BY: Abiha Rizvi, Atiqa Javed, Fareeha Abbass,

Shirmeen Anwar, Syeda Hafsa Maruf, Syeda

Maheen Zehra Rizvi

TOYOTA-
IMC
SECONDARY RESEARCH
AFTER SALES SERVICE OF TOYOTA PAKISTAN:

The after-sales service of Toyota is divided into 4 parts:

1. Customer Relations
2. Parts
3. Services
4. Warranty

Customer Relations:

In this section, the company focuses on its “Customers First” policy and has given a toll-free number, fax
ID and an email address for the customers to be in direct contact with the company. The complaints and
inquiries of the customers are received through these 3 mediums. The “Customer Assistance Centre” is
responsible for catering to the problems faced by the customers. However, a major improvement in
maintaining better customer relations would be to introduce “customer engagement chats”- as is wisely
done by Toyota Milton Ontario.

Parts:

Parts of the car also play an important function in the aftersales service. The authorized Toyota dealers
offer genuine parts, genuine lubricants, batteries and chemicals to the consumers.

Services:

The services offered by Toyota to their customers as part of after-sales are:

 Express Maintenance: If a customer is facing time constraints they can get their car serviced in
just 1 hour available at SELECTED dealerships of Toyota.
 Periodic Maintenance: Offered at an interval of every 3 months to the customers-as per notes
offered in the first year at a cost.
 First Free Service (FFS): As a Toyota owner one is entitled to First Free Service of their newly
purchased vehicle at 1,000KM (600 miles). The maintenance service is performed in accordance
with their Owner’s Manual at no charges except for any consumables (lubricants, fluids or filters
is used). To make it more convenient for customers, First Free Service is paperless now.

The above mentioned services are offered at Toyota 1-S, 2-S and 3-S dealerships.

Warranty:

Toyota Extended/3rd year Warranty is available at all Toyota Authorized 3S Dealerships for all new
Toyota Corolla & Toyota Fortuner vehicles from delivery till 5000 KMs.

AFTER SALES SERVICE OF TOYOTA INDIA:

 Express Maintenance: Providing maintenance in just an hour.

 Road Side Assistance: Quick Support Anywhere & Anytime with 24X7 Road Side
Assistance. Download Toyota Assistance India App from Google Play store or Apple i-store.
Toyota Road Side Assistance is Free up to 3 years & it can be availed up to 8 years at nominal
cost at your Nearest Toyota Dealer.
  Warranty: For a period of 3 years with the vehicle and extended warranties up to 4 th & 5th year
(Plan 1) and 7th year (Plan 2).
 Vehicle Pick and Drop: We like taking your hassles of picking / dropping the car for service
from / at your convenient location. We value your time & your trust on Toyota Quality Service.
 Toyota Smiles Service Value Pack:

Important New Updates of Toyota:

KARACHI: (https://tribune.com.pk/story/1780068/2-indus-motor-set-introduce-toyota-rush-
pakistan/)
Indus Motor Company (IMC) will import completely built units (CBU) of Toyota Rush from next
month as it aims to capture the price segment between its Corolla and Fortuner vehicles amid
increasing competition from green- and brown-field beneficiaries.

KARACHI: (https://www.dawn.com/news/1378430)

Indus Motor Company (IMC) has increased prices of 1,300-1,600cc cars by Rs50,000-60,000 ahead of
the new year. Other assemblers are likely to follow suit.

ISLAMABAD-(https://timesofislamabad.com/15-Oct-2018/toyota-corolla-prices-to-be-increased-
drastically-in-pakistan-sources)

The Indus Motor Company which assembles Toyotas in Pakistan has reportedly decided to increase the
prices of cars by at least 100,000 for each unit. The maker of the  Toyota Corolla is reviewing its price
structure due to the recent depreciation in the rupee’s value, which has increased its cost of production.
The dollar rose 7.4% to Rs133.6 on Tuesday, up from Rs124.3 of the previous day, raising the costs for
the company as it pays for imports of raw material in dollars.

PARTS
Toyota offers authentic parts to customers which are long lasting and prolong vehicle life. The Toyota
parts are divided into following category:
1. Genuine Parts
2. Genuine Battery
3. Genuine Lubricants
4. Chemicals
1- Genuine Parts
Genuine spare parts guarantees the reliable, efficient and safe operation of your car. Toyota offers
following parts:

 Spark Plug
Spark plugs are responsible for delivering a charge to start the engine and to accelerate the car.
Genuine spark plugs have following characteristics:

 Center electrodes are made of heat-conducting copper, allowing them to cool or heat up quickly
as needed.
 High quality build materials allow a greater heat range, preventing meltdown.
 Electrodes can handle high-speed driving.  

 Air Filter
Air filters prevent dust particles from entering the engine. Genuine air filters have following characteristics:

 Triple layered elements prevent clogging and last longer.

 Needle-punched to prevent deformation.
 Superior quality and sealing capability.
  Brake Pads
Brake pads allow vehicles to stop by pressing on all the wheels of the brake rotor, which rotates with the
wheels. Genuine brake pads have following characteristics:
 Special lining for balanced and stable braking in all temperatures.
 Finely processed anti-skim shim to prevent brake noise.

 Fuel Filters
Fuel filters remove impurities from the fuel, so that only clean fuel enters the engine. Genuine fuel filters
have following characteristics:
 Designed in a honeycomb pattern, to help maintain shape and last longer
 Polyester and glass fibres combined with standard paper filter material to enhance filtration
 Superior rust proof treatment on internal and external surface
 Secure fitting for cases and pipes

 Clutches
Clutches transfer engine power to the transmission while reducing noise and vibration . Genuine clutches
have following characteristics:

 Clutch facing has grooves for smooth run

 More durable and environment friendly non-asbestos glass fibre
 Toyota Genuine Dampers absorb vibration and ensure smooth power flow and responsive
acceleration

 Oil filters
Oil filters remove particles from the oil, preventing friction and engine damage. Genuine oil filters have
following characteristics:

 Dual textured element for effective filtration

 Gaskets made with heat resistant, non-stick acrylic rubber
 Check and relief valves made of durable heat resistant rubber
 Filters carbon effectively in diesel engines
 Relief valve can provide oil even if the filter is clogged

 Shock Absorbers
Shock Absorbers work with suspension springs to absorb shocks from the road surface to increase riding
comfort and driving stability. Genuine shock absorbers have following characteristics:

 Teflon processed piston bands and piston rods, galvanized with hard chrome or bearings to make
them more long lasting
 Highly rust resistant due to special coatings
 Bushings specifically made for Toyota vehicles, hence smooth drive
 Dust cover for prevent dust penetration

 V Belt
V-Belts transfer the engine’s rotation to the cooling fan, water pump, compressor and power steering pump.
If the belt wears out, it will start to slip, and the engine’s rotation will not be sufficiently transferred to parts
such as the alternator and pump. Genuine V belts have following characteristics:
  Rubber coated bottom layer to prevent cracking
 Heat resistant Aramid fibre for top fabric and tension member

The prices of all the Toyota genuine parts for Toyota Corolla are mentioned below:

Parts Price
Toyota Spark Plugs 5800
Toyota Genuine Air Filter 1750
Genuine Toyota Brake Pads 5800

Fuel Filter  3200

Clutches 2185
Oil Filters 1599
Shock Absorbers 3700
Genuine Toyota V Belt 3650

2-Genuine Battery
 
Car’s battery is what supplies energy to the starter motor, electrical & ignition system. They are
designed to:
 Start engine of your car
 To act like a filter to stabilize the fluctuating Direct Current (DC) voltage from your car’s charging
system.
 To provide extra power for lightning, two-way radios, audio system and other accessories when
the car engine is idling.
 To provide back-up power to the electrical system when the charging system is not operating,
especially when you are driving at night or in bad weather condition.

3-Lubricants

 Dezon Super Deluxe

Dezon Super Deluxe Multi grade Engine Oil is high performance diesel engine oils that provide proven
protection to diesel engines operating in severe on and off-highway service applications. It increases drain
interval and smooth engine protection in high temperature condition in Pakistan

 Taglon

 It is imported from Japan

 Maintain an oil film even in the low temperature up to -40°C
 Excellent control on oxidation, corrosion, wear & oil consumption
 More than 5000 KM mileage
  Petron

  It is gasoline engine oil especially designed for all Toyota passenger car engine 
 Meet API service category SL/CF & SAE 20W-50.
 Meet ILSAC GF-3 standard.
 Contains highly purified base stocks and additive to meet API SL performance grade

 Petron Plus

 It is high technology Mineral base gasoline engine oil with imported base stocks 
 Meet API service category SM/CF & SAE 10W-30.
 Meet ILSAC GF-3 standard.

4- Chemicals

 Injector Cleaner

 It is used to clean the insides of the engine by injecting it into fuel tank of the car.
 Removes deposits from the injection nozzle, prevent poor combustion and recover sufficient power.
 Removes deposits from the in take valve and can achieve better accelerator response.
 It removes carbon from the spark plug, prevent misfiring and provide better engine starting.
 Suspension Fluid

 It is formulated for fade-free dampening and smooth rebounds in vehicles.

 It effectively controls friction, scuffing and wear, increases seal life

 Long Life Coolant

 Provide excellent cooling system

 Provide freezing protection down to -37ºC & boiling protection to 108 ºC
 Prevent engine to freeze in low temperature
 Rust prevention
 Decrease corrosion

 Brake Fluid

 Brake fluid is used inside the brake cylinder of a vehicle and is critical for the smooth functioning of
the brake.
 Minimize the water absorption & variation in boiling point.
 Minimize rubber swelling that cause the leakage of brake fluid.
 More than 40,000 KM mileage

 Gear Oil

It has outstanding extreme pressure characteristics and load – carrying properties, intended for use in all
type of Toyota Vehicles. It has following oils in this category:

 Manual Transmission Gear Oil

 Differential Gear Oil
  Limited Slip Differential Oil (LSD)

 Automatic Transmission Fluid

ATF is a medium for transmitting the torque converter power. Automatic transmission vehicles require
no tedious clutch / Pedal shift coordination in order to change Gears.
Toyota specification ATF:
 Toyota Type T-IV
 Toyota Type WS 
 Toyota D II
 CVT Fluid TC 
TOYOTA AUTHORIZED DEALERSHIPS IN PAKISTAN:

Around 45 3S Independent dealerships are present all over the Pakistan with majority of presence of
dealerships in Karachi. Following maps show particular locations of Toyota authorized 3S dealerships all
over Pakistan as well as in major cities like Karachi, Lahore and Islamabad.

TOYOTA DEALERSHIPS IN PAKISTAN

TOYOTA DEALERSHIPS IN KARACHI

TOYOTA DEALERSHIPS IN LAHORE

 TOYOTA DEALERSHIPS IN ISLAMABAD

3-S DEALERSHIPS OFFERINGS:

Following Services are provided in 3S Department of each Toyota Dealerships:

SALES:

Toyota 3S dealerships offer retail sales to individual buyers as well as corporate sales to different
businesses. At Toyota dealerships, customers are eased with the following facilities:

 Centrally Air-conditioned Environment

 Kids Play Area
 Well trained sales staff
 Separate counter for Bank financing/leasing
 Separate counter for Insurance, Tracker, Navigation and Toyota Standard Vehicle Accessories.
 Vehicle Registration/Transfer facility
 VIP Customer Lounge & Negotiation Corner
 Separate neat & clean Rest Room for men & women
 Customer Internet Corner and Free Wi-Fi facility
 Vehicle Trade in facility under Toyota Used Certified Vehicles
 Facility of Sales & Purchase of Used/Recondition Cars
 Free membership of TCM Loyalty Club
SERVICES:

Toyota dealerships offer services such as General maintenance, periodic maintenance, accident repairs
and Express Maintenance etc. In periodic maintenance service, vital parts and lubes are
replaced/inspected to prevent vehicle breakdown while driving. These periodic services include all
General and Repair Maintenance as well as body & paint repair. The General Maintenance includes
services such as:

 Car wash
 Check/replace the engine oil and replace oil filters
 Check/replace fuel filters
 Inspect or replace windshield wipers
 Check or refill windshield washer fluid
 Inspect tires for pressure and wear
 Tire balancing
 Tire rotation
 Wheel alignment
 Check, clean or replace battery terminals and top up battery fluid
 Inspect or replace brake pads
 Check or flush brake fluid
 Check or flush transmission fluid
 Check and flush engine coolant
 Inspect or replace spark plugs
 Inspect or replace air filter
 Inspect or replace timing belt and other belts
 lubricate locks, latches, hinges
 Check all lights
 Tighten chassis nuts and bolts
 222222222222Check if rubber boots are cracked and need replacement
 Test electronics, e.g., Anti-lock braking system or ABS

The Accident repair at Toyota dealerships use efficient Toyota Production System (TPS). TPS divides the
repair process into 11 stages with individual technicians specializing in different repair stages. This
system minimizes unnecessary movements while maximizing productivity and expertise. A light repair
usually takes 2 working days while medium repairs take less than 3 working days.

The Express Maintenance do not prior booking and offers customers a menu of fast, competitively
priced services and along with the most common wear and tear parts and lubrication services. Express
Service uses only Toyota Genuine Parts and offers a six (6) month warranty on parts and labor and
maintains "Full Service History" of vehicles checked in. The Express Maintenance includes the following:

 Oil & filter change

 Computerized wheel alignment check
 Tire change and balance
 Replace brake pads & shoes
 Replace / reface brake disk/drum
 Battery change and system check
 Transmission oil change (ATM/MTM)
 Differential oil change
 Air filter change
 Wiper blade change
 Bulb replacement

SPARE PARTS:

Toyota 3S dealerships offer Toyota and Daihatsu Genuine parts at a very competitive price bearing after
sale warranty. This department offers facilities such as:

 Maximum range of Toyota & Daihatsu Genuine Parts

 Reasonable competitive prices
 6-months exclusive warranty as per Toyota/Daihatsu standards
 Accessories for Toyota & Daihatsu vehicles
 Toyota Genuine Motor Oil availability specially made for Toyota & Daihatsu as per Toyota
recommendations Also suitable for other model vehicle.
 Attractive Packages for both the wholesalers & Retailers deals in Genuine Parts & / or Lubricants.