Strange email, presumably from Toyota

Discussion in 'Prime Main Forum (2017-Current)' started by ziggy29, Jun 22, 2022.

  1. ziggy29

    ziggy29 Member

    Joined:
    Jun 27, 2018
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    Location:
    North Oregon Coast
    Vehicle:
    2018 Prius Prime
    Model:
    Prime Advanced
    I got this email this morning. I think it is legit since it addressed me by name, there are no attempts to get me to click questionable links, it contains details about the VIN, and it references the correct phone number:
    --

    "Our systems indicate that the VIN ([partial listing, redacted]) associated with your Entune® App Suite account may belong to another user; therefore your Prius Prime Apps have been temporarily deactivated. If you are still the owner of this vehicle, please contact the Toyota Customer Experience Center immediately at 1-800-331-4331 to reactivate your Prius Prime Apps.

    "If you feel you received this email in error, please contact the Toyota Customer Experience Center at 1-800-331-4331.

    --
    I called about this and they said it may be legit but was probably sent in error since everything looked fine. Still, I noticed this at about the same time I noticed that the app was totally borked -- no longer shows odometer reading, no longer shows any ability to manage charging or display charge level. Basically, their connected services are all screwed up right now, it seems. They did acknowledge that they were having some problems on their end with some of these services.
     
    #1 ziggy29, Jun 22, 2022
  2. schja01

    schja01 One of very few in Chicagoland

    Joined:
    Apr 22, 2005
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    Location:
    Chicagoland
    Vehicle:
    2018 Prius
    Model:
    Prime Advanced
    I think 2018 and maybe 2017 are special cases. Our "Safety Connect" also includes "Remote Connect" as one "Safety Connect" product and included the "Prime Apps" all for $80/yr. I don't think the new Toyota App can handle this at this time. I've reported it and there is an open ticket but I, like you, have no "Remote Connect" functionality. I do believe "Safety Connect" still works since as part of my initial report to Toyota they had me call Toyota via the "SOS" button and confirm that the enrollment rep could see my current location and color of the vehicle. So the car is reporting it's location properly but it's not getting to the Toyota App. If you ask me Toyota has no interest in fixing this as, like I said above, it's a special case. I hope I'm wrong. J
     
    #2 schja01, Jun 22, 2022
  3. ziggy29

    ziggy29 Member

    Joined:
    Jun 27, 2018
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    Location:
    North Oregon Coast
    Vehicle:
    2018 Prius Prime
    Model:
    Prime Advanced
    Yes. When I called, the guy said these features now require "Remote Connect" for $8 per month, but I said that nowhere does the app (or anything) indicate that there *is* a remote connect subscription available for the 2018 PP. I mentioned that and he said he could sign me up by phone right there, but I declined since I'm not sure that's even the problem and I don't really know that even exists for the 2018 PP. Maybe a future fix in the app will resolve this, but I doubt that's high on their priority list.
     
    #3 ziggy29, Jun 22, 2022
  4. schja01

    schja01 One of very few in Chicagoland

    Joined:
    Apr 22, 2005
    1,688
    1,134
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    Location:
    Chicagoland
    Vehicle:
    2018 Prius
    Model:
    Prime Advanced
    Agreed.
     
    #4 schja01, Jun 22, 2022
  5. BlueMagnet

    BlueMagnet Junior Member

    Joined:
    Jan 11, 2017
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    Location:
    San Bruno, California
    Vehicle:
    2017 Prius Prime
    Model:
    Prime Advanced
     
    #5 BlueMagnet, Jun 23, 2022
  6. BlueMagnet

    BlueMagnet Junior Member

    Joined:
    Jan 11, 2017
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    11
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    Location:
    San Bruno, California
    Vehicle:
    2017 Prius Prime
    Model:
    Prime Advanced
    Received the same email early last year. Have not been been using Entune app for awhile since have not
    been driving due to pandemic. Last year called the # as advised and they updated my contact info and verified my vin.
    Went to Entune app to make things were working ok but learned this app was obsolete and had to download Toyota app.
    With Toyota app - no data on my car was displayed - no odometer, charge status, location, etc. I contacted Toyota's brand management numerous time and they could not assist me. One agent said I needed to pay $8/month to get this data.
    I don't need remote start or safety connect but the feature I miss the most is getting email notification that charging the car is complete. I think whatever they did to "disable the Prius Prime apps" left permanent damage.

    I also think it is wrong that when you purchase a car and posted on the window sticker list is the Entune Suite and then they take it all away. Feels dishonest.
     
    #6 BlueMagnet, Jun 23, 2022
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