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Genuine TOYOTA Service - Not so genuine

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  • #31
    Originally posted by tassie tiger View Post
    Whilst the service mistake is not forgivable I think there may be two sides to why the communications fell apart.
    This is my thought too, too agressive too soon can have this consequence..

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    • #32
      Originally posted by Piggy View Post
      This is my thought too, too agressive too soon can have this consequence..
      Thanks piggy I thought you would know what I meant.

      I dont think I would whip out a camera too soon down in tassie. You'd be eating it
      2009 120 V6 Auto. 265/70/17 Goodyear Silent Armours. Bilsteins and Kings Springs.

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      • #33
        Just placing on record the experience I have with the Toyota dealer in kingaroy is fantastic. Happy with the pricing but perhaps it's a case of having the Prado purchased and serviced by the same place in the same small where I live that helps. Even had the dealer stop me in the street one day and not only remembered my name but the model of the car while asking if i was happy with the problem I raised a week ago.
        Have every intention of buying the next one from them as well. Thank you Ken Mills Toyota.
        150 GXL Glacier White D4D Auto,Headlight/Bonnet Protectors, Weathershields, Black widow Drawer / Fridge Slide, ARB Fridge, Satin Black ARB Delux Bull bar, Hema 5" GPS, ARB Dual battery System, Genuine Toyota Towbar, Tinted windows, Sandgrabber Mats, IPF 900 Xtreme Spotties, GME 3440 UHF Radio, Safari Snorkel, Toyota TPMS,

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        • #34
          Originally posted by krypto View Post
          On a positive note I have been using Melville Toyota and they have been excellent on a number of small issues and warranty claims. The only slight annoyance was being charged for the oil change at 1000km as it isn't specified in the book, but it seems this has been the same for most people.

          I'm no lawyer but given that most service departments stick closely to the service manual and will do no more than what is specified in the service manual you will have a strong legal case pushing the point that they must also do no less than what is specified ie. they clearly use the service manual to define the scope of work when it suits them.
          Hi Krypto, funny when I rang all the dealers for a quote on a new Prado, Melville was the ONLY one who would NOT give me a price over the phone, I said you'll lose the sale and he said "so be it" I was stunned !!! BTW what did they charge you for the 1000 oil change ?
          Cheers,
          Dave
          Atheism is a non-prophet organization.

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          • #35
            Yes, my Toyota dealership/service center experience has been mixed. I had the same experience as davy above when I went 'in to' my local dealer in Canberra. After a test drive, and 20 minutes at his desk (with a wriggling 3 y.o.), he would not give me a price! Anyway, I ended up buying it from Bathurst for about $9000 less than the number I peaked at on the computer. Good customer service at Bathurst where I got it from, but even then, if I wasn't careful, I was going to be left out of pocket for on-roads (and I ended up losing money because they were slow on paying out my trade-in).

            Bringing the car back to Canberra, one of the first questions service asked me when I was booking in the 1K (which was complimentary) was 'did you buy it from here?'... There was a definite 'huff' and a distinct 'we'll see what we can do, but don't hold your breath' attitude. I proceeded to take it to another dealership... who turned out to be even ruder to both my wife and I. The central Toyota Service call center in my area is not a pleasant experience either.

            For my 10,000... I took it to yet another dealer. This time, I couldn't complain. I asked for a power surge to be looked at (occurred while accelerating up hill), and was initially given a brief about how diesel engines are different. Upon picking up my car, they found and cleaned a dirty air-flow meter. They had also rotated my tyres (which I hadn't asked for), and found and replaced a blown park light (which I hadn't noticed). The warmer fuzzier feeling was a nice change.

            I'm not very mechanically literate, and really do rely on good competent service centers to look after my car. It should be a simple transaction, but very rarely is. Ford were always excellent. I at least had 4 centers to play with. It would be a real frustration if there was only one, and their monopoly left my hands tied!
            2011 Crystal VX 150 | ARB Deluxe Combo Bar | Safari Snorkel | IPF 901XS Driving Lights | Cooper A/T3 265/60R18 | Hayman Reese H/D Tow Bar | GME TX3540+AE4702 UHF | Warn XP9500 Winch.

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            • #36
              Thanks to all for your notes/comments. Withholding payment is a good option, however my vehicle is under lease and payment authority was given by the leasing company. I'll contavt them to determine if payment can be conditional on my satisfaction.

              I feel that this thread is more generic than the "Tsk Tsk" thread and that it covers the general problem that Toyota Servicing is subject to variance (and quality) at the hands of specific dealers and that TOYOTA has little-to-no influence. I'd be quite confident that TOYOTA would not be so fast approving warranty claims caused by a "faulty" service carried out by a TOYOTA service centre. Ie. a service that was not properly completed, despite what the Job Sheet says, and subsequently incurred a serious fault arising from that.

              I do wonder how many others are getting dodgy Toyota services and blissfully unaware of what's going on. It may be rife.

              I tend to agree with the suggestion that this is a consumer affairs issue. It's claiming payment for work not done and represents deceptive conduct. But I have to say that I find it tradgic that we can't even be assured of a basic TOYOTA service when done at an authorised TOYOTA Service centre - and TOYOTA being told about it, can do nothing but call the dealer for a chat! It's terribly sad for the consumer.

              In reference to Tassie Tiger and Piggy's comments about "being too aggressive too soon"...
              You'll see that I noted that I never once raised my voice, spoke slowly and calmly to exactly the right person (the Service Manager). This is absolutely truthful. Yet he failed not only to remedy the problem but stormed off leaving me standing at the service counter. It was only at this point that I started to click away (getting the owner's attention). I would have to have been alseep on their service counter to be any more passive. It's easy to write criticism in ignorance of the facts. Instead, I'd encourage you to offer a better approach, one that might solicit the desired outcome of a basic service done right. It's a humble and reasonable expectation. Where is are your constructive suggestions please? If you have none, please - no more contributions to this thread.

              So far - the constructive suggestions appear to be:-
              ===============================

              A) start a Black List (aka Name & Shame). I'm personally not in favour of this approach.
              It has the potential to be defamatory and won't help in Cararvon's case as most of their business seems to come from mine vehicles.
              B) start a White List (aka Outstanding Service centres). A good idea.
              C) pursue Consumer Affairs over my specific problem with Carnarvon TOYOTA, WA. Retrospective. I seek a forward looking solution for all.
              D) withhold payment until the job is done right. Ok except if vehicle is under Lease.
              E) switch to a good/trusted mechanic. Sounds perfect - if you can find one.

              Have I missed any?
              Last edited by baddna; 29-08-2011, 11:44 AM. Reason: Read comment from Tassie Tiger.

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