Pathetic Service from Toyota SA

I purchased a brand new Toyota Supra from Toyota Halfway Dealership in George on 22 October 2021.

I was told its a brand new Vehicle and vehicle is still in Pre-delivery mode, which they had to do a PDI checks and After the vehicle's software was updated and the car was taken out of showroom mode with 78km on the vehicle , my friend and I drove the vehicle from the showroom back to Cape Town. There was something odd about the performance of the vehicle during the drive. But, as the car was brand new, we attributed this to the engine still being new.

As we now know, the turbo of this brand new vehicle has been destroyed. It goes without saying that this is not a normal occurrence. It seems to me as though some kind of foam or packaging was left somewhere inside the engine during manufacture and assembly.Which was confirmed by Toyota SA customer care lady when i called that she sees on the system it was a factory fault. I can see no other way by which such a large amount of foam could work its way past the filtration system and directly into the turbocharger. This seems near impossible given the design of the B58 engine.

I have been a car enthusiast all my life. I treat my cars like children. Such is my passion that I operate multiple car washes in Cape Town. So you can imagine that when Toyota starts to insinuate that I am complicit in the destruction of a brand new turbo on a car which I just paid a lot of money for, you can probably imagine that I am extremely upset by the conduct shown to me by Toyota SA in this regard. Especially considering that the Supra was on my short list alongside a Porsche 911. I opted for the reliability of Toyota after great experiences with my Hilux fleet vehicles over the years.

I was looking forward to an incredible journey with this vehicle. And of all things, it was reliability which let me down. With the current lack of communication and slow response by Toyota SA, I am already beginning to regret this decision. I have been riding BMW motorcycles all my life, and I am used to BMW's level of exceptional service. A level of service I am sure I would have received had I purchased a Z4 instead of a Supra.

I already have a bitter taste in my mouth about my decision to purchase this vehicle. And whilst the staff at dealership level have been understanding and helpful, Toyota SA has left me feeling abandoned and guilty during the first weeks of my ownership. The first few months of learning and growing into a new car are supposed to be magical. Now, despite me spending a lot of my hard-earned money on one of the finest vehicles Toyota has to offer, and despite a full maintenance plan which should cover against factory defects, I still haven't even been offered an Etios to get to and from the shops. Im basically sitting with a vehicle that im paying insurance and installment for something i had 3 days and being told it could take 2/4months for parts how ridiculous is that, and not a person from Toyota SA or Toyota contacting me or following up with me to try and assist me, being told by Toyota SA customer services if i want to cancel they can cancel, what a way to handle a customer. I get told by Toyota SA the vehicle is not a new vehicle its a Automark Vehicle Sir! What is Automark? Is it not a Toyota?? I bought it by Toyota Halfway with 78km so please dont tell me its not a new Vehicle. When i was told its a brand new vehicle and i have proof of everything single thing.

I really love this car. I travelled halfway across the country to fetch it. But if Toyota SA is unable to rectify this issue quickly and efficiently, I will have no choice but to escalate this matter to the Ombudsman or invoke my rights under the Consumer Protection Act. I will be seeking legal consultation as to the best way forward from here. I have made a large investment in Toyota in good faith based on your history of excellence and reliability. However, in my dealings with Toyota SA thus far, I have seen neither.

Its been 3weeks now going for the 4th week without my vehicle, having a Toyota Supra for 3days and now standing by Toyota Broken with not even a follow up from the Dealership i bought it from if everything is getting sorted thats Pathetic, if i knew this was the service i was going to receive with buying a Top Sports/Performance car from Toyota, i would of never have bought it. For the past weeks i have to contact Toyota SA to follow up, because know one gets back to you. Im so put off i cant explain it in words, up till now all i know is parts was ordered. I dont know how long it could take, Toyota's attitude is just you have to wait. I have to take a brand new vehicle that i bought and 3days later broken and i must just be okay with it and have my new cars engine worked on??? How do i know something else wont break next? And then wait another few months and not even get offered a courtesy vehicle when my vehicle broke, for a car in that calibre to receive what im receiving im disgusted!!

I want Toyota SA to take full responsibility for this, they need to cover my insurance and installments or stop it until i receive my vehicle, i want extra warranty or guarantee since having a vehicle with 700km on now at the moment and already being worked on?? Makes me feel uneasy with this vehicle.. I have so much to say im totally disgusted in how im being handled by Toyota, for a client that has 8 Toyota Etios from you guy's, a Hilux bakkie, and recommended so much good to friends and family because of the reliability from toyota, Friends changing fleets of vehicles that they own from other brands to Toyota and this is what i get in return??

Kindly advise the steps you are taking to resolve this issue and the date by which I can expect my vehicle to be ready. Also how you will compensate me on this loss, having a vehicle 3days and having to pay for it is totally ridiculous especially a brand new car, can someone from Toyota SA please please respond and get back to me.