Toyota's Special Service Campaign (SSC)--60D For 2007 FJ Cruiser - Page 13

TMS USA · 07-25-2006, 12:15 AM

Quote:

fjsmurf previously said:

TMS USA,

2 of the 3 dealers I called said they will inspect and replace only the damaged ones, not all 5 tires. I rec'd the letter, my VIN is in range and my tires serial # is in range too. It's one thing you guys are not willing to give the customers option to upgrade at the same time but more importantly, I do not want to be driving with a mix of new and old tires.

Is there a way you can attach an official letterhead stating what you have said above so at least we can show it to the dealers?

TIA

Is this isolated to our Los Angeles Region? I will forward your comments to our folks in the Irvine regional office who oversee the administration of service-related activities for the Toyota dealers in Southern CA. Don't have the actual dealer communication with me right now--but that process flow document above is "official" and can be used to discuss this with your dealer if need be. It's part of the entire package that was distributed to all of our dealers.

rick_reno · 07-25-2006, 08:41 AM

A FYI - I called a local dealer, they had me look up the VIN and give them some numbers off the tires - we did this over the phone as the closest dealer is about 50 miles away. He said they'd replace them all, I've got it scheduled for tomorrow.

Judah · 07-25-2006, 10:24 AM

Quote:

TMS USA previously said:

Judah, call the Customer Experience Center at 800-431-3331; Let them know that you are not getting the campaign service as expected from the dealers you are visiting--and let them know that TMS USA on this forum says that there seems to be some sort of conflict between what you are being told at the dealerships and the actual provisions of this recall. Are the original tires on your FJ?

No need to go to the NHTSA--We've already done that. You either have the affected tires or you do not have them. If you have them, they are removed, destroyed and replaced with new ones of identical make. There is no inspection involved.

Come on, have you not read all of my posts in this thread? I have called you customer experience four times to be exact and they tell me the same thing...INSPECTION! For the love of god, you guys have the worst communication in the industry, luckily your vehicles hold up. I have been to the moutain top, contact your dealers man and get this straight. I have given you the names of the dealers around Long beach that I have issues with, that think they need to inspect, that have inspected and left the tires on my vehicle. I have wasted nearly twenty hours now on this issue because I am one who believes in getting things done right. But keep getting the run around. yet you continue to come on this site and give us "lip service". Seriously, do something, I've given you my contact info, and the names...do something, let's move on TMS USA. And the ref to NHTSA is from the letter I received itself. If I am not getting the service that the letter states my only recourse is to contact them, they will handle it, according to the letter that is. Thanks for being here but unless I see results this all means nothing. Socal dealers suck IMHO at this point, or at least TMS USA and Socal dealers communcation sux...

*MissFJ* · 07-25-2006, 10:26 AM

^^^Wait, so you're mad that nothing is wrong with your tires?

Judah · 07-25-2006, 10:30 AM

Quote:

MissFJ previously said:

^^^Wait, so you're mad that nothing is wrong with your tires?

I guess I deserve that one...payback is a *****!

No, there is a reason that they are to replace all the tires involved and not "just" inspect. I just got off the phone with someone higher up at TMS and they said the same thing...replace. I do not think they are safe IMHO and I have an infant in the vehicle, so I want them to do what they say they'll do and make me feel comfortable.

**L8Apex** · 07-25-2006, 11:10 AM

Quote:

MissFJ previously said:

^^^Wait, so you're mad that nothing is wrong with your tires?

I think Judah is upset because his FJC is in the VIN range AND his tires DOT# is in the serial range affected by this recall, but his dealer refuses to replace the tires.

According to what TMS USA has told us in this forum, the fact that no damage was observed during visual inspection is irrelevant. If the VIN and DOT serial are both in the affected range, the tires are supposed to be replaced, no questions asked. In this case: "Inspect tires" == "Verify DOT serial is in range". I'm guessing the potential damage is not necessarily visible during a visual inspection, or the dealers are not qualified/authorized to visually identify the damage, therefore all tires within the DOT serial range (installed on FJCs in the VIN range) are to be removed and destroyed. This is my understanding from TMS USA in this forum.

But the dealers have interpreted the letter differently. They believe they are to dismount and visually inspect the tires for actual physical damage. Also, some people at the Toyota Customer Experience phone number are stating that the tires must be visually inspected.

So we have 2 ways to interpret this recall. And customers are not getting their tires replaced. I'm disappointed in the lack of communication, and I think Toyota needs to clarify the terms of the recall with the dealers and customers.

An additional note on the severity of this issue: The possible damage is thought to cause a small leak. This would seem minor. But a slow leak, which could gradually get worse while driving, could cause the tire to lose pressure quickly while driving. A tire run at high speeds (65mph) at low pressure builds up enough heat to break down the glues holding it together, causing it to blow out. So in my opinion, this is a legitimate safety issue.

My VIN is in the range, but my tires are not, so this doesn't affect me. But I want to see this handled properly for the affected customers.

TMS USA: Please make sure the proper communication makes it to the dealers so this is handled properly. You need to clarify the meaning of this item on the flowchart: "Confirm all 5 tires, including the spare, to determine if they are affected. Does the vehicle have an affected tire?".

Does "confirm" mean "check DOT#", or does it mean "visually check for damage"?

Judah · 07-25-2006, 11:37 AM

L8Apex, thank you very much.

Judah

desertcruiser · 07-25-2006, 11:40 AM

Thank you, Toyota, for your very prompt and generous Special Service Campaign. I got the notice, took the FJ in to my dealer and a couple hours later they told me that I wasn't affected. Better to find out now than later and great to have such a generous offer from Toyota.
Thanks again for your customer support.

bandi · 07-25-2006, 11:49 AM

1st, My First FJC, BlackDiamond, is in the Vin. Listing...
My Second, SunFusion, Is Not listed...

Did they List the DOT #'s on the Mailer ???

I can't see going to the dealer and spending the time
if it's not needed...

I Guess I should Open that up tonight and look...

But it does not make sense to have to go to the dealer
just to have them look at a number and say yes/no...
then if yes, you have to come back another time to
get the tires on after they order them... I HAVE TWO
FJC Payments to MAKE !!! I NEED to be at WORK !!!

danester · 07-25-2006, 12:31 PM

Wow! -- OK- -here it is, I just joined today on the FJ forum - Now I'm impressed

--TMS USA chimes in to a forum and actually listens/responds to the customer! ---

by keeping this legit, I won't point fingers

I belong to another forum on the internet since I ride a motorcycle (brand starts with an "H" and ends with an "N"...been on that forum for over a year- -and never once have they (the executives) peeped in or said so if they did!

(BTW, I am totally satisfied with and faithful to that brand! Just wish they would do like Toyota!)