Toyota Dealer Service Quality In General.

[benchan]

I decided to post this topic because having had the Aygo for 2.5 years I am finally fed up and ubiked off with the quality of service I get from the dealers' service departmen. Please don't get me wrong because I think the Aygo is a great car - it's just that the dealers I have had experience with have let me down. I come from Japan and I know how the Toyota service quality is back home (although the experience is from nearly 10 years ago...). When they do a job they do it and do it properly!

With the previous authorised dealer I was using here in the UK, I had to take the car back many times for the same job and when I thougt they had finally sorted everything out they messed something else and had to go back again for that! However after I contacted Toyota's customer service in Japan, everything got sorted reasonably fast.

Now I'm having problem with a "noisy/squeaky" passenger side seat (it's not the usual squeak you can bear with and no, it's not wear and tear because I only carry my wife on the passenger side when we go and do our weekly shopping!) and my current dealer claims they can't find any faults! What's worse is that even though I kept insisting that it's the passenger side seat that's making the noise because I don't hear a damn thing when no one's sitting there, they replaced some parts on the driver side, and asked me to give it a go. They also claimed that they did a lengthy test drive to check the noise and couldn't find any faults. The really annoying bit is that they completely ignored my suggestion - I mean I don't know how long the test they conducted was but I use the car on daily basis, and I say the noise is from the passenger side! And guess what? Yes, the passenger side seat is squeaking like a rubber duck. Another trip to Toyota to investigate the problem further and then another to have it fixed when the parts arrive... May be I should have kept my old Volvo 440... It had really nice heated front seats that never squeaked...

What would you guys do if you were in the same situation? Do I expect too much? After all I'm dealing with Toyota GB, not Toyota.

I really regret buying the Aygo - as I mentioned earlier the car never had any serious problems, economical to run and great fun so yes, the car will get thumbs up but the dealer service? On the surface they make you feel pampered but once you have a problem they can't fix it properly, so I'll give a big thumbs down.

I'm sorry for the negative-toned post but I really want to know what other think.

Ben

[Ecoboy]

As always, vote with your feet........Dealers are like any service industry, good ones and bad ones, For my last car, I drove past at least 8 other dealers to get to my chosen one 140 miles away...they have been awesome (lakeland Landrover)

If my local Toyota Dealer starts buggering about (my worst nightmare is when the tech says "well, if YOU say so ") I'll simply write a stinker of a letter to toyota GB and move on to the next dealer after informing the new one of my reasons for changing (need to make sure they are not in the same group though)

Helps if you turn up in a lexsus too possibly

[BadBoyVTEC]

I agree with Benchan @ this moment in time. Doesn't make me want to buy a Toyota next time but I will say all next time.

[Batfink]

I agree with you all - the car is brilliant and I certainly don't regret it - I just really hope I never need any warranty work doing on it, as I dread having to visit the dealer.

I doubt I'd buy another Toyota - which is a real shame, as I love the car but hate the service.....

Batfink x

[johnan]

I agree with you all - the car is brilliant and I certainly don't regret it - I just really hope I never need any warranty work doing on it, as I dread having to visit the dealer.

I doubt I'd buy another Toyota - which is a real shame, as I love the car but hate the service.....

Batfink x

I thought Toyota service was regarded as one of the best in the UK, but obviously varies from dealer to dealer which it shouldn't.

Is there ANY vehicle company in the UK that gives an even standard of excellent service throughout all of it's dealerships?

[Parts-King]

Johnan: Is there ANY vehicle company in the UK that gives an even standard of excellent service throughout all of it's dealerships?

The honest answer? NO

It would be impossible to give an exact service from one end of the country to the other as there are so many variables, like the availability/quality of staff, differening dealer types, family owned or large group. That is not to say I condone bad service, I dont, you deserve to have your car looked after and be dealt with properly, no matter who you go to

What I would say is that in EVERY year for as long as can be remembered, Toyota consistantly come out on top as one of the best in CUSTOMER surveys, these are surveys where customers do the scoring, not some faceless body that comes up with a set of dodgy figures

The Aygo seat squeek is not isolated, so I cant understand why it cant be sorted out. Put your concerns in writing and send it to the dealer principle of the garage concerned, he should then get things moving for you

Kingo

[razorsharp]

hello, im a newbie and im looking to buy an aygo, ive been speaking to a sales person at kings toyota in hedge end, southampton (anyone else lives near there???) Anyway they seem very nice in there but im wondering about the aftersales service

[Toecutter]

hello, im a newbie and im looking to buy an aygo, ive been speaking to a sales person at kings toyota in hedge end, southampton (anyone else lives near there???) Anyway they seem very nice in there but im wondering about the aftersales service

Razorsharp look at the dealer review for the garage, some good and some bad:

http://www.toyotaownersclub.com/reviews/vi...ealer.php?id=97

[daveyjp]

Buy from the cheapest souce - dealer or broker and use the best local dealer. We live in Leeds, car from a broker from Ipswich Toyota, warranty work and service done in Bradford!

[Wild west Drifter]

Bought car just under 2 months ago and have nicknamed it the Agro.

Carbon Quartz 3 door + with mmt gearbox.

Last week car started having problems not starting.

Returned to Toll House in Horsham on friday and had message that it was the ignition Barrel that is causing the problem.They ordered the part on Monday, still waiting have been told they hope to have by the 28th. Have not been offered a courtesy car yet, but strong phone calls will be made to Toyota Customer relations in Redhill, just down the road from where I work. The dealer's parts guy is not happy, nor am I.

Not over impressed, Went for a toyota because I had found they offered a better deal and spec than the 107 and C1 which were actually nearer.

Trouble is if I am going to phone them I know I will loose my rag .

Just had an update on things from the wife@ 14.30 21/08/08, 08 reg 5 door Yaris arrived, as loan car until I get my Agro back.

[feldman]

First things first I've never had any major problems with my Aygo. I've been to my local dealership 3 times in Hugo's lifetime: twice for servicing and once for a high-pitched "whine" coming from the engine at idle (there's a thread hereabouts for that).

When I went for the first service- 10,000 miles or 1 year- I just waited at the dealership, I was only there 45 minutes. However they did offer me a courtesy car when I booked in. They also gave me a courtesy car on the second service with no haggling. She just said "Will you need a courtesy car for the morning?"

Also, the high-pitched whine from the engine (V-Belt was replaced under warranty) was a 3-4 hour job and they gave me a courtesy car then with no questions asked. One courtesy car was a Yaris, one was an Auris and both had over half a tank of fuel and less then 15K on the clock.

All the time I've dealt with my local dealership they've been absolutely fantastic. The staff are very friendly and helpful, the prices for the servicing and fairly competitive (not the cheapest but far from some of the prices we've seen quoted on here), I always get a letter from the manager a couple of days after going in to see if there's anything that could be improved or any suggestions/complaints.

As was said above- vote with your feet. My friend was bought a Pug 306 by her parents 2nd hand- fell to pieces after a year. So she took it to a dealership in Preston and part-ex'd it for a 2nd hand 206 with about 14K on the clock. The electrics fell to pieces and she made a big noise to me about complaining to the head office and Trading Standards etc. 3 months ago I get a call on a Saturday from her saying "Guess what I've got?" She traded in the 206 for a 206CC with THE SAME DEALERSHIP on finance. It went in for clutch repair this week. I'm all for giving someone a second chance but...

[daveyjp]

Expect the next call to be about problems with the roof leaking and more threats to sue the backside of Peugeot!

[Wild west Drifter]

Edited my original post but here is an update.

Phoned Customer relations at Toyota GB, they then contacted the dealer(Toll House at Horsham) having said the situation was totally unacceptable .

According to them my car should have been picked up and a loan car left for me.

My ignition barrel is on order from Japan and hopefully I shall get the car back on the 28/29 this month, That is the second month following it being delivered brand new.

Now Driving a 08 Yaris 1.0 T3 5door and how I hate that dash. That was delivered and according to the Lady at HQ we will have that until my AGRO is ready.

The car is a rental car from the dealer and the Hirer on the agreement is Toyota Customer Services.

So Partial Result,

Will post another update on the 29th

[Paul Gi]

LoL another thread questioning Toyota's Unbeaten Customer Satisfaction statistic...

Well i'm not going to go into all the details i had whilst dealing with the world's shadiest, appalling dealership i've ever had the misfortune to encounter again as i'll end up punching this laptop and that will swiftly end my time on the forums! LoL

And unfortunately i did have a brief encounter with Toyota Customer Relations and their "Communications" are a lot left to be desired - nobody phones me back to keep me informed about anything and i have to go about phoning every bleeding halfwit there is to sort my problem...

Any niggles i've had with my car however i've taken it to Sqaure Deal Motors In Falkirk and so far, touchwood, they've been quick and exemplary - i mid charter flight better than the reluctant monkeys that reside at Western Toyota in Sighthill, Edinburgh

Properly disappointed with them

Here's what happened when i encountered my problems

And...

Here's my dealer review, complete with run down of all the problems i experienced

I'm sure it will make quite good reading

Note to moderators - could we maybe improve how the dealer review/feedback is done? I reckon Toyota should be receiving our feedbacks/complaints to glance over and put measures into place to improve their after sales services and/or even compensation processes maybe?

If we highlight these to the people who need to know then it would ensure all matters are dealt with quickly, professionally and efficiently

[Wild west Drifter]

Not Happy bunny today.

Had to call out the RAC to my Loan Yaris, Just died on me sitting at some traffic lights. Out of gear with handbrake on.

Would not restart . Tried 5 or 6 times. When the RAC turned up 1 hour later, it decided to start,so have bought it home and am now going to go out in the Galant instead.

[Paul Gi]

Not Happy bunny today.

Had to call out the RAC to my Loan Yaris, Just died on me sitting at some traffic lights. Out of gear with handbrake on.

Would not restart . Tried 5 or 6 times. When the RAC turned up 1 hour later, it decided to start,so have bought it home and am now going to go out in the Galant instead.

Hope i don't offend when i do this however if it's the facelift Toyota Yaris (05 onwards) did you press the clutch pedal in before starting the car? I found this when i tried to drive out of the dealership after one of many visits to fix my car...

[mikeytic]

hi people i no for fact toyota have started a fix it right program to eliminate the dreaded repeat repairs scenario where u get to talk to a qaulified technician not service desk and u have a form filled in by said technician explaining ur symptoms with vehicle in lamen terms to allow a CORRECT diagnosis so i would say guys give it a chance there are plenty of toyota dealers out there who do care about customer satisfaction like TMC

[johnan]

hi people i no for fact toyota have started a fix it right program to eliminate the dreaded repeat repairs scenario where u get to talk to a qaulified technician not service desk and u have a form filled in by said technician explaining ur symptoms with vehicle in lamen terms to allow a CORRECT diagnosis so i would say guys give it a chance there are plenty of toyota dealers out there who do care about customer satisfaction like TMC

Punctuation please, it makes it so much easier to read!

[Wild west Drifter]

Hi Paul,

Yes and no offence taken,

RAC guy said as good as just be very heavy footed with it. because it thought it was a bit lumpy on tickover.

[Red Yaris 54]

Hi people.

I know for fact toyota have started a "fix it right" program to eliminate the dreaded repeat repairs scenario where u get to talk to a qaulified technician and not service desk.

You have a form filled in by said technician explaining ur symptoms with vehicle in laymen terms to allow a CORRECT diagnosis.

So i would say guys give it a chance.

There are plenty of toyota dealers out there who do care about customer satisfaction.

How is that for you Johnan?

We do not normally draw attention to punctuation errors on TOC.......................(As long as the text is understandable