Toyota's reply
"We apologize if the humor doesn't play well for you."
December 19, 2007
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.
On behalf of Toyota, I apologize for any upset or concern you may have been caused by our commercial.
Toyota is sensitive to the opinions of our customers, and we respect your feedback about our commercial. We have documented your comments accordingly.
We appreciate the opportunity to explain that the commercial is in the current vein of using humor to make the commercial entertaining to watch, so as to make it enjoyable and memorable to the viewer.
Please be assured that we apologize if the humor doesn't play well for you, because we didn't intend to create an upsetting experience.
The ridiculous situation portrayed in the commercial is intended only for levity, and is not meant seriously or to encourage ridiculous or antisocial behavior, because our only intention is to advertise our products. We hoped the commercial would create a pleasant moment of laughter that would help the viewer keep Toyota in mind if you ever need a new vehicle, and the last thing we would want to do is to create a commercial that would turn the viewer away from Toyota.
We try to research our commercials in advance, to scope out audience reaction and to see if the commercial would be both memorable and enjoyable, but there's nothing like real-world feedback from a viewer who tells us like it is. While we can't guarantee the commercial would be changed or cancelled, if it were, it would be driven by just this sort of candid, honest communication that you have volunteered; it's valuable and we appreciate it.
Again, we meant to use humor with the good intention of adding levity, and we apologize if our commercial's humor caused you any upset, offense or concern, because that was not our intention.
We appreciate the time and trouble you have taken to let us know, and we thank you for your feedback.
Thanks,
Toyota Customer Experience
