Hi Guys
In light of the recent posts about BMW quality standards and service levels thought I’d share my experience with Lyndhurst BMW.
I purchased a second hand E92 335 in late October. To initiate the sale, I had made more calls to the dealership then they had made to me. Buying second hand, didn't have much of a choice as really liked the car. When taking collection the sales agent (Avin) request I check all ‘5s’ on the feedback form so he can receive his added commission. Since taking delivery of the car, not a single call from the sales agent. Had to email the guy three weeks later to confirm if my plates had come through.
At this point I'm annoyed as the following is wrong with my car
- Both back tires are leaking air.
- Bonnet switch is falling off
- Door panel is misaligned
- ISO fix covers missing
- Passenger seat is squeaking
Go straight to the manager, Grant, he says things will be sorted just book the car in. Two days later, with less than 500km from taking delivery, my tyre pressure warning light comes on. This time it’s the front tyre. Remove the front tyre and it looks like this.
Contact Grant and he says it’s Jhb roads or could have been a pothole (I never hit any pothole). I accept this so replace the two Bridgetsone fronts with RFT Pirellis for uniformity. The guys at Dunlop put the car on the lift and my rear tyres look like this:
Show the above pic to Grant and he agrees to replace both rears, but I still have to bear the cost of the fronts. At the same time order a performance exhaust from Ross in parts (really helpful and pleasant bloke)
1st Booking (November): Car goes in for tyres and the aforementioned defects. On collection, both rear rims have been damaged during fitting the tyres, door panel not fixed, ISO covers still missing and the bonnet switch is FIXED. Car is pulling heavily to the left. Grant agrees that the rims will be fixed at his expense and to make another booking.
2nd Booking (November): No time to fix the rims, door panel needs a tweeter bracket and BMW SA is out of stock. Alignment not touched. Wrong performance exhaust received from BMW SA (not Lyndhurst’s fault). Car with them for a day, nothing attended too. Need to wait for the exhaust to come in from Germany.
3rd Booking (December): Now there is squeaking from my rear wheels at low speed (not under braking). Take it to them for this and alignment. Alignment gets fixed and I’m told that they don’t hear the squeaking.
Drive to Lyndhrust, take the shop foreman for a drive he hears the squeak and acknowledges it.
4th Booking(December): Car starts to misfire. Take it to them on the 27th. They slim on resources and can’t attend to the other issues. Only get the car back on the 31st, 80km added to my odometer while the car is with them and told it’s a software glitch. Car starts to misfire that same day.
5th Booking (January): Dropped the car of on Wednesday and told on Wednesday evening they not yet done with the car. Phoned them yesterday and spoke to the workshop manager (Chris). The guy tells me he only has one guy to work on the n54 engines and he only started on it yesterday. He’s changed plugs and coils between cylinders, test drove it and waiting for BMW to come back with the next step. Nothing else has been fixed on the car, the squeaking from the rear wheels and the passenger seat, ISO fix covers and door panel still left untouched. According to Chris, would take an hour to sort out the other issues and he assigned one technician to the car to fix the misfire. Tell him I want my car back, says I’m welcome to collect it. Pick the car up yesterday – of the 7 faults not a single thing is fixed. For shits and giggles had taken a pic of the odometer before leaving the vehicle with them. Yesterday it was exactly the same. Car was not test driven at all.
Went to collect my exhaust and take the car to Sandton Forsdicks. Parts department closed, but fortunately run into the parts manager, Rashid. One of a few decent people at Lyndhurst, and one of two people to actually apologise for the inconvenience (the other being Ross). He agrees that my situation is unacceptable and will get the financial manager to call me today - still nothing.
Guess will have to wait and see. From 5 visits to BMW, the only thing fixed on my car has been the bonnet switch. :nonono:
In light of the recent posts about BMW quality standards and service levels thought I’d share my experience with Lyndhurst BMW.
I purchased a second hand E92 335 in late October. To initiate the sale, I had made more calls to the dealership then they had made to me. Buying second hand, didn't have much of a choice as really liked the car. When taking collection the sales agent (Avin) request I check all ‘5s’ on the feedback form so he can receive his added commission. Since taking delivery of the car, not a single call from the sales agent. Had to email the guy three weeks later to confirm if my plates had come through.
At this point I'm annoyed as the following is wrong with my car
- Both back tires are leaking air.
- Bonnet switch is falling off
- Door panel is misaligned
- ISO fix covers missing
- Passenger seat is squeaking
Go straight to the manager, Grant, he says things will be sorted just book the car in. Two days later, with less than 500km from taking delivery, my tyre pressure warning light comes on. This time it’s the front tyre. Remove the front tyre and it looks like this.
Contact Grant and he says it’s Jhb roads or could have been a pothole (I never hit any pothole). I accept this so replace the two Bridgetsone fronts with RFT Pirellis for uniformity. The guys at Dunlop put the car on the lift and my rear tyres look like this:
Show the above pic to Grant and he agrees to replace both rears, but I still have to bear the cost of the fronts. At the same time order a performance exhaust from Ross in parts (really helpful and pleasant bloke)
1st Booking (November): Car goes in for tyres and the aforementioned defects. On collection, both rear rims have been damaged during fitting the tyres, door panel not fixed, ISO covers still missing and the bonnet switch is FIXED. Car is pulling heavily to the left. Grant agrees that the rims will be fixed at his expense and to make another booking.
2nd Booking (November): No time to fix the rims, door panel needs a tweeter bracket and BMW SA is out of stock. Alignment not touched. Wrong performance exhaust received from BMW SA (not Lyndhurst’s fault). Car with them for a day, nothing attended too. Need to wait for the exhaust to come in from Germany.
3rd Booking (December): Now there is squeaking from my rear wheels at low speed (not under braking). Take it to them for this and alignment. Alignment gets fixed and I’m told that they don’t hear the squeaking.
Drive to Lyndhrust, take the shop foreman for a drive he hears the squeak and acknowledges it.
4th Booking(December): Car starts to misfire. Take it to them on the 27th. They slim on resources and can’t attend to the other issues. Only get the car back on the 31st, 80km added to my odometer while the car is with them and told it’s a software glitch. Car starts to misfire that same day.
5th Booking (January): Dropped the car of on Wednesday and told on Wednesday evening they not yet done with the car. Phoned them yesterday and spoke to the workshop manager (Chris). The guy tells me he only has one guy to work on the n54 engines and he only started on it yesterday. He’s changed plugs and coils between cylinders, test drove it and waiting for BMW to come back with the next step. Nothing else has been fixed on the car, the squeaking from the rear wheels and the passenger seat, ISO fix covers and door panel still left untouched. According to Chris, would take an hour to sort out the other issues and he assigned one technician to the car to fix the misfire. Tell him I want my car back, says I’m welcome to collect it. Pick the car up yesterday – of the 7 faults not a single thing is fixed. For shits and giggles had taken a pic of the odometer before leaving the vehicle with them. Yesterday it was exactly the same. Car was not test driven at all.
Went to collect my exhaust and take the car to Sandton Forsdicks. Parts department closed, but fortunately run into the parts manager, Rashid. One of a few decent people at Lyndhurst, and one of two people to actually apologise for the inconvenience (the other being Ross). He agrees that my situation is unacceptable and will get the financial manager to call me today - still nothing.
Guess will have to wait and see. From 5 visits to BMW, the only thing fixed on my car has been the bonnet switch. :nonono:
