My airbag light in my car went off so I took it to the dealership. They said the spiral cable was faulty and my airbags will not deploy. $800 to replace. I looked up the part that failed and saw it was recalled in my year and model but they couldn't find it under my VIN so it wouldn't be covered. I thought this sounded like BS so I spent hours talking to multiple people at Toyota corporate who couldn't even find my VIN ANYWHERE to see if it was recalled since the car was purchased overseas through the military. The last person I talked to gave me an answer that she could see it definitely was not included. I took 10 minutes and found European recalls myself through Google and guess what? It WAS recalled. In the meantime I've been driving without an airbag. Terrible service. Train your employees how to use Google.
Kelkel
Contact the Toyota service rep for your area, talk to him/her directly, see if anything can be done. He/she can make the decision on the spot if Toyota can assist or not; talking to someone on the phone won't be very helpful. Contact your dealer, ask them to setup an appointment for you with the service rep, so you can talk to him/her in person.
Otherwise, a spiral cable or 'clock spring' is easily replaced by almost any decent mechanic and the part is typically less than $35 or so unless you purchase OEM. I changed mine on a 2013 Highlander and documented it fully:
www.toyotanation.com
Highlander SRS Warning and Clock Spring
Hello, I was installing a new intermediate steering shaft as the OEM one was having issues. I believe I got it in fine but I am not sure what is happening now. I have an SRS Airbag light on and the steering wheel will only turn about 1/4 left or right from center. When doing the shaft...
www.toyotanation.com
They are replacing it now. Once I provided the link to the dealership to find the recall, they are honoring it. Toyota's answer was, "We are not allowed to use Google." It is a major flaw in their system to not centralize recalls and follow up. Cars travel across borders, especially with military and I am not happy that I've been transporting my kids without airbags because they don't have a single person in their recall staff that could tell me where to look up the information. They in fact argued and spoke over me. I am going back to Honda after this, who has always stood behind their cars that I've owned.
Agree that they could have handled your situation better; however, your situation is unique, in that you are asking for assistance on a vehicle that was not originated from the US, it makes thing a bit more complicated.
As far as their staff using Google, what do you think will happen to their office if one of them got hacked?
Your dealer should have taken the case up with their service rep if they are aware of your situation, which would have solved your issue in a simpler and direct way.
It is hard to say if Honda will treat you any different if the car you brought in wasn't originated from the US.
Just saying!
As far as their staff using Google, what do you think will happen to their office if one of them got hacked?
Your dealer should have taken the case up with their service rep if they are aware of your situation, which would have solved your issue in a simpler and direct way.
It is hard to say if Honda will treat you any different if the car you brought in wasn't originated from the US.
Just saying!
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