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Thread: A letter to Toyota

  1. #1
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    Default A letter to Toyota

    Marianne Haider
    Manager Customer Relations
    Indus Motor Company Limited
    Plot No. N.W.Z/1/P-1,
    Port Qasim Authority, Karachi, Pakistan.

    and

    Toyota Capital Motors
    Plot No 394, Potohar Road
    Sector I-9, Islamabad

    Dear Sir / Madam

    UNSATISFACTORY REPAIR PROCEDURES

    1. Recently my car Toyota Corolla 2.0D Saloon (XXX XXXX) was involved in a road accident. The rear end of the car was damaged. The car was with Toyota Capital Motors for repair from 11 to 15 2007. Despite being the representatives of Indus Motor Company, Toyota Capital Motors has one of the worst repair and service facility. Following points were observed with great concern, which undermines the capability of this organization.

    (a) The body and paint shop of Toyota Capital Motors is situated in an under construction building. There are no doors and windows and facility is full of dust. The paint shop is also very dusty and workers are seen painting body parts in open areas in dusty environment.

    (b) The telephone numbers installed (051-4431711 and 051-4431620) were unserviceable from 11 to 15 June. The operator attending the telephone number installed at main office (111-142-142) was insistent that above mentioned numbers were working and he could not verify that either my vehicle is ready or not.

    (c) I was promised that car will be delivered after necessary repairs on 14 June 2007 at 5 pm. Keeping a safe margin I went to the workshop on 15 June 2007 at about 3 pm. Rear right mud flap was broken in the accident and was to be replaced and painted as per initial survey made by the workshop. However it was not replaced and broken mud flap was still there dangling with the body. On me request again it was replaced and painted at the moment and I have huge concerns about the quality of paint job carried out on instant basis.

    (d) I took the delivery of the car and after driving for a few kms I realized that it’s right rear light assembly was not working. I checked the light and to my horror the entire rare light assembly did not have any wiring. I went back to the workshop at about 5:30 pm and showed the car to Mr. Azkar. He said that all the people have gone and it is not possible to find the wiring assembly. He advised me to come again next day. As I do not live in Islamabad, I came back to city XXX and I am still driving my car without rear right light assembly working. This is a serious driving hazard but I have no option but to wait till my next visit to Islamabad.

    2. All the above-mentioned points are small irritants and can be addressed with good management and supervision. It is requested that Toyota Capital Motors should try to improve their working procedures and environment so as to boost customers’ confidence in their ability. I hope that you will take necessary measures to improve the existing situation.


    Yours Sincerely


    Mics420

    I think they will not reply. Lets wait and see.
    Drive safe, life is precious

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    Default

    Good luck(y)
    Even if you are on the right track, you will get run over if you just sit there.

  3. #3
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    Default

    GoOD LucK......tHaTS The SpiRIT.
    Toyota AE86 (????) for life...

    Engine on Fire...Intercooler on Rescue..

  4. #4
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    Default

    I have already experienced the same situation and I must tell you that people at Toyota customer’s relations do care about letters mails like these.

    Just to help you a bit I would recommend you to go through one of my thread regarding my complaint available at Pakwheels.

    I would also recommend you to e mail your letter to following addresses.

    Parvez Ghias
    Parvez.Ghias@toyota-indus.com

    Saad Hussain Shah
    saad.husain@toyota-indus.com


    Marianne Haider
    Manager Customer Relations
    Direct. (021) 4756243
    Cell. (0300) 8235586
    marianne.haider@toyota-indus.com


    Here you go with the last message which I received from Mr. Pervez Ghias when the dispute was resolved and amount claimed was paid.


    Dear Mr. Khawas

    Your candid feedback is very valuable to us. I am sorry you were inconvenienced but feel good that an amicable solution was reached.

    Best regards.

    Parvez Ghias

    Marianne and Mustafah, thank you for your intervention and help. PG

  5. #5
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    Default

    @ khawas

    Thanks for the suggestions.
    Drive safe, life is precious

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    Default

    Toyota Capital is owned by Naeem Awan, brother of Sardar Awan, owner of Toyota Islamabad. you must have heard that Toyota Islamabad customers often face such difficlties and my father was once one of them. the GM and son of Safdar wrote back rather foolishly showing lack of knowledge regarding cars. the matter was settled and the money returned only after abu wrote to Toyota Indus Port Qasim . . .

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    Default

    wat r u waitin for?? Mail it already!

  8. #8
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    Default

    So Awan brothers are enjoying monopoly in Islamabd and ripping the customers. I think we should have more dealerships and service centre franchise in Islamabad.
    Drive safe, life is precious

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    @mics420
    nowadays amir is running that workshop but he is out of the country at the moment. what i will suggest is that on your next trip to ISB you go to the 2nd floor and speak to him directly in his office, please feel free to give him my name as a refferecne and tell him that you are an old friend of mine and I told you to speak to him about these matters. I can assure you he WILL rectify these problems for you.

    if you are still not satisfied, please shoot off an email to me with the remaining (and new) issues and i'll speak to him myself.
    1. A car is only worth what someone is willing to pay for it, 2. Resale wont save your life in an accident, 3. Genius has limits, stupidity has none, 4. Never argue with an idiot, they will bring you down to their level & beat you with experience, 5. Growing old beats the alternative -- dying young! 6. انّا للہ و انّا الیہ راجعون

  10. #10
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    @ storm

    Thank you Sameer for the help. I think they will solve all the problems on my next visit, but I am very irritated with the casual attitude and neglignce of the staff working here. Anyways I will talk to Amir and will give him some suggestions. Thanks once again for the help.
    Drive safe, life is precious

  11. #11
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    @mics420
    anytime, that's why were are here buddy. let me know if you need anything from my side.
    1. A car is only worth what someone is willing to pay for it, 2. Resale wont save your life in an accident, 3. Genius has limits, stupidity has none, 4. Never argue with an idiot, they will bring you down to their level & beat you with experience, 5. Growing old beats the alternative -- dying young! 6. انّا للہ و انّا الیہ راجعون

  12. #12
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    It is better to take your car to any roadside mechanic, they do better job than the so called 3S.
    Be polite on the road. Always give way to others, particularly ambulances and pedestrians.

  13. #13
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    I hope the problems get solved but i dont expect this from Toyota Dealership based on expereinces. What you have mentioned are very common problems faced by people but they dont complain or they find a Pakistani way of solving the problem, (Palm greasing of staff etc.)

    Its very good that you have raised the voice.
    Keep a cool head and wear seatbelts!

  14. #14
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    To make it more effective also send an email to some Japanese customer service contact.
    Perfect Male...

  15. #15
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    Omaqsood bhai, whose gonna read the e-mail for the Japanese officer
    Look at Pak Suzuki, one Suzuki High Official was here, he cut the ribbon and never saw at any car, one Pakistani was even crying and begging to look at his Brand New Mehran, that Japani said Thank you Thank good bye

  16. #16
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    though one'd expect little lesser from 'zuki than its competitors but generally speaking these kind of mails are fruitful, if i say 10% of the procedures followed by Federal Motors ('zuki auth. dealer) were straightened up by me then i wont be bluffing too much

    am targeting toyota rawal next year. as for the last couple of years, i got pathetic respone. even an oil/air filter change took my 3 hrs, a week or so ago. their so called QA/QC personnel fail to appear making customers wait for hrs n hrs. anyways, good to listen stories of fellow drivers and an okay sight seeing at the verge of river, best place for smoking

  17. #17
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    Robin khan we need people like you dear, Suzuki is like a dogs tail and if you straightened a good 10% of one of its curves, you have achieved your place in my heart

  18. #18
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    Does it
    "work"
    in Pakistan :s ...?
    --- Bmw is not in my blood - It's in my DNA!! --- Admin/Founder/Recruiter @ Pwcid ---

  19. #19
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    Yeah send it japan too (y)
    Even if you are on the right track, you will get run over if you just sit there.

  20. #20
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    great!
    Blood Type: R

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