BMW SA Strikes Again - Motorplan

[scunick]

So...
BMW SA have in their wisdom decided that as a result of the coil overs installed (which were installed due to their lack of ability to solve the problem in the first place) my Motorplan has been cancelled. The car is 6 years old and motorplan was extended till Aug this year.

I sent the car in for a repair to a defective brake disk and to address the excessive play on the diff.

I was emailed the letter and following a query from myself they responded as follows:

Dear Nick

We take note of your below email, and once again apologise for any inconvenience caused,

Please furbish us with your vehicles current mileage and banking details,

Regards

BMW (South Africa) (Pty) Ltd

Mr Johannes Conradie
Specialist : Customer Services
Dept Code: Dept Code ZA-VA-1-3
P.O Box 2955, Pretoria 0001
Phone: 0800 600 555
Fax: 0865574416
mailto: [email protected]
Url: http://www.bmw.co.za/
-----------------------------------------------------
Registration number 1960/000196/07
This e-mail and its contents are subject to the BMW (South Africa)(Pty) Ltd
Email Legal notice and information available at
http://www.bmw.co.za/legal/directorsnotice.asp

Directors: F-P Arndt*(Chairman), B Donauer* (Managing), U-B Sanne*(Finance & Human Resources),
J Ginglseder*(Technical & Logistics), Dr JP Fegbeutel*(Legal Services),
W Luhabe(Non-Executive), MS Phalatse(Non-Executive)
*(German)
-----------------------------------------------------


My response is below:

First of all congratulations. You have successfully converted a profitable customer into a loss leader and the biggest pain in the ass you have ever met.

I am afraid that apologizing for any inconvenience is beyond pathetic as a response.

To summarize this disgusting approach to client management as an inconvenience is not only ridiculous, but condescending and insulting. An "inconvenience" would be me having to reschedule a meeting so i can write this response. BMW's approach is not inconvenient it is unethical, culpable and ridiculously damaging.

A quick check of your magical vehicle records would highlight that I have multiple vehicles on Motorplan. Without fail every single one of these vehicles has issues that Motorplan is not delivering to the contract. Be rest assured that as off today EVERY SINGLE ONE of my vehicles will be booked into SMG's servicing department and Motorplan WILL repair the outstanding items. Further for every day that the service department does not resolve my issues I will be issuing BMW an invoice for settlement for the costs I incur as a result of not having any of my vehicles available for my use.

This correspondence will now be made public.

WELL DONE!... a great job done!

To put it mildly I am rather pissed. I maintain my cars fastidiously and BMW Motorplan never incurs costs due to my leaving things unresolved.

I hope they have deep pockets as they WILL now fix every single issue. Everytime they come back with "we have tested and can't find an issue" is just going to sit there at their expense till it is fixed.

SMG have been really good through all of this and have assisted where possible, including replacing at their costs the faulty brake disk.

Oh well.... onward

---

And to add insult to injury the same consultant just decided to address another cancellation letter to me... except it is for a completely different person and a car i have never owned. What a bunch of incompetent buffoons!!!

I unfortunately have the unpleasant job of letting Mrs Niven Misra know that BMW SA have cancelled your Motorplan.... maybe you are a fanatics subscriber..... drop me a PM and I will forward the letter to you

 

[Seether]

Your frustration will fall on deaf ears. They will not even flinch at your response. I can picture them laughing amongst themselves at most of the replies they get. It almost seems that their mission is to sell you a car and then cancel the MP for any little reason. Nice way to make money!

You know as well as I do that they will never reimburse you for not having your vehicle for use. The whole situation is wrong and there should be a controlling body that actually takes action against this crookery!

Unfortunately, all manufacturers are like this, so its not limited to BMW.

Good luck with this issue. I hope it gets resolved.

 

[Twinz]

1. Dig your signature :thumbs:

2. I find the response from BMW completely incomprehensible.
3. But i am even more shocked at the level of service and the dealers inability to fix the issues on your car :nonono:

 

[scunick]

Your frustration will fall on deaf ears. They will not even flinch at your response. I can picture them laughing amongst themselves at most of the replies they get. It almost seems that their mission is to sell you a car and then cancel the MP for any little reason. Nice way to make money!

You know as well as I do that they will never reimburse you for not having your vehicle for use. The whole situation is wrong and there should be a controlling body that actually takes action against this crookery!

Unfortunately, all manufacturers are like this, so its not limited to BMW.

Good luck with this issue. I hope it gets resolved.

Thx.... I find there approach laughable. When I worked for BMW they made more money out of MP than any other part of their business. It seems that is still the case today. They could not give a rats arse about their clients.....
Later
Nick

 

[Mamba]

"Mr Conradie" was my first point of contact as well, needless to say what my responses were to some of his replies... !!!

...

 

[scunick]

1. Dig your signature :thumbs:

2. I find the response from BMW completely incomprehensible.
3. But i am even more shocked at the level of service and the dealers inability to fix the issues on your car :nonono:

Twinz,

I know I am a major pain in the ass when it comes to my cars. I demand that all issues be fixed to as new spec. What I find amazing is that the dealer network does not have the skills of a tiny independent (ART). I now take my cars to ART for diagnosis and get BMW to fix... and they still cannot do the simple monkey wrenching required to replace a part. This is not a dealer issue... its a BMW (SA) issue. They no longer train mechs to be artisans... they are wrench monkeys with very limited knowledge past "replace the part". I would challenge any franchise dealer to FIX something as apposed to replacing it. Everyone of them would fail dismally.

We have been rebuilding the motor on my R33 GTR and have had to machine a number of small components to make it all work. There is no way that a dealer would have been able to do this work. It was however done by a small dedicated team in Stikland (Wessel @ Motorcade).

All said and done. I demand that my cars are mechnically perfect and I am prepared to pay for that luxury. BMW (SA) care very little about the car after they have banked the profit. They are not alone here, nut I for one would love to see a system where the independents could access Motorplan and actually deliver on the promise.

oh well... RANT OVER:rollsmile:

 

[Swiegie]

Hi

I share your feelings, I am just as unhappy with the service I receive from BMW!! Our car has been to three different workshops to resolve some issues, but it is absolutely useless.

My next car will be an Alfa. At least when I buy it, i know I can expect to have some problems with it......

Cheers

 

[Twinz]

All said and done. I demand that my cars are mechnically perfect and I am prepared to pay for that luxury.

We have this in common. :thumbs:

I dont care shit about any manufacturers MPs or warranties. But I demand the best service on my car. And i am prepared to pay for warrantied or non warrantied work...this is a non issue to me...But I just hate receiving shitty work on my car or for an issue to remain unresolved due to bad quality technical service. Having said that I have always been fortunate to get really excellent service or repair work...but it is also because i demand such. :thumbs:

 

[Sankekur]

In the end it seems all the dealers are pretty much the same, looks like all of them are going the same way, south.

Also ask them for a courtesy car for each of the cars you have booked in.

 

[herr bmw]

the reason is................you worked for bmw.its pay back:rollsmile:

jokes aside,this is bad of mp,and i hope you come right with all your problems on all your other cars

good luck

 

[babyboss]

once u buy their product u just a number , all these car company's are wankers :bangdesk:

 

[Caddy101]

Thank you for this rant, I nearly convinced my mother to buy a new X3, we were about to leave the house to go test drive one. Luckily women take long to get ready and I entertained myself on the forum.

Now to find somebody who wont treat my 50 year old mother like shit after she pays for the car. She's old, she needs a comprehensive motorplan/warranty that is reliable. She can't be shopping for parts or finding mechanics at her age.

 

[Mike1]

Not acceptable. :thumbdo:

 

[Twinz]

The new X3 is such fun, competent and comfortable...i am really enjoying her.

 

[scunick]

Thank you for this rant, I nearly convinced my mother to buy a new X3, we were about to leave the house to go test drive one. Luckily women take long to get ready and I entertained myself on the forum.

Now to find somebody who wont treat my 50 year old mother like shit after she pays for the car. She's old, she needs a comprehensive motorplan/warranty that is reliable. She can't be shopping for parts or finding mechanics at her age.

Unfortunately this is not limited to BMW... Have had worse dealer experiences with merc, Toyota and specifically Nissan. The lessons are don't change ANYTHING and be plainly painfully till you get what you want from Motorplan.
Later
Nick

 

[sclass]

Maybe they should offer vehicles with M/plan as an option and customers could just pocket the money saved to ACTUALLY use on the car for what's needed? I could be wrong but I believe VW offers such, and their quoted prices exclude m/plan?

 

[moranor@axis]

I wish they would just do away with MP and charge proper prices for parts problem solved...

 

[kabal]

why didnt they just void the suspension portion of the motorplan?

to be fair, you violated the motorplan agreement

 

[chrisc]

Get a Toyota. Very boring cars that seldom go wrong but with a Japanese work ethic that ensures your satisfaction

 

[rick540]

why didnt they just void the suspension portion of the motorplan?

to be fair, you violated the motorplan agreement

I thought the same.

It is however a bit drastic to void the entire Motorplan, how do they justify that from a couple of coilovers?

Any other mods on the car?