Cracked Alloys
Discussion
Hi Roofer,
Alpina wheels, although made by a thoroughly reputable manufacturer 'Ronal', are known to be 'prone' to bends.
I do get what you're saying though, the lower the profile, the higher the 'chance' of road undulations causing cracks/bends. The trick is to use stronger made wheels. The Japanese brand 'Work' are very well known to make some exceptionally strong wheels in this instance.
I run 19's on my E39, 275/30/19 rear and 245/35/19 fronts, and for the last 8+ years I've run genuine Hartge wheels and not suffered any cracks. I wouldn't purchase Alpina wheels as they are known to be 'softer' in this regard. I'll soon be going up a size to 20 inch and I'm going to the forged wheels option as i'll need 25 profile rear and 30 profile fronts. Due to the smaller tyre sidewalls, I'd not run cast made wheels, only forged so as to minimise the risk of bends/cracks.
Cheers, Dennis!
Alpina wheels, although made by a thoroughly reputable manufacturer 'Ronal', are known to be 'prone' to bends.
I do get what you're saying though, the lower the profile, the higher the 'chance' of road undulations causing cracks/bends. The trick is to use stronger made wheels. The Japanese brand 'Work' are very well known to make some exceptionally strong wheels in this instance.
I run 19's on my E39, 275/30/19 rear and 245/35/19 fronts, and for the last 8+ years I've run genuine Hartge wheels and not suffered any cracks. I wouldn't purchase Alpina wheels as they are known to be 'softer' in this regard. I'll soon be going up a size to 20 inch and I'm going to the forged wheels option as i'll need 25 profile rear and 30 profile fronts. Due to the smaller tyre sidewalls, I'd not run cast made wheels, only forged so as to minimise the risk of bends/cracks.
Cheers, Dennis!
BMW DEFECTIVE ALLOY WHEELS
The answer to your question is yes - BMW have a major problem with these alloys - mine has just cracked and I am told there are none in the Country and they do not even know when Germany can get me one as there is such a back-log. BMW are also appear to be behaving like weasels and trying to cover this up and accept no liability for their defective alloys.
Read my experience with a BMW franchise below and needless to say - I have not had a response to my last email yet!
We should not allow these large manufacturers to behave so inequitably - Both Volkswagen and BMW do not appear to know "right from wrong" - But what do we BMW owners know? - we are just their little customers to be lied to.
The correspondence below is my correspondence to date - It is astonishing!
1.)
I call Chris Wardley (retail Mgr) at BMW’s franchise (Dick Lovett) to explain situation of a defective alloy that has cracked on my car. They have such a problem that there is not one alloy of this type left in the country, they are on back order in Germany and nobody can tell me when I could get a replacement. A new one costs £525 and these defective alloys are a recognised problem with many customers suffering the same fault. This means I have no car and am being asked to pay an additional £525 for an alloy that has a high chance of cracking again.
2.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ
Chassis number :-
Mileage:-
Does car have full BMW service history ?
Was car bought from a BMW Dealership ? if so which dealership.
Position of cracked alloy on the car?
If you can supply me with the above details that would be great.
Regards
Mark
1. Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
3.)
Mark,
I have put the info you requested in red below.
This is clearly a serious BMW defect and I hope for BMW that it does not attract the sort of negative PR that Volkswagen is attracting.
Clearly, if customers are managed in a positive manner and solutions found, it should not damage the brand.
From everything I am being advised, having another identical manufactured alloy replacement is not going to be the solution as this is an ongoing problem until they are manufactured as robustly as the other alloys that BMW make. (I understand that the earlier models of these were recalled.) I am not unreasonable and would be happy with a second hand set of alloys that don’t regularly crack! I do not even mind if they are not the same design – just one’s that are manufactured properly!
The objective should be to find a solution that is fair and equitable to all parties. Excuses like “more potholes in the road” do not wash. If that was the case, why are there tens of thousands of alloys in the UK and not one of these faulty ones to be found? What’s more, my last BMW achieved over 200,000 miles and my wife’s X3 has done over 100,000 – and what’s more is towing horses cross country and up & down bumpy tracks and we have never experienced cracked alloys in the last 20 years. I very much hope BMW “face up & man up” and do not try and wriggle out from behaving honourably through hiding behind a load of excuses & legal clap trap.
I very much hope that whoever is in a position to resolve this will also put him/herself in my position. You have a car that you cannot drive, nobody can tell you when you’ll be back on the road and you have a job to travel to – the only thing you know for sure it that it is due to a BMW manufacturing defect.
I look forward to hearing from you and finding a fair and equitable solution.
Many thanks.
Best
Hugo
Hugo Jacobs
Managing Director
 Direct Line: 020 7193 9525
Mobile: 07768 61 4321
Building Customer Engagement - Innovating Insurance since 1902.
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ / YK61 JUH
Chassis number :- WBADY72070E467402
Mileage:- 44,000
Does car have full BMW service history ? YES
Was car bought from a BMW Dealership ? if so which dealership. – AWAITING TO HEAR
Position of cracked alloy on the car? DRIVERS SIDE – REAR TYRE.
WHEN IT WAS TAKEN OFF THEY FOUND DIFFERING CRACKS – I WAS TOLD THAT IT WAS PROBABLE THAT THEY WOULD BE ALL DAMAGED BASED ON WHAT THEY HAVE EXPEREINCED AND WHAT IS BEING SAID IN THE MARKET ABOUT THIS BMW DEFECT
If you can supply me with the above details that would be great.
4.)
From: Chris Wardley [mailto:chris.wardley@dicklovett.co.uk]
Sent: 08 October 2015 6:21 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hugo,
Whilst I’m sure Mark will do everything in his powers to provide a satisfactory result, I would strongly recommend you have a conversation with the person you bought the vehicle from as this is an Approved Used Car check failure and as such you should be being provided with some form of contribution or help with transport to minimise your inconvenience.
Part of the BMW standards for used cars stipulate any outstanding recalls are rectified without cost to any customer and as such if they cannot be rectified we are not in a position to sell any car from our forecourt with a warranty until such issues are resolved.
BMW are not normally known for Shirking responsibility as when this issue came to light some years ago there were a number of cars that had wheels changed under warranty and without issue.
I look forward to hearing how Mark gets on.
All the best
Chris Wardley
Retail Manager
Dick Lovett BMW
5.)
From: Hugo Jacobs
Sent: 08 October 2015 6:51 PM
To: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Faulty Manufactured alloy wheels
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
6.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 09 October 2015 10:48 AM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hi Mr Jacobs,
Thank you for your reply & the information I requested.
The registration date of your BMW is 13/09/2011 which means your BMW is out of manufactures warranty it expired the 12/09/2014.
Any alloy wheel that may have a manufacturing defect would be covered up to 12/09/2014.
For me to endeavour to get goodwill from BMW on your behalf they will require the ownership details including where you purchased the vehicle from.
If the car was purchased by yourself from a non BMW dealer then in my experience BMW would not offer goodwill & your liability would lie with the party your purchased the vehicle from.
If I can help any further please let me know
Regards
Mark
Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
7.)
From: Hugo Jacobs
Sent: 09 October 2015 1:51 PM
To: 'Mark Kent' <mark.kent@dicklovett.co.uk>
Cc: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Defective BMW Manufactured alloy wheels
Mark,
I fear that you are starting to hide behind “legal clap trap” to wriggle out of taking responsibility for what are clearly BMW defective alloys.
What’s more BMW have such a problem that there is not one of these alloys in the country!
I was encouraged by Chris’s response yesterday evening (below) about BMW not “shirking its responsibilities”, your email concerns me that you are “shirking”.
Quite frankly, It does not matter if I was sold BMW alloys from the “man on the moon” – they are manufactured by BMW, have a common defective problem (with a history) and have nothing to do with the person who sold them to me.
What I find unbelievable is you are suggesting that I should pay for another defective alloy which has a high chance of cracking again? What insanity is that? The only profiteer is BMW – selling more defective alloys – in fact so defective you cannot even make them faster enough! If this is the BMW approach; it is worse than Volkswagen and whilst I simply wish for BMW to look after a long supporting customer and put the matter to bed; if I am going to be treated in such an inequitable manner, the timing of negative PR in the automotive industry is currently very topical.
If the decision to be fair and equitable is not one that you can make, as I get the feeling that you are decent chap with common sense and that you are being forced to follow the BMW official line which lacks both. If you are empowered to help me, please do – If you are unable to, please can you escalate this to somebody that can.
Many thanks.
Best
Hugo
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
8.)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 2:51 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Hello Mr. Jacobs,
I have had a conversation with Mark who has updated me with your situation.
For us to be able to help you further we have to follow the manufacturer process & cannot deviate from this.
If you would like to book your vehicle in to our service department we would have to perform a wheel run out test to measure how defective the wheel is.
Following this we can submit a claim to BMW to ask for goodwill on your behalf along with the information you have previously provided us.
The decision for goodwill is a BMW one & we are unable to influence this other than provide them with the facts.
Should this claim be supported by BMW it would be a replacement wheel of the same type.
We currently do not have any used sets of wheels available, we are able to supply a new set of wheels of a different design but these could not be replaced through goodwill & would be chargeable.
Please let us know if you would like to proceed with any of these options alternatively should you wish to speak with BMW customer service the contact number is 0800 325 600
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
9.)
From: Hugo Jacobs
Sent: 09 October 2015 3:37 PM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: RE: Cracked Alloy Wheel
Derek,
Thank you for your email. I note your carefully chosen words. I am not looking for Father Christmas & “Goodwill” – I am simply seeking a fair and equitable solution for a manufacturing defect. It appears that whilst this is an industry known fact, there is much effort being made here to evade the facts and sadly your email only emphasises this further.
I would very much like BMW to resolve this – however, as I said in my last email, what is the point of putting on another alloy that has a history of being defective?
I have been doing a little research into this problem and the evidence is irrefutable. Tell me, what happens when the other wheels crack? - which if past performance is an indication of future, they will. If I am given a fair warranty on these and BMW can demonstrate that they will stand behind this product, that maybe a solution.
However, without this agreement, your current proposed solution is sadly flawed. Do we have to talk to somebody at BMW HQ and take it out of franchise? – as this is the fault of the manufacturer, not yours.
I look forward to hearing from you and hoping that I will not have to be on a longer-term rental!
Best
Hugo
Hugo Jacobs
10)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 4:46 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Mr Jacobs, thank you for your reply.
As with all BMW customers we endeavour to provide complete satisfaction when we can & within our remit.
With the options we were able to offer you not suiting your ideal outcome I would recommend you to contact BMW customer services to put your case forward.
Should this route result in a favourable outcome please let me know.
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
11.)
From: Hugo Jacobs
Sent: 10 October 2015 9:21 AM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: BMW Defective Manufactured Alloys
Derek, Mark, Chris
Please can you re-read and think about the pathetic cop-out email you sent below. Come on guys, you all know as well as I that it is wormy twaddle. To make it easier for you, let’s just communicate in simple English and not find every hole to dive into. This is a kindergarden exercise and only reqires a “YES” or “NO” answer. Let’s see if you can manage it.
1. Do you ackowldege that BMW have a problem with these defective alloys?
(If you need any help with this – just google “defective BMW alloys”)
Yes or No?
2. Would it make any sense to replace one defective alloy with another?
Yes or No?
3. Would it be unusual for BMW to have absolutely no stock in the UK of a particualar type of alloy? (that bizarrely also happens to have a v poor history of being defective!)
Yes or No?
4. Do you honestly believe an operative in the BMW call centre will easily resolve this?
Yes or No?
5. If you you were me – would you be impressed with the help & support BMW have given you?
Yes or No?
6. In your heart, are you genuinely proud of the way you are dealing with customers with this same problem?
Yes or No?
If you do not answer these simple “Yes or No” questions and legitimately support them, I (and anybody else reading this) will take it that we all know the answers and you are hiding behind the same veil as Volkswagan did. Two German manufacturers that should be ashamed of themselves.
Now, the bottom line is – do you genuinely care about helping a BMW customer or has BMW head office made you all too scared of your jobs to follow your conscious?
If you do really care, please stop your dishonourable rhetoric and help me establish a solution with some common sense and humanity.
As I keep stating, I am only seeking a fair & equitable solution, nothing else and I do not take kindly to being fobbed off.
I look forward to hearing from you and can only hope that somebody at Dick Lovett has the gumption to stand up for what is “right and wrong”.
Best
Hugo
Hugo Jacobs
The answer to your question is yes - BMW have a major problem with these alloys - mine has just cracked and I am told there are none in the Country and they do not even know when Germany can get me one as there is such a back-log. BMW are also appear to be behaving like weasels and trying to cover this up and accept no liability for their defective alloys.
Read my experience with a BMW franchise below and needless to say - I have not had a response to my last email yet!
We should not allow these large manufacturers to behave so inequitably - Both Volkswagen and BMW do not appear to know "right from wrong" - But what do we BMW owners know? - we are just their little customers to be lied to.
The correspondence below is my correspondence to date - It is astonishing!
1.)
I call Chris Wardley (retail Mgr) at BMW’s franchise (Dick Lovett) to explain situation of a defective alloy that has cracked on my car. They have such a problem that there is not one alloy of this type left in the country, they are on back order in Germany and nobody can tell me when I could get a replacement. A new one costs £525 and these defective alloys are a recognised problem with many customers suffering the same fault. This means I have no car and am being asked to pay an additional £525 for an alloy that has a high chance of cracking again.
2.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ
Chassis number :-
Mileage:-
Does car have full BMW service history ?
Was car bought from a BMW Dealership ? if so which dealership.
Position of cracked alloy on the car?
If you can supply me with the above details that would be great.
Regards
Mark
1. Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
3.)
Mark,
I have put the info you requested in red below.
This is clearly a serious BMW defect and I hope for BMW that it does not attract the sort of negative PR that Volkswagen is attracting.
Clearly, if customers are managed in a positive manner and solutions found, it should not damage the brand.
From everything I am being advised, having another identical manufactured alloy replacement is not going to be the solution as this is an ongoing problem until they are manufactured as robustly as the other alloys that BMW make. (I understand that the earlier models of these were recalled.) I am not unreasonable and would be happy with a second hand set of alloys that don’t regularly crack! I do not even mind if they are not the same design – just one’s that are manufactured properly!
The objective should be to find a solution that is fair and equitable to all parties. Excuses like “more potholes in the road” do not wash. If that was the case, why are there tens of thousands of alloys in the UK and not one of these faulty ones to be found? What’s more, my last BMW achieved over 200,000 miles and my wife’s X3 has done over 100,000 – and what’s more is towing horses cross country and up & down bumpy tracks and we have never experienced cracked alloys in the last 20 years. I very much hope BMW “face up & man up” and do not try and wriggle out from behaving honourably through hiding behind a load of excuses & legal clap trap.
I very much hope that whoever is in a position to resolve this will also put him/herself in my position. You have a car that you cannot drive, nobody can tell you when you’ll be back on the road and you have a job to travel to – the only thing you know for sure it that it is due to a BMW manufacturing defect.
I look forward to hearing from you and finding a fair and equitable solution.
Many thanks.
Best
Hugo
Hugo Jacobs
Managing Director
 Direct Line: 020 7193 9525
Mobile: 07768 61 4321
Building Customer Engagement - Innovating Insurance since 1902.
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ / YK61 JUH
Chassis number :- WBADY72070E467402
Mileage:- 44,000
Does car have full BMW service history ? YES
Was car bought from a BMW Dealership ? if so which dealership. – AWAITING TO HEAR
Position of cracked alloy on the car? DRIVERS SIDE – REAR TYRE.
WHEN IT WAS TAKEN OFF THEY FOUND DIFFERING CRACKS – I WAS TOLD THAT IT WAS PROBABLE THAT THEY WOULD BE ALL DAMAGED BASED ON WHAT THEY HAVE EXPEREINCED AND WHAT IS BEING SAID IN THE MARKET ABOUT THIS BMW DEFECT
If you can supply me with the above details that would be great.
4.)
From: Chris Wardley [mailto:chris.wardley@dicklovett.co.uk]
Sent: 08 October 2015 6:21 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hugo,
Whilst I’m sure Mark will do everything in his powers to provide a satisfactory result, I would strongly recommend you have a conversation with the person you bought the vehicle from as this is an Approved Used Car check failure and as such you should be being provided with some form of contribution or help with transport to minimise your inconvenience.
Part of the BMW standards for used cars stipulate any outstanding recalls are rectified without cost to any customer and as such if they cannot be rectified we are not in a position to sell any car from our forecourt with a warranty until such issues are resolved.
BMW are not normally known for Shirking responsibility as when this issue came to light some years ago there were a number of cars that had wheels changed under warranty and without issue.
I look forward to hearing how Mark gets on.
All the best
Chris Wardley
Retail Manager
Dick Lovett BMW
5.)
From: Hugo Jacobs
Sent: 08 October 2015 6:51 PM
To: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Faulty Manufactured alloy wheels
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
6.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 09 October 2015 10:48 AM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hi Mr Jacobs,
Thank you for your reply & the information I requested.
The registration date of your BMW is 13/09/2011 which means your BMW is out of manufactures warranty it expired the 12/09/2014.
Any alloy wheel that may have a manufacturing defect would be covered up to 12/09/2014.
For me to endeavour to get goodwill from BMW on your behalf they will require the ownership details including where you purchased the vehicle from.
If the car was purchased by yourself from a non BMW dealer then in my experience BMW would not offer goodwill & your liability would lie with the party your purchased the vehicle from.
If I can help any further please let me know
Regards
Mark
Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
7.)
From: Hugo Jacobs
Sent: 09 October 2015 1:51 PM
To: 'Mark Kent' <mark.kent@dicklovett.co.uk>
Cc: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Defective BMW Manufactured alloy wheels
Mark,
I fear that you are starting to hide behind “legal clap trap” to wriggle out of taking responsibility for what are clearly BMW defective alloys.
What’s more BMW have such a problem that there is not one of these alloys in the country!
I was encouraged by Chris’s response yesterday evening (below) about BMW not “shirking its responsibilities”, your email concerns me that you are “shirking”.
Quite frankly, It does not matter if I was sold BMW alloys from the “man on the moon” – they are manufactured by BMW, have a common defective problem (with a history) and have nothing to do with the person who sold them to me.
What I find unbelievable is you are suggesting that I should pay for another defective alloy which has a high chance of cracking again? What insanity is that? The only profiteer is BMW – selling more defective alloys – in fact so defective you cannot even make them faster enough! If this is the BMW approach; it is worse than Volkswagen and whilst I simply wish for BMW to look after a long supporting customer and put the matter to bed; if I am going to be treated in such an inequitable manner, the timing of negative PR in the automotive industry is currently very topical.
If the decision to be fair and equitable is not one that you can make, as I get the feeling that you are decent chap with common sense and that you are being forced to follow the BMW official line which lacks both. If you are empowered to help me, please do – If you are unable to, please can you escalate this to somebody that can.
Many thanks.
Best
Hugo
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
8.)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 2:51 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Hello Mr. Jacobs,
I have had a conversation with Mark who has updated me with your situation.
For us to be able to help you further we have to follow the manufacturer process & cannot deviate from this.
If you would like to book your vehicle in to our service department we would have to perform a wheel run out test to measure how defective the wheel is.
Following this we can submit a claim to BMW to ask for goodwill on your behalf along with the information you have previously provided us.
The decision for goodwill is a BMW one & we are unable to influence this other than provide them with the facts.
Should this claim be supported by BMW it would be a replacement wheel of the same type.
We currently do not have any used sets of wheels available, we are able to supply a new set of wheels of a different design but these could not be replaced through goodwill & would be chargeable.
Please let us know if you would like to proceed with any of these options alternatively should you wish to speak with BMW customer service the contact number is 0800 325 600
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
9.)
From: Hugo Jacobs
Sent: 09 October 2015 3:37 PM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: RE: Cracked Alloy Wheel
Derek,
Thank you for your email. I note your carefully chosen words. I am not looking for Father Christmas & “Goodwill” – I am simply seeking a fair and equitable solution for a manufacturing defect. It appears that whilst this is an industry known fact, there is much effort being made here to evade the facts and sadly your email only emphasises this further.
I would very much like BMW to resolve this – however, as I said in my last email, what is the point of putting on another alloy that has a history of being defective?
I have been doing a little research into this problem and the evidence is irrefutable. Tell me, what happens when the other wheels crack? - which if past performance is an indication of future, they will. If I am given a fair warranty on these and BMW can demonstrate that they will stand behind this product, that maybe a solution.
However, without this agreement, your current proposed solution is sadly flawed. Do we have to talk to somebody at BMW HQ and take it out of franchise? – as this is the fault of the manufacturer, not yours.
I look forward to hearing from you and hoping that I will not have to be on a longer-term rental!
Best
Hugo
Hugo Jacobs
10)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 4:46 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Mr Jacobs, thank you for your reply.
As with all BMW customers we endeavour to provide complete satisfaction when we can & within our remit.
With the options we were able to offer you not suiting your ideal outcome I would recommend you to contact BMW customer services to put your case forward.
Should this route result in a favourable outcome please let me know.
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
11.)
From: Hugo Jacobs
Sent: 10 October 2015 9:21 AM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: BMW Defective Manufactured Alloys
Derek, Mark, Chris
Please can you re-read and think about the pathetic cop-out email you sent below. Come on guys, you all know as well as I that it is wormy twaddle. To make it easier for you, let’s just communicate in simple English and not find every hole to dive into. This is a kindergarden exercise and only reqires a “YES” or “NO” answer. Let’s see if you can manage it.
1. Do you ackowldege that BMW have a problem with these defective alloys?
(If you need any help with this – just google “defective BMW alloys”)
Yes or No?
2. Would it make any sense to replace one defective alloy with another?
Yes or No?
3. Would it be unusual for BMW to have absolutely no stock in the UK of a particualar type of alloy? (that bizarrely also happens to have a v poor history of being defective!)
Yes or No?
4. Do you honestly believe an operative in the BMW call centre will easily resolve this?
Yes or No?
5. If you you were me – would you be impressed with the help & support BMW have given you?
Yes or No?
6. In your heart, are you genuinely proud of the way you are dealing with customers with this same problem?
Yes or No?
If you do not answer these simple “Yes or No” questions and legitimately support them, I (and anybody else reading this) will take it that we all know the answers and you are hiding behind the same veil as Volkswagan did. Two German manufacturers that should be ashamed of themselves.
Now, the bottom line is – do you genuinely care about helping a BMW customer or has BMW head office made you all too scared of your jobs to follow your conscious?
If you do really care, please stop your dishonourable rhetoric and help me establish a solution with some common sense and humanity.
As I keep stating, I am only seeking a fair & equitable solution, nothing else and I do not take kindly to being fobbed off.
I look forward to hearing from you and can only hope that somebody at Dick Lovett has the gumption to stand up for what is “right and wrong”.
Best
Hugo
Hugo Jacobs
Hugo Jacobs said:
BMW DEFECTIVE ALLOY WHEELS
The answer to your question is yes - BMW have a major problem with these alloys - mine has just cracked and I am told there are none in the Country and they do not even know when Germany can get me one as there is such a back-log. BMW are also appear to be behaving like weasels and trying to cover this up and accept no liability for their defective alloys.
Read my experience with a BMW franchise below and needless to say - I have not had a response to my last email yet!
We should not allow these large manufacturers to behave so inequitably - Both Volkswagen and BMW do not appear to know "right from wrong" - But what do we BMW owners know? - we are just their little customers to be lied to.
The correspondence below is my correspondence to date - It is astonishing!
1.)
I call Chris Wardley (retail Mgr) at BMW’s franchise (Dick Lovett) to explain situation of a defective alloy that has cracked on my car. They have such a problem that there is not one alloy of this type left in the country, they are on back order in Germany and nobody can tell me when I could get a replacement. A new one costs £525 and these defective alloys are a recognised problem with many customers suffering the same fault. This means I have no car and am being asked to pay an additional £525 for an alloy that has a high chance of cracking again.
2.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ
Chassis number :-
Mileage:-
Does car have full BMW service history ?
Was car bought from a BMW Dealership ? if so which dealership.
Position of cracked alloy on the car?
If you can supply me with the above details that would be great.
Regards
Mark
1. Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
3.)
Mark,
I have put the info you requested in red below.
This is clearly a serious BMW defect and I hope for BMW that it does not attract the sort of negative PR that Volkswagen is attracting.
Clearly, if customers are managed in a positive manner and solutions found, it should not damage the brand.
From everything I am being advised, having another identical manufactured alloy replacement is not going to be the solution as this is an ongoing problem until they are manufactured as robustly as the other alloys that BMW make. (I understand that the earlier models of these were recalled.) I am not unreasonable and would be happy with a second hand set of alloys that don’t regularly crack! I do not even mind if they are not the same design – just one’s that are manufactured properly!
The objective should be to find a solution that is fair and equitable to all parties. Excuses like “more potholes in the road” do not wash. If that was the case, why are there tens of thousands of alloys in the UK and not one of these faulty ones to be found? What’s more, my last BMW achieved over 200,000 miles and my wife’s X3 has done over 100,000 – and what’s more is towing horses cross country and up & down bumpy tracks and we have never experienced cracked alloys in the last 20 years. I very much hope BMW “face up & man up” and do not try and wriggle out from behaving honourably through hiding behind a load of excuses & legal clap trap.
I very much hope that whoever is in a position to resolve this will also put him/herself in my position. You have a car that you cannot drive, nobody can tell you when you’ll be back on the road and you have a job to travel to – the only thing you know for sure it that it is due to a BMW manufacturing defect.
I look forward to hearing from you and finding a fair and equitable solution.
Many thanks.
Best
Hugo
Hugo Jacobs
Managing Director
? Direct Line: 020 7193 9525
??Mobile: 07768 61 4321
Building Customer Engagement - Innovating Insurance since 1902.
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ / YK61 JUH
Chassis number :- WBADY72070E467402
Mileage:- 44,000
Does car have full BMW service history ? YES
Was car bought from a BMW Dealership ? if so which dealership. – AWAITING TO HEAR
Position of cracked alloy on the car? DRIVERS SIDE – REAR TYRE.
WHEN IT WAS TAKEN OFF THEY FOUND DIFFERING CRACKS – I WAS TOLD THAT IT WAS PROBABLE THAT THEY WOULD BE ALL DAMAGED BASED ON WHAT THEY HAVE EXPEREINCED AND WHAT IS BEING SAID IN THE MARKET ABOUT THIS BMW DEFECT
If you can supply me with the above details that would be great.
4.)
From: Chris Wardley [mailto:chris.wardley@dicklovett.co.uk]
Sent: 08 October 2015 6:21 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hugo,
Whilst I’m sure Mark will do everything in his powers to provide a satisfactory result, I would strongly recommend you have a conversation with the person you bought the vehicle from as this is an Approved Used Car check failure and as such you should be being provided with some form of contribution or help with transport to minimise your inconvenience.
Part of the BMW standards for used cars stipulate any outstanding recalls are rectified without cost to any customer and as such if they cannot be rectified we are not in a position to sell any car from our forecourt with a warranty until such issues are resolved.
BMW are not normally known for Shirking responsibility as when this issue came to light some years ago there were a number of cars that had wheels changed under warranty and without issue.
I look forward to hearing how Mark gets on.
All the best
Chris Wardley
Retail Manager
Dick Lovett BMW
5.)
From: Hugo Jacobs
Sent: 08 October 2015 6:51 PM
To: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Faulty Manufactured alloy wheels
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
6.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 09 October 2015 10:48 AM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hi Mr Jacobs,
Thank you for your reply & the information I requested.
The registration date of your BMW is 13/09/2011 which means your BMW is out of manufactures warranty it expired the 12/09/2014.
Any alloy wheel that may have a manufacturing defect would be covered up to 12/09/2014.
For me to endeavour to get goodwill from BMW on your behalf they will require the ownership details including where you purchased the vehicle from.
If the car was purchased by yourself from a non BMW dealer then in my experience BMW would not offer goodwill & your liability would lie with the party your purchased the vehicle from.
If I can help any further please let me know
Regards
Mark
Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
7.)
From: Hugo Jacobs
Sent: 09 October 2015 1:51 PM
To: 'Mark Kent' <mark.kent@dicklovett.co.uk>
Cc: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Defective BMW Manufactured alloy wheels
Mark,
I fear that you are starting to hide behind “legal clap trap” to wriggle out of taking responsibility for what are clearly BMW defective alloys.
What’s more BMW have such a problem that there is not one of these alloys in the country!
I was encouraged by Chris’s response yesterday evening (below) about BMW not “shirking its responsibilities”, your email concerns me that you are “shirking”.
Quite frankly, It does not matter if I was sold BMW alloys from the “man on the moon” – they are manufactured by BMW, have a common defective problem (with a history) and have nothing to do with the person who sold them to me.
What I find unbelievable is you are suggesting that I should pay for another defective alloy which has a high chance of cracking again? What insanity is that? The only profiteer is BMW – selling more defective alloys – in fact so defective you cannot even make them faster enough! If this is the BMW approach; it is worse than Volkswagen and whilst I simply wish for BMW to look after a long supporting customer and put the matter to bed; if I am going to be treated in such an inequitable manner, the timing of negative PR in the automotive industry is currently very topical.
If the decision to be fair and equitable is not one that you can make, as I get the feeling that you are decent chap with common sense and that you are being forced to follow the BMW official line which lacks both. If you are empowered to help me, please do – If you are unable to, please can you escalate this to somebody that can.
Many thanks.
Best
Hugo
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
8.)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 2:51 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Hello Mr. Jacobs,
I have had a conversation with Mark who has updated me with your situation.
For us to be able to help you further we have to follow the manufacturer process & cannot deviate from this.
If you would like to book your vehicle in to our service department we would have to perform a wheel run out test to measure how defective the wheel is.
Following this we can submit a claim to BMW to ask for goodwill on your behalf along with the information you have previously provided us.
The decision for goodwill is a BMW one & we are unable to influence this other than provide them with the facts.
Should this claim be supported by BMW it would be a replacement wheel of the same type.
We currently do not have any used sets of wheels available, we are able to supply a new set of wheels of a different design but these could not be replaced through goodwill & would be chargeable.
Please let us know if you would like to proceed with any of these options alternatively should you wish to speak with BMW customer service the contact number is 0800 325 600
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
9.)
From: Hugo Jacobs
Sent: 09 October 2015 3:37 PM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: RE: Cracked Alloy Wheel
Derek,
Thank you for your email. I note your carefully chosen words. I am not looking for Father Christmas & “Goodwill” – I am simply seeking a fair and equitable solution for a manufacturing defect. It appears that whilst this is an industry known fact, there is much effort being made here to evade the facts and sadly your email only emphasises this further.
I would very much like BMW to resolve this – however, as I said in my last email, what is the point of putting on another alloy that has a history of being defective?
I have been doing a little research into this problem and the evidence is irrefutable. Tell me, what happens when the other wheels crack? - which if past performance is an indication of future, they will. If I am given a fair warranty on these and BMW can demonstrate that they will stand behind this product, that maybe a solution.
However, without this agreement, your current proposed solution is sadly flawed. Do we have to talk to somebody at BMW HQ and take it out of franchise? – as this is the fault of the manufacturer, not yours.
I look forward to hearing from you and hoping that I will not have to be on a longer-term rental!
Best
Hugo
Hugo Jacobs
10)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 4:46 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Mr Jacobs, thank you for your reply.
As with all BMW customers we endeavour to provide complete satisfaction when we can & within our remit.
With the options we were able to offer you not suiting your ideal outcome I would recommend you to contact BMW customer services to put your case forward.
Should this route result in a favourable outcome please let me know.
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
11.)
From: Hugo Jacobs
Sent: 10 October 2015 9:21 AM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: BMW Defective Manufactured Alloys
Derek, Mark, Chris
Please can you re-read and think about the pathetic cop-out email you sent below. Come on guys, you all know as well as I that it is wormy twaddle. To make it easier for you, let’s just communicate in simple English and not find every hole to dive into. This is a kindergarden exercise and only reqires a “YES” or “NO” answer. Let’s see if you can manage it.
1. Do you ackowldege that BMW have a problem with these defective alloys?
(If you need any help with this – just google “defective BMW alloys”)
Yes or No?
2. Would it make any sense to replace one defective alloy with another?
Yes or No?
3. Would it be unusual for BMW to have absolutely no stock in the UK of a particualar type of alloy? (that bizarrely also happens to have a v poor history of being defective!)
Yes or No?
4. Do you honestly believe an operative in the BMW call centre will easily resolve this?
Yes or No?
5. If you you were me – would you be impressed with the help & support BMW have given you?
Yes or No?
6. In your heart, are you genuinely proud of the way you are dealing with customers with this same problem?
Yes or No?
If you do not answer these simple “Yes or No” questions and legitimately support them, I (and anybody else reading this) will take it that we all know the answers and you are hiding behind the same veil as Volkswagan did. Two German manufacturers that should be ashamed of themselves.
Now, the bottom line is – do you genuinely care about helping a BMW customer or has BMW head office made you all too scared of your jobs to follow your conscious?
If you do really care, please stop your dishonourable rhetoric and help me establish a solution with some common sense and humanity.
As I keep stating, I am only seeking a fair & equitable solution, nothing else and I do not take kindly to being fobbed off.
I look forward to hearing from you and can only hope that somebody at Dick Lovett has the gumption to stand up for what is “right and wrong”.
Best
Hugo
Hugo Jacobs
Just to clarify, did you buy the car from Dick Lovett or another BMW dealer or elsewhere as is implied in one of the replies?The answer to your question is yes - BMW have a major problem with these alloys - mine has just cracked and I am told there are none in the Country and they do not even know when Germany can get me one as there is such a back-log. BMW are also appear to be behaving like weasels and trying to cover this up and accept no liability for their defective alloys.
Read my experience with a BMW franchise below and needless to say - I have not had a response to my last email yet!
We should not allow these large manufacturers to behave so inequitably - Both Volkswagen and BMW do not appear to know "right from wrong" - But what do we BMW owners know? - we are just their little customers to be lied to.
The correspondence below is my correspondence to date - It is astonishing!
1.)
I call Chris Wardley (retail Mgr) at BMW’s franchise (Dick Lovett) to explain situation of a defective alloy that has cracked on my car. They have such a problem that there is not one alloy of this type left in the country, they are on back order in Germany and nobody can tell me when I could get a replacement. A new one costs £525 and these defective alloys are a recognised problem with many customers suffering the same fault. This means I have no car and am being asked to pay an additional £525 for an alloy that has a high chance of cracking again.
2.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ
Chassis number :-
Mileage:-
Does car have full BMW service history ?
Was car bought from a BMW Dealership ? if so which dealership.
Position of cracked alloy on the car?
If you can supply me with the above details that would be great.
Regards
Mark
1. Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
3.)
Mark,
I have put the info you requested in red below.
This is clearly a serious BMW defect and I hope for BMW that it does not attract the sort of negative PR that Volkswagen is attracting.
Clearly, if customers are managed in a positive manner and solutions found, it should not damage the brand.
From everything I am being advised, having another identical manufactured alloy replacement is not going to be the solution as this is an ongoing problem until they are manufactured as robustly as the other alloys that BMW make. (I understand that the earlier models of these were recalled.) I am not unreasonable and would be happy with a second hand set of alloys that don’t regularly crack! I do not even mind if they are not the same design – just one’s that are manufactured properly!
The objective should be to find a solution that is fair and equitable to all parties. Excuses like “more potholes in the road” do not wash. If that was the case, why are there tens of thousands of alloys in the UK and not one of these faulty ones to be found? What’s more, my last BMW achieved over 200,000 miles and my wife’s X3 has done over 100,000 – and what’s more is towing horses cross country and up & down bumpy tracks and we have never experienced cracked alloys in the last 20 years. I very much hope BMW “face up & man up” and do not try and wriggle out from behaving honourably through hiding behind a load of excuses & legal clap trap.
I very much hope that whoever is in a position to resolve this will also put him/herself in my position. You have a car that you cannot drive, nobody can tell you when you’ll be back on the road and you have a job to travel to – the only thing you know for sure it that it is due to a BMW manufacturing defect.
I look forward to hearing from you and finding a fair and equitable solution.
Many thanks.
Best
Hugo
Hugo Jacobs
Managing Director
? Direct Line: 020 7193 9525
??Mobile: 07768 61 4321
Building Customer Engagement - Innovating Insurance since 1902.
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 07 October 2015 12:00 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: Cracked alloy wheel
Hi Mr Jacobs
Please can you please supply me with the following details for your BMW 330
Registration number :- J5HNJ / YK61 JUH
Chassis number :- WBADY72070E467402
Mileage:- 44,000
Does car have full BMW service history ? YES
Was car bought from a BMW Dealership ? if so which dealership. – AWAITING TO HEAR
Position of cracked alloy on the car? DRIVERS SIDE – REAR TYRE.
WHEN IT WAS TAKEN OFF THEY FOUND DIFFERING CRACKS – I WAS TOLD THAT IT WAS PROBABLE THAT THEY WOULD BE ALL DAMAGED BASED ON WHAT THEY HAVE EXPEREINCED AND WHAT IS BEING SAID IN THE MARKET ABOUT THIS BMW DEFECT
If you can supply me with the above details that would be great.
4.)
From: Chris Wardley [mailto:chris.wardley@dicklovett.co.uk]
Sent: 08 October 2015 6:21 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hugo,
Whilst I’m sure Mark will do everything in his powers to provide a satisfactory result, I would strongly recommend you have a conversation with the person you bought the vehicle from as this is an Approved Used Car check failure and as such you should be being provided with some form of contribution or help with transport to minimise your inconvenience.
Part of the BMW standards for used cars stipulate any outstanding recalls are rectified without cost to any customer and as such if they cannot be rectified we are not in a position to sell any car from our forecourt with a warranty until such issues are resolved.
BMW are not normally known for Shirking responsibility as when this issue came to light some years ago there were a number of cars that had wheels changed under warranty and without issue.
I look forward to hearing how Mark gets on.
All the best
Chris Wardley
Retail Manager
Dick Lovett BMW
5.)
From: Hugo Jacobs
Sent: 08 October 2015 6:51 PM
To: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Faulty Manufactured alloy wheels
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
6.)
From: Mark Kent [mailto:mark.kent@dicklovett.co.uk]
Sent: 09 October 2015 10:48 AM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Subject: RE: Faulty Manufactured alloy wheels
Hi Mr Jacobs,
Thank you for your reply & the information I requested.
The registration date of your BMW is 13/09/2011 which means your BMW is out of manufactures warranty it expired the 12/09/2014.
Any alloy wheel that may have a manufacturing defect would be covered up to 12/09/2014.
For me to endeavour to get goodwill from BMW on your behalf they will require the ownership details including where you purchased the vehicle from.
If the car was purchased by yourself from a non BMW dealer then in my experience BMW would not offer goodwill & your liability would lie with the party your purchased the vehicle from.
If I can help any further please let me know
Regards
Mark
Mark Kent
Senior Service Administrator
Dick Lovett Hungerford BMW/Mini
7.)
From: Hugo Jacobs
Sent: 09 October 2015 1:51 PM
To: 'Mark Kent' <mark.kent@dicklovett.co.uk>
Cc: 'Chris Wardley' <chris.wardley@dicklovett.co.uk>
Subject: RE: Defective BMW Manufactured alloy wheels
Mark,
I fear that you are starting to hide behind “legal clap trap” to wriggle out of taking responsibility for what are clearly BMW defective alloys.
What’s more BMW have such a problem that there is not one of these alloys in the country!
I was encouraged by Chris’s response yesterday evening (below) about BMW not “shirking its responsibilities”, your email concerns me that you are “shirking”.
Quite frankly, It does not matter if I was sold BMW alloys from the “man on the moon” – they are manufactured by BMW, have a common defective problem (with a history) and have nothing to do with the person who sold them to me.
What I find unbelievable is you are suggesting that I should pay for another defective alloy which has a high chance of cracking again? What insanity is that? The only profiteer is BMW – selling more defective alloys – in fact so defective you cannot even make them faster enough! If this is the BMW approach; it is worse than Volkswagen and whilst I simply wish for BMW to look after a long supporting customer and put the matter to bed; if I am going to be treated in such an inequitable manner, the timing of negative PR in the automotive industry is currently very topical.
If the decision to be fair and equitable is not one that you can make, as I get the feeling that you are decent chap with common sense and that you are being forced to follow the BMW official line which lacks both. If you are empowered to help me, please do – If you are unable to, please can you escalate this to somebody that can.
Many thanks.
Best
Hugo
Chris,
Many thanks for your prompt email and your support in this matter.
I am very pleased that BMW are not known for shirking their responsibility. These alloys are clearly defective and therefore there should be no issue and no shirking!
As I said, I am not seeking a new set of alloys nor am I currently seeking car rental costs. I would simply be happy with a set of second hand alloys that do not have a manufactured defective history.
I believe this to be a fair & equitable solution.
Many thanks.
Best
Hugo
8.)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 2:51 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Hello Mr. Jacobs,
I have had a conversation with Mark who has updated me with your situation.
For us to be able to help you further we have to follow the manufacturer process & cannot deviate from this.
If you would like to book your vehicle in to our service department we would have to perform a wheel run out test to measure how defective the wheel is.
Following this we can submit a claim to BMW to ask for goodwill on your behalf along with the information you have previously provided us.
The decision for goodwill is a BMW one & we are unable to influence this other than provide them with the facts.
Should this claim be supported by BMW it would be a replacement wheel of the same type.
We currently do not have any used sets of wheels available, we are able to supply a new set of wheels of a different design but these could not be replaced through goodwill & would be chargeable.
Please let us know if you would like to proceed with any of these options alternatively should you wish to speak with BMW customer service the contact number is 0800 325 600
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
9.)
From: Hugo Jacobs
Sent: 09 October 2015 3:37 PM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: RE: Cracked Alloy Wheel
Derek,
Thank you for your email. I note your carefully chosen words. I am not looking for Father Christmas & “Goodwill” – I am simply seeking a fair and equitable solution for a manufacturing defect. It appears that whilst this is an industry known fact, there is much effort being made here to evade the facts and sadly your email only emphasises this further.
I would very much like BMW to resolve this – however, as I said in my last email, what is the point of putting on another alloy that has a history of being defective?
I have been doing a little research into this problem and the evidence is irrefutable. Tell me, what happens when the other wheels crack? - which if past performance is an indication of future, they will. If I am given a fair warranty on these and BMW can demonstrate that they will stand behind this product, that maybe a solution.
However, without this agreement, your current proposed solution is sadly flawed. Do we have to talk to somebody at BMW HQ and take it out of franchise? – as this is the fault of the manufacturer, not yours.
I look forward to hearing from you and hoping that I will not have to be on a longer-term rental!
Best
Hugo
Hugo Jacobs
10)
From: Derek Hendy [mailto:derek.hendy@dicklovett.co.uk]
Sent: 09 October 2015 4:46 PM
To: Hugo Jacobs <hugo.jacobs@lumleyjacobs.com>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: Cracked Alloy Wheel
Mr Jacobs, thank you for your reply.
As with all BMW customers we endeavour to provide complete satisfaction when we can & within our remit.
With the options we were able to offer you not suiting your ideal outcome I would recommend you to contact BMW customer services to put your case forward.
Should this route result in a favourable outcome please let me know.
Kind regards
Derek
Derek Hendy
After Sales Manager
Dick Lovett
11.)
From: Hugo Jacobs
Sent: 10 October 2015 9:21 AM
To: 'Derek Hendy' <derek.hendy@dicklovett.co.uk>
Cc: Mark Kent <mark.kent@dicklovett.co.uk>; Chris Wardley <chris.wardley@dicklovett.co.uk>
Subject: BMW Defective Manufactured Alloys
Derek, Mark, Chris
Please can you re-read and think about the pathetic cop-out email you sent below. Come on guys, you all know as well as I that it is wormy twaddle. To make it easier for you, let’s just communicate in simple English and not find every hole to dive into. This is a kindergarden exercise and only reqires a “YES” or “NO” answer. Let’s see if you can manage it.
1. Do you ackowldege that BMW have a problem with these defective alloys?
(If you need any help with this – just google “defective BMW alloys”)
Yes or No?
2. Would it make any sense to replace one defective alloy with another?
Yes or No?
3. Would it be unusual for BMW to have absolutely no stock in the UK of a particualar type of alloy? (that bizarrely also happens to have a v poor history of being defective!)
Yes or No?
4. Do you honestly believe an operative in the BMW call centre will easily resolve this?
Yes or No?
5. If you you were me – would you be impressed with the help & support BMW have given you?
Yes or No?
6. In your heart, are you genuinely proud of the way you are dealing with customers with this same problem?
Yes or No?
If you do not answer these simple “Yes or No” questions and legitimately support them, I (and anybody else reading this) will take it that we all know the answers and you are hiding behind the same veil as Volkswagan did. Two German manufacturers that should be ashamed of themselves.
Now, the bottom line is – do you genuinely care about helping a BMW customer or has BMW head office made you all too scared of your jobs to follow your conscious?
If you do really care, please stop your dishonourable rhetoric and help me establish a solution with some common sense and humanity.
As I keep stating, I am only seeking a fair & equitable solution, nothing else and I do not take kindly to being fobbed off.
I look forward to hearing from you and can only hope that somebody at Dick Lovett has the gumption to stand up for what is “right and wrong”.
Best
Hugo
Hugo Jacobs
roofer said:
I reckon he'll get a new car off BMW. 
I still can't figure out where he bought the car and, if not Lovett's, why he expects them to sort out the issue. Reading between the lines, it seems that he's bought a second hand motor that has developed a fault and now he wants someone who has nothing to do with the deal to fix it for him.
I can't see why he doesn't go back to where he bought it, or, if he fancies his chances go direct to BMW. What has it got to do with Dick Lovett?
Maybe that's all wrong, and he bought the car from DL, and it's under warranty, in which case they should sort it out.
t roads = cracked wheels, whatever they are made of. The End.Hugo Jacobs said:
BMW DEFECTIVE ALLOY WHEELS
Hugo Jacobs
Hugo, I had the same problem with my E92, and I bought the Z4 knowing the issue still exists, and only 1500 miles later, a rear wheel was cracked in two places.Hugo Jacobs
However I had already budgeted for new wheels and bought a set of BBS. I don't know how much you charge per hour for your services, but you'll have to accept the fact BMW do not have a solution to this problem, either sell the car or buy a set of after market wheels.
Having been through this twice - trust me when I say, you're wasting your time.
If you are unhappy with it, next time you want to buy a car, let them know you decided to buy a Merc (or any other brand), and why. If you buy an AUC, ask them to knock off £1000 so you can go and buy another set of wheels as soon as it leaves the dealership!
stuart-b said:
If you are unhappy with it, next time you want to buy a car, let them know you decided to buy a Merc (or any other brand), and why. If you buy an AUC, ask them to knock off £1000 so you can go and buy another set of wheels as soon as it leaves the dealership!
Good luck with that, do you really think they care if someone changes to another brand? Just as many changing their way, including those with cracked AMG wheels. (Oh yes it's not just BMW)REALIST123 said:
Good luck with that, do you really think they care if someone changes to another brand? Just as many changing their way, including those with cracked AMG wheels. (Oh yes it's not just BMW)
What is your point exactly? Do a deal on the basis youll need new wheels at the outset. The wheel problem wont go away, so you only have two choices. Hugo has made my day. I always find it funny when people get really aggressive and demanding but have no plausible threat to make.
If I was DL, I would be thinking 'Or what?!'. If you are asking for a favour, charm is your only friend; playing hard ball without anything to back it up is not going to work.
If I was DL, I would be thinking 'Or what?!'. If you are asking for a favour, charm is your only friend; playing hard ball without anything to back it up is not going to work.
Silverbullet767 said:
Bin the runflats and fit proper tyres.
I've had two cracked wheels before with the runflats fitted. Had them both welded up. Now I run Michelin Pilot super sport tyres. No more cracked wheels.
Yours sincerely, Dave.
Mine cracked after I'd ditched the runflats.I've had two cracked wheels before with the runflats fitted. Had them both welded up. Now I run Michelin Pilot super sport tyres. No more cracked wheels.
Yours sincerely, Dave.
GaryThomlinson said:
marsbar13 said:
Hi All, Never posted on a forum before but felt the need to let you know that BMW have changed both our cracked rear wheels on our 07 330i (19" runflats) completely free of charge. I was amazed!! No aggravation, no hastle, just a 3 hour relaxing wait, with coffee and sandwiches at local BMW garage.
Had two new tyres fitted at a local 'tyre centre' when it was pointed out that the rear wheels were cracked. Did a bit of googling, mainly to find prices and what safety implications were, driving round with wheels cracked, when we stumbled across previous problems with the same issue. Rang BMW who booked me in straight away. The rest, as they say, is history.
Well done BMW for your excellent service.
A rare experience. Most, like myself who had 3 cracked 296 style wheels replaced, had to fight as wheels are classed as consumables by BMW and as such are not covered under warranty unless you can show, via a run out test, that they've not been damaged by potholes.Had two new tyres fitted at a local 'tyre centre' when it was pointed out that the rear wheels were cracked. Did a bit of googling, mainly to find prices and what safety implications were, driving round with wheels cracked, when we stumbled across previous problems with the same issue. Rang BMW who booked me in straight away. The rest, as they say, is history.
Well done BMW for your excellent service.
So I took the wheels into the dealership, test done, wheels found to be true, BMW still refused to replace them on account of the age (why the **** did they not say that before the test???).
Took a lot of letter writing for them to refund the cost of the test which they conceded they shouldn't have suggested in my circumstances.
Anyway, I asked them if under normal usage, a wheel should last the life of a vehicle, to which they agreed. (I also had a E36 328i with 140,000 miles on its original wheels at the time)
So I them suggested that if the wheel has failed in the early life on a high number of vehicles then that points to the fact that there is an issue with the wheels, either in the original design or in the manufacturing of them.
They said that there wasn't a high number of vehicles, so I asked them why the BBC had gone to the trouble of producing this video:
https://www.youtube.com/watch?v=q4YTc6NwLDY
They didn't have a reply for that....
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