Shocking service from BMW
Discussion
We got an approved used BMW 120i last year that has been in to our local branch 4 times for engine repairs, and twice repaired at the side of the road by recovery truck (covered by warranty but the courtesy car insurance is getting expensive!).
All problems seem to be related - first they blamed the coils (changed them four times, along with spark plugs and injectors), then they blamed the spark plugs for having "black deposits" so they replaced them again (only 1 month after the previous set was fitted by them!)
Now problems are back again - reduced power, engine surges, bad shaking at idle when cold.
The service manager at our branch basically said "the computer system says nothing is wrong, all we can do is change the spark plugs if they look dirty." When I told him this wasn't acceptable he said "we clearly can't fix it, so take it to another branch".
I phoned another branch and they said they're not allowed to touch under warranty it if another branch has already looked at it.
BMW customer service says its a dealership issue which I need to sort out directly with them.
WTF?
All problems seem to be related - first they blamed the coils (changed them four times, along with spark plugs and injectors), then they blamed the spark plugs for having "black deposits" so they replaced them again (only 1 month after the previous set was fitted by them!)
Now problems are back again - reduced power, engine surges, bad shaking at idle when cold.
The service manager at our branch basically said "the computer system says nothing is wrong, all we can do is change the spark plugs if they look dirty." When I told him this wasn't acceptable he said "we clearly can't fix it, so take it to another branch".
I phoned another branch and they said they're not allowed to touch under warranty it if another branch has already looked at it.
BMW customer service says its a dealership issue which I need to sort out directly with them.
WTF?
Edited by bigbob77 on Wednesday 13th July 17:14
I would assume that you can somehow reject the car and demand your money back, if they really can't fix it.
The fact that BMW just wash their hands of it is pretty poor. Yes, they are of course right, it's a dealership issue; however, it wouldn't hurt for them to lean on the dealer a bit to try to get it sorted out.
The fact that BMW just wash their hands of it is pretty poor. Yes, they are of course right, it's a dealership issue; however, it wouldn't hurt for them to lean on the dealer a bit to try to get it sorted out.
Have you written a formal complaint to BMW customer services and escalated with them?
If so, you could try an exec email to Tim Abbott, Managing Director of BMW UK. It will at worst get picked up by his PA and send to someone.
Write it up in a short, and I emphasise, short, email with a few bullet points. No war and peace. Be polite and factual.
His email is tim.abbott@bmw.co.uk
If so, you could try an exec email to Tim Abbott, Managing Director of BMW UK. It will at worst get picked up by his PA and send to someone.
Write it up in a short, and I emphasise, short, email with a few bullet points. No war and peace. Be polite and factual.
His email is tim.abbott@bmw.co.uk
zaphod42 said:
Yes thanks, which is why I deleted it less than 20 secs after posting. Thanks for your help though, it was most constructive to this thread. Have a 
for all your hard work.
Calm down chap. After all, it was you who was a little trigger happy with the response. for all your hard work.We all get on here
Google the 20i engine. Sorry to break it to you, but it is a dog in many ways, and a number of people have had issues that BMW have been unable to fix.
Here is a link to loads of people with issues with the same engine in the E9X 3 series.
http://www.e90post.com/forums/showthread.php?t=136...
Here is a link to loads of people with issues with the same engine in the E9X 3 series.
http://www.e90post.com/forums/showthread.php?t=136...
Zed Ed said:
Just turn up at the dealers on a busy sales day for them, park the car antisocially, for example, in front of the demonstrators, go inside and tell your story loudly in the middle of the showroom.
The only way to deal with BMW and worked for me
Target the food chain!
This tactic works with VW as well. The only way to deal with BMW and worked for me
Target the food chain!
bigbob77 said:
We got an approved used BMW 120i last year that has been in to our local branch 4 times for engine repairs, and twice repaired at the side of the road by recovery truck (covered by warranty but the courtesy car insurance is getting expensive!).
All problems seem to be related - first they blamed the coils (changed them four times, along with spark plugs and injectors), then they blamed the spark plugs for having "black deposits" so they replaced them again (only 1 month after the previous set was fitted by them!)
Now problems are back again - reduced power, engine surges, bad shaking at idle when cold.
The service manager at our branch basically said "the computer system says nothing is wrong, all we can do is change the spark plugs if they look dirty." When I told him this wasn't acceptable he said "we clearly can't fix it, so take it to another branch".
I phoned another branch and they said they're not allowed to touch under warranty it if another branch has already looked at it.
BMW customer service says its a dealership issue which I need to sort out directly with them.
WTF?
This is normal with modern BMWsAll problems seem to be related - first they blamed the coils (changed them four times, along with spark plugs and injectors), then they blamed the spark plugs for having "black deposits" so they replaced them again (only 1 month after the previous set was fitted by them!)
Now problems are back again - reduced power, engine surges, bad shaking at idle when cold.
The service manager at our branch basically said "the computer system says nothing is wrong, all we can do is change the spark plugs if they look dirty." When I told him this wasn't acceptable he said "we clearly can't fix it, so take it to another branch".
I phoned another branch and they said they're not allowed to touch under warranty it if another branch has already looked at it.
BMW customer service says its a dealership issue which I need to sort out directly with them.
WTF?
Edited by bigbob77 on Wednesday 13th July 17:14
As much as I would like to extole the virtues of a decent BMW dealer, alas I too am faced with my car going back for a third time to cure an existing problem, which they seem to be incapable of fixing.....
PS... The Alpina boys have lots of 'fun' with their nominted dealer, should you care to visit the Alpina Register forum.....
Not a constructive note, but just to know that you are not alone.
Marto.....
PS... The Alpina boys have lots of 'fun' with their nominted dealer, should you care to visit the Alpina Register forum.....
Not a constructive note, but just to know that you are not alone.
Marto.....
Make sure you have every visit documented. Keep all service paperwork. Then prepare a factual and unemotional letter, which you should send to the MD of the dealership, cc'ing Customer Service at BMW. Make sure that your letter makes it clear that if it not resolved satisfactorily, then you will be forwarding this case to the local trading standards office for their consideration for selling goods which "are not of merchantable quality or fit for purpose". The last thing any dealer wants is trading standards looking into their sales or service procedures. Always be polite, but firm, and don't keep accepting the car if it's not fixed. Make the dealer pay for all courtesy car charges until it's fixed.
Good luck.
Good luck.
Gruber said:
Zed Ed said:
Just turn up at the dealers on a busy sales day for them, park the car antisocially, for example, in front of the demonstrators, go inside and tell your story loudly in the middle of the showroom.
The only way to deal with BMW and worked for me
Target the food chain!
This tactic works with VW as well. The only way to deal with BMW and worked for me
Target the food chain!
Moral is, it's always worth a try
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