Update On Dual Mass Flywheel

[jibbbbbb]

following a lot of letters and phone calls mr t has made its mind up on my dual massflywheel , heres the emails they have send me

first email

Thank you for your emails dated 17 March 2009 and 18 March 2009 about your RAV4. I am sorry you remain disappointed in our decision not to contribute to the cost of repairing your clutch and flywheel.

I would like to assure you that this case has been reviewed at the highest level and regrettably our decision has not changed.

Whilst it is always Toyota’s aim to look after our customers, any goodwill outside the manufacturer’s warranty is decided on a case by case basis. Goodwill is not a right.

Unfortunately, as discussed yesterday, you have failed to fulfil a number of the criteria which would enable us to assist you.

Yours sincerely

Jenny Shipley

Customer Relations Team Manager

secound email

Thank you for your further email.

This extension to warranty cover was undertaken purely in light of the feedback received by our Technical Department and aimed at supporting customers using the Toyota franchise whose car suffered this component failure sooner than one would expect from a Toyota used under normal driving conditions.

Outside of the manufacturer’s warranty parameters of 60,000 or 3 years, whichever comes soonest, Toyota (GB) PLC hold no legal or moral responsibility and any warranty extension is purely a gesture of goodwill. Outside of the extended guidelines of 5 years for this specific component Toyota (GB) PLC consider any failure attributable to fair wear and tear.

From time to time, and based on advice from our repairing Toyota Centres, we may, in exceptional circumstances, consider some contribution towards repair costs as a gesture of goodwill. Before doing so, we would consider whether the car was owned from new, if it has a full service history within the Toyota network, the nature of the problem, if an extended warranty has been put in place or purchased.

In this instance as you are the second owner, the car was brought privately and the service history is incomplete we feel that our decision not to support the cost of this repair is justified.

I trust this clarifies our final position.

Yours sincerely

Jenny Shipley

Customer Relations Team Manager

as for the servicing of the car it has five toyota services and i think two none toyota services, i was allways thought as long as a garage used toyota parts the warranty is ok .. well thats what i thought , i surrpose its just another way for toyota to get out of it well i did try ... but might have one more trick up my sleve got to be worth another go aint it lol ,,,, hope this can help just one person on here to get there work done for free or a help with the cost of the parts

[Parts-King]

Under normal circumstances, when you car is under 3 years 60K, as long as you have the car serviced in accordance with Toyota's service requirements (genuine parts etc) then they cannot refuse your warranty. In this case, your car is outside the normal warranty period and outside the extended period, in this case they look at a number of points, and what type of servicing you have done comes into play. IF you had the car from new, had FULL dealer history, you MAY have got a contribution, but like everything else just lately, their "goodwill" department will be under pressure to reduce costs too, sorry you were unable to get any contribution

Kingo

[bothwell_buyer]

Try building a thick wall around their customer service dept overnight - use quick drying concrete laced with chromium for max effect - this will help to stop others from contacting them thus they could save staff costs as well.....?

[hertsnminds]

as for the servicing of the car it has five toyota services and i think two none toyota services,

Can you just clarify, this is a seven year old car and you are not definite as to how many services it has had?

[jibbbbbb]

as for the servicing of the car it has five toyota services and i think two none toyota services,

Can you just clarify, this is a seven year old car and you are not definite as to how many services it has had?

sorry did not put all of letters on here checked my service book, its had 5 toyota services, and 2 local garage services but the local garage did use toyota parts

[anchorman]

This is where discretion comes in. While the vehicle is inside the manufacturers warranty you cannot be forced to use Toyota or even Toyota parts. You must only be able to demonstrate that the parts you use were of an equivalent quality which most of the front line well known brands are. Even then, if the DMF fails and you didn't change the oil on time they cannot refuse the warranty unless not changing the oil can directly affect the DMF failure which is unlikely (but it might have affected a claim for excessive oil consumption).

As soon as the vehicle comes out of warranty then they can choose whether to grant any warranty concessions. A lot depends on your relationship with a dealer and service history and, and..........

Those very good customers that have two Toyota's in the family and change them alternately at two or three years would almost certainly get such claims paid for.

It seems cruel but at the same time it is understandable. They cannot be expected to give endless warranty unless it had a design fault or causes danger and unfortunately these DMFs are no worse on Toyotas than they are on any other brand - it's a DMF thing not a Toyota thing. Every now and again somebody pops up and says they have had most or all of a DMF claim met for reasons we do not fully understand and that is always nice to read. However, I think we have to accept that vehicles outside of 3 years or 60k may not be met and those outside of 5 years or 100k probably won't. That is what I am working on and if it does happen to mine anything I get that is better than that will be a bonus but equally I won't feel disappointed if thats how it is.

[local hero]

Those very good customers that have two Toyota's in the family and change them alternately at two or three years would almost certainly get such claims paid for.

I Wouldn't normally disagree with you Anchs but i believe no-one could have shown their loyalty to the brand + dealer more than me, I had bought my last 2 ravs off them just ordered my third had EVERY service + maintenace carried out by MR T my 4.2 had been dealer serviced 5 times in its 23000 mls + the fault first reported at 4yrs + 11 mths (22500mls) and still Toyota would not carry out the work under warranty, only by cancelling the order of my new Rav (£23000) did they agree to pay £600 towards it being done, The day i paid for my new car i gave them a cheque for £23000 to the sales dept + a cheque for £1080 for a DMF on my 4.2 which i sold to my brother + incidently, has been faultless since, that was 2 yrs ago..

[bothwell_buyer]

Those very good customers that have two Toyota's in the family and change them alternately at two or three years would almost certainly get such claims paid for.

I Wouldn't normally disagree with you Anchs but i believe no-one could have shown their loyalty to the brand + dealer more than me, I had bought my last 2 ravs off them just ordered my third had EVERY service + maintenace carried out by MR T my 4.2 had been dealer serviced 5 times in its 23000 mls + the fault first reported at 4yrs + 11 mths (22500mls) and still Toyota would not carry out the work under warranty, only by cancelling the order of my new Rav (£23000) did they agree to pay £600 towards it being done, The day i paid for my new car i gave them a cheque for £23000 to the sales dept + a cheque for £1080 for a DMF on my 4.2 which i sold to my brother + incidently, has been faultless since, that was 2 yrs ago..

please kind sir, can I have a cheque for a new RAV.. I think I am your long lost brother-in-laws-cousins-wifes-sister-in-laws-cleaners son?

[local hero]

You wouldn't want one Bothy, they only do 5 doors now, + it would cost you a fortune on hinge insurance :P :P

[bothwell_buyer]

You wouldn't want one Bothy, they only do 5 doors now, + it would cost you a fortune on hinge insurance :P :P

Damn ! And I've just thrown out 4 sets of 6" hinges

[anchorman]

Those very good customers that have two Toyota's in the family and change them alternately at two or three years would almost certainly get such claims paid for.

I Wouldn't normally disagree with you Anchs but i believe no-one could have shown their loyalty to the brand + dealer more than me, I had bought my last 2 ravs off them just ordered my third had EVERY service + maintenace carried out by MR T my 4.2 had been dealer serviced 5 times in its 23000 mls + the fault first reported at 4yrs + 11 mths (22500mls) and still Toyota would not carry out the work under warranty, only by cancelling the order of my new Rav (£23000) did they agree to pay £600 towards it being done, The day i paid for my new car i gave them a cheque for £23000 to the sales dept + a cheque for £1080 for a DMF on my 4.2 which i sold to my brother + incidently, has been faultless since, that was 2 yrs ago..

We sometimes read that somebody has managed to get everything paid for. I think your case is just an example of sloppy support Stew.

It makes you wonder if TGB agreed it but the dealer decided to charge for their bit???

Either way I don't know how you kept your cool with that one. I think I would have had it done at a local garage and shown them the receipt when cancelling my new RAV.