Impressed by Toyota Corporate Customer Service

I recently took my Taco in for its "first" complimentary service at 10k. (I changed oil and filters earlier before anyone jumps on me) While dropping it off I mentioned that the LED fog light was not working from when I first got the truck. They said no problem and it would be covered by warranty. This was a relief because I was a bit worried they could say its a light and not covered as its a wear out part.

A couple of hours later they call and tell me the truck is ready but that they could not fix the fog light as it was not "stock". I explained that the fog light was stock, and please double check. I went to the dealer and was told the same thing by the girl at the service counter. So I politely asked to speak to the service manager. He told me that per Toyota, those fog lights are not stock. I produced the sticker from the truck and the write up from Toyota.com. Still nothing.

So I'm getting a little hot now and trying not to go hadji in the dealership. So I look at the wonderful "Tacoma World" and quickly find the part number thanks to the handy search bar thingy up above on the right. I'll wait while some of you locate it.

Find it? Good job high speed!

Back to the story, we resume as the pissed off customer walks into the parts department. These guys should know right? So I tell my story and the kid gets to looking. He smiles and turns the screen around. "Is this your fog light?" I politely smile back and said NO. Its a picture of the stock Tacoma fog light. I give him the part number. Puzzled, the kid starts clicking away. Finds the right light, shows it to me, then says that it's not stock. Then proceeds to tell me that my VIN shows that my truck is in fact an SR5.

Now I'm about to go John Wick in my local dealership (just kidding before someone tracks my IP) Older and wiser me prevails and I calmly walk away. I ask for the store manager but he's in a meeting for the next few hours.

So I go home where I can't get into trouble. Have a couple (or 4) fingers of Scotch. Clear my head and start typing. I write that either we have a problem with the fog light or we have a big problem that the Pro I thought I bought was a dressed up SR5. (which I knew was not the case)

Less than 12 hours later I got a call from the nice folks at Toyota USA. They confirmed the story, agreed that the fog light was correct to the part number I had. They furthered that my local dealership would be given 2 business days to respond and fix the issue, otherwise Toyota would.

I tell you this because 20 years ago I would have handled this wrong. Calm heads prevail....most of the time. And "Thank you" Tacoma World for the vast amount of knowledge here, whether be it part numbers or who to contact.

I'm nearing the end of day 1....no contact.

to be continued.....

 

Well played, well written, and I'm glad that cooler heads prevailed. Curious to hear the outcome!

 

Thank you and me too!

 

So you're one of the customers that made my day hell when I worked in retail.

 

Good on you for remaining calm and collected. They will get it sorted especially with a gentle nudge from corporate.

 

sub'd for day two response when the service manager puts his foot directly into mouth

 

In no way was he making anyone's day hell. He was polite and calm when trying to get an issue resolved that he knew is on Toyota. In case you missed it, he has a 2017 TRD Pro with the rigid LED fogs. I'd also be pretty upset if one already burnt out.

 

Lol, I wasn't rude to anyone. I get it mistakes happen, let's fix it and move on. But EVERYONE there said I was wrong and for the first time ever, I was right

 

I believe he is referring to the part I put in BOLD

No doubt OP handled this situation correctly

 

Benefit of the doubt, I like it! Don't think that's what Kamille was referring to though.

 

Get you a stubby phillips head screwdriver, reach down in there next to / inside / inboard the headlight and unplug it. Remove one screw and take it out. Shove the ass end of it w/ the part number in their face.

 

I had a similar brief experience with my 04 when I took it in about a year ago for an issue with my exhaust. Service advisor called me back and said they couldn't help me because my exhaust was aftermarket.

"Well, technically yeah...but it's a TRD exhaust."

"No sir, it's unsupported aftermarket".

"...it's TRD. You know, TOYOTA Racing Development. It was ordered from a TOYOTA parts department and installed BY TOYOTA."

"My technician says it isn't one of our products"

"M'am, it literally has the TRD logo etched into the tailpipe. Please look for yourself. I can find the receipt for it and bring it by if I need to".

comes back 5 minutes later....

"We'll have your truck ready in a few hours" (no apology or acknowledgment that they were wrong). They obviously put next to no effort into looking at it.

 

Good on you OP for keeping your cool! I know I would lost my shit when the guy said you had an sr5 lol. Definitely curious for the outcome.

 

Just out of curiosity, did they happen to have a Tacoma pro on the lot or in the showroom?

 

It's funny they called it an sr5, one of my supervisors bought a tundra pro about 2 months ago, he swears it's an sr5 with a bunch of bolt on upgrades. Sr5 or not that thing is super nice as is the tacoma pro.

 

Sadly no
Only 2 that I know of in the state (Alaska) so I did tell them it wasn't a common stock product. It is listed as standard on the wondow sticker.

 

You could dress up an SR5. It just wouldnt be right by VIN. There is a guy in TW doing just that with an OR. He just wanted the quicksand. His is looking sharp! I love that tan

 

10-4

 

i wish toyota corp would do this for me as well. my tacoma has a total loss of power at around 1500 rpm if i give it 75% or more throttle from a stop. it been to the dealer 3 times each time the techs are able to reproduce the issue. first time they did the tranny reflash tsb, second time they replaced the CPS, third time they had a toyota corp tech look at it, he took some data logs. then i get a call from corp toyota saying its functioning as designed and it will learn its way out of it. COMPLETE CRAP!!!

 

Well, I'm definitely glad you posted this. I've been thinking of adding fog lights to my taco. I'm glad you got helped. So if I add OEM Toyota fog lights like yours and I install them. Then for what ever reason one stops working. Will the warranty not cover it because it was not part of the truck when I bought it??? And will this void my warranty?