Quote:
Originally Posted by baldolera
I honestly don't get why they want to skimp out on something so small as this (to their company). One faulty car is a big deal, of course. But replacing that car and giving something like an extended warranty and replaced tints/clear-bra/whatever and other complementaries is nothing to such a huge company. However, the consumer has paid for a $25K car, quite a sum of money for an individual. Situations like this can become very big, as shown by Jalopnik contacting the consumer. Tons of people can see things like this. If Toyota decides to skimp out on something that is so small to them, it will not make their customer happy and word will get around. This will take quite a toll on Toyota's reputation. If Toyota is smart, they should have given a more fair deal to the consumer. If they do that they will actually boost their reputation because word will get around that, hey, Toyota is a great company with great customer service! Toyota should realize their reputation is worth a lot more than a single car, extended warranty on said car, and a clear-bra job.
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On the other hand, what do they have to win? Some customers aren't going to be satisfied. Even the ones who can be satisfied aren't going to run around the internet telling of their satisfaction with nearly the enthusiasm they posted about their unhappiness.
I'm still not quite sure why their initial offer to repair the vehicle wasn't acceptable. Now they're offering repair +extended warranty and credit, or an exchange for a new vehicle. I'd say toyota's gone pretty far to keep this guy happy - and they haven't succeeded yet.
-Justin