Toyota Rav4 EV Forum

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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Sat Dec 21, 2019 5:56 am 
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Joined: Mon Feb 24, 2014 8:51 pm
Posts: 628
I have had that much trouble under the original warranty. I think mine was towed in five times on a truck before the second dealer got serious about actually looking at it.
Was the gateway computer. Even under original warranty the service cashier asked for about $4500 with a perfectly straight face. Took another hour sitting at the dealer to get warranty authorization.


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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Sat Dec 21, 2019 11:47 am 
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Joined: Wed Nov 14, 2012 9:50 pm
Posts: 4113
Location: San Diego
When a dealer asks you to pay in ANY WAY for a warranty repair, it’s pure profit for them. You might as well consider it a “tip”.

Yes, I have definitely seen this exact scenario of Tesla can’t communicate, replace and program gateway ECU, Tesla reads codes, then replace the actual faulty part.

To be honest, I’m not sure that the Platinum warranty folks are the problem here. It sounds like the dealer.

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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Mon Dec 23, 2019 7:42 pm 
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Joined: Thu Jan 17, 2013 11:13 pm
Posts: 1828
Location: Los Altos, CA
Phil wrote:
Thanks for the words of encouragement, Tony. Alas, eventually appears not to be around the corner...

So here's the latest: When the EV tech finally showed up again with his charging cable, he confirmed that it was not the cable. Then Tesla asked the dealer to park the vehicle outside so they could read out the codes remotely. That was last week. Today, I finally heard back that Tesla could not connect to the car so they say the ECU Gateway controller needs to be replaced. According to the service advisor, the Platinum Warranty folks needed convincing to even sign off on that repair. Meanwhile, we all know that, once the ECU is replaced, the codes will likely tell Tesla that the car needs a new on-board charger. Frankly, I did not expect that an official Toyota Platinum Warranty would be such a pain to work with.

And it gets better: The service advisor told me that the ECU part is backordered and won't get in until January 10. They could expedite it for an extra $300 but I would have to pay that out of pocket. Have any of you ever heard of this? Sounds like a scam to me.

It looks as though I'll be without my daily driver for several more weeks (assuming that the ECU replacement is but the prerequisite to replace the OBC). Plus, I just learned that the Platinum Warranty only covers 5 days of loaner rental. Ah, it really is the season to be merry...

More generally, have any of you ever had this kind of trouble getting the Platinum Warranty to cover repairs?

I remember reading, in another thread, about an "advocate" for our RAV4 EV community at Toyota corporate. Could anyone remind of that person's name or, better yet, share their contact info?

Many thanks in advance!

Call the Toyota Customer Experience Center and open a case. It will go to the EV specialist, whoever it is these days. 1-800-331-4331

The Platinum Warranty is basically an insurance policy. It has its required procedures, but it's the dealer's responsibility to deal with that. If the front line people at the dealership don't want to do their job, talk to the Service Manager or take is somewhere else.

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Last edited by miimura on Mon Dec 23, 2019 7:45 pm, edited 2 times in total.

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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Sat Dec 28, 2019 12:19 am 
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Joined: Mon Aug 07, 2017 4:55 pm
Posts: 196
Location: Duvall, Wash.
Phil wrote:
I remember reading, in another thread, about an "advocate" for our RAV4 EV community at Toyota corporate. Could anyone remind of that person's name or, better yet, share their contact info?


Alex Green (or Greene) was very good to work with last August, when I had the HV battery replaced with a reman under original 100k/8yr. warranty. Although I have the Platinum Used Car Warranty, it was not exercised for the battery replacement, though it was for the towing.

Info verified as of Aug2019:

Alex Green
1-800-331-4331, select option 3 and enter extension 73815. Office hours Monday through Friday are 9:00 a.m. to 5:30 p.m., CT.
CECEnvironmentalVehicles@toyota.com

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2014 Rav4 EV, Shoreline Blue Pearl, #2609, first use 04Jun2014, 49k miles (Aug2017), OpenEVSE 40A. First DU replacement May2018 59k.
2018 Model 3 LR AWD, blue. 9.6kw solar
1999 E300 on B100 (sold Sep2018)
http://nissandiesel.dyndns.org


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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Tue Dec 31, 2019 4:56 am 
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Joined: Mon May 19, 2014 4:49 am
Posts: 622
Location: Ithaca, NY
haha welcome to the club! You talk about days and weeks as if they were long periods of time. There are members here who have waited months for replacement parts that were covered under warranty. You have to understand, Tesla and Toyota dont care about this car. They would probably prefer that it didnt exist. The companies as a whole will NOT bend over backward for you. Some dealers might be great, but some are also horrible. It sounds like you got lucky and you are moving in the right direction.

The Rav EV is an awesome car. I still have my original one that I bought new in San Fran (I live in NY). So far, knock on wood, its been flawless. Ive owned many others that have also been flawless. But there are many horror stories out there from owners who have not been as blessed as I.

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 Post subject: Re: Advice for use of platinum warranty (out of state)?
PostPosted: Sat Jan 11, 2020 2:52 am 
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Joined: Sat Jun 03, 2017 1:22 am
Posts: 14
Happy new year everyone!

Just wanted to update you that, earlier today, I got my car back. As we expected, they replaced the Gateway ECU and, then, the OBC. Paperworks shows some 7k in costs for parts and labor but zero charge to me. Boy, am I glad I got the platinum warranty – all thanks to the wisdom I gleaned on this forum.

The whole process got sped up significantly once I got Toyota Customer Care involved. Alex Green(e) was great to work with - thanks for sharing his contact info, @asavage! Turns out that, in this part of the country, $300 expedite fees are accepted because Gulf States Toyota is an independent, grandfathered distributor that sets its own rules. Luckily, Alex took take pity on me and Toyota Customer Care picked up the tab for expediting both parts.

Thanks again for all your support, moral and otherwise.


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