Poor new BMW quality / service
Discussion
I bought brand new in July 2018 a BMW 640i M sport convertible, after having previously owned an approved used 2012 BMW 640i M Sport convertible which was solid and reliable. As such I know how good they can be and what options I wanted on my new car. So I treated myself turning 40. An overview of my car is below:
Sonic speed blue with black leather
Variable dampers (one of the best options)
M Sport Plus package (20” wheels, heads-up display, HK stereo & speed display)
Soft close doors
Carbon fibre trim
hi gloss Shadowline including front and wing grills and door handles
Driving assistant
Parking assistant
Adaptive LED headlights with Auto function
Massage seats
Comfort seats
Apple car play
Heated steering wheel
Remote services
Wind deflector with bag
genuine BMW boot liner
M sport LED door projectors
There’s more but you get the idea I wanted a high spec good car. This is what has been replaced in 18 months:
N/S door carbon trim
N/S door sill trim
N/S park assist sensor replacement Heated Rear Screen replacement
Boot badge replacement
Rear Brake Light Replacement
Wheel badge replacement
Centre arm rest replacement
Second Heated Rear Screen Replacement
Complete interior convertible hood replacement
O/S park assist sensor replacement Second boot badge replacement
Centre Speaker to be replaced
Front camera currently intermittent fault
Rear camera blue
O/S wing camera flickers
HUD goes faint until car turned off and on again
Plus there have been electrical glitches that required software updates to resolve
I recently enquired about rejection / assistance into a different car that’s reliable.
BMW said I need to liaise with supplying dealer as they won’t accept rejection. But will try to assist the dealer where possible into a different car. This is the dealers reply.
I’d like to add I never let them clean my car. It was not even clean on handover. Muddy wheel arches and mud across front bumper.
Yes I have been meticulous, but I just want what I paid for when buying a premium product brand new. Having covered 250,000 approximately in my previously used BMWs. I’d expect a new one that cost more than all of the others combined, to serve me as well or better, as nobody has mistreated it. Is that so unreasonable?
Sonic speed blue with black leather
Variable dampers (one of the best options)
M Sport Plus package (20” wheels, heads-up display, HK stereo & speed display)
Soft close doors
Carbon fibre trim
hi gloss Shadowline including front and wing grills and door handles
Driving assistant
Parking assistant
Adaptive LED headlights with Auto function
Massage seats
Comfort seats
Apple car play
Heated steering wheel
Remote services
Wind deflector with bag
genuine BMW boot liner
M sport LED door projectors
There’s more but you get the idea I wanted a high spec good car. This is what has been replaced in 18 months:
N/S door carbon trim
N/S door sill trim
N/S park assist sensor replacement Heated Rear Screen replacement
Boot badge replacement
Rear Brake Light Replacement
Wheel badge replacement
Centre arm rest replacement
Second Heated Rear Screen Replacement
Complete interior convertible hood replacement
O/S park assist sensor replacement Second boot badge replacement
Centre Speaker to be replaced
Front camera currently intermittent fault
Rear camera blue
O/S wing camera flickers
HUD goes faint until car turned off and on again
Plus there have been electrical glitches that required software updates to resolve
I recently enquired about rejection / assistance into a different car that’s reliable.
BMW said I need to liaise with supplying dealer as they won’t accept rejection. But will try to assist the dealer where possible into a different car. This is the dealers reply.
I’d like to add I never let them clean my car. It was not even clean on handover. Muddy wheel arches and mud across front bumper.
Yes I have been meticulous, but I just want what I paid for when buying a premium product brand new. Having covered 250,000 approximately in my previously used BMWs. I’d expect a new one that cost more than all of the others combined, to serve me as well or better, as nobody has mistreated it. Is that so unreasonable?
Edited by cossievin on Tuesday 3rd March 04:22
That reply would leave me fuming. How can they excuse faults on the car as 'having massive attention to detail'?!
I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
_Hoppers said:
That reply would leave me fuming. How can they excuse faults on the car as 'having massive attention to detail'?!
I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
Thank you so much for that info, I’ll use that in my next call. I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
I don't think that you're being unreasonable at all. I'm exactly that same and have been with dealers in the past.
In my experience, most main dealers (even premium brands) become desensitised to how their customers see their cars. They see them as a product to shift, rather than from the customer's POV that it's a big purchase that they'll likely take a lot of pride in the buying experience.
I've been met with the same confused faces when I've mentioned imperfections. It's strange really, given BMW's ethos.
In my experience, most main dealers (even premium brands) become desensitised to how their customers see their cars. They see them as a product to shift, rather than from the customer's POV that it's a big purchase that they'll likely take a lot of pride in the buying experience.
I've been met with the same confused faces when I've mentioned imperfections. It's strange really, given BMW's ethos.
My first brand new BMW was an F650GS motorbike. Through all the hype of BMW customer service I was expecting something special. The list of problems I had being
Faulty head bearing before first service was due.
Dealer damaging front mudguard
Dealer scratched clutch cover and painted it without telling me. I only found out when it started to flake off!
Dealer put a scratch around rim when replacing tyres.
Dashboard bulb failing within first year
Corroding swing arm end caps
Corroding engine casing. Then engine not filled with enough oil when casing was replaced!
Failed starter button
Dealer made me feel as if I was the problem, on top of his general miserable attitude it almost put me off BMW for life!
I sold the bike to a neighbour 3 years later. He ran it for about a year then the engine seized (after about 16k)
I had this after the 650 and had zero problems with it when I sold it at 36k
Faulty head bearing before first service was due.
Dealer damaging front mudguard
Dealer scratched clutch cover and painted it without telling me. I only found out when it started to flake off!
Dealer put a scratch around rim when replacing tyres.
Dashboard bulb failing within first year
Corroding swing arm end caps
Corroding engine casing. Then engine not filled with enough oil when casing was replaced!
Failed starter button
Dealer made me feel as if I was the problem, on top of his general miserable attitude it almost put me off BMW for life!
I sold the bike to a neighbour 3 years later. He ran it for about a year then the engine seized (after about 16k)
I had this after the 650 and had zero problems with it when I sold it at 36k
Edited by _Hoppers on Tuesday 3rd March 09:21
_Hoppers said:
That reply would leave me fuming. How can they excuse faults on the car as 'having massive attention to detail'?!
I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
Thanks for this, do you have a link please? I can’t find it. I had a product replaced when out of warranty by quoting what the manufacturer say on their website RE high quality/best materials etc.
Had a quick search for 'BMW attention to detail' and found this on a BMW site-
"The ultimate driving experience is not achieved through broad strokes or clever shortcuts; it requires attention to detail and unwavering commitment to perfection. Every element, every choice, and every moment must be thoroughly considered and then elevated to its most refined state. This is the inspiration and driving force behind Bayerische Motoren Werkes – BMW’s most elegant range of driving machines."
Quote this back to them.
https://www.bmw.co.uk/en/footer/experience-bmw/bmw...
Edited to add that it appears to only refer to 7 and 8 series bespoke trim.
Edited to add that it appears to only refer to 7 and 8 series bespoke trim.
timbo999 said:
https://www.bmw.co.uk/en/footer/experience-bmw/bmw...
Edited to add that it appears to only refer to 7 and 8 series bespoke trim.
Yeah, but worth a punt though. I'd say the 6 series is up there. I'd probably find other quotes tooEdited to add that it appears to only refer to 7 and 8 series bespoke trim.
"Our dedicated team of quality experts make it their daily mission to ensure that premium materials continue to be the building blocks of our premium vehicles.
That’s why we are always looking for specialists with a real feel for quality to select the right cutting-edge materials for each and every part of our vehicles – and an uncompromising eye for detail to test and ensure they meet our world-class standards.
Your unwavering commitment to delivering ‘a perfect job’ and inspired approach to looking after the tiniest details could make a huge difference to our quality management – and go a long way towards enhancing the premium experience BMW customers can enjoy in future."
For a job ad, but still!...............
https://www.bmwgroup.jobs/gb/en/jobfields/quality....
That’s why we are always looking for specialists with a real feel for quality to select the right cutting-edge materials for each and every part of our vehicles – and an uncompromising eye for detail to test and ensure they meet our world-class standards.
Your unwavering commitment to delivering ‘a perfect job’ and inspired approach to looking after the tiniest details could make a huge difference to our quality management – and go a long way towards enhancing the premium experience BMW customers can enjoy in future."
For a job ad, but still!...............
https://www.bmwgroup.jobs/gb/en/jobfields/quality....
"Quality.
Quality from the outset: The same standards for quality, safety and careful use of resources apply at all production sites within the BMW Group’s international production network. Innovative production technologies and employees’ high level of expertise guarantee that more than 20,000 individual parts can be turned into premium vehicles “made by BMW”. The flexible and innovative production at BMW Group plants is geared towards customer benefit, making it possible to meet individual customer wishes on schedule, swiftly and flexibly. The required processes are very complex and can only be run within highly flexible structures – both issues the BMW Group masters well."
https://www.bmwgroup.com/en/company/production.htm...
You get the idea!?
Quality from the outset: The same standards for quality, safety and careful use of resources apply at all production sites within the BMW Group’s international production network. Innovative production technologies and employees’ high level of expertise guarantee that more than 20,000 individual parts can be turned into premium vehicles “made by BMW”. The flexible and innovative production at BMW Group plants is geared towards customer benefit, making it possible to meet individual customer wishes on schedule, swiftly and flexibly. The required processes are very complex and can only be run within highly flexible structures – both issues the BMW Group masters well."
https://www.bmwgroup.com/en/company/production.htm...
You get the idea!?
Thank you all for your help and links. I am fuming and this has been escalated first thing this morning. There was no 8 at the time so I have used the quote as the 6 was the premium coupe / convertible at the time.
For the last quality link and description. I can’t find it, could you please screenshot it? I’d like to use all I can.
This is from the dealers wall:
For the last quality link and description. I can’t find it, could you please screenshot it? I’d like to use all I can.
This is from the dealers wall:
cossievin said:
Thank you all for your help and links. I am fuming and this has been escalated first thing this morning. There was no 8 at the time so I have used the quote as the 6 was the premium coupe / convertible at the time.
For the last quality link and description. I can’t find it, could you please screenshot it? I’d like to use all I can.
This is from the dealers wall:
Scroll down to "Focusing on production: our mission" then click on the 'Quality' imageFor the last quality link and description. I can’t find it, could you please screenshot it? I’d like to use all I can.
This is from the dealers wall:
PS Good spot they can't argue with you now! Hoisted by their own pertard!
Edited by _Hoppers on Tuesday 3rd March 10:14
Edited by _Hoppers on Tuesday 3rd March 10:15
GTEYE said:
I'm not doubting you, but what on earth happened that 2 boot badges were replaced?
Normally the only way for these to fail is through neglect (not cleaned) or through external damage (harsh chemical cleaners).
I'm just curious what the issue was.
Mate has a 1 series, he's had a new boot badge because the rubber stop fell off. Instead of replacing just the rubber stop they replaced the whole mechanism!Normally the only way for these to fail is through neglect (not cleaned) or through external damage (harsh chemical cleaners).
I'm just curious what the issue was.
Firstly, I have had next to no faults on my F30 335d. Any that I have had are design faults, not manufacturing or supplier faults, so as such not really repairable (no tail lamps when front DRLs are on, is an example, and the dealer declined to code them in, even though they know it is possible).
Secondly, the faults you highlight OP, are either there or not there. I would complain about them too. The sneering reply about a ‘wonky’ number plate says all you need to know about the dealer. Dealers put number plates on, they affix firmly, and should be fixed correctly, this is not a 12 year old car!
ETA: in the past, I have run weekly quality meetings for a major auto-manufacturer, and typically the items that come up from dealers would be investigated quite thoroughly. Typical issues such as failed electricals would traced down to result in, e.g., improved connector gaiters, (or repositioning such connectors in the long term). These items are not trivial, they are bread-and-butter to quality feedback. The dealer is ducking his responsibility both to fix them, and to feed the issues back.
Secondly, the faults you highlight OP, are either there or not there. I would complain about them too. The sneering reply about a ‘wonky’ number plate says all you need to know about the dealer. Dealers put number plates on, they affix firmly, and should be fixed correctly, this is not a 12 year old car!
ETA: in the past, I have run weekly quality meetings for a major auto-manufacturer, and typically the items that come up from dealers would be investigated quite thoroughly. Typical issues such as failed electricals would traced down to result in, e.g., improved connector gaiters, (or repositioning such connectors in the long term). These items are not trivial, they are bread-and-butter to quality feedback. The dealer is ducking his responsibility both to fix them, and to feed the issues back.
Edited by Pica-Pica on Tuesday 3rd March 11:12
ts given!
cossievin said:
There’s more but you get the idea I wanted a high spec good car. This is what has been replaced in 18 months:
N/S door carbon trim
N/S door sill trim
N/S park assist sensor replacement Heated Rear Screen replacement
Boot badge replacement
Rear Brake Light Replacement
Wheel badge replacement
Centre arm rest replacement
Second Heated Rear Screen Replacement
Complete interior convertible hood replacement
O/S park assist sensor replacement Second boot badge replacement
Centre Speaker to be replaced
Front camera currently intermittent fault
Rear camera blue
O/S wing camera flickers
HUD goes faint until car turned off and on again
Plus there have been electrical glitches that required software updates to resolve
Wow, that's pretty damning.N/S door carbon trim
N/S door sill trim
N/S park assist sensor replacement Heated Rear Screen replacement
Boot badge replacement
Rear Brake Light Replacement
Wheel badge replacement
Centre arm rest replacement
Second Heated Rear Screen Replacement
Complete interior convertible hood replacement
O/S park assist sensor replacement Second boot badge replacement
Centre Speaker to be replaced
Front camera currently intermittent fault
Rear camera blue
O/S wing camera flickers
HUD goes faint until car turned off and on again
Plus there have been electrical glitches that required software updates to resolve
Out of interest, how did you happen to get the dealer's reply, I presume it was accidentally forwarded on an email.
Do they know that you've got this little gem?
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