Quote:
Originally Posted by Irish Mike
I'm not sure if any of you are aware but each dealership is a franchise. Toyota does have a very small bit of control over them, but it is very small. When you call "Toyota" you are going to a call center that essentially re-routes you back to the dealership to handle their business. Sure if you call enough you will be routed to a district manager, who will in turn call the dealer to resolve the issue!
Your absolute best course of action is to be a decent human being and try to work with the dealer. If you are unhappy with a dealer, your next best action is to find another dealer that wants your business and values you as a consumer and service customer. No dealer is perfect and some are a dumpster fire. Just like any franchise, some will be good and others not so good. Another dealer, along with Toyota can make sure the issues are corrected and the erroneous dealer will be charged back for the repair. Being a hot head will just cause you more grief in the long run.
I will and can assure you that a lump in your dash is not normal and needs to be addressed. I am assuming that dealer is trying to shortcut the repair and causing the damage. The repair pays the tech 3.0 hours to complete, It is a big job. I have seen several hundred of these done and none of them have a lump or crease in the dash when done properly. The car should be returned in like or better condition.
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That's not quite correct. While the dealership is a separate entity, Toyota has a vested interest in assuring that repairs are done properly.
If the airbag blows up in a customer's face improperly, then the first lawsuit is going to be against Toyota, then against the dealership and finally against the tech and the manager. It'll always be the deepest pockets first.
Toyota knows that and will take this seriously.
Yes, Toyota will initially be the intermediary to the dealership, but that also puts the dealership on notice. In addition, Toyota is now aware that the recalls are not being completed properly at the dealership and may result in a significant safety issue.
Would you like to discuss Toyota floor mats next? Who got sued there? Everybody remembers that it was Toyota - anybody remember the name of the Lexus dealership?
I know you work at a dealership and I feel for the techs when they screw up. We all do, but in this case it seems more systemic at this dealership and the manager's answer cannot be excused.
It would have been far different had the manager said "Yeah, that doesn't look right. Let me put you in a loaner and we'll look at it in the morning". I could have even understood the "can you bring it back in the morning for us to look at?"
What he never should have said was "It is OK" - and that is the reason this needs to be escalated.