Bonnet paint top coat coming off

[Rufty]

We have a RAV 4, 63 plate.  It's dark metallic green.  We washed it facing the other way on the drive and I noticed that there are lots of spots where the top coat of varnish / lacquer has come off.  This is nothing like stone chips. It's all over the bonnet.  I know the usual paint warranty is 3 years, but I suspect it's a manufacturing defect so would hope it would be treated as a gesture of goodwill.  I contacted the local dealer but they didn't get back to me.   Any ideas what to do please?

[alan333]

18 minutes ago, Rufty said:

We have a RAV 4, 63 plate.  It's dark metallic green.  We washed it facing the other way on the drive and I noticed that there are lots of spots where the top coat of varnish / lacquer has come off.  This is nothing like stone chips. It's all over the bonnet.  I know the usual paint warranty is 3 years, but I suspect it's a manufacturing defect so would hope it would be treated as a gesture of goodwill.  I contacted the local dealer but they didn't get back to me.   Any ideas what to do please?

Phone them and ask to speak to the warranty dept, or try another dealer.  Personally I wouldn't be fobbed off.

[FROSTYBALLS]

Contact Toyota Customer Relations - https://www.toyota.co.uk/contact-us/index.json

[oldcodger]

Hi,

Have you had the car from new ?  

If a second user could it have had a bonnet respray which can sometimes be done to a poorer quality ? 

Think it would be better if you took the car to the dealer to let them see, always harder for them to ignore things when face to face.

Can you post a pic of the defect.

[Dazsw]

With the lacquer peeling off the paint system has failed.

I would have done this if local but your not.

I would take it to a detailer and get the bonnet paint thickness and quality checked as they will tell you the truth, the dealer may not.

Once you have this information I would then go to the dealer but don't tell them this until they give you a response, it's always good to know if your dealer is honest.

[FROSTYBALLS]

On 5/14/2018 at 9:58 AM, Dazsw said:

I would take it to a detailer and get the bonnet paint thickness and quality checked as they will tell you the truth, the dealer may not.

Problem with involving a third party is that the situation can end up being one person's view against the other - which may not help you getting the area repaired.

You said you've contacted the dealer but they haven't got back to you - have they actually seen the damaged paintwork, and, if they have, what did they say was the course of action?

Usually with this type of situation I would expect the dealer to take photos and submit a report to Toyota GB. Toyota GB would then decide what the cause of the damage is, and whether or not they are prepared to help. This may take three weeks or so. 

If the above hasn't been the course of events, then I would contact Customer Relations directly by e-mail - see contact details in my earlier post. Describe the damage and give details of the car's service history. I would expect Toyota GB would then request the local dealer to view the vehicle and report back. If Toyota decide they are able to help, this may be in the form of a goodwill contribution. A goodwill contribution may not be the full cost of repair - this is common amongst manufacturers - and may be dependent on whether the car has a full Toyota service history.

Basically goodwill works both ways. You show goodwill by using the manufacturer's dealer network for servicing, etc, and the manufacturer may show goodwill by helping with out of warranty repairs - again this is common across vehicle manufacturers.

Let us know how you get on.

 

[Rufty]

Thanks everyone for the advice.  For interest here is a photo (though it's hard to see), but I'll follow the great advice you have give.  Really appreciated.