Can I reject this approved used vehicle?
Discussion
I Have bought an approved used 2019 2.0 Carolla Hybrid around 8 weeks ago. It’s now been to the dealers 4 times to fix an issue with the Bluetooth handsfree system.
I realised it had this problem only 2 days after purchase. I purchased it from an approved used dealer 250 miles away.
When on a call, making or receiving, the line is terrible. It’s like they (in the car) are speaking underwater, like very distorted.
So far Toyota have done a software update, replaced the rear windscreen (to fix another DAB problem) they packed the microphone out with foam (that was a recommended Toyota bulletin fix) and now last week they’ve fitted a new microphone but still the problem persists.
After the last attempted fix they tried to to blame the problem on mine and my partners phones, luckily the dealership director came out and connected his phone and tried to call one of the service technicians in my presence and the call quality as usual was terrible, both ways.
The fault is present across different versions of iPhone and also non iPhones.
Local dealer is now saying only options left are a new system key update for the nav & media (have no idea what this is but he said it’s £250 and Toyota have to release it) and on failing that a new head unit at a cost of £2,500.
It’s currently under their warranty so no cost to me so far.
Today the dealership director has told me that Toyota Uk are saying that because there’s no known hardware fault that they can identify, they cannot do anymore to help it’s just how the system on the car is.
I’ve been reading online and it seems a lot of 2019 Toyotas across the board were fitted with a Panasonic head unit (mine has one) and they had many problems, one of them being Bluetooth call microphone distortion. So much so, they stopped fitting that unit and went to JBL unit instead.
Apart from this issue we love the car but it’s imperative my partner has hands free calling for her business, so we can’t keep the car like this.
Can I reject now and if so how do I do this?
I realised it had this problem only 2 days after purchase. I purchased it from an approved used dealer 250 miles away.
When on a call, making or receiving, the line is terrible. It’s like they (in the car) are speaking underwater, like very distorted.
So far Toyota have done a software update, replaced the rear windscreen (to fix another DAB problem) they packed the microphone out with foam (that was a recommended Toyota bulletin fix) and now last week they’ve fitted a new microphone but still the problem persists.
After the last attempted fix they tried to to blame the problem on mine and my partners phones, luckily the dealership director came out and connected his phone and tried to call one of the service technicians in my presence and the call quality as usual was terrible, both ways.
The fault is present across different versions of iPhone and also non iPhones.
Local dealer is now saying only options left are a new system key update for the nav & media (have no idea what this is but he said it’s £250 and Toyota have to release it) and on failing that a new head unit at a cost of £2,500.
It’s currently under their warranty so no cost to me so far.
Today the dealership director has told me that Toyota Uk are saying that because there’s no known hardware fault that they can identify, they cannot do anymore to help it’s just how the system on the car is.
I’ve been reading online and it seems a lot of 2019 Toyotas across the board were fitted with a Panasonic head unit (mine has one) and they had many problems, one of them being Bluetooth call microphone distortion. So much so, they stopped fitting that unit and went to JBL unit instead.
Apart from this issue we love the car but it’s imperative my partner has hands free calling for her business, so we can’t keep the car like this.
Can I reject now and if so how do I do this?
OverSteery said:
OK - grumpy old man here - I thought cars were for driving and transport. Did your partner make this 'imperative' clear to the vendor?
Cars are for many things and if his partner needs to spend time on the phone whilst driving (as many including myself do) it’s not unreasonable to expect a standard feature to work correctly surely?Yes if it was advertised as having bluetooth hands free and it doesn't work, reject.
Be nice, explain you're rejecting it and ask them what to do next.
Stop driving it, log everything and follow up any phone or in person calls with email minutes, asking for corrections.
Whilst it might seem odd to us old folks, if it's essential then reject it.
(otherwise headset, set for your head?)
Be nice, explain you're rejecting it and ask them what to do next.
Stop driving it, log everything and follow up any phone or in person calls with email minutes, asking for corrections.
Whilst it might seem odd to us old folks, if it's essential then reject it.
(otherwise headset, set for your head?)
dundarach said:
Yes if it was advertised as having bluetooth hands free and it doesn't work, reject.
Be nice, explain you're rejecting it and ask them what to do next.
Stop driving it, log everything and follow up any phone or in person calls with email minutes, asking for corrections.
Whilst it might seem odd to us old folks, if it's essential then reject it.
(otherwise headset, set for your head?)
The OP is not saying it does not work, just that the quality is not great. Toyota are saying it is the standard fit and no worse than that. It does work.Be nice, explain you're rejecting it and ask them what to do next.
Stop driving it, log everything and follow up any phone or in person calls with email minutes, asking for corrections.
Whilst it might seem odd to us old folks, if it's essential then reject it.
(otherwise headset, set for your head?)
MustangGT said:
The OP is not saying it does not work, just that the quality is not great. Toyota are saying it is the standard fit and no worse than that. It does work.
Fundamentally, the OP needs to find if it is faulty, or just how it is.Easiest is to try the system in another identical car. Does the dealer have others?
If it is different on an identical car, then yours needs to be - and can be fixed.
If it is just how it is, annoying though it is, I think that means you have bought the wrong car. [A reasonable person would however expect what is a basic feature on a modern car to be useable].
Does rather sound like a design defect and where you can chase your tail for a long time and get nowhere.
I would document everything and basically say you have no choice but to reject it because of the faulty hands free operation. Put all this in writing to the dealer and then park the car up and not use it, it is important that you stop using the car as using it can be interpreted as acceptance of the problem/situation.
Now you have formally rejected, what are your expectations? A refund, a swap to an equivalent
model with the JBL system and a bit of extra money?
Have you discussed with Citizens Advice? Probably worth a call, if the car is financed a call to the finance company to get them involved as well.
I suspect the biggest issue in all this is to actually stop using the car.
I would document everything and basically say you have no choice but to reject it because of the faulty hands free operation. Put all this in writing to the dealer and then park the car up and not use it, it is important that you stop using the car as using it can be interpreted as acceptance of the problem/situation.
Now you have formally rejected, what are your expectations? A refund, a swap to an equivalent
model with the JBL system and a bit of extra money?
Have you discussed with Citizens Advice? Probably worth a call, if the car is financed a call to the finance company to get them involved as well.
I suspect the biggest issue in all this is to actually stop using the car.
OverSteery said:
OK - grumpy old man here - I thought cars were for driving and transport. Did your partner make this 'imperative' clear to the vendor?
Why, if it is imperative, did you not test it before accepting the car? I understand it should work clearly, but something imperative I would check.That said, if it works but unusable, they should sort it.
I have swapped head units from another stock car before now, it cannot be difficult for a main agent, to keep you happy.
It would seem the quickest and easiest resolution for both parties, and will show if the car still has faults or it indeed is the head unit.
Big Rig said:
They say they can’t do this as it’s a different wiring harness
https://www.themotorombudsman.org/knowledge-base/w...Reject it based on failed repair, it may be subject to a mileage reduction but Toyota customer services might help on that.
Toyota do loads of things really well but infotainment systems aren't one of them. My wife has a 2022 Rav 4 which is a great car but the infotainment is terrible, hilariously outdated and has been back to the dealer for software problems a few times. Bluetooth quality and connectivity remains poor. If phone calls while driving are a big deal then I would reject the car and buy one from a manufacturer who does it better.
No ideas for a name said:
Fundamentally, the OP needs to find if it is faulty, or just how it is.
Easiest is to try the system in another identical car. Does the dealer have others?
If it is different on an identical car, then yours needs to be - and can be fixed.
If it is just how it is, annoying though it is, I think that means you have bought the wrong car. [A reasonable person would however expect what is a basic feature on a modern car to be useable].
This is my thinking too. Need to establish if it is crap but just how they are or if yours is actually broken in some way. Easiest is to try the system in another identical car. Does the dealer have others?
If it is different on an identical car, then yours needs to be - and can be fixed.
If it is just how it is, annoying though it is, I think that means you have bought the wrong car. [A reasonable person would however expect what is a basic feature on a modern car to be useable].
RB Will said:
No ideas for a name said:
Fundamentally, the OP needs to find if it is faulty, or just how it is.
Easiest is to try the system in another identical car. Does the dealer have others?
If it is different on an identical car, then yours needs to be - and can be fixed.
If it is just how it is, annoying though it is, I think that means you have bought the wrong car. [A reasonable person would however expect what is a basic feature on a modern car to be useable].
This is my thinking too. Need to establish if it is crap but just how they are or if yours is actually broken in some way. Easiest is to try the system in another identical car. Does the dealer have others?
If it is different on an identical car, then yours needs to be - and can be fixed.
If it is just how it is, annoying though it is, I think that means you have bought the wrong car. [A reasonable person would however expect what is a basic feature on a modern car to be useable].
Bit of an update. Toyota have now finally today after 6 weeks of waiting told me they'll be conducting no more repairs on the car to fix the problem. The next thing they would like to do is a full system software update which they will reduce to £180 for me, but they aren't convinced that will fix the issue. The lady at the dealership even said today that I should just reject the car at this point.
I'm not wasting anymore time.
How do I reject the vehicle officially can anyone give me some advice? I have all the dates logged it's been in for repairs, it's been back 6 times for different things, the Bluetooth issue being 3 of them.
To answer above, I was in Cardiff the weekend and I saw a taxi driver in exactly the same car as mine (year, engine & spec) and I asked him about the handsfree, he was adamant his is absolutely fine. So, I'm pretty sure it's an issue with mine and not in general.
I'm not wasting anymore time.
How do I reject the vehicle officially can anyone give me some advice? I have all the dates logged it's been in for repairs, it's been back 6 times for different things, the Bluetooth issue being 3 of them.
To answer above, I was in Cardiff the weekend and I saw a taxi driver in exactly the same car as mine (year, engine & spec) and I asked him about the handsfree, he was adamant his is absolutely fine. So, I'm pretty sure it's an issue with mine and not in general.
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