bobzemuda

So I bought my 2000 4Runner on Oct 11, 2003, and when my E light first came on and I filled it up, it seemed like something was wrong to me. I didn't know how large my gas tank was because I'd had the '95 before and I assumed they were different, but from E to full only taking 13 Gallons seemed a little suspicious to me.

About a week later my assumptions were confirmed by Bob 98SR5 and he pointed me to Phorunners site and the TSB.

A call to Toyota yielded no result as others have mentioned before as the vehicle was beyond the 36 36,000 warranty.

I'd been very busy at work, but about 2 weeks ago I took the matter up with my dealer and their service dept. They informed me, like several others here, that the TSB was not covered under warranty, nor my extended warranty that I purchased and was quoted to me as being "the same as the 36 36,000 through 100K." They wanted $450 for the repair. I certainly wasn't going to do that and hung up.

A couple days ago I read the 160 Point Certified Used vehicle Quality Assurance Inspection and one line item read "fuel gauge reads correctly." Mine most certainly doesn't, and it was on. I had plenty of free time on my hands today and yesterday and the calling begain.

First I spoke to Michelle in service again. She remembered me from the last time we'd spoke, and informed me that only 2 for 3 of the issues needed to be fixed for my truck and that it wouldn't cost me more than $150. Not saisfied with that, I informed her of the verbage on the 160 point inspection and requested that she see what else she can do. She said I needed to speak with Tony the Used Sales Manager and that he'd get back to me. I left my name and number and waited. About an hour later she called back and said I needed to bring it in and that she'd spoken to Tony and it wouldn't cost more than $150. They didn't seem to be catching my point, but I decided to schedule an appointment and take it in so they could "look at it" as they seemed very concerned with that point.

Agitated, I decided to call Toyota yesterday as well and explain my situation to them though others had failed. I also failed with Toyota, and as friendly as Suzie "with a Z not an S" was in telling me to "F" off basically, she did note that I had called in October regarding the matter, and would put a request for the Customer Service Manager of the dealership in touch with me.

Kenneth called this morning.

Kenneth was a wonderful man, with a Southern draw not often associated with St. Louis he too told me to "F" off in his own special Toyota way. I explained to him about my 160 point point, and his eloquent response was "ok?"

He informed me that I would have to pay the deductible on my warranty and just wasn't seeing eye to eye with me on the fact that they'd sold me a vehicle that passed a 160 point test with only 159 points. I told him "this isn't school, a 99% isn't good enough, only 100% should have passed the vehicle." I explained to him that I shouldn't have to pay a dime, because I'd bought the car based on this warranty, and that as highly rated as they feel their Certified Used line is, it's obviously a pile of beans because "how many more of the other 159 points did you not properly check?" Once again, he said I'd just have to pay the deductable.

So then I kicked into what I refer to as my "dissapointment technique." I used to be a bit of a hot head and I'd call up the customer service lines of companies wanting something, and then swearing at them in the end. Having worked a customer service phone line since in a tech support capacity, I've come to realize that the people on the other end of the line, often can't do a lot for you, and sometimes don't even work directly for the company your angry at. Thus "dissapointment" was born.

"Alot of people really spoke highly of your dealership, and when I'd test driven a vehicle in the past when I was younger, you'd treated me very well even though I ended up not buying the vehicle. So I was pleased when I found a manual 2000 4Runner on your lot as not many late model manuals were made. My wife and I are also looking to buy her a new Toyota as well, but after the treatment that I'm receiving, I can assure you that I will not be purchasing any more vehicles from you, nor would I be recomending you to anyone else in the future."

His response wavering between "my deductable" and "ok"

So I then asked the simple question "what are you going to do for me?" Kenneth's true Toyota Customer Service response "why would I do anything for you if you're not going to bring me any more of your business?"

That was a jaw dropping experience, I informed him that I obviously wasn't going to get anywhere with him and that'd I'd be taking my car in Monday to have it looked at before contacting his boss on the matter regarding just who should pay for these repairs.

Well I'm happy to say Kenneth left me a voicemail with a much different tone in his voice, and upon returning the call, it seems that Kenneth and the General manager had a chat about me, and the GM decided they should make the repair free of charge do to my 159/160 point point. They must have decided that this "a-hole" wasn't going to let this one go and they should just give it to me, and they were right, I have a lot of free time today too : )

Thus, Monday morning my TSB EL010 repairs will be made free of charge to me and my warranty.

Don't let the dealer screw you. You paid a lot of money for your trucks, cars, and they owe it to you to pull through on the claims that they as a dealer and corporation make. They bank on people folding and wanting to avoid conflict. They, however, fold too.

__________________
My name is BILL not Bob
Mazda3 :0(