Toyota — customer service

Address:

600072

Hi
The irony continues.
Nobody is responsible for the customers.
On christmas day somebody who addressed himself as senior executive called from m/s lanson toyota and enquired weather last time i was asked for a clutch overhaul. Now they are looking for milking some money out of this. I changed the clutch at close to 80000 km as advised.
Is jap’s hand in glove with this. Do it. But not on the cost of quality.

Sent from my iphone

On 22-dec-2017, at 11:59 am, [protected]@gmail.com wrote:

Hi
Please find the message i received on my mobile on wednesday.
Dear customer, your complaint is registered with ref no-tcm[protected]. Dealer will call you shortly. Talk to toyota

I am yet to get a call from the dealer. Have toyota outsourced “quality” also to dealers who cannot maintain it. This is sad

Regards

Sent from my iphone

On 19-dec-2017, at 1:43 pm, [protected]@gmail.com wrote:

Hi
You can call me in +[protected]

Sent from my iphone

On 19-dec-2017, at 1:00 pm, wrote:

Dear.,

Thanks for your email.

We acknowledge with thanks for the receipt of your mail.

We request you to provide your contact number with preferable time to contact you for further communication and necessary action.

You can also contact us on below mentioned numbers any day

Thanks & warm regards,
*
Toyota customer assistance center
Tel. No.: - +[protected]
Toll free no.:[protected]
Email:- [protected]@toyota-kirloskar.co.in
Website:- www.toyotabharat.com
*

—
From: [mailto:[protected]@gmail.com]
Date: 12/15/2017 1:28:43 pm
To: [protected]@toyota-kirloskar.co.in
Subject: poor service quality and workmanship at toyota pallikaranai, chennai. Dear jap's

I would like to bring to your notice the agony i went through after the service of my vehicle, tn 14 h 4282, innova, at m/s lanson toyota, pallikaranai, velachery.

As a preface, earlier on two occasions, when i took my vehicle for service (Between 85000 km to 100000 km service), once the internal cleaning was so hopeless i had to send back the vehicle for re cleaning. Another occasion, when i drove back the vehicle after service, i observed a juddering noise from engine compartment when engine was raised. Mr john, customer care officer was immediately informed about this, he send a team to my residence. To my surprise the noise was from the bonnet support rod which was left unclipped on the chassis.

This time my ordeal started on 23 rd november. I handed over my vehicle to m/s lanson toyota, pallikaranai, for replacement of rear bumper. On 25 th i was intimated by mr rajesh, who attended my vehicle, that my vehicle was ready. Since i have planned a long drive to kerala by 6th december, to attend my brothers marriage, i requested him to carry out the 105000 service which was approaching. My vehicle was serviced and was handed back to me on 25th november. To my surprise, the same juddering noise from engine was heard, but i opened the engine compartment and locked the bonnet support rod which was found hanging!!!

On 27 th november, when i took the vehicle out of garage, a low screeching sound was heard, at the end of the clutch pedal movement when fully pressed. I ignored it, since it was not audible after some repeated usages. But it kept happening without any pattern, also i noticed that my speaker was not functioning, which was functioning before service, and only tweeters were working now.

On 29 th november i took my vehicle for internal and external polish to a 3m service center, since i was going to attend a function at home town.
On 4th morning since the clutch sound was persisting, i called up customer care manager mr john number again, which was forwarded to mr tony, who attended the call. He asked me to take the vehicle to service center which i did by 5 pm same day.

I was received by mr tony, who handed over the vehicle to yard supervisor. Supervisor declined to attend the issue citing the music system was not toyota make. He checked the clutch pedal, instructed the team to apply grease. I convinced him that the speakers were working prior to service and requested to check the cables/wires/contacts etc. He obliged, my vehicle was taken to floor. On floor the vehicle was visible to me and i could see one or two technicians attending my vehicle for 10 to 15 minutes. After that the vehicle was left alone. After almost 1 to 1.5 hours, when i enquired about the vehicle i was told that the problem was with the music system. I agreed and requested the vehicle back, since i was in a hurry, as i was driving to home town (650 km approx) next night.

Since i could not travel on 5th night, i started my journey to tellicerry kerala, on 6th morning by 5 am with my family. The clutch sound was still there!

During driving after almost 350 km, when we stopped for breakfast, i found one fastening nut on the floor in front of left passenger seat. (Photo attached) i was a bit worried on other areas where service engineers could have attended.

I reached home same day by 4 pm. Next day when i started cleaning my vehicle, i was shocked to see the pilar tweeter on the left door falling down on the floor. On further examination of my car, i found that the plastic fixture near the rear right glass was misplaced, a green cable was visible, and there was oil marks on the doors of my car (Photos attached). This was disgusting. I spent more than rs 10000/- to clean my vehicle, with the marriage function in sight. (Bill attached).

I immediately called mr john's number again which was attended by mr tony. I explained him the issues, and surprisingly he asked me to take the vehicle to service center on by return to chennai!!!. I gave him a mouthful. After some time, mr thulasi, who addressed himself as customer service manager called me up and was apologetic on the mess up.

I consider this as a serious breach of trust of customers like me, who blindly put their faith on toyota. I am absolutely unhappy with the way my vehicle was attended, and the agony i faced during my drive. I had to change the idea of driving the bridegroom to function and arrange another vehicle for the function to avoid any embarrassments during the drive. I was very disturbed during by drive back to chennai, as i was not sure what to expect next.

I sincerely request you to suggest a competent service center, for my future services, or allow me to take the vehicle to a private garage.

I am more concerned about the deteriorating standards, quality checks after service etc, which surely will have a cumulative effect on the trust we customers bank on with toyota.