BMW Main Dealer - You couldn't make it up

cAtLeYx · 07-26-2018, 12:12 PM

Quote:

Originally Posted by Rukka

Jesus! Thats terrible.

Are you not tempted to challenge the original diagnosis? It could well be that the new sensor they fitted was faulty or needed a software update. This smacks very much of the fact that a new gearbox wasn't needed at all and the whole diagnosis was wrong from the start.

Glad to hear you are sorted but it would still leave a very sour taste in my mouth.

Rukka

Yep, I can still taste it.

I would like to retract my earlier "moral of the story" punt though.

MarkG_M5Comp · 07-27-2018, 02:58 AM

Quote:

Originally Posted by Rukka

Quote:

Originally Posted by cAtLeYx

Not as well as I'd expected despite writing to Graeme Grieve the new Managing Director of BMW Group UK. No response from him or his vast amount of staff by the way.

I finally gave in and agreed to pay the 20% as I just wanted the car back.

A new gearbox was over-nighted from Germany, the following day the gear box was fitted, 15 days later still no car. The first reason was "the software won't recognise the new gearbox and this went on for several days "we are discussing your verhicle with the specialists" Hang on, I thought you were the specialist. "we've managed to load the new 2018 software and its now recognised the gearbox so we are going to test it in a live environment to make sure everything is ok". "We have an issue", "theres a noise coming from the gearbox, it may need another one". Several days later "The gear box is ok but we think the oil temperature sensor may be faulty and making a noise"

Now if you read back through my thread you will notice this was the first issue with the car and the reason it was at BMW in the first place. You'll also note it was replaced prior them telling me the gearbox was dead. Low and behold they ordered a new one along with another sensor somewhere......... which took a further week to arrive. I finally received a call to say its all done you can collect you car. In total BMW had my car for 27 Days.

The moral of the story - Buy a Merc or Audi...

Jesus! Thats terrible.

Are you not tempted to challenge the original diagnosis? It could well be that the new sensor they fitted was faulty or needed a software update. This smacks very much of the fact that a new gearbox wasn't needed at all and the whole diagnosis was wrong from the start.

Glad to hear you are sorted but it would still leave a very sour taste in my mouth.

Rukka

Absolutely this.

I think I'd want BMW German to carry out detailed diagnostics on the 'failed' gearbox and provide a report of what os found to be faulty.

Since the old gearbox is still 20% yours, surely you have the right to ask for this.

It strikes me that the reason a new gearbox was fitted is down to the fact the 'mechanics' didn't have enough skill, test regimes or tools to complete a diagnostic. Had this not been a main dealer but a transmission specialist, they would have removed and disassembled the unit to properly diagnose rather that just swap parts.

Makes me (and I'm sure you) angry.

HighlyMedicated · 07-27-2018, 04:03 AM

That is a horrible story, if only the 80% from bmw paid for extended warranty! Hope it works out somehow by bmw!

Have had horrible experiences from bmw and their own claims company manager stating he is the last man to approve or disapprove good will.
Ignore the dealers and call bmw direct and first person i talked to for help was the best experience in customer service and brand loyalty! They goodwilled a 20 inch m rim and a cracked windshield claiming badly engineered. Everything went fast and smooth after and even got a bmw executive to leave a voicemail saying sorry and heres the good will on us. Now its not more than 3k but corporate legislature helps immensely during at fault suits.

If your case is solid enough keep going up till someone will. Upper management never hear of these mistakes and are eager to correct the problem. When i picked up my car my SA was the nicest ever saying the okays came from his bosses boss.

Cool part is hes an active M lover who helped me and does read the forums sometimes for the feedback. Thats company ! Keep fighting till its fixed! Demand a loaner car lol

cAtLeYx · 07-27-2018, 11:38 AM

UPDATE: After writing to Mr Grieve [The new Managing Director of BMW Group UK], for a second time advising that not one person had replied to me even out of courtesy, I receive an email today from BMW Customer Service UK, advising me they are going to reimburse my 20%. I'd like to say thanks to RUKKA as it was reading his / her reply that prompmted me to take it further.

New moral of the story anyone?

coldsteelrain · 07-27-2018, 11:41 AM

Quote:

Originally Posted by cAtLeYx

UPDATE: After writing to Mr Grieve [The new Managing Director of BMW Group UK], for a second time advising that not one person had replied to me even out of courtesy, I receive an email today from BMW Customer Service UK, advising me they are going to reimburse my 20%. I'd like to say thanks to .......... as it was reading his / her reply that prompmted me to take it further. New moral of the story anyone?

I am glad to hear that you're getting your money back

Tengocity · 07-27-2018, 11:45 AM

That's great news, very glad to hear it worked out.

The moral of that part of the story is be persistent, and talk to someone who's actually got some authority.

cAtLeYx · 07-27-2018, 12:44 PM

Quote:

Originally Posted by Tengocity

That's great news, very glad to hear it worked out.

The moral of that part of the story is be persistent, and talk to someone who's actually got some authority.

Rukka · 07-27-2018, 01:12 PM

Quote:

Originally Posted by cAtLeYx

UPDATE: After writing to Mr Grieve [The new Managing Director of BMW Group UK], for a second time advising that not one person had replied to me even out of courtesy, I receive an email today from BMW Customer Service UK, advising me they are going to reimburse my 20%. I'd like to say thanks to RUKKA as it was reading his / her reply that prompmted me to take it further.

New moral of the story anyone?

Great result OP.

I've written to Graeme myself, and Harald Krauger (BMW CEO Munich) for that matter over the issues I had with 2x M4 CP's that I rejected.

In my experience, both responded and things happened really quickly.

It's absolutely right that they should reimburse you for this. It's just a shame about all the stress and grief you get along the way.

Really chuffed for you

dzvero · 07-27-2018, 01:32 PM

glad you got back your money. I think your gearbox was fine

07-27-2018, 04:03 AM	#25
HighlyMedicated Lieutenant 124 Rep 439 Posts Drives: m340ix Join Date: Apr 2017 Location: LA iTrader: (0)	That is a horrible story, if only the 80% from bmw paid for extended warranty! Hope it works out somehow by bmw! Have had horrible experiences from bmw and their own claims company manager stating he is the last man to approve or disapprove good will. Ignore the dealers and call bmw direct and first person i talked to for help was the best experience in customer service and brand loyalty! They goodwilled a 20 inch m rim and a cracked windshield claiming badly engineered. Everything went fast and smooth after and even got a bmw executive to leave a voicemail saying sorry and heres the good will on us. Now its not more than 3k but corporate legislature helps immensely during at fault suits. If your case is solid enough keep going up till someone will. Upper management never hear of these mistakes and are eager to correct the problem. When i picked up my car my SA was the nicest ever saying the okays came from his bosses boss. Cool part is hes an active M lover who helped me and does read the forums sometimes for the feedback. Thats company ! Keep fighting till its fixed! Demand a loaner car lol __________________ 2020 Alpine White M340i X - Stock - DP 2017 Tanzanite Blue M4 ZCP - DP, bm3, mpe 2015 Alpine White M4 - Stock
	Appreciate 0 Quote

07-27-2018, 11:38 AM	#26
cAtLeYx Private 23 Rep 50 Posts Drives: Mineral White M4 DCT Join Date: Jun 2018 Location: UK iTrader: (0)	UPDATE: After writing to Mr Grieve [The new Managing Director of BMW Group UK], for a second time advising that not one person had replied to me even out of courtesy, I receive an email today from BMW Customer Service UK, advising me they are going to reimburse my 20%. I'd like to say thanks to RUKKA as it was reading his / her reply that prompmted me to take it further. New moral of the story anyone?
	Appreciate 2 Rukka2647.00 stefan41083.50 Quote

07-27-2018, 11:45 AM	#28
Tengocity General 8566 Rep 19,982 Posts Drives: 911, Cayenne Turbo, Disco 4 Join Date: Sep 2013 Location: Crieff, Perthshire, Scotland iTrader: (0)	That's great news, very glad to hear it worked out. The moral of that part of the story is be persistent, and talk to someone who's actually got some authority. __________________ Current: Porsche 911 991 C4S, Porsche Cayenne Turbo, Land Rover Discovery 4. Gone...G01 X3 M40i, Cayman S 987, F31 340i, Cayman GT4, F82 M4 CP, Lotus Exige V6, G20 330e, F30 330e, Boxster S 987, F31 335d, Mini Cooper SD, E89 Z4, E90 330d 320d, E60 520d, E46 330d 320d, MX5s, E30 325i
	Appreciate 0 Quote

07-27-2018, 01:32 PM	#31
dzvero Lieutenant Colonel 529 Rep 1,514 Posts Drives: 2015 M$4 F82 Join Date: Dec 2015 Location: CA iTrader: (2)	glad you got back your money. I think your gearbox was fine
	Appreciate 0 Quote