Nightmare Service Experience

After using the group since 1994, and owning/buying two Toyota vehicles I'm now rethinking Toyota's claim to service excellence. In February, I needed to replace the water pump. Since my annual service was a few months away, I elected to do it at the same time, mentioning that I experienced an intermittent knocking sound when I turned the steering wheel, and was told that I needed to replace the steering shaft. Within the next 24 hours, I was asked to approve a verbal quote of more than R17,000.00, which I did on the understanding that I would receive a written one via e-mail. Needless to say, I'm still waiting... After six days, and after much annoyance on my part, I was informed that (a) The steering shaft needs to still be manufactured in Japan ETA unknown; (b) I don't qualify for a courtesy car, after being told I would have one the day after I'd delivered my vehicle to the service centre. I persisted harshly and was then told that I could still drive the vehicle until the part arrived. I then queried (a) why I wasn't informed of this at the onset; (b) would they give me a written undertaking that the vehicle would be safe to drive and (c) could I collect the vehicle that day if that was the case. "No, we haven't worked on your car since you dropped it off" So, another two days went by... Mid-March, Toyota South Africa called me to inquire as to whether the dealership had contacted me to book the replacement of the steering shaft, as the part had been delivered to them - they hadn't... Later that afternoon I obtained a booking. When I delivered the vehicle to the service centre again, I requested the invoice to be e-mailed to me PRIOR to collection and a driver to fetch me from OR Tambo on the day of collection, neither of which was done. Result? The car is noisier than before it went in for repairs, with added noises. There is still intermittent knocking, when steering, the ignition cuts often and tuning is certainly not optimal. The dealer principle's approach : "Let's sell you a new car"... The biggest farce is that when give a negative customer service survey, you receive an communication informing you that the service manager will be in contact - never happens!