Toyota — very poor service resulting in breakdown of vehicle

Address:

560076

To

Customer Service Manager,
TOYOTA KIRLOSKAR

Sub : Issues with my car – TN 07 BQ 5544

I am a Toyota loyalist for the past 35 years. I used to own Toyota all through my life.

But, this time around with Nandi Toyota, I had a worst nightmarish experience with Nandi Toyota service. On the top of this, the service agents and the CRM tried to twist the story after I discussed with them about the issue.

Hence, I am directly escalating the issue to you, before we get this car rectified.

ISSUE DESCRIPTION

I gave my Toyota Innova for service indicating that I have a clutch issue, The total KM was 58000. (Since I moved to Bangalore from Chennai, I used to give my car for service all through only with Nandi Toyota.)
However, the Nandi toyota help desk insisted that I do the 60000 service as well.
I agreed for that. I have requested for pickup of my car. She said she will get the service done at Bannergatta branch of Nandi Toyota. I checked with the help desk specifically whether Bannergatta branch has the ability to check and repair the clutch. The lady on the phone confirmed that they will get the issue rectified since they have technicians.

Accordingly I explained everything to the person (john) who picked up and told him that I am plainning a long trip and the car should be ready.

They returned the car on the same day mentioning that the service has been done and clutch issue has been fixed.

The driver who dropped also told that it may run for around 10, 000 KM. I took the car to Coimbatore from Bangalore last evening - started around 1730 Bangalore. The car systematically failed and the pickup was getting dropped after about 250KM of ride.

THIS IS THE EXPERIENCE WITH SERVICE and IT WAS REALLY PATHETIC. Usually if Toyota need to replace the part then they will tell us that it should be replaced, rather than repaired. This is my past experience.
In this case the service personnel has failed and my car got stuck in the middle of the road.

EPISODE – 2 : 24x7 On road Assistance

Immediately, we requested for 24x7 road assist. They requested for immediate payment and we made the payment immediately. However, the roadside assist after about 1.5 hours, they said they cannot figure out any person to assist in the roadside pickup. We were desperately waiting literally on the road for several hours.

The dealer when I discussed about this issue of 24x7 he mentioned that I should have called Nandi Toyota help desk for assistance. Even though they have the help desk, no one picked up the telephone numbers.

The dealer failed to do the proper repair of the car and the 24x7 road assist failed in their duty to find out a suitable towing service.
Aill in all a very bad experience.
Now the car is in Coimbatore and I want to Toyota to instruct the appropriate dealers to rectify the situation at their own cost because it is purely their fault.

Currently my car is in Coimbatore As Toyota Kirloskar, please

Some evidence:
1. Photo evidence of call logs.
2. Audio Call reports upon request