Toyota’s Brain Hurts

Posted by admin on August 30th, 2010 |  

Keep repeating: Toyota’s fault detection system is perfect. Toyota’s fault detection system is perfect. Toyota’s fault detection system is perrrrrfect…..

Did that help?

Number One Automaker Toyota has hypnotized NHTSA in several sudden unintended acceleration investigations by chanting that phrase. Its fault detection system could not be breached, Toyota said, and therefore drivers who reported SUA were nuts or incompetent. Read the rest of this entry »

Toyota Dealers to Customers: It’s Not Me, It’s You

Posted by admin on August 30th, 2010 |  

Toyota has never had any good choices in extricating itself from the Sudden Unintended Acceleration problem it has been in for a year and counting. (Except admit the problem, work diligently to resolve it, take your lumps and move on.) But as many a public relations expert has opined already, they have won themselves a place in the pantheon of business school case studies in the “What-not-to-Do” category.

The streak continues. We’ve noticed a dribbling of press releases from Toyota dealerships touting the NHTSA interpretation of the Toyota black box data as proof that there is nothing wrong with their products. These headlines and sub-heads left us gob-smacked: Read the rest of this entry »

No Black Box Exoneration for Toyota, Part II

Posted by admin on August 11th, 2010 |  

After the Wall Street Journal plastered the front page a few weeks ago claiming NHTSA had “black box” (aka Event Data Recorder or EDR) data to support that driver error, not electronics, was the cause of the unintended acceleration issues in Toyotas, the headline is back yet again following a NHTSA Congressional briefing yesterday.

The WSJ in a subsequent story identified George Person, recently retired head of the recall division at NHTSA, as the source.  (see No Black Box Exoneration for Toyota and Lawsuits Fill in Outline of Toyota Sudden Acceleration Cover-Up) Read the rest of this entry »

Money for Nothing and Complaints for Free

Posted by admin on August 5th, 2010 |  

Interesting fact: A raft of academic and industry studies show that customers who complain and have their complaint successfully resolved bring in more money to the company than it costs to fix the problem.

In the topsy-turvy Toyota World, however, it’s the customers who are already happy that get the red carpet treatment and big bucks. Have you heard about Nick and Sharyn Davis, from Parker County, Texas? You will soon. According to The Weatherford Democrat, the Davises are among the lucky winners in a Toyota advertising campaign, touting “real people with real stories about their Toyotas. And, the Davises are part of those real people.” Read the rest of this entry »

Lawsuits Fill in Outline of Toyota Sudden Accleration Cover-Up

Posted by Sean on August 4th, 2010 |  

The splash that retired NHTSA recall division chief George Person made when he told The Wall Street Journal that the agency was sitting on a report that would show driver error to be the cause of Toyota SUA events has been submerged by a new wave of reality, as attorneys heading the Multi-District Litigation (MDL) charged in a class-action complaint that Toyota knew since 2003 that it had an SUA problem it could not explain and its own dealers witnessed some events.

The MDL, filed this week on behalf of Toyota and Lexus owners alleging that the automaker’s SUA defect has caused their vehicles to lose value, shows that Toyota has known, at least since May 2003 that its Electronic Throttle Control had a “dangerous” unintended acceleration problem with an unknown cause. That civil action, and a second one claiming damages for Toyota and Lexus owners who were injured or killed in crashes alleged to have been caused by SUA, cite six incidents which occurred between 2003 and 2010, witnessed by Toyota technicians, dealers and others. The e-mails also show that Toyota spent considerable energy trying to divert NHTSA from looking too closely at the issue. Here are some highlights from the class-action complaint: Read the rest of this entry »

Will Toyota Be Number One in Criminal Violations Under the TREAD Act?

Posted by admin on July 20th, 2010 |  

Toyota’s announcement that it is the subject of a federal criminal probe in the relay rod recalls begs a question: Will it be the first automaker to be criminally prosecuted under the Transportation Recall Enhancement, Accountability and Documentation (TREAD) Act?

Today, the automaker released – via a statement to the Tokyo Stock Exchange – the news that a federal grand jury in New York had subpoenaed the company on June 29 for documents regarding relay rod failures.

Toyota said:  “The company and our subsidiaries will cooperate with the investigation with sincerity.” Read the rest of this entry »

Toyota Sudden Unintended Acceleration: The New Numbers Are In!

Posted by admin on July 20th, 2010 |  

Safety Research & Strategies has completed our latest review of Toyota unintended acceleration complaint data.  Our database consists of incidents from the following sources:

  • Consumer complaints to NHTSA through June 7, 2010
  • Toyota-submitted claims from several NHTSA investigations into unintended acceleration
  • Incidents reported by media organizations
  • Consumer contacts made to our organization and other firms that are reporting incidents that they have received Read the rest of this entry »

Jury Finds Sunbeam’s Improved Electric Blanket Circuit Still Doesn’t Fail Safe

Posted by admin on July 15th, 2010 |  

A Missouri federal court jury has found Sunbeam Products, Inc. partially responsible for serious burn injuries suffered by a bed-bound elderly woman who was sleeping under one of its electric blankets, when the blanket caught fire.

Barbara Kay of Morgan County, Missouri was sleeping under a Sunbeam electric blanket on October 28, 2008 when it ignited, severely burning 35 percent of her body. Kay had been invalided by a stroke 10 years earlier, which had paralyzed the left side of her body. Kay was also a smoker who smoked in bed, and kept her cigarettes, lighter and ash trays on a tray positioned on her right side, along with the controls for her hospital bed and electric blanket. At about 7 a.m., Kay awoke to pain on her left side and saw flames leaping out of the left side of the bed near her leg and hip. Kay, who was in her 70s, recuperated in the hospital for five months, but lost part of her left arm, as a result of her burns.

Fire department investigators determined that fire originated on the left side of the hospital bed, and narrowed the source of ignition to the blanket or a cigarette, but concluded that a burning cigarette was most likely the source of the fire.

In late June, however, a civil jury concluded that the blanket played a role in the fire, and in awarding Kay $2 million in compensatory damages, assigned one third of the blame to Sunbeam. In the second phase of the trial, the jury heard evidence of Sunbeam’s $1.9 billion net worth, to determine punitive damages. George McLaughlin, who represented the Kays with co-counsel James Crispin, asked for $1 each for the 30 million blankets Sunbeam had sold. But before the jury could decide, Sunbeam and the Kays reached a confidential settlement. Read the rest of this entry »

No Black Box Exoneration for Toyota

Posted by admin on July 14th, 2010 |  

The Wall Street Journal made a splash yesterday when it reported that the US DOT had analyzed dozens of data recorders from Toyota vehicles in crashes blamed on unintended acceleration and found that the throttles were open and brakes were not applied.  These findings support Toyota’s position that SUA events are not caused by vehicle electronics, the Journal claimed.  The Journal apparently based its report on information leaked by Toyota, because NHTSA is denying any involvement.

Toyota’s efforts to place the story with the Journal seem to be paying dividends –  literally. The automaker’s stock rose 1 percent on the news and reporters scrambled to repeat the Journal piece with no independent sources. Read the rest of this entry »

Every Time We Learn Something Else, It Gets Worse (for Toyota)

Posted by admin on July 12th, 2010 |  

Some day, possibly very soon, the Harvard Business School is going to do a case study on Toyota and sudden unintended acceleration, and two of the underlying principles are going to be: Don’t lie so (bleeping) much; and Swat not the gadfly with a sledgehammer.

We know that Toyota has compounded its technical problem with a public relations disaster, but we’re always fascinated to learn that it’s worse than we thought – to wit Toyota v. David Gilbert. Read the rest of this entry »