BMW warranty diagnostic fee... Normal?
Discussion
Court_S said:
Has he taken the car back to the supplying dealer? If not perhaps that is why.
I’ve never been asked to pay for a diagnostic fee for any of the warranty work on the new or a AUC’s I’ve bought from BMW / MINI.
I had it once with MINI on a convertible roof squeak. The car was 6 months old and bought new. It was intermittent, but I had video recording of it, and pointing at exactly where it was coming from. They'd already failed to fix it once, and on trying to book it in again, I was told it would be £80+VAT for a diagnostic fee, and a courtesy car would be chargeable as well.I’ve never been asked to pay for a diagnostic fee for any of the warranty work on the new or a AUC’s I’ve bought from BMW / MINI.
A PM to MINI UK's Facebook page got it sorted. Not only did they not charge me for either the work or the courtesy car, but they actually fixed the fault as well.
Current MINI has been faultless, so can't comment. As has my i30N, although from what I'm hearing from an owners group I'm in, Hyundai dealers are even worse, and getting anything authorised under warranty is basically a crapshoot.
Surely you don't pay in advance, you are just being advised that if the warranty does not cover it (i.e. user error caused it), then there will be a cost to cover even if the work goes no further?
I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
MikeM6 said:
Surely you don't pay in advance, you are just being advised that if the warranty does not cover it (i.e. user error caused it), then there will be a cost to cover even if the work goes no further?
I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
This is my experience too: advised of potential cost and asked for CC in case the warranty doesn't cover it (3 yr standard one) but no funds taken.I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
MikeM6 said:
Surely you don't pay in advance, you are just being advised that if the warranty does not cover it (i.e. user error caused it), then there will be a cost to cover even if the work goes no further?
I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
Yes, he's been asked to pay it upfront.I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
I wouldn't mind if it was something that could be external damage/wear and tear, ie handling, suspension, brakes etc..
I've advised him to contact Bmw customer service to ask if it's policy nowadays.
I'll report back when they've answered him.
Why upset a loyal, repeat customer, for something that's almost certainly going to be covered under warranty?
I don't get it.
Forgot to add that I had a cracker once with an exhaust valve on my RRS. Story is EML came on, called out LR Assist who said exhaust PCV (I think) valve needed replacing and should be a warranty item, needs to go to dealer. Off I trot to a dealer who gives me the party line of diagnostic fee if non-warranty item (car is on Extended Warranty at this point). Fine says I, confident that it's a warranty item so no bother. Couple of hours later dealer confirms valve thingy but not a warranty item therefore £3.5k plus diagnostic fee of £165, thank you very much.
Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
Edited by Spleen on Tuesday 15th June 17:28
Spleen said:
Trevor555 said:
Yes, he's been asked to pay it upfront.
I'm really surprised at this, they never used to especially if it was still within three years. V odd unless someone at the dealership has their wires crossed? Schoolboy error if so.From my recent experience with a BMW i3, and comparing how I was treated to how others on the i3 Facebook group were treated, it would seem that BMW dealers are hugely variable in the way that customers are treated. A recent recall meant that a lot of i3s were going back to their local BMW and the group members reported everything from 'sweet FA' all the way through to BMW-supplied courtesy cars or a freebie from their local Enterprise (I think it was) while the work was being done. I was down at the 'sweet FA' end of the scale which was a bit annoying given that it was pissing down with rain when I had to walk from the dealer to the train station...
I would very much agree that having to pay up-front for something that's highly likely to be covered by the warranty, particularly when it's back at the supplying dealer, is a bit strong.
I would very much agree that having to pay up-front for something that's highly likely to be covered by the warranty, particularly when it's back at the supplying dealer, is a bit strong.
Spleen said:
My experience (BMW and LR) has been that if the car is still under manufacturer's warranty, normally around three years, then no diagnostic fee. If over three years and on an Extended Warranty then fee still applies but if it's a warranty item then it's waived. If not, dig deep and prepare to grumble.
Volvo similar. If they find something wrong that the warranty will cover then it’s refunded/not charged.
If they find a fault not covered by the warranty then it’s pay up time.
Trevor555 said:
MikeM6 said:
Surely you don't pay in advance, you are just being advised that if the warranty does not cover it (i.e. user error caused it), then there will be a cost to cover even if the work goes no further?
I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
Yes, he's been asked to pay it upfront.I have never paid upfront for any dealer work, and I now take my car to the dealer as they are far more reliable than any specialist I have used recently. Prices are expensive, but so is everyone else.
I wouldn't mind if it was something that could be external damage/wear and tear, ie handling, suspension, brakes etc..
I've advised him to contact Bmw customer service to ask if it's policy nowadays.
I'll report back when they've answered him.
Why upset a loyal, repeat customer, for something that's almost certainly going to be covered under warranty?
I don't get it.
Edited by MikeM6 on Tuesday 15th June 19:23
I wasn’t even charged for the courtesy cars in my last few issues, I was told it was £12 a day but when I’ve taken them back they didn’t ask for any cash.
The experience does seem to vary dealer to dealer. Stratstone have been awful in my experiences with them but I’ve found my local Sytner very good.
The experience does seem to vary dealer to dealer. Stratstone have been awful in my experiences with them but I’ve found my local Sytner very good.
It's not that uncommon.
Technically nothing is warranty until diagnosed and verified though a lot of dealers will let that ethos slide if it's pretty new / supplying dealer etc but it's not a given.
Say the dealer spends their standard hour or whatever investigating and it transpires the dogs chewed the loom or somebody has split washer fluid on a control module, BMW won't cover any time spent so who will?
Used to regularly advise all customers in advance that should it transpire the issue wasn't warranty related or if the diagnosis time exceeded what the manufacturer would cover or if any addition non warranty work was needed at the same time, they'd be liable. If they didn't agree in principle, the car rarely got beyond the car park. Reason being, dealer group was losing hours hand over fist and wanted to tighten.
Yes it perhaps seems a bit militant but I'm sure an amicable resolution could be found but it's worth considering the situation from the other side. Dealers are franchises, every hour is accountable and payment is usually warranty, dealer themselves, private customer it fleet etc. In short, somebody has to pay... none of us would work for free.
Technically nothing is warranty until diagnosed and verified though a lot of dealers will let that ethos slide if it's pretty new / supplying dealer etc but it's not a given.
Say the dealer spends their standard hour or whatever investigating and it transpires the dogs chewed the loom or somebody has split washer fluid on a control module, BMW won't cover any time spent so who will?
Used to regularly advise all customers in advance that should it transpire the issue wasn't warranty related or if the diagnosis time exceeded what the manufacturer would cover or if any addition non warranty work was needed at the same time, they'd be liable. If they didn't agree in principle, the car rarely got beyond the car park. Reason being, dealer group was losing hours hand over fist and wanted to tighten.
Yes it perhaps seems a bit militant but I'm sure an amicable resolution could be found but it's worth considering the situation from the other side. Dealers are franchises, every hour is accountable and payment is usually warranty, dealer themselves, private customer it fleet etc. In short, somebody has to pay... none of us would work for free.
Spleen said:
Forgot to add that I had a cracker once with an exhaust valve on my RRS. Story is EML came on, called out LR Assist who said exhaust PCV (I think) valve needed replacing and should be a warranty item, needs to go to dealer. Off I trot to a dealer who gives me the party line of diagnostic fee if non-warranty item (car is on Extended Warranty at this point). Fine says I, confident that it's a warranty item so no bother. Couple of hours later dealer confirms valve thingy but not a warranty item therefore £3.5k plus diagnostic fee of £165, thank you very much.
Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
Land Rover take the biscuit with their approved warranty, specifically excludes anything classified as a design fault.Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
Edited by Spleen on Tuesday 15th June 17:28
Therefore when your engine snaps it’s crank, as they often do, it’s not a warranty job but a known fault.
You then have to pray for some Land Rover goodwill, which I’ve read online can vary between 0-100%!
Davie said:
It's not that uncommon.
Technically nothing is warranty until diagnosed and verified though a lot of dealers will let that ethos slide if it's pretty new / supplying dealer etc but it's not a given.
Say the dealer spends their standard hour or whatever investigating and it transpires the dogs chewed the loom or somebody has split washer fluid on a control module, BMW won't cover any time spent so who will?
Used to regularly advise all customers in advance that should it transpire the issue wasn't warranty related or if the diagnosis time exceeded what the manufacturer would cover or if any addition non warranty work was needed at the same time, they'd be liable. If they didn't agree in principle, the car rarely got beyond the car park. Reason being, dealer group was losing hours hand over fist and wanted to tighten.
Yes it perhaps seems a bit militant but I'm sure an amicable resolution could be found but it's worth considering the situation from the other side. Dealers are franchises, every hour is accountable and payment is usually warranty, dealer themselves, private customer it fleet etc. In short, somebody has to pay... none of us would work for free.
Yes, I get all of that, and I explained similar to my friend.Technically nothing is warranty until diagnosed and verified though a lot of dealers will let that ethos slide if it's pretty new / supplying dealer etc but it's not a given.
Say the dealer spends their standard hour or whatever investigating and it transpires the dogs chewed the loom or somebody has split washer fluid on a control module, BMW won't cover any time spent so who will?
Used to regularly advise all customers in advance that should it transpire the issue wasn't warranty related or if the diagnosis time exceeded what the manufacturer would cover or if any addition non warranty work was needed at the same time, they'd be liable. If they didn't agree in principle, the car rarely got beyond the car park. Reason being, dealer group was losing hours hand over fist and wanted to tighten.
Yes it perhaps seems a bit militant but I'm sure an amicable resolution could be found but it's worth considering the situation from the other side. Dealers are franchises, every hour is accountable and payment is usually warranty, dealer themselves, private customer it fleet etc. In short, somebody has to pay... none of us would work for free.
But they have asked him to pay £160 up front.
Spleen said:
Forgot to add that I had a cracker once with an exhaust valve on my RRS. Story is EML came on, called out LR Assist who said exhaust PCV (I think) valve needed replacing and should be a warranty item, needs to go to dealer. Off I trot to a dealer who gives me the party line of diagnostic fee if non-warranty item (car is on Extended Warranty at this point). Fine says I, confident that it's a warranty item so no bother. Couple of hours later dealer confirms valve thingy but not a warranty item therefore £3.5k plus diagnostic fee of £165, thank you very much.
Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
The really daft thing is it doesn't seem to matter have bad LR dealer customer service is, people keep buying them! So why should they worry?Not a happy bunny was I and voiced my observations, calmly I might add but voiced all the same. Service bloke 'does me a favour' and agrees to ask for goodwill from LR as long as I pay the diagnostic fee. LR eventually cough up 100% so happy days. My wife then enquired about the diagnostic fee that I had to pay only to be told that even though LR paid in full it still wasn't considered a warranty item therefore no dice, £165 must be paid.
Robbers!
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