Hi,

A friend of mine had an issue of negligence from one of the Toyota
maintenance centers in the Middle East area and he's documented the
issue, which is still pending, and would like to get it addressed via
their trackable procedure as well as through the right people whom are
responsible for taking care of these issues.

Please provide me with the procedure and if any some Service Level
Agreements and legal terms and customer rights that Govern vehicle
maintenance and how are issues regarding customer rights and
responsibilities dealt with that both them and their customers should
be aware of and follow.

Also, provide all the contacts we can use: Names, positions, phone,
fax and email if available to get this issue escalated.

It would be idea to know what entities and departments of quality and
service that are not part of the look monitor customer satisfaction to
get them involved in the issue that has now taken more than two months
without being addressed.

Recommendations from what is seen as the best rout to go in handling
issues like these to get the best results?

-Mao