Toyota Corolla - Altis | Felt cheated. Review on Toyota Corolla

07.01.2009

To,

Mr. Prashant,

Senior Officer, Voice of Customer – North,

Toyota Kirlosker Motor Pvt. Ltd.

Bangalore – 560 001

*Sub: My first experience with the Toyota product

*Dear Sir,

This letter to you is to convey some real facts of the Toyota experience I have had recently. All through my professional career, I was exposed to the very positive identity of Toyota brand and products. In fact some of the training programs I attended included the glorious stories about how the brand is defined and is proud of its slogan ‘touch the perfection’ in the real sense.(Now it’s ‘Quality Revolution’). Everything sounded very inspirational to the extent that I decided that someday I’ll own a Toyota Car myself.

I have been driving one of the not so popular brands from Europe, Opel Corsa since last 5 years. As far as I’m concerned the car has kept me and my family very satisfied with the performance. It has been a while, since we were thinking of upgrading to a next segment car, so Honda Civic and Toyota Corolla(old) were the shortlisted options. I was not so convinced on the looks of Civic as it boasts/fakes a sporty look but does not perform like one. We did a test drive and were convinced on the performance but then suddenly the news flashed that the new Corolla will get launch towards the mid of the year 2008. It made sense to wait for the new look as normally once the new look is on road, the older model seems dated.

Finally the car was announced to get launched on 5th Sept. 08 and I was among the few initial potential buyers at the showroom. Although the price was a little steep for me, but I was convinced on the looks and off course the legacy of performance was always there to support my choice.

The Honda Civic at this point of time offered me a big discount of approx Rs. 40, 000/- against the Toyota dealer who were not even ready to talk on the agenda. I was convinced by the enthusiastic sales team that the new designs/models will never be on any discounts for at least 1st one year of the launch and this is their time to earn, as answer to the Honda Civic launch year back. Like any other convinced customer, I purchased the new Toyota Altis on 8th of Oct 08.

The trouble started on the day 2 of the purchase, when the brakes of the car started to make a screeching sound and was heard loud and clear, even in the almost sound proof car cabin. First, it was ignored by us considering it may not be significant but in couple of days time the sound increased. The car was back in the showroom for check up as advised by my dealer on the first week. The test drive convinced the dealer and he was ready to go all the way to address the issue and comfort me. My car was up on the machine and the wheels were opened and thoroughly cleaned. I was exposed to my new car’s break shoes and was convinced yet another time that the trouble is taken care off.

10 days later the sound emerged again and this time much louder and the car got back in the showroom. This is the time, I also logged on to the ‘toyotabharat’ website and lodged a complaint against manufacturing defect of which a got a prompt response from the Bangalore office the very next day suggesting that the dealer will address the concern. The dealer responded and confirmed that the company will now import new brake shoes from Australia and replace as requested by me on the grievances section. This took about 10 days and I was called to get the vehicle for the replacement of the brake shoe. Yet another Saturday spend at the workshop, I hoped that my trouble will be over now.

The car brakes do not make the sound it used to but there is a still a squeaking sound from the rear wheels at times. I have lost patience to go back again to the workshop and now thoroughly relying on the words of the sales head – 3 years and 1 lakh Km warranty and all manufacturing defects will be taken care by the manufacturer.

The series of episodes made me think that is it my bad luck or have I invested into a product which will stand the test of time? I purposely decided to jump a segment and considered that I have made a future proof investment for next 5 to 6 years. Was this a right choice? Or should I have opted for the much discounted Honda Civic.

Before I could have concluded my answers, the announcement on the new Corolla Altis offering discounts was officially made through newspapers advertisements. I immediately contacted the dealer and it was cleared, that due to reduction in excise there is a big discount. But, to my surprise there was a further discount offered by the Toyota Company. On the whole everything added to approx Rs. 60, 000/- which I could have saved in case I would have not listened to the sale team in Oct. 08 & opted for waiting which all my colleagues suggested. This time I really felt cheated.

This communication is to convey that the image in my mind about the brand is now, not what is conveyed through the glitzy advertisements. Please do note that although I was promptly attended to by the dealer and they took great care every time but I am completely disheartened & traumatized by both the product problem & company’s disregard to its new customers.

Would await a prompt response & action on the same.

Best Regards,

Vikas Sabharwal,

Vice President – Architecture & Interior Design,

PVR limited.