A big thank you to James for the excellent customer service he provided in purchasing my CHR Koba :two_hearts:Your proffesionalism and patience with answering all of my questions and making my first experience with Toyota a pleasurable one makes you a credit to your employer! I also want to say a big thank you to Chloe for making the finance side of the purchase run smoothly and effortlessly!
See you guys in couple of years ?
This is the first time I've ever rated Toyota anything less than 5 stars. The reason being:
1. Last year when there was a recall about the fuel suction plates I rang Toyota and confirmed that my car was in the recall batch, but was advised that they did not have any spare parts just yet and I had to wait until August, which was fair. I brought my car into the service centre in Five Dock around August 2016 and explained the situation, only to be told "Not another one!". I was then advised that there were no problems with my car and that it was not part of the recalled batch. When I mentioned that I'd called Toyota previously, the person at the service centre dismissed it and said that my car was "definitely not part of the recall". This year after the Takata airbag recall, I rang the service centre and explained the situation - she then advised me I had another "outstanding recall", which was the fuel suction plate from last year. She was apologetic that I was provided the incorrect information the last time, but it s pretty poor form coming from the service centre (Five Dock)
2. This year I brought my car to the service centre in Lidcombe at about 8:30am and was told that it would be ready at about 2:30pm (as they needed a few more hours to replace the fuel suction plate). I was provided a courtesy shuttle bus and was dropped off at the service centre shortly before 2:30pm. When I approached someone at the counter who asked for my rego and name, I was advised that my car was "in the carwash" and that it would not be long. About an hour later (3:36pm) I received a text on my phone claiming that my car was ready, but I received no other sign otherwise. Mind you, there were only 2 people sitting in the waiting area - myself and another lady. After waiting for 2 hours in the waiting area (by then, it was 4:30pm), I approach a gentleman by the name of Clifford and explained the situation. My car had been ready all along. He was very apologetic that I had been made to wait for that long and had somehow managed to go unnoticed and unattended by the first person who had taken down my details - all this when the waiting area was pretty much deserted. my regret is that I do not know the name of the first person who I had been served by. This is the first time I'd had such appalling service.
The only reason why I'm even giving Toyota 2 stars at all is due to the combined efforts of some lovely staff members - the lovely receptionist (?I think Veronica is her name), the courteous shuttle bus driver (?Don) and the staff at the front counter who finally helped me (Clifford). It is such a shame that I've had to rate Toyota poorly just based on the poor performance of 2 staff members.
I understand that accidents happen from time to time, but I hope that you will take these comments into account into improving customer service awareness.
I was told when i booked the service that it would take 1.5 hrs. When i arrived i was told it would take 1.5 to 2 hrs. The service took nearly 3 hrs.
I was unhappy as i would not have waited if i knew it would take so long i would have left it for the day.
Please think about the information you give about the length of services.
Special mention must be made regarding our Salesperson, Fery Tjin, who showed us tremendous patience and support during the whole process.. He is a true asset to the Company, and made us so comfortable for the big investment in our car. Thanks!