Dealer not playing ball
Discussion
Hi all,
I've recently purchased an approved used BMW 3 series. A few days after it was delivered I noticed the steering wheel wasn't straight whilst I drove it on the motorway.
I rang the dealer who replied "it's a used car, did you not notice it when you test drove it ?"
Not quite what I was expecting as a reply, and despite polite requests that they pay for a geometry check at my local dealer (I bought the car from Newcastle Upon Tyne and I live in Birmingham) they're steadfastly refusing to budge on the issue.
Any suggestions how I get them to meet what I see as their obligations ?
Many thanks in advance
I've recently purchased an approved used BMW 3 series. A few days after it was delivered I noticed the steering wheel wasn't straight whilst I drove it on the motorway.
I rang the dealer who replied "it's a used car, did you not notice it when you test drove it ?"
Not quite what I was expecting as a reply, and despite polite requests that they pay for a geometry check at my local dealer (I bought the car from Newcastle Upon Tyne and I live in Birmingham) they're steadfastly refusing to budge on the issue.
Any suggestions how I get them to meet what I see as their obligations ?
Many thanks in advance
Thanks for your replies all.
I took the car to my local dealer, he said that the steering wheel alignment is not a warranty issue and thus I should contact the supplying dealer.
I did just that and after numerous conversations I was told their "brand manager" would ring me a week last Thursday.
Having not received his phonecall by close of play that Friday, I Emailed the Dealer Principle directly. The brand manager finally rang me last Monday (three days late) unaware that I'd Emailed the DP in the interim.
The brand manager was the gentleman who trotted out the "It's a second hand car" line to me.
He's been deliberately obstructive and uncooperative. After we'd reached a stalemate last week, I requested he get the Dealer Principle to ring me. So far I've heard nothing further from the dealership in question.
Financially this isn't a big deal, but it's npw become a matter of principle which is being exacerbated by the brand manager being incredibly arrogant and uncooperative.
I had cause to complain about a warranty issue to BMW GB three or four years ago (and no, I'm not a serial complainer !!)
I wrote to BMW customer services then, their reply was very much along the lines of "this is something to be dealt with between yourself and the dealer, we want no part of it !"
I took the car to my local dealer, he said that the steering wheel alignment is not a warranty issue and thus I should contact the supplying dealer.
I did just that and after numerous conversations I was told their "brand manager" would ring me a week last Thursday.
Having not received his phonecall by close of play that Friday, I Emailed the Dealer Principle directly. The brand manager finally rang me last Monday (three days late) unaware that I'd Emailed the DP in the interim.
The brand manager was the gentleman who trotted out the "It's a second hand car" line to me.
He's been deliberately obstructive and uncooperative. After we'd reached a stalemate last week, I requested he get the Dealer Principle to ring me. So far I've heard nothing further from the dealership in question.
Financially this isn't a big deal, but it's npw become a matter of principle which is being exacerbated by the brand manager being incredibly arrogant and uncooperative.
I had cause to complain about a warranty issue to BMW GB three or four years ago (and no, I'm not a serial complainer !!)
I wrote to BMW customer services then, their reply was very much along the lines of "this is something to be dealt with between yourself and the dealer, we want no part of it !"
Edited by Slippydiff on Sunday 22 March 23:19
Sorry to be a thorn in your side, however, you could have "kerbed" a wheel, between buying the car and you noticing the off-set steering wheel. Thats probably why they are reluctant to fix and that its not part of the warranty. You have to look at it from their point of view.
By the way, why didnt you notice it on the test drive?
By the way, why didnt you notice it on the test drive?
phumy said:
Sorry to be a thorn in your side, however, you could have "kerbed" a wheel, between buying the car and you noticing the off-set steering wheel. Thats probably why they are reluctant to fix and that its not part of the warranty. You have to look at it from their point of view.
By the way, why didnt you notice it on the test drive?
I have bought 2 cars and not noticed it!By the way, why didnt you notice it on the test drive?
I think it's the matter of concentrating on the rest of the car no the angle of the wheel.
It's not the sort of thing you notice immediately. I've bought a car and noticed it a couple of days later. The supplying dealer had no issue rectifying the problem.
You could ask the supplying dealer for their checklist showing that the geometry has been checked. I believe it is one of the checks that the dealer is obliged to do as part of the "approved BMW scheme".
It doesn't sound like there is any "good will" left between you and the salesman. I would email the DP perhaps attach a photo of the offset steering wheel. Keep it objective and explain you are an unhappy customer. They are more likely to send someone to pick up the car, rectify it and return it, than agree to pay another dealer to fix it.
Good luck.
pp
You could ask the supplying dealer for their checklist showing that the geometry has been checked. I believe it is one of the checks that the dealer is obliged to do as part of the "approved BMW scheme".
It doesn't sound like there is any "good will" left between you and the salesman. I would email the DP perhaps attach a photo of the offset steering wheel. Keep it objective and explain you are an unhappy customer. They are more likely to send someone to pick up the car, rectify it and return it, than agree to pay another dealer to fix it.
Good luck.
pp
I too have had a similar problem before, the supplying dealer took it on the chin with good grace and rectified the issue without a murmur.
Wy didn't I notice the problem ? well if I'm honest there were three reasons : Firstly I expected the wheel to be straight as a matter of course ! Secondly I live in Birmingham, the car was purchased in Newcastle Upon Tyne, not a city I'm familiar with ! I was thus concentrating on driving and the roads rather than looking for a fault which shouldn't have been there in the first place !(I set off for N o T at 5.30 am and thus drove the car in the morning rush hour) and thirdly,it was when all was said and done an "unfamiliar" car, and thus I was also attempting to acclimatise to it.
I'm going to write (via snail mail) to the DP and see if I get a response from him.
Wy didn't I notice the problem ? well if I'm honest there were three reasons : Firstly I expected the wheel to be straight as a matter of course ! Secondly I live in Birmingham, the car was purchased in Newcastle Upon Tyne, not a city I'm familiar with ! I was thus concentrating on driving and the roads rather than looking for a fault which shouldn't have been there in the first place !(I set off for N o T at 5.30 am and thus drove the car in the morning rush hour) and thirdly,it was when all was said and done an "unfamiliar" car, and thus I was also attempting to acclimatise to it.
I'm going to write (via snail mail) to the DP and see if I get a response from him.
Suggest you CC your local Citizens Advice Bureau too.
The response you got was worthy of the worst kind of Daley-esque used car dealer, why SHOULD you spot a fault like that??
Main dealers charge (and the customers pay) MORE than others because firstly they lead you to believe you can expect not to have this kind of problem and secondly, if you do, they should rectify it immediately and with apologies!
These small points of principle/cost are what they always drag their heels on because they know in the end you will give up and get it done elsewhere at your own expense.
It's the kind of thing that spoils the pleasure of getting a new car and dealers (represented often by the service departments)should be more tuned-in to it!
Good for you for taking them to task - good luck and stick with it!
Note to main dealers reading this:
PLEASE close the divides between sales and service departments. The mentality created by seperate depts, internal re-charging and all it represents just creates unhappy customers (IMNSHO).
The response you got was worthy of the worst kind of Daley-esque used car dealer, why SHOULD you spot a fault like that??
Main dealers charge (and the customers pay) MORE than others because firstly they lead you to believe you can expect not to have this kind of problem and secondly, if you do, they should rectify it immediately and with apologies!
These small points of principle/cost are what they always drag their heels on because they know in the end you will give up and get it done elsewhere at your own expense.
It's the kind of thing that spoils the pleasure of getting a new car and dealers (represented often by the service departments)should be more tuned-in to it!
Good for you for taking them to task - good luck and stick with it!
Note to main dealers reading this:
PLEASE close the divides between sales and service departments. The mentality created by seperate depts, internal re-charging and all it represents just creates unhappy customers (IMNSHO).
uk68charger said:
Suggest you CC your local Citizens Advice Bureau too.
The response you got was worthy of the worst kind of Daley-esque used car dealer, why SHOULD you spot a fault like that??
Main dealers charge (and the customers pay) MORE than others because firstly they lead you to believe you can expect not to have this kind of problem and secondly, if you do, they should rectify it immediately and with apologies!
These small points of principle/cost are what they always drag their heels on because they know in the end you will give up and get it done elsewhere at your own expense.
It's the kind of thing that spoils the pleasure of getting a new car and dealers (represented often by the service departments)should be more tuned-in to it!
Good for you for taking them to task - good luck and stick with it!
Note to main dealers reading this:
PLEASE close the divides between sales and service departments. The mentality created by seperate depts, internal re-charging and all it represents just creates unhappy customers (IMNSHO).
Thank you all for your encouraging posts ! The response you got was worthy of the worst kind of Daley-esque used car dealer, why SHOULD you spot a fault like that??
Main dealers charge (and the customers pay) MORE than others because firstly they lead you to believe you can expect not to have this kind of problem and secondly, if you do, they should rectify it immediately and with apologies!
These small points of principle/cost are what they always drag their heels on because they know in the end you will give up and get it done elsewhere at your own expense.
It's the kind of thing that spoils the pleasure of getting a new car and dealers (represented often by the service departments)should be more tuned-in to it!
Good for you for taking them to task - good luck and stick with it!
Note to main dealers reading this:
PLEASE close the divides between sales and service departments. The mentality created by seperate depts, internal re-charging and all it represents just creates unhappy customers (IMNSHO).
The brand managers first point was "It's a second hand car" and his first question was "did you not notice the issue on your test drive ?"
I replied that no I hadn't noticed it and that the fact it was a second hand vehicle should have no bearing on the issue.
He responded by saying that the sales department were an easy revenue stream for the service department and that they don't miss the opportunity to find work on any sales car that goes through the workshop. Thus their inspections are of the highest order !
I replied that if the service department was as diligent as he made them out to be, surely they wouldn't have missed the sticking outer door handle on the passenger door . . . . !
Cue long silence !
As I see it I only have one option, that being to write to the DP and inform him politely that I'm taking the vehicle into my local dealer in order for them to carry out a geometry CHECK, nothing more, no adjustment, purely a report. If the geometry is misaligned I will politely request they either pay for it to be corrected by my local dealer, or collect the vehicle and rectify it at their own cost.
I hope that sounds fair ?
Slippydiff said:
Hi all,
(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
was it a dealer called near the football ground? Yes I bet.. they are a bunch of looneys.... BMW cusotmer service is your friend.. their service manager once told me that all BMW M3's were 6 pot engined cars. So i asked him to call the police because mine only had 4 pots and i thought Id been robbed!!!! he didnt find that ammusing... they also refused to replace the chain on my M3 because they didnt want to open an "old" engine up. Never used them again for service work. Parts dept are good(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
Edited by David87M3 on Monday 23 March 14:27
David87M3 said:
Slippydiff said:
Hi all,
(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
was it a dealer called near the football ground? Yes I bet.. they are a bunch of looneys.... BMW cusotmer service is your friend.. their service manager once told me that all BMW M3's were 6 pot engined cars. So i asked him to call the police because mine only had 4 pots and i thought Id been robbed!!!! he didnt find that ammusing... they also refused to replace the chain on my M3 because they didnt want to open an "old" engine up. Never used them again for service work. Parts dept are good(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
Edited by David87M3 on Monday 23 March 14:27
First syllable : A make of car originally only available in black
Second syllable : Noise a bell makes when struck
Third Syllable : Measurement of weight (its metric equivalent being a tonne)
Slippydiff said:
As I see it I only have one option, that being to write to the DP and inform him politely that I'm taking the vehicle into my local dealer in order for them to carry out a geometry CHECK, nothing more, no adjustment, purely a report. If the geometry is misaligned I will politely request they either pay for it to be corrected by my local dealer, or collect the vehicle and rectify it at their own cost.
I hope that sounds fair ?
[devilsadvocate]How long have you had the car? It's possible the car has been curbed or otherwise mistreated since you took ownership. I doubt they'd go for that.[/devilsadvocate]I hope that sounds fair ?
I think you're doing the right thing(s) but it sounds as though you may be on to a loser. Good on you for trying but don't beat yourself up about it - sometimes we get done. C'est la vie.
Slippydiff said:
David87M3 said:
Slippydiff said:
Hi all,
(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
was it a dealer called near the football ground? Yes I bet.. they are a bunch of looneys.... BMW cusotmer service is your friend.. their service manager once told me that all BMW M3's were 6 pot engined cars. So i asked him to call the police because mine only had 4 pots and i thought Id been robbed!!!! he didnt find that ammusing... they also refused to replace the chain on my M3 because they didnt want to open an "old" engine up. Never used them again for service work. Parts dept are good(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
Edited by David87M3 on Monday 23 March 14:27
First syllable : A make of car originally only available in black
Second syllable : Noise a bell makes when struck
Third Syllable : Measurement of weight (its metric equivalent being a tonne)
could it not be the wheel just needs taking off and moving round a touch?
are you comming back up to the northeast? maybe a visit and they will sort it?
David87M3 said:
Slippydiff said:
David87M3 said:
Slippydiff said:
Hi all,
(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
was it a dealer called near the football ground? Yes I bet.. they are a bunch of looneys.... BMW cusotmer service is your friend.. their service manager once told me that all BMW M3's were 6 pot engined cars. So i asked him to call the police because mine only had 4 pots and i thought Id been robbed!!!! he didnt find that ammusing... they also refused to replace the chain on my M3 because they didnt want to open an "old" engine up. Never used them again for service work. Parts dept are good(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
Edited by David87M3 on Monday 23 March 14:27
First syllable : A make of car originally only available in black
Second syllable : Noise a bell makes when struck
Third Syllable : Measurement of weight (its metric equivalent being a tonne)
could it not be the wheel just needs taking off and moving round a touch?
are you comming back up to the northeast? maybe a visit and they will sort it?
phumy said:
David87M3 said:
Slippydiff said:
David87M3 said:
Slippydiff said:
Hi all,
(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
was it a dealer called near the football ground? Yes I bet.. they are a bunch of looneys.... BMW cusotmer service is your friend.. their service manager once told me that all BMW M3's were 6 pot engined cars. So i asked him to call the police because mine only had 4 pots and i thought Id been robbed!!!! he didnt find that ammusing... they also refused to replace the chain on my M3 because they didnt want to open an "old" engine up. Never used them again for service work. Parts dept are good(I bought the car from Newcastle Upon Tyne and I live in Birmingham)
Many thanks in advance
Edited by David87M3 on Monday 23 March 14:27
First syllable : A make of car originally only available in black
Second syllable : Noise a bell makes when struck
Third Syllable : Measurement of weight (its metric equivalent being a tonne)
could it not be the wheel just needs taking off and moving round a touch?
are you comming back up to the northeast? maybe a visit and they will sort it?
modern stuff is too complicated
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