New gearbox warranty quibble
Discussion
Hi all, first time post here and hoping someone can share any ideas. Will try to keep the story as simple as possible!
In March last year bought a 15 plate active tourer 220D auto with 23k on the clock from our local ford dealer who had one that been traded in. 1 owner, mint conditioner, FSH etc. When we bought it there was a service due which Ford did and we have a service receipt, they advised they couldn't put it on the computer as they didn't have the BMW system. Have had the extended BMW warranty on it from the day we bought it and up until last week no problems at all, was driving on the motorway and got the powertrain warning message. Didn't affect the driving, got home, switched it off, started up again 10 minutes later and no warning. Next day, similar story, so I called BMW and a guy came out, plugged his reader in and it was showing a gearbox leak of some kind. Took it into BMW and they called today and said it needs a new gearbox (or at least they don't repair the faults on them) and their schedule just says to replace it. Happy days I thought, it'll be covered by the warranty. He then tells me that they need to see evidence of the last service which isn't on their system, and it needs to state the exact oil and filters that were used. I've sent over the invoice which just says, Castrol Oil and BMW filter, and now I'm waiting for the dreaded call back once they get the answer from the warranty people. Now I might be lucky and they just accept this, or they might be trying to wriggle out of a £7k repair job and ask me to get detailed proof from ford of the exact parts used (i'm planning to go to Ford tomorrow to get this info if they have it). If they don't have it, or if BMW say it doesn't meet their requirements and Ford didn't service it according to the schedule, where does this leave me? Do I have any right to take up the complaint with Ford for not using the specified parts/oil? I'm s**ting myself a bit as I haven't got 7k to pay to replace it. And given that they've not opened the gearbox to see if there is actually a leak of any significance at all, it may be repairable by someone else. Apparently these gearboxes are sealed units and don't require oil replacements etc. Oh and there was also a small sign of coolant leak in the engine (bit of blue grime on a pipe) even though the coolant level was fine, and they claimed that is connected to this gearbox issue? It's only done 30k btw.
Sorry for the long post and TIA!
In March last year bought a 15 plate active tourer 220D auto with 23k on the clock from our local ford dealer who had one that been traded in. 1 owner, mint conditioner, FSH etc. When we bought it there was a service due which Ford did and we have a service receipt, they advised they couldn't put it on the computer as they didn't have the BMW system. Have had the extended BMW warranty on it from the day we bought it and up until last week no problems at all, was driving on the motorway and got the powertrain warning message. Didn't affect the driving, got home, switched it off, started up again 10 minutes later and no warning. Next day, similar story, so I called BMW and a guy came out, plugged his reader in and it was showing a gearbox leak of some kind. Took it into BMW and they called today and said it needs a new gearbox (or at least they don't repair the faults on them) and their schedule just says to replace it. Happy days I thought, it'll be covered by the warranty. He then tells me that they need to see evidence of the last service which isn't on their system, and it needs to state the exact oil and filters that were used. I've sent over the invoice which just says, Castrol Oil and BMW filter, and now I'm waiting for the dreaded call back once they get the answer from the warranty people. Now I might be lucky and they just accept this, or they might be trying to wriggle out of a £7k repair job and ask me to get detailed proof from ford of the exact parts used (i'm planning to go to Ford tomorrow to get this info if they have it). If they don't have it, or if BMW say it doesn't meet their requirements and Ford didn't service it according to the schedule, where does this leave me? Do I have any right to take up the complaint with Ford for not using the specified parts/oil? I'm s**ting myself a bit as I haven't got 7k to pay to replace it. And given that they've not opened the gearbox to see if there is actually a leak of any significance at all, it may be repairable by someone else. Apparently these gearboxes are sealed units and don't require oil replacements etc. Oh and there was also a small sign of coolant leak in the engine (bit of blue grime on a pipe) even though the coolant level was fine, and they claimed that is connected to this gearbox issue? It's only done 30k btw.
Sorry for the long post and TIA!
Edited by flyingguy on Monday 8th June 19:31
There is no book to stamp, I just have the receipt. I'm guessing as it's a big expensive job to replace it, they are trying to find anything they can to avoid paying out. Even though I could argue it's nothing to do with the oil change, if they are just using the argument that it wasn't serviced according to the schedule or with the exact parts (even though I think Ford did use the right parts), what can I do it argue it?
Well that's something I hope I won't have to consider, but would legal advice be in regards to BMWs handling of the claim or Ford if it turns out they didn't use the correct parts? The annoying part is that the 'failure' is based on their computer reading, it's driving perfectly and not seen any evidence of an oil leak!
Look at it from the dealers point of view - I don’t think they are trying to find ways out of paying - bmw warranty is normally pretty good at covering things - but the dealer is in the middle of you as the customer and bmw warranty themselves. The dealer is just a franchise and if they don’t make sure their arse is covered by ticking all the boxes - bmw warranty will refuse to payout to the dealer to cover the repairs after they have done the work.
So they just want to make sure they won’t get left holding the bill because ford didn’t do something correctly.
I don’t think you have to worry - ford should be able to confirm the correct parts and oil has been used
So they just want to make sure they won’t get left holding the bill because ford didn’t do something correctly.
I don’t think you have to worry - ford should be able to confirm the correct parts and oil has been used
So on a 2015 car it should have had 2 services and a brake fluid change,
first service based will be based on time so 2017 should have seen oil and microfilter, if this has been carried out by BMW it should show on the idrive, you should see a mileage and dealer code, click on this and it will show what was changed. If its in green it was serviced ontime, if red it was overdue.
next service would be brake fluid change, usually due in year 3, no mileage limit.
2019 should have been a full service, on the BMW this is oil, air, cabin and fuel filter. Again based on your car this will be based on age.
Some BMW's do have service books, yes it can be added online but its not always electronic online (Online its stored on KaISO which they have updated and its not as user friendly)
The oil filter will be a cartridge and the oil there are lots of choice of but usually a C3 oil 5w30. Given its a 3 year warranty i'm assuming you now have an aftermarket BMW warranty. There are plenty of companies that work on the ZF boxes so other options would be available.
I still don't see how not using a genuine oil filter can affect you warranty, if its remaped then yes that could but the engine oil makes no difference. I would be arguing with the warranty company.
first service based will be based on time so 2017 should have seen oil and microfilter, if this has been carried out by BMW it should show on the idrive, you should see a mileage and dealer code, click on this and it will show what was changed. If its in green it was serviced ontime, if red it was overdue.
next service would be brake fluid change, usually due in year 3, no mileage limit.
2019 should have been a full service, on the BMW this is oil, air, cabin and fuel filter. Again based on your car this will be based on age.
Some BMW's do have service books, yes it can be added online but its not always electronic online (Online its stored on KaISO which they have updated and its not as user friendly)
The oil filter will be a cartridge and the oil there are lots of choice of but usually a C3 oil 5w30. Given its a 3 year warranty i'm assuming you now have an aftermarket BMW warranty. There are plenty of companies that work on the ZF boxes so other options would be available.
I still don't see how not using a genuine oil filter can affect you warranty, if its remaped then yes that could but the engine oil makes no difference. I would be arguing with the warranty company.
I can't remember the exact schedule however all of the services in the iDrive were BMW, it's only the one that was due at the time of purchasing the car that seems to be the issue. All I can remember is that for a good 6 months or so it was nagging me about an inspection. I took it to a local independent BMW for it's MOT in March and to have a service, and he said it wasn't due a service. It came up a couple of weeks ago with the break fluid change due in May which I had booked in this week once the garages started opening again and obviously had to cancel as my car is still with BMW. I may be worrying over nothing, it's all to do with whether they accept that the service by ford meets the requires of the t&c's in the warranty. It's the BMW assured warranty btw.
flyingguy said:
I can't remember the exact schedule however all of the services in the iDrive were BMW, it's only the one that was due at the time of purchasing the car that seems to be the issue. All I can remember is that for a good 6 months or so it was nagging me about an inspection. I took it to a local independent BMW for it's MOT in March and to have a service, and he said it wasn't due a service. It came up a couple of weeks ago with the break fluid change due in May which I had booked in this week once the garages started opening again and obviously had to cancel as my car is still with BMW. I may be worrying over nothing, it's all to do with whether they accept that the service by ford meets the requires of the t&c's in the warranty. It's the BMW assured warranty btw.
I have BMW insured warranty and when I took it out, I rung them to ask what were the servicing requirements. The guy stated that it had to be serviced in line with the schedule, but BMW parts did not have to be used 'as long as they are of a similar quality'.I specifically queried the oil filter and he said that any known branded quality filter would suffice as long as evidence could be furnished to show it had been changed.
Higgs boson said:
Why would an oil service have any bearing on a gearbox fault?
This. If you have a 'sealed for life' gearbox, which I am sure all BMW's gearboxes are, it shouldnt affect the issue on what oil was used on the service.Must admit when I bought a vehicle from Ford , used ( company vehicle) I was a bit suspicious on it 'being' serviced. Oil was black as the night and all the tyres were half the pressure they should have been.
Well I went to ford today and got some proof of what parts were used, took it into BMW and they said that should be fine, but now they are asking for proof of servicing done prior to me buying the car. Even though both services were done at BMW garages and are on the iDrive they need proof that was input in the system was actually carried out. I wasn't given these invoices when I bought the car, so I'm now having to chase down to BMW dealers in London for copies of service reports from 2 years ago and of course these garages are still working on skeleton crews.
flyingguy said:
Well I went to ford today and got some proof of what parts were used, took it into BMW and they said that should be fine, but now they are asking for proof of servicing done prior to me buying the car. Even though both services were done at BMW garages and are on the iDrive they need proof that was input in the system was actually carried out. I wasn't given these invoices when I bought the car, so I'm now having to chase down to BMW dealers in London for copies of service reports from 2 years ago and of course these garages are still working on skeleton crews.
If the services are shown as being carried out on the BMW system, why do they want you to check? There were inputted by BMW dealerships and they have access to the system. The dealer you are dealing with is being pedantic methinks.
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