Joined: Apr 2012, #77945
Location: Saint John, New Brunswick
Ghost848 - you nailed it
Unbelievable. Here's the official response from Toyota. I ended my letter with "where do I go from here?", and they sure told me!
Dear Mr. XXXXX:
Thank you for your recent e-mail.
As you can appreciate, we are unable to provide a diagnosis through the medium of correspondence. We rely on Toyota dealerships to diagnose and repair vehicles on our behalf, and we fully support their advice. If Saint John Toyota has determined the condition is normal, we fully support this conclusion.
Kindly note, Saint John Toyota has zero incentive to decline a warranty repair. Should you feel inclined, you are welcome to seek a second opinion at another Toyota dealership of your choosing.
We apologize for any inconvenience and thank you for taking the time to contact us.
Customer Interaction Centre
Toyota Canada Inc.
Here is my email to them that prompted the response above:
Hello XXXX. Here are the details to explain my comment to Toyota Canada:
I bought the truck in September 2012, as a demo unit, with around 11,000 kms on it. After a few days I noticed a vibration felt in the seat/floor/steering wheel when accelerating from a stop. The more throttle
I gave, the worse it got. A few weeks later, I noticed another, slighter
vibration while steady cruising at 55-60km/h.
On Nov.29th, I took the truck in for an oil change and mentioned the two issues. Afterward, the service advisor called to say that the technician drove the truck, and confirmed both issues. Since I had replaced the factory tires with another brand a few weeks prior, they speculated that it could be a tire out of balance. However, when I look at the work order, it doesn't actually say that the technician had confirmed any vibrations, it just mentioned the tires. I re-balanced my tires - no change. A few months later, I rotated my tires (as per the manual) and still noticed no change.
On June 5th I was back in for another service. Mentioned the 2 vibrations again, and that I had re-balanced and rotated my tires without any improvement. Advisor called and said they could not duplicate my concerns.
Work order says "normal Tacoma". That's 2 visits, and nothing done to attempt to resolve the issue.
On Oct. 9th, I met with the Service manager, thinking that it is time to get him involved. He told me that what I was experiencing was totally normal. He offered to let me drive his demo, or a new 2013, or a new 2014.
"Normal. They all do it." I asked him, if it is normal, then why are
there several different TSB's (in the United States) for similar issues?
He didn't know. I asked if they would be willing to try "something" to help me, but he declined, saying he can't just throw parts at it, because there's nothing wrong with the truck, it's normal. I explained that this is anything but normal. I explained that 3 days earlier, I was towing a trailer, and when leaving from a stop, on a slight incline, there was enough shuddering to actually rattle the dash. He offered no solution, nor
any suggestion, other than contacting Toyota Canada. I have never worked
so hard to maintain my composure in one of these situations. On the inside, I was completely enraged at his unwillingness to sympathize with me as a customer.
I would like to get confirmation from Toyota Canada that my issue has been documented. In my opinion, every day that I drive my truck, I'm doing potential damage to other components as a result of these vibrations. The Service Manager says it is documented, because I've made it clear that I have a concern. But when I look at my work orders, I see "Customer feels vibration. Truck tests normal, no issue". To me, that's not confirmation that there's a problem. If anything, it confirms just the opposite.
I waited a long time to get one of these trucks. It's my first Toyota.
Where do I go from here?