Cracked dashboard

[404pug]

Hopefully good news for me! Mine is 10 years old on Sunday and the dash started cracking 2 or 3 weeks ago. I took it in today and politely asked for an out of warranty claim. They asked for the VIN, the km and they checked the age. No problem said the chap behind the counter after consulting the warranty manager. We went out and had a quick look at the car, especially the speedo reading [ 148000km] and the dash. No problems he said..... he will order the part and contact me when it comes in to arrange installation. Wonderful! BUT had I taken it in next Monday it would have been over 10 years old [by 1 day!] and the claim would have been very difficult with photos, emails to head office etc. etc. Moral: if yours is cracked and under 10 years old get it fixed while the wind is currently blowing in the right direction. I will update as it happens.

[Hogey66]

How did you find them in there mate. We're they pleasant to deal with and helpful or was it the typical mining town mentality.

They were nice enough. They certainly knew about the issue and said straight off that they could not give me an answer on the spot and would have to get it approved by HQ. Better customer service than most in Mackay to be honest. That said claim was still denied, however when pushed they were happy to give me phone number for HQ as there was nothing further they could do without authorisation.

[Mozz]

That's where I went on Monday. They took photos, rego number and service records and sent it to head office and called back about 3 hours later saying it has been denied due to it being over 10 yrs (10/04).I spoke to someone at head office and they gave me a claim number and said someone would get back to me to discuss it further as I wasn't happy with their response but am still waiting for them to call back. If I haven't heard anything today I will give them a call Monday morning.

How did you find them in there mate. We're they pleasant to deal with and helpful or was it the typical mining town mentality.

[Hogey66]

Has anyone tried Mackay Autocorner and has anyone managed to get a copy of the dealer bulletin on the cracked dash.

That's where I went on Monday. They took photos, rego number and service records and sent it to head office and called back about 3 hours later saying it has been denied due to it being over 10 yrs (10/04).I spoke to someone at head office and they gave me a claim number and said someone would get back to me to discuss it further as I wasn't happy with their response but am still waiting for them to call back. If I haven't heard anything today I will give them a call Monday morning.

[Mozz]

Has anyone tried Mackay Autocorner and has anyone managed to get a copy of the dealer bulletin on the cracked dash.

[Wtrxprs007]

Went to my local dealership where I got me Prado from to check out my dash. Guy booked me in for next Friday to have a look at it and see if it can be done. He (service guy) did say that there is something in the Toyota database about these cracked dashes. Didn't tell me much apart from "I'll get my guys to look at it next Friday".

Dealer: Patterson Cheney Toyota

[Madkore]

So I called the 'Toyota Customer Experience' hotline today.

Armed with my VIN number, I thought they may well could have told me if my Prado would be eligible...

But no, though they were very polite, they told me to go to a dealership.

So guess what I am doing tomorrow...

[mexmike]

The dealer never provided any indication as to the possibility of an approval.

Mine was initially declined, I then asked the Warranty Manager to appeal the decision, which I think was eventually approved by the National Warranty Manager. From the start of my claim the dealership played an impartial position, they were always polite, helpful and courteous as I was to them. They've since told me that my persistence was the reason I eventually got a dashborad replacement. They told me it was a "one off goodwill gesture by Toyota", on the invoice is states an out of warranty claim. Stand your ground, be polite, professional and ensure you're familiar with consumer law terminology should also help. Good luck, I hope your claims eventually get through too...

Did your dealer initially approve it and then HQ overruled them? Mexmike's is a similar age to yours and his was approved.

The dealer never provided any indication as to the possibility of an approval.

[adrian5800]

HQ reversed the dealer's approval now, so HQ has the ultimate say and it looks like anything over 10 years old is likely getting rejected based on postings elsewhere.

Did your dealer initially approve it and then HQ overruled them? Mexmike's is a similar age to yours and his was approved.

[adrian5800]

I had mine knocked back over the phone by a dealer today.

Was told that the criteria for an out of warranty repair is:

1. Cost of repair must be over $100
2. Car must have below 250,000kms on the clock
3. Car must be less than 10 years old.

Will take MexMike's advice and continue to pursue politely, no mention of vin number range or anything in the call I made today. Car is an 03 build as well but has just north of the 250K benchmark on the clock so the lady I spoke to said it is ineligible on 2 criteria points.

Sorry but point 2 is BS, the document I read from Toyota said within 10 years regardless of kms. Get the service manager to print off the memo and re-read it in front of you.

Need to find a dealer that will do it off the bat. It's a lottery if it gets sent off to HQ if the vehicle is over 10 years old.

HQ reversed the dealer's approval now, so HQ has the ultimate say and it looks like anything over 10 years old is likely getting rejected based on postings elsewhere.

[Pitbull]

Need to find a dealer that will do it off the bat. It's a lottery if it gets sent off to HQ if the vehicle is over 10 years old.

I had mine knocked back over the phone by a dealer today.

Was told that the criteria for an out of warranty repair is:

1. Cost of repair must be over $100
2. Car must have below 250,000kms on the clock
3. Car must be less than 10 years old.

Will take MexMike's advice and continue to pursue politely, no mention of vin number range or anything in the call I made today. Car is an 03 build as well but has just north of the 250K benchmark on the clock so the lady I spoke to said it is ineligible on 2 criteria points.

Guess I'm not going to see them then. I might head off to Northpoint as my 1st port of call.

Need to find a dealer that will do it off the bat. It's a lottery if it gets sent off to HQ if the vehicle is over 10 years old.

[Gramps]

My claim was rejected. Build 12/03. Peter Kittle Para Hills. No reason for rejection offered by HQ to the dealer.

Guess I'm not going to see them then. I might head off to Northpoint as my 1st port of call.