Re: Behind the scenes: Toyota demonstrates its customer service initiatives (including Express Servi
Originally Posted by coolmel
Why donít you guys allow a customer who is out of warranty to fill his choice of fluids when he comes for service?
The last reply I received from my dealer was that one has to seek management approval for filling engine oil, brake fluid or any such thing.
I have always filled after market synthetic oils in my car, there was never an issue even when the car was in warranty. All I did was to explain the oil I gave was the same viscosity and API spec as their synthetic and they agreed. On that one occasion where the service advisor refused I asked to speak to the management and told them I'd simply take it to their branch, where people agree to a customers wish, for the annual service. He hurriedly agreed. Of course, had there be an issue with the engine they would have probably denied warranty coverage choosing to blame the aftermarket oil. It was a calculated risk on my part.
For spares, one of the dealers in Pune closed down (DSK) I contacted the 1 remaining dealer for spares (filters etc) and was refused. An email to TKM set them right. I got a call from the stores in charge at the dealership asking for the car's VIN and assuring me they would supply any consumable spare I wanted. So I purchased oil & air filters, coolant and brake fluid, just in case I had to get the car serviced at a FNG. Luckily TKM was quick to appoint another dealer who has been maintaining my car for the past 2 years.
I have found Toyota dealerships to be very cooperative in nearly all cases except the above instances. But an email to TKM, and the subsequent whack on the knuckles, always sets a dealer right.