Most terrible "non" service delivery ever experienced - Consumer Complaint for Toyota Zambia Limited



SENDER
Gregory More O'Ferrall
I purchased a Japanese import 2001 Toyota Prado from a Durban warehouse in March 2017. As soon as I received the vehicle, and once the Toyota Zambia Solwezi branch opened, I took my vehicle to them to do a full service. Ever since, my vehicle has been serviced by them (there are only two "mechanics" that have worked on the vehicle).

My vehicle has been performing badly for over a year, and Toyota Zambi (Solwezi) informed me that it is a gearbox issue, and that they are unable to fix it. I had another person open it up and clean it, and it worked well; it was not the issue. I was then informed that it may be the turbo, so I took the turbo for an overhaul at Turboworks in Pretoria. The vehicle was still sluggish.

In August 2019, I took my vehicle to Toyota Zambia (Solwezi) and asked them to find the fault and repair it. After numerous visits to the service centre, not once did I find a mechanic working on my vehicle, but rather working on vehicles brought in for a service on the day. I then requested Toyota Zambia's Managing Director to intercede, as I was extremely frustrated after having me vehicle in this workshop for over 3 months (supposedly having undergone at least two diagnostic tests). After following up with the MD after 8 days, he informed me that I should not liaise with him anymore, but their Head Mechanic in Lusaka. I was furthermore informed by the MD that I should drive my vehicle from Solwezi to Lusaka so that they could do a diagnostic (at my cost) to hopefully identify the issue and then develop a plan to remedy any identified issue. Why could the diagnostic machine not be flown to Solwezi, or the service manager (head mechanic) not drive to Solwezi to diagnose the issue with these "mechanics"?

I fetched my vehicle from Toyota Zambia (Solwezi) after it having been there for over 3 1/2 months, and being informed (again) that it is a gearbox issue. I took my vehicle to the company for whom I work mechanic, who constantly works on our Toyota fleet. He took the vehicle for a drive and confirmed that there is no gearbox issue. He identified that the engine had a huge oil leak (there was no oil leak when it went to Toyota Zambia) and numerous bolts were missing from the engine (was my vehicle used for spares for other vehicles whilst under the care of Toyota Zambia?). He has identified that it is the EGR that needs to be replaced, and is in the process of replacing it.

Toyota Zambia will never get to work on this vehicle again, as long as I am the owner. I find it really disturbing that Toyota Zambia mechanics are unable to repair a Toyota, and really feel for the general population of Toyota owners in Zambia that rely on this "expertise". I certainly recommend that the leadership of Toyota Zambia considers getting all their mechanics certified as Toyota servicemen, and deliver a professional service to the Zambian Toyota owners. This is the most shocking (non) service that I have ever received (in any of the countries that I have worked and lived). My colleagues, who are both expatriates and Zambian Nationals, are really disappointed with the way Toyota Zambia has dealt with this vehicle, and most are now seeking other service providers who are more competent to service their vehicles.
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COMPLAINT #2431 - Customer Service Issues
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