Hey,
Need to rant a little to blow off steam and ask for some guidance on having a dealer fix a situation.
I have a 2015 4Runner TRD Pro which happens to have a history of a clunking sound coming from the front suspension. Long Story short, this is a known issue and there's a TSB out that finally addresses it.
So, I take my 4Runner into a Dealer's Service Dept on a Friday (no names yet, but near me :wink2
for both my 15K service and seeing if they can reproduce the clunk and qualify for the replacement parts listed under the TSB. Good news is they reproduced the clunk and ordered the parts. Here in starts the absolutely ridiculous service experience I've had with said service dept.
I go to pick up my truck at the end of the day on Friday. Service Adviser states parts are on order, will be in on Monday and someone would call on Mon - Tues to schedule an appointment to have them replaced. I thank her and proceed to get my vehicle. However, after after about 30 minutes of hunting, they come over and say they misplaced my key. It's now about an hour after closing, so there's no way for anyone to find it. I get my wife to bring over the spare and head home. The next day they call and let me know they found it. I go pick it up and they offer to give me a detailing on my next visit for the inconvenience. Everyone has a bad day, so I'm cool with that at this point.
Monday and Tuesday arrive and i have not received any phone call from them. Decide to wait until Thursday...still no phone call. So, I call them (Service Dept) to see if the parts are in. Yep, they are. They came in on Monday. Hmm, why no phone call. I call to schedule an appointment for Tuesday the following week, 8:00am.
I take the 4Runner in to have the front shocks replaced. Arrive a bit early. Late in the day they call and say it's not done and they need to keep it over night. Hmm, should not take that long, but okay. They call the next day, mid afternoon, and say it's done, but they broke the wire that runs near the shock (wire connecting to ABS, traction control, etc). Not good at all. They repaired it temporarily and have a wiring harness on order but I can pick it up. So, I go pick it up, and just happen to check underneath to make sure they installed the shocks properly. After all, they are labeled Left and Right. To my utter amazement, they installed them in reverse (Left on right side and right on left side). At this point, I'm completely livid. Not only did they lose my key for a day, they had my truck for 2 days, broke a wire and didn't even do the installation correctly. On top of that, they didn't even do the detailing they promised for misplacing my key.
I have the 8yr/75K mile prepaid service when I bought my truck, so not sure what they can do to make it right, but I spoke with the Service Manager and he offered a $250 voucher for parts. Is this enough? What would some of you ask for to make it right if you were in this situation?
Need to rant a little to blow off steam and ask for some guidance on having a dealer fix a situation.
I have a 2015 4Runner TRD Pro which happens to have a history of a clunking sound coming from the front suspension. Long Story short, this is a known issue and there's a TSB out that finally addresses it.
So, I take my 4Runner into a Dealer's Service Dept on a Friday (no names yet, but near me :wink2
for both my 15K service and seeing if they can reproduce the clunk and qualify for the replacement parts listed under the TSB. Good news is they reproduced the clunk and ordered the parts. Here in starts the absolutely ridiculous service experience I've had with said service dept.I go to pick up my truck at the end of the day on Friday. Service Adviser states parts are on order, will be in on Monday and someone would call on Mon - Tues to schedule an appointment to have them replaced. I thank her and proceed to get my vehicle. However, after after about 30 minutes of hunting, they come over and say they misplaced my key. It's now about an hour after closing, so there's no way for anyone to find it. I get my wife to bring over the spare and head home. The next day they call and let me know they found it. I go pick it up and they offer to give me a detailing on my next visit for the inconvenience. Everyone has a bad day, so I'm cool with that at this point.
Monday and Tuesday arrive and i have not received any phone call from them. Decide to wait until Thursday...still no phone call. So, I call them (Service Dept) to see if the parts are in. Yep, they are. They came in on Monday. Hmm, why no phone call. I call to schedule an appointment for Tuesday the following week, 8:00am.
I take the 4Runner in to have the front shocks replaced. Arrive a bit early. Late in the day they call and say it's not done and they need to keep it over night. Hmm, should not take that long, but okay. They call the next day, mid afternoon, and say it's done, but they broke the wire that runs near the shock (wire connecting to ABS, traction control, etc). Not good at all. They repaired it temporarily and have a wiring harness on order but I can pick it up. So, I go pick it up, and just happen to check underneath to make sure they installed the shocks properly. After all, they are labeled Left and Right. To my utter amazement, they installed them in reverse (Left on right side and right on left side). At this point, I'm completely livid. Not only did they lose my key for a day, they had my truck for 2 days, broke a wire and didn't even do the installation correctly. On top of that, they didn't even do the detailing they promised for misplacing my key.
I have the 8yr/75K mile prepaid service when I bought my truck, so not sure what they can do to make it right, but I spoke with the Service Manager and he offered a $250 voucher for parts. Is this enough? What would some of you ask for to make it right if you were in this situation?
