Did you speak with anyone at the dealership besides the service advisor? I really can't imagine that what he stated as their policy is actually their policy. They should have synthetic 5w-30 in individual quarts, as opposed to the bulk oil the 0w-20 comes in. Now it's possible that the parts department just billed out the wrong oil on the repair order, and the tech actually did the right thing, but considering someone in parts would have to hand the tech the proper quarts, it's unlikely they would have missed billing it too. I have to think that if you discuss this with the Service Manager, they will gladly fix this for you. They should also admit that this is not store policy, it's just a [censored] story from a lazy service advisor. If you've already spoken to the Service Manager and they are in agreement with the advisor, then this is probably a place you should never go again. One other avenue is to take it up with the dealership's Customer Relations Manager, who should be able to get this resolved to your satisfaction without much pain.
Needless to say, I'm of the opinion that you should get the proper oil in there. Also FWIW, I've been a Toyota service advisor for two dealerships.
Needless to say, I'm of the opinion that you should get the proper oil in there. Also FWIW, I've been a Toyota service advisor for two dealerships.