Toyota unethical warranty policy

unkel

There was an article in the Sunday Times yesterday claiming Toyota specifically instructed UK dealers not to repair faults under warranty, unless the customer mentioned them or they were safety related

Toyota has denied these allegations

/gets long term popcorn

johnos1984

I spotted that too.

Seems like madness really as the intention was to stick the customer with a massive bill for all the work once the warranty had expired.

Customer will be left annoyed feeling the dealer hasn't a clue when it comes to servicing and will most likely vow never to buy another Toyota as they are built to last the warranty period.

MADNESS

Wile E. Coyote

If its not safety or reliability related, then why go to the trouble of replacing parts that haven't yet failed and the customer isn't complaining that there's a problem with?

johnos1984

Wile E. Coyote wrote: »

If its not safety or reliability related, then why go to the trouble of replacing parts that haven't yet failed and the customer isn't complaining that there's a problem with?

If you read the article you would know they were told to ignore things like engine oil leaks and fuel leaks.

Now that is MAD

EPM

Very little information is given on the basis of the accusations and a quote from a former employee could mean someone with an axe to grind. Sounds like normal enough practice though tbh.

-Corkie-

I think the offer for 3 years free servicing is a joke. The small print says 3 years or 45k kms whichever comes first.

unkel

Wile E. Coyote wrote: »

If its not safety or reliability related, then why go to the trouble of replacing parts

It's unethical. The newspaper claims to have seen a document that a Toyota dealer was warned about "wrongly carrying out £3,000 of repairson two faulty clutches, one set of corroded alloys and defective wind mirrors that were causing extreme wind noise" - just because the customer hadn't mentioned these issues

Somebody please leak that document to the internet please...

Tea 1000

-Corkie- wrote: »

I think the offer for 3 years free servicing is a joke. The small print says 3 years or 45k kms whichever comes first.

You'd also wonder how well they actually service it when it's in. Many main dealers do a fairly half-assed job when you're paying for the bloody thing, let alone what they might do if you were getting it for free!

unkel wrote: »

It's unethical. The newspaper claims to have seen a document that a Toyota dealer was warned about "wrongly carrying out £3,000 of repairson two faulty clutches, one set of corroded alloys and defective wind mirrors that were causing extreme wind noise" - just because the customer hadn't mentioned these issues

Somebody please leak that document to the internet please...

Corroded alloys seems to be a Toyota speciality! I don't know what company Toyota and Lexus get to supply their alloys, but nearly all of them corrode like a bitch.

MugMugs

I had a bit of hassle with a Dealer last week over a fault present on my motor when I bought it.

It was acknowledged when I bought her but not noted (my fault for not making sure it was)

Guy I had on the phone was a bit of a tool anyway but came out with this "If it was a radio not working or something like then we'd fix it....." to which I asked if there was a definition of "something like that" in their warranty.

Shouting match later they took the motor back and did a half arsed repair on her.

This article doesn't suprise me in the least after my "Toyota Experience"

johnos1984

What was wrong with it MugMugs?

I'm sure it was something small and uncommon (That's what they all say)

MugMugs

Nothing mechanical or critical hence my initial acceptance of the car at the time.

Wee vinyl part below the bumper comes loose.... mainly when hammered off a kerb. The bumper on both sides aswell would pull as the clips were missing.

Day I was getting the car I had a meeting and I pointed the issue out to the Sales man. Me assuming he noted it thought no more until I went to get it serviced and then they started denying it was like that.

Compliments of ND actually, I know of another wee fault I'll be calling them with.

Saab Ed

Gotta be honest guys, much as I hate Toyotas (and I really do hate them) everything I've ever experienced with Toyota and their dealers would be the complete opposite of what this article proclaims to have happened. I'm not saying its not true, I just find it very hard to beleive it is true.

johnos1984

Saab Ed wrote: »

Gotta be honest guys, much as I hate Toyotas (and I really do hate them) everything I've ever experienced with Toyota and their dealers would be the complete opposite of what this article proclaims to have happened. I'm not saying its not true, I just find it very hard to beleive it is true.

Anyone I know personally (including family) has only had good service from my local dealer. Their new/used cars are pricey though.

Ivers and Cullinan in Nenagh if anyone is interested

unkel

Saab Ed wrote: »

everything I've ever experienced with Toyota and their dealers would be the complete opposite of what this article proclaims to have happened. I'm not saying its not true, I just find it very hard to beleive it is true.

Toyota here in Ireland have an excellent reputation for customer services. Not just within the warranty period, but also after the warranty has expired

And let's be clear this is a UK article

That said, the ST are not going to make up stories about minutes / letters, unless they have actually seen these documents (and probably kept a copy of them for backup )

MetzgerMeister

Tea 1000 wrote: »

Corroded alloys seems to be a Toyota speciality! I don't know what company Toyota and Lexus get to supply their alloys, but nearly all of them corrode like a bitch.

That's not just Toyota alloys, it seems to happen with a lot of Japanese brand cars.

On my RX8, the alloys were corroded when I got it, same with the MPS. A work colleague's RAV4 alloys are corroded. I've seen very badly corroded alloys on a 2006 Civic and a 2008 accord too.