BMW Service 'Customer Service'
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Hello, thought I'd let you know of some bad experience from a BMW dealer's service department which happened this afternoon.
We have a BMW X5, 15 months old with all the toys including a powered bootlid. Recently went in for its first service. Other than the service, the only thing we asked dealer to look at was the 3rd brake light as it was coming on a bit late. Other than that, it was working just fine.
The dealer contacts us and explains they've removed the spoiler bracket which houses the 3rd brake light and found a cable had been trapped. Ordered new part and car comes back 3 days later, all fixed no problems.
2 weeks later, when opening the boot with the key fob, bootlid opens and hear a huge cracking sound. Manually put bootlid down and find spoiler has come out of place on left side and scratched the paint off the spoiler and the very back of the main roof where they've rubbed against each other.
Today, dealer collects car to repair it. Rings back at 5pm to inform us they are not repairing the car under warranty as they think it's not a warranty claim and incinuated it was user damaged - even though all you need to do to open the boot is press the button!?
Seems to me too coincidental that the bracket which itself wasn't broken before and had never been a problem, suddenly breaks 2 weeks after being taken off and put back on? In fact, when when we booked today's service a few weeks ago, the same service technician spotted the car and came over and said taking the bracket off the last time was 'very fiddly' so maybe it was badly refitted?. But the dealer refuses to accept either it was fitted incorrectly or a faulty new part. It could just be coincidence for sure, but how on earth can they say it's not a warranty claim?
No outcome at the moment; only happened late this afternoon. Have escalated immediately with BMW Customer Service who are now speaking with the dealer to hopefully sort it out.
I'm not gonna let it go, so am fairly confident it will be fixed soon, but wondering if anybody has got any suggestions or similar experiences?
Best
David
We have a BMW X5, 15 months old with all the toys including a powered bootlid. Recently went in for its first service. Other than the service, the only thing we asked dealer to look at was the 3rd brake light as it was coming on a bit late. Other than that, it was working just fine.
The dealer contacts us and explains they've removed the spoiler bracket which houses the 3rd brake light and found a cable had been trapped. Ordered new part and car comes back 3 days later, all fixed no problems.
2 weeks later, when opening the boot with the key fob, bootlid opens and hear a huge cracking sound. Manually put bootlid down and find spoiler has come out of place on left side and scratched the paint off the spoiler and the very back of the main roof where they've rubbed against each other.
Today, dealer collects car to repair it. Rings back at 5pm to inform us they are not repairing the car under warranty as they think it's not a warranty claim and incinuated it was user damaged - even though all you need to do to open the boot is press the button!?
Seems to me too coincidental that the bracket which itself wasn't broken before and had never been a problem, suddenly breaks 2 weeks after being taken off and put back on? In fact, when when we booked today's service a few weeks ago, the same service technician spotted the car and came over and said taking the bracket off the last time was 'very fiddly' so maybe it was badly refitted?. But the dealer refuses to accept either it was fitted incorrectly or a faulty new part. It could just be coincidence for sure, but how on earth can they say it's not a warranty claim?
No outcome at the moment; only happened late this afternoon. Have escalated immediately with BMW Customer Service who are now speaking with the dealer to hopefully sort it out.
I'm not gonna let it go, so am fairly confident it will be fixed soon, but wondering if anybody has got any suggestions or similar experiences?
Best
David
Well I would insist that BMW UK send someone to have a look...I very much doubt you will resolve this without getting them involved. Default position on these things tends to be denial....the mechanic that bodged is unlikely to own up.
If you are a long standing customer I would get the sales dept involved.
Does sound likely it's related to the previous but because it didn't happen straight away it does weaken your case.
If you are a long standing customer I would get the sales dept involved.
Does sound likely it's related to the previous but because it didn't happen straight away it does weaken your case.
Bumble SV said:
Which dealer?
it's Harwoods which I understand is just an Authorised Repair Centre (if that makes any difference). Still carries the BMW logo but...On another forum, placed the same thread. Somebody has interestingly come back and said that as the dealer has removed and refitted that item, it's now a claim against THEM not a warranty claim, which is why they're wriggling a lot - ie they'd have to pay for it, not BMW
Interesting to see what BMW UK says later...
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