Reason Enough to Stay With Toyota 4ever

[TOY2G]

I will try to keep this short.

When I bought my 2013 I noticed a problem within about 2000 miles. I sent an email to Toyota USA and asked for input. They opened a case and later asked me to take it to a dealer for inspection. I took it to the dealer I bought t from and they confirmed something was off. So they sent me on my way until the parts come in and they would call me.

3 months and me calling 4 times and still no parts, and on call 2 they said they have no record of my visit. So I drive the little more than an hour back to the dealer, and by chance walked into the shop foreman who looked at my truck. So we all have a pow wow and sort everything out, parts not ordered, asleep behind the wheel exc.

2 weeks later, I decide to take a promotion and move to Ohio, so I make another call and tell them, I only have 3 weeks left here, can we get this going?

I leave to Ohio without ever having received a single call from the dealer.

Now in Ohio, I go make nice with my local dealer, have them do a couple timing belts for me and meat a few people.

I send an email back to Toyota USA explaining to them in detail what had happened with the last dealer, and asked for a little support for dealing with a 100% new dealer.

Within a day Toyota (corp) had my vehicle set up for inspection at this new dealer, and a contact for me on site. When I took it in, they said they knew all about it and Toyota had authorized the repairs based on notes from the other dealer.

So as we speak, parts are on order...... But that's it the good part...

The Toyota rep calls me back to check progress (a week later), I say "I have not heard from them yet". She calls them (tells them who knows what) and within about 10 min I get a call from the dealer letting me know my parts are on back order.

Then the Corp rep calls me back and tells me the same news and that she will check with me again in 2 weeks.

I'm not giving names or warranty details because I do. It want to put anyone in a compromising position.

Rep calls me back ten min later and says

Mr.Clark. After we hung up, and I was going over your information I decided we have to do something nice for you. You have owned over 30 Toyota vehicles and currently own 6. That's just loyal, and we love loyal customers. So I am going to upgrade your warranty to the max (125k) at no cost, and I am going to send you $100 AMX.

I was a little speechless, and all I could say was thank you a few times. I know it's not a ton of money, and I know there is not much chance of my 4Runner breaking down before 125, but the fact is....they gave a damn.

I know this sound a bit crazy, but it's 100% legit. I was happy just getting a cosmetic repair done and they go so far beyond what I asked.

And for the record I have owned 41 Toyota/Lexus vehicles. Sure I have had a few jeep rubicons, a couple fords, and a honda, but I have been true to toyota for years.

Would any other manufacture care this much about one little customer? Who know, but Toyota did, and that's enough for me.

 

[OldSchool1959]

Nice to hear...

This is truly team member empowerment and it's been a staple of companies like Nordstrom for years. When a line employee such as the rep you spoke to sees that a loyal or potentially loyal customer is being frustrated by "the system" they have the authority to comp you, refund a purchase or send you flowers until you're happy. You become even more loyal - your post being exhibit A - and your satisfaction index pegs the good needle.
Unfortunately most corporations are so vertically structured with layers upon layers of management, each with their own P&L, that the actual face of the company that you interact with can't comp you much more than a cup of coffee. Glad to see Toyota recognizes this at least in your region. Especially since I've owned 7 of them with six attaining over 175K miles.

 

[TOY2G]

This is truly team member empowerment and it's been a staple of companies like Nordstrom for years. When a line employee such as the rep you spoke to sees that a loyal or potentially loyal customer is being frustrated by "the system" they have the authority to comp you, refund a purchase or send you flowers until you're happy. You become even more loyal - your post being exhibit A - and your satisfaction index pegs the good needle.
Unfortunately most corporations are so vertically structured with layers upon layers of management, each with their own P&L, that the actual face of the company that you interact with can't comp you much more than a cup of coffee. Glad to see Toyota recognizes this at least in your region. Especially since I've owned 7 of them with six attaining over 175K miles.

The case was opened in Gulf States, and carried over into a different region. Another piece that makes this even more impressive.

 

[ant-ny]

That's good. This is my first Toyota (2011 SR5, just under 30K miles). I have owned Nissan's, GM's, and Ford's before (and a Honda Pilot for about 3 months before trading it in for the 4R). I bought a Toyota after browsing this site and seeing that most people find them to be quality, reliable vehicles. I fully expect to get 200K+ miles out of my 4runner, and since I only drive about 12K miles per year, I hope it lasts 20 years or more. I have been nothing short of happy with my ride and love getting into it every day. I have taken it back one time to the dealer I bought it from for TSB related work and they fixed it no questions asked. They didn't even inspect the vehicle; I gave them the TSB's and they ordered the parts. I know some folks on this site have horror stories about their dealerships, but I cannot be happier with my vehicle and dealership that I will continue to do business with.

 

[SR5Runner97]

that's a great story. if you don't mind me asking, how old are you? that's a lot of cars. kept upgrading or just found different tastes and had to own them all? hahah! This is my first Toyota, I've had it for about 3k miles and I love it.

 

[MJT4R]

My first car was an 82 Tercel, second, an 83 then a 81. I love my Toyotas! My parents have had 3 Corollas, 4 Tercels and a Prius. This is my 1st 4Runner, and I'm stupid for not getting it 10 years ago when I first wanted it! I have beat mine Toyotas into the ground, and they are great! I went through my Muscle Car, and cheap car faze, but I still go back to a Toyota, and so do my parents, and my sister! I'm loyal until I die! I would not mind a new Tacoma, but I can't stand the looks! I'm a 3rd gen guy! If I went to any other brand, I would get a Challenger or a Ram Cummins 2500, depending on my needs.

 

[LandCruiser]

Toyota told me to bugger off when my 2007 FJ Cruiser's 6MT grenaded because of a bad throwout bearing, blaming it on user negligence.

It took me visits to 3 different dealers and dozens of phone calls to get them to throw in a reman transmission and clutch to fix the problem.

 

[Atlanta_man]

I thought I owned a lot of cars, and Toyotas especially. Not even close to the OP. And yes, I am old.

 

[TOY2G]

that's a great story. if you don't mind me asking, how old are you? that's a lot of cars. kept upgrading or just found different tastes and had to own them all? hahah! This is my first Toyota, I've had it for about 3k miles and I love it.

I'm 33, and I did not start buying Toyotas until I was 20. I'm one of those people that take things too far, like women and shoes. At one point in the last ten years we have had 9 vehicles at a time. I just like having options, and for some reason, when it see a good deal on a Toyota I have a hard time passing it up if I have the money. I am working on fixing this issue, I'm selling a couple vehicles, mostly to cut my insurance down. Since we always keep full coverage on everything, right now with 6 vehicles insurance is pretty high.

My first car was an 82 Tercel, second, an 83 then a 81. I love my Toyotas! My parents have had 3 Corollas, 4 Tercels and a Prius. This is my 1st 4Runner, and I'm stupid for not getting it 10 years ago when I first wanted it! I have beat mine Toyotas into the ground, and they are great! I went through my Muscle Car, and cheap car faze, but I still go back to a Toyota, and so do my parents, and my sister! I'm loyal until I die! I would not mind a new Tacoma, but I can't stand the looks! I'm a 3rd gen guy! If I went to any other brand, I would get a Challenger or a Ram Cummins 2500, depending on my needs.

I grew up in a Ford family, and my first 3 vehicles were Fords. Then one day I started dating a girl who had a 99 Tacoma, the baby 2wd one. It had NO options, but she had just bought it, so it was new. I was stationed in Fort Hood and at the time had a 1973 F150 4x4 and a 1979 CJ5. This girl I was dating (became my wife 14 years ago) liked to travel, so neither of my vehicles were up to the task. When I was ETSing, I decided to buy a new(er) car for myself and sold my Jeep and My Ford. I put a down payment on a Mustang...... When I went to pick it up on the weekend it had been sold. They happened to have a 98 Tacoma 4x4 on the lot so we stuck my $5000 down on it and drove away in my first ever Toyota.

I thought I owned a lot of cars, and Toyotas especially. Not even close to the OP. And yes, I am old.

I'm like the crazy cat lady, only I have a soft spot for Toyotas, and don't own a cat.

To dial Down the crazy a little, a few times I have bought in bulk. Once from PSC Motorsports I got 3 4runners for one super low price. One I wheeled for a while, one I spent a ton of money restoring it (1993 V6 5spd 2 door) and the third became my DD whaling I was building my T-100 and Sequoia.

The best deal I ever got was back in 2005 I bought 3 Toyota trucks from Oreillly Auto parts. All three running driving high mileage vehicles, the newest was a 98 Tacoma. I paid $250 each. Started driving one right away for gas mileage, SASed the Tacoma and made it 4x4 (just sold it 6 months ago) and flipped the other one to pay for the SAS.

 

[SR5Runner97]

At one point in the last ten years we have had 9 vehicles at a time.

:guitar2: that's how you do it.

 

[fenrisx]

Wow. I only have the luxury of 1 vehicle at a time, but so far they have all be Toyota's except for my first car. My first car was almost a super clean 89 Celica manual transmission, but my granddad decided a 92 Pontiac Sunbird would be a better first car (read: slow). I couldn't complain too much because he was the one paying for it.

Nice to see them doing something.