BMW SA Customer Service Horrible...Need advice

[kavi_03]

Hi Guys

I need some advice regarding this, has anyone experienced any such a thing whereby BMW SA was unable to fix a problem on the car but are dragging their feet to do anything about it.

I've been sending my car since it was 6 months since date of purchase for an annoying noise and it's been been a few dealers as well as BMW SA themselves with no joy, parts around my braking system have been replaced 4 times trying to fix the problems with no luck and now have "agreed" to look at replacing the vehicle but no word yet.

Been thinking about going to the Ombudsman but not sure how long they will take and what type power do they really have to make BMW take the car back or replace it.

I was told by a the BMW regional manager that the problem CANNOT be fixed and that i just have to live with this.

Any input would be appreciated on this.

Thanks

 

[Raybimmer]

Welcome to the forum .
Try get everything in writing .
With this you can get help . The Consumer Protection Act ( CPA ) is there to cover the purchaser that he gets an item fit for use .
One problem , for instance what if this is a lost bolt or nut lying somewhere ?
The dealers will look and after a few minutes the mechanic is now wasting time and gives up .
Send the party who has agreed to look at replacement a email thanking him and BMW SA for standing by their product and you look forward to a happy ending , see if a bit of sweetness helps .
Good Luck .

 

[kavi_03]

Welcome to the forum .
Try get everything in writing .
With this you can get help . The Consumer Protection Act ( CPA ) is there to cover the purchaser that he gets an item fit for use .
One problem , for instance what if this is a lost bolt or nut lying somewhere ?
The dealers will look and after a few minutes the mechanic is now wasting time and gives up .
Send the party who has agreed to look at replacement a email thanking him and BMW SA for standing by their product and you look forward to a happy ending , see if a bit of sweetness helps .
Good Luck .

Thanks for the reply, the car was sent to numerous dealers as well as BMW SA technical for an analysis on the problem but came back empty handed and saying nothing can be do to resolve the issue.

I have been patient and nice to everyone i have spoken to but the customer service of bmw do no return calls nor do they put anything in writing but what i did was get a recording of one of the conversations and well i had a witness sit in with me when i met with the regional manager saying that he would something to me in writing and we will work out the figures from there and since that meeting my car has dropped approx R50000 in value due to the new F30 and 2 months gone by so book is dropping.

The CPA unfortunately cannot be used here at the car was purchased in September 2010 and the Act was introduced in April 2011.

I am very happy with the BMW product and would not see myself driving anything else but there are really bad apples working in management at BMW SA who mislead their loyal customers that it can be fixed but the tune has changed.

 

[Philip Foglar]

Welcome to the forum! Maybe complain on their facebook page. Just out of interest, maybe some more info regarding the specific car and issues that you are having, brakes I gather...

 

[kavi_03]

Welcome to the forum! Maybe complain on their facebook page. Just out of interest, maybe some more info regarding the specific car and issues that you are having, brakes I gather...

I will give that a try and see what happens from there, they used to monitor hellopeter but sadly not anymore guess it got too much for them. Most of cars have that squeak noise when you brake, mine is when i take off and it is constant and always there, will post a video link to this soon.

 

[abmi0000]

Just hearing the issue doesn't sound like something hectic. Strange that they can't find a solution.

 

[kavi_03]

Just hearing the issue doesn't sound like something hectic. Strange that they can't find a solution.

The sound is very very annoying that's all and bmw seemed to be obsessed with the braking system, it happens when you take off or slowing down without using brakes...

 

[abmi0000]

Just hearing the issue doesn't sound like something hectic. Strange that they can't find a solution.

The sound is very very annoying that's all and bmw seemed to be obsessed with the braking system, it happens when you take off or slowing down without using brakes...

Aaah ok - then it clearly isn't the brakes. Eish man, can only imagine how annoying the sound must be.

 

[Jonny]

My car has been with a certain BMW dealer for almost a month now, for the same problem I've been having for 6 years now. This year is the final year of motorplan, which thankfully was extended. The car has been to another dealer which shifted the blame back to the dealership where I purchased the car. No courtesy car, only one SMS updating me on the progress of the problem, all round disgusting service - I told them I will NEVER buy another car from them again and they better fix the F***ing problem because I want to sell the car ASAP. It's a minor problem but I would like to sell the car in perfect condition. This is about the 3rd or 4th time it has been in to get sorted without any joy.

I love BMW, but this particular dealership can F***OFF!

Oh ya the problem has to do with an extra on the car, which has never worked!!!! Paid for it (BMW extras are not cheap) and have never got a chance to use it!!!!!!!!!!!:bangdesk:

Edit: The problem part has been sent to BMW SA, so I'm waiting for feedback (almost a week now)...

 

[tcal69]

Man that sucks, perhaps take it to another independent mechanic and see what they Say?:argh:

 

[Sabretooth tiger]

Name and shame dude, it works.

 

[ambroseg1]

Name and shame dude, it works.

Lots of people complain about service but seem to be "afraid" to name and shame????

 

[Sabretooth tiger]

Name and shame dude, it works.

Lots of people complain about service but seem to be "afraid" to name and shame????

just check my problems I had with Leo Haese Centurion, and how naming and shaming drove BMW SA to the party.

I went from being disgusted with the brand as a whole, to loving it, thanks to BMW SA and Club motors Fountains. Will rather drive all the way to club motors Fountains now, then have anything to do with Leo Haese Centurion.

 

[Whacko]

Sad, very sad indeed, I have had bad attitude from dealers mostly. I stay away from them. :thumbdo:

 

[Jonny]

I don't wanna name & shame just yet, until I'm sure whose f***up it is (BMW SA or the dealer), but ya the service is generally quite terrible and I'm not the only one who complains about them. They wrote off one of my friends cars a few years ago, while taking it for a test run after a service, he had to battle to get compensation for their mistake.

Anyway my friends tell me that in Durban, SMG gives superb service so I will be buying my next car from them and servicing it there!

 

[ambroseg1]

I don't wanna name & shame just yet, until I'm sure whose f***up it is (BMW SA or the dealer), but ya the service is generally quite terrible and I'm not the only one who complains about them. They wrote off one of my friends cars a few years ago, while taking it for a test run after a service, he had to battle to get compensation for their mistake.

Anyway my friends tell me that in Durban, SMG gives superb service so I will be buying my next car from them and servicing it there!

name and shame both (dealer and BMW SA).

And little off topic, but you have just given another reason why I am dumbstruck at people who dont mind their cars being "test driven" by the trainee mechanic at the dealer.

 

[Jonny]

I don't wanna name & shame just yet, until I'm sure whose f***up it is (BMW SA or the dealer), but ya the service is generally quite terrible and I'm not the only one who complains about them. They wrote off one of my friends cars a few years ago, while taking it for a test run after a service, he had to battle to get compensation for their mistake.

Anyway my friends tell me that in Durban, SMG gives superb service so I will be buying my next car from them and servicing it there!

name and shame both (dealer and BMW SA).

And little off topic, but you have just given another reason why I am dumbstruck at people who dont mind their cars being "test driven" by the trainee mechanic at the dealer.

how would you know who is 'test driving' your car??

 

[AshG108]

My sis had this problem, car fuel consumption on the X1 2.0d X-Drive was too high, took it BMW SA, they didnt bother, went legal with CPA, and got BMW Germany involved, 3 weeks ago on Friday, they picked up their 2011 520d M-sport F20, with all options ticked and a nice and healthy R150k discount and no loss on the X1.

:thumbs::thumbs::thumbs:

 

[ambroseg1]

how would you know who is 'test driving' your car??

my point exactly.....you dont. I am just assuming the worst (based on my personal experience and from what my friends and family tell me who work at dealers in the workshops).

 

[Spy007]

CPA actual is in effect from April 2010 So you still have a case. as i am going through something similar at the moment

Go to

MIOSA then CPA then attorneys



http://www.miosa.co.za/

[email protected]

Downpload the documents fill in and send back.

If they can not help or you are unhappy with the result you go to the CPA



The CPA unfortunately cannot be used here at the car was purchased in September 2010 and the Act was introduced in April 2011.