Not Happy Toyota !

[LeftFootBrake]

Originally Posted by crouchy35

Supply and demand ya bunch of girls. They have the supply, we are providing the ridiculous demand.

I disagree. Supply and demand basics are orthogonal to the point being made in this thread. Which is that Toyota offered a pre-order service on the basis of being placed in a queue. Nothing more. Nothing less.

And here we are seeing some examples of that service not being honoured.

Here, I'll tell you what. Why don't you go camp out in front of an Apple store for a few days before they release their next product and then just before the store opens I'll come with a security team and escort away. You'd be delighted, wouldn't you? Well, that's just a concrete representation of what has happened here. It has nothing to do with supply and demand. It has to do with understanding customer experience is not just about product and that when you offer a service you should honour it.

[LeftFootBrake]

Originally Posted by czar07

i dont know why you guys are attacking Toyota. Its the dealers who are giving you the wrong dates.

I know where you are coming from, but here's my view...

To a customer, it's all just "Toyota". If TMCA can't understand that, that's part of the problem. Companies need to own the end-to-end experience, not point fingers along the value chain.

[Type[R]+]

You guys are forgetting about fair go for the dealers too. These 86's were spread over the country for a reason, so every dealer gets stock to sell. Pre-order or not, if you didn't order ahead of other people from that certain dealer, you have to wait. A guy up here in Darwin ordered his from Sydney to get it delivered this first round. He would have had to wait otherwise...

[karlos13]

Originally Posted by Type[R]+

You guys are forgetting about fair go for the dealers too. These 86's were spread over the country for a reason, so every dealer gets stock to sell. Pre-order or not, if you didn't order ahead of other people from that certain dealer, you have to wait. A guy up here in Darwin ordered his from Sydney to get it delivered this first round. He would have had to wait otherwise...

isn't that the point of being a dealer? i am in a sales role myself and i don't get a "fair go" and equal share of stock in the country, it is first in best dressed. the truth of this system is that if i buy from a well known dealer - i could wait longer!

[Type[R]+]

Originally Posted by karlos13

isn't that the point of being a dealer? i am in a sales role myself and i don't get a "fair go" and equal share of stock in the country, it is first in best dressed. the truth of this system is that if i buy from a well known dealer - i could wait longer!

We were told that from day one, no secret that Toyota is sharing the stock across the country.

[karlos13]

Originally Posted by Type[R]+

We were told that from day one, no secret that Toyota is sharing the stock across the country.

i am glad you were!? - which is another gripe i had, i signed up to the toyota keep me informed section and got no inof about the pre-order

but hey they can keep sending me camry ads!

so it means that pre-order means nothing i guess ???

[JP]

pre-ordering with your dealers just puts you in line at that particular dealer.

If you ordered before the initial allocations were provided to the dealers, then the dealer didn't get the car you want in their first allocation, you have to wait for the next round or build to order.

How many whingers in this thread asked the dealer what their spec/trans/colour allocation was from the first run before placing an order? How many of you know how many people ordered before you from that particular dealer? Did you check the same with multiple dealers before placing the order?

You can't do much when the dealers hands are tied with regard to what cars they get on the initial allocaitons.

[Skorov]

Well yup. It fucking sucks.
I'm in the same situation myself. But after you've calm down a little bit you will see that there is almost nothing you can really do except suck it up and accept that you've been screwed over. It happens. Want to change dealers? Expected longer wait times.

However, if you have a plan that would actually help, I'm all ears.

Remain calm and wait patiently for your 86.

[Loki556]

Hey Karlos. My experience was with Torque Toyota, North Lakes. I called them at 10am on June 4th, just after the pricing was released and was told that they have two cars still unallocated for delivery in June (!!!). I placed a deposit over the phone and started counting the days. Then I get told there is a delay and eventually that there has been a "mix up" and no car is available for delivery, it was "double sold". The option offered was to go into the queue with the estimted delivery date of August/September. I said I will think about it and consider a test drive first. After the test drive late on Friday evening 22 June, I went to a couple more dealerships on the weekend 23/24 and got back to them on Monday saying I want to go into the queue. At that point I was told that I took too long to decide and the place in queue is gone.

Got my money back as I had a delivery date on the contract, but I will never ever deal with Torque Toyota again. All this time I was treated with total lack of customer service - the only way I could even get real information was actually drive up to the dealership and demand to talk to the sales manager - who proceeded to give me very different delivery estimates from what the salesman was telling me in the first place. Sales Manager still told me that basically, they don't care about customer service with the 86, as the car will be sold regardless.

Great work Toyota on attracting new customers!

PS: Have to mention the alternative - Toyota Sci-Fleet Kedron have been very good, if they had stock I would consider buying the car off them. They are unfortunately pretty sure that they can't deliver until very late this year/early next year (I appreciate this rather that telling me porkies) and I believe that if I still want the car by then I'll be able to get it sooner from carsales.

[karlos13]

Originally Posted by Skorov

Well yup. It fucking sucks.
I'm in the same situation myself. But after you've calm down a little bit you will see that there is almost nothing you can really do except suck it up and accept that you've been screwed over. It happens. Want to change dealers? Expected longer wait times.

However, if you have a plan that would actually help, I'm all ears.

Remain calm and wait patiently for your 86.

Skorov, It is amazing how a nicely worded letter to an industry body or fair trade comission can make a big differnce. The facts are these.

Toyota were/are taiking pre-orders at dealers for cars to be built
Toyota dealers were also accepting stock that may be of the same spec to onsell to other interested parties
Toyota and dealers gave the impression that a pre-order was the best way to secure an order
A pre-order which cost money does not mean you will get your car quicker than someone who can walk off the street and is absolutely no gaurantee of a place in the queue for delivery of a vehicle.
There is also nothing stopping a toyota dealer selling my car to someone else even though they have my deposit.

At the very least, this could bring a change to how the system works and allocated cars will go to the dealers that have been successfle enough to pre-sell them rather than random stock control being distributed around the country where there are clear winners and losers

[LeftFootBrake]

Originally Posted by Type[R]+

You guys are forgetting about fair go for the dealers too.

Oh, I expect those customers that have been burnt by not receiving the service they paid for are aware that Toyota have consciously put its internal org structure and politics ahead of customer experience. And those customers likely won't forget. I know that'd be the case if it was me.

For me, putting the burden on the customer to have to be knowledgeable about arcane internal systems and practices in order to understand something as simple as a queue is nothing short of poor service. As Bill Buxton says: "Ultimately, we are deluding ourselves if we think that the products that we design are the "things" that we sell, rather than the individual, social and cultural experience that they engender, and the value and impact that they have. Design that ignores this is not worthy of the name."

[Type[R]+]

Originally Posted by LeftFootBrake

Oh, I expect those customers that have been burnt by not receiving the service they paid for are aware that Toyota have consciously put its internal org structure and politics ahead of customer experience. And those customers likely won't forget. I know that'd be the case if it was me.

For me, putting the burden on the customer to have to be knowledgeable about arcane internal systems and practices in order to understand something as simple as a queue is nothing short of poor service. As Bill Buxton says: "Ultimately, we are deluding ourselves if we think that the products that we design are the "things" that we sell, rather than the individual, social and cultural experience that they engender, and the value and impact that they have. Design that ignores this is not worthy of the name."

???
The first batch is being shared around purely for the customer....

[Type[R]+]

Originally Posted by karlos13

i am glad you were!? - which is another gripe i had, i signed up to the toyota keep me informed section and got no inof about the pre-order

but hey they can keep sending me camry ads!

so it means that pre-order means nothing i guess ???

Haven't you heard 2 cars per dealer etc?

[LeftFootBrake]

Originally Posted by Type[R]+

???
The first batch is being shared around purely for the customer....

Sorry, but how so?