Normal Wear and Tear?

I disagree. If Toyota said that they would not repair it, it should've been left as is. However, the goodwill repair they performed looks like it was done at Goodwill. They clearly did an unsatisfactory job at the repair itself, and now I think it's on the dealership if they authorized it or the Toyota Rep if he/she authorized it to make it look right. That clearly look horrible...

 

I agree they may have jumped the gun on that but the OP was really unclear what she wanted even with us. The goodwill repair may feel like like shit but actually doesn't look too bad for what's apparently an user-inflicted damage.

 

I agree with you. What this boils down to is that the dealership probably used the same guy that touches up the used cars before they go on the lot, and that guy sucks... This is the classic damned if you do damned if you don't scenario for the dealership. I was just trying to make the point that once they "fixed" it, they are responsible for at least a reasonable expectation of what it should look like... Those pictures look bad. Personally, I would've had it fixed by replacing the leather, even if I had to pay for it...

I always detail my car and bring it into the dealership like the day I bought it. They know not to try anything like this on my car just from looking at it!

 

I agree the repair was horrible, which is why I recommended getting a second opinion from someone who does auto upholstery repair. I believe the repair could have been done so that it's an improvement over the original condition, but also knowing it won't be as good as new. Most dealers have relationships with specialists that will periodically do small repairs, but it appears that whoever did this one didn't pay attention and went a little to far in their efforts. I once back my car into a raised concrete post - no dents but it scratched off the paint bad and put a couple minor gouges into the plastic bumper. I set up with the dealer to have it repaired for $125 and you couldn't tell there was any damage afterward. I'm not saying that's what the results should have been for the OP as I have no idea if leather can be repaired in similar fashion.

 

I know I'm reviving an old thread, but I have a 2010 Prius that has the has 2 small slits on the side of the driver seat. Called Toyota care and was given case number. Not sure if many call to report this but Toyota was telling me it is not a known issue or no defects were noted. Rep told me if enough cases were reported then they could acknowledge a problem. Was told to go to dealer. I know this will probably go nowhere but it is just my added 2 cents. Will contact a friend at Toyota and see if it's even worth documenting with them.