It’s the software, stupid. At a press conference at 3:30 pm Japanese time, Toyota came clean and announced that it will recall 223,068 hybrid vehicles in Japan, including its latest Prius model and three other models–the Sai, the Lexus HS250h and the Prius Plug-In Hybrid, says the Nikkei [sub]. They will get a re-flash of the brake software. Worldwide recalls of affected models will follow. This ends – for now – weeks of waffling over the latest in a series of Toyota problems.
The recall will start Wednesday. A total of 199,666 Prius vehicles manufactured between April 20, 2009 and Jan. 27 of this year will receive new ABS software. (Read More…)
Readers of the Nikkei [sub] were greeted this morning with the purported news that by the end of this month, Toyota “is expected” to recall its Sai and Lexus HS250h hybrids, which use the same braking system as the Prius hybrid. Furthermore, “the company is believed to have decided” to recall the current Prius, “and is expected” to notify the Transport Ministry of the plan early this week. (Read More…)
After piles of books have been written about the „Toyota Way,“ this round of recalls will have a permanent place in the annals of how to completely NSFW-up crisis management. The epicenter of the disaster at Toyota is not in the pedal dept., it is not in the software development dept., it is in the Public Relations Department in Toyota City. Or possibly, right at the top.
Last Friday evening, Toyota trotted out their CEO and founder’s grandson Akio Toyoda to address the complaints about Prius brakes. Toyoda said nothing of substance. What irked the public, and what became instant fuel to the already raging fire, was that Akio Toyoda refused to address the fact that Toyota had changed the Prius software, and changed the braking hardware in January, for cars in production. People wanted to know what happens with the cars they had already bought. Akio Toyoda left his customers in a lurch. Answering in very bad English instead through an interpreter made matters worse.
A day later, Reuters wrote that Toyota will recall the Prius “in the next few days.” Who was the source? A Toyota spokesperson? Nah. A “person close to the matter?” Nope. The source was a Toyota car dealer. “Toyota officials were not immediately available to comment.”
Today, the Nikkei [sub] writes that Toyota “has decided to recall and repair free of charge the latest model of its Prius hybrid sold in the domestic market due to complaints over brake problems.” And who’s the source? A Toyota spokesperson? Nah. (Read More…)
Recently, there have been voices that mentioned that the attacks on Toyota could be politically motivated. Let’s face it: Toyota has problems. So have other auto makers. There are marked differences in reaction to and treatment of these problems.
One of the tenets of warfare is that you never attack the innocent. You wait until your opponent bumbles. Tricking an “enemy” into doing something really stupid, and exploiting this to declare a “righteous” war, is as old as Julius Caesar. Being the “defender” makes you a winner in the war of public opinion. You need the public on your side to win a war.
Using an outside scapegoat to deflect criticism is the oldest trick in the book. Time and again, people fall for it.
The Japanese were docile, polite, and cautious when in came to Toyota’s troubles. The more surprising is today’s piece in the Nikkei [sub]. Usually, we don’t copy and republish whole pieces. But in the name of authenticity, and because the Nikkei is only available on-line as paid subscription, we make the whole piece available. (Read More…)
Oy, will they get slaughtered for that: So Toyota Prez. Akio Toyoda met the press late in the Japanese evening in Nagoya. And what did he say? Basically nothing. He said he “ordered swift action” to get a grip on the reported brake problems of the (in Japan) wildly popular Prius hybrid. But he didn’t say anything else. Recall? Shirimasen. (I don’t know.) Free repair if customer requests it? Shirimasen. Computer reflash? Shirimasen. Does Toyota know what’s going on? Shirimasen. Apparently, LaHood’s threat of bodily harm was lost in translation. (Read More…)
Toyota’s President Akio Toyoda will do something highly unusual tonight: The usually reclusive CEO will meet the press in Nagoya on Friday night at 9 p.m. Japanese time to discuss product quality, says the Nikkei [sub]. Toyoda won’t face the Fourth Estate all alone. Executive Vice President Shinichi Sasaki will also attend, and hopefully deflect the worst.
The press conference is not for Japanese consumption. Friday night at 9, most papers are put to bed, and the evening news are over. The meeting is for U.S. consumption. Friday night at 9 in Nagoya is 7 a.m. in New York. (Read More…)
Yesterday, Transportation Secretary Ray LaHood had a reassuring message for Toyota owners: “My advice is, if anybody owns one of these vehicles, stop driving it.” He said it in front of cameras at a House of Representatives hearing, cameras rolling (or whatever cameras do these days.)
“LaHood’s explosive comment,” writes Reuters, “sent shares of battered Toyota Motor Corp plunging.” (Read More…)
Complaints about allegedly faulty Prius brakes are growing by the minute. This morning’s Nikkei reports that in addition to the 14 complaints received by Japan’s Transport Ministry, dealers in Japan are handling 77. Today, Toyota conceded that the brakes can get confused on icy roads. (Read More…)
“We’re not finished with Toyota,” said Transportation Secretary Ray LaHood in an e-mailed statement to Reuters. Bad choice of words? Doesn’t that sound a tad vengeful? If a 900 lbs gorilla barks “I’m not through with you” at me, then I’m very afraid. Toyota should be too. (Read More…)
And the hits, they keep on coming. Now, brakes of the Prius flake out.
Japan’s transport ministry has received 14 complaints about problems with brakes on Toyota’s latest. The ministry has asked Toyota to investigate the complaints, says the Nikkei [sub.] “Those are purely reported cases, so we still need to investigate to find out where problems really exist,” said a ministry spokesman, who said that the number of complaint over such a short time-span “more than usual.” There is more in the U.S.A. (Read More…)
Today, Toyota gave a press conference in Nagoya, the first at Toyota’s home base to address the recall. Akio Toyoda was AWOL as usual. Instead, Toyota’s Vice President Shinichi Sasaki, who is also in charge of quality assurance, did the dubious honors. He did what he had to do: He apologized profusely.
“I’d like to offer an apology for causing anxiety among our customers around the world,” Sasaki said, according to the Nikkei [sub]
Sasaki said Toyota aggravated the situation by disclosing the problem before firming up countermeasures. By doing so, “we ended up creating mistrust in the market,” he said. “We prioritized customer safety, focusing on releasing solid information first.”
In a rather un-Japanese move, he passed a tiny bit of the blame: (Read More…)
Oh how quickly things change! Just weeks ago, if you’d asked the average well-informed consumer what Toyota needed to change with its strategy, you’d have been treated to a treatise on how Toyota’s quest for quality and mass-market appeal had reduced its brand to signifying snooze-inducing appliances. Indeed, Toyota’s new CEO has emphasized enthusiasm as an area for improvement, waxing eloquent about the “splendid flavor” of the sporty vehicles Toyota doesn’t offer. Accordingly, Toyota is launching a sporting sub-brand àlá BMW’s “M” or Volkswagen’s new “R” line of high-performance vehicles according to Inside Line. Thanks to Toyota’s descent into recall hell however, boosting the brand’s sporty credentials is suddenly of highly debatable utility.
Japanese car sales are coming back with a vengeance, reports The Nikkei [sub] Sales of new vehicles (exluding minivehicles, or Kei cars) rose 36.8 percent to 238,362 units. That according to data by the Japan Automobile Dealers Association. January marks the sixth consecutive month of growth, and the increase is the largest ever recorded for the month of January. Minivehicles edged up 0.7 percent to 128,297 units in January, recording their first rise in 15 months, as per data by the Japan Mini Vehicles Association. (Read More…)
In case you are reading TTAC before watching the “Today Show,” turn it on. According to the Wall Street Journal, “Jim Lentz, the executive in charge of Toyota’s U.S. sales arm, is scheduled to appear on NBC’s “Today Show” Monday morning, a Toyota spokesman confirmed. Mr. Lentz is expected to lay out a timetable for shipping repair parts to dealers, as well as for resuming sales of the eight models whose sales were suspended last week and for restarting production and shipment of new vehicles that are free of the gas-pedal problems, according to people briefed on the plans.”
And here is today’s media schedule according to the Nikkei [sub]: (Read More…)
Yesterday, the Wall Street Journal wrote: “Hell, in modern imagination, is not a place of fiery lakes and acrid fumes. It’s a maze of deposition rooms you can’t escape, where nothing is what it seems. That’s where Toyota has landed.“
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