- Wrong car delivered Open
An NRI recently moved back to India. With a great trust on Toyota, I had booked an Innova Crysta Auto Gear, particularly as I am not used to manual driving but Harsha Toyota had delivered a manual transmission Innova instead. Now Toyota says that nothing can be done so I had to leave the car in the showroom itself and leave in disappointment.
On **th May ****: We scheduled a test drive for Innova Crysta Auto Gear and Mr Nazeer got the high-end model. My husband Mr Gopi had done the test drive and they didn't even check/collect/ask driver licence before the vehicle is given for test drive. Nor were we asked to sign any feedback/pre-booking form post test drive.
On May **th: On our wedding anniversary we made a visit to Harsha Toyota showroom, Kondapur and had a conversation with the salesperson Mr Nazeer about our requirement. We were informed on the availability on a colour variant in the particular model we chose and the whole conversation was about auto gear vehicle and our request was very clear and when we went ahead with the booking. On request to show the booked vehicle or a similar vehicle to make sure there are no surprises. I was bluntly asked to visit the *th floor on the ramp as there was no lift provision. Being pregnant, I couldn’t take the risk and there was no empathy shown. They didn’t even make an effort to bring the vehicle down and I was very tired of trying.
With a trust on Toyota extensive process and policies , we had made an RTGS of One Lakh from my husband’s account to book the vehicle but didn’t receive any receipt or confirmation Email/SMS/Call on our booking from the dealer to make sure we made the right booking regarding the AT vs MT or petrol vs diesel or colour variant and more details.
On May **th ****: Inspite of all this, with trust on the **th morning when we went ahead and paid Rs.*,**,***/- and again there was no receipt with vehicle details and there was no process or validation(cross-check) with us to make sure they deliver the right vehicle. From the booking confirmation through the payments and the loan process at every single level of the purchase we neither received any receipt, validation, compliance check nor a checklist was run to cross-check with us on the vehicle we booked before they completed all formalities including temporary registration.
The communication from Toyota was very casual over WhatsApp and there was no SMS/Email or an official call be it oral or written to validate with us. The only communication we had was with their sales team on the booking confirmation (Q*) and you cannot expect a customer to understand the tech terms or internal codes of Toyota. Instead, it should have been put down in a simple language (like AT/MT, Petrol/Diesel ) which can be easily understood by all customers.
On the **th evening, when my brother in law Mr Shyam along with my husband Mr Gopi went to Toyota showroom to finalise and purchase the accessories, the showroom did not give any invoice or validation. Every time we were shown an auto vehicle and on the final visit even on request we were not shown the booked vehicle and got the same answer that the vehicle was on the **th floor and was dismissed off.
On May **th **** Evening: And finally, at * pm we were appalled to see a manual vehicle delivered to us. We were made to wait till * pm by Ms Neha and team. After a really long wait with me being pregnant and accompanied by parents who were senior citizens, they replied rudely and bluntly said that nothing can be done at the time of delivery. When I expressed my annoyance and asked to escalate, they challenged me telling that no one will help even if I reach out to the topmost level of Toyota and told that they are the final decision makers.
Toyota broke their promises when they speak of humility, respect and going the extra mile for its customers. With trust in their policies and values, we went forward and were highly disappointed by their process compromise, delivery and behaviour.
Despite paying the entire amount, we left the vehicle at the showroom itself as it was not our desired vehicle and walked out of the showroom in great disappointment. This is not a matter of just a car, it is the trust and faith a customer had on Toyota, which was shattered.
Toyota, being a world leader with strong values and known to everybody for its efficient process, failed extensively in the sales process, customer engagement, empathy, situation handling, checklist validation, official communication and this disorganisation from Toyota, came as a big shock to us and led to this chaotic situation!
Our wedding anniversary, memories, emotions, hard earned money and trust were insensitively disregarded. Toyota can never bring back the elapsed moments and our special day. We walked in with great happiness and trust but walked out with a lifetime regret for choosing Toyota.
Even if I get the correct vehicle now every time I board the car, I will be reminded of this awful experience and am also worried about how my future engagement with Toyota might be posting this incident. So, I would like to get a total refund of our money and not associate with Toyota further after this disastrous experience.
The names of the team at Harsha Toyota showroom, Hyderabad:
Are you brand?
Are you Lawyer?
Apology letter from company
Damages for loss and agony
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