Written on: 17/06/2012 by Tessal (2 reviews written)
I bought a Toyota IQ and included in the price was 3 years "free" servicing.
I also got sent a card for Club Toyota (which really just offers breakdown cover) valid for 3 years I wasnt expecting this so i called Toyota and asked if this was correct. I was told yes, the car comes with 3 years servicing and 3 years breakdown cover with club Toyota.
Anyway after a year i got a flurry of letters inviting me to rejoin club Toyota. I assumed this was a mistake and took no notice. But as I couldnt find the vouchers for servicing i called Toyota and asked if i could be sent replacements. They said yes (but never sent them). While i was on the phone i asked why they were inviting me to rejoin club Toyota when i had 3 years membership. The customer service person was very curt. He said "oh no you dont". I said i did and had a card showing its validy until 2013. I had even phoned and checked if this was correct and been told it was. He said it was a mistake and my membership had been cancelled. I said what would have happened if i had broken down, he said no one would have helped as my membership had been cancelled. He was actually very rude and implied i was trying to blag benefits i was not entitled to. I was really annoyed and said this was not ok, i would have been left stranded. I had not asked for the cover but had been given it and didnt think it was ok to take it away. He said something like "you are not entitled to it and thats the end of the matter and i am putting the phone down". I didnt even really want the breakdown cover, i dont drive a lot and had a brand new car for goodness sake. But he was so rude I made a written complaint. The complaint manager wrote a hilarious reply. She said I was the rude person, and in the early part of the reply agreed there was a recording of someone at customer services telling me the card was correct, and in the conclusion said "no one ever told you you were entitled to the 3 years club Toyota cover".
Really their attitude was appalling.
Anyway I was thinking about taking the car for the second service. The vouchers say clearly on the front this has to be done within a month of the anniversary of car purchase OR after reaching the equivalent of 10.000 miles per year. As at the end of two years i had only done 7,000 miles i was in no rush. It is particularly difficult to get to the nearest Toyota dealer as it is in an awkward place for someone who works full time. So a few days ago i phoned to arrange the service. The garage said it was now over 13 months since the last service and the voucher would not be valid. I said it clearly says either 13 months or 10,000 miles since the last service. He said it is in tiny writing on the back of the voucher. He recommmended i speak to Toyota customer service re this as the 2 year service was the most expensive and would cost around £250 as they change the oil. As i had effectively paid for the service as part of the cost of the car this was very annoying. I spoke to customer service. They remained as rude as ever. They said I should have read the owners manual and then i would have known. They said i was entitled to nothing now and my warranty would not be valid as i had not had the service.
They really are the rudest, most unhelpful people i have ever come across. The customer is always wrong and we dont give a stuff about you really encompasses their attitude.
I will never ever buy another Toyota and I suggest you dont buy one either. Really the Japanese have a reputation for politeness and you would have thought they would have imparted this to their customer service but sadly not.
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