Toyota poor after sales service

They didnt have the tool to fix our car!!!! I am writing to formally express my disappointment regarding an issue with my newly purchased Toyota Starlet Cross, which I acquired from Toyota Tokai at the end of January 2025. While I was initially pleased with the purchase and the service received from Toyota Tokai, I am now deeply concerned about the post-sales experience and the handling of a critical safety issue.

By mid-February, I noticed a warning light displayed on the infotainment screen indicating a malfunction in the airbag or seatbelt tensioner system. As this is a serious safety concern, I promptly scheduled an appointment with Rondebosch East Toyota on 21 February 2025 to have the issue inspected and resolved.

To my disappointment, I received a call from the dealership stating that they were unable to address the issue as they did not have the required tool for the repair. I find it highly concerning that an authorized Toyota service center is unequipped to handle safety-related repairs on a brand-new vehicle. Furthermore, I was informed that they had to order the tool and that I would need to reschedule once it arrived.

What is even more disheartening is the complete lack of communication and accountability from the dealership. I was not provided with a timeline for the resolution, nor did the service manager take the initiative to contact me and offer an apology or an alternative solution. As a customer who trusted Toyota’s reputation for reliability and service excellence, this experience has left me utterly disappointed and regretting my purchase.