NHTSA Complaint #11244037 — 2011 TOYOTA HIGHLANDER

I STARTED EXPERIENCING A CLUNK IN THE STEERING WHEEL COLUMN WHEN TURNING THE WHEEL TO THE LEFT FOR PARKING . IT HAPPENED A COUPLE OF TIMES SO I TOOK IT TO MY REGULAR TOYOTA DEALERSHIP FOR SERVICE. AFTER TEST DRIVING THE CAR THEY TOLD ME IT WAS THE STEERING INTERMEDIATE SHAFT THAT NEEDED TO BE REPLACED. I FELT I HAD NO CHOICE SO HAD THEM DO THE WORK AND IT COST $782.30 FOR PARTS / LABOR PLUS $134.95 FOR ALIGNMENT. TOTAL OF $917.25. I FOUND OUT THAT TOYOTA HAD ISSUED A TECHNICAL SERVICE BULLETIN #T-SB-0034-13 ON FEBRUARY 21,2013 SENT TO ALL TOYOTA REPAIR SHOPS ADDRESSING THIS ISSUE. THEY TOLD THE MECHANICS HOW TO REPLACE THIS EQUIPMENT AND THAT "A NEW INTERMEDIATE SHAFT HAS BEEN DEVELOPED TO ADDRESS THIS CONDITION". TO ME THAT MEANS THAT IN 2013 THEY KNEW IT WAS A DESIGN FLAW AND CORRECTED THE PROBLEM BY DESIGNING A NEW SHAFT. IF THEY HAD NOTIFIED THE 2008-2013 TOYOTA HIGHLANDER CUSTOMERS THEN THAT THIS WOULD BE AN ISSUE, MANY WOULD HAVE STILL BEEN UNDER WARRANTY AND IT WOULD HAVE BEEN COVERED. BUT INSTEAD THEY WAITED UNTIL PEOPLE HAD THE PROBLEM, BROUGHT THEIR CARS IN FOR REPAIR AND THEN CHARGED THEM WHATEVER THE GOING RATE IS. IN THE TECHNICAL SERVICE BULLETIN IS CLEARLY STATES THAT THIS WOULD BE COVERED UNDER A BASIC WARRANTY FOR TOYOTA. I SPOKE TO MY SERVICE ADVISOR AND HE REFERRED ME TO TOYOTA HEADQUARTERS. I CALLED THERE AND SPOKE TO TWO "SENIOR CUSTOMER ADVISORS" AND BASICALLY WAS TOLD I WAS OUT OF LUCK...NO RECALL, NO CAMPAIGN AND NO CUSTOMER REMUNERATION. WHEN I LOOK ONLINE IT'S CLEAR THAT MY HIGHLANDER IS NOT THE ONLY ONE WHO HAS HAD TO DEAL WITH THIS ISSUE AND SPEND HUNDREDS OF DOLLARS FOR THE REPAIR. I THINK THIS IS AN ISSUE THAT TOYOTA SHOULD HAVE TO OWN UP TO !!