Are Toyota Diagnostic Readings "Proprietary Info" That Paying Customers Are Not Entitled to?

Sounds like BS (or the service advisor is wrong), if you are paying for codes, then you should get the codes (DTCs).

Another reason to call corp and ask if their "proprietary info" position is correct or not, as I've never heard of that excuse before.

Makes me wonder if they did anything at all, besides clearing codes and attempting to extort $330.

 

I'd argue vigorously that the shop is not entitled to their (overpriced??) $330 diagnostic fee until they turn over that printout.

 

Just get Dr Prius and an OBD tool and find out the codes.

 

Actually guys, the codes do not have to be provided to the consumer. Got that word straight from the service rep in regards to a situation just like this. This is the Chicago Region - but don't see why it would be any different anywhere else. (Unless in the South, which is completely separate from Toyota on just about everything)

{edit}
I might add that our GM side of the dealership was the same way....

{2nd edit}
Just got word from my son that Honda is the same way as well.

That being said, I know we've given the codes before. I think it probably all depends on the situation. I mean, if the dealership reads the codes, what's to prevent the customer from just taking those to another independent shop?

My best advice here is not to play the *a$$* card when talking to the guys at the dealership. lol
Your more likely to get what you need by being nice about it...

I think some good advice that also needs to be brought up here is that calling regional on them isn't exactly a wise thing to do either unless ABSOLUTELY necessary. Let's just put it this way. It's not wise to p*** off those who handle your money or your food. Same can be said of those who work on your car.

 

Also, customers are not required to accept that policy, nor ever return for additional business, nor provide positive reviews of that business.

What of it?

Yes, it depends on the situation. If the business provided the diagnosis as a free courtesy, then sure. But if it charged full labor rates on book time, $330 in this case, then it already has its full due compensation for that step. The customer has no form of obligation or even expectation to have the work done at the same business, if at all.

 

Hey Fuz, I totally agree with you on both points. I only replied just to let you all know.

 

Agreed, at $330 this was clearly not a loss-leader transaction.

 

I'd refuse to pay $330. If it's under warranty then they inspect/fix under warranty and make it clear that there is no payment involved in the transaction unless it is covered under warranty, in which case Toyota pays the stealership, not me... The service writer has to agree to those terms and clearly state them in the work order before I'd hand over my key.

 

On the contrary, it’s clear that Toyota expects dealers, if they choose, to provide information from the Techstream diagnostic software to customers: the software can produce a “Customer Health Check Report,” which includes diagnostic trouble codes (DTCs), for this very purpose.

For a regular-production vehicle, I can’t imagine what information in a Techstream display or report would be confidential. Toyota has agreed to make their repair information and diagnostic tools available to third parties, who can obtain—without any promises of secrecy—not only the Techstream software but also the Repair Manual (more info) series, which explains the DTCs, Data List items, and so on.

No, not unless you and the dealer agreed beforehand that they would. It wouldn’t surprise me if the technician didn’t save or print the information from the relevant Data List page, if he or she even accessed it at all—and indeed, this could be the actual reason the dealer is reluctant to provide it now.

Remember, in Toyota’s servicing strategy, if there are no current or pending DTCs related to the hybrid battery, it’s assumed to be healthy. Neither the Repair Manual nor (as far as I know) any other published documentation provides enough information to assess the battery independently of the car’s self-diagnostic capabilities.

That’s probably true, in the sense that there may be no statute or regulation giving a customer the right to insist on certain information just because a diagnostic fee was charged. This doesn’t imply that dealers are prohibited from providing such information, nor that they would be excused from a promise to do so.

I think the lesson here is to ask for what you want ahead of time, when you have the bargaining power.

 

I can speak on behalf of what shops must endure since I used to work for a dealer as an ASE certified mechanic: Most often what happens when a customer asks for what you have asked for is this: The customer is going to attempt and fail a dubious repair then hold them to their quote, yet the job will be complicated by your failed attempt. In the end they will have to replace far more than originally quoted, but this can only be realized after the repair has begun, and you'll never consent to the additional parts and labor needed to uncover the problems you've created. In the end you'll demand to take the car out of their dealer, never pay them, and they can't return installed electrical parts. Then the nonpaying 'cuatomer' will bash their online reputation and call corporate. If I were them I'd flag your account and turn you away forever after.

 

BTW: they prob charged you a higher than standard diagnostic fee because a $125 fee is low and the shop anticipated getting the job to make up for the 1.5h diagnostic workup. But with you, well they know you're not coming back. At least they hope not.

Bash me all you like for this but it's the truth.

 

Most often a customer is punted around the reps is because they're hard to deal with. I just say I have to go to the bathroom and excuse myself.