Broken Gearbox within 1 year of purchasing a brandnew Fortuner

We took ownership of a brand-new Toyota Fortuner in January 2023. On 29 November 2023 I picked up family from the airport. On our way back home at around 17:30 the steering wheel started to shake when driving above 100km per hour on the highway. When I left the R300 highway, the car lost all power and could not drive anymore. We were stranded next to the road and had the vehicle towed to Toyota Cape Gate, the dealership where we bought the car.

We were without a car for a week at which time there was still no progress on what was wrong with the car and by when it would be fixed. After numerous visits and calls with the dealership, they agreed to give us a loan car.

A Toyota Vitz was given to us on loan. This is not a similar car than the one we bought, which had numerous very negative impacts on our family holiday.

On 14 December we were told the transmission was removed and sent into the line for strip and assessment on the 12th, they were awaiting the report on what was wrong. By 20 December no report was received. After we became upset and asked for the matter to be escalated, we were informed that the torque converter and valve body needs to be replaced. They were going to order the parts needed for repair. On 28 December we asked for feedback and were told the parts were on order for repair, no ETA available.

On 4 January we again had to ask for feedback. We were told parts have arrived, but the Solenoid was on back order with ETA of 23 January 2024. Late Friday afternoon (5 January) we were informed that the new ETA for the part’s arrival was now 2 May 2024.

What you need to understand is that this is a NEW vehicle that broke within 1 year of purchase. Toyota needs to own up to their guarantee and brand promise. We should not have to follow up constantly and we should be adequately accommodated given the circumstances.

On 5 January we were promised that we could return the Vitz for a loan Fortuner until my car is fixed. This has to date not happened, there are lots of excuses. The owner of the dealership has not been in contact with us, although we have on numerous occasions requested to talk to him directly. The service manager has tried to be of some assistance, but the matter seems to be above his jurisdiction, and we need intervention.

What is Toyota South Africa going to do to resolve the matter as urgently as possible?