How do I Claim Toyota Kluger Steering Knock Under Warranty?
I have a Kluger Grande with a steering column shaft knock. I have contacted my local dealer (Peter Warren Liverpool) regarding having this problem repaired under warranty. This is a known problem, and Toyota is aware of it, has also been written about in car problem columns.
My 2007 Kluger Grande was bought January 2013, with 97,000km on the clock, from a family member well known for his perfectionist ways. I knew the car would be well maintained and cared for so I was confident of its condition. I had not driven the car.
Peter Warren Liverpool put a DPR report in to Toyota, and they now state because the problem wasn't reported during the warranty period they are unwilling to assume responsibility.
I have also contact Toyota case number 2014/611218, with no satisfaction.
The cost of repair is $600-$800.
I would really appreciate any help you may be able to give me.
Whether or not the problem with your Toyota Kluger was reported under warranty is irrelevant. Whether the vehicle is under warranty or not is also irrelevant. The only thing that matters is what's the reasonable life of the part(s) in question. This is pretty clear, under the law.
Should a steering system function properly for at least 100,000km? Yes, absolutely. Toyota gives a 100,000km warranty. (I know it's also time based, but time doesn't really affect steering - time affects things like rust and UV damage, etc. Distance is things like engines, suspensions, brakes and steering.)
Australian consumer law is very clear - subject to proper maintenance and lack of owner abuse, the car maker is responsible for ensuring a reasonable service life for the parts/systems in question.
I think you have a solid case. Write to Toyota. Tell them you do not accept their opinion. Tell them the steering should have a fault-free service life beyond this point. Tell them they are obliged to support the product under the law. If they do not, you are going to approach consumer affairs and act through them, as well as make others aware by launching a campaign online and in the media. (Don't worry - companies with more than 10 employees cannot sue for defamation. Be careful not to defame individuals, however.)
Hopefully they will see reason. If not, you can act against them in public and through consumer affairs. If you elect to pay for a fix, get an independent mechanic to do it. It will be cheaper than the Toyota dealer. You'll probably save a couple of hundred dollars right there. And you can probably buy the parts online much cheaper than from the dealer as well.
Here is a related post on what to do after warranty expires.
Best of luck. I hope this helps.