My story so far not very happy

[Dazzkdj Lurker Find all posts View Profile Close Dazzkdj]

This is my first post.
Ordered my D4D GXL on the 3/2/07 and picked it up from adelaide dealer on 14/4/07.
Salesman showing me and the wife the car on sat morning.
He lifted the bonnet to explain a few things when I saw a wire hanging near the air cleaner box, it was supposed to be connected to the airflow meter,someone forgot to reconnect after fitting air con.
Well done on the p.d. and road test boys(not).
Started engine and engine check light on,salesman was very embarrsed and told me to drive around to service dept.
Fault sorted immediaty and so it should have been. I had just handed over the big fat cheque.

Anyway got home and went over my new baby with a fine toothed comb to find more things not right:
1.air con pipe in front of condenser bent(I straightened it out )
2.air con bracket near air cleaner not fitted correctly.
3. screw in rear no. plate cross threaded result no plate rattles.
4. compliance plate fitted upside down.
5. rear door dropped slightly.

All minor faults but very sloppy workmanship!!!!!!!!!!

Fitted my own soverign bull bar, toyota tow bar ,head light protectors, bonnet protectors and rear sun guard.
Noted all these faults to get sorted at first service.

Anyway have done 2100km. Time to get first done.

Booked in for today at 9.30am told wife it would take about an hour with faults listed (pre booked for over a week).
Three houres later (gave her a loaner and told her to come back).
When I came home from work I went to see what had been done, here we go:
1.compliance plate turned around but the idiot left all the metal filings over the brake booster.
2. rear no plate checked, they are replacing the assembly as captive nut is turning (have to order).
Now this leads to the tailgate adjustment.
I have never seen such a rough as guts bodgey job in my whole life. Tailgate hard very hard to open now,jams up and wont open sometimes, hammer marks on striker and lock + paint missing on hinge bolts (rough p^&%)
Not happy at all. Going straight down there tommorow morning.
Somone is going to get there n%$# cut off.
Apart from these problems great vehicle to drive, heaps of go for a diesel.
Excellent on fuel approx' 1550kms on first tank. Still on 2nd one now.
Also exellent build quality.
Well I may have bored the hell out of you all,but this my story so far.
Will let you all know how I go...


Spelling/punctuation corrected by Mod.

[Grandeman Avid PP Poster! Find all posts View Profile Close Grandeman]

A damned nightmare, by the sounds - sounds like there needs to be some serious head-kicking happening...

Good luck and let us know how you get on.

[Drew Advanced Member Find all posts View Profile Close Drew]

:shock: Blimey Dazz, what a bawls up! Sorry to hear you are having such a shocker of a time.

Give 'em merry hell - even better - name them in here, who knows, a potential customer might be lurking. Brickbats and bouquets where each is due I say. :?

There's been a couple of threads recently about crappy service from Toyota dealers. This is something we shouldn't have to put up with.

Good luck with it all.

Drew.

[Guest Close Guest]

Not wishing to sound like a P%$#.
but...

I would suggest going in and treading lightly for now.

Most of the faults are very minor (apart from rear door).

As you have fitted your own Bar and stuff, the air con pipe being bent etc, opens an avenue to them of "who bent it". (Again not being nasty, just from an outsiders point of view with an open mind).

Your first service seems a long way overdue, this goes against all of the written literature and dealer/warranty requirements. This may cause you an issue if things went belly up.

We all know that little things like fitting comp' plates and number plates is left to a first year apprentice usually, this is pretty well gospel in any dealer.
Cleaning up swarf from drilling rivets is common sense, but not "threatening " to the car if it wasnt done. (If it was over an oil filler I would suggest otherwise though).

It seems 2 of the issues are from the fitment of the air conditioning, another 2 from the delivery of the vehicle (plates).
The door does sound like a real problem and will need addressing.

I have found the paint on any of the bolts on a Prado or other cars for that matter, comes off when a spanner or socket is used on them, part of the course really. Hammer marks, = No-No!

Just my thoughts but go in polite but firm, and ask them to replace the bits that have been marked etc, i wouldnt get too carried away about minor stuff, but certainly make a polite mention of it.

Old story: The rude loud abusive customer gets the slowest worst service, same in a lot of businesses.

Good luck.

[Guest Close Guest]

Interested in knowing which dealer it was as well, maybe a PM is best there?

I deal with CMI and have had no issues whatsoever.

[PeteS Member Find all posts View Profile Close PeteS]

Hi Dazzkdj

Congrats on your first post. This forum is about sharing & learning with the help of others. It also helps to have a dummy spit like this to vent some steam out of your system.

Sorry to read about your problems. They will get resolved (even if it's with another Toyota dealer). The Prado is a great vehicle that deserves far better support than you are getting.

I'm a big believer in giving back feedback. If you are not happy then tell them you are going direct to Toyota and want to see the top person in the dealership before you do this. It's amazing how this gets a better result. Many don't and the problem continues.

At my 10k service and even though I had some other issues, they actually replaced items I thought they would argue about (including my Hella Spotties). This is my 1st Toyota and my experience with other car manuf has been not to replace items "I" have deemed defective. They say "it's not a problem sufficient enough to replace", "we have to get the factory approval" (the bad factory man never approves it).

All will work its way out mate. Continue the slog and it will be worth it.

Cheers
Pete

[rally1 Junior Member Find all posts View Profile Close rally1]

Hi all
I have to agree with the others take the calm approach first as
going in swinging doesnt do anyone any good . Just ask to speak to the service manager and explain allthe problems .One thing for sure service
managers dont like being annoyed . If no luck there the GM . Having
worked in dealerships for 20years you get to knowhow to get things
done

[DarkHorse Member Find all posts View Profile Close DarkHorse]

Hi Dazzkdj,

Sorry to here about your problems. What is it with lack of pride or integrity these days? Service what service? Maybe they should rename "Lack of Service Department"...............

Is it because of the usual cut backs on staff, poor work conditions etc leading to poor work standards and practices. I work in the aviation industry, everything mechanical must be signed off and checked by a second person and then the floor supervisor, as i understand it. When you are dealing with a $70 million dollar aircraft you dont start hitting it with a hammer to make it fit!

Anyhow I digress. It just really pisses me off that people dont have the same pride and professional fortitude to do their job properly. If you do something do it right the first time. Now you have to waste your time and their's going back and getting it fixed again.

I gave my Nissan dealer hell over my X-Trail, if it wasnt perfect or came back with dents/scratches fix it.

I am due to take delivery of my new Prado next week. Normally I would just jump straight in and drive off. I think that I will go over it with a fine tooth comb before I accept it. Going to do it early Friday morning, that way they have until late Friday afternoon to ensure it is perfect.

I hope you get it sorted out.

I am concerned about using the service department at Toyota, still in two minds whether to use someone else.

Regards,


Rob

[Drew Advanced Member Find all posts View Profile Close Drew]

Is it because of the usual cut backs on staff, poor work conditions etc leading to poor work standards and practices.

Work conditions, pay etc are probably better nowadays than ever. I remember my Grandfather telling me stories about the places he'd worked over the years. I think it's more a case of "She'll be right" and such. You see it so much today, people are happy because they don't have to take responsibility for their actions and their consequences. There seems to be an attitude of "Just get it done, no matter what" and if they can get away with a shoddy job, they will.

This isn't true everywhere, there are places where the managers are on the ball, and customer service and quality of workmanship are high priorities and part of the work ethic. The trick is finding these places.

When I said, "Give them merry hell", I guess it sounded a bit overboard, I meant as others are suggesting, make sure you effectively communicate your dissapointment and that you are not going to just take it lying down. Some places this doesn't even work, so I just take my money elsewhere, quietly, no use throwing good money after bad. But I make sure I tell my mates so they don't get burnt too.

It's a pet soapbox issue of mine, so I'd better give it away now. You are right though, the aerospace industry operates in a very different way, I work for a contractor to the RAAF. Things are done a bit different. Maybe that's cause there's more on the line, and our Toyotas aren't worth millions each. :-)

Drew.

[toytech Lurker Find all posts View Profile Close toytech]

Your first service seems a long way overdue, this goes against all of the written literature and dealer/warranty requirements. This may cause you an issue if things went belly up.


First services are now called "complimentary service" now. You get 5,000Km or 3 month's.

[Guest Close Guest]

Any feedback on this one?

[mjforder Senior Member Find all posts View Profile Close mjforder]

My "complimentary" service was due within 3 months or 4,000 kms.

If at all possible, id like to know who the dealer is/was. Makes sense for us to look after each other.

[MickL Addicted PP Member Find all posts View Profile Close MickL]

I bought from the Peter Kittle dealership, we have also had several services done there.

It's my personal opinion (treading lightly, don't want to get accused of slander ) that their sales guys don't know their products, their customer service is very poor, and the work their service guys do is below average.

I have had dealings with CMI and Northpoint Toyota and have found them both to be excellent to deal with.

My opinions based on my experiences as a customer of these dealerships.


Mickl

[mjforder Senior Member Find all posts View Profile Close mjforder]

I have had dealings with CMI and Northpoint Toyota and have found them both to be excellent to deal with.

I purchased my "$ pit" from Northpoint - Prospect. It went there for its complimentary service. Great bunch of folk.

In my view, customer service goes BOTH ways - so if I get good service I will return the favour and go back as well as mention it to others.

[Giblet Lurker Find all posts View Profile Close Giblet]

happens to used cars too..I just bought a 2006 TD..was told it had a 100 point check and all the rest , and a full service..when I inspected the car pre purchase found that the removable drain on the airbox was full of dirt..asked the salesman did they do a check or just wash it..when I signed up for the car it was fitted with seat covers..good ones too..Michelles , when I went to pick it up these weren't in it..queried this and was told we always remove the seat covers etc...makes sense because my trade in was in the yard and that had the dash mat , seat covers , floor mats removed....car also had one key...$400 to get another cut.
Funny thing is I rang the previous owner and she said she traded the car with 2 keys , seat covers , floor mats , dash mat , and cargo barrier
..oh and she also said it had never been in 4WD..God bless her