Customer - No - Service? Awful!

I have called Toyota five times in the past few weeks to try to get an issue resolved with my new 4Runner. Every time I call, I get some uninformed, unskilled, unhelpful, untrained teenager working from home with poor phone quality and I usually hear lots of noises in the background like pets and other unprofessional distractions. It's awful. They don't know anything. They are helpless. They put you on hold again and again only to say that they can't do anything. I finally got a "case manager" assigned who is only available to speak by phone when I am at busy work, which is not acceptable. I can't leave a meeting or discussion to take a call from Toyota at their will and with no notice or schedule. I also have tried email and written notes in their online "case" system, which is useless because they only want to talk by phone.

This is the single worst customer service experience I have ever had, and that says a lot.

Is there a trick or a secret to get to speak to someone at Toyota who actually is a professional?

 

By Toyota I'm assuming you are not trying to call a dealer for some reason?

 

Toyota customer service "Brand Engagement Center" where they direct complaints.

 

If i have an issue i go to the dealer. But if you are looking to elevate and bypass the dealer write a letter to the CEO. It will take time but you will likely get better results.

Writing a letter to the CEO of Ford did wonders for me.

 

The dealer wants mucho dinero to fix a defect that either they or the port caused. Thus the need for escalation.

 

I had a bulb burn out the reflector and housing on my Expedition and they wanted to replace the whole overhead console for $2500, im like WTF it's just a bulb and reflector that's needed. Sent the CEO a letter and his secretary got back to me a month or so later saying they would cover it and replace the whole thing no charge.

 

What was the defect?

 

I'll withhold comment on that for today. If/when I get this worked out, I'll post the details.

 

Does your dealer have a factory field rep assigned to them? Perhaps if they do you could contact that person and get some assistance. Have all your info together if you get to talk to rep. Pictures, work orders, names of who you talked to etc.

 

Nobody has mentioned such a person. Toyota Brand Engagement referred me to the dealership manager, who I already dealt with and who wants me to pay mucho dinero to fix a problem that was caused by them or the port.

 

Ask dealer for rep info, all dealers normally have a service/warranty rep.

 

Gotta love these bitch and moan but no details.

Best of luck.

 

What details do you want? Problem with vehicle caused by dealer or port depending on who you ask. Dealer wants me to pay half. That's ridiculous.

 

That's news to me.

Asking if anyone has had any success via any means other than the useless "Brand Engagement Center." Dealer blames port for damage. Port blames dealer. Dealer wants me to pay half.

 

Maybe disclosing the problem will help with diagnosis and/or alternative solutions.

 

It is a highly unusual cosmetic damage issue that could only have been caused by port or dealer. A $700 repair and the dealer wants me to pay half.

 

If by dealer or port then I'm assuming new.

Why did you even take delivery? This doesn't make sense already. I'm going to assume no dealer is dumb enough to try to make you pay before taking delivery.

 

The damage was discovered less than 1 week after delivery at 80 miles. Not easily spotted prior to delivery.

 

What is the cosmetic damage? It's a bit weird to withhold that.

 

This is why we need the story if you want help.

Post a pic of it.

I can see the dealers stance as well you took delivery.

 

Why bother posting for advise if you won't even disclose the issue? Sounds like you broke something and want them to deal with it

 

Nevermind. I'll come back after it's fixed (or not). All I am looking for is a way to contact Toyota other than the useless "Brand Engagement Center." I guess not. The dealer advised parts and labor would be $700. They told me to contact Toyota to see if they would cover the other $350 so that is what I am doing. Non-obvious damage, especially cosmetic, is a problem for any buyer. Once you drive it off the lot, you are screwed unless they want to do the right thing and own up to it.

 

Sounds like cell service providers, i have T-Mobil for the no hidden charges deal and my payments go up every month. So i go into the store to talk about what’s going on, and they charge me for that, so i go home and call the help line, and they want to charge me for that. Ummmm

 

I find it hard to believe that they didn't give you contact info if this is the case.

You are going to have to give Toyota something to reference. If not getting the number is just going to be a waste.

 

I'm tempted to tell OP I have a Toyota contact he can call but it will be my personal cell # so I can get him to tell me exactly what the problem is.

 

I have a "case number" via the useless "Brand Engagement Center." I'm caught in a game of phone tag controlled by them because I actually work for a living and can't drop everything at an instant to talk to them on the phone. They leave a message and if you try to contact them, they won't let you talk to anyone. "Nobody is available" they say. "We will call you tomorrow" they say. I explain that I won't be available to take a random call tomorrow or any day. They don't care. I ask to schedule a time any day of the week and they say no. I ask to speak to someone now and they say nobody is available. I ask to speak to a supervisor, and they say that nobody is available. It's the worst customer service I have ever experienced. An earlier post said Toyota is known for bad service. I had no idea. Now I know. Once you drive off the lot, you are screwed unless your dealer wants to make things right. Maybe I'll get lucky and some day find someone at Toyota who doesn't give the runaround.

Anyway, I'll try to play out their game of phone tag. I was hoping there was a direct number to call with complaints or something.

 

Thanks, but I have a reason NOT to post the problem publicly until this is resolved.

 

The transport process from the port to the dealer by railcar is like a rallycross course. Scratches and dings are common. Inspect the vehicle thoroughly at delivery. Once you drive it off the lot, it's extremely difficult to get the dealer to own up to it. Good luck!

 

If its a warranty issue you can go to another dealer and explain the issue, hVe it documented.