Lead the way ... to nowhere!

<p>I drive a 2008 Yaris 5-door hatchback (240 000 km) and over the past weekend the clutch started giving me problems. So I phoned Toyota Hatfield early on Tuesday morning (18 April) to ask if they can please check what the exact problem is and if possible fit in the car's 240k service as well. I was transferred to the service department and spoke to Etienne who told me very snottily that if it is the clutch he will not be able to replace it the same day. When I asked him if I can take my car so that at least they can look at it he told me if I want to., but he can't make any promises. (!)</p> <p> </p> <p>Upon arrival one of the service advisors (if I recall correctly Rentia) booked my car in. I explained the problem and also advised her that I am in a predicament - living on a smallholding towards Roodeplaat Dam and my husband currently working away. I asked her very nicely to please see what can be done and if possible if the 240k service can be done at the same time. She explained that she cannot make any promises but will see what can be done (very professional). She also told me that Patricia will be my Service Advisor going forward.</p> <p> </p> <p>Later in the morning Patricia phoned me to give me a verbal quotation for the general service and that she will be in touch with regards to the clutch and that my car will be ready for collection Wednesday/Thursday.</p> <p> </p> <p>So far so good.</p> <p> </p> <p>At 11:46 she phoned again telling me that the clutch needs to be replaced as well as the side shaft with another verbal quotation. I asked her to please send me a written quotation, she sent me a screen print of the work which needs to be done on my vehicle at 14:38. When I queried what the possible cause of the damage to my car was and if it could have been because of hitting a pothole I got a reply - "it is not that". Still no explanation as to why the quotation is so high - over R10 000 - or explanation for the damage.</p> <p> </p> <p>On the screen print it also lists "Air Bag Assy Kit" for R2,350 --- no idea what this is as it wasn't explained to me.</p> <p> </p> <p>Wednesday I sent an email to Patricia asking for feedback - no response.</p> <p> </p> <p>On Thursday (20 Apr), after I tried to get hold of Patricia telephonically I sent an email (12:23) to Patricia and copied her manager (Johan Swart) whereby I expressed my dissappointment with the level of service received. No response from either one - even after I have received "read receipts" from both mailboxes (12:25 and 12:54 respectively). </p> <p> </p> <p>At 15:39 I phoned Toyota again and spoke to Monica who told me she is the COO . I explained the situation to her and told her again that I cannot try and make any alternative arrangements because I've received no feedback with regards to the progress (or lack thereof) on my car's service. Again I highlighted the fact that I do not live in town and with my husband working away it is extremely difficult to get around without a vehicle. She advised that the systems were down the day before and they could not trace any orders which was placed or see if parts where delivered. She also told me that they have received an email earlier in the day to advise that there is a backlog in delivering parts. Which frankly, is really not my problem.</p> <p> </p> <p>Anyway, back to my story - Monica advised that she will investigate and let me know what is happening. She phoned back within 30 minutes to advise that the parts have not arrived yet and even if they do get it by Friday, it will take another 2 days to fix my car.</p> <p> </p> <p>Funny that within minutes of her phoning me back I received an email from Patricia apologising for not getting back to me earlier but they had system problems. I guess all phones are out of order as well when the system goes down which affects cellphones as well ...</p> <p> </p> <p>So an entire week of not having a vechile, no proper communication and not once an offer to make use of a courtesey vehicle .</p> <p> </p> <p>Makes me think - if you can't take care of a customer with a R150k Yaris, why would I get treated differently when I'm driving a Cruiser? Or is it because of that?</p> <p> </p> <p>Toyota leading the way ...</p> <p> </p>