Letter to CEO BMW

[Chatsubo]

Amen to all of the above. I've been badly let down by BMW dealerships before and they never cease to amaze. I was buying a new car recently, it has a bit of MP left and I took it to BMW to get some niggles sorted out, and once again realised the sad truth: Buying a BMW in motorplan is actually just paying to be abused. (I guess that's a selling point if you're into S&M)

My friendly neighborhood mechanic (the ONLY person allowed to put his hands anywhere near my older bmer) has service that is far superior to that of any dealership. Cheaper, quicker, friendlier, does the job right first time, doesn't ignore complaints...

Oh did I mention I get a HUGE discount for not buying in motor plan? It's literally having your cake and eating it. Cheap car, don't have to deal with BMW. Score all 'round!

I call it the BMW demotivation program. "Don't buy our cars new, they're much better second hand".

I think the 1 time I took my car (then out of MP) to BMW, it cost me more than the following 3 years' worth of 3rd party maintenance. True story. (And they failed to fix the problem, local mecchie fixed it for free)

 

[Mamba]

Oh did I mention I get a HUGE discount for not buying in motor plan? It's literally having your cake and eating it. Cheap car, don't have to deal with BMW. Score all 'round!

There is a big difference between complaining about a visible problem and a problem that one feels needs attention. On my car I have read horror stories about the fan blade exploding when the fan clutch starts to seize and the engine rev to high, now I doubt if BMW will replace the fan and clutch just because I was scared to death that I will explode the fan while the car was still under motor plan. I mean they did not even changed leaking oil seals because I did not complain about it.

I was wondering if I buy another BMW, I am looking at a 2009 550i, if I can take the car for "service", I will tell them what is wrong, they can supply the spares and I will fit it myself, but I guess that will have to many complications, so yes, maybe buy the car without motor plan is a good option..

Btw, my letter was written in english, maybe this was my mistake, I hope I never have to send a letter to BMW Germany again but if I do it will be translated this time.

I have not yet send my letter to the CEO yet, I am busy selling my car and will send the letter soon and let you guys know what feedback I get.

Found the facebook page, : http://www.facebook.com/BMWSA

cheers

 

[rick540]

I take my previous comments back for now, was ignored in classic style today, no second response.

Is there some kind of sick twisted Nazi style management culture at BMW that makes anyone in a management position so damn special they don't have to respond to customers?

Do you remember the guy a while back that drove his E30 325i into the fountain at BMW Midrand and got a full cash refund for his car?

I've been to their Midrand office and I can think of a few more places I can stick my fscKing BMW that might bother them.

Their arrogance has made my 540 my very last BMW after owning 37 of them what a pity because it was the one car that would have mede me buy a new BMW if it hadn't been for their service and response.

 

[herr bmw]

I take my previous comments back for now, was ignored in classic style today, no second response.

Is there some kind of sick twisted Nazi style management culture at BMW that makes anyone in a management position so damn special they don't have to respond to customers?

Do you remember the guy a while back that drove his E30 325i into the fountain at BMW Midrand and got a full cash refund for his car?

I've been to their Midrand office and I can think of a few more places I can stick my fscKing BMW that might bother them.

Their arrogance has made my 540 my very last BMW after owning 37 of them what a pity because it was the one car that would have mede me buy a new BMW if it hadn't been for their service and response.

dont blame the car,youve had 37 bmw,blame the people that work for bmw.they let the brand down
have you tried another dealer?

 

[rick540]

Oh I'm not blaming the car at all, the car is a work of automotive art, so somwhere are some engineers with a passion for designing awesome stuff.

Somwhere along the line communication breaks down.

I am just having serious thoughts on trying to maintain a car where even two aircon microfilters cost like R1000.

Dealers.... nope genuinely terrified of them now

 

[herr bmw]

Oh I'm not blaming the car at all, the car is a work of automotive art, so somwhere are some engineers with a passion for designing awesome stuff.

Somwhere along the line communication breaks down.

I am just having serious thoughts on trying to maintain a car where even two aircon microfilters cost like R1000.

Dealers.... nope genuinely terrified of them now

you show me a car that doesnt cost a fortune to maintain,and it seems the smaller and cheaper they get,the more ridiculas the parts cost

 

[rick540]

Just received a very polite email from BMW.

If the car had been fully dealer serviced, they would have looked into it, but the reply was courteous and well explained anyhow that because it was serviced out of the dealer network, no can do.

Fair enough, but if the specific dealer had stopped breaking stuff causing me to run away from BMW service this may have turned out different.

I still respect the response which is much better than before....seems they trying which is good.

 

[Mamba]

I am glad you got an answer, like you say better than an ignore.

I am still waiting for my reply, I received an acknowledgement of receipt and await the real feedback now..

 

[Mamba]

Received a letter from the General Manager aftersales service, if only they could take time and read what I am complaining about. It is as if I live on a different planet and does not speak a language they understand. They refuse to take the evidence into account, in fact some of the statements in their letters are false...!

I totally lost the plot when they used the words "your vehicle is a 2002 model as well as the fact that you have conducted work on the vehicle privately" The first time ever I touched the engine was after motorplan expired and then I found the bad work done by BMW during motorplan, and the age of the car today is irrelevant because the car was only six years old and still under motorplan when they failed to maintain my car to exceptable standards.

Now time for the next round, round number six.... And just in case anybody wonder, I am asking absolutely nothing from BMW at this stage, only to admit that they made a mistake and to improve their service to clients.

 

[zaleonardz]

Fully support you on this one dude....

 

[Sith]

Received a letter from the General Manager aftersales service, if only they could take time and read what I am complaining about. It is as if I live on a different planet and does not speak a language they understand. They refuse to take the evidence into account, in fact some of the statements in their letters are false...!

I totally lost the plot when they used the words "your vehicle is a 2002 model as well as the fact that you have conducted work on the vehicle privately" The first time ever I touched the engine was after motorplan expired and then I found the bad work done by BMW during motorplan, and the age of the car today is irrelevant because the car was only six years old and still under motorplan when they failed to maintain my car to exceptable standards.

Now time for the next round, round number six.... And just in case anybody wonder, I am asking absolutely nothing from BMW at this stage, only to admit that they made a mistake and to improve their service to clients.

Sooo understand what you feeling. It does not only apply to BMW, but to almost 100% of dealings done today. The service and workmanship is always shoddy, no person ever has the balls to phone back ( unless they want something ), apologies are never given, and nothing is ever rectified. Any dealing I have with any organisation is always unpleasant, and takes months to sort out, no matter how small or large the issue is. Today most people are incompetent and just don't give a Sorry for the rant, I had a normal day of :banghead:

 

[Christo]

:banghead:

 

[Mamba]

Guys, I need 25 friends on my facebook page in order to claim the direct link to that page, anybody want to help out please.. 25 likes is all I ask at this stage..

I am still building on the page, all the text are finished, I just need to build the rest of the pages.

http://www.facebook.com/pages/BMW-poor-service/179493525436739?sk=app_7146470109

Cheers

 

[George Smooth]

Guys, I need 25 friends on my facebook page in order to claim the direct link to that page, anybody want to help out please.. 25 likes is all I ask at this stage..

I am still building on the page, all the text are finished, I just need to build the rest of the pages.

http://www.facebook.com/pages/BMW-poor-service/179493525436739?sk=app_7146470109

Cheers

Eish, most us guys have motorplans so we skrik to like your page.
I had a horror story with Leo Haese Centurion as well. R150,000 claim for false diagnosing a starter motor pulley. Too make matters worse they left the car without the airbox clamps so the car was probably sucking in dust for three months.

 

[Spanner]

Done

 

[rabdos]

I wonder if it still pays to own any car. I am seriously considering rental agreement financial plans from now on. After the rental period you just give the car back to BMW. That way you manage all the liabilty regarding bad service. If the amount of the rental seems much; remember that depreciation and other costs are catered for by the clever people that work out these deals.

 

[Mamba]

Thanks for the guys who helped already

This is a personal quest of mine, I still can not accept that BMW SA can not accept responsibility for their dealers mistakes.

For the guys who want to it will help as well to please post on the wall.

Cheers

 

[ETTIENNE]

Done.

 

[Coisman]

imp:
I am a firm believer of "what goes around, comes around"
Whomever screwed you over, or broke your car, will get his own back one day.
Like thay say on Candid Camera, "Dont be suprised if someday, somewhere, someone turns to you and say, smile, you're on candid camera"
The same here, Dont be suprised if someday, somewhere, something goes wrong, just smile, and know it's Murphy's Law Time!

 

[rick540]

It's typical with any company actually.

The service dept sucks, and the sales dept makes you feel like a God.

I just bought a new Behr radiator for the E39 last week.

BMW quoted me R7900 for the Behr rad

Silverton sold me the exact same Behr rad for R1780.

That's R6120 in BMW's pocket - really no excuse for that no matter how you look at it