Warranty Work Advice/Opinions

Ahoy TacomaWorld peeps, looking for some advice, knowledge and intel on a recent warranty situation I am dealing with, here's the scoop:

Visit #1: Noticed that the tabbed washer slot at the top of the tailgate cable was torn up and not square like the other side so I inquired when I had the oil changed at 2,000 miles. (First time I made them aware).

Visit #2: Brought the truck in so they could photograph the issue and have their field tech look at it.

Visit #3: Brought the truck in so they could have the dealership guys try to fix it. Spent 3 hours there and all they did was crank down the bolt for the top of the driver-side tail gate cable, which then didn't allow the cable to fold when closing (parts jammed between the tail gate and the body of the truck), so I loosened that back up when I got home. While there I told them there was no issue with the cables/gate and that it was the metal behind the plating that was all torn up, their response was "oh! that's not even what we were looking at!" So they asked me to bring in the truck on another date to bring it to their body shop and have them estimate repairs so they could send them to Toyota to approve.

Visit #4: Brought truck to dealer so they could bring it to the body shop for an estimate. Comes back and I ask to look at the parts list. I mention that I didn't think they are looking at the problem and there isn't anything wrong with the cables/bolt etc.

Waited 6 weeks to hear back about Toyota approving estimate ($60 worth of parts)

Visit #5: Friday I go in for 5,000 mile service and they tell me Toyota approved the parts and can I bring the truck in Tuesday. Again I review the parts list and voice my concern that they are not seeing the issue, guys says "well you can stop by the body shop and let them know". So I stop by the body shop and the manager goes "Oh! we weren't even looking at that!". Says they'll inspect it further and agrees that is not what dealership pointed out at the prior estimate.

Visit #6: Tuesday I bring the truck to the dealer, get a loaner and they take it to the body shop. Called the shop later that day to confirm they had my truck, no estimate of time to repair yet.

I call the body shop on Wednesday and talk with an employee and lo and behold it wasn't the tail gate cables! They explain to me that the repair will now cost $760 and they have submitted it to Toyota for approval.

IT TURNS OUT: someone on the assembly line welded a bolt in the wrong hole, cut it off (leaving the metal chewed up) put it into the correct hole without welding it and slapped er' together. When the body shop took the tail light out the un-welded bolt just fell out on the ground! I called the dealer and let them know and got the usual field tech has to see it, Toyota has to approve it. The kicker is they may have the body shop "repair" it, meaning they have to cut some welded bolts off, clean up the torn out hole and try to fill it with a weld to make the original square hole size!
I let the dealer service manager know that I was not happy about the situation and I wanted the whole piece replaced and not just repaired. The auto body shop did mention that the exposed metal was starting to rust as well.

I'm waiting to hear back today if Toyota approves either the repair (patch) or the total replacement. I'm trying really hard to stay cool about it. The big question is should I settle for the patch or push for the whole replacement?

Help!? Any other tips about pushing them for stuff like warranties is greatly appreciated! I will upload photos here too.

Pic 1: torn out hole behind black plate (tan metal).
Pic 2: another angle of hole.
Pic 3: the good side of the truck.
Pic 4: Diagram showing number 2 as the replacement part.

 

Uh, that's not a dealer issue that's a Toyota issue. The dealership will be paid by Toyota to do the work either way. YOUR issue is getting Toyota to make good on the replacement.

Good luck with that!

 

Toyota needs to fix it right, not make the dealer do some half-assed repair job to fix something that should have been correct to begin with.

 

I understand that is a Toyota issue not the dealer, I have told the dealer that when the body shop tells me parts are falling out on the ground that I would like the whole part replaced and not just a patch fix, they understood and committed to passing my opinion up the like as well as my dismay. I did let the dealer guys know that I understand Toyota is the end of the line on the judgement and not them.

They should be calling me at some point today to let me know Toyota's judgement on the issue.

I'm pretty effin heated about the whole ordeal from the dealership sort of blowing me off about it along the way AND Toyota possibly authorizing a fix and not replacement.

 

I'd be calling Toyota corporate directly and telling them I'm not happy about what appears to be an unauthorized & shoddy assembly line repair job.

 

Call corporate and start a case if you haven't already. Fuck the dealer.

 

Update: Dealer service manager called to inform me that Toyota is flying a specialist out to look at it tomorrow. I respectfully told them to let me know what Toyota authorizes before they do any work and if they only authorize a patch fix that I would be planning on contacting corporate to dig deeper and push a replacement since it appears to be an unauthorized half-assed assembly line repair.

 

Open case with Corporate asap regardless

 

What are the benefits of opening a case? I'm a first time new car buyer so just wondering.

 

It does no harm to the dealer you can be nice about it but it covers your ass and gets your issues documented with corporate so there's a record also usually they'll follow up with your dealer to stay on the case. This let's them (corporate and the dealer) know you're serious about the problem. Also sometimes if you keep experiencing issues they'll offer you compensation down the road too.

For example some people get money for toyota accessories and others received free extended bumper to bumper warranties to help provide coverage down the road

 

Great to know, as of right now it appears their asses are in high gear on it. I will definitely inquire as to if a case has been opened already. If they won't do the full replacement I am going to def. open a case. If they will do the full monty and offer some goods and its documented with assurance (on paper, extra warranty, whatever) I will probably let the sleeping dog lie. (As long as its all to the 9's on repair/coverage/ass kissing etc).

Thanks a ton for the advice!

 

You will have to call to open the case for yourself as the consumer. 1 800-331-4331

 

I called and opened a case, hopefully they'll take the high road, fix it the right way and throw in some perks for this bullshit.

 

Good advice Smitty...

 

This is so dumb, for the cost of flying someone out and paying for him to look at it, they could have just replaced that big bracket and be done with it.

 

I'm waiting to hear back today about what the specialist recommends, it'll be extra extra dumb if he suggests a patch fix lol

 

UPDATE: Toyota specialist is flying back to Chicago to discuss the issue with his superiors. I should know Monday or Tuesday what the outcome will be.

This implies a few things to me: 1) He wasn't comfortable making a decision about what work is to be done. 2) There is clearly an issue because he needs to take it up the chain.

 

The dealer called and let me know they hope to hear a decision from Toyota about what they are going to approve to get this fixed. Hopefully it'll be done the right way unlike the first time. Keepin' miles off the truck at least and its been slippery iceville here in MN this last week so if I'm gonna hit the guardrail then it may as well be in the loaner from the dealer!

 

At least they can't say they can't replicate the issue, hope the authorize fixing it correctly.