urn:uuid:53032948-6055-3d1b-cbfd-3948eae5987e http://gethuman.com/Toyota/news_793/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:8642eb2c-d689-952b-523a-70cea6c5ff98 2011-05-24T13:57:25+00:00

Toyota is learning the hard way. After recalling over 14 million vehicles, the company launched a seven person investigative team to discover where the flaws in the process were that resulted in the company suffering major losses in a year that saw all car makers average gains of 13%. The results of the investigation are interesting because the panel decided the flaws in the recall were not due to faulty electronics, but instead they were due to Toyota's lack of a clearly defined procedure for recalls, but more importantly, the company's tendency to dismiss customer complaints. That's right folks, customer service, or lack thereof was the reason for the car manufacturers problems. According to the report, the company was slow to respond to customer complaints because it was skeptical that there could actually be something wrong. Also interesting is the fact that Toyota, the company that has a clearly defined manufacturing process that has been modeled and emulated over the years, apparently meandered off the "Toyota Way", allowing the problems to fester and become worse over time. These faults and interference of hubris resulted in the company being fined $50 million, and suffered losses of millions of dollars in potential sales.

As customer service advocates, we don't want to gloat, but we do find it interesting that more and more we're starting to see once proud, strong, successful companies face major issues for ignoring the people that drive sales the most, the customers. While I think we can all agree that we'd like nothing more than to see Toyota surge back to the front of the auto industry, if only to provide jobs and income to a country that desperately needs it to succeed, it is interesting that the lack of customer service led to the current problems. Business school's love teaching classes about Toyota and it's impeccable manufacturing process. We can only hope that newer cases about the company's problems, specifically highlighting the lack of customer service, are being written. The only way to fix the issues in the customer service industry is by studying the problems of the biggest companies, so that customer service issues in the future will be resolved before they are allowed to begin.

For more on the panel's results click here. ]]>

urn:uuid:eeb29b56-4c86-a952-59da-702e9c3e29e0 2011-02-25T20:16:30+00:00

Toyota. After issuing several recalls, the company yesterday issued another recall of 2.17 million American cars, bringing the total number of cars recalled in the US to 8.27 million. Yikes.

The newest recall was an addition to an earlier recall by the car giant that is hoping to fix flaws with certain model's floor mats interfering with the gas pedal. This newest recall is not for a new problem, but is in fact expanding the selection of cars recalled that came as the result of the US legislator's ongoing investigation into a similar problem from last year. According to Toyota officials, the most recent recall was issued to further prohibit problems with sticking accelerators and now includes the 2004-2007 Lexus RX 330, the RX 350 and RX 400h vehicles, the 2004-2006 model of the very popular Toyota Highlander, as well as the Lexus GS 300 and GS 350 sedans. The news isn't all bad for the car company. The latest recall now brings an end to the US investigation of the car company's problems and no further recalls are expected related to this issue. Toyota has had a very turbulent year and has had several recalls, forcing the company to form a task force of over 1,000 engineers whose main goal is quality control, and the company is expected to appoint a new post back in Japan whose sole purpose is managing further quality control for Toyota. It should also be noted that the company added additional models to a previous recall, so owners of 4Runners, Rav4's, and Lexus LX 570's should also check with the company to see if there are specific issues with their car. As always, GetHuman.com has helpful phone numbers and tips for getting in touch with Toyota for anyone who has a concern with the recall or would like to get in touch with the company regarding this issue.

For more on the latest recall by the Japanese car maker, click here. ]]>

urn:uuid:31db871e-ef94-4398-1760-114c6cb5958b 2011-01-27T16:04:23+00:00

In a stunning turn of events, Toyota has issued a recall. Again. It happened. Seriously. Bringing the grand total to 12 million cars now recalled since 2009, the company yesterday issued a recall of 1.7 million cars due to loose or leaking fuel pressure sensors. The recall mainly affects cars in Japan, but owners of the Lexus IS and GS sedans in North America should keep their eyes open for a recall notice coming from Toyota. No, we're not repeating ourselves. They are seriously having yet another quality control issue and are issuing a recall.

What in god's name is going on over there? The company that once was so efficient, and so wrought with pride due to consistently providing quality products that they wrote numerous business school cases about the company, just can't get it right. Just a few years ago, it was the North American car makers that were the laughing stock of the industry as GM and Ford were facing bankruptcy and government bailouts, and the Japanese stood tall as the example of how to dominate the car industry. Now Toyota, once thought untouchable by it's competitors, is spiraling back to earth uncontrollably with numerous recalls, poor quality products, and customers jumping ship for other brands left and right. In a country defined by honor and hard work, there's no doubt the company will do everything possible to ensure the appropriate turn around happens, but it's amazing to see the chink in the armor, in what was once thought of as an impenetrable force. Chief Executive Akio Toyoda has vowed to do everything possible to restore honor to the company, but the question remains - with GM and Ford presumably turning things around, and with Toyota struggling, is it time to start looking more seriously at American-made cars again? It's a question that needs to be considered as the once giant of the auto industry continues to sort out the myriad of issues that continually are popping up...and honestly, it's not like we're telling you to go buy a Yugo.

For more on the recall, Click here. ]]>

urn:uuid:ef922521-6949-3187-7f00-df668496dd78 2010-10-21T14:02:31+00:00

Toyota didn't have a recall. This time, Toyota is recalling 1.53 million cars due to problems with brake fluid and fuel pumps. That brings the grand total of cars recalled this year to 10 million. Yes, 10 million calls have been recalled. This year. Toyota, the world's number one car maker, has desperately been working on it's quality controls in an effort to better listen to it's customers and you know, keep people from DYING. All kidding aside, Lexus and Avalon owners should be aware their cars should be checked for a weak master cylinder in their brake system, leading to weak break power, as well as an electrical problem with the fuel pump that could cause the engine to stall.

As always, if you ever have any concerns that your car may be affected by this recall, call the company directly by using our Toyota shortcuts. For more on the recall, click here. ]]>

urn:uuid:1f951f93-f29b-8f79-0bcd-0a3b82268912 2010-07-25T19:09:06+00:00

urn:uuid:d9e5a82a-94d4-ef65-7e1a-12d7711a8c4f 2010-05-18T16:11:24+00:00

urn:uuid:3b9a1553-843f-9cb3-e1c6-6a94d924768e 2010-04-06T15:53:47+00:00

Toyota $16.4 million for not properly disclosing the problem with gas pedals sticking in certain Toyota models. The fine is the largest ever issused by the agency. The NHTSA claims it learned that Toyota knew of the problem in the gas pedals since last September, and did not properly recall the cars in time, endangering consumers lives, and thus earning the maximum fine. The NHTSA has not yet ruled on whether Toyota took the proper precautions on a separate recall in some of the trucks, as well as the ever popular Prius line. While $16.4 million seems like a small amount to a company the size of Toyota, as customer service advocates, we have to applaud the fine as it will hopefully prove that even that largest companies have to be more focused on the customer, and not just on the bottom line. While the amount of the fine won't even make a dent in the gigantic deficit the US government is currently running, the mere fact that the fine is being issued will hopefully force companies of all sizes to focus on the end products that end up with customers.

For more on what hopefully will be the end of the never ending story, Click Here ]]>

urn:uuid:2da7e22d-64a9-bafc-1752-90289c9880a3 2010-03-08T21:44:20+00:00

urn:uuid:0c726dba-f208-f0fe-e8fb-35360887b3d4 2010-01-08T22:59:26+00:00