Entune update gone wrong

I didn't see anyone else have an issue with the entune update, so I wanted to share my experience.

Like many of you I received the Entune update email and waited patiently for the stick to arrive in the mail. Once it did, I followed the simple instructions and unfortunately the update did not install. It got to step 6 and then and error code showed up on the screen. I tried it a few more times and the same thing happened. I called Toyota's customer service and they said that other people had had the same issue with the software and that they would send me a new stick with better software. I waited for two weeks and I never received it.

Finally, I called them again and asked if I could take it to a dealer and have them install the update because I was planning to travel. I made an appointment with my dealer (Los Angeles) and they tried to install the update with their own stick and it didn't work. After a few hours of the techs working on it, they told me that they had to replace the unit. Unfortunately, I had to tell them not to order the part because I was traveling out of town and that I would take it to a dealer where I was going (Salt Lake City).

This past Monday I took it to the dealer and explained what had happened. They said they had to look at it again. After an hour the Service Advisor explained that "the system was in limbo, like when you turn on a computer and the screen goes blue and you can't do anything." He said that he would need time time to fix it because to replace the unit would cost $10,000 and that the techs would have to call the Toyota Entune people about it. After 4 hours, he finally said that they were unable to fix it and would have to order the unit and replace it. It's supposed to come in on Friday and I'm hoping to have it installed Saturday or Monday.

This whole time the only thing that has worked is the radio. The screen is either black or it says "In software update mode: Please install software stick." I can't charge my phone through the USB, or use it with the AUX cable. I also have no access to any apps. More than anything it's been a hassle, especially since I had to travel. But it's all covered by the warranty. I will update when it is fixed.

 

I got what you meant. When the service advisor said that I thought,"$10,000??!! That's half of what the car is worth! What a lie!"

Thanks for the link... Sorry you had to go through the same thing.

 

Update: Not good.

Still haven't gotten this fixed. I waited until last Friday expecting the Service Advisor to call me saying the part had arrived. I ended up calling them. I found out that they were unable to order the part because the dealer in LA had not canceled the order and they had the part over there. Because of the warranty, they were unable to order it here (Salt Lake) when another dealer had it.I asked them what I could do and they said that the other dealer would have to ship the part back to the distribution center, once it arrived there, then the dealer here could order it and then I would have to wait for it to arrive. When I asked how long this process would take neither dealer was able to tell me.

It also didn't help that I didn't know how much longer I would be in Salt Lake, but I decided to hold the part in LA and would make an appointment to have the part changed once I got back. That was on Friday, but plans have changed. I called Toyota Customer Service to tell them about this and see if they could help me in anyway. They made note of it and told me the same thing, so not much help there. They did say that what they might be able to do is expedite the shipping to the dealer here once the order was placed and that I should call them then. I ended up having the part shipped back so that the dealer here could order it. I have to wait until Friday to order the part...again. I just want my car to be fixed.

 

Sorry to hear that you are going through the same issue as I am. This is also my first "adult" car and like you I wanted something nice, too. I went with Toyota because they are reliable and I plan on having my C for awhile so I figured I might as well get the best package available. It's upsetting to not be able to use the Entune features when I'm making payments on it.

I find it strange that the dealer was unable to take care of the problem. Perhaps try a different dealer and see what they say. If the "specialist" couldn't fix it, I don't think the new software stick would...but I could be wrong. Please update on what Toyota says. I hope you get this fixed soon!

 

Update 2: Still not fixed...

I was finally able to have the part ordered at the dealer here in Salt Lake. I had to call the Service Advisor to check that the order had been placed since he did not call me back like he said he would. He also was unable to tell me when the part would arrive. All he said was, "I don't really know. I just find out when the parts department tells me it's here. It will be here soon enough. I will call you when it arrives." I saw no point in arguing with him and instead called Customer Service again. I told them what happened and wanted to see if they would be able to expedite shipping of the part. Unfortunately, the lady I spoke with was unable to help me or tell me when the part would arrive, but said that a Case Manager would give me a call within 1 business day. That was yesterday and I am still waiting for the call. I'm growing impatient and am not very happy with the customer service provided by any of the dealers I have dealt with. I don't think complaining to any managers will help move the process along, either. I'm probably going to call Customer Service tomorrow if I don't hear from a manager today. I hope this is over soon.

 

Update 3: It's fixed!!!

The Case Manager did end up calling me within one business day (on Tuesday). He said he had spoken to the dealer and that they were waiting on approval from Toyota to order the part. I was kind of upset at this since I was under the impression that it had already been ordered. He said that there had been a lack of communication between the service advisor and the parts department. He could tell I wasn't very happy about this and said he would keep me updated and call me back Thursday (today).

Yesterday, the service advisor called me and told me the part had arrived. I was surprised it actually arrived so soon. I took my C to the dealer this morning and they replaced the part. The advisor let me know that he had to contact the "big-shots" on this one to get approval because it's a new model and Toyota has a different process for it. I think that calling Customer Service myself helped speed things along. Today the Case Manager called me to let me know that the part had arrived and I let him know that I had already replaced it. He emphasized that he would be my contact at Toyota if I had any problems with it in the future.

I noticed on the paperwork they gave me for Description of Service and Parts it says, "Install SOP Radio Unit. Caused by The apps button stopped working due to a faulty semi-conductor inside the extension module. Corrected by Replace the extension module for the display audio." From this I'm guessing that it was a hardware problem after all and maybe perhaps a software issue, too? Not sure how to interpret that, really. I'm just glad it's finally fixed and working!