Toyota announces details of actions on quality-related issues

Toyota Motor Corporation (TMC) announced details of a number of quality-related matters at a press conference in Tokyo today.


KEY POINTS:

Chief quality officers to be appointed worldwide

– New Special Committee for Global Quality

– Stronger framework for receiving and monitoring customer feedback

– Rigorous and independent testing of electronic throttle fail-safe system

– Brake-override system to be introduced on all future models

– Toyota to make active use of on-board data recorders to gather information


Measures for improving product quality

Toyota is to appoint a new chief quality officer for each principal geographical region to help make the company more alert to customer concerns. These officers will sit on a newly established Special Committee for Global Quality. This committee, headed by TMC President Akio Toyoda, will move the company’s quality improvement activities to a new, higher level. It will meet for the first time on 30 March and Toyota will consult independent, third-party experts to review the contents of that meeting.

In a separate move, Toyota is strengthening its framework for reporting customer feedback from each region directly to its Quality Group and Product Development Group, so that that information received can be translated more quickly into product quality improvements.

This initiative will be launched first in the USA where Toyota will expand its network of technical offices and fine-tune its information gathering capabilities. The aim is to be able to conduct on-site inspections within 24 hours of every reported incident of an equipment malfunction.


Electronic throttle control technology safety

Toyota’s electronic throttle control system incorporates overlapping failsafe features that are linked to a number of sensors. If a problem occurs, the system shifts the engine to idling, or shuts it down completely. Toyota has conducted rigorous testing under extremes of electromagnetic interference, vibration and other adverse conditions, and that testing has conclusively verified that the system cannot accidentally induce acceleration.

Toyota has also commissioned an independent, third-party research organisation to test its electronic throttle control system and it will release the findings of that testing as they become available.


Brake override system

Toyota will add a brake override system to all future models worldwide. This will cut engine power when the accelerator and brake pedals are applied at the same time.


On-board data recording

Toyota will make more active use of on-board data recorders. In the event of a malfunction, these can provide information to support technical investigations and repairs.


Toyota commitment to quality and “customer first”

Toyota, taking to heart the customer feedback it has received, reaffirms, together with its dealers, suppliers and employees worldwide, its commitment to unwavering quality in products and services, and to the spirit of “customer first”. Toyota will continue to endeavour to provide products that are safe and reassuring.

Comments (35)

  1. hi there

    I bought an Auris 2008 1.6 mmt only59k. I regret buying it as it went into dreaded N fault recently on a very busy road. I had to ask some people to push it to a side in traffic. fortunately no one was hurt – I was very worried as had my kids in car.

    this is oe of the worst thinhs that could happen when you are out on a day for shopping. I am surprised that Toyota is not taking strict action as it’s reputation is in tatters. I hope you can help sort it out for me.

    1. Hi there,
      Thanks for your post. We’re very sorry to hear this has happened, have you reported it to our customer relations team? Many thanks.

      1. Ella – Could you please send me contact details of the customer relations team? As per your suggestion i would like to give it a try first.

  2. I have a 2013 Aygo Fire MMT with 22500 mile on the clock routinely serviced. I have always driven the car on E mode and put on N when at a traffic light. The clutch is failing. Car is not engaging at the start and struggles on an incline and needs increased rev. Is this a quality issue or perfectly normal for a clutch to fail at such low mileage

    1. Hi Munir,
      Thanks for your post. We are sorry to hear you are having issues with your Aygo. With this type of issue we would suggest contacting your local Toyota dealer to assist you further. They will be able to provide the relevant advice to correct this fault. Many thanks.

      1. I have contacted my Toyota dealer service section and they shrugged me off by saying it was wear and tear and as such not covered by warrantee. I took the matter to Toyota finance and they want me to prove that it is a defective material. I say if clutch fails at such low mileage what else can it be other than use of substandard material or poor assembly. I drove the car extremely carefully with a long driving experience and as it should be driven. This is the first instance a couch has failed I had driven cars with considerable more mileage and no problem. No one told me these MMT clutches are flimsy. The matter is with omberdsman. Never buy such car again and desperate to sell and get a VW

        1. Hi Munir,
          Have you contacted customer relations about your query? If you have please let us know you’re case number and we can see where this stands. If not our best advice would be to contact them, they will be able to talk you through the steps that you should take. Many thanks!

          1. The reference I have with Toyota Finance is 000001601573 (agreement No), I have spoken to Toyota customer service who were unhelpful and referred me to warrantee, and service centres. I took advice from Citizen Advice Borough and then contacted Toyota Finance. They refuse to check the car mechanical but did send a firm to test drive the car which revealed in 2 minuets what I already know through my paid diagnostic from Toyota that its a clutch issue. Toyota Finance refused to authorise a mechanical check claiming its too expensive and that I must demonstrate to them that its a inherent failure. What else can it be I ask, either a substandard clutch or poor assembly either way its Toyotas work not mine. I have written to the ombudsman but I will in due course plan to notify the Toyotas director of customer relations of this poor handling. I have been given the run around. I am in the process of authorising a garage to carry out the work and gather a report and photographs and replaced parts as evidence.

          2. Hi Munir,
            Your complaint is now being considered by an Ombudsman. If you want to contact the head of CR you will need to do so through the same channels in which you contacted them previously. Many thanks!

          3. Ella I would appreciate your support on this matter. I did contact customer relations on your suggestion and the reference number is 594749. I spoke to Ted and he said he understood my concern and that he will escalate matter up and suggest that Toyota authorise one of their franchise garages to open up the clutch or transmission housing at their cost to establish the cause which I would have thought would be beneficial to Toyota as much as me. Ted said he will see if it can be covered by warrantee. I expect a response in next 3 to 5 working days. The vehicle has 23000 mile and this matter was first reported almost 6 months now.

          4. Hi Munir.
            We’re glad you’ve contacted customer relations. We would now advise waiting to hear back from them and continuing your conversation with them. This is now a customer relations case and we hope it gets resolved for you! Many thanks.

    2. Hi I have the same issue on my Toyota corolla 2012 1,3 engine. It need a rev on the incline. I took it for check up they say it a clutch.

      1. Hi Theo,
        Thanks for your post. Have you contacted customer relations regarding issues you’re having? Many thanks.

  3. Ive bought a 2006 MMT model. Gear stuck in E when cold so wont start up. Gears judder badly when cold. Toyota suspect either clutch kit, clutch actuator or ECU. Which one I do not know. They seem to know about this problem as the MMT system is very unreliable according to the service rep!

    They want £2500 from me for a car that is fully serviced and well kept.

    Help. This cant be right particulary I find that the toyota garage still seem to be guessing the problem resolution despite their admit to it being a know issue??? Something seems to be a secret!

    Come on Toyota Blog team give me some support and other out there.

    I hear the new yaris they have ditched the MMT and gone back to auto.

    1. Hi Samad,
      We’re sorry to hear that you’re having trouble with your car.
      We recommend you’re in touch with the Customer Relations team who’ll be able to investigate this for you. Please find their contact details here: http://ow.ly/rUxGA.
      We do hope this helps and wishing you warm regards for the festive season.

  4. I bought a Freetronic Yaris in 2000. It was a good car until the freetronic gave me problems early on. The car would be driving ok and then it would judder. I took it into the Toyota dealers who were not sure why this occurred but overrode the system somehow. For some years after this the gears would stick and the car would judder. I then took the car to a Toyota dealer in Belfast last year 2010 who thought the problem was that a new clutch system was needed. This cost over £500. However, not long after this the old problem of being unable to get the car into gear occurred on regular intervals. When the tow truck took it to the Toyota garage they could not find a problem with it because the failure rectified itself. However, just recently I was stuck in traffic again at lights because the car would not go into gear. Then just after that it occurred again and would not rectify. I then had to have the vehicle towed again and was told after a few weeks of the car being at the Toyota dealer that the problem was the clutch actuator which will cost over £2000 to repair having cost £200 to locate the problem, bearing in mind that this is an 11 year old car. Has anyone else had similar problems?

  5. i recently bought a toyota auris in northern ireland and imported it to southern ireland .have been told by my mecanic that my front brake discs need replacing .only 31 thousand miles on the clock.the car was bought in cookstown co tyrone in a toyota garage.all toyotas come with a three year warranty.is this covered by warranty because i have bben told that there are a lot of problems with brakes on these cars.

    1. Hi James,

      There are not any known issues in terms of the quality and durability of the brake discs on Auris.

      However if you are concerned with your brake discs, then please do not hesitate to take it into your local Toyota Centre for a full assessment. They will also be able to make an assessment on whether or not the repair would be covered by the Pan-European warranty on the vehicle.

      Thanks.

  6. My driving instructer owned a toyota Yaris it was 3 years old an just out of warrenty when the ENGINE blew up doing 70mph on a motorway. Luckily it was my instructer driving the car at the time an not his wife as someone may have died as a result but with his quick thinking he managed to stay calm an drift the car into the hard sholder. Even worse one off his pupils could off been behind the wheel….. After being a customer with toyota for 25 years + you have told him their is nothing you will do an it will cost in the region of £5000 to replace the engine. As a driving instructer the miles on the car is 60,000+ but this car was only 3 years old!!!! More worryingly the person he spoke to in toyoto openly informed him this was the 3rd yaris just from that garage that has done this. We are launching a internet page trying to find out world wide how many this has happened too and going to watchdog. I would highly advise anybody looking for a new car to stay well away from any Toyota !!!!!

    1. Hi Robyn,

      We are sorry to hear about your driving instructor’s experience. Please get him to call our Customer Relations department if he wishes to discuss this matter. Their number is 01737 367 600.

      Thanks.

  7. I purchased my Toyota Yaris new in July 2008 having previously had 3 Renault Clio’s which were a dream to own.
    The reason for the change was that both my mother in law and sister in law have had the model for some years and spoke very highly of it.
    Everything was fine until I took it in for its second service. I was shocked to find out that both the front disc brakes were badly grooved and needed replacement.
    OK I thought this will be covered by the warranty, silly me, I was informed that being 2 years old and having done 12220 miles it was out of warranty. I thought the warranty was 3 years.

  8. Having owned a corolla liftback since 1994, I was so impressed with it has a car, fuel efficiency, space, drive, reliability over its 150000 miles we bought another. This time a two year old 04 plate 1.6 corolla. Can I say bring back my old car, the build quality isn’t there, the drive quality and now a driveshaft making a noise before it’s reach 60000 miles. Something I haven’t had since driving ten year old mini’s round in my youth.
    Where have you gone wrong?

    1. Things are going form bad to worse, the exhaust back box rotted off and I had to replace it. What happened to the stainless steel reliable exhaust my last Corolla had on. I begining to regret changing it

  9. I own a 2006 Corolla, last year I felt the car was running very fast, but when it had its service last year they could find nothing wrong, I still have this problem but on checking my VIN number my car is not affected. Also over the last year my steering feels very soft, thought it was my tyres that needed some air, but they are fine. Could you tell me if I should be worried.

    1. Hi there,

      Apologies for my delayed response to your question. Our Customer Relations team are best placed to handle this query. Please call them on 0800 1388 744 between the hours of 8.30am – 6pm Monday to Friday, or 9am – 1pm on Saturday. Thanks for taking the time to get in touch.

  10. Hi,

    Today I regret buying Toyota Yaris.

    I own Yaris model 2005. It was all fine under the warranty for initial first 3 years with small problems. But as soon as the warranty period is over every time I go for servicing, I am informed one major problem or the other.

    In the very first year after the warranty they said my coolant pump needs the replacement. Second time they say that the Engine ross timing cover is faulty. Every service it results in spending 600-700 GBP extra for these repairs.This is exorbitant considering that the vehicle is not even run for 34000 miles. And also considering that it was always maintained by Toyota dealers only.

    I am really shocked, that on my new car I am spending even more in services than people who own old and second hand cars. At this point I am really worried about my decision to go for Toyota and how much I am going to shell out everytime I go for servicing.

    Just hoping if somebody can help me.

    Regards,

    Auditya

  11. hello toyota
    just bought an IQ3 from Harry Feeney, Blackpool
    Delighted with the car but would like to know why you chose to use DRUM brakes on the rear, rather than discs.
    the 1.3 has more performance than the 1.0 and that has discs
    also i can find no ref to how one adjusts the level of instrument lighting when road lights are on…..can you advise
    hope you can
    thanks
    keith renton

  12. The biggest worry is my wife drives a Toyota Yaris 2008 make and she uses it drop off kids to school. It has been recalled for a defective accelerator pedal. No matter what anyone says, the niggling doubt – any other safety issues with the car? will persist.
    Seriously we could very well do with out any of this hassle.
    Add to this the string of problems with other models..
    This makes the situation worse.

    1. Hello there,

      I’m sorry to hear about your worries. Let me reassure you that the safety and welfare of our customers is Toyota’s primary concern. Despite this recall, Toyota has a strong record of safety and reliability.

      However, if you have any doubts whatsoever, please don’t hesitate to call our Customer Relations team on 0800 1388 744.

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