Welcome again.
I absolutely love my 2004 Toytota Landcruiser LC 100
She has a full service history (all Toyota Main Dealer) and is the most comfortable vehicle I have ever owned.
I also own a 2000 'W' Plated Toyota Avensis still going strong with over 150K miles on the clock and NO RUST WHATSOEVER! So why are the Landcruisers getting so rusty?
My apologies to the thousands of people who have already viewed and commented on this subject, but unfortunately I can't find the original blog: "toyotauk12yrwarranty" it is not in 'Locked' or 'Deleted' tabs so I can only guess that google themselves have deleted it, or have been asked to by somebody??????
Anyway just to refresh you all, it went something like this:
2013/14
My upper tailgate had badly rusted along the bottom, from the inside to out around the catch on lower edge.
Initially my claim was refused the reason given was:
"Unfortunately your paint claim was denied by Toyota as the anti perforation warranty applies to the 'painted sheet metal panels' they have to corrode from the inside to the outside. This has corrosion of the door structure and surface rust on the joints neither of which are deemed to be sheet metal panels."
So I asked Toyota to reconsider.
The local dealership then had a Toyota Field Service Manager inspect it but refused again, so following several further 'discussions' by e-mail, I wrote a blog (the original one) and also wrote to the UK CEO.
Shortly after this I was contacted again by my local Toyota main dealer who invited me to submit my vehicle for the necessary repairs.
It came back lovely, the bodyshop did a really great job of the upper tailgate, this was at the end of 2014.
September 2015
Recently I had an air-con service and Boston Listers did a terrific job, they also sent me a video showing the condition of my car underneath, pointing out items that would soon need attention. This was really useful.
I was taking a closer look at these points for myself, after I got home, when I noticed some rust at the aft outer edge of the nearside sill, and on both rear wheel arches which had not been pointed out during the inspection.
I cleaned the rust away and this is what I found at the rear of the sill (after this I didn't dare 'poke' any further at corrosion visible on the rear of both arches):
So I rang Listers Boston Toyota and they took some paint measurements and photographs at the dealership. I also pointed out to them, the further corrosion clearly visible at the trailing edges of both of the rear arches, which might also shortly become a hole, "where corrosion has started on the back of an external sheet metal panel and come through".
A few days later I received an email: "I have submitted the information regarding your bodywork corrosion and spoken with Toyota who visited yesterday. Unfortunately the 12 year perforation warranty will not cover the issues reported. The warranty is applicable only to external panels where corrosion has started on the back of an external sheet metal panel and come through. This excludes the inner wheel arches as they are internal rather than external panels."
Unfortunately it sounded very familiar, so I wrote back: As you may be aware, I do have some previous experience with the Toyota corrosion warranty system.
Please note that the perforation is to the left sill, which is an external body panel. This has corroded from inside to outside and it thus does quite clearly meet with your warranty requirements, namely: “The warranty is applicable only to external panels where corrosion has started on the back of an external sheet metal panel and come through” I therefore respectfully ask you to reconsider as a matter of urgency; this is exposed steel which will only get worse as winter approaches. I look forward to your further reply.
The reply came back: best course of action to move forward with this is to arrange to get your Land Cruiser here for our Field Service Manager to inspect. I have taken the liberty of speaking with him and he has offered a choice of 2 dates when he can visit.
So the arrangements are made; let's see what transpires next......
Well here we are a couple of weeks later and the field service engineer has made his inspection.
I absolutely love my 2004 Toytota Landcruiser LC 100
She has a full service history (all Toyota Main Dealer) and is the most comfortable vehicle I have ever owned.
I also own a 2000 'W' Plated Toyota Avensis still going strong with over 150K miles on the clock and NO RUST WHATSOEVER! So why are the Landcruisers getting so rusty?
My apologies to the thousands of people who have already viewed and commented on this subject, but unfortunately I can't find the original blog: "toyotauk12yrwarranty" it is not in 'Locked' or 'Deleted' tabs so I can only guess that google themselves have deleted it, or have been asked to by somebody??????
Anyway just to refresh you all, it went something like this:
2013/14
My upper tailgate had badly rusted along the bottom, from the inside to out around the catch on lower edge.
Initially my claim was refused the reason given was:
"Unfortunately your paint claim was denied by Toyota as the anti perforation warranty applies to the 'painted sheet metal panels' they have to corrode from the inside to the outside. This has corrosion of the door structure and surface rust on the joints neither of which are deemed to be sheet metal panels."
So I asked Toyota to reconsider.
The local dealership then had a Toyota Field Service Manager inspect it but refused again, so following several further 'discussions' by e-mail, I wrote a blog (the original one) and also wrote to the UK CEO.
Shortly after this I was contacted again by my local Toyota main dealer who invited me to submit my vehicle for the necessary repairs.
It came back lovely, the bodyshop did a really great job of the upper tailgate, this was at the end of 2014.
September 2015
Recently I had an air-con service and Boston Listers did a terrific job, they also sent me a video showing the condition of my car underneath, pointing out items that would soon need attention. This was really useful.
I was taking a closer look at these points for myself, after I got home, when I noticed some rust at the aft outer edge of the nearside sill, and on both rear wheel arches which had not been pointed out during the inspection.
I cleaned the rust away and this is what I found at the rear of the sill (after this I didn't dare 'poke' any further at corrosion visible on the rear of both arches):
So I rang Listers Boston Toyota and they took some paint measurements and photographs at the dealership. I also pointed out to them, the further corrosion clearly visible at the trailing edges of both of the rear arches, which might also shortly become a hole, "where corrosion has started on the back of an external sheet metal panel and come through".
A few days later I received an email: "I have submitted the information regarding your bodywork corrosion and spoken with Toyota who visited yesterday. Unfortunately the 12 year perforation warranty will not cover the issues reported. The warranty is applicable only to external panels where corrosion has started on the back of an external sheet metal panel and come through. This excludes the inner wheel arches as they are internal rather than external panels."
Unfortunately it sounded very familiar, so I wrote back: As you may be aware, I do have some previous experience with the Toyota corrosion warranty system.
Please note that the perforation is to the left sill, which is an external body panel. This has corroded from inside to outside and it thus does quite clearly meet with your warranty requirements, namely: “The warranty is applicable only to external panels where corrosion has started on the back of an external sheet metal panel and come through” I therefore respectfully ask you to reconsider as a matter of urgency; this is exposed steel which will only get worse as winter approaches. I look forward to your further reply.
The reply came back: best course of action to move forward with this is to arrange to get your Land Cruiser here for our Field Service Manager to inspect. I have taken the liberty of speaking with him and he has offered a choice of 2 dates when he can visit.
So the arrangements are made; let's see what transpires next......
Well here we are a couple of weeks later and the field service engineer has made his inspection.
The reply from Listers: As you are aware, yesterday our area field service manager came out to inspect the areas of concern on your Land Cruiser. On inspection it was found that the corrosion has started from the seam in the wheel arch which is not an external panel. The conclusion from this visit is that the corrosion is not something that will be covered by Toyota’s perforation warranty.
So it would appear then that even though the corrosion has started "on the back of the panel" (sill) "and come through" that it is still not conforming to the warranty requirement after all, yeah right!
And received the reply: "Unfortunately there is nothing else I can do for you here at dealer level.
I have raised a case with the Toyota Customer Relations team who will be in touch to discuss everything with you. They will be able to liaise directly with Toyota and help with your query"
So we shall have to wait and see what transpires, I will keep you all updated and 'Blog again just as soon as there is any further progress
Here is a link the Press Complaints Commission Report Re: Toyota (GB) Plc Clauses Noted: 1, 2, 4, 10 Publication: The Sunday Times:
http://www.pcc.org.uk/cases/adjudicated.html?article=NzkzNA==
Customer relations wrote and said: "I am writing to you regarding the recent inspection carried out on your Toyota Land Cruiser Amazon.
I realise your disappointment following this I regret that I am only able to reiterate what you have been advise previously in correspondence with, After Sales Manager at Listers Boston.
In summery please find the conclusion following our Field Service Managers inspection:
From what could be seen visually it was observed that the outer sill was generally in very good condition only showing some signs of corrosion towards the very back end of the sill where it was originally attached to the inner wheel arch. The inner wheel arch showed more signs of corrosion however as it had been scraped clean (I am led to believe by the owner?) prior to my inspection, the exact source of the corrosion was impossible to see.
The Toyota Anti-Perforation Warranty is very specific with regards to the parameters of its cover. More precisely it covers externally painted sheet metal panels only and only perforation of the sheet metal panel from the back to the front resulting in a hole is covered. This policy only applies to an external sheet metal panel that has suffered no damage and has rusted through from the back of the panel to the front due to some form of manufacturing defect. The corrosion observed on the headline vehicle appears to have started within the joint between the inner wheel arch and the outer sill. This was judged by looking at the amount of corrosion to the inner wheel arch (which for reference is not considered to be an externally painted sheet metal panel). This joint is very well sealed due to its location in front of the rear wheel where it will naturally suffer from significant impacts from stones and other road debris, salt etc. It will also be subjected to a significant amount of surface water being sprayed at it during wet driving conditions. This will inevitably result in the deterioration of the integrity of the joint resulting in surface corrosion forming in the sealed area. If this corrosion is left unchecked then it will eventually result in a hole. With the age and mileage of the headline vehicle taken into consideration, my conclusion is that this corrosion is the result of normal wear & tear and lack of timely preventative maintenance and so it cannot be considered to be the result of a manufacturing defect and so is not covered under the terms of the anti-perforation warranty.
The slight surface rust around the tailgate lock is not perforation of the sheet metal panel and so is also not covered under the terms of the anti-perforation warranty. This is simply surface rust that has been caused by the lock working loose and moving around ultimately damaging the paintwork which has allowed moisture into the base metal which has then oxidised over a significant period of time. This is also considered to be the result of wear and tear."
My reply: I totally reject your assumption that my vehicle was poorly maintained, “lack of timely preventative maintenance” which led to this failure.
This vehicle has a full and comprehensive service history exclusively with Toyota UK Main Dealers and if there is any neglect regarding ‘unchecked corrosion’ , then your dealership(s) must have missed it and so the responsibility lies with Toyota as you (Toyota UK) have been entirely responsible for the maintenance of this vehicle from new. (Full Toyota Service History)
I also reject your comment about the age of the vehicle, this is a 12 year warranty and so my vehicle’s age (for the purposes of refusing a warranty claim) is irrelevant.
This vehicle underwent an ‘on ramp inspection’ at Listers Boston, just couple of days before I personally noticed the corrosion, but there was no mention of this on the report.
The report said that the rear brake pipes were becoming corroded and it was only when I came to attend to these myself, that I noticed a small amount of bubbling rust and the small hole you can see underneath the sill, which I subsequently cleaned up to reveal the extent of the corrosion.
Your field service manager states “the exact source of the corrosion was impossible to see” so I fail to understand how you can refute this claim, as it is quite clear that the hole in the sill has started from inside and come outside (owing to the steel wastage characteristic profile shape).
In order to preserve your good name and reputation with loyal customers, it is surely necessary to given them proper and due consideration?
In the event of any doubt it used to be that ‘the customer is always right’, but it seems with the threat of dealership fines by Toyota management, that this has now gone out of the window.
For the sake of such a small and simple repair I fail to see why it would even be worth dragging the Toyota name through the media.
I urge your management to reconsider and honour the responsibility that you should have towards me, as your customer and to your own warranty.
The reply from Customer Services: I am writing to you following your email regarding the corrosion on your Toyota Land Cruiser Amazon.
Whilst I appreciate your comments on the vehicles history, we do not warranty our vehicles indefinitely and this issue is not covered under the anti perforation warranty as explained previously.
With regards to your comments relating to dealers checking corrosion, I feel it is opportune to point out that it is not part of the normal service to report on bodywork unless it is safety related.
That said, this may have been raised prior to your ownership but we would not be able to comment on conversations we were not privy to. I would suggest discussing with the Toyota Centre so they can advise their position regarding this.
I understand that this does not meet with your expectations and as previously advised, if you wish to pursue this matter further you will need to refer to Motor codes.
"We do not warranty our vehicles indefinitely" indeed, how rude! I am simply asking Toyota to honour thier 12 year warranty, not "indefinitely" anyway I wrote back:
Dear.. Thank you for your mail of 13.10.2015.
It does indeed “not meet” with my expectations, neither should it meet with yours at Toyota Customer Relations.
It remains to be seen whether or not it meets with the expectations of UK wide Toyota customers, only time will tell.
I am not asking for you to cover my vehicle indefinitely, (we do not warranty our vehicles indefinitely) only that you honour the 12 year duration period of the warranty, which you sold along with it.
I am not aware whether or not this was raised prior to my ownership, but your warranty is supposed to be transferrable in any event, as my vehicle has a full Toyota service history.
However; your all of comments made below are duly noted and may be included in the press, online and television articles appearing about this issue, as previously advised.
It is unfortunate that you choose to do business thus when your new MD Mr. Paul Van der Burgh, is of the opinion: “Since 1965 Toyota has been about better cars and better service. We may not have used those words then, but the fact is we always try to offer the customer something better. That’s still true in 2015 and will be for the decades to come.”
He also boldly states:
“TGB (Toyota GB) is a really professional organisation with a great team and culture” and:
“It’s more about sustaining and facilitating progress with innovative approaches to doing business the way our customers want it.”
I am sorry but you are not doing business the way that this particular customer wants it, nor most likely would it meet the wider expectations of your UK customer base generally.
I can only hope that his ethos: “I focus on customer experience and people development to create successful business models, with attention to quality………..” will filter down into the actual customer service department of Toyota UK over time.
Of course what they should actually do is reconsider; thanking me for my valuable custom as a Toyota owner for over ten years and simply repair the rust on my rear wheel arches in accordance with their own warranty.
I was seriously considering buying a newer Landcruiser V8 from Listers in Boston, as they had one coming in which fitted my requirements precisely and I paid a deposit to have 'first dibs'. But unfortunately I couldn't help but wonder how much use the warranty on this vehicle would actually turn out to be over time........
So far since my last mail to Toyota customer services almost a month ago now, I have had no reply to date.
Today is 10th November and as I have heard nothing, I wrote directly to the CEO:
Good Morning Mr Van der Burgh
I hope this finds you well.
Apologies for the intrusion as I have no doubt you are a busy man.
However, further to my last, I just thought it relevant to address you directly in case your staff have overlooked to inform you of this particular case unfolding.
May I politely direct you to the start of my blog, should you be interested to view:
http://toyotauk12yrwarranty.blogspot.co.uk/2015/09/toyota-uk-12-year-anticorrosion-warranty.html
Many thanks indeed.
Kind regards
I will of course keep you all updated when/if there are any further developments.
Surprise, actually received a reply, albeit from one of the CEO's assistants:
"Thank you for your recent email sent to our President and Managing Director, Paul Van der Burgh. Paul has read your email and asked that I respond on his behalf.
Firstly I would like to say I acknowledge your strength of feeling towards this matter and have read your case file extensively. I have also spoken with my team here regarding your case and have reviewed it personally with xxx.
and
"If your vehicle and the corrosion concerned was covered by our warranty, we would honour and pay under that warranty to address the issue. I feel the response already sent to you on behalf of our Field Service Manager to be clear and comprehensive as to why your highlighted corrosion is not covered by the anti perforation warranty. I therefore I cannot add anything further and would like to confirm this is our final response on this matter.
I would like to draw your attention again to our alternative dispute resolution provider, Motor Codes. I would recommend considering Motor Codes to further escalate your complaint to this independent third party.
"Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation we have provided, we would recommend you contact Motor Codes."
and
"In closing, I understand this email will not meet with your expectations and I apologise this will not be the outcome you had hoped for but I must stress this is our final position. Additionally the link you sent in your previous email does not work."
So for the time being, the final position of Toyota (GB) PLC is that the Toyota 12 year anti-corrosion warranty is actually rubbish!
So lets see what the public and press make of it over the coming months.
My reply to customer services:
Dear Mr xxx
Thank you for your reply. It is a pity that Toyota UK remains intransigent.
I am sorry you cannot use the link, here is another: http://toyotauk12yrwarranty.blogspot.co.uk/
If this fails to work, please just google "toyota uk 12 year corrosion warranty rubbish" it is the first result, at the top of the list.
Kind regards
So it would appear then that even though the corrosion has started "on the back of the panel" (sill) "and come through" that it is still not conforming to the warranty requirement after all, yeah right!
I know these are austere times but how many ways can the corrosion come through from the back and it not be counted, just because there was a seam in that area.
It follows Toyota logic then that any gaping hole which appears in your bodywork close to a seam would be discounted the basis that corrosion coming from inside to outside is covered, but not apparently if it is near a 'seam' What Utter Tosh!
Anyway I replied: I fully disagree with the
opinion of your field service manager and will naturally be taking this
further. I do understand that dealerships
are being fined by Toyota UK with their advice being ‘If the customer doesn’t
make a complaint, don’t fix the car’. And that Dealerships fear being
fined by Toyota if they carried out ‘cosmetic repairs’ that did not affect
safety. However, I fail to see why
Toyota UK could possibly justify such scant disregard for their own customers,
by manipulating interpretation of their warranties to the point of
ridiculousness, simply to try and wriggle out of a claim. I urge you once again to kindly
re-consider, before I escalate this matter much further on a number of levels. And received the reply: "Unfortunately there is nothing else I can do for you here at dealer level.
I have raised a case with the Toyota Customer Relations team who will be in touch to discuss everything with you. They will be able to liaise directly with Toyota and help with your query"
So we shall have to wait and see what transpires, I will keep you all updated and 'Blog again just as soon as there is any further progress
Here is a link the Press Complaints Commission Report Re: Toyota (GB) Plc Clauses Noted: 1, 2, 4, 10 Publication: The Sunday Times:
http://www.pcc.org.uk/cases/adjudicated.html?article=NzkzNA==
Customer relations wrote and said: "I am writing to you regarding the recent inspection carried out on your Toyota Land Cruiser Amazon.
I realise your disappointment following this I regret that I am only able to reiterate what you have been advise previously in correspondence with, After Sales Manager at Listers Boston.
In summery please find the conclusion following our Field Service Managers inspection:
From what could be seen visually it was observed that the outer sill was generally in very good condition only showing some signs of corrosion towards the very back end of the sill where it was originally attached to the inner wheel arch. The inner wheel arch showed more signs of corrosion however as it had been scraped clean (I am led to believe by the owner?) prior to my inspection, the exact source of the corrosion was impossible to see.
The Toyota Anti-Perforation Warranty is very specific with regards to the parameters of its cover. More precisely it covers externally painted sheet metal panels only and only perforation of the sheet metal panel from the back to the front resulting in a hole is covered. This policy only applies to an external sheet metal panel that has suffered no damage and has rusted through from the back of the panel to the front due to some form of manufacturing defect. The corrosion observed on the headline vehicle appears to have started within the joint between the inner wheel arch and the outer sill. This was judged by looking at the amount of corrosion to the inner wheel arch (which for reference is not considered to be an externally painted sheet metal panel). This joint is very well sealed due to its location in front of the rear wheel where it will naturally suffer from significant impacts from stones and other road debris, salt etc. It will also be subjected to a significant amount of surface water being sprayed at it during wet driving conditions. This will inevitably result in the deterioration of the integrity of the joint resulting in surface corrosion forming in the sealed area. If this corrosion is left unchecked then it will eventually result in a hole. With the age and mileage of the headline vehicle taken into consideration, my conclusion is that this corrosion is the result of normal wear & tear and lack of timely preventative maintenance and so it cannot be considered to be the result of a manufacturing defect and so is not covered under the terms of the anti-perforation warranty.
The slight surface rust around the tailgate lock is not perforation of the sheet metal panel and so is also not covered under the terms of the anti-perforation warranty. This is simply surface rust that has been caused by the lock working loose and moving around ultimately damaging the paintwork which has allowed moisture into the base metal which has then oxidised over a significant period of time. This is also considered to be the result of wear and tear."
My reply: I totally reject your assumption that my vehicle was poorly maintained, “lack of timely preventative maintenance” which led to this failure.
This vehicle has a full and comprehensive service history exclusively with Toyota UK Main Dealers and if there is any neglect regarding ‘unchecked corrosion’ , then your dealership(s) must have missed it and so the responsibility lies with Toyota as you (Toyota UK) have been entirely responsible for the maintenance of this vehicle from new. (Full Toyota Service History)
I also reject your comment about the age of the vehicle, this is a 12 year warranty and so my vehicle’s age (for the purposes of refusing a warranty claim) is irrelevant.
This vehicle underwent an ‘on ramp inspection’ at Listers Boston, just couple of days before I personally noticed the corrosion, but there was no mention of this on the report.
The report said that the rear brake pipes were becoming corroded and it was only when I came to attend to these myself, that I noticed a small amount of bubbling rust and the small hole you can see underneath the sill, which I subsequently cleaned up to reveal the extent of the corrosion.
Your field service manager states “the exact source of the corrosion was impossible to see” so I fail to understand how you can refute this claim, as it is quite clear that the hole in the sill has started from inside and come outside (owing to the steel wastage characteristic profile shape).
In order to preserve your good name and reputation with loyal customers, it is surely necessary to given them proper and due consideration?
In the event of any doubt it used to be that ‘the customer is always right’, but it seems with the threat of dealership fines by Toyota management, that this has now gone out of the window.
For the sake of such a small and simple repair I fail to see why it would even be worth dragging the Toyota name through the media.
I urge your management to reconsider and honour the responsibility that you should have towards me, as your customer and to your own warranty.
The reply from Customer Services: I am writing to you following your email regarding the corrosion on your Toyota Land Cruiser Amazon.
Whilst I appreciate your comments on the vehicles history, we do not warranty our vehicles indefinitely and this issue is not covered under the anti perforation warranty as explained previously.
With regards to your comments relating to dealers checking corrosion, I feel it is opportune to point out that it is not part of the normal service to report on bodywork unless it is safety related.
That said, this may have been raised prior to your ownership but we would not be able to comment on conversations we were not privy to. I would suggest discussing with the Toyota Centre so they can advise their position regarding this.
I understand that this does not meet with your expectations and as previously advised, if you wish to pursue this matter further you will need to refer to Motor codes.
"We do not warranty our vehicles indefinitely" indeed, how rude! I am simply asking Toyota to honour thier 12 year warranty, not "indefinitely" anyway I wrote back:
Dear.. Thank you for your mail of 13.10.2015.
It does indeed “not meet” with my expectations, neither should it meet with yours at Toyota Customer Relations.
It remains to be seen whether or not it meets with the expectations of UK wide Toyota customers, only time will tell.
I am not asking for you to cover my vehicle indefinitely, (we do not warranty our vehicles indefinitely) only that you honour the 12 year duration period of the warranty, which you sold along with it.
I am not aware whether or not this was raised prior to my ownership, but your warranty is supposed to be transferrable in any event, as my vehicle has a full Toyota service history.
However; your all of comments made below are duly noted and may be included in the press, online and television articles appearing about this issue, as previously advised.
It is unfortunate that you choose to do business thus when your new MD Mr. Paul Van der Burgh, is of the opinion: “Since 1965 Toyota has been about better cars and better service. We may not have used those words then, but the fact is we always try to offer the customer something better. That’s still true in 2015 and will be for the decades to come.”
He also boldly states:
“TGB (Toyota GB) is a really professional organisation with a great team and culture” and:
“It’s more about sustaining and facilitating progress with innovative approaches to doing business the way our customers want it.”
I am sorry but you are not doing business the way that this particular customer wants it, nor most likely would it meet the wider expectations of your UK customer base generally.
I can only hope that his ethos: “I focus on customer experience and people development to create successful business models, with attention to quality………..” will filter down into the actual customer service department of Toyota UK over time.
Of course what they should actually do is reconsider; thanking me for my valuable custom as a Toyota owner for over ten years and simply repair the rust on my rear wheel arches in accordance with their own warranty.
I was seriously considering buying a newer Landcruiser V8 from Listers in Boston, as they had one coming in which fitted my requirements precisely and I paid a deposit to have 'first dibs'. But unfortunately I couldn't help but wonder how much use the warranty on this vehicle would actually turn out to be over time........
So far since my last mail to Toyota customer services almost a month ago now, I have had no reply to date.
Today is 10th November and as I have heard nothing, I wrote directly to the CEO:
Good Morning Mr Van der Burgh
I hope this finds you well.
Apologies for the intrusion as I have no doubt you are a busy man.
However, further to my last, I just thought it relevant to address you directly in case your staff have overlooked to inform you of this particular case unfolding.
May I politely direct you to the start of my blog, should you be interested to view:
http://toyotauk12yrwarranty.blogspot.co.uk/2015/09/toyota-uk-12-year-anticorrosion-warranty.html
Many thanks indeed.
Kind regards
I will of course keep you all updated when/if there are any further developments.
Surprise, actually received a reply, albeit from one of the CEO's assistants:
"Thank you for your recent email sent to our President and Managing Director, Paul Van der Burgh. Paul has read your email and asked that I respond on his behalf.
Firstly I would like to say I acknowledge your strength of feeling towards this matter and have read your case file extensively. I have also spoken with my team here regarding your case and have reviewed it personally with xxx.
and
"If your vehicle and the corrosion concerned was covered by our warranty, we would honour and pay under that warranty to address the issue. I feel the response already sent to you on behalf of our Field Service Manager to be clear and comprehensive as to why your highlighted corrosion is not covered by the anti perforation warranty. I therefore I cannot add anything further and would like to confirm this is our final response on this matter.
I would like to draw your attention again to our alternative dispute resolution provider, Motor Codes. I would recommend considering Motor Codes to further escalate your complaint to this independent third party.
"Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation we have provided, we would recommend you contact Motor Codes."
and
"In closing, I understand this email will not meet with your expectations and I apologise this will not be the outcome you had hoped for but I must stress this is our final position. Additionally the link you sent in your previous email does not work."
So for the time being, the final position of Toyota (GB) PLC is that the Toyota 12 year anti-corrosion warranty is actually rubbish!
So lets see what the public and press make of it over the coming months.
My reply to customer services:
Dear Mr xxx
Thank you for your reply. It is a pity that Toyota UK remains intransigent.
I am sorry you cannot use the link, here is another: http://toyotauk12yrwarranty.blogspot.co.uk/
If this fails to work, please just google "toyota uk 12 year corrosion warranty rubbish" it is the first result, at the top of the list.
Kind regards
No comments:
Post a Comment