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Dealership Issues - Recall Woes

Discussion in 'Gen 3 Prius Care, Maintenance & Troubleshooting' started by PixelRogue, May 23, 2014.

  1. PixelRogue

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    2010 Prius V (Gen III)

    Summary
    Took the vehicle in for a software update recall. Dealership accidentally fried something in the car, and we are now in our THIRD WEEK still waiting on the part. Dealership provided shop car during the down time.

    Personal Take
    Personally not upset w/the fact that something happened by accident during the software update; instructions were apparently in Spanish and the tech proceeded not understanding those instructions. Shouldn't have happened, but life isn't perfect. I've been professional, patient, super nice, only checking in once a week.... showed signs of impatience in the last visit.

    Real Issues

    THREE WEEKS and part is not yet available. Is this normal?

    • Service sales person initially positioned the issue as 'another' recall that was not known until software had been updated. Tech, though, was refreshingly honest and apologized for the error. (honestly truly appreciated).

    • Service sales person and service manager are stating an ECU (Engine Control Unit) is what fried. When eventually looking into an ECU, discovered there were over a dozen different types, so called parts to determine 'which' ECU, to which I was told there was no ECU ordered. Part that was ordered was a "Power Control Module" also known as "Body Control Unit) ~ power manager control computer.

    • Initial calls stated the part required a "Manual Release" which is why the part was not yet shipped. Later the service manager states a manual release is nothing, just requires the VIN.??

    • Service manager now states they have escalated the situation as high as they can go (known as TNT?) and there is nothing anyone can do but wait.

    Next Steps
    • What options exist beyond 'waiting'?
    • What is a reasonable next progression in course of action to resolve.
    • What options exist to turn up pressure to resolve if needed?
    • Is this wait reasonable, just sit quiet and wait?
     
  2. mrbigh

    mrbigh Prius Absolutum Dominium

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    I hope you are not in the Long Island, NY area because there are some very incompetent Prius repair techs.
    One way to escalate your concerns is to get in contact with Toyo Customer Care and if you are lucky, the region Field Service Supervisor, this is the last tier before Engineering dept in Japan.
     
  3. JC91006

    JC91006 Senior Member

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    You can look up the lemon laws in your state. They may have exceeded the time frame limits for a car being serviced. you can probably get another car

    SM-N900P ?
     
  4. PixelRogue

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    Purchased vehicle second hand from dealership as Toyota Certified in 2010.

    Anyone know how big of a deal a Power Control Module is, both in terms of availability and installation?
     
  5. Former Member 68813

    Former Member 68813 Senior Member

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    2010 doesn't qualify for lemon law for obvious reasons. If time is an essence, maybe you can buy one used one cheaply?
     
  6. PixelRogue

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    Right - my question is more for some dealership inside knowledge. Understand terms such as 'tnt' and the escalation channel... options that may exist in this situation (w/the service department or dealership) that are not being offered etc.
     
  7. The Electric Me

    The Electric Me Go Speed Go!

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    I guess I applaud your patience thus far.

    I don't know if I would of been as patient or as nice for as long as you have been.

    If I found out my car had been "fried" because a tech proceeded trying to execute an important update using instructions in Spanish?--without knowing Spanish?

    That "becomes" an accident...but is born entirely out of unacceptable incompetency. This is a MAJOR recall affecting huge amounts of Toyota Prius...and the recall has been happening for a while now. There is no excuse IMO for a tech "guessing" on how to execute the update.

    Civility however is always good.

    The problem I think with being stuck with a dealership that has demonstrated incompetency in handling a situation is that you end up with a poor dealership that has been incompetent being the same entity trying to fix the mess they originally created.

    At this point I think I'd call Toyota Care...get a case started. I think approaching a month without resolution is far too long. In an age of over night shipping along with computers...why you have had to wait 3 weeks for a part is IMO ridiculous.

    I don't know if calling Toyota Customer Care will really help, my dealings with them have been disappointing. But I think your situation as it has unfolded thus far has been a poor demonstration in not only customer service but also simple real service to your vehicle. Getting a 3rd party involved representing Toyota might help...and at least it would send the message to both Toyota and The Dealership that you are dissatisfied with your situation. This is also simply a step by step process you can follow....dissatisfaction demonstrated in a civil manner.

    Good Luck.
     
  8. tach18k

    tach18k Member

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    You can talk to the dealer and be sure to mention Social Media and Lawyers, write them a nice letter to the general manager of the dealership, be sure to send copies to Toyota in Torrance California.
     
  9. KK6PD

    KK6PD _ . _ . / _ _ . _

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    Hopefully they have gotten you a loaner car! If you have to wait for parts, and it's under warranty, just be patient. Or take the car to another dealer!
     
  10. Bingee

    Bingee Member

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    The good news is they have given you a loaner , demand it's a Prius if it's not ,, the bad news is
    Parts are parts , and what I've read Toyota is behind with replacements ... Yes 3 weeks is long time
    In so much as parts are in short supply , not much you can do ,,,, doesn't help you but,
    Think of the Millions of GM owners driving in cars with possible death issues , waiting for
    Months , with no free loaners
     
  11. kenmce

    kenmce High Voltage Member

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    They may have meant it in a more generic sense, as an "electronic control unit", which is a generic way to call any of these little boxes.
     
  12. Feri

    Feri Active Member

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    A number of ECUs were fried when Australian dealers first started the upgrade. I know that techs had to go for special training to avoid this. I believe they also rewrote the software. My recall was delayed for several weeks for this to happen. All is well at the moment.