Toyota knows that it's got a problem with the Sienna minivan's doors. The Japanese automaker issued a "warranty enhancement" for the Sienna's front doors back in October to deal with complaints that they wouldn't stay open. They're now covered under warranty for five years or 100,000 miles. Apparently some rear liftgates have a similar problem of not staying open or being difficult to open in the first place. While a rear liftgate closign on your head is not life threatening, Toyota says it's aware of 14 minor injuries among 34 total complaints.
As such, the Japanese automaker has announced another new warranty enhancement that will cover the rear liftgate on 585,000 Siennas from 2004-2006 for a total of six years or unlimited miles. It will also reimburse any owners who have already paid to have the the liftgate repaired.
Business Week quotes Toyota spokesman Bill Kwong saying that the part in question isn't defective but is "susceptible to degradation." Fair enough, and considering the company is aware of only 35 cases so far, we're impressed it's gone so far to ensure owners who could potentially be affected in the coming years are covered.
UPDATE: Post changed for clarity on difference between first warranty enhancement for the front doors and the new one for the rear liftgate.
[Source: Business Week]
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Reader Comments (Page 1 of 2)
paul34 @ Jan 23rd 2008 9:37AM
I don't know the what exactly the situation is here, but to me it sounds like someone got a little too corner-cutting happy and bought some really cheap struts for the door rather than spending a bit more for something quality.
Mondo @ Jan 23rd 2008 9:44AM
Toyota's image as safe and reliable is also "susceptible to degradation." I think they hear Hyundai nipping at their heels.
DarkKnight67 @ Jan 23rd 2008 9:45AM
HAHAHAHAHAHAHAHAHAHAHAHA! Made my morning, because I have seen this happen on my neighbor's van - MORE THAN ONCE!
Checkler @ Jan 23rd 2008 10:02AM
"Fair enough, and considering the company is aware of only 35 cases so far, we're impressed it's gone so far to ensure owners who could potentially be affected in the coming years are covered."
Nothing like getting kudos for something the company is supposed to do. Reminds me of the Chris Rock skit... "I take care of my kids....no S@#T...you're suppose to take care of your kids!!!"
rooster @ Jan 23rd 2008 12:11PM
Toyota has the best spin machine in the business..."ah, yes, our quality has become crap, but have you seen how we'll fix it later?"
psarhjinian @ Jan 23rd 2008 12:28PM
Warranty performance is part of quality and _certainly_ part of customer satisfaction. One of the reasons Lexus and Saturn do so well is their willingness to approve and perform servicework under warranty and in a manner that's fair to the customer and the shop.
Voluntary recalls, published extended warranties and "grace periods" being honoured are all things that help improve customer experience. I might not have blackmarked Saab if GM hadn't given me such grief over getting my plugs and throttle body repaired after it was fouled by incorrect engine management.
One of the reasons VW and MB do so poorly in North America isn't just their quality, it's the abysmal treatment of their customers and dealers when it comes to repair work. The Asians have generally been pretty good; the Germans spectacularly bad.
MemphisNET @ Jan 23rd 2008 1:31PM
Remember last year, the dude with the Mercedes who was quoted $7000 to fix his sunroof - took it down the street and the local guy pulled a pebble out of the track - and worked fine.
What's $7000 anyway, right?
My local Chrysler dealer has always been extremely good to me and my family, which is why we continue to shop there.
To the post at hand, it's great that they are taking care of it - but it does pose questions of how many are like this, and why are they over-extending themselves.
cody @ Jan 23rd 2008 10:06AM
I remember when gas struts never lasted a long time. Back when hatches weighted about a hundred pounds, it really hurt when one came down on you. Try getting whacked by a hatch from a mid 1980's GM J car. that left a mark
jman @ Jan 23rd 2008 10:18AM
The same issue happen on our twice. We have also replaced the pinch sensors once on the left and twice on the right. Since ours is a 06 the repairs have been covered but more than anything it is the annoyance of have to go back to the dealership 4 times.
Shawn @ Jan 23rd 2008 10:24AM
I love how Toyota spins these things... Let's clarify: They are extending the warrenty so they can call it a warrenty service. This way they can avoid another headline that says, "Toyota recalls again."
They are masters of PR and marketing. I don't know who is running those departments, but they are the best in any industry. They certainly have the auto media bending over backwards.
Gardiner Westbound @ Jan 23rd 2008 10:58AM
Is it unreasonable to expect doors to work properly for a vehicle's lifetime? Toyota apparently thinks so.
psarhjinian @ Jan 23rd 2008 11:31AM
I've done two strut replacements and one door alignment on my 9-3. The door alignment was a legit defect; the strut replacement is par for course for any hatchback-type vehicle--including minivans and SUVs, and especially something like the NG900/9-3 which has what feels like two hundred pounds of glass over the trunk. A smaller hatchback (Fit, Versa, Civic Si) might manage for longer.
Sedan owners would probably never see this, so I can see why people would thhink this is abnormal. I agree that it's a little suprising to see this on a 2006 model, but 2004 would be entirely reasonable, especially with a rear door as heavy as a minivan's.
Matt Keller @ Jan 23rd 2008 1:57PM
Psar, it also doesn't help that the NG900 had a HUGE hatch, and it was designed in the early 90's. New cars shouldn't have this problem.
John P. @ Jan 23rd 2008 11:30AM
on another note, that is the most bland looking thing I've ever seen. It's got zero personality.
psarhjinian @ Jan 23rd 2008 11:36AM
It's a minivan., they all look like that. Perhaps you were expecting a Ferrari?
Bob-omb @ Jan 23rd 2008 1:04PM
As opposed to the breakthrough styling of the Town & Country, the streamlined wonder of the Sedona...
Matt Keller @ Jan 23rd 2008 2:01PM
It's even pretty bad for a minivan I must say. Atleast the GC looks different. I think it even looks good.
calebe @ Jan 23rd 2008 11:43AM
GM use to use struts on the hoods of its cars. Some of those hoods were huge. Toyota owners are just going to have to learn a lesson from rednecks, get a two by four and prop that sucker up
John Cressy @ Jan 23rd 2008 12:42PM
Take that Consumer Reports!
Bob-omb @ Jan 23rd 2008 1:02PM
This is a problem 35 people have had. Consumer Reports only reports what the 100,000 car owners told them. The Sienna is still the most reliable minivan in the country. Can *you* think of one that's better? Come on, say something like the Caravan and make me laugh!