First Oil Service - 10,000 Kilometers:
Sometime in December, the car hit the 10,000-kilometer mark, and it was time to get the first service done.
I fixed an appointment for the first service. I used the Toyota Connect app to fix the appointment. Fixing the appointment through the app was a breeze. The app lets you choose the service center, service advisor, type of service, etc. I fixed an appointment for 10:00 AM. I decided to try the 60-minute express service option and booked this. The estimated delivery time with this option was 11:30 AM.
The service process at the Toyota service center was smooth. I was assigned a service advisor within 5 minutes of reporting at the front desk. He came and inspected the car, took pictures of the car, and asked me if there were any problems with the car, etc.
The service advisor taking pictures of the car.
Other than the scheduled maintenance, I had only two requests.
1. The sunglass holder in the roof light assembly was not opening and closing properly. This has to be either repaired or replaced. Video below shows the problem.
2. I wanted to enable the manual DPF regeneration override. Right now, there is a button that brings up the manual regeneration menu. But even when the DPF status shows three bars, it would not allow initiating a manual regeneration. I heard that it was possible to start regeneration even with one or two bars, and this has to be enabled in software at the service center. This will be useful while driving in high altitude areas like Ladakh, where regeneration would not work beyond some altitude. During these situations, it would be good to force a regeneration before starting a drive to a higher altitude area like Hanle or some high passes.
The service advisor also listed some services like AC duct cleaning, wheel alignment etc., which I asked him not to do. I asked him to do only the mandatory scheduled maintenance stuff like oil, oil filter, air filter etc.
After this, the service advisor took the car inside the workshop, and I was handed over the car at around 1:30 PM. The service advisor explained to me that with a big car like the Fortuner, it is impossible to finish the service within 60 minutes, and he sincerely apologized for the misinformation.
The car being serviced.
As this service was covered by the Smiles package that I had taken during the purchase of the car, I paid only for the Adblue refill which cost about 900 INR.
Experience with Toyota Service:
I had a mixed experience with this service.
The scheduled maintenance itself was very smooth. Except for the longer wait than promised (which I am fine with and understand the reason), I feel that they did a great job. The car feels much smoother after the oil service, and the engine feels more responsive. The car was washed very well, and the interiors were thoroughly cleaned. I rate a 5-star for this part.
However, they did not address the sunglass holder issue or the request to enable DPF regeneration. I remembered this only after coming back home. When I called the service advisor to ask why this was not done, he very casually told me to bring the car back, and he would look at the issue. He also told me about the warranty claim process being very time-consuming, etc., and I will have to bring the car once again to get it replaced. My concern is not with the warranty replacement process itself. I understand the need to raise a claim, the time it takes to get it approved, and the need to take the car back after the approval. But this could have been done while the car was being serviced. I found a general attitude of indifference with the service advisor about these other requests. I got a feedback call the next day and told them I was not satisfied with the service. Within an hour, I got a call from the customer relationship manager, and he apologized for this mistake, he promised me he would get this resolved and requested me to bring the car. But as this is not a critical issue and I was busy with lots of travel and other work, I have decided to get this addressed during the next oil service or whenever I get time. I will bring up the DPF regeneration manual override at this time, too.
This is the part I am not happy about. I will reserve my judgment on how Toyota addresses this issue when I take it to the service center next time.
Modiber 360 Camera Problem:
There is one more problem that I need to get resolved. The front camera in the 360 degree camera setup fails often and I see a blue screen where the front camera image should be. The camera image shows fine sometimes but fails most of the time. Below are a couple of pictures of the problem.
I am yet to report this issue. Will update the thread when I get this resolved.