Frustration!

[Spranglebolt]

My in warranty Verso was taken ill one Friday whilst we were away in Devon. I looked up the meaning of an engine block icon plus TRC/VSC warning lights and took the car to the nearest dealer as suggested. It was Marsh Toyota, 14 miles away in Exeter. The attention there was exemplary. Unfortunately the necessary injectors were not in stock, and we were returning home the next day. Having been informed that the car was safe to drive home, I immediately rang my own dealership (Octagon, Bracknell) to see if the parts were in stock or if necessary set an order in hand. I was irritated to hear that this would not be possible until Octagon had inspected the car, thereby occasioning unnecessary delay and an extra visit to Bracknell. Therefore I had to spend time explaining my annoyance to a guy at Toyota uk head office in order to expedite the matter. Once the lines had been cleared Octagon were authorised to order the part and the necessary repair was undertaken under warranty without further aggravation. But it shouldnt have been necessary for me to have to refer the matter upwards. After all I hadnt taken the car to Joe Soap under the railway arches but to a fully accredited Toyota dealer. I have taken this up with Octagon, who assure me that this is a Toyota uk head office policy.

The moral of this saga is - don't break down whilst away on holiday!

[Parts-King]

Unfortunatly the cost of these injectors are horrific and the dealer has to work to guidlines to firstly inspect and take values from EACH injector and replace these with injectors supplied directly from the Denso distributor in your area. This does take a little time I'm afraid, while frustrating if you are on holiday, your dealer was correct in what he said, he cannot just order a set and fit them when you arrive

Kingo

[Spranglebolt]

Hmmm. Don't think this fully addresses my whinge, Kingo, but thanks for your thoughts anyway. How fortunate that the car was driveable.

The incident actually occurred on a Thursday (not Friday as I wrote) and, yes, Marsh had told me that the bits probably wouldn't arrive there until the following Tuesday earliest - after our return home. All the more reason for me to get matters moving ... and hence my frustration!

Marsh had already got the value readings you mentioned, but it appears that it needed the guy at Toyota UK HO to clear the logjam by authorising Octagon to get and use the data from Marsh, and to sanction the warranty job.

OK, this was perhaps an unusual combination of circs, but one might have thought that there should be a procedure in place.

Logistics involved and cost of the parts are not actually this customer's problem.

[Parts-King]

Yes I do sympathise, perhaps the dealers could have spoken to each other and exchanged the values but from a logistics/parts point of view, the procedure in place was the one they followed and they do take several days to arrive

Kingo