X3 M40i Warranty on ball joints?

[Webber3]

I have an X3 M40i which is just over 2 years old with about 17,000 miles on the clock. I took it into my dealer today because of a rattle coming from the front suspension and they traced the fault to a ball joint where the boot had split open. I fully expected them to repair this under warranty, but they're saying that it's not covered due to the rubber boot being cut/damaged.

I can't see how they can differentiate between the rubber just splitting through normal use (which is what I've seen on previous cars) and damage, as in something or someone cutting into the rubber boot. It just seems unlikely to me, given the location/orientation that anything could cut into the rubber here.

Has anyone had a similar experience? Is it worth me pushing back on this? The repair is going to cost £300+.

[Ciff]

Book it in for an MOT with them


Your first MOT inspection will arrive faster than you think. That’s why we offer BMW MOT Protect, a complimentary cover for all new BMWs. Your BMW’s MOT Protect covers you for any* work that needs completing to pass your first MOT inspection. In the unlikely event your BMW fails its first MOT, you won’t lose out, as repairs, replacements and labour are covered on a long list of key items, from electric and lighting equipment to steering and suspension. We’ll work with you to address any issues promptly and free of charge.

[Olivergt]

And just to add what is under the *

• MOT Protect will cover all items with the exception of the windscreen, wheels, tyres and items replaced as part of routine servicing (e.g. brake disks and pads) modified and/or non-BMW components

So looks like your split/cut/torn/damaged/ ball joint should be covered.

[Webber3]

The car has at least 6 months until its first MOT. Do you think that would still work?

Does it make any difference to the dealership who pays for the repair? I mean do BMW generally pay them a lower rate for these repairs?

ETA I've suggested this to them now and waiting on a reply.

...and it's a NO. They're still saying it was damaged, so not covered.

Edited by Webber3 on Monday 10th May 17:15

Edited by Webber3 on Monday 10th May 17:50

[Olivergt]

So at the moment it is now your word against theirs.

They say it has been damaged.

You say it has not.

And the reality is, that neither of you can prove it either way.

I think I would be pushing back a little as it is almost impossible to damage a ball joint cover like that. Maybe ask to speak to the service manager, or take it up with BMW directly.

If you don't get a satisfactory answer from someone, try the "I'm sorry that's unacceptable, can I speak to your manager please".

You have my sympathy, I hate dealing with these kinds of situations, they always end up with bad feelings on one side or the other, and no one comes out a winner.

[Webber3]

Thanks for your reply. They've offered to approach BMW about meeting me halfway on the cost of the repair.

I argued that if you assume every one of these is caused by damage then you're effectively saying that it's impossible for them to perish or split prematurely. They said they're not prone to splitting like a CV boot, so they automatically assume damage.

I'd expect this sort of thing from a back street car dealer warranty, but not a BMW warranty.

[Ninja59]

Ask for BMW UK's technical team to look at it.

Generally speaking you are after one of the technical managers at BMW UK, I am unsure of your location, but in England it is covered in general by Ken McCrorie.

He travelled and drove my car when I was arguing with a BMW dealer over a timing chain issue. I went to their sister dealer who decided to push the case higher after the ongoing farce, eventually I got an apology from BMW UK over the issue...which the original dealer should have spotted. I now use the sister dealer despite the mileage difference.

[Webber3]

I had a call back from the dealer. They checked with someone else in their group and it turns out the repair is covered by warranty.

So for the sake of a few emails I saved £300+.

[Sheepshanks]

Webber3 said:

I had a call back from the dealer. They checked with someone else in their group and it turns out the repair is covered by warranty.

They tried to steal £300 from you and you caught them.

Same happened to my daughter recently on another make. Service Manager gave in within 10 seconds of me speaking to him - which made my daughter even more angry.

[Olivergt]

Webber3 said:

I had a call back from the dealer. They checked with someone else in their group and it turns out the repair is covered by warranty.

So for the sake of a few emails I saved £300+.

That's a good result, well done.

But I think that should have been the original decision anyway.

Jut thinking of how all the parties would have felt, if that had been the initial decision?

Op - happy that it will be fixed under warranty, dealer is great, will go again.
Dealer - we have a delighted customer, he'll be telling all his friends and family how good we are, maybe get some more work from it?

I really despair at Customer service these days, do they not understand that not only are they keeping the person in front of them happy, but ensuring that they tell their friends how good you are. They might not be able to link the "being nice to person A made person B buy a car from them", but I can guarantee you that it does happen.