Hybrid Battery Replacement

Since you've already taken the steps to take it to a Toyota dealership, I would call the MANAGER of the dealership and explain to him your dissatisfaction of his "service writer" in not assisting you with this call into Toyota. Request that he (the manager) call Toyota on your behalf and see if Toyota can offer you a "goodwill warranty" on the battery since it is just out of warranty. They normally will cover 50% - 100% of the battery cost and you just have to pay the labor to install. I also don't think the ECU has a problem, you can request the DTCs that were pulled from the car and post them here, many people here can figure out what the codes are for you.

It's strange but it seems Toyota headquarters tend to assist many more time when a dealership calls in the request. One thing to note is you've already called Toyota first yourself, they might already have a log of your request and it was already denied. But I would still call the manager to make the call for you, it won't hurt to ask.

If you do have to pay out of pocket, I would shop around for a new battery at online Toyota dealerships, they charge much less online and at an approximate price of only $2200.

 

I would make it a point not to go back to that Toyota dealership again with my business. I may even put on blogs and yelp about the horrible service. I just had this conversation yesterday with another member here, big business just don't care about the little guys anymore. It's just sad.

 

Good advice.

The installation can be DIY or not, but try not to let a dealership gouge.

 

There have been so many posts where Toyota HAS been helpful in a Pro-Rated "Goodwill" extension of the hybrid battery if it fails just past the warranty, that I'm somewhat surprised Toyota left you out in the cold on this.

And Yes, most dealerships will initiate the attempt to get a goodwill extension. Not trying to do so, was unhelpful of the dealership. They should be willing to go to bat for you on your behalf....win or lose with Toyota.

And finally....unfortunately my experience on "big issues" with Toyota Customer Care" is that the whole system is designed to back their own dealers ABOVE actually providing customer care to customers. So if you admitted to Toyota Customer Care that the dealership had already told you No...it's likely they simply decided to back their dealership.

Separately, it was a real communication mistake to even say, that the decision had anything to do with whether you've owned Toyota's in the past. You own a Toyota TODAY...that should be enough. Anyone in customer service and communication should know, you are only going to anger or upset a customer if you admit to denying help on the basis of a lack of Toyota ownership history. Since technically you are simply past warranty, this reason isn't even necessary from Toyota's P.O.V. , they could of just said "Sorry, you're past warranty, there's nothing we can do".

I love my relatively new Prius...just turned 1 year old...but my experience with Toyota Customer Care and my initial dealership- has been so negative, that this very well might be the last Toyota I purchase. I'd have to REALLY love the new product...and Toyota would have to go a ways to prove to me that their commitment to Customer Care is more than just a marketing slogan.

 

keep trying with toyota and try another dealership. someone here just got 80/20 from toyota in a similar situation to yours. all the best!

 

Reuse the ECU. Then the bill is ~ $1900.

 

Glad to hear that Toyota seems to at least still be following a Pro-Rated support of their batteries if they fail close to warranty expiration.

Good For You.

I suspect someday Toyota will just clamp down. And the warranty expiration date...will be the warranty expiration date. Those of us that may be seeking support during that period of change are going to feel cheated.

But good for you. At least Toyota offered "some" support and savings.

 

The battery ECU rarely fails. Toyota replaces it as it is inside the battery case, and they are just swapping the entire pack as a whole. $1900 for that board is beyond unreasonable.

 

As nh70 says, the ECU rarely fails, and even rarer that the battery and ECU both fail at the same time. I would suggest you ask the dealership to confirm this ecu failure BEFORE paying for another one.

 

It may not be a case of a failed ECU.
But if they are going to warranty it, they may want to have control over the intereaction with the ECU and the new battery.
For instance, Honda put in updates to the ECU so as to change the parameters on battery use. As a pre-requisite for them to warranty the battery, you must also agree to the updated ECU.

Because of this, I often get Honda customers who come to me for out of warranty service, since I do not require an ECU change with the aftermarket batteries I install.

I don't require ECU changes for refurbished Prius batteries either.

 

Andrew, just so you know, there are numerous other (cheaper) ways to go on this (and I think better). You can buy a refurbished battery from your local auto parts store and change it yourself or have the hybrid facility you spoke of put it in for you. I'm sorry but there is no way I'd pay them that price to change out my battery and replace an ECU that doesn't need replacing.

 

Can we get Nancy Fein's number? She should be reachable being head of customer service

 

I'm still trying to figure out how $5349 minus $1500 makes $2971?

 

Oh, that's so funny uart. I never even looked at that.