Why do Toyota SA have to be so ignorant regarding valid customer complaints?
I trust you will publish this article by me to ensure the public is made aware of this default on the D4-D 4x4. I know of others who have a similar issue (also the Fortuner) and I don't believe Toyota is coming to the party to resolve the problem with urgency and in a fair manner.
I am sitting today the 22 st June at Nibela Lodge in Zululand and enjoying the beautiful scenery and a really lovely place to be at for a breakaway.
As I have some time on hand, and really frustrated at this point in time about the low level of response from Toyota SA regarding a legitimate vehicle complain from my side, I decided to put it in writing and send it to Drive Out.
I will also distribute this to other car and off road magazines as I believe the general public needs to be made aware of this. My story started in December 2008 when I purchased a 4x4, 3.O D-4D DC at Vaal Toyota Vereeniging.
A few modifications where done immediately as the intent of owning the vehicle was to explore the country side, both outside and inside the South African borders.
Our very first trip was to Baviaanskloof which went exceptionally well. We towed a off road camper through the pass and enjoyed two weeks in the Kloof.
Subsequent to this we did a couple of weekend breakaways before we had it serviced for the trip to Botswana in April 2009.
After two weeks of absolute fantastic off road driving and holiday enjoyment we returned and had it checked again before heading of to Namibia for the Faces of the Namib trip.
This is where all my troubles started. Leaving South Africa the engine management light illuminated, but the vehicle was running smoothly. The light was reset by switching of the vehicle and restarting it again.
We reached Solitaire without any problems and continued with the fantastic trip. But the vehicle continued going into limp mode and made the handling of dunes quite horrific at times. Again, switch the vehicle of, pulling out the key and restarting it did the trick. After returning I took it into Vaal Toyota Vereeniging where Thinus Venter was extremely helpful.
As the vehicle was now doing limp mode even on smooth tar surfaces, gravel road, off road etcetera we started eliminating possible courses.
It is now June 2010 and the problem still persists. In May 2010 I ran out of patience and contacted Toyota Head Office Customer Care by e-mail. I had to resent the e-mail and only after the third e-mail "Pinkie" called me and provided me with a reference number. No-one from the customer care centre made any contact with me since then, although Thinus and the workshop manager (Alister) again went out of their way to assist me.
During my very recent 4 day trip to Swaziland the old limp mode re-appeared and I again called Hannes (manager of Vaal Toyota Vereeniging) who promised me his service manager and technical expert from Toyota will call me on Monday 21 st June at 10:00. I am still awaiting the call. I then called Toyota ccc directly, was told my problem had been escalated to Mr Arends who will call me in the next 30 minutes.
Again, I am still waiting. I had to cancel a planned 3 weeks trip to Kaokoland this June/July holiday because I did not trust my Bakkie anymore. I've just been let down to many times - at crucial times as well. I do not believe any owner should be expected to every time hand the vehicle in, and get it back with the comment, we believe we've resolved the problem now, but if it gives you problems again, please bring it back. That puts the entire problem back on my shoulders and I have to take the risk of driving off to some remote spot with my family of 5! This is irresponsible and unacceptable.
I do not think any vehicle is without mechanical issues - even the Toyota's. But I do believe any one buying a new Toyota has the right to the full potential and enjoyment the vehicle has to offer, especially when you paid in excess of R320 000 for the new vehicle as every one else at that point in time.
The investment in the vehicle as well as all the aftermarket fitments (including OME's, long range fuel tank, water tanks, front and rear bumpers with winch and extra spare wheel etcetera) made a deep hole in my pocket and all I expected from Toyota SA was to provide me with a vehicle I can trust and enjoy.
But Toyota SA disappointed me in this matter and went even one step further in disappointing me by not even showing an honest interest in resolving the problem from head office side. I am extremely disappointed in Toyota SA and believe this is just another example of their poor customer focus and reluctance in service to customers who have paid them hard earned money for a trouble free enjoyment of their product.
I do not know if Toyota SA is seriously considering assisting me in fruitfully resolving this very unpleasant situation, but judging from their lack in response to date I am wondering if this will need to end up in the courts as I can only say that it is appalling.
I bought a 4x4 to enjoy the outdoors with my family, but having spend all the money I have, I am not able to do so with trust and believe in my vehicle. I believe you can hear my utter disappointment in this and trust you can understand why I am disgusted with the response by Toyota SA.

Johannes van Heerden