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New Tacoma arrived with damaged dash pad, now what?

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Old 05-15-2011, 05:38 PM   #1
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New Tacoma arrived with damaged dash pad, now what?

Hi, was hoping somebody could help me go the correct route on this. I custom ordered a new 2011 Tacoma. It came on hauler from plant in sanantonio last week and arrived at dealer Thursday afternoon. I picked it up that same day about an hour later.

I didn't notice a splotch about the size of a quarter. Until I was driving home and daylight was making a blemish apparent. The spot is right on top of the dash pad closest to the steering wheel. It didn't look that bad but something was up, I thought it may have been a sticker or something and Could be wiped off... On Saturday I got a chance to look the new truck over, first I waxed it. Then went and tried to wipe the splotch off.

To my surprise when I wiped it with warm water the white rag was black like it had been painted, It now is faded and whatever they put on at factory wiped off and now is whiter on a black dash pad, maybe they did a repair and what is revealed is the repair. This doesn't look awful but isn't pretty on a brand spanking new Tacoma with les than 70 miles.

I am disgusted about this. In 1999 I bought a new Tacoma that had a gauge in the glovebox. They told me that they could not replace it because it doesn't come molded in color and would paint it. They did that and it looked fair but not same for a year or two. On hot days the glove box felt tacky and after about five years it started to peel.

I emailed the dealer sales mgr (who sold me vehicle). Although it isn't his fault - it's toyotas. I also emailed the customer contact at Toyota and indicated what I said above and expressed I don't and will not accept a repainted dash pad. Other than the dash the truck is absolutely beautiful.

This whole thing makes me nervous, I know when things come apart they don't get assembled the same, clips get broke, gaskets gets separated, wires and harnesses get pushed into different spots. This replacement looks extremely hard. I don't want a rattle trap, I love the truck but this is a setback.

Don't want to go back to dealer I bought it from because it was out of state and is just to far.

Does anybody know if the dark SR5 dash comes molded in color? Has anybody ever changed a dash pad?

I want to be prepared tomorrow when I talk to dealer where I bought it, Toyota customer service and bring it over to local dealership to show them. I'm sure they are going to try and give me the runaround and want to repair it instead of replacement. If it doesn't come molded in color than I want the factory that built this truck last week to send one of their already colored dash pads...

Any insight or experience would be greatly appreciated. Thanks for taking the time to read this.
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Old 05-15-2011, 05:43 PM   #2
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Take it back immediately. Don't waste time. The longer you wait, the harder it will be to resolve this issue. If they try to give you the run around call corporate HQ.
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Old 05-15-2011, 05:45 PM   #3
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I used to do accounting for a group of dealerships. When things like this came up, the dealer did (and I'm assuming will do, in your case) anything and everything to get out of taking the hit for this - either financially or, even if it's comp'd by Toyota, the time requirement. Sorry to tell ya bro, but after you've driven it off the lot, anything extra they have to do for you directly eats away at their gross, and their bonuses. So the incentive is to try to pacify you into thinking it's not that big of a deal. But it is, I would be pissed.

Good luck. My advice is to not back down. It may not be their fault, but it sure as hell isn't your fault either. You're the end user, you deserve to get what you paid for.
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Old 05-15-2011, 05:49 PM   #4
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Good luck, you'll need it. I wouldn't recommend a Toyota to anyone right now considering all the troubles I read about them here on TacoWorld. And it's not the issues that disgust me, but rather Toyota's ineptitude or unwillingness to fix problems on brand new vehicles.

Toyota's quality has slipped as we all know, and apparently, it's still trending the wrong direction.

The three day rule should apply on this one.
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Old 05-15-2011, 06:17 PM   #5
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Quote:
Originally Posted by jeepmor View Post
Good luck, you'll need it. I wouldn't recommend a Toyota to anyone right now considering all the troubles I read about them here on TacoWorld. And it's not the issues that disgust me, but rather Toyota's ineptitude or unwillingness to fix problems on brand new vehicles.

Toyota's quality has slipped as we all know, and apparently, it's still trending the wrong direction.

The three day rule should apply on this one.
I will concur with this statement. I had a 99' Access Cab Tacoma that was a tank when compared to my 10'. I feel that I have to baby this one. The quality of craftsmanship and materials has plummeted. If only they were selling double cabs back in 99' I would still be driving the very same truck today. (Damn kids, lol). Don't get me wrong, I still feel I have purchased the better truck, but as a whole Toyota has forgotten what has gotten them this far. I love my current truck, but I will be the first to admit that it is nowhere near as tough as my 99' was.

Good luck to the OP.
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Old 05-15-2011, 06:35 PM   #6
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Anytime you read a forum like this you are going to see the worst of any vehicle. Only someone really looking for answers to a problem or a true fan are going to be on this site. So of course the problem that 1% of the population actually sees is going to be amplified to look bigger than it really is here. Toyota wants you to be happy and they are still the best out there. Tell them you need the dash replaced, any reasonable dealer will fix it for you.
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Old 05-15-2011, 06:52 PM   #7
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pics?
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Old 05-15-2011, 06:54 PM   #8
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As far as a dealer being able to remove the dash and reinstall it without rattles or other problems, I know it is possible. The dash on my 2010 DC had to come out for the defroster TSB. The dash was removed, the defroster ducts were replaced and everything reasembled properly. I have no rattles or other problems with their work. unfortunately, I do not know the answer to the color of the dash pad question. Good luck.
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Old 05-15-2011, 06:56 PM   #9
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Quote:
Originally Posted by jeepmor View Post
Good luck, you'll need it. I wouldn't recommend a Toyota to anyone right now considering all the troubles I read about them here on TacoWorld. And it's not the issues that disgust me, but rather Toyota's ineptitude or unwillingness to fix problems on brand new vehicles.

Toyota's quality has slipped as we all know, and apparently, it's still trending the wrong direction.

The three day rule should apply on this one.
I hate to break it to you but for every guy who comes on the forum to complain about a dick-head dealer there's a few thousand who get in their tacos and drive around no problem at all.
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Old 05-15-2011, 08:15 PM   #10
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Quote:
Originally Posted by olgzr View Post
As far as a dealer being able to remove the dash and reinstall it without rattles or other problems, I know it is possible. The dash on my 2010 DC had to come out for the defroster TSB. The dash was removed, the defroster ducts were replaced and everything reasembled properly.
This. And many people here rip apart the dash, door panels, carpeting etc. to run wiring.

Regardless of how it happened, a dash pad that discolors when wiped with water should be subject to warranty replacement anyway.
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Old 05-16-2011, 05:30 AM   #11
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Quote:
Originally Posted by sixdoubleseven View Post
pics?
I will find out something today, here are pictures. does anybody know if this part comes molded in color?



http://s1133.photobucket.com/albums/...view=slideshow
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Old 05-16-2011, 05:37 AM   #12
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Quote:
Originally Posted by JimmyBuckets View Post
Anytime you read a forum like this you are going to see the worst of any vehicle. Only someone really looking for answers to a problem or a true fan are going to be on this site. So of course the problem that 1% of the population actually sees is going to be amplified to look bigger than it really is here. Toyota wants you to be happy and they are still the best out there. Tell them you need the dash replaced, any reasonable dealer will fix it for you.
I agree and would be shocked if they don't make it right. Don't go in gunz a blazin.
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Old 05-16-2011, 05:40 AM   #13
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No, the dashes are painted on our trucks. I'm sure they could touch it up
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Old 05-16-2011, 05:56 AM   #15
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Quote:
Originally Posted by lilredstud View Post
No, the dashes are painted on our trucks. I'm sure they could touch it up
Ive been there done that with paint touch up on a dash, its now the same as a factory painted unit. On my 1999 had gouge in glove box and they said didnt come molded in color so they painted it. Never the same feel, color match wasn't exact, on hot days became tacky and eventually 5-6 years laster started to peel. It was a glove box not the main dash pad. Not going through that crap again. Was hoping it was molded in color

They already touched it up at the factory and here I discover it two days later when I realize I got a touch up on my hands.
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Old 05-16-2011, 08:39 AM   #16
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I called toyota today, they're "looking into it and will get back to me",
think I will drive over to closest dealer and show them in person.

The good thing is that the part is available in gray or beige. Actually looked black as compared to the rest of the cluster components but the photo even looked gray... So they do make it already colored.

Here is what it looks like. The part ranges from $382-$521 depending on where it's purchased. Im not sure if all those pieces come with it or not? And... if the outer part (or skin) which is what I need would go on after all the bracket hardware. Hopefully the structure can stay intact and only uninstall all trim and components. One dealer I talked with said it was 5 hrs at 125/hr. I just wanted an idea so I knew what to ask for when they did call me back.


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