Customer service on a 2018 Verso poor

[Dave the Gardener]

Morning, I posted earlier this week about the purchase of my 2018 Verso about the uselessness of the dealer fitted parking sensors.  I had a reply today stating most clients are happy to have a beep rather than asking to know where the obstruction is on the digital display, which I think is quite rude.

I was told prior to purchasing this car, that all service records will be online, as was aware that no stamp in the last year was in the service book.  Upon registering with "My Toyota" yesterday, is seems no full service has ever been done to the car, with it being at over 14000 miles.  How can Toyota sell a car with no servicing record?

The only entry is for a new tyre n oil n screen wash change in Dec 2018., this I don't class as a full service.  I have complained to Steven Eagell dealership stating this is misleading and I am not getting what I was told would.  Do I have grounds to insist Toyota give a full service and replace the empty boot floor which has no tools or am I just being too optimistic that Toyota care at all about their clients.   

I don't see why I have to pay for a full service, boot tools, so am thinking of going to trading standards and being vocal online.  Your thoughts please.

[Mike169]

Hi Mate.

Are they having a laugh, get your service done and all the rear tools FOC, you are entitled to them.

Mike.

[Dave the Gardener]

Glad to hear I am not being too excessive in my thoughts, will see if they reply today, if not will ensure FOC or else.  Wish i bought a porsche now

 

[Mike169]

Hi Mate.

Just asking, which branch of Steven Eagell are you talking about?

Mike.

[Dave the Gardener]

Wasnt sure if to say, but it was Peterborouh.

I live in London, so told their nearest branch is in Romford for me to deal with, but will await their reply hoping no charge will be from me and fully paid for by them.  Cheers

[Heidfirst]

1 hour ago, Dave the Gardener said:

Morning, I posted earlier this week about the purchase of my 2018 Verso about the uselessness of the dealer fitted parking sensors.  I had a reply today stating most clients are happy to have a beep rather than asking to know where the obstruction is on the digital display, which I think is quite rude.

I was told prior to purchasing this car, that all service records will be online, as was aware that no stamp in the last year was in the service book.  Upon registering with "My Toyota" yesterday, is seems no full service has ever been done to the car, with it being at over 14000 miles.  How can Toyota sell a car with no servicing record?

The only entry is for a new tyre n oil n screen wash change in Dec 2018., this I don't class as a full service.  I have complained to Steven Eagell dealership stating this is misleading and I am not getting what I was told would.  Do I have grounds to insist Toyota give a full service and replace the empty boot floor which has no tools or am I just being too optimistic that Toyota care at all about their clients.   

I don't see why I have to pay for a full service, boot tools, so am thinking of going to trading standards and being vocal online.  Your thoughts please.

1. Your complaint is with the dealer & not with Toyota GB. Having said that if you don't get satisfaction from the dealer you can express your disappointment  with a Toyota dealer to Toyota GB's customer service department.

2. It is possible that if the car came with a puncture repair kit rather than a spare wheel it may not have come with many tools.

3. If you are really upset you are still within the rejection period (not as described) https://www.which.co.uk/consumer-rights/advice/the-second-hand-car-i-bought-has-a-problem-what-are-my-rights.

[Dave the Gardener]

Hi Scott, the dealer said that it should have come with an insert divider tray to put in wheel area, jack, wrench n puncture kit as standard, he added that they would pay for that once its agreed n could collect from their nearest dealer which is still a 30 mile trip in Romford.  yes i know my issue is with dealer rather than Toyota, but thanks for tip.  Just hoping they accept full payment for full service too before I book it in.  Thanks

[Dave the Gardener]

will bare that in mind, thanks Scott.

 

[FROSTYBALLS]

Just for clarification, service intervals on Toyotas with BMW diesel engines (Auris, Avensis, Verso) are every 12 months, or 12,500 miles or if the oil maintenance warning comes on, whichever occurs first. Intermediate services are due at the first, third, fifth service, etc. Full services are due at the second, fourth service, and so on. Full+ services are due when additional service items need to be undertaken (eg. coolant change).

From what you have said, your Verso seems to have had an Intermediate service in December. A Full service wasn't due.

Is your vehicle ex-lease? If so, it is not uncommon for lease companies to go outside the dealer network for servicing, which may explain the lack of written service history.

As regards electronic service records, some manufacturers have had these for years and customers get a print out of the service history when they have the car serviced. For example, Mazda moved to electronic service records in 2004. 

As with any car, whether new or used, your contract of sale is with the dealer you bought the car from (Steven Eagles), and not the manufacturer (Toyota). Whether a car for sale has service history or not, is a matter for the dealer to address as the legal responsibility rests with them. Any redress is against Steven Eagles.

You may wish to have a look at the Consumer Rights Act 2015 - https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Topic moved to the Verso club.

 

 

[Dave the Gardener]

Thanks for your reply, I was told that the first three services are full then alternating.   The mileage is 14k and as u say, i think its less than a intermediate service i got.

Hope this attachment helps. I accept the issue is with the dealership.  I just want to know that Toyota honour the costs for any service due and replace the missing boot parts. 

service invoice 12.18.pdf

[FROSTYBALLS]

When you look at what is replaced under an Intermediate service (oil, oil filter, etc -see https://www.toyota.co.uk/owners/service-mot-maintenance/servicing ), it seems to me that an Intermediate service has been done, but as part of the vehicle's used car preparation before being put on sale by the dealer (eg. the invoice is an internal Steven Eagle invoice).

One concern is that the service was done at 14,100 miles, which, as far as I'm aware is over the normal leeway that Toyota allow. So I would be seeking a written assurance from the dealer that the remainder of the new car warranty is still valid. Again any recompense due (ie. service costs, tools, etc) are the responsibility of the selling dealer (Steven Eagles), not the manufacturer (Toyota).

[Dave the Gardener]

 Thanks again Mike for that pointer, yes if is an intermediate service why was it done with higher mileage than the required up to 12k or 1 yr, will seek clarification regarding warranty.

Its them that made that error, so shouldnt fall fail for me the owner. Thanks

[FROSTYBALLS]

2 hours ago, Dave the Gardener said:

if is an intermediate service why was it done with higher mileage than the required up to 12k or 1 yr

Suppose it depends when the vehicle was obtained by the dealer, and may have been down to the previous owner not having the service done when due. 

[HS78]

Dave

Are you currently driving without a spare wheel or puncture repair kit? If you get a puncture on a country road in darkness it would be a bad situation. The labour charge on the invoice seems high for the work that was carried out (£164.39). 

[FROSTYBALLS]

32 minutes ago, HS78 said:

The labour charge on the invoice seems high for the work that was carried out

The invoice isn't a standard customer invoice as it is an Internal invoice, presumably used to via costs between departments (ie between service and sales). As well as including the Intermediate service, labour charges for fitting two new number plates and the tyre are included, and as noted on the invoice it is 'used car preparation', so there may have been additional costs as part of that preparation. What isn't obvious is how much time the labour charges relate to.

[Catlover]

Looking at the invoice for the first Intermediate service (Dec 2018)....... am I reading it correct when it says 2 new number plates were fitted?  What were they for, do you know?

At the intermediate you got oil and oil filter changed, shown on invoice, plus a screen washer sachet added. A new tyre was fitted, a lot of inspections were done as per the H&S Service Schedule.

The service, as FBalls said, should have been done at 12500 miles. 14100 miles is outside Toyota tolerance. The owner must have presented the vehicle late, its not up to Toyota to call owners for services. Be interesting what the selling dealer to you says about it though, and as FBalls says, you could do with some written statement that its late service does not affect potential future warranty claims.

A lesson for us all when buying a car from a garage, main dealer or not, is to see ALL related paperwork prior to purchase, that would include service history. At one time a seller would be pleased to show you an official service book with all stamps in, now its online I suppose many are a bit lazy and dont do the work to print off etc.

[FROSTYBALLS]

8 minutes ago, Catlover said:

Looking at the invoice for the first Intermediate service (Dec 2018)....... am I reading it correct when it says 2 new number plates were fitted? 

The invoice is actually for 'used car preparation'. Some dealers replace the plates on used cars they're preparing for sale if the plates include details of another dealer. Why feature other dealer's details on cars they're selling?

[Dave the Gardener]

thanks for the valid questions which i cannot answer. Yes its an internal invoice by its look.

Just shows not much is done if it is a genuine intermediate service (oil, oil filter, screen wash) n tyre extra i wouldnt class that as a mild service, but what do i know, very little on this, but why wasnt it put in the stamp book. I was told the car was with Toyota from new.  The V5 just says one former owner and no details.

As yet Toyota dealership have not replied to my two emails on Thursday or today.

If i do not hear by monday will call them, ask to speak with manager and try to get some answers, Very poor customer care.  Thank u all for your imput. 

[FROSTYBALLS]

Services tend to include more checking or inspection of items, rather than replacement. 

[Dave the Gardener]

Thanks for this, so the question is it a case they forgot to stamp book then, hopefully will get answers from Toyota about service, missing boot tools n let u know.  Cheers again Mike and all who replied.  Cheers Dave