New relax warranty

[ICF]

When you get your Yaris serviced the relax warranty is renewed for a further year.

So say I get it serviced on the 31st August 2021 the warranty expires on the 30th August 2022 at 23:59pm.

If I report a fault on the car on 30th August say at 3pm is this claim within the warranty period?

 

[APS]

Assuming the car is below 10 yrs old and 100k miles - I would say so. They are normally human about these things. 

[Corollanutter]

For almost all types of warranty claims (car and non-car) it is the date that the problem is registered that is relevant. 

[FROSTYBALLS]

49 minutes ago, ICF said:

When you get your Yaris serviced the relax warranty is renewed for a further year.

But of course on a 2022 Yaris, as per your profile, the Relax service generated extended warranty won't kick in until the 3 year/60,000 manufacturers warranty has expired (ie in 2025).

[ICF]

Sorry this is my wife's car a 2014 yaris hybrid.

We had just set off in the car and approx a mile down the road the car spluttered to a holt.The AA took about an hour to arrive and he said it was on his report:- 

Engine contrl - 15E / Engine management TCCS 1 Status :P3190.

Because it was Bank Holiday Monday 29/08/22 there was no point in towing it to the Toyota dealer because the service dept was shut so he towed us home and said he would tow it to the dealer when requested.

We informed the dealer on Tuesday 30/08/22 the car had broken down and the AA had towed us home.The dealer then arranged with the  AA to have the car towed to them on the Wednesday 31/08/22 and it is now at the Toyota dealers service dept.

So as you can see the fault was reported to the dealer on the last day of the relax warranty.

The problem is the dealer is saying the car is out of warranty.We rang Toyota customer service and they agreed our Relax warranty did not expire until 11:59 Tuesday 30/08/22.

He then said but how it usually works is the dealer service dept would have needed to have inspected the car within the warranty period so technically it was out of warranty even though we reported the fault with the warranty period.

[TonyHSD]

10 hours ago, ICF said:

Sorry this is my wife's car a 2014 yaris hybrid.

We had just set off in the car and approx a mile down the road the car spluttered to a holt.The AA took about an hour to arrive and he said it was on his report:- 

Engine - 15E / Engine management TCCS 1 Status :P3190.

Because it was Bank Holiday Monday 29/08/22 there was no point in towing it to the Toyota dealer because the service dept was shut so he towed us home and said he would tow it to the dealer when requested.

We informed the dealer on Tuesday 30/08/22 the car had broken down and the AA had towed us home.The dealer then arranged with the  AA to have the car towed to them on the Wednesday 31/08/22 and it is now at the Toyota dealers service dept.

So as you can see the fault was reported to the dealer on the last day of the relax warranty.

The problem is the dealer is saying the car is out of warranty.We rang Toyota customer service and they agreed our Relax warranty did not expire until 11:59 Tuesday 30/08/22.

He then said but how it usually works is the dealer service dept would have needed to have inspected the car within the warranty period so technically it was out of warranty even though we reported the fault with the warranty period.

The fault occurred while within the warranty period and because of the obvious circumstances you were not able to report or deliver the car immediately to the local dealer for inspection . This should not invalidate your warranty claim. It is a good idea to point to them that during lockdown dealers were shut Toyota extended service intervals by time and millage to accommodate customer needs. Why dealers are refusing warranty work is beyond me, perhaps they have to fill up a lots of paperwork , they get paid by Toyota for parts and labour. 

[Donrald]

11 hours ago, ICF said:

Sorry this is my wife's car a 2014 yaris hybrid.

We had just set off in the car and approx a mile down the road the car spluttered to a holt.The AA took about an hour to arrive and he said it was on his report:- 

Engine contrl - 15E / Engine management TCCS 1 Status :P3190.

Because it was Bank Holiday Monday 29/08/22 there was no point in towing it to the Toyota dealer because the service dept was shut so he towed us home and said he would tow it to the dealer when requested.

We informed the dealer on Tuesday 30/08/22 the car had broken down and the AA had towed us home.The dealer then arranged with the  AA to have the car towed to them on the Wednesday 31/08/22 and it is now at the Toyota dealers service dept.

So as you can see the fault was reported to the dealer on the last day of the relax warranty.

The problem is the dealer is saying the car is out of warranty.We rang Toyota customer service and they agreed our Relax warranty did not expire until 11:59 Tuesday 30/08/22.

He then said but how it usually works is the dealer service dept would have needed to have inspected the car within the warranty period so technically it was out of warranty even though we reported the fault with the warranty period.

What they have told you is b…ocks. A not uncommon tactic to avoid liability. All is in your favour. It broke down on the warranty period. The AA can confirm it did. You reported it within the warranty period. The fact that they could not inspect because they were closed is irrelevant.

Further if it is a breakdown in a part that ought not to have broken down in the length of time you have the car and is not fair wear and tear then the manufacturer should still be liable. Jaguar once tried that in with me when my car broke down nearly a year after the warranty had expired. The failure was not one that should have occurred. I was told it would cost me about £2000 to repair. “Not it won’t” was my reply “As you or Jaguar have to meet this bill.” They did.

You should be fine though.

[ICF]

This is the wording for making a claim from the Relax Warranty T & Cs

To process a repair please follow these steps:

• Please report any repair under the Additional immediately, by presenting this service invoice to your Authorised Toyota Repairer and making the vehicle available for examination;

• Please provide all information needed or requested to help the Authorised Toyota Repairer identify the issue claimed for; and

• Always retain the service booklet and make it available to your Authorised Toyota Repairer as requested.

 

What does the statement in red mean?

[Mojo1010]

I think you have a very good case, as others have mentioned, the car broke down and had valid warranty. You would have made it available to inspect had the dealership wasn't closed on the bank holiday, that is not on you. 

Some good advice above. Don't take no for an answer. Get Toyota GB to fix it under warranty, if they refuse, threaten them with a complain to the ombudsman. 

[Donrald]

Or go to your local Trading Standards Officer.

[FROSTYBALLS]

Presumably you have some documentary evidence from The AA regarding their callout and when the fault occurred.

Put something in writing to Toyota GB, outlining what happened, that you have evidence from The AA of when the fault occurred, that Toyota GB have already confirmed the warranty cover was still valid when the fault occurred, and thst you had reported the fault as soon as the dealer's service department was open.

The terms and conditions don't actually state a time limit within which the car has to be made available for inspection. Include this in your written submission. The vehicle was presumably made available for inspection as soon as practically possible given the scenario.

What happens 'usually' doesn't take into account national holidays, etc.

[Devon Aygo]

By terms of the policy you are not covered as the issue has to be seen & verified as a warrantied fault before the policy expired, however Toyota will review any issue on a case by case basis they will however want to know why the car was serviced again prior to the policy expiring to ensure the relax warranty cover is continued?

Effectively you are now relying on goodwill from Toyota I have dealt with several cases like this and in all the cases where along with the fault the customer also booked a service or where already booked for service Toyota agreed to cover the issue however in two cases where the customer had decided to use non Toyota servicing ( not showing goodwill to Toyota ) the repair was refused.

One customer decided to use the ombudsman and failed to prove their case as the ombudsman accepted that the fault had to be verified prior to the policy expiration and that by servicing with a non Toyota repair centre the customer would reasonably understand the was no further policy in place and no obligation on Toyota to offer goodwill.

[ICF]

12 hours ago, Devon Aygo said:

By terms of the policy you are not covered as the issue has to be seen & verified as a warrantied fault before the policy expired, however Toyota will review any issue on a case by case basis they will however want to know why the car was serviced again prior to the policy expiring to ensure the relax warranty cover is continued?

Effectively you are now relying on goodwill from Toyota I have dealt with several cases like this and in all the cases where along with the fault the customer also booked a service or where already booked for service Toyota agreed to cover the issue however in two cases where the customer had decided to use non Toyota servicing ( not showing goodwill to Toyota ) the repair was refused.

One customer decided to use the ombudsman and failed to prove their case as the ombudsman accepted that the fault had to be verified prior to the policy expiration and that by servicing with a non Toyota repair centre the customer would reasonably understand the was no further policy in place and no obligation on Toyota to offer goodwill.

We rang (1/08/22) to book the car in for a service and MOT on the 22/09/22 so we already had it booked in at the dealer.We didn't realize how critical the service dates are now to keep the relax warranty alive.In the passed we would book are service around the MOT date.

The wording in the warranty states that the car must be available for examination.

I think most owners are under the impression that if the faulty is reported within the warranty period  they are covered but that does not seem to be the case in how Toyota are interpreting the warranty wording.

Hopefully, because we have a  service contract with the dealer and the car was  booked in with them in August for a service and MOT in September, when the car broke down and the dealer were notified of this within the warranty period, I would hope goodwill would be shown by Toyota. Fingers crossed. 

[ICF]

The garage has just informed us that the problem was a contaminated mass air flow sensor.They have cleaned it and the car now runs fine.They say they are only charging us an hours labour.

So a good expensive fix 🙂

What we have learned from this episode is how important service dates are now after the manufacturers warranty runs out.Also its not the date the Realax warranty runs out but when the garage has inspected your car so get it serviced at least a week earlier than the expiry date of the Relax warranty.

[ICF]

Should have said inexpensive not expensive