Exploding sunroof kakadu

[retroenduro Member Find all posts View Profile Close retroenduro]

this happened to me once! not in a Prado but a brand new MG ZR160. I put the rear window demister on and BANG the back window shattered. Got it repaired as an insurance claim and then went to the dealer and got my excess refunded.

Maybe if Toyota don't want to help you can claim it on insurance?

[Guest Close Guest]

C,
thanks for the links but I must be missing something. I couldn't find anything about my problem in either of them. Could you please advise what I'm doing wrong.
many thanks.
Cameron.

Your thread was merged with an existing thread that macaroon1 was alluding to. If you read the posts before yours, the 2 people that macaroon1 mentioned have made the posts in this thread.

[cafiem Junior Member Find all posts View Profile Close cafiem]

Thanks all. I spoke to a really nice lady at Toyota today so there is still hope. I'll post the result when known.
Cameron.

[MrX Member Find all posts View Profile Close MrX]

If the sunroof did indeed shatter with no reason on a relatively new car, why is it up to Toyota if it is repaired under warranty or not? This should be a fair trading matter if they refuse, and it is between the customer and the dealer. If Toyota chooses to come to the party or not is not the customer's problem... under consumer law it is the dealer who is ultimately responsible that the product they sell is of a merchantable quality.

[cafiem Junior Member Find all posts View Profile Close cafiem]

Interesting. Are you sure mrx? I thought it was toyota Australia that issued the warranty and the dealers merely acted as their agents for want of a better word. I dont have the book in front of me but im sure it names toyota Australia as the warranty provider, not the specific dealer. If you're right then im getting cranky at the wrong person. Can you please advise if you have had some experience with this type of thing.
Ill say more as soon as it's sorted out but I'm not happy.

[Guest Close Guest]

The dealer has to submit the warranty claim to Toyota Australia. The dealer has no say in the matter. They merely record the problem and carry out the repairs if they get approval.

[cafiem Junior Member Find all posts View Profile Close cafiem]

The dealer has to submit the warranty claim to Toyota Australia. The dealer has no say in the matter. They merely record the problem and carry out the repairs if they get approval.

If you met the bloke from the dealership you'd think he was the one having to pay for the repairs.

[MrX Member Find all posts View Profile Close MrX]

I am sure... the ACCC is very clear on this matter

https://www.accc.gov.au/consumers/co...r-manufacturer

"Approaching the retailer or manufacturer

The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer."

The dealer may have no say if Toyota reimburses them for the costs of a repair or not but that does not get the retailer off the hook for the dodgy product they sold you. The way the dealer sorts our their out pocket expenses is of no concern to you.

Consumer guarantees are interesting. Many people don't know they exist and just swallow whatever warranty conditions imposed on them by the sellers. I once got Holden to significantly subsidise a replacement transmission in a 4 year old VE (3 year warranty). After the initial refusal they came around (quite easily actually) when they realised I knew my rights under law. Same goes for a TV you buy from JB, don't swallow the extended warranty garbage, if something you spend 2k on breaks after 18 months there is every chance you are entitled to get it fixed for free, and by the retailer, even if there was only a 12 month warranty.... same goes for pretty much anything you buy.

If you spend 80-90K on a car and a significant part fails (like a sunroof) then you should be entitled under law to get it fixed. The problem I guess is proving it didn't get hit by a rock or something, but since this seems to happen from time to time then IMHO it is not unreasonable to expect that they trust what you say in this regard.

Seems that most retailers / dealers do actually understand the the law but they hope their customers don't.

[cafiem Junior Member Find all posts View Profile Close cafiem]

Thanks mrx. I'll have a read of it. I have some background in the field and am sure it wasn't caused by being hit by anything.

[cafiem Junior Member Find all posts View Profile Close cafiem]

So it's fixed so here's the rest of the story.
Because I had begun the insurance process the repairer had ordered the part from Toyota.
Then because I had a whinge to Toyota customer care they decided to cover the cost of the part as a "gesture of goodwill"
The bloke from the local dealer in Townsville called me and nearly choked on his words, obviously it was coming out of his wages.
So I said OK fine, there is a sunroof at the repairer I'll just get them to fit it (The Toyota guy said they didn't want to fit it).
That would be too simple. The dealer in Townsville wanted to order one from Sydney or Melbourne and refused to let me just get the one at the repairer.
Believe it or not it took about a week and a half for "customer care" to figure it out.
The end of the story is that I got to use the part from the repairer and had to pay for installation.
Mods feel free to delete below if it contravenes site rules:

The good: Gemini crash repairs Townsville for doing their best to sort the problem out and doing a fantastic job of fitting the sunroof.

The bad: The guy at the Toyota dealer in Townsville for originally dismissing my claim before even looking at the car and then cracking the sulks when Toyota decided to supply the part like it was coming out of your pocket.

The ordinary: Toyota customer care for not ringing back when you said you would and taking so long to sort something so simple out and for not paying to fit it.