WORST AFTER SALES SERVICE - TOYOTA CUSTOMER CARE DOES NOT CARE!

The following complaint was logged on Thursday, 26 November, 2020 @ 6:27:

Stitching on the driver seat of my 2017 Toyota Fortuner, started unravelling. This was first noticed on 12 November 2020 @ 07:13. I forthwith contacted Barloworld Toyota Centurion that same day and informed them of this matter, and also advised the service agent that my vehicle should still be under warrantee as it was bought in November 2017 and has 56,000km on the clock. I was advised by the service agent that that I had to make a booking to bring in the vehicle for a physically assessment.

The appointment was made accordingly for Tuesday, 17 November 2020 and the service assistant was Razia Mohammed. On arrival on the 17th, I explained to Razia Mohammed the reasons for the booking on which she responded that she was not able to assist me to repair this under warrantee, as my Fortuner’s warranty had expired 4 days before I made the call to ask advise (i.e. 9 November 2020).

As any reasonable man would do in my position, I could not accept this and had insisted on talking to her manager i.e. who is Charl Botha. Charl advised that I need to leave the vehicle with him on which he will assess it and come back to me within the hour. Needless to say, 6 hours later, I had to contact Charl to get an update on my vehicle.

His initial response was that the replacement part is R3500 and will not be covered by my warranty. He advised that there is a ‘tear’ in the leather, that caused the unravelling, which I also do not agree with. Once again, I could not accept this and as I had explained to him – not one warranty claim was in the past 3 years (i.e. this alone should reflect on the manner in which I looked after my vehicle). He then proposed that Toyota SA, Toyota Barloworld and myself each pay a third, i.e. R1200. Which I also cannot accept.

In an attempt to escalate this matter, an email was sent to TOYOTA CUSTOMER CARE, requesting that this matter be relooked; and to have this repaired under the warranty that was in place for 3 years - but never used.

On Monday, 30 November, 2020 1:45 PM - Mduduzi Ngubane from Toyota Customer Care rep****, that my concerns have been forwarded through to one of our advisors, who will contact me in 6 hours.

Needless to say, I received NO call.

A follow up email was sent by myself on: - Tuesday, 1 December, 2020 2:49 PM - Friday, 4 December, 2020 3:11 PM

TO DATE NO RESPONSE RECEIVED!!!!!!!!!!!!!

I take a dim view in Toyota’s overall manner in which this was handled. This is my forth Toyota and hopefully the last - Toyota takes no pride in the quality of the products as well as the level of NON-EXISTING after sales service.