new hybrid battery installation: non-original modules = no core charge refund

Discussion in 'Gen 2 Prius Care, Maintenance and Troubleshooting' started by calvino86, Jun 18, 2018.

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  1. ericbecky

    ericbecky Hybrid Battery Hero

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    That would make more sense.

    For example, I know if I try to turn in a non-toyota alternator as a core, it won't be accepted.

    I agree that there is a high likelihood if you try to turn in a hybrid battery case filled with aftermarket cylindrcal cells, it won't be accepted.
     
    #21 ericbecky, Jun 20, 2018
  2. calvino86

    calvino86 New Member

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    Thanks to everyone for the great advice. I was able to retrieve the core and it matches the dealer's description. A Toyota policy on non-original modules that JC describes would be more realistic for the current used car repair marketplace where module replacement is common. However, three Toyota phone support people and three dealers agreed their non-refund conditions also apply to presence of genuine Toyota modules that are not part of the original pack.

    Often, a new battery can only be purchased and installed through a dealer. Disclosing the core exchange policy in writing with all requirements would provide minimum transparency. The decision to make an up-front deposit may be risky but at least the customer would know in advance they will lose it if a non-original module is found. In many cases, the customer cannot safely verify beforehand that this and other core requirements are met. If feasible, a documented pre-check of the battery by the dealer or third party could eliminate all customer risk.

    The policy requirements are stringent and meeting them may be unrealistic for an older vehicle. I don't agree that a history free of any repairs should be a requirement for core exchange. The current policy combined with no requirements for formal disclosure creates a higher, unforeseeable risk that an uninformed customer will enter into the service agreement but will not receive their core refund.
    [​IMG]

    Here are the dealership core requirements I received in an email from a dealer service representative:

    * has to be in the same condition as the new one, complete with all pieces and covers.

    * It cannot be damaged in any way or leaking.

    * If the battery pack has been modified in any way it would not qualify as core.
     
    #22 calvino86, Jun 24, 2018
    Last edited: Jun 24, 2018
  3. calvino86

    calvino86 New Member

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    Labor was three-hundred fifty dollars after tax, but based on install time. I removed all panels before installation.
     
    #23 calvino86, Jun 24, 2018
    Last edited: Jun 24, 2018
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  4. edthefox5

    edthefox5 Senior Member

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    Thanks. Much cheaper than down here in the Tampa area.
     
    #24 edthefox5, Jun 24, 2018
  5. fotomoto

    fotomoto Senior Member

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    Hmmm. I wonder if this is an end-around run against the rebuilder industry. As I said before, the supposed reason for wanting old packs back is to "save the world" from improper disposal of millions of cells of hazardous waste into landfills. This policy throws that PR mantra right out the window. o_O
     
    #25 fotomoto, Jun 24, 2018
  6. bisco

    bisco cookie crumbler

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    did you purchase the car used?

    what was your total cost, since they made you eat the core charge?
     
    #26 bisco, Jun 24, 2018
  7. JC91006

    JC91006 Senior Member

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    I still don't believe this is true, must be that one dealership. We have many rebuilders on this site that buy batteries regularly from Toyota, and none of them have mentioned this policy. They trade in failed modules when they get their new packs, all 28 modules are bad, not just 1 or 2.

    Also your comment about leaking modules, many original battery packs leak, that's the reason for the P0AA6 code for the battery packs. This condition can't be excluded as a core

    These rules/policies might be in place for a while but I don't know of any dealership following such rules....until now
     
    #27 JC91006, Jun 24, 2018
  8. calvino86

    calvino86 New Member

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    I just purchased it 9 months ago, the Autocheck report says it's had 3 other owners. The total was about $3950.
     
    #28 calvino86, Jun 24, 2018
    Last edited: Jun 24, 2018
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  9. bisco

    bisco cookie crumbler

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    i wonder if there is a market for the old battery.
     
    #29 bisco, Jun 24, 2018
  10. JC91006

    JC91006 Senior Member

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    Yes there is, I would say it's worth upwards of $300.

    I would try to trade for an original failed core to get the $1350 back. There shouldn't be a time limit
     
    #30 JC91006, Jun 24, 2018
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  11. calvino86

    calvino86 New Member

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    I plan to try to sell the old battery to Hybrid Restoration.

    Thanks for the suggestion JC91006, Hybrid Restoration actually offered to give me a a battery pack that had all matching modules in exchange for my core, but the dealer parts manager said he would not accept it; he would have to assume liability for the pack. I didn't fully understand what he meant since it is going back to Toyota Parts division.
     
    #31 calvino86, Jun 24, 2018
    Last edited: Jun 24, 2018
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  12. ericbecky

    ericbecky Hybrid Battery Hero

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    I still want to see the exact policy in writing.
    As in, show me the Toyota manual where it says this.

    If this is true and is now being stringently applied then that could cause big problems for many customers.

    Buying a used Prius just became even riskier. You generally won't know if a battery has ever been messed with.
     
    #32 ericbecky, Jun 24, 2018
  13. JC91006

    JC91006 Senior Member

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    This does not make sense, a core is a failed pack. You need to stop talking to who you are talking with and move up to manager level.

    I would threaten them with a lawsuit
     
    #33 JC91006, Jun 24, 2018
  14. bisco

    bisco cookie crumbler

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    i don't understand why toyota corp is stonewalling this without written doc.
     
    #34 bisco, Jun 24, 2018
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  15. Raytheeagle

    Raytheeagle Senior Member

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    I don’t think they are;).

    Whichever this dealer service department is without proper documentation :cool:.

    Hopefully we’ll get the OP there(y).
     
    #35 Raytheeagle, Jun 24, 2018
  16. JimN

    JimN Let the games begin!

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    I think my next step would be a call to the General Manager to schedule a visit. If he supports the store's policy then he can send someone to Small Claims Court to defend it.
     
    #36 JimN, Jun 24, 2018
  17. calvino86

    calvino86 New Member

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    I asked two different Toyota customer support representatives if they had a written copy of the policy in writing without results. They would not discuss the battery core since they are not in charge of technical issues and implied that Toyota parts division would give these requirements to the dealership. A (different) local dealer service manager said he would email the bulletin with this policy, which I'll post here when it arrives.
     
    #37 calvino86, Jun 24, 2018
    Last edited: Jun 24, 2018
  18. JC91006

    JC91006 Senior Member

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    That bulletin is for warranty replacement, not if you BUY AND PAY out of your own pocket

    Now this makes sense, the dealer is an idiot
     
    #38 JC91006, Jun 24, 2018
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  19. calvino86

    calvino86 New Member

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    Customer service implied core exchange was warranty related at first until I said the same thing. :)

    The source of the problem goes back to the policy that is reiterated by Toyota's customer service - modules that have been replaced will disqualify the pack. The dealer can't refund the core charge because it has already been paid to the intended recipient of the core.
     
    #39 calvino86, Jun 24, 2018
  20. JC91006

    JC91006 Senior Member

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    Customer service has to know this is not a warranty replacement.

    With a warranty replacement all the things you've mentioned has to be checked, before they give you a new battery. If anything doesn't check out, you don't get a new battery.

    This shouldn't apply when you pay for a new one. That only requires you to return a core with oem Toyota battery parts and modules to get your core refund.

    I think you're talking to the wrong people, start again with the parts manager and move up to general manager and owner.
     
    #40 JC91006, Jun 24, 2018
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