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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

  2. #21
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    gem_guy's Avatar
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    Default

    Good Job..
    Now will someone write a mail to Honda Atlas, and suggest them to reduce their prices and deliver periods??
    RX-7? An RX-7? Really? I hope you know it's just a sports car with a washing machine under the hood.

  3. #22
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    Default

    @GG
    Honda is still syaing 4 months for their Prosmatec ? :s what about M/T ? and how are the sunroof models delivery...?

    Prices, well - they did something about their motorcycle(s) and Honda City (high end version); civic is next, dont you think Insha Allah!

    @mics
    Best of lcuk buddy! (Y) Congrats on your efforts and spirit...! ...well spirit is the wrong word here grammaticaly but heck, I guess you get my point!

    @storm
    Youve purchased from Toyota Capital/Indus before? & how do you know all these people...!
    What good is a Genius without the Human aspect?

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    Default

    @storm
    Maybe you also know Sir Yusuf of Honda (I think hes Chairman) ; why dont you advise him to lower the 1.5M rs down to around maybe 1.375 or something!
    What good is a Genius without the Human aspect?

  5. #24
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    Default

    @mics420 buddy next time u come over there just pop over next door 2 modrenway office and ask for Omar Will go with yaa and sort it out know amir awan since a kid since toyota capital waz pionner motors i do admit they are one clumsy guys and real crap but as storm said amir does looks into things himself just ahve 2 manvour around him I just shrink his clothes if he irttates me!!!!
    BUG ME AND I WILL CRASH INTO U!

  6. #25
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    Default

    your language is too decent for motivating a Pakistan manager.. get a little abusive!!

  7. #26
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    Default

    Hi everybody,

    First of thanks for the support and suggestions. Its nice to know that many friends have offered their personal supports through contacts and friendships. I am thankful to all of them.

    The problems I have mentioned are small and can be addressed by requesting the staff present at the workshop. But my point is that why do we (Cutomers) need to ensure that work is all done and everything is fine. Its the responsibility of the workshop. They should feel the responsibility and must ensure that all work done is upto the required standard. There should be some documentation and also Quality control or Quality assurance before the vehicle is delivered to the customer.

    These problems are very common in Pakistan workshops because here very few people demand quality work.

    In other countries whenever a car is inducted for repair / maintenance (even for oil change) the workshop covers its seats and floor with disposable paper or plastic covers. Because if there is a black mark on the seat cover, the customer will ask for new one.

    I hope that workshops in our country will become better. Last month I got tyres and rims changed from Toyota Walton and found there facility a little bit better than what we have here in Islamabad.
    Drive safe, life is precious

  8. #27
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    Now a days its a service based industry and the manufacturers want to enter into a long term relationship with the consumers for after sale services and profits; the main reason behind reducing the quality of products in the first place. But here the quality is too poor and even the after sale service is pathetic so if this is properly communicted to the company's head office I think that there will be some response on case to case basis.

    Cheers!
    Perfect Male...

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