At the beginning of April last year, I ordered a Kluger 2022 Hybrid in Toyota Nunawading. They said about 6 months and no later than 12/2022 I can get the car. The contract clearly stated that the car will be delivered in December 2022.
At the end of June 2023 they announced that the car arrived. However the amount I have to pay is higher than the amount on the signed contract. I was explained the price increased because they changed the model. I asked them a key question: “Okay, so have you informed me yet? Have you consulted me yet?”
If you asked me, I will have 2 options depending on financial situation: agree to continue or terminate the contract.
Sales manager Alex Thai who directly sold the car to me , did not get straight to the point and also did not answer my question correctly. He blamed on Toyota by saying: “Toyota has changed for the model and we can't do anything.
That's ok, you don't need to take the Kluger."
He represents Toyota but he speaks as if this is not his problem and he has nothing to do with it.
While what he can do is: NOTICE CUSTOMERS.
And the best communication he can do when a customer asks is, “That’s ok, you don’t need to take the Kluger.” How ridiculous was that?
For me, this is a HUGE answer. Answer like that? Where is the responsibility for my car? Where is my 16 months of waiting.
I continued to patiently repeat the question, and he continued to dodge the answer. He tries to make the customer the one to blame. He lied by claiming to have informed my family members. But when I'm sure my family doesn't know about this. He said, “If he forgets, he apologizes!”
Do you understand? Sorry if I forgot? So that means I am taking responsibility and damage for what I did not do. I had to pay unwanted money for his omission.
More remarkable than the unkind apology from him comes from my warning to review how he works. It's not that he feels he's really guilty.
If the apology had been made earlier, right at the time I asked the first question. I will sympathize for what happened but unfortunately, when he challenged me, I didn't have to take the car. His reaction was terrible.
I understand one thing clearly, because the car price is increased
he wants to find other customers for higher benefit. Because based on the signed contract, it will be very difficult to increase the price as desired
I don't understand why and on what basis, Toyota chose him as sales manager.
I think he needs to be retrained. I want the owner who manage him to take him out to buy a $ 4 coffee at a normal coffee shop to see how he gets the service. Only $4 coffe but they take care of the customer better than the guy selling a 70k car. He gets a commission on my money but what is he doing?
We are in Australia. So don't work like: "Made in China!" Made in China means working for the immediate benefit.
Business requires cooperation, responsibility and Ethics. I go to buy a car, I pay but I don't ask. Profit needs to go hand in hand with PRESTIGE.
Car is a vehicle, 15 months late for delivery, I have never shown rude attitude even though my life and work have been greatly affected.
I sympathize with you but the way you treat your customers is really bad.
I asked Toyota to fire the sales manager of Alex Thai. And I hope not a single customer chooses him for their car sales.
He has absolutely no notice of a delay in the delivery of the car. From the beginning to the end, a sincere thank you and sorry sentence is not available. He is complacent and considers himself the top door because of the current car shortage.
After 3 nights of sleepless nights and not being able to eat anything because I was so shocked by the way I was treated. I just felt this was a lucky incident. I signed a contract with Lexus & got the car after 1 week.
I advise anyone who intends to buy a high-priced Toyota line. Maybe consider switching to Lexus for better appreciation and service.
High-end car companies have professional ways of working and services.
Tesla emailed my friend when they changed the model to a new model during the car-making process, out of respect for the customer. They Emphasised they will keep the price in the contract and only increase the price with the contract that signed later.
Depending on the car company & depending on the contract, we can adjust the price. If Toyota had a friendly and courteous exchange, things would be different.
Although I know ALEX THAI does not represent them all. But I still have to make this review public so you can see the consequences of using the wrong person. You can’t pay me back my time.