Apple Car Play: Music volume stays loud when listening to text messages

[vtdano]

So I recommend everyone that is having this issue open a case with Toyota Brand Engagement Center here: https://support.toyota.com/s/questi...Z*MTcyOTE3NDI1NS4zLjEuMTcyOTE3NDI2Mi41My4wLjA.

This is the intiial response I got from them, which has not details and put the case in a 'pending' state. I have sent a reply to ask for further details, and the opportunity to engage with an engineer because that is what it is going to take to get this resolved.


Case #XXXXXXX0858
Log OutMultimedia Technology
Apple CarPlay
Status:In Progress

Dear Danny.



Thank you for contacting us regarding the Apple Carplay in your new 2024 Toyota Tacoma TRD Sport! Congratulations on your new purchase. We appreciate the opportunity to assist!

Apple Carplay does not mute when you receive a message. If you feel like you are experiencing an abnormal condition, we recommend having the vehicle diagnosed by a Toyota dealer to confirm.

Because we are unable to directly inspect your vehicle, we are not able to provide a technical diagnosis for the concern you are experiencing. Toyota dealer technicians are specialized in the diagnosis and repair of Toyota vehicles. They are provided with extensive training and have access to state-of-the-art equipment to accurately diagnose and repair your Toyota. To get information for your local Toyota dealer please visit www.Toyota.com/dealers .

If you would like for us to contact your local dealership on your behalf to schedule an appointment for a diagnosis, please respond to this comment with the best phone number(s) to reach you and the dealership you would like to visit.

Please know, your comment has been documented at our National Headquarters under your reference number XXXXXXXX0858. If we can be of further assistance, please feel free to contact us.

Sincerely,
Nick

Toyota Brand Engagement Center

This is the response I posted to Nick's answer:

Hello Nick,



Thanks for your response. The answer provided is vague, other than stating that I should take the new Tacoma back to the dealership. Are you stating that 'Apple Carplay does not mute' and that's how it is supposed to work, or just reiterating my issue? I know that Apple Carplay is 'supposed to mute' because that is how it works in every other vehicle, with the exception of those using the new Toyota infotainment system. I would like to get clarification and request that my issue be escalated to an engineer in designing if possible? I am happy to work with them to help troubleshoot, as I have access to both the vehicle and several different models of iPhone to be sure that we are capturing the right information. Please let me know how I can assist in resolving this issue, local technicians at the dealership are not going to have access to the software debugging that may be required to investigate this further. Apple Carplay identifies the state of certain applications when in use, and mutes the audio when an application that is open on the phone is supposed to do that. For example, if I open 'X' formerly known as Twitter, that application has the ability to play sound over Carplay, so it automatically mutes the Sirius XM radio to take precedence over the audio in the car. It is my understanding that the Toyota infotainment App is new, therefore it could require an engagement with Apple in order to fully work as it should. Thanks for your help, and please let me know if you need additional details.

Thank you!

Danny

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[32spoke]

Your message has been submitted under reference number: 241017000418

I added to the incoming complaints and advised them that this problem did not effect my two gen 3 tacomas.

 

[goin2drt]

So I recommend everyone that is having this issue open a case with Toyota Brand Engagement Center here: https://support.toyota.com/s/questi...Z*MTcyOTE3NDI1NS4zLjEuMTcyOTE3NDI2Mi41My4wLjA.

This is the intiial response I got from them, which has not details and put the case in a 'pending' state. I have sent a reply to ask for further details, and the opportunity to engage with an engineer because that is what it is going to take to get this resolved.


Case #XXXXXXX0858
Log OutMultimedia Technology
Apple CarPlay
Status:In Progress

Dear Danny.



Thank you for contacting us regarding the Apple Carplay in your new 2024 Toyota Tacoma TRD Sport! Congratulations on your new purchase. We appreciate the opportunity to assist!

Apple Carplay does not mute when you receive a message. If you feel like you are experiencing an abnormal condition, we recommend having the vehicle diagnosed by a Toyota dealer to confirm.

Because we are unable to directly inspect your vehicle, we are not able to provide a technical diagnosis for the concern you are experiencing. Toyota dealer technicians are specialized in the diagnosis and repair of Toyota vehicles. They are provided with extensive training and have access to state-of-the-art equipment to accurately diagnose and repair your Toyota. To get information for your local Toyota dealer please visit www.Toyota.com/dealers .

If you would like for us to contact your local dealership on your behalf to schedule an appointment for a diagnosis, please respond to this comment with the best phone number(s) to reach you and the dealership you would like to visit.

Please know, your comment has been documented at our National Headquarters under your reference number XXXXXXXX0858. If we can be of further assistance, please feel free to contact us.

Sincerely,
Nick

Toyota Brand Engagement Center

Done

 

[goin2drt]

That was worthless.

This was the reply basically saying it isn't supposed to do that.
"We apologize as our records do not indicate that option to mute your volume when incoming text message arrives."
Yet in our 24 Camry, 22 Corolla and other non Toyota cars it does work.

 

[vtdano]

So Toyota Brand Engagement center is giving me the run around. They asked if I would have the dealership inspect the vehicle for the issue. I have an appt scheduled, but know they won't be able to fix a software bug. I went another route in the mean time and reported the issue with the National Highway Traffic Safety Administration, as the issue is a safety concern when you have to mess with your vehicle more to turn off the sound while driving in order to hear the text being read through Carplay. You can do the same here if you would like https://www.nhtsa.gov/report-a-safety-problem#index I will follow up with more details when I have them.

 

[vtdano]

So to follow the rules of engagement, I dropped my '24 Taco off at the dealership for them to look at the Carplay issue, knowing they were not going to be able to resolve it, but hoping Brand Engagement allows me to escalate my issue to someone who actually cares. The Brand Engagement center did send me a link to complete a survey, and I wrote a broadway musical about how poorly they choose to support customer issues, deflecting anything that they know is a problem, but don't have an immediate fix for. Will follow up once I have restarted the conversation with Brand Engagement, which should more appropriately be called 'Brand Determent'

 

[vtdano]

So Brand Engagement escalated my case to a support manager, not sure how many more steps before I get to an engineer, but I am hitting this issue from multiple directions anyway. I opened up a case with Apple Support using my iPhone model and selecting Car Play as the issue. The agent I spoke with was awesome, he captured logs from my device to escalate to an engineer and gave me a place to upload a video of the issue so they could review. Toyota service stated that it is working as designed, but missed the point completely in that it was not designed correctly to begin with! In order to get to that point with Apple Support, I had to update my iPhone to the latest software release, and stated that the issue happens whether using wired or wireless Car Play in multiple models of newer Toyota vehicles. I stated that it works fine in my older 2020 Hyundai and my friends brand new 2024 GMC Sierra, so the issue obviously points to the Toyota Infotainment system since my phone works fine in both of these vehicles. Toyota likes to play the blame game, so they said they can only update the system with what they are provided from Apple. The Apple support rep said that if they determine that it's not a fix that Apple can push to Toyota, they would provide me with details to share with Toyota stating that the issue is with their system. Hopefully that would help them escalate to someone that actually has something to do with fixing this. Either way, this is more movement on the issue that I have been able to find in any other forums, so I remain cautiously optimistic!

 

[Tom Sellick]

So Brand Engagement escalated my case to a support manager, not sure how many more steps before I get to an engineer, but I am hitting this issue from multiple directions anyway. I opened up a case with Apple Support using my iPhone model and selecting Car Play as the issue. The agent I spoke with was awesome, he captured logs from my device to escalate to an engineer and gave me a place to upload a video of the issue so they could review. Toyota service stated that it is working as designed, but missed the point completely in that it was not designed correctly to begin with! In order to get to that point with Apple Support, I had to update my iPhone to the latest software release, and stated that the issue happens whether using wired or wireless Car Play in multiple models of newer Toyota vehicles. I stated that it works fine in my older 2020 Hyundai and my friends brand new 2024 GMC Sierra, so the issue obviously points to the Toyota Infotainment system since my phone works fine in both of these vehicles. Toyota likes to play the blame game, so they said they can only update the system with what they are provided from Apple. The Apple support rep said that if they determine that it's not a fix that Apple can push to Toyota, they would provide me with details to share with Toyota stating that the issue is with their system. Hopefully that would help them escalate to someone that actually has something to do with fixing this. Either way, this is more movement on the issue that I have been able to find in any other forums, so I remain cautiously optimistic!

So Brand Engagement escalated my case to a support manager, not sure how many more steps before I get to an engineer, but I am hitting this issue from multiple directions anyway. I opened up a case with Apple Support using my iPhone model and selecting Car Play as the issue. The agent I spoke with was awesome, he captured logs from my device to escalate to an engineer and gave me a place to upload a video of the issue so they could review. Toyota service stated that it is working as designed, but missed the point completely in that it was not designed correctly to begin with! In order to get to that point with Apple Support, I had to update my iPhone to the latest software release, and stated that the issue happens whether using wired or wireless Car Play in multiple models of newer Toyota vehicles. I stated that it works fine in my older 2020 Hyundai and my friends brand new 2024 GMC Sierra, so the issue obviously points to the Toyota Infotainment system since my phone works fine in both of these vehicles. Toyota likes to play the blame game, so they said they can only update the system with what they are provided from Apple. The Apple support rep said that if they determine that it's not a fix that Apple can push to Toyota, they would provide me with details to share with Toyota stating that the issue is with their system. Hopefully that would help them escalate to someone that actually has something to do with fixing this. Either way, this is more movement on the issue that I have been able to find in any other forums, so I remain cautiously optimistic!

Nice work! Be good to see this get sorted.

 

[goin2drt]

I got the survey. I also sent them an email. I got 2 replies back that they stated the Tacoma “is not capable” of the function. I then replied and asked how it can do it no problem in our 24 Camry and 22 Corolla. And what the difference was. They replied again with the same copy and paste reply. I then replied again and said this was a “safety hazard”. Then I got the “this issue has been escalated”. Been a few weeks and no reply but I know they are hearing about this issue from more than just a few. Several of us have bought into the full use of CarPlay.

 

[vtdano]

I got the survey. I also sent them an email. I got 2 replies back that they stated the Tacoma “is not capable” of the function. I then replied and asked how it can do it no problem in our 24 Camry and 22 Corolla. And what the difference was. They replied again with the same copy and paste reply. I then replied again and said this was a “safety hazard”. Then I got the “this issue has been escalated”. Been a few weeks and no reply but I know they are hearing about this issue from more than just a few. Several of us have bought into the full use of CarPlay.

I also played the safety hazard card and reported the issue to the National Highway Traffic and Safety administration. Figured if they make me knock down all doors I would show them I don't mind doing so.

 

[vtdano]

Apple has my case, and is providing irrelevant update at this point. I have asked to escalate in hopes of getting more attention. I also have a case open with Toyota Brand Engagement. The person I am working with is nice and has reached out several times, but they really don't get the point of opening a case and it's importance, so that is also frustraiting. I am hoping that I get the right person involved from either team at some point, but I will continue to press the issue as Toyota got my money, but they do not care that the user experience at this point is extremely poor. I hate that this is what we have learned to live with, so I hope I can push this through to completion by one party or the other. I am not a programmer, but at this point I feel like it's in the consumers best interest if someone has a way to get into the Toyota Infotainment Crap Center and just re-write the code to do what we want to. I could write a broadway musical about other issues I have experienced since I bought my Tacoma as far as the technology that it tries to provide, but falls extremely short. Hopefully we get this simple issue resolved at some point.

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