Anyone with experiance of complaining to BMW UK
Discussion
Need a little help and advice.
We have a Z4m in the family which has been nothing but trouble since the month after it was bought.
I don't want to boar you with all of the details but it has developed a fault nearly every month for the last 14 months. Works done include replacement of the ECU, various sender units, numerous oxygen sensors, partial wiring loom and both cats.
To be fair to the dealers they have been nothing but helpful and courteous, and I know they are as anxious to try and solve the problems as we are. However the latest fault is the battery mysteriously going flat over night.
This has happened 4 times now with BMW assist attending each time. And despite them having the car back every time they are again telling us that there is still no fault found.
I think enough is enough and I would like to see the car gone. Does anyone have any experience of persistent problems like this with BMW?
What I am really looking for is actual cases of what dealers/BMW have offered so I know what I should be asking for and what I could reasonably expect as a resolution.
Also any contact details for BMW UK complaints department would be useful along with how you got on with them. Has anyone got a name or email of people worth speaking with?
As every, thanking in anticipation of your assistance
John
We have a Z4m in the family which has been nothing but trouble since the month after it was bought.
I don't want to boar you with all of the details but it has developed a fault nearly every month for the last 14 months. Works done include replacement of the ECU, various sender units, numerous oxygen sensors, partial wiring loom and both cats.
To be fair to the dealers they have been nothing but helpful and courteous, and I know they are as anxious to try and solve the problems as we are. However the latest fault is the battery mysteriously going flat over night.
This has happened 4 times now with BMW assist attending each time. And despite them having the car back every time they are again telling us that there is still no fault found.
I think enough is enough and I would like to see the car gone. Does anyone have any experience of persistent problems like this with BMW?
What I am really looking for is actual cases of what dealers/BMW have offered so I know what I should be asking for and what I could reasonably expect as a resolution.
Also any contact details for BMW UK complaints department would be useful along with how you got on with them. Has anyone got a name or email of people worth speaking with?
As every, thanking in anticipation of your assistance
John
We had a problem with our Z4Coupe.
The remote central locking kept packing up. After 3 months of going backwards and forwards we formally rejected the car. The dealers tried to give us a replacement vhicle from their stock but, as our car is quite a high spec, we refused.
In the end we emailed jim o'donnel (the UK CEO) explaining to him hat had happened. He emailed back within 5 minutes.
The final outcome was an identical replacement car was built for us, with a loan Z4C whilst we waited.
If you need any more details feel free to ask.
The remote central locking kept packing up. After 3 months of going backwards and forwards we formally rejected the car. The dealers tried to give us a replacement vhicle from their stock but, as our car is quite a high spec, we refused.
In the end we emailed jim o'donnel (the UK CEO) explaining to him hat had happened. He emailed back within 5 minutes.
The final outcome was an identical replacement car was built for us, with a loan Z4C whilst we waited.
If you need any more details feel free to ask.
paoloh said:
Add Mercedes to that list.
25 service repairs in 15 months and they think that is acceptable.....
Corporate Arrogance.25 service repairs in 15 months and they think that is acceptable.....
The compant moto is/was everybody in the world should aspire to own a Mercedes.
They are absolutely convinced that there is nothing wrong with their product, they actually invented the car so how can anyone say they are wrong.
Faced with that mentality complaining becomes futile.
Personally the best thing for you to do would be to write everything down that you can think of since owning the car that has let you down, then call CS, explaining that you aren't looking to get someone-another dealer to just fix it, you want a final fix or something more definitive like a replacement car. Be courteous but firm be honest about how you feel and what your ultimate goal is, i.e a car working perfectly from day one with out the worry of it going wrong again.
Make sure you make notes of who you speak to and times etc.
It may take a few weeks to get resolve even with BMW UK CS, but to be honest you need to take this further. If a replacement car is finally offered don't be surprised if there is additional cost to get a new replacement. Unfortunately your car is used now, I know what your thinking...but it is and the fact that the market for your car and others like it are flat on their face be prepared to take some financial pain.
Hope this helps.
Swiss.
Make sure you make notes of who you speak to and times etc.
It may take a few weeks to get resolve even with BMW UK CS, but to be honest you need to take this further. If a replacement car is finally offered don't be surprised if there is additional cost to get a new replacement. Unfortunately your car is used now, I know what your thinking...but it is and the fact that the market for your car and others like it are flat on their face be prepared to take some financial pain.
Hope this helps.
Swiss.
I had some problems with my Z4M Coupe when I got it in January.
This was a used car buy and the dealership had no interest in resolving some issues that quite frankly should have been picked up in the AUC checks. In the end I wrote to Klaus Kibsgaard (MD of BMW UK) and was referred to customer services, who did very little other than sympathise, stating that they do not get involved in used car issues.
Very bad news for the brand and I fear BMW are heading the same way as Mercedes a few years ago for when it comes to customer services. I would be reluctant to buy BMW again, but one can only assume that it is a corporate strategy to go for more volume than quality, given the lack of interest they showed me.
Certainly if yours was a used buy you should write to Klaus and you may have more luck.
Shame as the Z4M is a great car and I thoroughly enjoy every drive now, but it sounds like you got a bad apple!
This was a used car buy and the dealership had no interest in resolving some issues that quite frankly should have been picked up in the AUC checks. In the end I wrote to Klaus Kibsgaard (MD of BMW UK) and was referred to customer services, who did very little other than sympathise, stating that they do not get involved in used car issues.
Very bad news for the brand and I fear BMW are heading the same way as Mercedes a few years ago for when it comes to customer services. I would be reluctant to buy BMW again, but one can only assume that it is a corporate strategy to go for more volume than quality, given the lack of interest they showed me.
Certainly if yours was a used buy you should write to Klaus and you may have more luck.
Shame as the Z4M is a great car and I thoroughly enjoy every drive now, but it sounds like you got a bad apple!
odyssey2200 said:
paoloh said:
Add Mercedes to that list.
25 service repairs in 15 months and they think that is acceptable.....
Corporate Arrogance.25 service repairs in 15 months and they think that is acceptable.....
The compant moto is/was everybody in the world should aspire to own a Mercedes.
They are absolutely convinced that there is nothing wrong with their product, they actually invented the car so how can anyone say they are wrong.
Faced with that mentality complaining becomes futile.
Gassing Station | BMW General | Top of Page | What's New | My Stuff