Disgusting Customer Service from Toyota Athlone and Toyota SA

<p>I purchased a vehicle and took ownership on the 11th September 2013. The vehicle is a Yaris Hatch T3 (new) Yaris 1.3P 3dr 6M High 11 (40V) which was a demo model. The first service I took the vehicle for was on the 2nd September 2014 to the Toyota Athlone service centre in Cape Town, a week or 2 before that my vehicle wouldn't start and I called Toyota Roadside Assistance. A technician was sent out and I was advised when my vehicle goes for service to inform the service centre that there could be a block on my fuel consumption pipe, they need to check my pistons because of the sound the vehicle is making. When I took my vehicle in and advised them to check, I was then told upon collection that there isn’t anything wrong with the vehicle. I then drove my vehicle and took it back for a service on the 1 December 2015, when once again I advised about the sound on my vehicle, at this point I was leaving for Dubai and was advised that I needed to bring the vehicle back for it to be checked. At this point I was also advised that I will need to pay for the engine stripping in order for them to find the fault as they picked up something was wrong. I then drove my vehicle and in June I advised that my vehicle wasn't driving properly, fuel consumption was higher than usual, there was still this funny sound on the car and the vehicle sounded extremely loud when I drove it. On the 27th June 2016 my vehicle was taken to the Toyota Service Centre in Athlone, where they ran a full diagnostic on the vehicle. Just 6 months prior I was advised that I would have to pay for the engine stripping and diagnostic test as it wasn't covered under warranty, however when I took the vehicle in, I was advised that everything will be covered by the warranty. I was then advised that it could be an engine replacement. I then awaited feedback and was advised that there was no need to replace the entire engine, however the pistons that is in the vehicle is faulty and not working correctly. I was then advised that they will replace the old piston with a newer Toyota piston as well as the rings and head. I wasn’t even offered a courtesy vehicle, I had to request and fight with them for one, which I never took as the excess was an exorbitant amount which I was not prepared to pay. I then collected my vehicle and drove it. I then booked my vehicle in for a service again to be conducted on the 23 December 2016, this time I advised the lady who made the booking that my vehicle is once again making a funny noise, driving sluggish and sounding extremely loud. When I booked my vehicle in on the 23 December 2016, I advised the service consultant of the same. Upon collection of my vehicle I was advised that they checked and there isn't anything wrong or at least they didn't pick up anything. I then drove my vehicle and it just didn't feel right. On the 4th January 2017 my vehicle wouldn't start and I could hear it was a mechanical fault once again. I then called the Toyota Service Centre in Athlone and spoke to the service consultant. He then advised that I can bring my vehicle in for them to check it out. I then arranged for my vehicle to be towed in on the 5 January 2017. I asked the service consultant if this will still be covered under warranty and I was advised that it would. I then received a call on the 6th January 2017 from the service consultant advising me that I will have to have a new engine put into the vehicle and this will come with a new VIN number and registration of the new engine. I then asked whether they will be doing the registration as this is not my fault. Once again for me this was a fault on Toyota's side and I could not control that the engine wasn't working properly. The Service Consultant then advised that he will need to speak to his manager who will only be back on the 9th January 2017 and they will need to get authorisation from the Warranty Manager of Toyota South Africa. I then advised the Service Consultant that I will give him until the afternoon of Monday 9th January 2017 to get things sorted and let me know the process. I did not receive any feedback by Monday and decided to call the Service Consultant, who wasn't available and then he called me back. He then advised that my vehicle is fine and starting and they have been monitoring it, so I can come and collect it and just monitor the vehicle. I refused to collect my vehicle due to the fact that the Friday I was advised of an engine replacement and then suddenly the Monday my vehicle was fine. I then advised that I wasn’t happy and how could my vehicle suddenly go from engine replacement to its fine now and working. He then advised that he would get his manager to call me. I then received a call on Tuesday 10 January 2017 from the Workshop manager advising me that my vehicle is out of warranty and wanted to know if they can go ahead to do the work at my cost. I then refused to accept that as I was advised that the vehicle was still in warranty and that the work will be done under warranty. I am very disappointed with this level of customer service and customer care from Toyota, as this has been an issue that I have advised them about since before I had my vehicle for a year. I then submitted a complaint via Toyota SA on the 10 January 2017 advising of everything that took place. Upon my request and complaint I advised that I would like a Senior Manager to handle my case as I needed someone that had the ability and decision making power, however a consultant called me and advised me that the Toyota Athlone Workshop Manager will deal with my case and they will be stripping the engine and sending it to the engineers. I was advised that this will only be done the Thursday (12 January 2017) or Friday (13 January 2017). Once they stripped the engine it will go to the engines the week of the 16 January 2017. I then asked about a courtesy vehicl as I was starting work Monday, 16 January 2017 and required a vehicle as my job entails me looking after various sites and having to visit those sites. My job requires me to have a vehicle. The Contact Centre Consultant then advised she would call Toyota Athlone and advise me about the decision. I then received a call back from the Contact Centre Consultant who advised Toyota Athlone do not have any vehicles, I then asked what I am to do now and the consultant says she doesnt have an answer for me. Once again the frustration built because again Toyota provided someone to communicate with me that could not make a decision. The Service Consultant (Toyota Athlone) then called me again on the 10th January 2017 to apologise for any misunderstandings and that they will be stripping the engine to check what the fault is, in order for them to better inform me, this was after the Contact Centre Consultant already advised. I was then advised that the Warranty Manager needed to give authorisation and will probably come out to check the vehicle himself. I then went back and forth with Toyota Athlone regarding a loan vehicle. I then requested a courtesy vehicle from the Service Consultant who advised me that the Workshop Manager will call me. I then waited and didnt receive any feedback and then called again the 12 January 2017. Once again I didnt have any joy and waited to be contacted. On the 13 Janaury 2017 I called the Service Consultant again and he advised that the Workshop manager was supposed to call me back but he left already and he will get him to call me first thing Monday, 16 January 2017. The Monday 16 Janaury 2017, I didnt receive any feedback and then called the Service Consultant who advised that the Workshop manager will call me. I then received a call from the Workshop manager advising me that they dont have any vehicles at Toyota Athlone but he will be sending a request to Toyota SA to assist and he will call them and let me know. By Tuesday, 17 January 2017, I didnt receive feedback and called the Service Consultant again, who then advised that the Workshop manager is in with a client and he doesnt want to disturb him. I was then advised to call Toyota SA because the request was sent by the Workshop Manager. The Service Consultant said he didnt want me to wait and if I called it will speed up the process. I was so disgusted at this point. I then called Toyota SA only to find out they had no record of a request for a courtesy car or car hire for me. I then called the Service Consultant back and advised him that Toyota SA has no record and he advised that the Workshop Manager is still busy with a client and will get him to call me. I have not received any communication from Toyota Athlone or Toyota SA regarding the courtesy car or car hire. I havent received any feedback regarding my vehicle. I have to call them all the time to receive feedback. I called again on Friday, 20 January 2017 to speak to the Service Consultant and he wasnt available so I am still awaiting feedback.</p> <p> </p> <p>When the vehicle was purcahsed it was the greatest customer service I received from the Sales Consultant, however I am disgusted and disappointed that such a huge corporation doesnt have their clients best interest at heart. My biggest concern is that a quick fix solution took place in June 2016 and that there was admission that my pistons were faulty, which does not make this my problem but rather negligence and an oversight from Toyota. I am refusing to pay any cost or to collect my vehicle because had they done the engine replacement in June/July 2016 then I would not be sitting with this problem now. Once again Toyota technicians and engineers overlooked a bigger problem and now I have to bare the brunt of their negligence. I am extremely unhappy because every month my instalments are paid happily to Toyota Financial Services but this is the treatment they give to their customers.</p> <p> </p> <p>I don't want to deal with anyone who doesnt have decision making power and would like a competent individual to assist me, is that too much to ask. What happened to putting your customer first and seeing to their needs? I have been so accomodating and amicable and have not had any resolution to help me through this very stressful process. I am at risk in terms of my job due to the fact that I do not have a vehicle.</p>