I am unable to link to the full article as it is the subscribers area of the Sunday Times. However, the gist of it is here.
‘If the customer doesn’t make a complaint, don’t fix the car’
Dealers feared being fined by Toyota if they carried out ‘cosmetic repairs’ that did not affect safety.
Broadly speaking when a car comes in for service the customer signs a sheet listing their perceived faults, over and above the service items. If the car is under warranty faults found during the service are not rectified, as a matter of Toyota policy, as they have not been requested by the customer. If they are repaired Toyota can fine the dealer 4 x the cost of the work.
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