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TSB dealership nightmare!!!!!

Discussion in '2nd Gen. Tacomas (2005-2015)' started by Motorshooter, Oct 29, 2008.

  1. Oct 29, 2008 at 4:45 PM
    #1
    Motorshooter

    Motorshooter [OP] Motorshooter

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    TSB dealership nightmare instal!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    I think not!, not even close...... I have to say what a refreshing and pleasant experience it was to deal with Rosner Toyota’s service center in Fredericksburg, VA. Jeffery Gosman is the assistant manager in the center and he was 100% professional through the whole TSB procedure.

    He greeted me when I arrived and we discussed what was going to be serviced on my truck under the TSB. He was truthful, knowledgeable and up front with all the facts. He called me when the truck was finished and told me he would wait for me to arrive.

    The only hitch came at the end when I picked up my truck and inspected it, all the parts were replaced as promised and a complete alignment had been performed, but upon further inspection I noticed that the driver’s side of the truck bed had a series of scratches and abrasions down the side…….I nearly died. I calmly walked back in the service center and informed Jeffery. In the blink of an eye Jeffery was outside inspecting the damage, he then drove the truck around to the body and had the manager come out to see the damage. The manager then told me it wouldn’t take more than 15 minutes to clean and buff out all the marks and that he would personally do it right then. 10 minutes later he was finished and the side looked great…not a mark let on it….”FANTASTIC!” I told them both.

    I am very impressed with the service center and with Jeffery Gosman. He was up front and never once tried to make an excuse on the service or about what happened to my truck. He got the job done and satisfied a very exacting customer…..ME

    Kudos!
     
  2. Oct 29, 2008 at 4:47 PM
    #2
    derekabraham

    derekabraham Living vicariously through everybody

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  3. Oct 29, 2008 at 4:48 PM
    #3
    -TRDMAN-

    -TRDMAN- ΜΟΛΩΝ ΛΑΒΕ

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    I was at the stealership yesterday to get one of those dumb mudflaps fixed... it was not that bad!
     
  4. Oct 29, 2008 at 4:49 PM
    #4
    Brunes

    Brunes abides.

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    Congrats on having that work out for you!!
     
  5. Oct 29, 2008 at 4:52 PM
    #5
    oldtacomaguy

    oldtacomaguy four forty four

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    Whew, my heart skipped a beat when I read the title. I'm in the process of setting up the suspension TSB. I thought something went wrong with the install. Sucks about the scratches, but they were able to get them out for you. Sounds like a professional dealership. (except maybe one careless mechanic)
     
  6. Oct 29, 2008 at 4:54 PM
    #6
    derekabraham

    derekabraham Living vicariously through everybody

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    Accidents happen. Atleast they owned up to it. :D
     
  7. Oct 29, 2008 at 4:55 PM
    #7
    David Tarantino

    David Tarantino Well-Known Member

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    good for you
     
  8. Oct 29, 2008 at 5:15 PM
    #8
    Drew793

    Drew793 Well-Known Member

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    I would have probably had a stroke if I saw scratches on my truck!!! Would have,,, no Definately would have blown a head gasket but the best way to deal with something like this is exactly as you did by staying cool. It was a big plus that the manager didn't even hesitate to get it taken care of. I commend him for that and I am glad to hear that there are good people like him out there. Thank you for sharing that with us here. I am sorry that this happened to your truck but very happy that it turned out well.
     
  9. Oct 29, 2008 at 7:10 PM
    #9
    j4x4ar3

    j4x4ar3 Well-Known Member

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    Ha.. well if they can't sell you a truck these days then they need to keep their business some other way. Maybe the bad economy and rotten automobile sales will convert the stealers over from the dark side and offer real customer service.
     
  10. Oct 29, 2008 at 8:36 PM
    #10
    nocarsallowed

    nocarsallowed Well-Known Member

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    LOL. stealership.:laugh:
    This is the first post where I've seen someone happy with TSB service. Other people report "wrong part number" installed and such. Was the scratches caused by the shaky bed? I remember seeing videos on youtube of how toyota truck beds are shaky.
     
  11. Oct 30, 2008 at 3:33 AM
    #11
    davatk

    davatk Well-Known Member

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    Actually, in my opinion I'd still be kinda pi$$ed. How do they get scratches and abrasions down the side of your truck bed without knowing it ? If the service tech is that non-chalant that they would allow that to happen and let the vehicle be returned to you like that, then I would be highly suspect of any repair done by him. Also, I often find (especially on dark colors) that the buffing done by the dealer often makes things worse if you really look at the surface of the paint - they use rubbing compound :eek: on the clear coat which is a NO-NO.

    That said, I hope it works out for you, and that the repair was truly done right. Sounds like if nothing else that you have the mgmt at the dealer in your corner, and they will try to make things right regardless.
     
  12. Oct 30, 2008 at 7:45 AM
    #12
    petersharp

    petersharp Well-Known Member

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    Add me to your list of unhappy with it. The stealership promised all the parts were in, but of course they weren't. So they had the car for an extra day or two, very annoying. On the plus side they hardly questioned why I wanted it (after I told them I carry a lot of stuff for work) - I have a friend who went to the same stealer and they wouldn't TSB his truck.
     
  13. Oct 30, 2008 at 2:40 PM
    #13
    nocarsallowed

    nocarsallowed Well-Known Member

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    They won't do TSBs if there's nothing wrong with the vehicle. TSBs are "not recalls" as they put it. If a recall was made, the manufacturer would have to fix it for free even if it's out of the warranty.
    TSBs are "instructions" to certified mechanics to fix a problem acknowledged by the manufacturer, but the problem has to exist first. If you are in the warranty, the fix is free. If it's out of the warranty, you pay out of pocket.
    All manufacturers are like that.
     
  14. Oct 30, 2008 at 2:50 PM
    #14
    hoosiertaco

    hoosiertaco Well-Known Member

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    Did your friends truck fit the vehicle and warranty specs of the Rear Spring TSB? If it did then he must realize the TSB is a 'customer generated' TSB and if he complains about a 'harsh ride' they will have to do it.:)
     
  15. Oct 30, 2008 at 3:46 PM
    #15
    petersharp

    petersharp Well-Known Member

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    Yes, he said exactly the same things as me to the same dealer and they wouldn't do it. I think he even complained to Toyota first (like I did).
     
  16. Oct 30, 2008 at 4:12 PM
    #16
    hoosiertaco

    hoosiertaco Well-Known Member

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    He should make sure,(with TSB in hand) that he points out its due to customer complaint. Not their complaint. As long as it is a qualified vehicle, then he needs to keep moving up the chain of command all the way to the owner of the dealership if needed. In a calm, cool, and collective way.
    What reason did they give for refusing to do it?
     
  17. Oct 30, 2008 at 5:09 PM
    #17
    WestTexasTacoma

    WestTexasTacoma Active Member

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    Im getting my tsb for the rear leaf springs done. The parts were ordered today and I was told the parts should be here on monday!!!!:D I had no problem getting the dealership to do it, but I think its probably because I called the toyota customer information #. They gave me a case # and forwarded my complaint to The dealership. They called me in took my truck and got that phone call saying that they are going to do the repair!!!!!:)
     
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