Is my new 2021 Toyota Hilux faulty?

QUESTION

Hi John,

Okay, I recently purchased a 2021 Hilux SR5; I’ve travelled 600kms in about 4 weeks.

It’s come to my attention the A/C pump is noisy in its operation. This noise is resonating through the drive line at certain RPMs simulating a noise similar to a whining differential between 60 and 80km/h.

I have since taken the Hilux to Glen Waverly Toyota. Spoke to the service advisor explaining the noise in detail. After a long wait the Service Manager came out to the Hilux and took it for a short drive Service Manager then went away and came back with the head mechanic. Mechanic invited to sit in my Hilux to listen to the noise which was also evident whilst stationary. Mechanic acknowledged and agreed the A/C pump was noisy. Mechanic spoke to Service Manager in private away from me.

Mechanic came back and explained they had another new Hilux SR which he was going to test drive to see if it had the same noise. Mechanic disappeared for about 10 minutes arriving back in the driveway with the another Hilux. He invited me into their new Hilux.

The noise was also the same as in my Hilux . Noticeable noisy. At that point the mechanic agreed the noise was unacceptable in his opinion however his hands were tied and apologised saying their was nothing more he could do given the fact that their vehicle was noisy as well.

I contacted Toyota Australia. The “Guest supervisor” was very professional and said he would conduct a discovery regarding my concerns.

Toyota Australia got back to me 3 days later explaining that the noise was normal in all of their Hilux’s and that the matter from their end was closed.

In finishing, this is the first new car I’ve purchased.

I did in fact have a 2016 Hilux SR5, there was no issues with the A/C. I have explained this to Toyota Australia but it fell on deaf ears. I’ve come to a dead end.

Any suggestions, John?

Thanks for your help,

Wayne

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ANSWER

Wayne,

It all depends on whether this is a defect or an operational characteristic.

This is a commercial vehicle and as such you can’t expect it to be as refined as a car costing the same amount.

If it’s a defect you probably have a claim under Australian Consumer Law. If it’s an operational characteristic, get thicker floor mats, turn the music up and try to think about the positives. (And resolve to do a more complete test drive next time around. The purpose of a test drive is to identify things such as this, which you may not like about the vehicle.)

Sorry - I know this is not what you want to hear.

Sincerely,

JC

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