Genuine TOYOTA Service - Not so genuine

[Walker Member Find all posts View Profile Close Walker]

It seems to be the same with all car makes, but I have to admit I was expecting a bit more from Toyota. This Prado is my first Toyota and I had heard such good things about their service departments. On my first service at Nunawading in Melbourne I was taken back with how BAD their customer service was. After booking in a time to pick it up I was kept waiting for 55 minutes and then they had not done a single warranty item I had listed out to them in writing. They were only small items but I was told I would have to bring it back another time to get them done. I never went back there!

The last 4 services have been done at Yarra Valley Toyota in Croydon and they have been fantastic. Always helpful and always doing that little bit more than what they have to do. I would definitely recommend them.

[darecki Sooky & Banned Find all posts View Profile Close darecki]

I changed my mind and removed my post. Curious why? Look there: http://www.pradopoint.com/showthread...upgrade-in-GXL

[croozza Avid PP Poster! Find all posts View Profile Close croozza]

Just remember that you should record it on your mobile phone, just make sure you say that you are recording it (they do not have to be around at the time, just make it looks like you have said it to them), press pause, and when someone from the dealership speaks to you, just unpause it. You will have all the evidence you need then. Most mobile phones will record voice for around 30 mins.

[MDS69 Advanced Member Find all posts View Profile Close MDS69]

I'm just about doing my 30k service in "independent" place. Found it for $80 - much cheaper than so called capped @$210.
I used to service my Prado and Rav4 in Sydney City Toyota and I'm not happy so far. As an example - my hand brake doesn't work but they got paid to adjust it. I had to ask them to put screws back in place and I had serious issue when they didn't fix my Rav4. They sent me home with disconnected fuel return hose. I got it sorted out after having chat with Toyota, however this is not the way I like to spend my money.

Keep in mind that your 40k service will cost you a lot more that $210.00. Are you going to go elsewhere and pay more or take up the $210.00???? The capped price service whilst probably built into your purchase price is averaged out ov 6 services.

[Gumnuts Lurker Find all posts View Profile Close Gumnuts]

Mediocrity seems to be the norm these days. It seems that incompetence is not only accepted but encouraged, and few people strive to do a good job. I took my 150 Prado to a local and well known independent 4WD service centre in Bendigo for a scheduled service. I made a point of asking for the wheels to be rotated a set way to follow my pattern. Obviously I too had marked the wheels. Guess what? Not rotated! Made comment to service person only to be told that they don't rotate unless asked. I pointed out that it is in the service manual and had been ticked and that I had specifically asked for them to be rotated. Shrug of the shoulders and I agree to let it go this time (Take me 1/2 an hour at home, big deal!)
Months later took wife's car in to the same place and got 100k service. Asked for tyre rotation and had marked tyres etc. Over $900 later (new brakes) and guess what? Same wheels back on in the same place, even though they had to remove the wheels to change brake pads! This time I complained to the manager who offered to remedy the situation but didn't seem to really care. I almost got the "Are you for real?" speech.

I think that we all just have to get used to laziness and incompetence. Things might change when the economy gets a bit tighter and there's less work for these people, they'll have to start to work for your business again.

[timmay5.7 Advanced Member Find all posts View Profile Close timmay5.7]

These are all reasons that once I found a mechanic that I know, and I know that I can trust, I stick with him. Even if it means driving almost 45 minutes in the wrong direction from work or home. And I pay a bit more for the service, but I know it is done right, the first time, every time.

[150gxl Member Find all posts View Profile Close 150gxl]

The garbage service Baddna received is unforgivable. Those pr*cks just hope you go away, so they should not be allowed to get away with it. As some others have responded, this episode confirms there are Toyota dealers who are no better than some other manufacturer's dealers.

Thanks for the heads-up on Carnarvon W.A., to be avoided at all cost.

(rather than list the duds, perhaps a better idea is to list the dealers who do the right thing - I think there might already be a thread in PP for that)

[krypto Avid PP Poster! Find all posts View Profile Close krypto]

On a positive note I have been using Melville Toyota and they have been excellent on a number of small issues and warranty claims. The only slight annoyance was being charged for the oil change at 1000km as it isn't specified in the book, but it seems this has been the same for most people.

I'm no lawyer but given that most service departments stick closely to the service manual and will do no more than what is specified in the service manual you will have a strong legal case pushing the point that they must also do no less than what is specified ie. they clearly use the service manual to define the scope of work when it suits them.

[darecki Sooky & Banned Find all posts View Profile Close darecki]

I changed my mind and removed my post. Curious why? Look there: http://www.pradopoint.com/showthread...upgrade-in-GXL

[humphrey Junior Member Find all posts View Profile Close humphrey]

Having had lease vehicles in the past always meant getting a dealer service. Without fail items were not fixed or replaced. I would always mark filters and parts that i knew where up to be changed and check them before I left the dealer. I went through three services without a blown rego plate light being picked up.

I no longer have lease vehicles and have found a mechanic who's fantastic. He once questioned me as to why my oil filters always had smiley faces drawn on them. i informed him I drop the oil and filter in between his services and put the smilies on so I knew he'd changed it. Poor bloke nearly burst into tears because he thought I didn't trust him. The only way to console him was to say it was an old habit and promised it wouldn't happen again.

I'm more than happy to pay the extra for his work. His own car is pristine, his tools are always on the board and he mops the entire workshop floor every night. Its that kind of attention to detail that wins me over.

Wouldn't go back to a dealer if you paid me.

[charlie Junior Member Find all posts View Profile Close charlie]

Yes Lease cars had the servicing costs screwed so tight that I reckon the work experience kid did all the work. The dealers were better when I was paying for the service but noone beats a good independant mechanic. There are 4 I know of in 20min drive from my house. My toyota dealer charged me for a cabin air filter which was due for exchange. When for other reasons I went to my favourite independant mechanic for the next service, he also changed the air filter but kept it to show me as he knew it should have been recently changed. I recognised the tree blossom etc on it as the ones from my house so it was definately my filter, but it was filthy with a special colour of dust from our trip north well before the dealer service. Got screwed didn 't I. For my new 150 I think I will ask the dealer in writing to indicate what items of the toyota service he will not be completeing prior to booking it in. And asking them to sign the service report.

[charlie Junior Member Find all posts View Profile Close charlie]

I also meant to add, I wonder how good an $80 service is. When you think of the cost of quality oil filter, change sump plug gasket and labour it seems to good to be true. you know the old chestnut, if it seems too good to be true it probably is. My independant guy charged $120 for the 1000km oil change. He uses genuine toyota filter and sump plug gasket. i figure 6l of quality oil and original parts approx $70 1/2 hour shop labor $50. Seems fair enough because he does it properly.

[tassie tiger Advanced Member Find all posts View Profile Close tassie tiger]

All up, Mr Jackson (their “Service Manager”) made no attempt to remedy any of the service faults I raised. Instead, he finally said "go whinge to some other prick" and stormed off into a staff-only area out the back - leaving me at the counter. I remained there for a while, immediately making notes on what had just happened. Writing down the exact words Mr Jackson had used.
As I departed, I started taking photos of things. Several things looked like Workplace, Health & Safety issues to me. I quietly snapped away. The dealership owner quickly arrived on the scene and tried unsuccessfully to escort me away from other customers - into his office. I remained in the public area. After explaining what had just happened, he told me to "put it in writing". He too made no offer to remedy the faulty service. He was however quite keen to kick the poor service mechanic kid who had fixed something (simple) free of charge. I knew I was getting nowhere fast and left - the peace maintained throughout.

Whilst the service mistake is not forgivable I think there may be two sides to why the communications fell apart.

[croozza Avid PP Poster! Find all posts View Profile Close croozza]

Whilst the service mistake is not forgivable I think there may be two sides to why the communications fell apart.

NO NO NO NO NO, If the factory service book states specific items to be inspected, or replaced, the dealer is to do it, no questions, you are paying for it to be done through either the fixed price service, or if that has finished, the cost of the service. If you ask for something else to be done that is not required on the service, then you can be charged for it (that is up to the dealer).

[darecki Sooky & Banned Find all posts View Profile Close darecki]

I changed my mind and removed my post. Curious why? Look there: http://www.pradopoint.com/showthread...upgrade-in-GXL