Comments on: Toyota Customer Service: Tips for Getting Your Problem Solved http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/ Toyota Tundra News, Reviews, Accessories, and Information Sat, 22 Nov 2008 07:10:24 +0000 http://wordpress.org/?v=2.6.2 By: Mickey http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5061 Mickey Sat, 22 Nov 2008 04:34:47 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5061 Carl I'm suprise they didn't at least have a paper trail that you were there. They should have one. I had a similar thing with my 92 Sonoma. It had a cracked exhaust manifold and I took it in to price having it done. They stated it would cost about $300. I had to wait till payday. Well when I went in it had 64,150 miles on it. The service writer told me that the warranty went out at 64,000 miles. I told him I was there 2 weeks prior and never was told about the warranty. I pulled out my sheet showing I was there and the mileage was 63,925 miles. They still wouldn't honor it.I was pretty much pissed off about that. After fixing it I traded it in. Carl I’m suprise they didn’t at least have a paper trail that you were there. They should have one. I had a similar thing with my 92 Sonoma. It had a cracked exhaust manifold and I took it in to price having it done. They stated it would cost about $300. I had to wait till payday. Well when I went in it had 64,150 miles on it. The service writer told me that the warranty went out at 64,000 miles. I told him I was there 2 weeks prior and never was told about the warranty. I pulled out my sheet showing I was there and the mileage was 63,925 miles. They still wouldn’t honor it.I was pretty much pissed off about that. After fixing it I traded it in.

]]> By: Carl http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5056 Carl Fri, 21 Nov 2008 20:14:37 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5056 My wife was driving a 2003 Camry out of state when the check engine light came on. She took it to a Toyota dealer in Orlando, FL area. They told her it was the catalytic converter and was under warranty, but they had none in stock. She asked them if was safe to drive and would it be safe to drive to our home in Atlanta to get service. They said it was safe to drive and yes she could wait until she got to Atlanta. As they made no repair, she got no paperwork. The technican failed to mentioned and my wife did not realize that the emission system was about 300 miles from going out of warranty and Atlanta is 500 miles away. We have e-mailed and called the service manager about this but get no response and he is never in. If we just drive into our local dealer he will point out it is out of warranty. We cannot go back to the dealer in FL, as that is 500 miles away. 1. Does the fact the car was presented for repair while in warranty help us in any way? 2. If yes, how do we get the FL dealer and Toyota to respond? Or are we out of luck for this be a warranty repair. My wife was driving a 2003 Camry out of state when the check engine light came on. She took it to a Toyota dealer in Orlando, FL area. They told her it was the catalytic converter and was under warranty, but they had none in stock. She asked them if was safe to drive and would it be safe to drive to our home in Atlanta to get service. They said it was safe to drive and yes she could wait until she got to Atlanta. As they made no repair, she got no paperwork. The technican failed to mentioned and my wife did not realize that the emission system was about 300 miles from going out of warranty and Atlanta is 500 miles away. We have e-mailed and called the service manager about this but get no response and he is never in.
If we just drive into our local dealer he will point out it is out of warranty.
We cannot go back to the dealer in FL, as that is 500 miles away.
1. Does the fact the car was presented for repair while in warranty help us in any way?
2. If yes, how do we get the FL dealer and Toyota to respond?

Or are we out of luck for this be a warranty repair.

]]> By: Kevin (Mack) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5043 Kevin (Mack) Thu, 20 Nov 2008 18:44:18 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5043 No. I have not spoken with the GM yet. I was feeling pretty hopeless in that that is how I suspected the warranty process works ... They see sludge and the claim is refused. But let me understand, the claim refusal comes AFTER the repair is done? Well, that gives me pause for hope. It gives me some [not much, but some] leverage in that the manufacturer could grant an exception, or the dealer might [for goodwill/customer satisfaction purposes] be willing to negotiate on the cost. The $5,700 is for a salvage yard long block engine with 13,000 miles on it. The service manager told me that a new from the factory short block engine would cost $6,200. No. I have not spoken with the GM yet. I was feeling pretty hopeless in that that is how I suspected the warranty process works … They see sludge and the claim is refused. But let me understand, the claim refusal comes AFTER the repair is done? Well, that gives me pause for hope. It gives me some [not much, but some] leverage in that the manufacturer could grant an exception, or the dealer might [for goodwill/customer satisfaction purposes] be willing to negotiate on the cost.

The $5,700 is for a salvage yard long block engine with 13,000 miles on it. The service manager told me that a new from the factory short block engine would cost $6,200.

]]> By: admin (Jason) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5031 admin (Jason) Thu, 20 Nov 2008 04:01:11 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5031 Kevin - One more thing. Failing a full warranty reimbursement, you might ask about a re-manufactured engine instead of a brand new one. That might cut the cost somewhat. Kevin - One more thing. Failing a full warranty reimbursement, you might ask about a re-manufactured engine instead of a brand new one. That might cut the cost somewhat.

]]> By: admin (Jason) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5029 admin (Jason) Thu, 20 Nov 2008 03:53:42 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5029 Kevin - I think you've got to hit both fronts. The affidavit will help somewhat, as will the appeal to goodwill. Still, the service manager is right in the fact that his hands are somewhat tied. Here's how a warranty claim works on the dealer's side: The dealership files a warranty claim, gets a free motor from Toyota using their claim number, and then after the repair has been made they send back the old parts. Toyota then has the option to inspect the returned part(s) and verify the warranty claim was legitimate. I can't say with certainty just how many parts Toyota's warranty team inspect, but I can guarantee they take new engine warranty claims quite seriously (if for no other reason than to improve future products). As soon as one of the warranty inspectors sees the sludge in your motor, they'll nullify the warranty claim and charge the dealership for the repair. If the dealership is going to get this handled, they're going to have to get it approved with Toyota's awareness of the sludge. That's the trick. Have you spoken to the GM yet? Perhaps he or she is friends with someone at Toyota and can get an exception made for you. Kevin - I think you’ve got to hit both fronts. The affidavit will help somewhat, as will the appeal to goodwill. Still, the service manager is right in the fact that his hands are somewhat tied. Here’s how a warranty claim works on the dealer’s side: The dealership files a warranty claim, gets a free motor from Toyota using their claim number, and then after the repair has been made they send back the old parts. Toyota then has the option to inspect the returned part(s) and verify the warranty claim was legitimate. I can’t say with certainty just how many parts Toyota’s warranty team inspect, but I can guarantee they take new engine warranty claims quite seriously (if for no other reason than to improve future products). As soon as one of the warranty inspectors sees the sludge in your motor, they’ll nullify the warranty claim and charge the dealership for the repair. If the dealership is going to get this handled, they’re going to have to get it approved with Toyota’s awareness of the sludge. That’s the trick. Have you spoken to the GM yet? Perhaps he or she is friends with someone at Toyota and can get an exception made for you.

]]> By: Kevin (Mack) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5025 Kevin (Mack) Thu, 20 Nov 2008 00:07:25 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5025 Okay ... and thanks for the time you have given me, but two more questions. I spoke with the service manager yesterday and, not to my surprise, he said that the engine is "all gelled and sludged up" and that I need an engine replacement [$5,700]. First, it's coming down to "proof" that I've properly serviced the vehicle. As I mentioned before I generally changed the oil myself ... actually my brother-in-law did the oil changes; but I have 2 receipts from a JiffyLube. The service manager keeps saying that their [the dealership's] hands are tied; it is the manufacturer who requires the proof of oil changes and the manufacturer who will approve or refuse the repair/replacement. Isn't this a matter of "mommy" blaming "daddy" for the decision? Question #1: How likely would it be that the manufacturer/dealership would accept a sworn affidavit from my brother-in-law as proof? Question #2: How likely would it be that the dealership would accept a Goodwill/Customer Satisfaction argument? I recognize that dealerships are in the business to make money, but I would think, if for no other reason, customer goodwill would win out seeing as I have bought 2 vehicles from that dealership [~ $45,000] in the past 3 years and have referred several customers ... 2 of whom purchased vehicles [> $50,000]. Okay … and thanks for the time you have given me, but two more questions.

I spoke with the service manager yesterday and, not to my surprise, he said that the engine is “all gelled and sludged up” and that I need an engine replacement [$5,700].

First, it’s coming down to “proof” that I’ve properly serviced the vehicle. As I mentioned before I generally changed the oil myself … actually my brother-in-law did the oil changes; but I have 2 receipts from a JiffyLube.

The service manager keeps saying that their [the dealership's] hands are tied; it is the manufacturer who requires the proof of oil changes and the manufacturer who will approve or refuse the repair/replacement. Isn’t this a matter of “mommy” blaming “daddy” for the decision?

Question #1: How likely would it be that the manufacturer/dealership would accept a sworn affidavit from my brother-in-law as proof?

Question #2: How likely would it be that the dealership would accept a Goodwill/Customer Satisfaction argument?

I recognize that dealerships are in the business to make money, but I would think, if for no other reason, customer goodwill would win out seeing as I have bought 2 vehicles from that dealership [~ $45,000] in the past 3 years and have referred several customers … 2 of whom purchased vehicles [> $50,000].

]]> By: admin (Jason) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5008 admin (Jason) Tue, 18 Nov 2008 05:42:26 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5008 Kevin - I would say that you need to appeal to the service manager. He or she has some discretion to help you (not a lot mind you, but some). If the engine comes apart and there aren't obvious signs of sludge (likely due to missed oil changes) you've got a free repair. Without being negative or confrontational, I would ask the service manager about accounts you've found on engine sludge in Toyota engines on the internet (there are quite a few out there - just search "toyota engine sludge"). Perhaps he'll look at it your way. If you don't like the answers you're getting from the service manager, then I would get the GM involved. This might come down to the power of personality, so put on your game face and get these guys on your side by being the nicest, greatest customer they've ever met. Good luck! :-) Kevin - I would say that you need to appeal to the service manager. He or she has some discretion to help you (not a lot mind you, but some). If the engine comes apart and there aren’t obvious signs of sludge (likely due to missed oil changes) you’ve got a free repair. Without being negative or confrontational, I would ask the service manager about accounts you’ve found on engine sludge in Toyota engines on the internet (there are quite a few out there - just search “toyota engine sludge”). Perhaps he’ll look at it your way. If you don’t like the answers you’re getting from the service manager, then I would get the GM involved. This might come down to the power of personality, so put on your game face and get these guys on your side by being the nicest, greatest customer they’ve ever met. Good luck! :-)

]]> By: Kevin (Mack) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5004 Kevin (Mack) Mon, 17 Nov 2008 18:01:15 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-5004 I have had been only able to find two of the oil change records and none of the receipts for the changes I did myself. Any suggestions on how I might get Toyota to mitigate some, if not all, of the cost? I have had been only able to find two of the oil change records and none of the receipts for the changes I did myself. Any suggestions on how I might get Toyota to mitigate some, if not all, of the cost?

]]> By: admin (Jason) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-4934 admin (Jason) Tue, 11 Nov 2008 04:59:55 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-4934 Kevin - In all likelihood, the white smoke you see coming from the tailpipe is the result of a blown head gasket. Based on the other symptoms you describe (loss of power on acceleration, oil missing), I'm 99% on this. The issue I have is with the oil change frequency you mentioned. I don't work for Toyota, and this website is completely independent, but I think the service manager might be right. If you drive 17 miles to work every day (let's say that's round trip and not one way), that's 85 miles a week. Most people drive about three times that per week, so I'm going to round up to 120 miles a week. After 26 weeks (about 6 months, give or take a few days) you've gone 3,100 miles. That's well within the limits and you should tell the service manager as much. However, if that 17 miles you mentioned is one way, then you're at more than 6000 miles between oil changes. That's not good. Either way, the fact is if you change your oil yourself, you need to keep records for this exact purpose. If you can't prove you changed the oil (and keep in mind any records - even just a receipt for an oil filter - are sufficient), you're not going to get help. My suggestion is to find your records, and you might want to think back the last few months and ask yourself if you forgot an oil change...that could certainly cause this to happen. Kevin - In all likelihood, the white smoke you see coming from the tailpipe is the result of a blown head gasket. Based on the other symptoms you describe (loss of power on acceleration, oil missing), I’m 99% on this. The issue I have is with the oil change frequency you mentioned. I don’t work for Toyota, and this website is completely independent, but I think the service manager might be right. If you drive 17 miles to work every day (let’s say that’s round trip and not one way), that’s 85 miles a week. Most people drive about three times that per week, so I’m going to round up to 120 miles a week. After 26 weeks (about 6 months, give or take a few days) you’ve gone 3,100 miles. That’s well within the limits and you should tell the service manager as much. However, if that 17 miles you mentioned is one way, then you’re at more than 6000 miles between oil changes. That’s not good. Either way, the fact is if you change your oil yourself, you need to keep records for this exact purpose. If you can’t prove you changed the oil (and keep in mind any records - even just a receipt for an oil filter - are sufficient), you’re not going to get help. My suggestion is to find your records, and you might want to think back the last few months and ask yourself if you forgot an oil change…that could certainly cause this to happen.

]]> By: Kevin (Mack) http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-4919 Kevin (Mack) Mon, 10 Nov 2008 18:50:09 +0000 http://www.tundraheadquarters.com/blog/2007/04/30/toyota-customer-service-tips-for-getting-your-problem-solved/#comment-4919 In January of 2006, I purchased a 2005 Toyota Corolla with 24,000 miles. About two to three weeks ago, I noticed white smoke coming from the tail pipe upon starting it after work. I travel about 17 (highway) miles. And, I noticed that the car seemed to loss power when accelerating. I scheduled the vehicle for servicing, but ending up having to have it towed to the dealership a day early [a dead battery]. The Service Supervisor told me that the battery was in deed dead [$147.00 to replace], but the bigger problem was the smoke. He indicated that the vehicle was down a quart of oil and there appeared to be significant engine damage. He asked about my oil change habits. I told him that I changed the oil about every 6 months or so. He then asked if I had any of the oil change records. I told him that I have two or three of them from when I took the vehicle to a Jiffy-lube or Brakemax, but I generally changed the oil myself. [Okay, I'm a cheapskate ... I can find other things to do with the $30 ... like buy a gallon of gas.] The service supervisor wants $1,000+ to pull off the valve cover and oil pan to look for sludge stating that this would indicate that I had been neglectful in changing the oil. He indicated that if they find sludge, my warranty would be invalid and I would have the bear the cost of the repair. I purchased the vehicle because of Toyota's reputation for quality and service and recently bought a second high end SUV, when it appeared that the reputation had been earned ... but, now, that I'm having problems, I'm starting to question my choice. In January of 2006, I purchased a 2005 Toyota Corolla with 24,000 miles. About two to three weeks ago, I noticed white smoke coming from the tail pipe upon starting it after work. I travel about 17 (highway) miles. And, I noticed that the car seemed to loss power when accelerating.

I scheduled the vehicle for servicing, but ending up having to have it towed to the dealership a day early [a dead battery]. The Service Supervisor told me that the battery was in deed dead [$147.00 to replace], but the bigger problem was the smoke. He indicated that the vehicle was down a quart of oil and there appeared to be significant engine damage. He asked about my oil change habits. I told him that I changed the oil about every 6 months or so. He then asked if I had any of the oil change records. I told him that I have two or three of them from when I took the vehicle to a Jiffy-lube or Brakemax, but I generally changed the oil myself. [Okay, I'm a cheapskate ... I can find other things to do with the $30 ... like buy a gallon of gas.]

The service supervisor wants $1,000+ to pull off the valve cover and oil pan to look for sludge stating that this would indicate that I had been neglectful in changing the oil. He indicated that if they find sludge, my warranty would be invalid and I would have the bear the cost of the repair.

I purchased the vehicle because of Toyota’s reputation for quality and service and recently bought a second high end SUV, when it appeared that the reputation had been earned … but, now, that I’m having problems, I’m starting to question my choice.

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