Toyota Israela defective gps (waze) system, installed in, my car a toyota corolla gli fl6

G Sep 16, 2019
This review was posted by
a verified customer
Verified customer

September 16, 2019

To: Toyota, Customers Complaints Department,
From: Dr. David Albin, 1 Hashita St. Omer, Israel, 8496500

Dear Sr., Mrs.,

Subject: Defected GPS (Waze) system installed in my car.

On Nov.15.2015 I purchase a Toyota Corolla, model GLIFL6, order number 449121, from the "I.M Ha'Etgar" Toyota's agent in BEER-Sheva, Israel, (enclosed please find attached the purchase order).
The deal included a GPS (a waze) system (enclosed please find attached page number 2 in the purchase order).
The car was delivered to me on Jan.03.2016 (Enclose please find attached the car's license document from time of receiving the car).

Remark 1: The attached documents are written in Hebrew. Some key words were
translated to English.
If additional translation is required it can be sent, as well).
Remarks 2:
1. Unfortunately, the other documents, as indicated above, of the car purchasing,
the waze system which was part of the purchasing deal, the date of submission the
car, the complaints letter sent to Toyota Israel on Jan.3.2017, could not been
attached to this complaint.
2. If required, I would appreciate receiving your address for mailing the documents.

The problem observed:
From the very beginning time of car usage, the WAZE system did not perform as required. I spent not less than four times during that year, of 2016, in the Toyota service center (the Ha'Etgar place). The system was very slow and stopped very often in the middle of the driving time, (enclosed please find attached a letter, sent on Jan.3, 2017, to both the Toyota Tel Aviv site (the main office of Union Motors), and to Ha'Etgar agent, Beer-Sheva).
Remark: No response was received from both Toyota's sites/agents.
From that date and up to these days I spent at least 10-to 12 times in the service center in Beer-Sheva, regarding this problem.
I can estimate that the waze system was out of service about 50% of the time used.

The last visit in the Ha'Etgar site, regarding this problem was on June 6, 2019, as a result of many problems while using the system.
In that date, I was asked to come to the service center, and meet a "Gil-Car" representative for checking the waze system (The "Gil-Car" company, working for Toyota Israel, was, according to my best understanding, responsible to the waze system, including installation and insurance). I had to pay about US $ 200 for the insurance.
After spending couple of hours on site, the "Gil Car" representative (his first name is "Israel") told me that that kind of the waze system installed in my car is not supported by the world-wide waze system, since it is an old system.
Remark: The system is not working at all from that date.
I have to emphasize that this kind of the Waze system was the responsibility of Toyota Israel.
After few telephone conversations, only recently (on July 7, 2019) a representative from Toyota Israel (Mrs. Neli Yehiel) called me and told me that Toyota Israel is willing to install a new system in my car, with a cost of about 60% of the market cost. I refused to this offer.
In another mail, sent to me on Sep. 08. 2019, Mrs. Neli Yehiel claimed that "According to the "Toyota responsibility terms / policy", the company will either replace or fix the defected parts, up to 3 years after purchasing. However, the waze system was never been well properly fixed and never been replaced as indicated in the "responsibility policy".

This last mail, with a total ignorance of my long-existing problems and complaints indicate that the Toyota Israel does not follow its own policy.

In Summary:
1. As a former QA and Chief audits director in the Pharmaceutical industry (working
for Agis Israel and for Perrigo USA-Israel), I would like to point out that this way of
complaints handling was not well implemented in the Israel-Toyota Branch.
2. No preventive actions or corrective actions were implemented in my case.

3. Since the problem was discussed with the Toyota representatives in Israel from
the very beginning after receiving the car, I would ask you, therefore, to ask your
Israeli agents to install, free of charge, in my car a new and reliable Waze system,
as required from the very beginning of purchasing the car.

I'm sure that the way they handled my on-going complaint does not comply with
Toyota's "Customer First and Quality First Measures" policy.

Sincerely yours,

Dr. G. David Albin.
1 Hashita St. Omer, Israel, 8496500.
Mobile Phone: 972 (0) [protected].
e-mail: albin.[protected]

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