Toyota — Frequent DPF full issue. Toyota not responding my complIn since last 15 days

Request to do needful action on my isuue "DPF full" Innova Crysta CG10AZ8869
as JD Toyota Bilaspur requires permission/order from Toyota Kirloskar to replace require parts to solve DPF Problem
Complain reg no RE: [Ref No: TC2232049]
Thanks
Upendra Vahinipathi
[protected]
[protected]

The complain brief :
I had purchased TOYOTA INNOVA CRYSTA BS-VI MODEL on[protected]. The vehicle ran 1.18 LAKH KMS till date and it is 20 MONTHS OLD.

After running for just 5000 kms "DPF (Diesel particulate Filter) Full" message appeared on the dashboard. The Local dealer said this is a common problem in BS-VI model which can be reset using DPF regeneration switch they also said if it shows "full" bring the vehicle to JD Toyota service center and then they will regenerate and reset by computer and tab.

This happened 4 times with my vehicle. During this period they did not disclosed fact that this is a manufacturing defect of the vehicle DPF system in Innova Crysta BS-VI models and diesel injectors and DPF system needs to be replaced.
They waited till the vehicle's extended warranty of 1 lakh km got over, and when the same DPF problem occured in my vehicle and I went to showroom The service people and service managers said that some parts need to be changed to solve this problem which would cost me around Rs 2 LAKHS to resolve the problem. They also refused to renew extended warranty.

The previous models of Innova Crysta BS-IV does not have this DPF problem. This DPF Full Problem is with Innova Crysta BS-VI models only because of the BS-VI modifications. The Toyota Company and the dealer launched this model in market without proper testing the working of fool proof DPF system in Crysta BS-VI model. And now when they realized that this
model is a complete failure, they have stopped bookings of this model.

The customers are forced by Toyota for to pay extra for repairing and replacement for their manufacturing defect and trying to put huge financial burden.

The company is very well aware of this problem and they have called back some sold vehicles to resolve this problem free of cost. but kept me in dark saying this is a regular thing.

My request with Toyota company is to change whatever parts required to solve this problem under warranty and free of cost because its a total failure and manufacturing defect of the Toyota Company with Innova Crysta BS-VI model.
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Toyota customer support has been notified about the posted complaint.
Verified Support
Nov 07, 2022
Toyota Customer Care's response
Namaste!!

Greetings from Toyota India .

We at Toyota Kirloskar Motor Private Limited (“TKM”) believe in the philosophy of ‘Customer First’ and put our best efforts in association with our dealers in addressing all our customer concerns and issues with sincerity. Our authorized dealers are delivering services to their customers as per standard warranty and service policies and are committed to resolve all concerns of their customers. TKM has also set up an internal process to help our customers to communicate with us, if they so desire, on any of the issues they have via direct helpline and e-mail [[protected]@toyota-kirloskar.co.in & 24X7 toll free number published on Toyota’s Website[protected]]. We request our customers to get in touch with us in case of any concerns in relation to services provided by our Dealers, even though Toyota and its Dealers work on principal to principal basis, and not on agency relationship. We engage with common customer issues to provide solutions to avoid any inconvenience to our valued customers. We request customers to use those channels developed for faster redressals of their grievances.

We understand that our valued customer Mr. Upendra has approached you with his/her grievance and we take note of the same.

We have forwarded the concern with the Dealer and our dealer will get in touch with the customer to resolve the query.

We thank you for informing this issue to us and we assure our best efforts to resolve grievances of our customers.

Best regards,
Toyota Guest Experience Center
For Toyota Kirloskar Motor Pvt Ltd
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