On 06Jun 2015, I brought a 2015 Toyota Rav4 in for a Toyota recall. It
was for the EPS ECU.
I was told that the work would take around 2 hours. After waiting for
around that time, I was told that unfortunately the new ECU did not
activate. Initially, it was thought the part was faulty. Two days later
it was discovered that they had the wrong part for the car. It wasn't
broken, the part was the wrong model. Another appointment was scheduled
to bring the car back, and verify the correct model numbers. Order the
correct part number, leave the car with the dealership, and return later.
First Problem: I was under the impression that the first step would be
for a diagnostic tool to be used to verify if the existing ECU needed to
be replaced. The current recall process was not explained to me. I was
told they would be replacing the ECU. Then I find that either the
incorrect part was installed, or the correct part was installed but was
broken. I suppose I will never know.
Question: If the existing ECU was not checked for damage, then how would
you know that the newly installed part was not also damaged?
What should have happened here:
1. The service department should have explained the Toyota recall
process. Whatever the actual process was, the first step should have
been to check the existing ECU for damage. First determine if it needs
to be replaced at all.
So on with the story.
After two hours and many apologies another appointment had to be made to
bring the car back, once again check the order numbers on the part and
make sure the correct part is ordered.
On 20Jun 2015, we brought the car back and picked up a rental. I was
told that the car would be ready on Tue, 23Jun 2015.
On 23Jun 2015, the service department called and said the ordered ECU
part had still not yet arrived. I told them if they didn't have the
part, in their hands, by the next morning at 09:00, don't touch the
car. I'll come to get it and take it somewhere else.
30 minutes after that conversation, the service department calls back
and now says that the work is done?!!!
My, what a quick and sudden change!
What happened in that 30 minutes to create such a quick change? We go
from the "part is not here yet" to "the work is done" in 30 minutes?
I don't think so. Either my existing ECU was finally checked and
determined it didn't need to be replaced. Or nothing was done, and I was
just told it was replaced.
On 24Jun 2015, I picked up the car. I could have asked to see the old
part that was replaced, but why bother? I would have just got another
run around. And was fed up by this point.
By the way, on the Safety Recall FOJ - EPS Validation Website. This is
the result: The Vehicle EPS ECU is Not affected by this campaign.
I will assume that means the part did not need to be replaced.
Post Mortem: Talking to the service department person was like being in
an Abbott & Costello scene. It was constant partial explanations, and
contradictory information. Then when asked a question and she was
forced to reveal information that she chose to leave out previously.
She would tell me that she already gave me that information. This person
had nice manners, but did not generate an atmosphere of trust. She
should have explained every step of the recall process, and every real
time change that occurred.
Who knows what work was actually done? But if I have a problem with my
steering I know who to report.
I Recommend This Dealer:
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