pinot52

Hi Connan

I found the Customer Service persons at Taren Point, absolutely useless.

I suggest that you follow it up at a Toyota Service Centre. Speak to the Service Manager and mention TNF 06/13 Unfortunately, I can't post it up as I was threatened legal action by a 'clown' at Taren Point. I assume they had a bit of 'clout' with this forum and had it taken down.

Print your previous post and take it with you. If they get 'narky' and want to charge you, tell them Toyota have fixed numerous Klunkers under the TNF 06/13 Proof of them being fixed at no charge is all over this forum.

The evidence suggests that Toyota manufactured a car with a known fault and waited for customers to complain before fixing it. It should have been a General Recall.

I certainly DO NOT TRUST the person who wrote me the email, saying "the car was safe to drive". How would he know? My car ended up having 3 replacement arms before they got it right. All before it traveled 10,000 klicks.

Best of luck, do not give up and DO NOT pay anything. You can also say you will follow it up with Fair Trading.

John

Hi Johnny Kluger

Read some of the previous articles about steps to take to get your Kluger fixed.

John

Hi Milo

I assume many have been fixed. Bound to be many out there, where the driver is unaware.

There should be NO cost associated with this fix. All Toyota Service Centres know about the issue. Have the Service Manager check Toyota Technical Newsletter TNF 06/13 It advises them about the issue with the Steering Shaft.

Also there should be NO cost in assessing the issue. This is nothing more than a 'FOBB OFF'

John

It is typical for the sales guys/gals to say they have never heard of any problems. But as soon as you mention an issue post-delivery, they run a mile and hide under the desk, as was the case with me when I purchased a new Kluger from Peter Roberts at Fergusons Toyota Hurstville. He has no idea how much business he lost from me giving him a very bad wrap! Just saying.

All the sales persons are interested in is their commission. They do not give a 'toss' about you post sale.

From my experience with ACCC, they had little interest in my complaints. It really is about time the ACCC got off their butts and introduced a motor vehicle LEMON Law. This law should definitely apply when a company like Toyota continues to build and sell cars knowing they have potential issues (as in my case). In my case I should have been told that there are issues with the steering arm and I could have then made an informed choice about my purchase. My steering arm was replaced 3 times in less than 10,000 km from new. Back then I was a Toyota devotee and if told there were issues with the Kluger, I would have upgraded to a Prado.

As I have said in other posts, Toyota Australia lacks any quality Customer Service skills. Obviously, over the years they have been relying on their past reputation. These days their reputation is not where it used to be and they should be wanting to please all and any disgruntled customers. Knowing they read these posts, I find it surprising they do not make any attempt to contact their disgruntled customers. Wake up Toyota, and grab that Feeling, instead of playing Head Office 'Hide and Seek'.

Hi Mervin

Congratulations.

Like me, never Toyota again. And, Oh what a Feeling .... NOT

Cheers John

Hi Hell

Suggest you diarise everything and keep all documentation. Keep notes of any phone calls and always follow up with an email.

In 2011, my new Kluger delivered by Fergusons Toyota Hurstville was faulty, in my opinion a LEMON.

I looked into refunds/replacements and back then there was not much chance, as we did not have an effective motor vehicle LEMON policy.

Not sure if there has been any changes to the refund policy, could be worth looking into.

Good luck.

Hi Mervin

As Jimmy said, "keep fighting for it."

My Kluger was Brand New, yep, straight out of Fergusons Toyota Hurstville Showroom and it had the issue. Of course, as previously mentioned, everyone said there was not any problem. Toyota built the car I purchased with a faulty ISS. It is also very evident that Toyota Japan and Australia etc knew about the issue and continued to sell these dodgy cars.

By 10,000 kms I was onto my 4th ISS. That is the original plus 2 more faulty ones, until finally they fitted the 3rd correct one. All now seems OK.

I ended up having Sydney City Toyota fix mine. Fergusons Toyota from Hurstville were useless and could not give a damn.

Keep going for it.

John

Hi Mervin

Certainly something dodgy here. Refer them to this forum and also ask them how come they have fixed thousands of other Klugers with the same issue.

Also remind them,  it appears that Klugers were built with this problem, mine definitely was. It came of the production line with a faulty and klunking ISS. Toyota knew about it all along and just did not want to admit it.

Toyota, OH WHAT A FEELING!

NOT, NOT, NOT

There are a lot of posts on this site that show Toyota replaced the faulty ISS for numerous owners with Klugers with varying speedometer readings. Next step would be to screen capture a few of these posts and send Toyota a letter advising them you are going to the ACCC.

I have plenty of emails, invoices etc that I would be happy to share with you.

John

Not sure if they have an office in SA. I think the Head Office is in Taren Point NSW. You might have to contact Taren Point office.

You might need to try and get higher up the tree than the Customer Experience Centre. Always mention TNF 06/13 to Toyota and the Dealer.

This TNF 06/13 report was up on this Forum and was taken down.

This is part of an email I received back in May 2013 from the Technical Operations Manager, Customer Services Division at Toyota Australia in Taren Point NSW.

Dear Mr Doyle

Thank you for your email dated 22 March 2013 expressing your opinion in relation to a noise associated with your Toyota Kluger.

Toyota’s position regarding the “knock” type noise exhibited by the steering shaft at times remains unchanged. That is to say, that although you may hear a slight knock from the steering while manoeuvring, the system is and remains quite safe to operate. The bulletin you refer (TNF06/13), also reinforces that position.

We have placed your vehicle on a priority list to receive the revised shaft when it becomes available. The shaft will be installed to your vehicle free of charge .

Again, we reiterate, your vehicle is quite safe to operate in its present condition. If you wish, we are available to re inspect your vehicle at a mutually acceptable time and place. Please contact your local Toyota Dealer to arrange inspection.

We also add, that none of our technical staff have been able to identify a noise during any of the occasions that we have inspected your vehicle.

We respectfully advise that the Toyota document (TNF 06/13) carries a copyright clause which states that this material may not be reproduced or copied, in whole or part, without the written permission of Toyota Motor Corporation.

............

As I said earlier it took 3 replacement ISS before they fixed the issue.

John

Interesting. I was not aware that it was an issue related to km's. From all that you read, the cars were built with a faulty ISS and that should be the end of the story.

My new Kluger klunked as I drove it out of the dealership on day one. I was not aware of the issue. In the end the ISS was replaced 3 times (at no cost) until they finally fixed it. At one point they did talk about charging me. I jumped up and down and they fixed it.

It is disappointing that Toyota are wanting to charge you for it. Believe me, Toyota Australia sadly lacks in Customer Service skills.

Knowing that Toyota reads these postings, I say to them, "get of your lazy backsides" and fix these vehicles.

Jimmy

You should not have to pay for this 'FIX'.

Suggest to try another Toyota Service Centre and if no luck, then contact Toyota Australia.

Everybody that I know who had the issue had it fixed at NO COST.

Toyota Japan and Australia have know about this issue for years and from the looks of things kept selling the cars.

John

Hi Mervin

As mentioned previously you should not have to pay for this, no matter how many k's are on the car. There is more than enough evidence to prove that Toyota built and sold these cars with a 'dodgy' ISS. My brand new Kluger starting making noises on the way home after I picked it up. The Service manager from Fergusons Toyota Hurstville told me it was nothing and that I was not used to driving such a vehicle ..... Total BS. Before 10,000 k's it was replaced three times (at no cost to me) until they got it right.

If the dealer insists on charging you, I suggest you tell them you will contact The ACCC.

John

Looks like the Technical News Flash TNF 06/13 issued by Toyota Australia and was in the first posting has been deleted.

When you contact the dealer ask them to refer to TNF 06/13 issued by Toyota for the Kluger.

I do have a copy of it, but was threatened legal action by the totally 'incompetent nutters' (a polite statement) at Toyota Australia in Taren Point if I was to reproduce it. This was part of an email sent to me by Toyota:

"We respectfully advise that the Toyota document (TNF 06/13) carries a copyright clause which states that this material may not be reproduced or copied, in whole or part, without the written permission of Toyota Motor Corporation."

All dealers have a copy on file.

This is the main reference:

Date: 14/01/2013
Ref No: TNF 06/13
Model: Kluger GSU40/45
Subject: Steering Intermediate Shaft Knocking Noise

Best of luck. Note, it should be fixed free of charge, if not contact ACCC

John

Before doing anything, please go back to the very first post by 'phez'. Take this report number with you when you go to the dealer. Also read some of my earlier posts.

The ISS issue is a TOYOTA build problem. They now appear to have a FIX for it, and it should be done for FREE, no matter how old the vehicle is.

Mine was finally fixed after two failed attempts. With less than 10,000 k's on the clock I was onto my 4th ISS.

As much as the video from the USA was interesting, I would not think it is a long term fix. I would not even consider doing it when Toyota should be replacing the faulty shaft with a new one.

If the dealer wants to charge you, tell them you are going to ACCC with a copy of the Report.

Toyota have buried their heads in the sand over this and will try and fob you off.

In most cases the KLUNK is intermittent and might not show up when the service person takes it for a test drive. You just need to jump up and down and make some noises.

It is pointless going to Toyota Australia Customer service as they are absolutely useless.

John

Hi Milo

It should be replaced at NO cost to you.

Try your regular dealer first, if no satisfaction, then go to somewhere like Sydney City Toyota. Talk to the service manager. They are fully aware of the problem.

There is now a FIX for the issue.

My Kluger was built with a faulty ISS. It was replaced 3 times before 10,000 k's. Finally the last one seemed to be the correct part and appears to have fixed the issue.

Read up on some of the earlier posts.

Let us know how you go.

Hi Ben

This steering issue (ISS) is a Toyota Australia issue. Please check out some of the earlier posts.

Toyota Japan and Australia have known about this issue for years. The Japanese continued to manufacture these vehicles and Toyota Australia continued to sell these faulty lemonisk vehicles to unsuspecting consumers, knowing they might have a problem down the track. It it Toyota that have 'ripped' off the consumer.

Any dealer wanting to rip you off for replacing this should be named and shamed, and you should contact Consumer Affairs. The problem is a Toyota one and should be fixed at no charge.

Suggest you point the service manager from Cardiff Toyota to this forum.

Also you might try the main Toyota Dealer in your city/state, in Sydney it is Sydney City Toyota.

Toyota, oh what a dodgy feeling!

John

Ask for the number of the part they reckon they fitted. The correct part numbers were mentioned in an earlier posting.

If they did not fit it or fitted the old part, the knock will return reasonably quickly.

Toyota certainly have gone to sleep on this and do not realise how much damage they are doing to the Brand. I continue to be one of their very worst critics and worst pieces of Advertising.

Hi Kluger 2

Please go back and read some of my earlier posts.

If in Sydney contact Sydney City Toyota Service dept. If in another state then find out who is the main Toyota Dealer (not a franchise). I think in Melbourne it is Melbourne City Toyota.

Also give the clowns at your dealership a link to this Forum.

My experience with the The Toyota Customer Experience (not) Centre was nothing short of a JOKE - a totally incompetent bunch of 'seat-warming', 'untrained' idiots, who could not give 'a proverbial'.

John

Ree

I switched over to Sydney City Toyota after being 'shafted' by Fergusons Hurstville. So far all OK with them.

My Kluger is on to its 4th shaft and that was before 10,000 k-lics.

Hi Ree

I think that what Bill Buckle is telling you is BS. Forget about going to Toyota Australia Customer Service, they are absolutely useless, you would get more sense from a two year old.

Suggest you give the service manager at Sydney City Toyota a call. The part has been available in Australia since late 2013.

From my personal experiences with my Kluger selling dealer 'Fergusons Toyota' and 'Toyota Australia' at Taren Point, I would never purchase another Toyota. They were both totally incompetent and could not give a 'proverbial'.

Try Sydney City as they were very accommodating and understanding to my issue.

John

Oh what a feeling, NOT!

PS: I find it interesting that nobody from Toyota Australia has come onto this thread and explained the TRUTH about the faulty parts that they put into their vehicles. They all seem to be hiding under their desks, avoiding the issue.

Hi Rene

Good to see yours is fixed.

My new Kluger made noises from the very first day I drove it. I was continually fobbed off by Fergusons Toyota and also Toyota Australia. I even had two of their so called 'Technical Field Advisors' drive the car. I think I have forgotten more about mechanics that these two Cereal Packet Qualified Advisors will ever learn! One of them was downright arrogant and rude. The other just took the obvious company stance.

In the first instance Toyota Australia did not want to know about it. They basically said, "prove to us it is making a noise and we will fix it". Finally the Fergusons Service Manager felt and heard the klunk and they replaced the shaft. This did not fix it and ended up with another two shafts.

Prior to the 10,000 kms Dec 2013, it had spent about 30 days of the road. In the first two years it only travelled 10,000 kms.

Also it is very difficult to sell a car with known faults.

The worst part about it is, that Toyota Japan and Toyota Australia and many Toyota Dealers have been aware of this issue for years. They all put profits before integrity. If they had scruples, they would have advised potential customers that these cars have been built with and are being sold with, a known fault. The evidence is there and it does not lie, that Klugers were built and sold with a 'dodgy' intermediate steering shaft. To me this is totally dishonest. Unfortunately, once you drive a vehicle out of the car yard, you are basically on your own. ACCC do not want to know. The Lemon laws for motor vehicles sold in Australia is virtually non existent.

Obviously if I had been by advised by the salesperson that here could be an issue, then I could have made an informed choice on what car to purchase. I would have most likely purchased a Prado.

I have moved on, however, the whole episode has obviously left a nasty taste in my mouth, and sadly I remain the worst possible advertisement for the Toyota brand.

It has been back for review twice after the "FIX'. Unfortunately, as the noises are intermittent, it is difficult to pinpoint where it is originating from.

As mentioned previously, I had 3 shafts replaced before 10,000 kms.

My Kluger was most likely a Friday afternoon special, aka a Lemon.

I was a 20 plus year admirer and owner of Toyotas, but, following my experiences with Toyota HO and Fergusons with this Kluger, I would never purchase another Toyota.

Good to see that they came to the party and sorted out your seat.

Hi Matt

Apologies for delay, Got tied up with a bung knee.

The paperwork that I have shows the same part number for my shaft fitted back in August 2013. This was/is supposed to be the 'FIX'.

The old dodgy part number is, I believe, 4522048180

Difference being the last digit. Old has a '0' and new has a '1'

Sadly my Kluger still has intermittent noises. Not sure if it is the steering or something else in the front.

My 'FIX' was installed in August 2013 However, I was recently told by a neighbour with same model Kluger and purchased from same dealer at same time, that the 'FIX' was not available until January 2014. His was replaced in February.

Very sadly Toyota Australia HO is not a company that I would put one cent of trust in. Same goes for the selling dealer, Fergusons Toyota at Hurstville. After being stuffed around by both of these, I now go to Sydney City Toyota, who seem to be up-to-date, with it and willing to go that extra mile. Also to date, all my experiences with Sydney City Toyota have been nothing short of 10/10 and very Professional.

Thanks for that Matt. I will check my paperwork when I am in the office tomorrow.

John