Contacting Corporate Regarding QC and other issues

[inlandsmog]

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[bitflogger]

FWIW, taking the time to use the phone got me an actual incident # for the flaky firmware but the person on the phone agreed with me that the owner's manual is poor and he'd be bringing up our discovery, and he noted my comment on paint run.

I'm willing to bet the tone of our talk and being organized helped get the guy's understanding and his follow up. Even if I'm bothered I treat customer service and break/fix dialogs with a "How can I help you?" style or tone that often makes a difference.

 

[inlandsmog]

FWIW, taking the time to use the phone got me an actual incident # for the flaky firmware but the person on the phone agreed with me that the owner's manual is poor and he'd be bringing up our discovery, and he noted my comment on paint run.

I'm willing to bet the tone of our talk and being organized helped get the guy's understanding and his follow up. Even if I'm bothered I treat customer service and break/fix dialogs with a "How can I help you?" style or tone that often makes a difference.

Yes Sir, I am in the automotive/industrial engine tech support field and beginning attitude goes a long way.

 

[Gfenza89]

What issues did you report?

 

[inlandsmog]

What issues did you report?

Still putting my list together. Would you like to add something?

 

[Gfenza89]

Still putting my list together. Would you like to add something?

Yes, my transmission sometimes shifts like, that’s about my only complaint with my truck

 

[bresna]

I opened a ticket with Toyota Brand Engagement to try and see if they can get the ECO gauge fixed in their new software rollout. These software updates typically happen once or twice a year and I thought this would be an easy fix.

Their e-mail reply was that they have contacted the dealer. WTF?!? So I called Brand Engagement. The first thing the answering service said was that I was selected randomly to take a survey after the call. OK.

I talked to the rep and she insisted the dealer needs to be involved in this fix. When I explained that this was probably my 20th Toyota in the last 30 years and that I know that the software is updated "over the air" by Toyota and not at a dealer, she insisted I was wrong. I also told her that I already reported this to my dealer twice. Did she see it in their system? No sir, we have no notes from the dealer on this. So why are you contacting them?? Grrrr...

So the call ends and I wait for the survey to basically tell them that their phone service is useless. Guess what? The service agent would not hang up!! She stayed on. And on. And on. Three times I told her I was done and she refused to hang up, instead humming in my ear.

She knew I was going to give her a terrible survey result and she wouldn't let me do it.

 

[Kjc]

Has there been a software update yet for the 24's is there a changlog somewhere I'd like to see it

 

[TacoFreak]

Yeah a change log would be great. My screen showed a update in progress message last week although it was not clear what was being updated. I wondered about an over the air update for some of the strange glitches I see from time to time.

I talked to a brand engagement drone last week and it was basically useless. They gave me a reference number but said that nothing further would happen until my dealer saw my truck and shared my complaints with Toyota. So I don't think it made any difference at all, and if it was intended to make me feel like they GAF it didn't work. lol

 

[Gfenza89]

Yeah a change log would be great. My screen showed a update in progress message last week although it was not clear what was being updated. I wondered about an over the air update for some of the strange glitches I see from time to time.

I talked to a brand engagement drone last week and it was basically useless. They gave me a reference number but said that nothing further would happen until my dealer saw my truck and shared my complaints with Toyota. So I don't think it made any difference at all, and if it was intended to make me feel like they GAF it didn't work. lol

I’m just happy you called and filed your complaint. The complaints do get sent to their headquarters.

 

[TacoFreak]

I’m just happy you called and filed your complaint. The complaints do get sent to their headquarters.

Yep - my questions/complaints are on record and Toyota cares more than most companies, so I hope it helps them concentrate on things we are not happy with.

 

[jan123]

I opened a ticket with Toyota Brand Engagement to try and see if they can get the ECO gauge fixed in their new software rollout. These software updates typically happen once or twice a year and I thought this would be an easy fix.

Their e-mail reply was that they have contacted the dealer. WTF?!? So I called Brand Engagement. The first thing the answering service said was that I was selected randomly to take a survey after the call. OK.

I talked to the rep and she insisted the dealer needs to be involved in this fix. When I explained that this was probably my 20th Toyota in the last 30 years and that I know that the software is updated "over the air" by Toyota and not at a dealer, she insisted I was wrong. I also told her that I already reported this to my dealer twice. Did she see it in their system? No sir, we have no notes from the dealer on this. So why are you contacting them?? Grrrr...

So the call ends and I wait for the survey to basically tell them that their phone service is useless. Guess what? The service agent would not hang up!! She stayed on. And on. And on. Three times I told her I was done and she refused to hang up, instead humming in my ear.

She knew I was going to give her a terrible survey result and she wouldn't let me do it.

For better or for worse, this seems to be the process they are following. I had a similar software problem with the Custom mode on my Limited. I first had to go to the dealer where they would diagnose the problem and create a service record. When I contacted Toyota Brand Management about a month later, the first thing they did was to reference that service record, and then they started looking into the problem. After about 2 weeks I received a call from the dealer that a software update was ready , and to bring the truck in for an update. I did, they updated the software, and the problem was fixed.

It appears that certain software patches have to be done at the dealer, not over the air. The interesting thing is that none of the software versions that you can access through the infotainment system (vehicle information) changed as a result of the software patch being applied.

My experience is that they genuinely want to work with you to fix your problem, but you have to follow their processes. It took a couple of visits to the dealer and couple of phone calls with Toyota Brand Management, but my problem did get resolved, and I am very happy with the outcome.

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