A frustrated Toyota Glanza owner is calling for a boycott of Toyota products after a terrible service experience. This letter highlights the issues faced by the owner and the way the situation was handled by the staff at the Toyota dealership. This person bought his Glanza after the recommendation from his sister-in-law. For the people who are unaware, Toyota Glanza is a badge-engineered version of the popular premium hatchback, Maruti Suzuki Baleno. The exteriors, interiors, powertrains and features are shared by the two hatchbacks entirely. Practically, there is no change between the two vehicles apart from the company logos. While the service experience of Maruti Suzuki is great, Toyota, apparently was not able to replicate that, at least in this case. Let us find out the details of the incident.
Toyota Glanza Service Experience
Actually, the Glanza owner was on his way back from the Shodha Toyota Service Centre in Davangere when the vehicle started showing the engine check signal. The owner stopped the car to check what was wrong. He then called the service centre and asked for the roadside assistance service. The service centre personnel took the vehicle back to the workshop to check for the fault. This was 21st April 2021. Just a couple of days thereafter, the lockdown was imposed in the country. The concerned owner called up the service centre to enquire about the status of his vehicle. But to his surprise, there was no answer from the service centre. For around 45 days, the facility remained closed and the status of his vehicle was unknown.
The owner posted a few tweets and kept trying calling but to no avail. In the meanwhile, he was facing medical emergencies in the family which were worse by not having his vehicle around to facilitate transport. Finally, after the lockdown lifted, he got in touch with the personnel at the service centre. But he did not get any straight answer as to why they took forever to respond. They replied with some dodgy answers like “the vehicle is being analyzed”, etc. Then they informed the owner that the company has approved the replacement of the faulty engine component.
After 3 months of taking away the vehicle, they informed the owner that due to external factors, the owner will have to bear the expenses of the faulty part. As one would imagine, this is a ridiculous state of affairs. First of all, the customer had no clue about the whereabouts of his car for 3 months. This is utterly unprofessional. Then there was misinformation about the replacement approval from the company. If this is the state of customer service experience of this Toyota Glanza owner, it could deter a lot of people from going for Toyota products.