Toyota Corporate Field Technical Service Agent (FTS)

Hi All,
I have a doosey for you guys and gals, I was blown away today by the process to get some warranty work done; AND IT IS RIDICULOUS!

-Took my 19 Tundra with 863 miles to an appointment on 5/25/19 to have the tailpipe adjusted (it is almost touching the paint), a sharp piece of plastic molding on the steering wheel that catches my thumb and a headliner that has come apart from the Bluetooth microphone.
Service advisor looks at it all and says he will have to get approval from Corporate FTS prior to any work and he will call me on 5/27/19.
-5/31/19, I get no call back so I call the service advisor and she states we are waiting for FTS approval and will call you tomorrow.
-6/9/19, I get no call back so I call service manager and he states the FTS has five states to cover and is busy person. We review my three concerns and I say "you need to talk to Toyota corporate to do a few hundred dollars in work"? He says yes. I think "that is the saddest thing I ever heard, a Manager that can't approve a sub-$500 expense.

Anyway, we will wait for the FTS to see the truck. YES, I HAVE TO TAKE IT BACK TO DEALER FOR THE FTS TO APPROVE WARRANTY WHEN IT WORKS FOR HE/SHE'S SCHEDULE. THEN, TAKE IT BACK WHEN THE PARTS ARE IN TO GET FIXED!

Oui to the Vee! This must be some of that "Lean process" that "Toyoda" perfected and we learned in college 20 years ago.

All I wanted was the darned tailpipe adjusted so I can put the TRD chrome tip on. The others 2 concerns I can fix at home with a file and super glue.

Bear

 

Wow! That is ridiculous!

bumper to bumper warranty, should be done no question asked!

 

Doesn't make any sense man. Is there another dealer in your area? Maybe give corporate a call(s) and let them know what a hassle this has been for you....

 

My headliner was coming down near the overhead console and I called the dealer, they had me come in to see it, ordered the new headliner and called me a few days later to replace. Service Manager was most eager to make sure I was satisfied and didn't have to get approval from a Corporate field person. Actually, the new one was coming down in the same place, went right back when I noticed and it turned out to be an adjustment on the placement of the console overhead that houses the map lights and sunroof controls. They corrected the problem and I have not had an issue since. Sounds like the dealer needs a little more pressure on them!!

 

Go to a different dealer.

 

This.

Amd file a bbb complaint on the first dealer and on Toyota regional.

 

Put a jack under the tail pipe about a foot or 2 back and stick a long tube (jack stand handle) in the pipe and press down on the pipe a few times. You will do a better repair job than the dealer!

 

I would never go back again.
Never had to have an approval for my Tacoma when it went into limp mode.
I had it towed in, they gave me a loaner and I was back a day later to get it.

 

Don't do this.

Here is what you do: loosen the clamp near the mid-section (close to muffler), position the tailpipe to position you want and then tighten loosen clamp.

 

Ya... thats a dealer issue. Change dealers... and fast. I have had several things replaced on my 17, just because the warranty is almost up. all approved in the same day. Hell they warrantied my front hood cowling that I probably broke the clip myself.

 

Perhaps the service advisor/manager is new and wasn’t aware what he does or doesn’t have authority to approve. Regardless, you have every right to be upset and can’t blame you for being so.

 

Post the dealers name and service managers name here so we know who to avoid.

 

I would talk to another dealer if that's an option. Sounds like your current dealer doesn't want to help you out. And the field agent thing sounds like a load of BS. I went in at 57k to assess my cam tower leaks and within 2 hours the work was totally approved, parts were ordered and a loaner vehicle was reserved for me. No need for a "field agent" or an "I'll call you in a few days."

 

I received a second call back on 6/6 and was told the exhaust is indeed notched and can't be adjusted without going aftermarket.
They did get warranty approval to do the headliner and will buff the steering wheel a bit to soften the edge.
All in all, I am happy.
I buy new every other year while under warranty and will just leave the headliner.

Bear

 

I got the same treatment some time back from a dealer I've been to for YEARS.

I finally went Toyota Customer Service and another dealer. Had my issue fixed immediately.

Since I quit going there, I've noticed the service manager is gone and most of the service department.