Our 2006 Toyota Matrix -- a great car -- has had a recall notice on the front passenger airbag since 2015. For the past 14 months we have not been able to use the front passenger seat. When I called the dealer about when the airbag would be replaced, they said they knew nothing and directed me to the Toyota national website.
Finally I got a letter in the mail from Toyota today saying they now had the parts and were ready to replace the potentially defective airbag. I should call the dealer immediately to schedule. I called within one minute of receiving the letter. I was told that they were out of parts, and I should call back in two weeks. I indicated I had just received a letter saying parts were available.
The response? "That's from Toyota national. Thanks, and have a great day."
* * *
Most businesses work really hard to gain customers, and, when they have got them, they work hard to keep them. Message to Toyota: Customers view Toyota Canada as a single entity. Your schizophrenic distinction between national and dealer Toyota is not working.
Our loyalty to Toyota has been reset to zero, and I'm having a great day looking at a Subaru Forester.
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