Dealer Service and TSBs...

[gnegroni]

Good morning everybody,

I think this is less of a rant, but gotta complain a bit about my dealer service and know your experiences on the subject...

My Solara reached the 30k mile marker a week ago. It was just in time for oil and filter change. In addition, the dealer suggested the 30k service (which I approved) but I went a bit further since my car was nearing end of warranty.

I went ahead and told them that the car had a lot of noises in the cabin, a moonroof tick, the excessive smell when accelerating, the thump in the right rear suspension, and some other things...forgot to mention the left pull thing when leaving the car. Altogether, they should have enough fun trying to fix the car up.

My rationale was that since my folks were going on vacation and I could take lender vehicle, this was the perfect time to leave the car to work those issues out. Anyway, I never hinted on the knowledge of TSB docs, like some ppl have suggested in the past while working car issues...however, one week later, the results are less than desirable:

1. The only thing they actually "fixed" (haven't tested the car yet) was the right rear side suspension thump. They noted the left rear side shock was leaking so they ordered it (arrives in 2 weeks).

2. They noted no interior noises whatsoever, the moonroof tick noise, nor the dreaded sunglass storage rattle...or the driver's seat squeak noise (annoying as hell)...

3. No mention of the excessive sulfur smell (2AZ-FE)... :evil:

Conclusion: 1 thumbs up, 1 thumbs down...

MY THEORY is that the dealer doesn't want to iron these issues out while in warranty, and more irritating, they don't want me to get a free loaner. Under the DACO (consumer affairs department) After 5 working days without transportation, they HAVE to rent a car for me. While I believe this is not the main issue, it would have pushed their itineraries.

I really don't want to bother on the rental issue (don't want them to get pis#$% and "screw-up" my car to burst with problems after the warranty expires; I just want my car fixed. My plan was to go ahead and bring the TSB documents relating to those problems tomorrow when I go check the car, but I am a bit skeptic about what to expect...

Any thoughts?

[Sebas007]

For myself, I always play the game of the ignorant guy. I just say some symptoms of what is going wrong. When I see they hesitate, I talk about Technical Service Bulletin (TSB) that I'm aware of. The service director has always good service or good answer for me.

[**PoshPepper**]

Okay... I bought my car from Thousand Oaks Toyota... and the first time I brought it in for a warranty issue (I bought the extended warranty) this is what happened (its a long story but it has to do with a TSB that the dealer cannot even honor...):

So here is my dealer rant…

About a year ago I noticed an annoying rattle in my roof (only when the sunroof was slid all the way back)… So I decide to take my car into Thousand Oaks Toyota (where I bought it) to have them “fix” my sunroof.

Now there is a TSB out for the Gen 2 sunroof… but the TSB covers something different than my problem. The TSB covers the Tilt position of the sunroof… when you tilt the sunroof open there is a lot of excess noise (a problem I also have but can live with).

So I take it to the dealer and Milt goes out on a test drive with one of the mechanics so that they can hear the rattle. They come back and the mechanic says he heard the noise and will order the necessary parts to fix it.

I get a call a few days later saying my parts are in and to bring the car in… I do so. Later that day I get a call saying that the wrong parts were ordered and they need to order the right parts, to pick up my car and bring it back when the right parts arrive.

So I bring the car back about a week later when the right parts have arrived and they “fix” the rattle (mind you that they still have not explained to me what they replaced or what the problem was…). When I pick it up they tell me that their computer systems are down and that they cannot print me a receipt – they will mail it…

So I now have my car and the rattle in the roof is gone…
A few days later I get a call saying that Toyota’s Extended Warranty plan rejected my claim and that I need to pay 500+ dollars for the repair. I ask for the reason why my claim was rejected and they tell me that my extended warranty does not cover glass (finally I know what they “fixed”). They say that they are willing to give me a 15% discount on the part (500 some odd dollars) and not charge me labor for the install, or I can come back in and they can put my old moonroof glass back in (because they still have it).
I decide that I do not want to pay the money for the new glass piece and that I will have them put my old glass back in.

So my old glass gets put back in and I get my car back. Sure enough the rattle is back – fine I expected that. Then I get on the freeway and notice this NASTY wind buffeting noise… (with the moonroof slid all the way back). I have NEVER heard this noise on my car before.

Next day I call up Thousand Oaks Toyota and tell them about the wind noise. They tell me to bring it in and have a mechanic take it on a test drive to hear the noise.

So I go back with Milt who goes on test drive #2 for my car with the “service manager”. They come back and I walk up to see what they are talking about… well the “service manager” is complaining that I have rattles all over my car. He says that he cannot possibly “chase” this rattle because I have… get this… LOW PROFILE TIRES… and in addition the roof rattle is caused by my car being lowered!!!! All the while he is still adamant that the wind noise is normal. I tell him that I have driven this car for 48k + miles, most of them on the current wheel/tire/suspension set up, and it NEVER ONCE made that wind noise until after they touched it.

So in the end the “service manager” tells me that he cannot do anything so long as my car has low profile tires, and that he will not “chase” my rattle.

We ended up telling them that we would never be back to that dealership… to which the service manager said that was “too bad”.

[ClassySolaraGuy]

Damn Posh!!! Talk about poor service! I too wouldn't recommend anyone going to that stealership ever! Can you go to a higher power to resolve this issue?

[gnegroni]

For myself, I always play the game of the ignorant guy. I just say some symptoms of what is going wrong. When I see they hesitate, I talk about Technical Service Bulletin (TSB) that I'm aware of. The service director has always good service or good answer for me.

Well Sebas...I think I played the ignorant guy routine, but either because they were too lazy, didn't want to take the job, or wanna hurried back the car to me...they will receive the TSB documents tomorrow. I will check my car's VIN to make sure the car is covered, but I will not take it back.

They fixed the alarm problem...seems the hood sensor had a loose bolt. So it would just activate whenever it felt like it...the first dealer I took it to for that didn't do cr$p...This dealer had to call in an alarm expert; lets see if its fixed or not.

Anyway, I'm going on vacation this Friday and I'm not gonna take the car back until they fix the rattles. After that, I'm telling me taking the car to another dealer if they don't fix it...

[gnegroni]

Sorry Posh...but I have laugh (out of anger) and say those guys are really something. They are refusing to have the particular rattle fixed since there are rattles all over due to lowered suspension? LMAO...Jerks!!! Anyway, you have an extended warranty...sooner or later they will have to give in.

As to my sunroof, I have is a small metal tick noise when it is closed, and the inside cover open. I think the wind buffeting is normal (at least for me) when you have the sunroof fully open. Does a wind deflector correct this? Do you remember the TSB number for the sunroof?

P.S. If I get something out of my dealer regarding sunroof (my car is completely stock) will let you know.

[MrMikeL]

I only had one TSB issue to work out with the dealer (the lag issue). I mentioned the problem to the dealer in lay terms first. When I mentioned there was a TSB, he was all over it and THANKED me for the info. Said I made their job easier.

[NeFaRiOuS_SLE]

Personally I DO try to simplify things too and tell them the synopsis just to make me look like I know what is happening as a further step to prevent myself from being ripped off.

[.onetohate]

i go ignorant- then ding them!...

about that sulfur smell.. its the catalytic converter because i have the same problem and took it to the dealer. But you shouldn't have a problem getting that replaced because..

How many miles on your car?

A little known fact - Certain emissions components on cars made after 1995 have a manditory warranty period by the EPA of 80,000 miles / 8 years. The cat is one of them. I'm just mentioning it because you might just sneak under the 8 year mark with your 99 camry, but if you drive like the average america, you're probably way over the mileage mark.

Just for other peoples info, the other parts that are covered by this mandate arethe ECU and the OBD2. The other emissions pieces (like O2 sensors) are mandated a 24,000/2 year warranty.

[gnegroni]

i go ignorant- then ding them!...

about that sulfur smell.. its the catalytic converter because i have the same problem and took it to the dealer. But you shouldn't have a problem getting that replaced because..

How many miles on your car?

A little known fact - Certain emissions components on cars made after 1995 have a manditory warranty period by the EPA of 80,000 miles / 8 years. The cat is one of them. I'm just mentioning it because you might just sneak under the 8 year mark with your 99 camry, but if you drive like the average america, you're probably way over the mileage mark.

Just for other peoples info, the other parts that are covered by this mandate arethe ECU and the OBD2. The other emissions pieces (like O2 sensors) are mandated a 24,000/2 year warranty.

Yeah, I noticed the 80k mile on the TSB. Will leave that issue out for last. I still gotta convince them on some tick noise issues with sunroof, sunglass compartment, and driver seat squeak (TSB out for last one). After that, its the left pull issue...

Thanks for input fellas!

[gnegroni]

Quick Update...seems they fixed the plastic rattle on the sunglass holder, but not the sunroof ticks...they didn't even touch the driver chair squeak noise...

Gonna have to use the secret weapon...TSB!!!

[mekaleka]

Please, dear gawd, tell me what they did to fix the sunglass rattle. It's giving ME a tick.