Bowsh Posted February 17, 2023 Share Posted February 17, 2023 I'm not sure if this is the right forum to post this but I'll go ahead anyway. I'm looking for a little advice from you ladies and gents. A wee bit of background, I'm a bit of a detailing nerd... I never used to be but I owned a black Celica Gt-Four a few years ago and that's when the battle against swirl marks started. A part of me wishes I hadn't learned the "correct" ways to wash and look after cars but here we are, and I can't go back 🙄 I currently have a 2020 Toyota Hilux in Dark Grey (was meant to be White or Silver but let's not go there) which was ceramic coated with Carpro CQuartz from a week old. I work in timber harvesting so it's a work horse and does get scratched etc which is a given. But I still like to wash it correctly and keep the coating topped up. I know, I know... It gets serviced at Toyota with me almost begging them to please not wash it. This time they did wash it and have caused a hell of a damage to the paint as you can see in the picture below. **eye twitching**😂 Now I appreciate 95% of the world won't care, the car is clean and shiny, let it go. But for the 5% that do care, any idea where I stand on this? I have no proof of what it was like before apart from me knowing darn well what it was like. It had scratches and marks low down, some minimal wash marring but nothing to these extremes. For a start, I don't wash the bonnet in that direction... I asked for no washing and watched the service advisor write it on the job card. When I picked it up I flagged it up to the service advisor and the service manager and basically got a shrug and "it's clean, I don't see the problem". What's your thoughts? Quote Link to comment Share on other sites More sharing options...
Mark (smokey mow) Posted February 17, 2023 Share Posted February 17, 2023 6 minutes ago, Bowsh said: What's your thoughts? 6 minutes ago, Bowsh said: I have no proof of what it was like before If this is the case then sadly there’s not a lot you can do unless they fess up to having wiped a gritty rag over it and put them there themselves. Quote Link to comment Share on other sites More sharing options...
Bowsh Posted February 17, 2023 Author Share Posted February 17, 2023 Yeh apart from a couple "look how shiny it is" pictures I have no detailed photos of it. Sounds like it's just going to be a bit of a suck it up buttercup thing. Quote Link to comment Share on other sites More sharing options...
Mole Posted February 17, 2023 Share Posted February 17, 2023 Doesn't matter that you don't have proof of before.. You specifically asked for them not to wash it. They ignored this. Complain to the highest person you can find in the business..nicely but clearly requesting that a solution is found to repair the damaged caused in their work shop.. Sounds like it should be brought back to the standard you require and maybe a new ceramic coating all on them.. You go to a main dealer for customer service and pay a fortune for it.. why should you suffer when you don't get it! 1 Quote Link to comment Share on other sites More sharing options...
Captain Colonial Posted February 17, 2023 Share Posted February 17, 2023 1 hour ago, Mole said: Doesn't matter that you don't have proof of before.. You specifically asked for them not to wash it. They ignored this. Complain to the highest person you can find in the business..nicely but clearly requesting that a solution is found to repair the damaged caused in their work shop.. Sounds like it should be brought back to the standard you require and maybe a new ceramic coating all on them.. You go to a main dealer for customer service and pay a fortune for it.. why should you suffer when you don't get it! This. Take receipts showing you had the ceramic coating done and your service work order showing “do not wash”. If you do not get satisfaction, tell them your next step will be contacting Toyota (GB) Ltd, Great Burgh, Burgh Heath, Surrey KT18 5UX, specifically Mr Agustin Martin, Managing Director by email at agustin.martin@tgb.toyota.co.uk I have found this is usually sufficient but if not, email the MD with full details, including naming the people you encountered at the dealership. They just looooovvvvve getting those emails. 4 Quote Link to comment Share on other sites More sharing options...
Rob Hunter - Club Secretary Posted February 17, 2023 Share Posted February 17, 2023 I'd agree, a nicely worded email to the MD/CEO usually works a treat. I had problems a few years ago sourcing a towbar on an Infiniti QX70 (the was car rated to tow 2.2 tonnes but weirdly every towbar in the UK was only rated to 1.8 tonnes 🤷♂️). While the UK dealers were really helpful they couldn't sort the problem... A message to the CEO via LinkedIn and he had the last one in Europe one flown next day from Germany and fitted for free! 2 Quote Link to comment Share on other sites More sharing options...
Flying Carrot Steve Posted February 17, 2023 Share Posted February 17, 2023 5 hours ago, Mole said: Doesn't matter that you don't have proof of before.. You specifically asked for them not to wash it. They ignored this. Complain to the highest person you can find in the business..nicely but clearly requesting that a solution is found to repair the damaged caused in their work shop.. Sounds like it should be brought back to the standard you require and maybe a new ceramic coating all on them.. You go to a main dealer for customer service and pay a fortune for it.. why should you suffer when you don't get it! I completely agree. If you asked them not to and they did then they are to blame. Proving they did the damage won't be so easy though I suspect. I'd still push it as far as you can, and hard to, don't be fobbed off. As a side note, many detailing shops and sales outlets have signs to put on your dash so it's clearly visible through the windscreen instructing under no circumstances to wash this car! Definitely worth using in future and take a pic of it in situ at the dealers on the day. Quote Link to comment Share on other sites More sharing options...
Flying Carrot Steve Posted February 17, 2023 Share Posted February 17, 2023 4 hours ago, Scott Young (Captain Colonial) - Club Secretary said: This. Take receipts showing you had the ceramic coating done and your service work order showing “do not wash”. If you do not get satisfaction, tell them your next step will be contacting Toyota (GB) Ltd, Great Burgh, Burgh Heath, Surrey KT18 5UX, specifically Mr Agustin Martin, Managing Director by email at agustin.martin@tgb.toyota.co.uk I have found this is usually sufficient but if not, email the MD with full details, including naming the people you encountered at the dealership. They just looooovvvvve getting those emails. I like your style Scott! Quote Link to comment Share on other sites More sharing options...
Captain Colonial Posted February 17, 2023 Share Posted February 17, 2023 34 minutes ago, Flying Carrot Steve said: I like your style Scott! I’m not known as The Prince of Darkness for nothing… 4 Quote Link to comment Share on other sites More sharing options...
Bowsh Posted February 18, 2023 Author Share Posted February 18, 2023 Thanks for the responses on this, definitely food for thought Quote Link to comment Share on other sites More sharing options...
corsechris Posted February 18, 2023 Share Posted February 18, 2023 Not car related....but it is sometimes quite surprising but true that 'important' people in organisations actually get involved with us mere mortals. I had a long running issue with the "smart" meter (still do, but that's another story) and had a rant on the suppliers forum. The CTO personally got involved and did actually get to an albeit short-lived resolution. Not only did he get involved, he gave lots of detail about what he was doing to try and fix the problem. So, yes, give it a go! Quote Link to comment Share on other sites More sharing options...
McFrancis Posted February 19, 2023 Share Posted February 19, 2023 I'd suggest you start with the branch manager, they will want to deal with it in house if possible. You can still escalate at a later date. A simple polite letter three paragraphs 1 the facts before you received the car back. 2 what you received back and why that is a problem to you. 3 what you want them to do to resolve the problem..do you want an apology, or the bonnet re coated, cash, a discount on your next service? Cash is the hardest for them, a discount is easiest. Quote Link to comment Share on other sites More sharing options...
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