BMW dealership obligations towards customer

[JENICH]

Listen, Ferdi, you came here asking for advice and it's being given. It's maybe not the advice you'd like to hear but it is relevant advice none the less. It's also clear from other replies here that I'm not the only one concerned. But hey, it's your car so I'll just take my advice and shove it mmmkay?

Was your advice at all aimed towards the main subject (the stabalizer links)?

With tha car as a whole I have no concerns apart from the towbar, which was dicontinued by Execuhitch due to the exact same problem I am experiencing with it.

In all your posts not a single point was made towards the stabalizer link, but instead towards the integrity and quality of my car, which was not being queried at all.

...you just answered yourself here...

The guys are posting about the history and asking questions about it, because from some members previous experience with their own cars (Herrbmw) that had more kms, but yet none of these issues, the comparison was made.

It doesn't help you throw your dolls out the stroller and have a hissy fit about it.

The fact is maybe you should still be asking about the history of the car, and maybe somewhere something happened to the car that caused these issues, and by the guys here asking these questions and voicing their opinions it might just give you something to thing about.

Who knows...for all you know the car was in an accident, fixed without BMW knowing, and this might be why it's giving the issues it is...or maybe it jumped a curb....or maybe the previous owner did drag racing with it, thus the suspension is shot...maybe he was towing a 25ton trailer and that's why the tow bar is broken...who knows...

Fact is that the forum and its members are here as a family, and you should value their input and opinions, even if it doesn't always compliment your own view of things.

PS: you can email me as well the registration number, just for in case, and I will see on Enatis if I can see anything funny...

Good luck :thumb:

:withStu:

 

[Dewald Basson]

Listen, Ferdi, you came here asking for advice and it's being given. It's maybe not the advice you'd like to hear but it is relevant advice none the less. It's also clear from other replies here that I'm not the only one concerned. But hey, it's your car so I'll just take my advice and shove it mmmkay?

Was your advice at all aimed towards the main subject (the stabalizer links)?

With tha car as a whole I have no concerns apart from the towbar, which was dicontinued by Execuhitch due to the exact same problem I am experiencing with it.

In all your posts not a single point was made towards the stabalizer link, but instead towards the integrity and quality of my car, which was not being queried at all.

...you just answered yourself here...

The guys are posting about the history and asking questions about it, because from some members previous experience with their own cars (Herrbmw) that had more kms, but yet none of these issues, the comparison was made.

It doesn't help you throw your dolls out the stroller and have a hissy fit about it.

The fact is maybe you should still be asking about the history of the car, and maybe somewhere something happened to the car that caused these issues, and by the guys here asking these questions and voicing their opinions it might just give you something to thing about.

Who knows...for all you know the car was in an accident, fixed without BMW knowing, and this might be why it's giving the issues it is...or maybe it jumped a curb....or maybe the previous owner did drag racing with it, thus the suspension is shot...maybe he was towing a 25ton trailer and that's why the tow bar is broken...who knows...

Fact is that the forum and its members are here as a family, and you should value their input and opinions, even if it doesn't always compliment your own view of things.

PS: you can email me as well the registration number, just for in case, and I will see on Enatis if I can see anything funny...

Good luck :thumb:

:withStu:

No guy, what you doing now?

This pot has been stirred

 

[TurboLlew]

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Somewhat on the topic, there was another thread a day or two ago where a member was being pressured into buying a warranty or being forced to sign a CPA waiver. This is exactly the reason dealers do this...

 

[325iSmk2]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

 

[FerdiBotha]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

I agree, although I feel that whilst it was a battle to get the ball rolling, I'm still getting my car repaired at their expense. That means they're at least doing their part, although it took some effort from my side.

The reputation of the dealer is well known. A member on this forum still had a racial debate/incident with them.

---

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Somewhat on the topic, there was another thread a day or two ago where a member was being pressured into buying a warranty or being forced to sign a CPA waiver. This is exactly the reason dealers do this...

Correct.
This warranty is something I went through throroughly after some people warned me that it would be a waste. CPA is still in play and I can excercise all my rights in terms of the act.

I think they took a chance by telling me to claim from the warranty, but as soon as I refused and explained why they should fix it, they jumped at the opportunity to book my car in.

 

[325iSmk2]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

I agree, although I feel that whilst it was a battle to get the ball rolling, I'm still getting my car repaired at their expense. That means they're at least doing their part, although it took some effort from my side.

The reputation of the dealer is well known. A member on this forum still had a racial debate/incident with them.

Leo Haese Centurion, IIRC?

They are only doing what they are obliged to - and they tried all the dirty tricks to get out of that. It's definitely worth mentioning which dealer it is, if only so that the next person buying from them knows what kind of treatment he can expect.

 

[FerdiBotha]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

I agree, although I feel that whilst it was a battle to get the ball rolling, I'm still getting my car repaired at their expense. That means they're at least doing their part, although it took some effort from my side.

The reputation of the dealer is well known. A member on this forum still had a racial debate/incident with them.

Leo Haese Centurion, IIRC?

They are only doing what they are obliged to - and they tried all the dirty tricks to get out of that. It's definitely worth mentioning which dealer it is, if only so that the next person buying from them knows what kind of treatment he can expect.

The problem with car dealers these days is that they make it feel as if they're doing you a favour by doing repairs that should have been done in the first place.

 

[JENICH]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

I agree, although I feel that whilst it was a battle to get the ball rolling, I'm still getting my car repaired at their expense. That means they're at least doing their part, although it took some effort from my side.

The reputation of the dealer is well known. A member on this forum still had a racial debate/incident with them.

Leo Haese Centurion, IIRC?

They are only doing what they are obliged to - and they tried all the dirty tricks to get out of that. It's definitely worth mentioning which dealer it is, if only so that the next person buying from them knows what kind of treatment he can expect.

Are you implying the dealer involved here is Leo Haese Centurion?
Last time someone said something about the dealer i work for, they could not back up the accusations with proof.

JENICH

 

[FerdiBotha]

Why don't you want to name and shame? It's not like this is something disputable, or that it is sub judice? This sheepish attitude is exactly why service levels in SA are the way they are, the customer is "scared" of the provider and some imaginary consequences even when he's 100% in the right.

I agree, although I feel that whilst it was a battle to get the ball rolling, I'm still getting my car repaired at their expense. That means they're at least doing their part, although it took some effort from my side.

The reputation of the dealer is well known. A member on this forum still had a racial debate/incident with them.

Leo Haese Centurion, IIRC?

They are only doing what they are obliged to - and they tried all the dirty tricks to get out of that. It's definitely worth mentioning which dealer it is, if only so that the next person buying from them knows what kind of treatment he can expect.

Are you implying the dealer involved here is Leo Haese Centurion?
Last time someone said something about the dealer i work for, they could not back up the accusations with proof.

JENICH

325iSmk2 wasn't the one making accusations and no dealership was named by me, so there's nothing for us to get too excited about:coolShake:

 

[Luigi_S]

Correct.
This warranty is something I went through throroughly after some people warned me that it would be a waste. CPA is still in play and I can excercise all my rights in terms of the act.

I think they took a chance by telling me to claim from the warranty, but as soon as I refused and explained why they should fix it, they jumped at the opportunity to book my car in.

You're fortunate. The dealer I bought my car from is standing by his not paying for the repairs because I didn't buy a warranty. My 6 months CPA ended last week, but I had notified them a few weeks prior to this of the issues which need sorting, one of them being the airbag light on all the time.........

It looks like I'm going to have to go legal on this.

 

[tman]

Lets be honest, the towbar issue is not supposed to have any impact on their ability to rectify this problem.

Saying "we fixed this, so now you have to fix that" is inexcusable and quite frankly not they way any respectable business (BMW dealer nogal) should operate.

Name and shame is in order when you get your car back.



Sent on the move via Tapatalk

 

[ChefDJ]

Hmmm.....

 

[AshG108]

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Gees dude, happy for the right direction however these dealerships take chances hey?

Well you doing the right thing bud, wish you the best of luck with this. the car is with you for only 4 weeks man...gees can't believe some people sleep at night while knowing this at the back of their mind.

---

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Somewhat on the topic, there was another thread a day or two ago where a member was being pressured into buying a warranty or being forced to sign a CPA waiver. This is exactly the reason dealers do this...

Hey Llew,

that was me whereby the dealership that i bought my ix35 from gave me the piece of paper which made me waive my CPA rights and some other stuff. When i told them I am not signing this as the my CPA rights are being revoked, i got an all nice smile and a "don;t worry about that piece of paper"

 

[Sabretooth tiger]

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Gees dude, happy for the right direction however these dealerships take chances hey?

And that they do. I am also in the field of customer service. What some of these dealerships don't realize (or maybe its arrogance on their side, as the products are THAT good and sell themselves), is that in this day and age people want to buy customer value, yes you get the odd guy that will keep going back no matter what.

However, if you in the business of customer service, you should know that customers expect you to provide the best service they are entitled to, for their money. If you slip up, they might forgive you once, but then you need a good service recovery strategy.

A certain dealership, placed me in a position of extremely horrific customer service, not once, but three times. It was a very traumatic experience. I aged by 50 years with the third incident. Not once did they make any attempt at changing my service experience.

In the end I sold up, and walked away. I nearly gave them another opportunity, to change my experience but the sales guy wanted to shaft me AGAIN, (they don't use lube). I decided to walk away for good. Did I bother to inform the dealership, of my reason? No, it holds no value for me as a customer, to do so. (so is it only me? no at least my family is lost to the brand as well. That is loss of potential future income. Sure it wont dent their pockets.

Sadly as big a BMWFanatic as I am, I will never buy a new'ish BMW ever again. Some people might not like my choice of car, but my Dodge is brilliant (to me), its loaded with kit, great to drive, comfortable and I am treated like royalty at the dealership. The value I get out of my ownership experience of my American car, far out weighs my fanatic'ness.

 

[FerdiBotha]

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Gees dude, happy for the right direction however these dealerships take chances hey?

Well you doing the right thing bud, wish you the best of luck with this. the car is with you for only 4 weeks man...gees can't believe some people sleep at night while knowing this at the back of their mind.

---

Thanks Ash!

When all is said and done I'm sure I will be incredibly happy with my car. It's unfortunate that it took so much effort from my side to get the car in a condition that it should of been in when I purchased it. If they sort out all the problems, that is.

---

UPDATE:

After a massive debate my car will finally be booked in at the dealer tomorrow morning.

The salesperson mailed me to tell me I should claim from my 3rd party warranty and that they would not be able to repair as they are already paying R5k for a towbar.

Unfortunately for them it's not really their choice as this is a major concern (as can be seen on the thread) and shouldn't need attention in the first place.

Needless to say I won't willingly do business with this dealership again. There's a reason why some have the reputation that they have.

Gees dude, happy for the right direction however these dealerships take chances hey?

And that they do. I am also in the field of customer service. What some of these dealerships don't realize (or maybe its arrogance on their side, as the products are THAT good and sell themselves), is that in this day and age people want to buy customer value, yes you get the odd guy that will keep going back no matter what.

However, if you in the business of customer service, you should know that customers expect you to provide the best service they are entitled to, for their money. If you slip up, they might forgive you once, but then you need a good service recovery strategy.

A certain dealership, placed me in a position of extremely horrific customer service, not once, but three times. It was a very traumatic experience. I aged by 50 years with the third incident. Not once did they make any attempt at changing my service experience.

In the end I sold up, and walked away. I nearly gave them another opportunity, to change my experience but the sales guy wanted to shaft me AGAIN, (they don't use lube). I decided to walk away for good. Did I bother to inform the dealership, of my reason? No, it holds no value for me as a customer, to do so. (so is it only me? no at least my family is lost to the brand as well. That is loss of potential future income. Sure it wont dent their pockets.

Sadly as big a BMWFanatic as I am, I will never buy a new'ish BMW ever again. Some people might not like my choice of car, but my Dodge is brilliant (to me), its loaded with kit, great to drive, comfortable and I am treated like royalty at the dealership. The value I get out of my ownership experience of my American car, far out weighs my fanatic'ness.

The biggest mistake a dealership can make is to think a product sells itself.

No car runs problem-free for the duration of it's motorplan/warrranty period , so what really sets one dealership apart from another is after sales service and the manner in which problems are dealt this and sorted out.

This is the reason why my family supports Zambezi auto as much as possible as we have only ever received great service from them.

 

[FerdiBotha]

Another UPDATE:

The towbar has been fitted and is all sorted.

The hunt for the "worn links" began today. According to the salesperson (no direct contact with the workshop) one of the links were slightly loose.

What the reason is I honestly don't know and couldn't care about too much about, but I am glad they are owning up and repairing it at their expense. This means my car should be 100s again come this weekend.

As a customer I can't help but feel smug (though annoyed at the inconvenience as well) when they find a fault that should've been repaired before delivery - it shows the quality (or lack thereof) of their so-called 70-odd point check on each pre-owned vehicle.

The fact that no money is coming out of my pocket is also great as this problem shouldn't exist in the first place. :coolShake:

 

[Coisman]

Good to hear. :clap:

 

[Dewald Basson]

Good

 

[FerdiBotha]

I got my car back yesterday and the issues are now sorted out.

A new towbar was fitted, which isn't electronic, as that model was discontinued due to it often seizing (as mine did) and thus not being removable anymore. My new towbar works with a key and a lock, which means it's mechanical and always more reliable. The most important part is that the towbar can now be removed, as it should have been.

All and all I feel all of this should have been sorted out before I took delivery of the vehicle, but at least it still got sorted out and is all good now.:coolShake:

 

[ZaynM]

That's Good News!