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Customer
Support Program Sure to Win Loyalty
In
April, Toyota announced a customer satisfaction program
for owners of 1997 – 2002 Toyota and Lexus
vehicles equipped with 3.0 liter V6 or 2.2 liter
4 cylinder engines. A small amount of owners reported
engine problems as a result of “sludging,” also
called “gelling,” which is a breakdown
of motor oil caused by a delay in changing the oil
at intervals beyond the factory recommended time
limits.
Toyota’s program will cover repair costs and
incidental expenses which a customer has paid, or could
incur, as a result of damage due to oil gelling for
a period of eight years from the date of first sale
or lease—with no mileage stipulation. In addition
to the cost of repairs, the program covers reasonable
incidental expenses such as car rental or other out-of-pocket
expenses. The program extends the protection against
this condition well beyond the new vehicle powertrain
warranty period.
Oil
gelling or sludging is not caused by a fault in the
design of the car, but rather by the long-term
effects of failing to change the oil at recommended
intervals and is extremely unlikely in any vehicle
that has been properly maintained. It is an unusual
step for an automaker to take, given that the fault
lies squarely with the owner of the car, but Toyota’s
Press Release stated that the company wants its customers
to have ultimate confidence in their vehicles. Lexus
and Toyota will continue to educate customers on the
importance of proper maintenance. Customers with cars
fitting this category whose engines have needed repair
in the last year should contact Lexus at (888) 654-6421
or Toyota at (888) 802-9436. In the unlikely event
that a car in one of these categories develops a problem
in the future, see the dealer to arrange repairs.
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