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Bad JuJu - Toyota complaint escalation

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  • Bad JuJu - Toyota complaint escalation

    First case of Bad JuJu

    Sad story but my 2 week old Prado went in to my local dealership to have $4k of Toyota genuine accessories fitted a week ago.

    Unfortunately, there were some issues with the Toyota Parts, their fitting and questionable workmanship that left my car with a few scars inside and out.

    Very disappointing, to say the least….. I was left wondering how they got their 5 star rating.

    The Service Manager advised that they will rectify the issues ASAP and my car is currently in today/tomorrow to have the issues fixed. So far so good until I had a call today that seeded an element of doubt on how my car will be returned the second time around. :sad:

    I'm after some advice on how best to ensure that the dealer fixes the issues correctly. What recourse is available in these situations if they don’t come to the party and fix their mistakes?

  • #2
    Dont drive it out of there till its completed to your satisfaction. What stuff ups did they do ??.....Cheers Steve
    Face lift 150 Prado V6 auto. No mods yet

    Comment


    • #3
      I am trying not to be too specific at this stage but scratches and poorly fitted parts. They have admitted fault and I am giving them to opportunity to fix. I just want to know what options are available to me if they don't come to the party.

      I have photos and documented everything. I don't want to name and shame. I just want a good outcome, and how to best achieve it.

      Comment


      • #4
        Mate to put it simple....I presume its a brand new prado (doesnt matter if its not) but if they have say scratched a trim then they replace it with a new one, if the fitted parts eg bullbar are not correct then dont take it back untill its correctly fitted eg bullbar alignment. Weather shields, again if not fitted properly or scratched them fitting them up then tell them to remove it and put a new item in its place as requested. I would at this stage give them a time frame to have the items rectified and if not then first port of call would be toyota head office and let them know whats going on and what they plan on doing to fix the problem. They have admitted fault so give them a chance to rectify the issues. If its a brand new prado and they have scratched say the paintwork to the point that it needs a respray then I personally would not be accepting the vehicle back (if its a new prado)... Nothing wrong with putting up on here the issues. No need to name the dealership. Just gives people an idea of what the issues are and how serious the items are your referring to......Basically if they have scratched it or stuffed it then they fix it as it was prior to them touching it and if not you will be speaking to your solicitor..........Cheers Steve
        Face lift 150 Prado V6 auto. No mods yet

        Comment


        • #5
          Here goes, my issues.

          1. factory parking system malfunctioning;
          2. scratches front RHS bumper;
          3. scratches rear LHS rear bumper;
          4. scratches on multiple interior dash panels;
          5. car Interior covered in dirty finger marks;
          6. The Bullbar was not aligned to car correctly. It’s not level and centred to the car;
          7. The two front parking sensors have been drilled at different heights on the bulbar;
          8. The roof racks were incorrectly fitted and not parallel to each other or centered to car; and
          9. The rubber strip on the top of one of the roof racks was cut short.

          Comment


          • #6
            Oh dear. Give em hell mate they deserve it.
            Get tons of photos for proof too


            Sent from my iPhone using Tapatalk
            Cheers
            Blake

            04 Silver Diesel GXL with lots of stuff
            [SIGPIC][/SIGPIC]

            Comment


            • #7
              Mate they need to fix every one of those problems eg replace dash parts that are scratched, rubber on roof rack needs either a new rubber to correct length or new roof rack, sounds like a new bullbar with sensors at equal height (there is no way in hell id be accepting as it is with them uneven), full wipe down of interior. I'm presuming bullbar is the type that sits in front/over original bar and have scratched it while fitting bullbar ?? Then I suggest they remove bumper bar from another vehicle on their lot of the same colour and fit to your vehicle, same with rear bar unless they can be polished out but would have thought they would have tried that already but then possibly not if they have left grease and shit all through your 60k plus vehicle presuming it's a GXL unless its a VX or a Kaka over 90k's worth. At the end of the day wether its a 5k or 90k car it should be handed back to you as it was prior but with all extras fitted and 100% quality. Geez id love to run one of these work shops and I can tell you some of these mechanics would be out on their arses for such work. My wife wonders why I tell her to WAIT while our new car gets serviced then get out of there don't leave it parked there all day. I feel for you big time. Can't belive some of the shit workmanship on some vehicles by so called professionals. Reason I say about replacing bars off another vehicle is the paint quality is better when sprayed from the factory on Japanese vehicles (just my opinion)..... What ever you do don't back down till its 100% I would say to push them for a free service but I wouldn't set foot back in the place once fixed..... Cheers Steve
              Face lift 150 Prado V6 auto. No mods yet

              Comment


              • #8
                Seems like their apprentices have been getting some work experience.
                [SIZE=1]Cheers Jim.
                [/SIZE][COLOR=#0000cd]
                2009 120 D4D VX auto, pearl white with [COLOR=#0000cd]matching ARB deluxe bar,[/COLOR] 2" lift with [COLOR=#0000cd]OME springs & Nitro shocks,[/COLOR] 9000lb Warn winch, BFG KO A/Ts, Alloy Rhino roof basket, Safari snorkel, 2 x Optima D27F batteries, Voltage booster from Leigh, Jawa [SIZE=1]off-road camper trailer.[/SIZE][/COLOR]

                Comment


                • #9
                  Which roofracks did they fit?

                  Comment


                  • #10
                    Toyota have an assistance area. Ring Toyota, and tell them what happened, and how that this whole thing has wrecked your purchase experience and that you don't want the vehicle anymore, you are terribly upset, they must have been drunk and partied in your vehicle, your wife is terribly upset, your parents are appalled, you don't want the vehicle now, you want to get out of this whole horrid mess and have an enjoyable experience, without any cost to yourself. You had thought Toyota good but now realise that BRAND X is what you now want.

                    That might warm them up and get them to investigate.

                    The final outcome I'd be wanting:
                    - everything fitting perfectly
                    - everything working
                    - all parts scratched etc replace
                    - complimentary vehicle while you wait, all insurances paid (don't you party and scratch its insides though)
                    - a complimentary extra 3 year high mileage Toyota factory vehicle warranty and also the call out service (retail is around $2k I think, it goes to I think over 150,000km) ie Extra Care warranty to 150k plus Road Assist to the end of the Extra Care period. That might be tough to get because I think its Toyota's insurance policy but even if you paid a couple of $100 extra for it, it might restore your family's faith in Toyota's ethics.

                    You also have small claims to call on, and that will take the dealer's time, plus the dealer will loose.

                    Be prepared to spend a lot of time on the phone.

                    Write down everything they did wrong, a separate line for each issue
                    Tick them off when you tell Toyota each and every item
                    Stress how upsetting this whole thing is, you spend lots on the vehicle, you went for the options, and now, everything is wrecked and your dreams smashed as well as the car.
                    MelbournePark
                    Member
                    Last edited by MelbournePark; 01-11-2014, 11:49 AM.

                    Comment


                    • #11
                      Well a few emails later my car is going in to have everything removed and returned to standard and a full refund. They have organised for a New vehicle to be brought in and used as a donor car to bring mine back to standard.

                      Does anybody see any issues with this approach?

                      I feel sorry for whoever buys the donor car.....

                      My only issue now is that they haven't planned anything more than to undo there fug up. I have asked how them what they are going to do to restore the Dealerships and Toyota Australia’s reputations and make me a happy customer?

                      If anybody is looking to install a 150 Facelift Genuine Factory Bullbar, think twice. I could build a better quality bar and I work in IT....

                      Comment


                      • #12
                        Originally posted by Andyfive View Post
                        Well a few emails later my car is going in to have everything removed and returned to standard and a full refund. They have organised for a New vehicle to be brought in and used as a donor car to bring mine back to standard.

                        Does anybody see any issues with this approach?
                        Yes, why don't they just give you the new vehicle instead? If they can't put a few accessories on without wrecking the panels or interior in the process what do you reckon the chances of them doing a clean re-fit are going to be?

                        Comment


                        • #13
                          Originally posted by fido666 View Post
                          Yes, why don't they just give you the new vehicle instead? If they can't put a few accessories on without wrecking the panels or interior in the process what do you reckon the chances of them doing a clean re-fit are going to be?
                          Slim......

                          Comment


                          • #14
                            Im with AJ, Id be asking for the new donor vehicle and they take yours. Not good enough.....Bloody useless.....Have you thought of approaching a solicitor just to see where you stand seen as they are admitting fault to damaging your vehicle ??....Cheers Steve
                            Face lift 150 Prado V6 auto. No mods yet

                            Comment


                            • #15
                              Hi Andy

                              They are rectifying your issue. Rejoice. Not many people get what you are getting so I would rate their approach as amongst the best I have heard during my time with Fair Trading.

                              Most just try and bodgy it back.

                              Enjoy - mistakes happen - now get up the Brindies!
                              2009 120 V6 Auto. 265/70/17 Goodyear Silent Armours. Bilsteins and Kings Springs.

                              Comment

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