KEEP ME POSTED

I’ve written a letter directly to Toyota Australia’s CEO regarding the waiting time for my RAV4 Hybrid, hoping to highlight the work needed on customer service. I ordered the RAV4 in July 2019, the dealer insisting the wait time was no more than three months — five months later, Toyota’s online order tracking still did not list a build date. The dealer claimed delivery would be the end of October, then Christmas, then scheduled for build midJanuary, and finally, early March. The dealer blames Toyota’s head office for lack of information. I’m not cranky about the wait time, as I know it’s due to the unexpected popularity of the vehicle, but I and many others are cranky about the lack of accurate and timely information about the wait — and that’s unequivocally head office’s fault. Nathan Zamprogno, email

Demand for the RAV4 Hybrid, plus two instances of “stop sales” due to brake problems and incorrect wheel fitment, have caused extended wait times and delays. Still, Toyota has a duty of care to keep customers informed. You and others have reported this not being the case. I’ve been assured Toyota’s Guest Experience Team has given you a delivery update but I received no proper explanation or apology regarding lack of information to customers. A spokesman says: “There is significantly improved supply in the new year … we value our customers’ feedback and are working diligently to improve the situation.”

DON’T GIVE UP

My 2015 Hyundai’s radio would work for 10 minutes then cut out. On six separate occasions, I took it back to the dealer. They said it was fixed but each time the problem recurred. Head office eventually said a faulty batch of radios had been fitted and the dealer told me they’d fit a new head-unit free of charge. You have to persist with these people to get a result.

Peter Kossuth, email

You have entitlements as a consumer and you were right not to be fobbed off. If your demands are reasonable and you keep things cordial, you can achieve good results.

THE MIDDLE GROUND

In Which Car, Toby Hagon’s advice on medium sedans listed the Mazda6 (expensive at $54,000), Honda Accord (will be outsold by Ferraris), Toyota Camry Hybrid (departure from the norm) and Holden Calais (soon discontinued). I’d like to add Skoda’s Octavia to the candidates, with the range combining value, performance and, in the wagon, cavernous capacity.

John Kruger, email It’s all subjective. Toby’s suggestions are all spoton, as is your Octavia shout. They’re all worth a try before you buy. I’d throw the VW Passat in too.

DOWNSIZING

We’re looking to replace our Toyota LandCruiser 200 Series. We no longer need a 4WD but want a vehicle that’s easy to get into as we’re in our 70s. We’ve been looking at the Toyota RAV4 Hybrid, Mazda CX-5, Hyundai Tucson, Honda CR-V, Nissan X-Trail and Renault Koleos. Price isn’t a concern — we just want the best and most comfortable.

Lyn Rodda, email

All your choices are sound — if you have the time, test drive them all for your best fit. The RAV4 Hybrid was our 2019 Car of the Year for good reason, but the waiting time is off-putting. From your list the CR-V’s probably comfiest but I’d favour the polished all-rounder Mazda CX-5 — if you won’t go off-roading, pick the 2WD Maxx Sport to save money. Add the VW Tiguan and Kia Seltos to your potentials list. If money’s no object, how about a Volvo XC60 to spoil yourself ?

UNSIGHTLY PEEL

I bought my Honda Civic in 2012. Its paint is flaking off and Honda refuses to accept responsibility — I was told it was because I took it to a car wash. My request for assistance with repair was rejected. The car may be seven years old but I believe the paint is faulty. Tony Scholtes, email

Photos of your flaking paint show the extent of the damage. I contacted Honda Australia regarding your case and am happy to hear you’ve been contacted by Honda with an offer to cover 75 per cent of repair costs. Great result.

HEARTS AND MINDS

Re Jeep’s global president Christian Meunier and local boss Kevin Flynn promising to improve customer care. In 2014, my daughter bought a new Cherokee and in 2018 it went into limp mode. Numerous fixes later and more problems resulted in us being told a new engine was required at the cost of $20,000. A goodwill request was refused just before Christmas. My daughter loves her car — but how could she consider buying another Jeep? Gary Hoffman, email

In your instance it looks as if Jeep’s new top brass and Fiat Chrysler Australia’s director of after sales are implementing change — the update is that Jeep’s reversed its goodwill rejection and will now replace you daughter’s engine at no cost. Well done, Jeep.