Toyota Approved Used Cars

Annando

We just got a 18 months old Yaris from the Toyota authorised dealership in Chichester.
Before we handed in the cash all was well, as soon as we put down the deposit they seemed to loose interest in us...
We went to collect the car this afternoon, they handed us the car documents etc... my husband couldn't find the user's manual so asked where it was, he was told that it was in the glove compartment. Arrived back home, checked the glove compartment, there was only a leaflet called brief guide.
Called the dealership and asked where the manual was, got the same reply as before, so explained we could only find a leaflet...well aparently that was it!!!!
According to them you only get the user's manual with new cars, not with used cars, so why the hell bother to buy from an approved dealership???? We could get a user's manual but we would have to order it and pay for it (obviously!!!).
This was on top of the fact that they "made a mistake" on the VED and charged us £105 instaed of £85 and wouldn't give us back the money, brushed us off with a "next time you are in town we will fill your petrol tank..."

Does anyone know if there is some kind of legal requirement for the car to be sold with the user's manual? I mean you buy a £7500 machine and you are not sure what all the buttons do??????

I'd appreciate any input / insight into how we could get a user's manual and what we could do to resolve this matter, particularly with Toyota.

Cheers!

webmasterpolo

I would contact toyota direct, their line of used cars don't come with manuals is rubbish.

I am sure Toyota will send you as a manual free of charge when you explain the situation, they will also hopefully apply pressure to the dealer to refund you what they owe.

I would name and shame the dealer to all you know now and in the future and recommend people stay away.

-Web.

Annando

Have already started first thing this morning, got 0845 number from their website...Club Toyota not much help, sent me back to dealership saying each dealer had its own rules etc..., so I asked them why should I pay more by buying a car from Toyota dealership? Oh...we offer a guarantee, which "Swiss Tony from around the corner" wouldn't. I asked for Toyota's HQ general number, she was a bit reluctant to give it, but got it in the end.
Only open @ 9, so making time.

pennies2pounds_3

You should get a manual with yours , but to be honest I checked all that before I bought my 53 plate Corolla . You should have no problem getting one either as Toyota are one of the best.

Annando

Just spoke to Toyota Customer relations. If the car doesn't come with one than they don't supply one, but the dealership should provide one if requested, which we obviously did!
I explained to them that my main worry was not knowing what the different buttons did and causing an accident or causing the car to malfunction, they said I should go back to the dealership (the one who wouldn't give us the time of day after we handed the money!) and ask them to explain what different functions were. Not good enough for me I replied as I need a hard copy to be able to read and remember.
I was a bit sneaky, next I told them that if anything should happen and I caused an accident than Toyota would be liable because they didn't provide me with a manual... NO NO NO, absolutely not, you didn't buy the car from Toyota, you bought from the dealership, we have nothing to do with them... I really don't get this, if they are Toyota approved dealers shouldn't they conform to some code of practice?
Off to send letters of complaint to dealership and head office.

Nile

Hello Annando


I'm very surprised that you've been treated so badly by a Toyota dealer and the Toyota customer service department. I became a Toyota customer many years ago, initially because of their high rating in the JD Powers Customer Satisfaction Survey.

Toyota pride themselves on their customer service. I would suggest that you give them another chance and contact the customer service department again. This time, ask to (insist) speak to a manager. Explain that you've wasted petrol and time/money on visits and calls to Toyota already.

I will be surprised if they are unhelpful again. If the need arises, inform the manager of this site and that thousands of members and users are reading this story and we will be interested in the Toyota experience.

If that doesn't get the satisfaction you expect, inform him/her that you'll be sending your story to the BBC Watchdog programme.

I hope this story has a happy ending for you.

Kind Regards

Nile

Annando

Hi Nile,

Followed your advice, they said the owner's manual would be in the post, this was yesterday, called today to confirm they said they mailed it by 2nd class post...
Keeping my fingers crossed, otherwise...

hjb123

It will probably get lost in the post!!!

Annando

If it does should I hold that against Toyota or Royal Mail I wonder?

hjb123

Well I can guess that Toyota will tell you to hold it against Royal Mail and Royal Mail will tell you to hold it against Toyota!!

Nile

Annando wrote:

Hi Nile,

Followed your advice, they said the owner's manual would be in the post, this was yesterday, called today to confirm they said they mailed it by 2nd class post...
Keeping my fingers crossed, otherwise...

Hello Annando

I hope you'll let us know when the manual arrives.

I'm pleased that you've had a better response from Toyota. I'm not connected to them, just a satisfied customer.

Kind Regards

Nile