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Fault Reporting, Hey Prius Team

Discussion in 'Prime Care, Maintenance and Troubleshooting' started by crewdog, May 3, 2017.

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  1. crewdog

    crewdog Acting Ensign Prius Prime

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    Hey @Prius Team:

    Just returned from dealer to try and get a fix on why communication module in 6 month old Prius Prime is inop.

    They inquired of the Toyota District Technical Support and were told there is no service bulletin.

    They told me that there is no way for the dealer to raise the response level UNTIL TOYOTA NATIONAL TECH SUPPORT ISSUES A TECHNICAL BULLETIN, AND THAT THERE IS NO WAY FOR THE DEALER OR THE DISTRICT TO MAKE TOYOTA AWARE OF A NEW FAULT.

    So here I am.

    My big complaint is not the module, but that a too-rigid technical command structure will not allow for fault reporting.

    I'll be calling the 800 number soon, as well as purchasing some Toyota Stock to work through Investor Relations.

    Just thought you'd like to know.

    Bill
     
    #1 crewdog, May 3, 2017
    Last edited by a moderator: May 3, 2017
    bisco, priuscatprimeguy, Mendel Leisk and 1 other person like this.
  2. Mendel Leisk

    Mendel Leisk Senior Member

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    Yeah that makes no sense. Do you have the caps-lock bit in writing?

    A lot of times these days, you'll hear "offical" statements, and to be kind, the best you can say about them is that they're grammatically correct, lol.
     
    #2 Mendel Leisk, May 3, 2017
  3. crewdog

    crewdog Acting Ensign Prius Prime

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    No, don't have the caps lock in writing, but our family has been buying Toyotas from this dealer for many years, and know the owner and salesman personally.

    Just got off the phone with Toyota Customer Care, and I do have a case number, and am told a Case Manager will call me back within 24 hours.
     
    #3 crewdog, May 3, 2017
    Mendel Leisk and priuscatprimeguy like this.
  4. jburke313

    jburke313 Member

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    Following... My three week old PP has the exact same issue and my appointment is next week. I too have a case number but I am sure nobody will be calling me as they told me to setup an appointment to "resolve" it - LOL. Crazy to think they cannot resolve an issue because of a bureaucratic system.. especially when it is a brand new car. UGH
     
    #4 jburke313, May 3, 2017
  5. Steve Lee

    Steve Lee Member

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    Can you describe a bit more on the issue?
     
    #5 Steve Lee, May 3, 2017
  6. crewdog

    crewdog Acting Ensign Prius Prime

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    Try altering your case to make it an issue with the dealer; that seems to get their dander up more than a user/tech support issue.

    I pressed the number to complain about the dealer on the menu, and told operator I would be glad to be first person to volunteer for a faulty communication module, and asked for a supervisor.

    I will certainly mention the other Primes with the same issue when Case Manager calls back.
     
    #6 crewdog, May 3, 2017
  7. crewdog

    crewdog Acting Ensign Prius Prime

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    #7 crewdog, May 3, 2017
  8. priuscatprimeguy

    priuscatprimeguy Senior Member

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    It seems to be an East Coast issue, the Toyota Safety Connect is down
     
    #8 priuscatprimeguy, May 3, 2017
  9. Tom_06

    Tom_06 Active Member

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    I see we have someone in Georgia and another person in MA with the problem, but I just checked mine in Delaware and it is working. So it seems to be a bit more complicated than just east coast. I would think if the system was down that Toyotas of all flavors all the way back to 2010 would have the problem and the dealers would be more than aware of it.
     
    #9 Tom_06, May 3, 2017
  10. priuscatprimeguy

    priuscatprimeguy Senior Member

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    and Florida, Connecticut,and Northern Virginia, and I agree why only Primes?
     
    #10 priuscatprimeguy, May 3, 2017
  11. crewdog

    crewdog Acting Ensign Prius Prime

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    It could be the manufacturer of the communication modules; sort of like Takata and air bags.
     
    #11 crewdog, May 3, 2017
  12. priuscatprimeguy

    priuscatprimeguy Senior Member

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    ok, well then why only on east coast states?
     
    #12 priuscatprimeguy, May 3, 2017
  13. crewdog

    crewdog Acting Ensign Prius Prime

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    East coast;

    different production run?
    Someone's bad day?
    Skynet wakes up with gas?
    It would be interesting to compare VINs on affected vehicles; my last 5 are 00364
     
    #13 crewdog, May 3, 2017
  14. Lee Jay

    Lee Jay Senior Member

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    So, Safety Connect - an emergency service - has a wide-spread outage.

    Reminds me of Professor Kingsfield.
     
    #14 Lee Jay, May 3, 2017
  15. I'mJp

    I'mJp Senior Member

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    So isn't safety connect a cellular service ?
    Wouldn't that make it subject to availability to cell tower leases, and network providers ?
    Availability and bandwidth agreements.

    Seems to me that Toyota bought the cheapest they could find.

    Of course it could very from region to region, depending on the contract.
     
    #15 I'mJp, May 3, 2017
  16. Sam Spade

    Sam Spade Senior Member

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    What I would like to know is:
    Just exactly what are you talking about ??

    If a part has failed they are obliged to FIX IT.
    They are not responsible for analyzing the failure......for you or anybody else.
    If they are not seeing a lot of those parts fail, indeed THEY don't really care why either.

    Or am I misunderstanding what you are asking for ??

    IF as you indicated in a later post, this issue has been discussed in a previous thread, splitting off part of the discussion in a new thread accomplishes NOTHING useful and just causes people to ask for details.......which are already available in THAT thread. Better to keep everything together.

    P.S. And what makes you think that any "Prius Team" ever reads anything posted here ??
     
    #16 Sam Spade, May 3, 2017
    Last edited: May 3, 2017
  17. crewdog

    crewdog Acting Ensign Prius Prime

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    I was thinking of Yul Brenner in The King and I; "It's a Puzzlement"
     
    #17 crewdog, May 3, 2017
  18. crewdog

    crewdog Acting Ensign Prius Prime

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    The communications module has failed.

    The dealer is unable to fix or diagnose due to byzantine chain of information flow between dealer, district and Toyota national tech support.

    Vehicle is still so new that procedures have not been written, much less promulgated to districts and dealers.

    I, and the others with same problem, are the test cases.

    This is the automotive repair equvalent of asking one's grandkids to set up a new wifi router.
     
    #18 crewdog, May 3, 2017
  19. Tideland Prius

    Tideland Prius Moderator of the North
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    @crewdog fixed your post so that the proper tag shows up for Prius Team.
     
    #19 Tideland Prius, May 3, 2017
  20. Sam Spade

    Sam Spade Senior Member

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    Seems simple to me.
    Replace the damn thing.
    What am I missing ???

    Leave it with them until it is fixed and get a good loaner until it is done.
    Don't trouble yourself with Toyota's internal problems.
     
    #20 Sam Spade, May 3, 2017
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