discussion What would you do

[JamesX7 M60i]

The major risk with owning a modern BMW when electronics go wrong is the BMW dealer mechanic. BMW SA sells less than half the cars they were selling a decade ago locally. To cut costs they employ trainee artisans that they pay much less. Lot's of horror stories I can tell you of my experience with three dealers in the north, Cedar, JSN & Sandton, from overfilling engine oil (6L instead of 5,2L), wrong grade of oil (LL01 instead of LL04), missing oil drain plug washer, missing battery bracket, missing and untightened bolts, incorrect diagnosis (was advised to change a R15k engine fan when the issue was a R200 relay), unclamped engine cover, spilled engine oil all over my engine bay, the list is endless. But you should have a new car after this experience and because of the agony you went through they should not even adjust for wear and tear during ownership. Good luck

I am hoping for this.

Thank you

 

[JamesX7 M60i]

Just a little Update. So apparently the German tech's were supposed to arrive yesterday, I asked to be informed when they arrive and BMW Fourways and nothing. So i called BMW SA rep apparently he was on lunch and still is as again I asked him to call me back and nothing.

Phoned the sales lady to ask if the International visitors have arrived no answer, Workshop manager was on a call he will call me back, still waiting.

P!ssed off now more than anything especially due to being ignored.

 

[JamesX7 M60i]

These guys feel a F2ck for you. they have you money so what the client must just take it.

Remember the car broke 18 Jan 2024 for the last time that's where this case comes from. There was one or two calls before this email trail.

I have taken out the case number and email addy, links and most details of everyone dont want that floating around


From: Lawrence
Sent: Friday, 09 February 2024 15:12
To: Gareth De Clercq
Subject: RE: Joint CIC Case

Importance: High

Good afternoon Mr De Clercq,
Trust you well.
Further to our last conversation, our Investigations Manager advised that the Team from Germany will be arriving month end only.
As they arrive they will go and inspect your vehicle and provide a report.
Thank you for your patience in this regard.
As a customer centric organization, we are constantly identifying ways to improve the level of service we embody as a brand and would appreciate your participation in a short survey. Please click to rate my level of service delivery to you.
Kind regards

-- BMW Group South Africa Customer Service Specialist Customer Service Aftersales

From: Gareth De Clercq
Sent: Monday, February 12, 2024 8:08 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence

I tried calling and you were busy .
I would like to know what happens after this report?
During the last conversation you told me, the German visitors would be here in a few days that was 2 weeks ago now and now they only coming month end.
I would also like to see the report that was done by the guy from BMW SA that went to do his inspection to know what he has found to constitute a visit from Germany?
Thank you,

From: Lawrence
Sent: Tuesday, 13 February 2024 10:39
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High

Good day Mr De Clercg,

Trust you well.
I apologize for not being able to return your call .
I understand your concerns regarding the delay in the German visitors' arrival. As discussed previously we were waiting for a confirmation date of their visit.
Kindly note that I have again spoken to our Investigations Manager, and he advised that will all special cases ,he always consults with the team in Germany.
I understand that this delay is causing inconvenience and frustration, and I apologize for any inconvenience caused. Rest assured, we are doing everything we can to expedite the process and ensure a smooth visit for our German visitors.
I will continue to stay in touch with the team and provide updates as soon as I have them. In the meantime, please feel free to reach out to me if you have any further questions or concerns.
Thank you for your understanding and patience.
Kind regards

From: Gareth De Clercq
Sent: Tuesday, February 13, 2024 10:47 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence
What was found to constitute the German Visitors to come out here and investigate? Why do I need to wait for them to come down?
how will this report that they are going to be doing, change the result or outcome of this investigation?
There must be some sort out plan on the table already of a resolution, I would like to know what they are please?
Thank you,
Gareth de Clercq
National IT Systems Co Ordinator


From: Lawrence
Sent: Tuesday, 27 February 2024 11:53
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High


Good day Mr De Clercq,
Trust you well.
Further to below, kindly note that our Investigation Manager along with the German colleagues are currently busy with your vehicle.
As soon as I have feedback from them I will update you.
Once again thank you for your patience in this regard.
Kind regards



This was my last reply to him a few min ago.

Hi Lawrence
Like I have said more than once in the past few times we have spoken, not my vehicle, I want a refund or replacement. I do not want that car back. So no matter what the investigators find out I don’t want it back.
I tried to phone you twice and both times you were busy and I left a message to call me back and no return phone call, none of my questions have been answered below( Above for the forum peoples)
Regards,
Gareth de Clercq
National IT Systems Co Ordinator

 

[NBN]

These guys feel a F2ck for you. they have you money so what the client must just take it.

Remember the car broke 18 Jan 2024 for the last time that's where this case comes from. There was one or two calls before this email trail.

I have taken out the case number and email addy, links and most details of everyone dont want that floating around


From: Lawrence
Sent: Friday, 09 February 2024 15:12
To: Gareth De Clercq
Subject: RE: Joint CIC Case

Importance: High

Good afternoon Mr De Clercq,
Trust you well.
Further to our last conversation, our Investigations Manager advised that the Team from Germany will be arriving month end only.
As they arrive they will go and inspect your vehicle and provide a report.
Thank you for your patience in this regard.
As a customer centric organization, we are constantly identifying ways to improve the level of service we embody as a brand and would appreciate your participation in a short survey. Please click to rate my level of service delivery to you.
Kind regards

-- BMW Group South Africa Customer Service Specialist Customer Service Aftersales

From: Gareth De Clercq
Sent: Monday, February 12, 2024 8:08 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence

I tried calling and you were busy .
I would like to know what happens after this report?
During the last conversation you told me, the German visitors would be here in a few days that was 2 weeks ago now and now they only coming month end.
I would also like to see the report that was done by the guy from BMW SA that went to do his inspection to know what he has found to constitute a visit from Germany?
Thank you,

From: Lawrence
Sent: Tuesday, 13 February 2024 10:39
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High

Good day Mr De Clercg,

Trust you well.
I apologize for not being able to return your call .
I understand your concerns regarding the delay in the German visitors' arrival. As discussed previously we were waiting for a confirmation date of their visit.
Kindly note that I have again spoken to our Investigations Manager, and he advised that will all special cases ,he always consults with the team in Germany.
I understand that this delay is causing inconvenience and frustration, and I apologize for any inconvenience caused. Rest assured, we are doing everything we can to expedite the process and ensure a smooth visit for our German visitors.
I will continue to stay in touch with the team and provide updates as soon as I have them. In the meantime, please feel free to reach out to me if you have any further questions or concerns.
Thank you for your understanding and patience.
Kind regards

From: Gareth De Clercq
Sent: Tuesday, February 13, 2024 10:47 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence
What was found to constitute the German Visitors to come out here and investigate? Why do I need to wait for them to come down?
how will this report that they are going to be doing, change the result or outcome of this investigation?
There must be some sort out plan on the table already of a resolution, I would like to know what they are please?
Thank you,
Gareth de Clercq
National IT Systems Co Ordinator


From: Lawrence
Sent: Tuesday, 27 February 2024 11:53
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High


Good day Mr De Clercq,
Trust you well.
Further to below, kindly note that our Investigation Manager along with the German colleagues are currently busy with your vehicle.
As soon as I have feedback from them I will update you.
Once again thank you for your patience in this regard.
Kind regards



This was my last reply to him a few min ago.

Hi Lawrence
Like I have said more than once in the past few times we have spoken, not my vehicle, I want a refund or replacement. I do not want that car back. So no matter what the investigators find out I don’t want it back.
I tried to phone you twice and both times you were busy and I left a message to call me back and no return phone call, none of my questions have been answered below( Above for the forum peoples)
Regards,
Gareth de Clercq
National IT Systems Co Ordinator

What worked for me, was camping out at the dealership . Its hard for them to avoid you like the plague when you are all in their face . Also helps when you tell everyone you encounter at how the dealership is treating you , especially prospective new customers lingering in the sales department. Yes i know its very petty , but yes the in your face tactics might cost you a day of leave but its worth it considering how much of money you have sitting there and doing nothing.

 

[cRed001]

Fk that is frustrating. I absolutely hate this mindless corporate lingo about being a customer centric organisation yet their actions reflect that they could'nt give a crap about their customer or their experience.

 

[JamesX7 M60i]

I have been there multiple time. Mostly to swop from one loaner to another, Its not dealership its bloody BMW SA. Fourways been pretty helpful in most cases spoke to the DP and workshop manager they waiting for BMW SA

 

[JamesX7 M60i]

Fk that is frustrating. I absolutely hate this mindless corporate lingo about being a customer centric organisation yet their actions reflect that they could'nt give a crap about their customer or their experience.

I left some Great reviews

 

[modocrat]

This is bound to leave a sour taste for the brand after this shit show.

 

[JamesX7 M60i]

So just got a voice note from the sales lady at Fourways who sold me the car that the Germans have arrived and the car is now in it own cubicle with the Germans working in it. Asked for a sneak pic but she does not want to get caught

 

[Kal23]

This is bound to leave a sour taste for the brand after this shit show.

Well, you'd think this fiasco would give BM a good kick in the rear, but nope, they're somehow Teflon-coated. They unleash their corporate "get out of jail free" card whenever incidents like this occur. James, it's time to unleash your inner beast on them. Get Carte Blanche, or Devi involved.

 

[Sabretooth tiger]

At least the dealership seem to be bringing their part. BMWSA need to really work on their customer service. I had my own horrible experience with them years ago and it made me walk away from the brand for nearly 8 years.

 

[JamesX7 M60i]

Yeah man lets see what they have to say I have made my feelings clear on this and if they decide to go against it I will take it as far as I can.

 

[Thami4u]

The major risk with owning a modern BMW when electronics go wrong is the BMW dealer mechanic. BMW SA sells less than half the cars they were selling a decade ago locally. To cut costs they employ trainee artisans that they pay much less. Lot's of horror stories I can tell you of my experience with three dealers in the north, Cedar, JSN & Sandton, from overfilling engine oil (6L instead of 5,2L), wrong grade of oil (LL01 instead of LL04), missing oil drain plug washer, missing battery bracket, missing and untightened bolts, incorrect diagnosis (was advised to change a R15k engine fan when the issue was a R200 relay), unclamped engine cover, spilled engine oil all over my engine bay, the list is endless. But you should have a new car after this experience and because of the agony you went through they should not even adjust for wear and tear during ownership. Good luck

Mercedes Benz too. The workmanship is poor, customer service is non-existent. I get the feeling that these mechanics genuinely don't have the skills to fix these newer models. My father in law had issues with his GLE for the longest time, once we took it there and the mechanic didn't know where the battery is located. They couldn't sort out suspension problems in the Viano until the motorplan lapsed and fixed it myself. It is a serious concern it is no laughing matter anymore.

 

[TBP88]

These guys feel a F2ck for you. they have you money so what the client must just take it.

Remember the car broke 18 Jan 2024 for the last time that's where this case comes from. There was one or two calls before this email trail.

I have taken out the case number and email addy, links and most details of everyone dont want that floating around


From: Lawrence
Sent: Friday, 09 February 2024 15:12
To: Gareth De Clercq
Subject: RE: Joint CIC Case

Importance: High

Good afternoon Mr De Clercq,
Trust you well.
Further to our last conversation, our Investigations Manager advised that the Team from Germany will be arriving month end only.
As they arrive they will go and inspect your vehicle and provide a report.
Thank you for your patience in this regard.
As a customer centric organization, we are constantly identifying ways to improve the level of service we embody as a brand and would appreciate your participation in a short survey. Please click to rate my level of service delivery to you.
Kind regards

-- BMW Group South Africa Customer Service Specialist Customer Service Aftersales

From: Gareth De Clercq
Sent: Monday, February 12, 2024 8:08 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence

I tried calling and you were busy .
I would like to know what happens after this report?
During the last conversation you told me, the German visitors would be here in a few days that was 2 weeks ago now and now they only coming month end.
I would also like to see the report that was done by the guy from BMW SA that went to do his inspection to know what he has found to constitute a visit from Germany?
Thank you,

From: Lawrence
Sent: Tuesday, 13 February 2024 10:39
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High

Good day Mr De Clercg,

Trust you well.
I apologize for not being able to return your call .
I understand your concerns regarding the delay in the German visitors' arrival. As discussed previously we were waiting for a confirmation date of their visit.
Kindly note that I have again spoken to our Investigations Manager, and he advised that will all special cases ,he always consults with the team in Germany.
I understand that this delay is causing inconvenience and frustration, and I apologize for any inconvenience caused. Rest assured, we are doing everything we can to expedite the process and ensure a smooth visit for our German visitors.
I will continue to stay in touch with the team and provide updates as soon as I have them. In the meantime, please feel free to reach out to me if you have any further questions or concerns.
Thank you for your understanding and patience.
Kind regards

From: Gareth De Clercq
Sent: Tuesday, February 13, 2024 10:47 AM
To: Lawrence
Subject: RE: Joint CIC Case:

Hi Lawrence
What was found to constitute the German Visitors to come out here and investigate? Why do I need to wait for them to come down?
how will this report that they are going to be doing, change the result or outcome of this investigation?
There must be some sort out plan on the table already of a resolution, I would like to know what they are please?
Thank you,
Gareth de Clercq
National IT Systems Co Ordinator


From: Lawrence
Sent: Tuesday, 27 February 2024 11:53
To: Gareth De Clercq
Subject: RE: Joint CIC Case:
Importance: High


Good day Mr De Clercq,
Trust you well.
Further to below, kindly note that our Investigation Manager along with the German colleagues are currently busy with your vehicle.
As soon as I have feedback from them I will update you.
Once again thank you for your patience in this regard.
Kind regards



This was my last reply to him a few min ago.

Hi Lawrence
Like I have said more than once in the past few times we have spoken, not my vehicle, I want a refund or replacement. I do not want that car back. So no matter what the investigators find out I don’t want it back.
I tried to phone you twice and both times you were busy and I left a message to call me back and no return phone call, none of my questions have been answered below( Above for the forum peoples)
Regards,
Gareth de Clercq
National IT Systems Co Ordinator

Unreal, you've spent probably a few million on a car that you haven't had use of since mid Jan - it's going on MARCH.

As you stated, CPA means you can return that thing, either refund or replace - I wouldn't want to touch that car with a 10 foot pole after it spent 6weeks with BMW donkeys prodding it

 

[mosome]

Unreal, you've spent probably a few million on a car that you haven't had use of since mid Jan - it's going on MARCH.

As you stated, CPA means you can return that thing, either refund or replace - I wouldn't want to touch that car with a 10 foot pole after it spent 6weeks with BMW donkeys prodding it

Neither would I. if it wasn't a lemon then, it certainly is from now on for sure.

 

[modocrat]

We'll wait for its debut on AutoTrader..

 

[GravityLee]

We'll wait for its debut on AutoTrader..

One owner, FSH, fireworks optional extra.

 

[Kal23]

We'll wait for its debut on AutoTrader..

My ad idea
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Ok ok, I was bored

 

[TurboLlew]

Unreal, you've spent probably a few million on a car that you haven't had use of since mid Jan - it's going on MARCH.

As you stated, CPA means you can return that thing, either refund or replace - I wouldn't want to touch that car with a 10 foot pole after it spent 6weeks with BMW donkeys prodding it

Also not forgetting it literally caught fire 🤦🏽‍♂️

 

[Sabretooth tiger]

Also not forgetting it literally caught fire 🤦🏽‍♂️

So its a really hot car.