x minutes before can start (false)
  1. Other things I learned:
  • Ask technician come change battery may not be option as it need to remove some parts near the circle & a calibration with computer is required

  • Tow service is not an option as steering wheel is locked by system.

  • if battery can be charged a bit and press push start button turn on dash board, steering wheel will be unlocked

  • Well, your car engine can be started like normal if you only have battery problem

  • Buying Tan Chong Motor insurance (Nissan car importer in Malaysia) has no technical support advantage

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Now my not so great experience with Nissan motor insurance care line - Malaysia

Note: At the end I do get few helpful staffs helped me settle my problem. A great thank you to them. What I am summarizing here is a service gap.

  1. 22Nov2018 - Touched down in  KLIA2 discovered my car in Gateway@KLIA2 couldn’t start.
  • Called 1-800-88-3838 Nissan emergency care line at 8.41pm @ 22 Nov 2018
  • Duration of call is 7min 35seconds
  • Has informed my car model & parked in multilevel carpark
  • Also done trouble shooting check

  • Agent gave me 3 options on the spot:

  • ask technician come to jump start
  • ask technician come change battery

  • ask tow truck to tow my car to a workshop i want

  • I asked for option 1 & 2 - the great response after that is “sorry sir, there is no technician available at this hour & KLIA2 is very far”

  • Meantime, I failed to jump start the car

  • I later realized the problem is I was connecting to the wrong battery (Day 2 story)

  • This totally can be avoided if the care line care a little bit more

  • Back to the options, I also don’t know how to manage option 3, my priority is to send my tired family with two elderly and a toddler of 3 years old back home after 5 days travel.
  • I respect that so i took a Grab home first. Will try to settle this next day
  1. 23Nov2018 - went back KLIA2 from bukit jalil area

  • 7.49am - called 1-800-88-3838 Nissan emergency care line to arrange tow truck so that tow truck and I can arrived same time. Request rejected as i need to be there first.

  • As a fact, it was the suggested approach by another agent from same care line to do so (called at 22Nov 8.57pm)

  • Fine - I reached there and called care line again 9.48am

  • Another agent go through trouble shoot check again and arrange a tow truck
  • Checked to make sure hand break and gear can be shifted to neutral

  • On the conversation, she warned me cannot try jump start as it may damage my car & Nissan will not be responsible for any damage caused

  • Best thing happen - tow truck arrived at 11.10am

  • Car cannot be towed as steering wheel is locked by system

  • After tow truck driver and Gateway staffs helpful assistant –> they managed to jump start the car.  They managed to identify the right battery.  A great thank you to them

  • I then drive my car to Nissan Cheras Selatan service center to get my battery changed

  • Also big thank you for them to get the battery ready in advance too.
  1. Take away:
  • Tan Chong motor insurance care line is not technical equipped OR at least take effort to connect technician/ provide voice guided technical support

  • Nissan emergency care line is really waste of time.  They just want to close your request ticket and that’s it.  Quote back:

  • Technician change battery –> not a viable option for Nissan Serena Hybrid
  • Tow car –> not viable as steering is locked by system
  • Only option –> jump start and drive yourself

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