Cracked Screen on Navigation System

There is some discussion here.

 

I dealt with a Toyota regional service rep when my Scion tC sunroof wind deflector cracked twice, the first from a falling tree, the second a few months later for no apparant reason. I paid over $400 to replace the first one.The dealer was afraid that Toyota would not cover the second replacement under warranty. I had come back on a day when the rep was in town. He agreed to cover half of it which I felt was fair since the deflector might not have been defective, could have been cracked through no fault of Toyota.

In your case, even half would be a lot, so you might go the route discussed in the other thread. On the other hand your's couldn't have been cracked by flying debris like mine might have been, so maybe they would do more.

By the way, they use the same wind deflector design in the Prius. They are doing away with the glass deflector in the 2011 tC

 

This is clearly toyota's liability as you did nothing that should have damaged your nav unit.

I'm disenchanted by toyota dealers blaiming the driver. Hopefully they will act responsibly. Stand your ground. If they refuse and you have any lawyer friends, have them write a toyota a letter on their stationary.

If it ends up not being covered, I would go aftermarket. There are many threads on choices.

 

I agree with your feelings and your advice to the OP. But technically in this case is it really a case of a Toyota dealer blaming the driver?

This seems more like a case of a Toyota Dealership seeking pre-approval from the Mother Company to do warranty work.

Where Toyota might want to look at adjustment in how they operate, to create an easier time for owners and dealerships, would be in allowing dealerships to make the autonomous call on whether something is a warranty issue or not. But I don't blame the dealership so much in this case. They don't want to fix it and then find out that Toyota won't reimburse them because they don't define it as a warranty issue. If they could make the call without contacting Toyota or calling out a Toyota District Service person I'm sure they would. So I think the more precise issue is changing at what level something somewhat questionable...is determined to be a warranty issue or not...

You'd think with digital camera's and Computers and the ability to send photos and information over the computer...just like happens in bodyshops between bodyshops and Insurance companies, that it would be easy enough for Toyota Dealerships to present evidence and photos and a determination be made quickly and instantly over the computer. Without the need for multiple appointments and sending out Service Reps....

I recently had body work done on my automobile and everything was approved by the insurance company before the work was done, almost instantaneously and long distance without the Insurance Company ever having to send an adjuster or representitive.

Does Toyota not trust there own dealerships?

 

I wouldn't be overly concerned. This is a big ticket item (parts & labor) and most auto manufacturers require pre-approval for unusual and/or high cost repairs. My experience dealing with district reps (although none with Toyota) is they are very reasonable. If there's no evidence of the damage being caused by something hitting the front of the screen, I can't imagine there being an issue.

Good luck, and let us know how it works out.

 

well? what happened?

 

************
We bought our Prius 6/19/10, brand new. Car has less than 1300miles on it. LCD screen developed cracks last week. I was astonished when we were told it was not covered under warranty and we are looking at 5k to replace??? Same thing told to us, gotta go thru the district manager. This is a toyota problem. I am furious and feel no one from our dealer in Fredericksburg, VA is advocating for us. I believe it was a heat issue. It has been very hot here. Would appreciate feedback from you. I am going to call the district manager but Probably will get the usual hooie.

[email protected]

 

Found another option XVipers.com is salvaging 2010s - I think he said a salvaged NAV is around $1000...

 

LCDs can crack with heat and cold. Temperature variation is what does it. This is not unique to Toyota screens. I would compile some evidence that the screens are capable of cracking under temperature stress, and show it to the guy. I think Toyota uses a Denso unit, which in turn uses a Hitachi screen. So the more specific the info the better.

If you are stuck with the bill, then I would drive to a different Toyota dealership outside of that guy's jurisdiction, and try again. If that doesn't work then ask a friend that is good with electronics to switch the LCD panel out. Should take 30seconds once the case is opened, probably 10 minutes total. If you can find a screen only, that would be the cheapest way.

 

woneyeofca,
If I were you, I would be as angry as you are right now.
This is no way to treat a customer while the vehicle is well within warranty.
Unless Toyota rep can show any physical evidence of abuse, they have no case in denying the warranty work. You're retired, and I assume you should have plenty of time. If I were you, I would take the dealer and Toyota to small claim court (asking for $3000! - the limit of small claim). We are all rooting for you here. At least I am.

Once you got the money, find a salvage unit, and have someone replace the LCD screen. It should not be that difficult once the case is opened.

 

also complain to the BBB

 

I would think if all else failed, your insurance company would cover it as comprehensive. All you have to tell them is that you hit a pothole and the screen cracked. Telling them it just appeared cracked one morning might be kind of suspicious, even if it is the truth. lol After paying your deductible, you are good to go. It sure beats waiting for weeks on Toyota to tell you no.

 

How about contacting your local TV station for a (consumer advocate or "on-your-side" type of) story on your dealer's and Toyota's lack of response to your problem. You'd think they both would want to do all they could to fix it to your satisfaction considering all the bad press they've had this last 6-12 months .

 

IMO first rat out the dealer. Enquiring minds want to know. Second, file a complaint with your state or county Consumer Affairs office against the dealer & Toyota.

Sounds like your dealer & Toyota managed to hire GM's cast-offs.