Headliner issue and warranty work not done by Toyota

[CrusrDug]

Is Toyota required to do warranty work?

I took my truck in yesterday for some issues I have with the headliner. It's been replaced once because it would not hold a tight fit around the sunroof opening. After the replacement the rear air controls didn't work, the sunroof slider cover now works its way forward going down the road and there was a small buckle up near the windshield. I was also having them do a TSB which was addressing a "tick" noise coming from some windshield clips.

Well, they fixed the air control and tried to fix the buckle in front. They still think they fixed the buckle, but by the time I got home (5 miles) it was already pulled loose. The receipt says they "heated and tried to reform (didn't work), tried double sided tape (didn't work) then installed velcro. I'll figure out today if the sunroof is still an issue.

After they told me they have done the TSB, they are now having a glass shop do it. Seems strange to me for a non toyota shop to do the repair. My question is this: Are TSB's required to be done by Toyota?? I'm concerned because they have to drop the headliner - yet again- to do the repair.

 

[CrusrDug]

Bump...

Any Toyota friends out there??

 

[C-dog]

I had some stuff done with my windshield, and they had a non toyota guy do it at the dealership (did a great job). Anyway, I think the glass guy specializes in glass and the dealership rarely sees glass jobs or fusses with headliners. My .02

 

[e9999]

doesn't sound too great a job so far

any other dealer nearby?

 

[SINCITY100]

I imagine this is true with any dealer, but ALL windshield installs/repairs are done by local glass shops here, not by a Toyota technician.

Toyota does allow certain warranty/TSB work to be performed by qualified or "approved" outside sources (I.E. glass, interior upholstery, convertable tops, paint etc... ) because the dealers techs are not trained in these fields.

Of course, If a problem arises due to a 3rd-party repair, then its still the dealerships` responsibility to insure that its corrected, not the owner.

Its does seem strange sometimes to send a vehicle outside for a repair, especially when it seems like a simple job, But.... TRUST ME, you are always better off having someone who specializes in such repairs to do the work.

I have seen some "first trys" on both glass and upholstery repairs... And its not very pretty


Good luck !

 

[REKCUT]

You said that the headliner replaced. Was it the same people that are trying to fix it? I have taken out many headliners (1000's) and this sounds like they are trying to stick you with something they messed up. The headliners in new cars are molded to cardboard or fiberboard of somekind and if it had a buckle in the front it is because they bent it getting it in. If they are trying to use double sided tape then they need to buck up and get another one and install it correctly.

 

[CrusrDug]

Thanks for the responses and I agree with letting an expert cut these clips off that are causing the noise on the windshiled.

On a seperate note- How does a new dealer look at fixing something that they didn't start on originally? Which dealer would soak up the cost of the second headliner?

 

[REKCUT]

I am guessing that you are still under warranty so any dealer you take it to should fix it. If your not then the ones who messed it up would be the ones. You might have to make some noise. The ones who messed it up will have to pay for it, not toyota and the service manager is usually paid part of his pay based on profit and numbers so he is not going to want to shell out the money for something that Toyota wont pay him for. This is not your problem. If the damage was not there before they started working on it then I would throw a fit and go over his head. You have the 60k flag ship of the Toyota empire and you should not have to have a headliner that is held in place by double tape. All these dealership and Toyota itself are very worried and driven by the customer satisfaction surveys that they get. Anyone that works in the industry can tell you they spend many hours on the numbers that come back and have lots of meeting on how to get those number higher. If you take it to the GM and tell him you want it fixed, I would be suprise if you dont get some personal attention and most likey a loaner vehicle to use while your truck is being fixed.

 

[CrusrDug]

Update- just got back from the dealer and they have agreed to replace the headliner again. I was actually pleased with this visit probably because I took a "nice" approach and nobody ended up raising their voices.

At the same time they do the headliner, the glass guy will be there to do the TSB.

Reckut- if you read this, I also have an issue where the sunroof cover works it's way forward driving down the road. Do you think this has anything to do with the headliner or is the slider "friction" a separate issue?

 

[CrusrDug]

So get this-

The dealer has had my cruiser for two days to replace the headliner and do the TSB for the windshield noise. I specifically pointed out, as I handed them the TSB, that the headliner needed to be dropped to do this and the best time obviously is when it is out. All agreed.

If you read my first post you will see this is the second time in for the headliner replacement because the first time it was replaced they put a crinkle in it.

So I pick it up today and immediately notice these wrinkles in the front of the headliner exactly where the TSB work is targeted. I asked them to look at it and tell me what they saw. The service guy said "it looks like it was pulled back at the area the glass people did the repair, but we'll get that fixed if you have five minutes" I said go ahead and do what you need to do, but you aren't going to be able to fix that. It's crinkled and the form of the headliner has been permanently damaged. They took it to the shop, brought it back and said the needed a couple hours to work on it. It didn't look any different from when they took it back. I said - Just order a new headliner and save us all the hassle.

Bottom line is they did the glass repair after the headliner was put in and didn't bother to drop the headliner. He's talking to the service manager tomorrow since he was gone today. I feel like a , but I'm pissed and frustrated. I wonder if the three time fix - lemon law - will hold up here? Doubt it, but all I want is my headliner to fit nice and smooth like it should and not have crinkles in it that will undoubtedly get worse over the life of this cruiser.

Any suggestions???

 

[Benson]

Yes, find another dealer.

 

[CrusrDug]

One positive- The tick noise from the windshield area is gone. That was driving me crazy.

They're scheduling the Toyota rep to look at my issue with the headliner.

 

[CrusrDug]

Headliner #3 on the way. The Toyota rep told me that was bull**** the way they did the TSB and he was authorizing another headliner. I hope 3's a charm for me....

 

[CrusrDug]

Dropped it off today so I'll let you know the status in a couple days on the headliner and this

https://forum.ih8mud.com/showthread.php?t=147195

They gave me a free rental- Excursion with 2000 miles - YUCK is an understatement.

 

[CrusrDug]

Headliner is in and they finally did it without creasing it!! Now if I can just remove all of the black stuff that was smudged various places on the interior, I guess this is a done deal Anybody know a good interior cleaner for some of the fabric areas? I'm doing it myself- I don't want them touching it anymore.

I don't think the sunroof will slide forward anymore either because now it is very tight almost too tight. About halfway back it really runs into resistance, but I will give it time and not for now.