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My 2017 Toyota Kluger is just out of warranty and needs a new water pump, should Toyota cover the cost?

Asked by Linh

I have a Toyota Kluger 2017 I bought new, which was just out of warranty in July 2020. In March, I took the car to Toyota for service and was told the water pump was showing signs of a leak, will need to be monitored and might need to be replaced in the next service (if required). It was shock as my car has barely done 39,000 km. A friendly staff-member at Toyota then asked me to bring the car back, took the photos and sent them to Toyota Australia to see if it would cover the cost of replacing the water pump out of courtesy and their brand reputation. This morning, I received the call from Toyota with the bad news: Toyota Australia won't cover the cost because the car is out of warranty. What should I do? Contact ACCC or just pay for the cost out of my pocket?

Answered by CarsGuide

27 Apr 2021 David Morley

The problem you have is that the car was already nine months out of warranty when the problem was first noticed. Even though the pump did not require replacement right there and then, if a leak has started, then the pump is damaged or worn and will eventually need replacement. There’s also a distinct probability that the leak had started weeks before it was spotted by your service workshop, so it may have been even closer to the warranty period when the problem first occurred.

I’m with you on this one; 39,000km is not good enough for a modern car to begin to require major replacement parts like a water pump. Rather than go through your dealership, consider contacting Toyota Australia’s customer service division directly and stating your case. Interestingly, since 2019, Toyota has offered a five-year warranty on its new cars and perhaps, if you’ve been a repeat customer or always had your Kluger serviced at a Toyota dealership, then you might find Toyota will help out even to the extent of providing the pump for you to have installed at your expense. If you don’t ask, you won’t get.

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