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Infotainment system malfunction

Discussion in 'Prime Care, Maintenance and Troubleshooting' started by Lodestone, Nov 26, 2019.

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  1. Lodestone

    Lodestone New Member

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    Location:
    Massachusetts
    Vehicle:
    2017 Prius Prime
    Model:
    Plug-in Advanced
    My infotainment system shuts down randomly, then reboots. I brought it in for service at a Toyota dealership in western Massachusetts. They could not recreate the event during the inspection, so I was charged $135.00. They said if they could have seen the event happen I would not have been charged and would get a replacement part. They claimed the problem could be solved, if I went through the settings menu, but I didn’t see anything in the menu.they said they could not even tell me where to find the setting because I did not buy the vehicle at their dealership. Not happy at all about the level of service from this dealership. Has anyone else dealt with the infotainment problem. The infotainment system on my last Prius suffered the same problem and it was replaced.
     
    #1 Lodestone, Nov 26, 2019
  2. Elektroingenieur

    Elektroingenieur Senior Member

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    Vehicle:
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    At the very least, you could check that the head unit has the latest available software, described in Toyota service bulletin T-SB-0236-17 Rev1, “Entune Audio Head Unit Software Update (Denso)” (PDF), January 11, 2018. If the software is older, I’d suggest returning to the dealer, and asking them either to install the update at no additional cost, or to refund their diagnostic fee. Page two of the bulletin states (twice!) that “Intermittent rebooting” is one of the symptoms corrected by the updated software.
     
    #2 Elektroingenieur, Nov 27, 2019
    jerrymildred likes this.
  3. Lodestone

    Lodestone New Member

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    Location:
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    Vehicle:
    2017 Prius Prime
    Model:
    Plug-in Advanced
    Thanks
     
    #3 Lodestone, Nov 27, 2019
    Elektroingenieur likes this.
  4. sam spade 2

    sam spade 2 Senior Member

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    And I think that this dealership's actions need to be reported to Toyota.
    By charging you, they are in effect saying "We think you are lying and wasting our time."
    Terrible customer service.

    Oh......and you should make sure that the OWNER of the dealership knows that treatment like this will ENSURE that you don't buy your next car from them either.
     
    #4 sam spade 2, Nov 27, 2019
  5. Dennis_MA

    Dennis_MA Active Member

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    Other Electric Vehicle
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    Mine reboots on a pretty regular basis maybe once a week. I was going to mention it at the car's first service. But seeing there is a 50/50 chance that the service will be at the dealer you went to, I may inquire if there will be a charge if they cannot reproduce the problem.
     
    #5 Dennis_MA, Nov 27, 2019
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