emergingme

Would love to hear some expert opinions on my situation...

Just took delivery of my new '08 xB yesterday. Love it, except for one thing... The interior lights (dash and cup holder) are not as they are described on the Scion.com website. I just have one color -- well, there are two, actually, because the cup holder lights (amber) don't even match the under dash ones (white!?). I was expecting the 4-n-1 where you can toggle through the colors, so I'm pretty disappointed.

Here's what happened... I am in South Carolina (there's the problem already, right?) and our dealers get their vehicles from SET (Southeast Toyota Distributors), who apparently can offer different options than those marketed nationally and available from Scion -- I learned this after a day of frustrating research. That is fine for most people, I'm sure, but when there are similarly named options and no huge roadblock warning that says "What you are ordering is not what you've seen in the brochure!" it creates a problem.

I ordered my xB at the dealer by stepping through Scion.com's Build Your Scion tool with the salesperson (this may be how everyone did it, I don't know). When you enter my zip code (29169 -- or any zip code within the Southeastern Toyota Distributors region) you'll see that one of the accessories you can select on the "interior" page is simply named "Interior Lights." You'll also see that in the right-hand column across from "Interior Lights" there's a line of text that reads, "Under Dash & Cup Holder Illumination" -- but, curiously, with no checkbox. It seems naive of me now, looking back on it, but I don't think that it is a HUGE leap of faith to assume that "Interior Lights" refers to the only interior lighting option that is included in any of Scion's marketing material for the 2008 xB -- even if the terminology is not *exactly* the same. But it is an even more logical leap when, off to the right of that option, there is a line of text that looks like it could be a description of the option (I am talking about the stray "Under Dash & Cup Holder Illumination" line).

I think there are a few major issues here... There is a dealer/sales staff lack of Scion expertise issue, there is a lack of proper corporate communication about regional variances in options (some of you car guys may know about things like this, but the general public does not), and there is some kind of functionality issue with Scion.com's "Build Your Scion" tool or inventory database (what's up with the stray "Under Dash..." text with no checkbox!?).

I've explained the issue to my salesperson and the sales manager at the dealership who both took a "you got what you ordered" approach, and were not immediately inclined to make it right (I want the 4-n-1 lighting option installed and am even willing to pay the $50 difference). I then mentioned I had called Scion's Customer Experience line because of the website issue, and the manager said he'd call "some people" and get back to me tomorrow. Scion's Customer Experience line was very helpful and they're having a "specialist" call me tomorrow as well about the website issue.

Has anybody else experienced any issues like this? It is CRAZY frustrating! And am I asking too much for them to make it right?

OldYeller

You did the right thing contacting Scion directly. I think they will find a way to help you out. Good luck.

uberspeed

Sorry for your troubles.
I worked for SET for a bit, does the **** regime ring a bell?
Here's a little story. My mom has an '05 xB. Her left rear window gets stuck. We approached the dealer about it. Unstuck. Next day, stuck again. Back to dealer, unstuck. Next day, stuck again. Ad nauseum. Dealer states: "Windows just get stuck if you don't lower them!"
I have had 6 vehicles (cars/SUV) not including a motorcycle. My mother has owned quite a few cars in her lifetime. I usually lower my windows when I first start out to release the heat and freshen up the interior so I can't say I've experienced that issue. My mother doesn't do so but NEVER in any of her previous cars has she ever had that issue. She's owned a lot of brands, domestic and otherwise. She may not lower her windows for a very long time and on the rare occasion that she needs to, guess what, her windows opened!
I called Scion. After 2 weeks back and forth, they got back to me and stuck by the dealer. All we have is wasted miles and gas plus wasted time at the dealership and on the phone with Scion to show for nothing gained or resolved. Her car is clean, there is no gunk or buildup making the window stuck. We just live with it. I don't put it all the way up now, enough to be sealed, but not all the way up.
See if they'll take it back. Look for another option. Sorry for the rant.

Matrixv01

I absolutely agree about contacting Scion Customer Experience. I had some major troubles with a dealership and if I hadn't contacted them I wouldn't have gotten what I wanted. They were great. Hopefully they can help you out.

eyeeatingfish

Maybe its just a law here in Hawaii but they have a lemon law, if a problem happens and they fix it and the problem comes back and this happens a few times they have to give you a new car or an amount of money equvalent to the car or something like that. Something about a certain amount of time with the car being stuck in the shop too but i dont remember the details.
You might want to check on that uberspeed, if its still under warranty. They should have to fix it so that it is actually fixed. Heck as long as it is under warranty you can take the car in for free. If you keep taking it in over and over again, eventually thye will get tired of the time you take of their mechanics and fix it for good.

emergingme

Just wanted to give an update on my issue:

The dealer, Toyota Center in West Columbia, SC -- part of the supposedly great Anderson Automotive Group, has failed to really understand the problem -- total lack of empathy -- and hasn't even called me back as I was assured by the sales manager that they would. This was not the only frustration we had with our dealer, and I can't wait to get my survey in the mail.

I should also note that I called SET's -- our regional Toyota distributor -- customer service number and never got a call back from them either. Way to suck all around!

However, the whole experience has been salvaged by the people at Scion Customer Experience. They've taken the time to really look at the problem, understood, and helped resolve it quickly. I'm ordering the correct part and they're covering the cost of that, plus install labor. If any of you guys ever do have a legit beef that's not being recognized by your dealer, I'd definitely recommend giving these guys a call!

I told them I loved the way they took a no BS approach with everything, and told them it'd be great if we could just buy Scions direct without going through dealers. The guy said there is actually an on-going discussion about that and to stay tuned. Interesting...