Toyota Prius-C 2012 complaint letter

[sophialyy]

UMW Toyota Motor Sdn Bhd 
Lot 4523 Batu 5 
56100 
Jalan Cheras, 
Kuala Lumpur                                                                                                                                                                                                                                                                   1st March 2018

Attention to : Toyota Japan/Toyota Malaysia Headquarters��

Subject: Complaints due to dissatisfaction of the hybrid cars & services given. ��

Dear Managing Director of Toyota, ��A very good morning, I'm writing this letter regarding on the subject above. Recently, we have been facing countless issues from our car, Toyota Hybrid Prius C. We are absolutely dissatisfied of this so called "Toyota Hybrid Technology".

For us, Toyota has been a number one priority in our private transportation sector. We are sure of that because Toyota has been awarded 'The Best Car Services' last year 2015. Most importantly, Toyota Hybrid Cars has always been an extremely trusty technology to benefit of humankind. The reasons behind all these were since the day Toyota Malaysia has promised and gave us a quality assurance on your hybrid technology/cars, we have YET to be suspicious and NOT until we have found out numerous problems.

Our car was sent in to Toyota UMW Malaysia at Cheras due to an overhaul engine for the second time in less than 4 years since we bought it. Thus, this is the 2nd time for an overhaul engine according to the “technicians” & “mechanical engineers from japan Headquarters” who came to evaluate and inspect our car for the entire hybrid system. The problem with the car is that whenever we try to accelerate, there’s a warning sign displayed at the speedometer stating “please stop your car immediately and at a safe location, there’s an issue with the hybrid system”. In addition, we even got fed up with the services given by the branch technicians and sent our car straight to the Shah Alam main Headquarters. We thought there’s a opportunity for us to appeal on top of the invoice amount to RM10K+ which was the only solution that finally led to a final decision made by UMW Toyota Malaysia at Shah Alam Headquarters. Typically,��

No.1 : Our Toyota Hybrid Prius C has happen to be overhauled in just two & a half years time.��

No.2: Our Toyota Hybrid Prius C is still in the same condition after a month of being "diagnosed and repaired" at UMW Toyota Motor Sdn Bhd Lot 4523 Batu 5 56100 Jalan Cheras, Kuala Lumpur. ��

No.3: The incompetent and unqualified technicians, branch manager & staffs are taking our issues for granted and not solving them immediately even after number of calls and requests made during the month of "inspection" of our Toyota hybrid Prius C. The service advisors, Manager of customer services in charged of this matter were Mr Sangka, Mr Mohd Sharulddin Bin Mat Nor, Mr Ong Ming Wah, Mr Mohd Firdaus Bin Erwin, Mr Tong Yaao Ming.

In addition, this is the 3rd time we are writing this letter to reinforce the issue once more. The following issues have occurred for the 3rd time in the year of 2017 :

No.4 : We were told that our car has been checked & verified to be in the state of a overhauled engine for the 3rd time.

No.5 : UMW Toyota Motor Sdn Bhd has not been responsible for our problems and also rejected our warranty due to a given reason of slight delay in servicing our Toyota Prius C. In fact, even if a slight delay in servicing DOES NOT affect the hybrid system of our car.

No.6 : - breakdown in the middle of road while both of my children are in the vehicle.

When we were driving on a uphill, our vehicle’s engine was switch off for a while & there was a notice displayed on our meter “There is an issue with the Hybrid System, please stop the vehicle immediately for safety purposes.”
My son, who is a beginner driver, was driving our vehicle on our way back from Mid Valley and our vehicle stopped out of a sudden at the highway in front of Scott Garden (before the traffic lights).

Addressing, on the 6th issue pointed out, the safety purposes of our vehicle has been ignored. Therefore , have you considered our children’s safety while being on the road as accidents can happen at any point of a second? Its beyond our control.

�After receiving all these negative & disrespectful feedbacks, we are seeking you to respond to us on this matter and take immediate actions now. We do not want to repeat ourselves again. Please once again take serious consideration in improving your standards of customer care/services.

When I collected the vehicle from UMW Toyota Motor Sdn Bhd,Malaysia on 27th January 2017 (New Years Eve) I was told that you had carried out a “full service”, had diagnosed [particular faults: Toyota Prius C Hybrid System] and had put these right.

However, in accordance with the case as I understand that there must be a solution to this. This would be also a way of successfully resolving my dispute without resorting to legal action. Thank you.
Yours faithfully,
……………………….
Sophia Lee 
Email : (sophialyy@gmail.com)
Contact number : +6012-2179066 / +6016-6266510
---------------------------------------------------------------
TIMELINE

The service advisors, Manager of customer services in charged of this matter were :
Mr Sangka
Mr Mohd Sharulddin Bin Mat Nor
Mr Ong Ming Wah
Mr Mohd Firdaus Bin Erwin
Mr Tong Yaao Ming

29/05/2013 - car service

26/08/2013 - car service

07/11/2013 - car service

22/05/2014 - Loud Noise (sent for inspection)

23/09/2014 - car service

21/01/2015 - abnormal noise (sent for inspection)

18/06/2015 - car service

24/11/2015 - Checking for CIG malfunction

19/02/2016 - engine overhaul (1st time)

27/03/2016 - engine noise (sent for inspection)

23/06/2016 - delay of inspection 
-loud noise still occured 
-vehicle under power

08/09/2016 - Hybrid system failure signal requesting to stop the car immediately at a safe place (Light on)

26/01/2017 - inspection

09/06/2017 - engine overhaul (2nd time) and unable to proceed for warranty claim due to poor service as claimed.

13/10/2017 - hybrid engine dismantled without notice or seeking consent from owner of the car. Besides, owner were forced to pay a total amount of RM1323.42 to install back the entire engine back.

21/09/2017 - inspection done. Issued a repair estimate invoice with a total amount of RM10428.73 for repairing.

01/03/2018 - our car have been abandoned for the last 8 months since the 2nd overhaul hybrid engine on the 9th June 2017 ( BARE IN MIND - we have been paying for the car loans for nothing for the past 8 months ) we are still dependent on public transportation since then.

toyota complaint letter 1 (1).pdf

[FROSTYBALLS]

We're a UK based owners club, and have no association with Toyota or their group of companies. We don't know whether Toyota even visit our forums and they certainly won't reply to any topic via the forums.

So unfortunately, we cannot say whether your topic containing your complaint will be seen by either your Toyota importer or Toyota Japan.

We recommend that you forward your complaint via either your postal system or e-mail.