BMW SA Strikes Again - Motorplan

[scunick]

Good luck, I fought them for two years and got nowhere, I did not give up as such but decided to take them on on a different level...


...

Yep... That's the plan... They will pay for every little item they are required to under the contract on the M Coupe....

---

So hows the Discovery treating you Nick? :rollsmile:

Really surprised, well actually I am not... BMW need to do something or else.

The disco is truly a lovely car... Problem is I had no emotional connection to it... It's not brash like the M3... It's not sharp like the M Coupe... It doesn't have the soul of the M5 or the heart of the "is"... And it certainly doesn't have the history of the FJ or the brutality of the GTR... It's simply a lovely car to drive... Just not something I wish to own long term

And yes it is exactly what you have come to expect from motorplan. She was getting a little long in the tooth for MP anyway as she is a 2005... Oh well.


---
I am here: http://maps.google.com/maps?ll=-33.714302,18.897708

 

[moranor@axis]

seeing as the M3 is off MP now get an aftermarket diff they way stronger and will probably be cheaper too...

 

[Mamba]

Good luck, I fought them for two years and got nowhere, I did not give up as such but decided to take them on on a different level...


...

Yep... That's the plan... They will pay for every little item they are required to under the contract on the M Coupe....

I still maintain, motorplan is not bad, but it is our responsibility to see to it that BMW SA honour their commitment with the motorplan offered. When my M5 was still under motorplan BMW SA through their agents did only the bare minimum to "maintain" the car, if I did not trust them like the fool I was I could have much more moneys worth during the motorplan.

It was after motorplan expired and we inspected the engine that I saw quite a few faults that could have been repaired under motorplan but was ignored with every service, for instance, the front crankshaft seal was leaking, the oil filter housing rubber mount was broken, the guibo was in such a bad state that I had to replace it immediately, fault codes were never read and given the necessary attention it deserved and so the list go on and on...

 

[Seether]

BMW SA need just look at your signature to see what a loyal customer you are to them. Due to their apathetic attitude you were forced to fix the car yourself. The problem with BMW SA is they know their product is so good, so they don't need to care. People will still buy BMW's no matter how badly they treat their clients. The MP is very one sided. When the big problems present themselves, BMW SA stall until you either give up, sell the car and buy a new one, or fix it yourself and void your motorplan. They win in all scenarios. They have such huge financial backing, most customers will be unable to take them on.

The sad thing is I left another manufacturer because of their shocking service levels and bought a BMW - starting to look like I have gone from the frying pan into the fire!

:thumbdo:

 

[Mamba]

BMW SA need just look at your signature to see what a loyal customer you are to them. Due to their apathetic attitude you were forced to fix the car yourself. The problem with BMW SA is they know their product is so good, so they don't need to care. People will still buy BMW's no matter how badly they treat their clients. The MP is very one sided. When the big problems present themselves, BMW SA stall until you either give up, sell the car and buy a new one, or fix it yourself and void your motorplan. They win in all scenarios. They have such huge financial backing, most customers will be unable to take them on.

The sad thing is I left another manufacturer because of their shocking service levels for BMW - starting to look like I have gone from the frying pan into the fire!

:thumbdo:

I agree with every word you say, and how sad is that...

 

[moranor@axis]

how often do you get good work when you pay before the job is done?

 

[Seether]

how often do you get good work when you pay before the job is done?

Very true ... good point!

 

[CyberMatix]

I just wondered if anyone here that had an absolutely pathetic BMW MP service experience (that includes me) ever tried going the CPA route? Is it worth the trouble?

http://www.timeslive.co.za/local/2011/09/04/watchdog-shows-car-firms-red-light

 

[scunick]

Another ridiculous reply :

Dear Nick

Trust all is well,

BMW SA would like to formally apologise for the inconvenience and time this matter has taken.

Attached are some pictures and the reason why your vehicle’s (M3 opp87655) motor plan was suspended. The parts in the photos do not meet BMW specifications, and are seen as modified parts, hence the motor plan suspension.

Your refund for the motor plan was submitted to BMW SA Finance for approval. The process takes approximately 19 days,

We will avail an expert on the 14th of this Month to inspect, assist, meet and test drive your vehicle should this be fine with you? Please confirm once you have verified your availability.

Ashraf confirmed testing of this vehicle, and in the time they had the vehicle no faults was picked up.

BMW SA was informed the reason wheel alignment could not be completed on your M Coupe, is also due to non approved tyres. BMW SA therefore require you to put approved BMW tyres on the vehicle, in order to properly assess and set the wheel alignment.

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)
-----------------------------------------------------

And my response.... Its a very deep hole Motorplan are digging

Johannes,

A working month to approve a refund is so far from acceptable it is ridiculous. YOU DO NOT HAVE PAYMENT TERMS WITH ME IN EXACTLY THE SAME WAY I DO NOT HAVE PAYMENT TERMS FROM YOU! Should the roles have been reversed and I had not paid this money on time I would have not been provided cover. Once again the trade terms are consistent. Get this paid immediately.

Secondly, I have not disputed the installation of the coil overs, I have disputed your ability to solve my problems. I have noted with disgust your assertion of "suspension" of my Motorplan. As a matter of fact it is not a "suspension" as YOU have stated that there exists no opportunity to have the service re-instated. It is a cancellation. As a cancellation I am entitled to full compensation for the services I have paid for and you have chosen not to deliver. In this case the compensation it is a refund. I further place it on record that I will not accept any "Administration" charges of any kind. You have cancelled the contract and are not entitled to specific performance.

Thirdly,
The car has been aligned with the BMW original M-Wheels on the car. I do not know where you are getting you "information" from but you are once again incorrect. If the car has not been aligned as I was informed it had been (by Ashraf) then I want a formal report as to why I delivered the original wheels to SMG for alignment and as to why I have an alignment report from SMG for an alignment that according to you was not done. I also want to be compensated for the costs associated with that delivery.

Forthly,
I am the owner of the vehicle and I am the source of information on faults with the car. Attempting to imply that a 3 minute test drive at SMG is sufficient to diagnose these problems is obscure. Most of these problems many of these problems are not associated with the vehicle traveling (I would personally like to see the technician who opens and closes the glove box while conducting a test drive) . Further, after an unfortunate incident where SMG staff went joy riding in one of my vehicles, blowing the clutch and damaging the brakes I am far from comfortable with the statement that a test drive showed no faults. A light reality check is required here.

Further,
As you patently are attempting to inflame an already inflamed situation I have come to beleive that BMW(SA) and yourself are trying to cover up their complicity in the poor resolution of my issues. I now want to see all of the diagnostic reports drawn from ALL my vehicles serviced at SMG. I do not trust you one little bit and now require incontrovertible proof that your merry bunch of halfwits have not been brazenly ignoring diagnostic issues, as has been the case in the past. Further I am placing it firmly on record that if this has occurred while the E46 M3 was on Motorplan then Motorplan will be held liable for the repairs require to ameliorate those error diagnostic codes.

I would like to finish this email by reminding you that I am the owner of my vehicles. Motorplan, BMW (SA) and SMG are the contracted service providers. It is time you started providing service as apposed to what amounts to abdication of responsibilities. BMW (SA)'s lack of ability to deliver on my requirements as proud BMW owner is becoming legendary. This lack of ability has forced me to commission, AT MY COST, 6 monthly independent assessments of the issues surrounding my vehicles. I would like to understand how this dovetails with the supposed wonderful ownership experience I am supposed to get from PAYING for Motorplan.

My vehicle, my money and YOUR responsibilities as a service provider. STOP TRYING TO DUCK AROUND THE ISSUES. I will accept this approach any longer.

 

[Rolf]

Luv it :thumbs:

 

[Jakkals_F30]

Can you bloody believe these guys...

Would love to see their follow up letter to that one...
Good writing there :thumbs:

 

[FaSTandFurious]

The sad thing is I left another manufacturer because of their shocking service levels and bought a BMW - starting to look like I have gone from the frying pan into the fire!

:thumbdo:

And to think how people always brag about how BMW service is the best thing since sliced bread :thumbdo:

 

[AshG108]

that guy is probably googling responses cause i am sure as hell, he wont be able to write up anything better than his last mail

Well done dude!

 

[Naruto]

that guy is probably googling responses cause i am sure as hell, he wont be able to write up anything better than his last mail

Well done dude!

:biglol:

 

[Mike1]

:rollsmile:

 

[i8am3]

Sorry to hear about your ordeal, best is to remove mods before you take the car in as they will look for any excuse to nail you.

 

[scunick]

Sorry to hear about your ordeal, best is to remove mods before you take the car in as they will look for any excuse to nail you.

There are no mods on the M Coupe. Just wheels and they are currently in the garage and standard rims back on to prove the point about the suspension.
Later
Nick

 

[Mike1]

Sorry to hear about your ordeal, best is to remove mods before you take the car in as they will look for any excuse to nail you.

There are no mods on the M Coupe. Just wheels and they are currently in the garage and standard rims back on to prove the point about the suspension.
Later
Nick

Nick, even this is utter nonsense.

We had several clients who would take delivery with their own aftermarket mags when I still worked at MINI.

The cars would go for Quality Checks with those wheels on...

BMW need a good kick up the rear. :fishwack:

 

[scunick]

And more fun:

Dear Nicholas

Please confirm if you would be available either the 16th or 14 of February for 1 of our representatives to meet with you.

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)
-----------------------------------------------------

And my response:
Johannes,

It is a common courtesy when requesting an appointment with someone to include the DATE, TIME and LOCATION of that meeting. As you have not bothered to provide me with that simple courtesy I will now define said elements.

I am available for a meeting at 15:00 on Monday 13 February at my place of work. The address is:
Phoenix Ayre,
Farm 459,
R44,
Windmeul,
Suid Agter Paarl,
7630

I however note with utter disbelief than I have no further response from you surrounding the FIVE issues raised in my last correspondence. To say I am unsurprised at you complete lack of engagement is the understatement of the century. Am I to assume that the "specialist" in "specialist: customer services" refers to your specialty of doing exactly nothing to remediate a customer service issue.

I now require IMMEDIATE written response to my issues:
Where is my refund?
Where is the confirmation and breakdown of settlement?
Where is the confirmation that the vehicle was in fact NOT aligned by SMG Cape Town?
Where is my confirmation that the elements described as non functioning have been addressed by a test drive?
Where are my diagnostic reports?

As the owner of these vehicles and the payer for all these services I am completely within my rights to demand resolution of these outstanding issues. They are reasonable and in every case I have PAID for the privilege.

I beggers belief that after a week of communication with yourself I find myself with less resolved than when we started. I remind you that this started with a vehicle booked in for a faulty differential, which has absolitely nothing to do with the "modifications" you refer to. It has now ended up as an expose of BMW (SA) incompetence with you in the staring role. Maybe a little foresight on the part of BMW(SA) would have resulted in a different original decision when it came to light that I have owned 11 of your products with a purchase price well into the multiple millions.

Heres a radical suggestion for you. Could I recommend that you engage someone in BMW (SA) that has a semblance of authority to actually RESOLVE my problems. Leaving issues with significant reputational and associated challenges to someone of your level of intelligence, or lack there of, patently does not achieve anything for myself or BMW (SA).

Have a wonderful evening.
May you sow exactly what you reap.

"Regards"

 

[Seether]

Maybe a little foresight on the part of BMW(SA) would have resulted in a different original decision when it came to light that I have owned 11 of your products with a purchase price well into the multiple millions.

Exactly what I thought. I mean, what are they thinking??

Just watch what you say on this forum though, as I can assure you BMW SA keep a close eye on what goes on here and will use anything you say on here against you if they can.