Posted by Jay
We purchased a 2012 Toyota Camry Hybrid in May 2013. We bought it from the dealer. It had only 120 miles on it. The car was hit and the front left panel and bumper was damaged. The car was brought to the body shop. Repairs were expected to take 3 - 5 days. The car was brought in for repairs on APRIL 4, 2014. In the process of making the repairs, it was discovered that the electrical wiring harness had shorted out and damaged the harness. The car was therefore not driveable. The car was brought to the local Toyota dealer. The dealer ordered the harness. We were then informed that there was a global back order on the part, and they were not sure when the part would arrive so that our car could be fixed. We have been waiting for the part for more than 3 1/2 months, and we still don't have our car. I called Toyota customer support to see if they would help. The first person I spoke to was named Miguel. He was very helpful. He sent my case to "escalated" customer support. A representative named Jay called and left a message that the order had been cancelled by the body shop. I told him that that was an unauthorized error, and requested that the order be reinstated. He said there was nothing Toyota could do; that we lost our April place in the line for the harness; and that the part would have to be re-ordered as of July 23rd. I asked that he call the dealer to confirm that there had been an error and that the order was cancelled by mistake. Jay said he would call me tomorrow -- that he was busy with other customers today. He was arrogant; matter-of-fact about the fact that we had already waited 3 1/2 months and would now be put at the back of the line for a reason not related to us; and TOTALLY unhelpful. A consumer advocate named Clark Howard calls customer service "customer no-service," and it this case that is exactly what I experienced. Jay did not try to provide service to find a way to correct an error and treat us fairly. He just talked about why Toyota couldn't do anything about it. He is supposed to call back tomorrow. Hopefully, my experience will start to improve. This is the first time we bought a Toyota, and at this point, it will definitely be the last.