Question The Dealer Messed Up - Suggestions on How to Handle it Please!!!

[shepsigkap]

OK in a nutshell we bought a 2010 4x4 CrewMax TRD Rock Warrior Edition Tundra and at the time of purchase added BluLogic and the Back-Up Camera. I took the truck in on Tuesday morning and dropped it off. They provided me with a vehicle to drive and told me they expected to have my truck done no later than Wednesday morning. Tuesday afternoon I get a call saying that the BluLogic is installed and the Alarm is activated but the maintenance man said he didn't feel comfortable with the camera they had so he was ordering another one and would have it Thursday morning so that I would have my truck back Thursday afternoon. I explained that I was headed out of town around noon on Friday. Yesterday I call the dealership to inquire and find out that the truck isn't going to be ready until Friday morning because they want to confirm that everything works properly and get the vehicle cleaned. So later last night I get a call from the salesman that we purchased the vehicle from and find out that the back up camera monitor system for the 2010 trucks is not the same and the 2009 trucks. Apparently it is now in the mirror instead of a drop down monitor. So I'm picking up the truck today WITHOUT the back up camera and they are going to "fix" the problem.

Now to the Question: Do I have the leverage to ask them to toss something else in for me? We're wanting to add the TRD Front Skid Plate as well as black tube steps. The salesman big thing is that they gave me a vehicle and I haven't been putting miles on my truck but the thing is I have a work vehicle that I drive during the week so there isn't any miles that he is keeping off my truck in fact the 70ish miles each way to the dealership on my truck are going to be an issue when I have to bring the truck out there again because of their mess up not mine. I drove their vehicle from the dealership to work and then home on Tuesday and then only drove it to work Thursday because I was supposed to be going to get the truck back. We knew when we bought the vehicle that we would be bringing it out the them for the BluLogic and Back-Up Camera install but that was one trip and now I'm going to be making at least 2 because of no fault of my own. Additionally he kept saying that this really isn't anyone's fault; which ok yeah no one purposely ordered the wrong part but it isn't my responsibility to make sure they checked to see if the 09 and 10 parts were different, that's the dealers responsibility. I know when I've been looking at parts I have asked if the 09 part would work on the 10 vehicle.

I'm not a frequent vehicle buyer so I really don't know what I have the room to ask for if anything. I don't want free services from them cause there are like 4+ Toyota Dealers closer than they are so that really doesn't help me out. I also had planned to get the truck bed Line-Xed this week b/c I was old they would have the truck done by Wed so I had to cancel the Line-X apt yesterday. Do I need to just bite the bullet and deal with it or do I have a leg to stand on. All of your input is greatly appreciated!!!

Thank you in advance!

[MaylonTRD]

Sounds like just an unintentional mix up and i don't think that the dealer is going to give you anything. If anything maybe they'll fill your gas tank up when they are finished with it for your trouble but i certainly wouldn't think you are going to get several hundred dollars worth of equip because your backup camera installation was delayed. just what i would think but it is always definitly worth asking because you never know.... Good luck and keep us posted! Oh and congrats on the new truck i sure do like the looks of the Rock Warrior Edition!!

[MMASSgt]

The fact that he said "it isn't anyones fault" is a compelte cop-out and would have started an argument with me.

It is 100% their fault. Ask for some floor mats or bed rails.

[shepsigkap]

Originally Posted by MMASSgt

The fact that he said "it isn't anyones fault" is a compelte cop-out and would have started an argument with me.

Well I'm glad I'm not alone in feeling that way. Luckily they left me a voice message and I will have time to cool off before I return their call because I personally felt that the "it's no ones fault" thing was a load of BS. And while it is inconvenient yes I think I would have been far less irritated if he had just accepted the fault for the problem.

[Morning Glory]

Sounds like a mix up. Toyota is not very talkative with their dealerships from what I understand in what goes on. Mine lied to me about the TRD FJ Cruiser... even at one point saying no such thing existed.

If you got a good deal on the truck, AND you got some free expensive parts, just buck up and fricken pay for something.

You might as well try to ask for some floor mats but honestly, the more you b!tch and moan the less they're goign to want to help you in the future. Sounds like they're doing the best they can.

-rockstate

[shepsigkap]

Thats the thing I don't want to b*tch and I'm not looking for a hand out either.

And we paid for the BluLogic and Back-Up Camera upgrades the did NOT throw it in for free.

We got a good deal yes but not a great deal - we wanted/needed the truck sooner rather than later so we didn't wait it out for there to be more 2010s available to help with the bargining but that being said we did get a good deal and we stayed with a dealership 70+ miles away because they have very good customer service. All that being said the dealership didn't live up to their end of the deal and now we're the ones who are put out because of it. I think asking for a skid plate or tube steps is probably a little much but since I don't do this frequently I wanted to get the opinions and suggestions of others who may have been in a similar situation.

Please keep the suggestions coming they are all greatly appericiated!!!!

[Morning Glory]

Sorry, I have a 7 week old puppy that I a trying to raise so I didn't catch the part that you paid for it.

I'd look for some floormats maybe. Something for them to compensate your time.

-rockstate

[yurs78]

It is completely their fault. The salesman was the one that didn't check to see if the 09 is the same as the 10, that's part of his job. In my opinion they do owe you something for your troubles, they should make it right with you. Rolling over and taking it is the worst thing you could do. But I aslo feel that you need to be reasonable for what you ask for. If I were you they should knock something off of the bill like 10% for the work that they just did. The only thing is that they can stick it to you on the next bill for the work they do for you so watch your back.

If they just pass things off like it was no big deal, take your business else where. There are a lot of people out there who would love to do the work for you. The most important thing is that you feel like you were treated with respect. It doesn't matter what you get for compensation. Good luck.

[MaylonTRD]

Originally Posted by rockstate45

Sorry, I have a 7 week old puppy that I a trying to raise so I didn't catch the part that you paid for it.

I'd look for some floormats maybe. Something for them to compensate your time.

-rockstate

Not to hijack the thread but i just got another dog that is about 10 weeks old and i feel your pain!! Its harder to watch a puppy then it is to watch my 11 month old son!!!

[SE2000]

You are probably the first 2010 to get a camera added. They did not know. oh well. I don't think you are going to get anything free but maybe if there is something that you still want, you could get that at a discount or have them install for free. Like maybe the glass breakage sensor for the alarm if you did not already get this.

[shepsigkap]

I'm on my way out there now so we'll see what happens - the guy I need to talk to may not even be there.

I didn't think about asking for a discount on future items - not a bad idea.

These two upgrades were paid for when we purchased the vehicle so we can't go elsewhere for these items.

Thanks again and keep em comin!

[Barney_Fife]

really its not the sales guys fault anyway. he just puts in the paperwork. in the end its the PARTS Department that orders the parts. salesmen dont order parts. if they did, all sorts of things would be messed up. sounds like its a pain and i'd feel comfortable asking for a detail (if you trust them) and full tank of gas the next time you take it in after your trip to get the camera installed.

bottom line, the inconvenience of having to take it back shouldnt be worth step rails, skid plates, etc. perhaps something cheap like maybe floor mats at the most but i think a detail and full tank of gas should suffice.

[MTeator]

In my experience most dealers throw in X number of free oil changes when they have a screw up to keep you as a customer.

Free stuff like tube steps costs them a lot more and won't keep you coming back.

[shepsigkap]

Back from the dealer with my truck - minus the back up camera - and this is what I know so far:

The person I needed to talk to wasn't there (as expected) but I did speak with the service guy and in a nutshell the 2010 has the back up camera monitor in the rear view mirror where the 2009 had a drop down screen that replaced the front sunglass holder.. Apparently it is an LED screen that illuminates whenever you put the vehicle in reverse and the mirror also has the home link buttons and such.

I did let the service guy know that I am fully confident that they will get this issue resolved but that there is an added inconvenience to me on multiple levels (extra tip, paying for gas again, changing of line-x apt, time away from work, etc) he acknowledged that and informed me that he is sitting down with Keith (the guys I needed to talk to) first thing Monday morning and they are going to figure out who they need to call and what needs to be done to get this fixed. We also recieved a call from Keith directly last night when they came across the problem so I know that he is aware of the issue and at least sounded to be concerned about getting it fixed. At this point I have not asked for anything as far as compensation for the inconvenience; I want to wait and see how things play out and what their plan of action is.

According to the service guy there have not been any 2010 Tundras with a factory Toyota back up camera installed after they leave the factory thus far so that will be the first hurdle. They do have a 2010 Tundra on their lot with the back up camera in the mirror so they are hoping they can swap out the mirrors and get me back my truck with limited downtime but until they contact Toyota to get the full specs on the 2010 system they don't know if they can do that. Both from what I'm told and the sounds of it the 2010 system with the monitor in the mirror is quite a bit more expensive than the system we paid for at the time of the purchase so if the dealer puts the 2010 system in without any additional charge I am totally ok with that no other compensation needed. This is a big part of why I haven't asked for anything yet.

So now we wait . . .

Thank you all so much for your input and suggestions!!!! I will keep you updated on how this plays out.

[biggestchris]

I think it's definitely the dealership's fault. They should know which parts fit your truck and which ones don't. I'm sure it wasn't intentional, but it doesn't make them any less liable for lost time and inconvenience. Time is money, so you should be compensated in some form or fashion. I doubt you'll get a skid plate or step bars, but they can do something for you. I'm assuming they worked the cost and labor of the upgrades into your purchase agreement, so asking for the cost of labor back probably isn't an option. The dealership more likely to give you something that isn't expensive or doesn't cost them anything at all (i.e. oil changes, tire rotations, etc.). It might seem like they're getting off easy, but in reality, you can save yourself a decent chunk of change (assuming you plan to let the stealership do your oil changes and stuff).