Emails Completely ignored by Customer service

We have had nothing but bad service from Toyota Customer care with regards to having our Bakkie's Warranty extended.

Firstly it took them more than a month to get a proper quote to me for payment (This was last year October) We EVENTUALLY got the quote and we made payment on the 24th of November 2017.. I had to send the proof of payment through to so many people to confirm receipt of same and another month went by without knowing whether the warranty was actually extended as we received NO feedback nor documents to confirm same.

Someone EVENTUALLY got back to me and advised that the warranty was indeed extended and I requested for them to send me a copy of the Warranty policy so I have proof on file of the extension.

I spoke to Zaheed Boda (Team Leader: Inbound Sales & Retention : Direct Sales) on the phone on the 19th of December 2017 and he confirmed my policy number and assured me that the documents will be posted to me... he requested our full details (Postal address etc), which I sent to him via email on the same day and he confirmed receipt of this mail.

A month later (24 January 2017) and still no documents - so I sent another email to follow up as no one ever gets back to me..

I had this reply from Ntombizodwa Mogale (Team Leader: Inbound Sales & Retention : Direct Sales) on the same day, 24th of January 2017:

"Good day Please there is no postal address captured on the system due to the communication method being on email. Kindly provide us with your postal address and I will arrange for your policy documents to be posted to you. Regards Ntombi"

I then responded to her on the same day : "Good morning, Thank you for your prompt response. Please see my initial email below to Zaheed giving him my postal address etc. he even confirmed receipt of same. I can not believe what you are asking me... The service from Toyota has been so so bad! We have had such an issue with getting this warranty extended (which was done finally) and now with getting our warranty document sent to us. I require a tracking number for my documents before the close of business as this is just not acceptable anymore. This whole process has taken more than 4 months!!! From my initial request for a quote - which was a disaster from the beginning. I would like to finalize this now please. I have never had such bad service from the motor industry."

As I suspected.. No one responded and the email was cc'd to all of the below, not ONE person even made the effort to mail me back:

Zaheed Boda ********** ********** ********** Ntombizodwa Mogale Mangaka Molaqa

I sent another follow up mail on the 31st of January 2018:

Good day, I refer to my mail below - sent 24 January 2018 - can someone please revert back to me? I have not had any response from Toyota. What is going on with the service at Toyota?? I cant believe how bad it has been... No one gets back to you and this is just to get my warranty documents delivered... This whole process has been taking months PLEASE CAN SOMEONE JUST EMAIL ME WITH FEEDBACK REGARDING THE WARRANTY DOCUMENTS?? TO WHICH POST BOX WILL IT BE DELIVERED AND WHEN WAS IT SENT??"

To date I have had NO feedback once again and therefor have no other choice but to escalate the issue.

I have no proof of the warranty which was extended and paid just under R7000 over to them.

Please can you investigate and get someone to once and for all sort this out?

Regards,

Nadine Pretorius