You could always call him out on here. That has mixed results. Perhaps he will be goaded into making a decision on your vehicle, but then again, it might not be based on any new info they are trying to get from the panels they already have in hand, and would not include any of the decisions being made higher up in the R+D chain. If he acts on his own, it will only be to allow the local shop to do with it what they will. Yours will wind up with new (not redesigned) aprons, and if and when they buckle and crack again, it will be harder to do the repair a second time.
Find out who his supervisor is. Just keep asking that particular question until you find out who he works under, and let that person know you have been out of the information loop, and would like to be updated every two weeks even if nothing has changed.
Hopefully that gets you the results you want without any unwanted side effects.
Good luck Steve you have been with this project for a while, and are kind of a pilot project for some of the rest of us. I have done enough "beta testing" for one lifetime with this unit, I will get some more popcorn and watch the show.
Well, it's now going on two months since I met with Toyota's rep, Rob Stettler, for an inspection and evaluation of the cracks in my FJ.
The meeting with him concluded with a promise that either he or someone from Toyota would be contacting me with two weeks for a decision on what further action would be taken.
It has now gotten to the point where I'm more concerned (and frustrated) about Mr. Stettler's total absence of acknowledgement, than the problem with the inner fender cracking itself.
I suppose I could call Toyota's main customer service "hot line," but there's the inevitable assumption that they'd refer me right back to the Toyota representative who was handling my case to begin with . . . . the elusive Mr. Stettler.
Any suggestions as to where I should proceed??
My bet is the Legal Department at Toyota Corporate has advised Mr. Stettler and other representatives to withhold any communication (even if Mr. Stettler's intentions are honorable) until Toyota decides would the official response will be. I just hope the official response is not silence.
Even though the fender rip issue is in a league of its own, many of us had case numbers assigned when we requested Toyota advise us on how to get a Toyota authorized fix for making ATRAC and the rear locker to work together. Toyota changed the production line to make both features operate concurrently after November 1, 2006. To my knowledge no one with a case number has ever been contacted or received a response.
You are correct in that Toyota is leaving us with a poor perception. They seem to be saying "we sold you a vehicle, we have your money, forums provide free market feedback, and we can make changes to future production." Then we can sell future customers vehicles and take their money. If Toyota is listening, it is time to step up with the "total satisfaction" part of your slogan. The existing FJ Cruiser owners are your best advertising for future sales too.
__________________
“Kansas Law Dog” for admiration of “Tombstone”, the movie, and the legend of Wyatt Earp
This is very sad and has made me worry a lot. Worry so much for so long that I have decided to change my tune to forget about it and just have fun with it while I have it. For all I know Toyota is going to come out with a 4 door in a few years and I'm gonna want to trade this up for that.
__________________
Donahoe Front Coilovers w/Total Chaos UCA's
ToyTec Rear Springs w/Donahoe Shocks
285/75 BFG AT's on Pro Comp 7089's
Demello Sliders
Garmin GPS
Dozens of phone messages were left with Mr. Stettler in attempt to contact him for follow-up information . . . . any information. Yet, not one phone call has ever been returned. Nor has any word from Toyota come my way, and my dealership is still in the dark as to what action to take.
You've done more than you should have to do, and his failure to communicate with you is inexcusable and unprofessional. It may be that he has been ordered not to, who knows? In that case the unprofessionalism just extends upward, and that's usually the way of it.
At this point I would consult with an attourney who can research your rights and options, and then draft a letter to the dealer and the company. It shouldn't cost you more than a couple of hundred. It's amazing what communication from a lawyer will do to change people's attitudes. Hopefully you have documented your correspondence and his promises.
__________________
Black Cherry
+Goodies
Stock for now
Maybe Toyota will come up with a cure, and once this is all behind us, the adversity of it all will serve to increase our love for our rigs and bring us all closer together; sorta like Jag owners in the pre-Chrysler era.
I think you mean in the pre -FORD era ...
__________________
" I'm not aware of too many things, but I know what I know, if you know what I mean..."
"Your enthusiasm for the subject borders on the interesting..."
My bet is the Legal Department at Toyota Corporate has advised Mr. Stettler and other representatives to withhold any communication (even if Mr. Stettler's intentions are honorable) until Toyota decides would the official response will be.
Quote:
MarkBNJ previously said:
It may be that he has been ordered not to, who knows?
That very well may be that no final decisions have been made as of yet.
But, do you really think that Toyota would actually instruct Mr. Stettler to totally ignore a customer and not even extend the courtesy of returning at least one of literally dozens of phone calls??
Most savvy major companies in a similar situation, would have him (or someone in their public relations department) call back with at least a pleasant side-stepping ritual, even if it is a disguised stall tactic, simply to soothe over the present frustration of their customer.
Find out who his supervisor is. Just keep asking that particular question until you find out who he works under, and let that person know you have been out of the information loop, and would like to be updated every two weeks even if nothing has changed.
That does seem like a logical next move. Who knows, maybe Toyota isn't even aware of Mr. Stettler's actions (or lack thereof).
But, do you really think that Toyota would actually instruct Mr. Stettler to totally ignore a customer and not even extend the courtesy of returning at least one of literally dozens of phone calls??
I find that hard to believe. I also find it hard to believe that a professional district rep would ignore all those calls from a customer with a serious issue. Something's up. Maybe he had a crapload of vacation days rolled over.
__________________
Black Cherry
+Goodies
Stock for now
I would use my dealership to try to resolve the issue. Your local dealership has the most to lose if they lose you as a loyal customer. Let them know that you have failed to get a response and ask them to follow and contact him. It would be interesting if they were ignored. Keep the pressure on them, they have the most to lose. I have seen dealerships step up and get results since their "customers" and their local profits are on the line. Please keep us informed.
__________________ Shark
Vehicles are not the only thing recalled by their Maker.
2007 Black Diamond - A/T
Upgrade #1, Side Curtain Air Bags
Roof Rack, Hitch, M-PAC Storage
