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  • Genuine TOYOTA Service - Not so genuine

    A lesson for TOYOTA owners in this - beware your TOYOTA dealer.....

    I just had the 40,000k service of my 150 Prado done by the TOYOTA dealer in Carnarvon WA (Carnarvon Motor Group) .

    The TOYOTA dealer :-
    1. failed to rotate the tyres (I had marked them before the service)
    2. failed to balance the front wheels
    3. failed to detect a blown parker light on inspection.
    All items were listed as done on the dealer’s job sheet.

    After raising these problems directly (and courteously) with the Service Manager (Travis Jackson) at 9:32am today 16Aug2011, here are his responses…
    1. RE: tyres not rotated. He couldn't explain why the tyres weren't rotated and didn't offer to remedy the error.
    2. RE: front wheels not balanced.
    Mr Jackson said that most dealerships don't have wheel balancers and wouldn't do this - despite it spec'd in the TOYOTA Service Book and charged for. "We don't own a balancer" Mr Jackson said. "It's not a mandatory tool" he said. I suggested that they should have the tyre shop across the road do the balance if they don’t have the gear. He didn’t think that was practical and felt it was fine to simply not do it.
    3. RE: blown light not noted or fixed.
    We noticed it was blown but we forgot to list it on the job sheet.

    All up, Mr Jackson (their “Service Manager”) made no attempt to remedy any of the service faults I raised. Instead, he finally said "go whinge to some other prick" and stormed off into a staff-only area out the back - leaving me at the counter. I remained there for a while, immediately making notes on what had just happened. Writing down the exact words Mr Jackson had used.
    As I departed, I started taking photos of things. Several things looked like Workplace, Health & Safety issues to me. I quietly snapped away. The dealership owner quickly arrived on the scene and tried unsuccessfully to escort me away from other customers - into his office. I remained in the public area. After explaining what had just happened, he told me to "put it in writing". He too made no offer to remedy the faulty service. He was however quite keen to kick the poor service mechanic kid who had fixed something (simple) free of charge. I knew I was getting nowhere fast and left - the peace maintained throughout.

    I then called the TOYOTA Customer Experience Centre to enquire how to proceed. In essence, they told me that each dealer is privately owned and they can basically do what they like. TOYOTA has no influence over TOYOTA dealers nor are dealers accountable for any sub-standard servicing done. They assured me that the Manufacturer's Service should be followed, but TOYOTA had no way to ensure that their dealers follow it.

    For me, the customer, I'm simply looking for a standard service. But I appear to have no assurance that it will be done correctly and TOYOTA itself has no influence to make it happen. It certainly opens up a bag of down-stream issues if a faulty service causes other more serious faults.

    If anyone else has had a similar experience or has any helpful advice on this, I'd love to hear from you.

    Kind Regards
    Dan

  • #2
    Hi Dan,

    Did you pay? Sometimes, withholding payment is the only way that sub-standard service will be addressed. You should not be expected to pay for a "service" that was not provided. This is especially useful if you're not intending to go back there anyway (much more problematic if this is your local service centre)
    [B]Ian[/B]
    [COLOR=#888888]2011 150 GX D4D Glacier White[/COLOR]
    [URL="http://www.pradopoint.com/showthread.php?22518-Ursos-150-GX"]My Rig Build Up[/URL] | [URL="http://www.pradopoint.com/blog.php?18145"]My Blog: Trip Reports[/URL]

    Comment


    • #3
      I think the problem here is, being in Carnarvon, most people would just accept it, seeing how its several 100k's to the next toyota dealer..
      2004 Prado GXL. v6 auto, ARB deluxe bar, exhaust, 2" EFS lift kit, Outback Acc rear bar,
      rallye 2000 spots, roof mount dvd, dig_options stereo, toyota roof bars.
      More to come!

      Comment


      • #4
        And I suppose they are the only Toyo Dealer for miles around to...

        Bugger...

        **EDIT** By the time I'd read through, Tim had already posted LOL
        [img]http://i49.photobucket.com/albums/f296/1cut808/MUMSRIG/Mitch-Prado.jpg[/img]

        Comment


        • #5
          Time to trawl through PP and DIY servicing.

          Comment


          • #6
            Have seen this before and nothing will ever change.
            Look at doing yourself or get any qualified mechanic as long as they use genuine parts they are allowed to servive your vehicle without effecting your warranty. Only downside to this is if something happens just outside warranty sometime because it is dealer serviced they may look after.
            oh what a feeling Ripped off.

            Comment


            • #7
              Originally posted by toolman1974 View Post
              Only downside to this is if something happens just outside warranty sometime because it is dealer serviced they may look after.
              oh what a feeling Ripped off.
              I have a feeling this dealer wouldn't go out of their way to do this anyway...
              2004 Prado GXL. v6 auto, ARB deluxe bar, exhaust, 2" EFS lift kit, Outback Acc rear bar,
              rallye 2000 spots, roof mount dvd, dig_options stereo, toyota roof bars.
              More to come!

              Comment


              • #8
                Sounds like the Holden dealer in Townsville. Absolutely hopeless!

                Comment


                • #9
                  This is a consumer affairs issue. By law, you do not have to pay for something that is not done, this is simple contract law. I would be cancelling any payment made by credit card and lodging a complaint with whatever state authority is applicable, Ie Minister for fair trading, ACCC, Office of consumer affairs etc.

                  The law does not look favourably on any business screwing a consumer. I think its is http://www.commerce.wa.gov.au/ConsumerProtection/ for WA.
                  [B][COLOR=blue]Bitumen: A blatant waste of taxpayers money![/COLOR][/B]
                  [URL="http://www.pradopoint.com/viewtopic.php?f=38&t=12197&start=0&st=0&sk=t&sd=d"]My rig buildup[/URL] [URL="http://www.pradopoint.com/album.php?albumid=141"]Mundaring Power Lines Jan 01[/URL] [URL="http://www.youtube.com/watch?v=KuQmi3Tgoe0&feature=feedu=d"]You Tube Video Morgan Quarry[/URL]

                  Comment


                  • #10
                    This thread should be merged with this one: http://http://www.pradopoint.com/sho...t.-Tsk-Tsk-TskPS.
                    [B][COLOR=blue]Bitumen: A blatant waste of taxpayers money![/COLOR][/B]
                    [URL="http://www.pradopoint.com/viewtopic.php?f=38&t=12197&start=0&st=0&sk=t&sd=d"]My rig buildup[/URL] [URL="http://www.pradopoint.com/album.php?albumid=141"]Mundaring Power Lines Jan 01[/URL] [URL="http://www.youtube.com/watch?v=KuQmi3Tgoe0&feature=feedu=d"]You Tube Video Morgan Quarry[/URL]

                    Comment


                    • #11
                      I changed my mind and removed my post. Curious why? Look there: http://www.pradopoint.com/showthread...upgrade-in-GXL
                      darecki
                      Sooky & Banned
                      Last edited by darecki; 07-10-2011, 03:40 PM.

                      Comment


                      • #12
                        Makes me glad i am a mechanic and service my own car as i can only blame myself.
                        :lol:

                        Comment


                        • #13
                          he did tell you to go and whinge so why dont you just do exactly that, any and every media outlet, why not take out an advert in the local paper there as well and then when they hassle you, you are within your rights as you only did as he suggested.

                          you can see why people get so frustrated they fit signs on their vehicles and park out front of the premises
                          [size=1][color=#990000][b]--> Macarthur District 4WD Club Member <--[/b][/color]
                          ::2005 Black Grande Petrol V6::2 x PP Stickers::ARB Deluxe Winch Bar::IPF Spotties + Fogs:: Dual Battery, ABR DBi120 Isolator & Volt Monitor::ARB Portable Air:: Rear Drawer Unit::Trek Table::WAECO 40Lt::WAECO Raps R12U::AMTS Rear Tyre Spacer::HILUX Washers::UHF::Prodigy P3::Stebel Air Horns:: Inverter::CouplerTec Electronic Rustproofing::OEM Roof Racks, Towbar, Hard Wheel Cover::REAR CAMERA to factory GPS::[/size]

                          Comment


                          • #14
                            I'm seeing a new thread: Businesses to avoid!

                            Entries would be:
                            Business Name
                            Location
                            Date of incident
                            Reason (detailed) for listing: (explain what they were supposed to to, what they did or did not do, any proposal to fix, or lack thereof. Any remedial action taken such as reported to police, reported to Consumer Affairs)
                            [B][COLOR=blue]Bitumen: A blatant waste of taxpayers money![/COLOR][/B]
                            [URL="http://www.pradopoint.com/viewtopic.php?f=38&t=12197&start=0&st=0&sk=t&sd=d"]My rig buildup[/URL] [URL="http://www.pradopoint.com/album.php?albumid=141"]Mundaring Power Lines Jan 01[/URL] [URL="http://www.youtube.com/watch?v=KuQmi3Tgoe0&feature=feedu=d"]You Tube Video Morgan Quarry[/URL]

                            Comment


                            • #15
                              I have to agree with MLC, name and shame is the way to go (although I haven't read the forum rules yet???). It would also be good to publish those doing the right thing.

                              Comment

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