Bad service

KKJ038MP - Issue with water in both rear doors Toyota SA ***

NTT White River Tercia Human *** Ewald Engelbrecht Motus Toyota Nelspruit Salesman – Mauritz Fouche *** Toyota SA Khaya Nomvula ***

1 December 2022 1. Realised rear doors were full of water. 2. Took the vehicle to NTT Toyota in White River 3. Tercia Human acknowledged that there was a problem. She took the vehicle to the workshop and drained the water. 4. I requested guarantee that this problem will be looked after should damage show after the vehicle is out of warrantee as the doors were still when on the inside and it could damage the components i.e electronics, window motor etc and cause rust that may only show at a much later stage. 5. She introduced me to Ewald Engelbrecht (Manager). 6. Ewald told me that Toyota SA is aware of the issue and that the doors are collecting water from the bottom, when driving on whet roads, due to faulty plugs and a design issue. 7. I was assured that a job card had been opened and that the issue had been recorded on my vehicle profile and history on the Toyota system. 8. I was also promised by Ewald that he would email proof of the “job” to me 9. He further promised that it would be covered should any damage occur after the warrantee had lapsed. 10. I requested written proof of this 11. I am still waiting for Ewald’s email and proof of the warrantee and recording of the description of what had happened and what they did. 12. 14h15 1 December 2022 - Call to Toyota SA a. Contact Issue Khaya b. He will call NTT re the issue and get back to me within the hour 13. 14h57 Call *** (Assigned to Caxton Mabikwa and Ewald Engelbrecht) – Received via SMS 14. Toyota App - “Screenshot_***_MyToyota” 2 December 1. 9am – still no call from Khaya at Toyota SA 6 December 1. 14h15 Received a call from Nomvula (Toyota SA). Had to explain to her what the query is all about. Also said: a. That I have not received any email/call from Ewald Engelbracht regarding his promise b. No feedback from Khaya or Caxton either c. I need to know if Toyota is aware of the problem and how it will be resolved so that I don’t have to drain water from the doors every time I drive through rain. 8 December 1. 8h00 received a call from Tercia at NTT Toyota in White River to let me know the new parts for the doors arrived. 2. Still no emails re the job card etc from Ewald 12 Desember 1. I took the Hilux in to NTT in White river to have the rubbers on the doors replaced. 2. They replaced the rubbers at the bottom but that is not where the water is coming in. The water is coming into the doors from the top next to the window 3. Tercia sent me a copy of the invoice. When I ask here about the emails they promised on 1 December she said she can’t send them but will talk to Ewald about it. 4. Still no emails form Ewald or communication from Caxton. 15 December 1. Received a call from Tercia at NTT White River to ask if I am satisfied with the service. I told her that I am not as I have yet to receive the promised emails from Ewald. Received an email from NTT Toyota stating that the “dissatisfaction” has been escalated to Ewald. 2. Still no email/communication from Ewald. 20 December 1. Received an email from Daphney at Toyota SA telling me that the vehicle has a 3 year/100 000 km warrant and that the doors are covered under this warrantee. This is not acceptable as damage will show much later. She also told me that should there be damage to the repaired parts Toyota will assess and replace. I don’t agree with this as water damage will not occur to the replaced rubber parts but to the doors and other parts inside the doors. 18 January 2023 1. Still no reply from Toyota on my last email 2. Still no emails from Ewald or any other Toyota staff regarding the initial promise of copies of the job card or acknowledgement of the problem. 9 February 2023 – 1. I noticed that there was still water coming into the doors of the vehicle. I called Toyota head office and they promised that Daphney would call me back 14 February 2023 1. I am still awaiting Daphney’s call 2. I noticed that the case was closed without any further communication.