Toyota Motor Sales in Plano, Texas (TMS)
Customer Experience Center (CEC)
Toyota Motor Sales in Plano, Texas maintains a customer relations operation labeled the "Customer Experience Center" (CEC). This CEC function did not help My Owner in any meaningful way. Each time we called the CEC, we were told that they had "referred" the matter back to the dealership which would handle the complaint going forward. FA then chose to ignore a number of these CEC "referrals" telling CEC representatives that FA had "found out" that My Owner "had a lawyer". This entire "had a lawyer" claim IS NOT TRUE; we have not engaged a lawyer. So.... FA has set up a circular process to completely avoid explaining to Toyota Motor Sales in Plano, Texas how My Owner has been treated.
Customer Experience Center "Cases"
We filed a number of CEC complaints beginning with the first on Feb 21, 2020.
CEC Case Number Date Started Date Ended Person/s Investigating
#200319 0962 Feb 21, 2020 Feb 21, 2020 Stacey Carothers
#200319 0933 Feb 26, 2020 Apr 03, 2020 Unknown Person
#200319 2474 Mar 19, 2020 Apr 20, 2020 Natasha Ramirez & Karen Schmitt
The initial complaint filed with the Toyota CEC (February 21, 2020) reads as follows:
Customer By CSS Web (name redacted) (02/21/2020 01:56 PM)
1. We contacted Toyota at 1-800-331-4331 and were issued a "case number" of 2002210962.
2. We would like someone from outside the Anderson Dealership to review the work proposed vs the work performed covered by the attached service documents.
3. We would like all parts that were removed from the car to be retained at Fred Anderson Toyota for review by a Toyota Corporate Representative or Toyota District Service Representative. Following a review of this case we would like the parts to be returned to us.
The focus of the CEC operation is apparently to capture information about Toyota's cars, not Toyota's customers' experiences at Toyota dealerships. Supposedly, any and all contacts and emails to that organization that reference a "case" number are appended to the CEC's "case" and could be retrieved at some point if necessary. This online "case" is not available to the customer. Repeated telephone exchanges with CEC staff indicate that they either cannot or will not read through the complete "case". ((( After a while, this becomes understandable because the sheer volume of information about this case continues to grow and grow. )))
To summarize
The entire Toyota Motor Sales CEC experience to date has been very polite but completely ineffective in getting convincing Fred Anderson Toyota to address My Owner's concerns. Each CEC contact resulted in the matter being "kicked back" to Fred Anderson Toyota Raleigh's management who in turn ignored the CEC requests to contact us. The CEC continues to "refer" the matter to FA's Customer Relations Manager/s (CRMs) who in turn ignore the "referrals".
We have NEVER received ANY contact WHATSOEVER from a Fred Anderson Toyota Customer Relations Manager. Some of our email exchanges with TMS's CEC were documented via email and are provided in our "emails" attachment to our NC AG complaint.