Goodwill gesture advice.
Discussion
I'm looking for a bit of advice regarding an issue my dad has with a BMW dealer and a goodwill gesture he received.
Basically around three months ago, the turbo went in my dads 07 plate X5. It has covered 38k with full BMW service history. He booked it into his usual dealer who carried out the repair at a cost of £2500.
Due to the issues he has had with the car and the fact it was low miles, the dealer got in touch with customer services and about a month after the repair, he got a letter for goodwill to the tune of £1600. He obviously accepted this and wrote a letter to the dealer thanking them for there customer service.
Forward three months and the dealer has now been on the phone this week asking for £800 back as they made a mistake. he has told them he has no intention of paying it as he took it in good faith that it was a genuine goodwill offer.
As of today he has now had threatening phone calls saying that the girl who made the mistake is now looking at the sack and the next time he hears from them will be through a lawyers letter.
My view is that it is disgusting behaviour when it is clearly their mistake. I have told him to phone BMW customer services for their take on it.
Any thoughts on where he stands on this?
Cheers
Basically around three months ago, the turbo went in my dads 07 plate X5. It has covered 38k with full BMW service history. He booked it into his usual dealer who carried out the repair at a cost of £2500.
Due to the issues he has had with the car and the fact it was low miles, the dealer got in touch with customer services and about a month after the repair, he got a letter for goodwill to the tune of £1600. He obviously accepted this and wrote a letter to the dealer thanking them for there customer service.
Forward three months and the dealer has now been on the phone this week asking for £800 back as they made a mistake. he has told them he has no intention of paying it as he took it in good faith that it was a genuine goodwill offer.
As of today he has now had threatening phone calls saying that the girl who made the mistake is now looking at the sack and the next time he hears from them will be through a lawyers letter.
My view is that it is disgusting behaviour when it is clearly their mistake. I have told him to phone BMW customer services for their take on it.
Any thoughts on where he stands on this?
Cheers
The letter is from the dealer. I've told him to ignore them and get onto customer service for their take on it. I can't believe they are acting like this over £800 which is to my eyes, is their mistake.
They have offered a free service but it doesn't need one and he is getting shot of it in the next few months so this was declined.
Needless to say, it won't be another BMW.
They have offered a free service but it doesn't need one and he is getting shot of it in the next few months so this was declined.
Needless to say, it won't be another BMW.
I wonder of the Dealer has had the out of warranty goodwill claim either canned or reduced, or perhaps it was never properly authorised in the first place?
Anyhow, they are well out of order, given that £800 is most likely less than any decent tech will recoup each day.
And for threatening some poor girl with the boot is beyond the pale in my opinion.
Anyhow, they are well out of order, given that £800 is most likely less than any decent tech will recoup each day.
And for threatening some poor girl with the boot is beyond the pale in my opinion.
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