Anyone with experiance of complaining to BMW UK

[John the Blind]

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

[JCW]

John,

another Z4M owner with problems! I won't bore you with mine but suffice to say I doubt you'd get far trying to return the vehicle this far down the line but you should get a decent wedge of compensation dealing with Customer Disservice so I'd suggest the following route:

1. Establish who the Dealer Principle is together with the area Technical Adviser and arrange a meeting to determine what the problem with the car is but make sure you attend.

2. Copy everyone in via e-mails including the area Customer Services Manager who liases with the dealers - someone will come along with the correct job title soon, I hope.

3. Don't throw your toys out of the pram, as tempting as it is but explain the problems whilst keeping records of any communication you have with them and explain what form of compensation you want (realistically) which is what I did and achieved a partial resolution although I still feel my car was thrown together late on a Friday afternoon by some half-pissed Yanks.

Good luck.

[andy-xr]

The iDrive on my E60 would reset itself and refuse to work if it was left in an airport carpark. Wrote to BMW and they firmly passed it to any local dealer. Just wouldnt have a conversation about it.

Dealer said it was landing radar and outside their control. Traded it in for a 325 in the end, and at a different dealer as I was sick of the bullst finger pointing

ETA: I've just found an old email trail with Customer Service Manager details on it. Drop me an email if you want a peek

Edited by andy-xr on Wednesday 12th November 19:33

[whitechief]

I had to complain to BMW Uk a few years ago about appalling service by a main dealer (verging on crooked) they were not in the slightest bit interested in either what had happened, or how it reflected on the Marque in general.

Give it a go but in my experience you wont get far.

ETA Their address

Customer services
BMW GB Ltd
Ellesfield road
Bracknell
Berkshire
RG12 8TA

Edited by whitechief on Wednesday 12th November 19:39

[anonymous-user]

I complained to them about having to return my E60 5 series to the dealers 10 times in 2 years to have faults rectified. I also complained to them about very premature wear on Dunlop RFTs that BMW USA replace free of charge to owners there due to it being a known problem.

They didn't want to know about my persistent problems & denied there was a known problem with Dunlop RFTs on E60 (despite me giving them evidence & their BMW USA case reference which dealers there use to replace them).

Absolute waste of time & effort complaining to them in my case. I bore this in mind when I changed cars.

[K1300s]

Apart from my Skoda Octavia vRS I also own a two and a half year old K1300s BMW bike. I have been complaining about a hot start problem for over two years. BMW motorrad say that they are aware of the problem and the bike needs a new wiring loom fitted. They first told me this over 18 months ago and im still waiting. They say they have had problems with their parts supplier in China. The dealer I bought the bike from for £11000 doesnt want to know. I'm fed up complaining and getting no where.

[Thirsty33]

Getting a drink from a Vogon is easier and more pleasant than getting a sensible response from BMW to a complaint.

You either:-

Say BMW is the best thing since the invention of the car and buy a new one at list price every 3 years and ignore any fault or Foxtrot Oscar - that's their view. If you are not prepared to be that kind of customer, they really could not give a t@ss. They are the BEST you know, and don't YOU forget it. How dare you suggest something is faulty and needs fixing.

I have been told to contact their component supplier if I have an issue with the car. WTF?

I actually really love 98% of the car and have been determined to turn a blind eye (just like they wanted me to), but thought no, its really not good enough, I must get these few (relatively) small faults fixed. And by god, they really are trying to convince me never to buy another one. Prying the pen from hand they are trying so hard to piss me off. Great job.

So my advice is:-

Don't bother complaining to them, just post on every forum you can and tell all your buddies how ste their customer service is. Actually no, do complain, so you say it with feeling - after all it would be unfair to do that without having experienced it (I am not an unreasonable person).

And my final advice is buy from a dealer who you know gives good service - BMW themselves are beyond hopeless for customer service. Best from one that has many branches - I travel to another branch because the service is so appalling at my home branch. There are some good ones out there, just well hidden.