Quote:
Originally Posted by Wagner
Overkill indeed. Do you realize how often they'd be swamped with useless problems when others come into the dealership? Any idea how prices would sky rocket to make up the lost work?
Give you a perfect example. Had a neighbor yesterday ready to call Toyotas help "crew" because his power steering stopped working...why..because ice was stuck in the linkage, once I got rid of the ice..all was good. Not excusing poor service, simply saying you can not treat everyone as a priority or you'll accomplish nothing. In the grand scheme, losing one client versus keeping 50 more..sadly..worth the loss.
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As I said, "Yes, this might be overkill for a minor problem, but for a repeating problem with potential serious consequences, I think it is a reasonable approach."
If a vehicle is stalling and dying in traffic, it is a safety concern and you take it serious.
Period.
Toyota has found that taking your approach doesn't work well in the longer-term.