Terrible service at dealership
Discussion
Car (10+ years old) with bmw extended warranty went in with seemingly small issue.
It’s now been in over 7 weeks! Every time I called “they’re going to bring it back in today” - why not leave it “in” until it’s fixed?!
They haven’t been able to fix it, then they said they were deferring it to bmw, every time I call the service manager is away / off / ill, never get called back, asked branch manager to call but they haven’t….
No offer of a courtesy car etc
Do I contact BMW themselves now, or continue within the dealership management?
It’s now been in over 7 weeks! Every time I called “they’re going to bring it back in today” - why not leave it “in” until it’s fixed?!
They haven’t been able to fix it, then they said they were deferring it to bmw, every time I call the service manager is away / off / ill, never get called back, asked branch manager to call but they haven’t….
No offer of a courtesy car etc
Do I contact BMW themselves now, or continue within the dealership management?
torqueofthedevil said:
Car (10+ years old) with bmw extended warranty went in with seemingly small issue.
It’s now been in over 7 weeks! Every time I called “they’re going to bring it back in today” - why not leave it “in” until it’s fixed?!
Some dealers (eg Watford) don't have the workshop on site in the glass palace next to Waitrose, it's actually in the back of an industrial estate next to Asda. "Bring it back" would in that instance mean bring it back from the off site workshop.It’s now been in over 7 weeks! Every time I called “they’re going to bring it back in today” - why not leave it “in” until it’s fixed?!
torqueofthedevil said:
They haven’t been able to fix it, then they said they were deferring it to bmw, every time I call the service manager is away / off / ill, never get called back, asked branch manager to call but they haven’t….
No offer of a courtesy car etc
Do I contact BMW themselves now, or continue within the dealership management?
I'd escalate to the Dealer Principal with a copy to BMW UK and seperately speak to the warranty company. If you have legal advice with the car insurance I would also call them.No offer of a courtesy car etc
Do I contact BMW themselves now, or continue within the dealership management?
The extended warranty is an insurance contract between you and Allianz. The dealer simply have delegated authority to deal with your claim. You're therefore protected by FCA regulations. Put in a formal regulated complaint either with Allianz or the dealer and explained that you will follow up with a complaint with the Ombudsman. This will cost them £750 whatever the outcome so might be an incentive for them to get on with it.
Mine’s newer, but also under extended warranty.
BMW dealer service is useless. Every time it develops a fault requires at least two visits - the first one for the dealer to either not find the fault, or declare that they’ve fixed it (when they haven’t).
Last service I also listed four minor issues with the car. Two were fixed, one (F30 steering knock) they couldn’t find(!), and one (issue with window control panel in driver’s door) they “forgot to investigate”.
Dealer useless, BMW UK doesn’t care. This will be my last BMW.
BMW dealer service is useless. Every time it develops a fault requires at least two visits - the first one for the dealer to either not find the fault, or declare that they’ve fixed it (when they haven’t).
Last service I also listed four minor issues with the car. Two were fixed, one (F30 steering knock) they couldn’t find(!), and one (issue with window control panel in driver’s door) they “forgot to investigate”.
Dealer useless, BMW UK doesn’t care. This will be my last BMW.
Magnum 475 said:
Mine’s newer, but also under extended warranty.
BMW dealer service is useless. Every time it develops a fault requires at least two visits - the first one for the dealer to either not find the fault, or declare that they’ve fixed it (when they haven’t).
Last service I also listed four minor issues with the car. Two were fixed, one (F30 steering knock) they couldn’t find(!), and one (issue with window control panel in driver’s door) they “forgot to investigate”.
Dealer useless, BMW UK doesn’t care. This will be my last BMW.
Thats a lot of stereotyping / whitewashing as I and lots of others have had nothing but faultless dealings with main BMW dealersBMW dealer service is useless. Every time it develops a fault requires at least two visits - the first one for the dealer to either not find the fault, or declare that they’ve fixed it (when they haven’t).
Last service I also listed four minor issues with the car. Two were fixed, one (F30 steering knock) they couldn’t find(!), and one (issue with window control panel in driver’s door) they “forgot to investigate”.
Dealer useless, BMW UK doesn’t care. This will be my last BMW.
It's always the case that there will be bad experiences. But ALL car dealers have that, it's not just BMW...!
d_a_n1979 said:
Thats a lot of stereotyping / whitewashing as I and lots of others have had nothing but faultless dealings with main BMW dealers
It's always the case that there will be bad experiences. But ALL car dealers have that, it's not just BMW...!
Yes my BMW/MINI dealers are just fantastic, including for warranty work but then again it would annoy me if I had to travel further to find a good one...It's always the case that there will be bad experiences. But ALL car dealers have that, it's not just BMW...!
Magnum 475 said:
BMW UK doesn’t care. This will be my last BMW.
Same experience for me.A clear fault for which the service centre attempted a repair.
Their repair attempt wasn't successful so they said they'll talk to Bmw technical.
The next day I got the words "it performs as expected"
Bmw UK were useless, unable to help whatsoever.
Bmw financial services went into ignore mode
They only woke up when my deadline to pass to the FCA approached.
Sheepshanks said:
Whatever you do, don’t switch to a Merc. Or an Audi.
My BIL has had grief with a Lexus dealer, who are part of a small local family owned group who have an almost cult-like following.
My previous car was an E-class, that ran almost faultlessly from collection as a pre-reg to almost 150,000 miles. My local Merc dealer were fantastic on the one occasion that it had a problem - completely the opposite of the local BMW dealers.My BIL has had grief with a Lexus dealer, who are part of a small local family owned group who have an almost cult-like following.
Magnum 475 said:
My previous car was an E-class, that ran almost faultlessly from collection as a pre-reg to almost 150,000 miles. My local Merc dealer were fantastic on the one occasion that it had a problem - completely the opposite of the local BMW dealers.
I suppose that demonstrates how random these thiings are.It's a shame you didn't reward MB and its dealer by sticking with the brand.
Sheepshanks said:
I suppose that demonstrates how random these thiings are.
It's a shame you didn't reward MB and its dealer by sticking with the brand.
I would have done, if I could have found what I wanted. Merc didn’t have anything to match, BMW did. I’ve had both brands over many years, and usually found them roughly similar for service quality…..It's a shame you didn't reward MB and its dealer by sticking with the brand.
Just like any dealer / brand. If they can save money they will. The amount of cars that are leased, pcp, etc rather than personally owned means dealers not having to deal with the customer personally or gain anything from them. Also, unlike years ago if you had a fault they’d investigate or the mechanics would have an idea but now it seems if the computer says no then end of but still charge you for diagnostics. Like another thread of garages keen to charge diagnostic even if you tell them what the issue is. There’s just too many sensors and being electronic, the old switch on switch off works which then clears the fault to begin with which makes finding an issue difficult.
If only we could go back to basic engines.
If only we could go back to basic engines.
nickfrog said:
d_a_n1979 said:
Thats a lot of stereotyping / whitewashing as I and lots of others have had nothing but faultless dealings with main BMW dealers
It's always the case that there will be bad experiences. But ALL car dealers have that, it's not just BMW...!
Yes my BMW/MINI dealers are just fantastic, including for warranty work but then again it would annoy me if I had to travel further to find a good one...It's always the case that there will be bad experiences. But ALL car dealers have that, it's not just BMW...!
Been absolutely faultless when we've had to use them and Bowker Preston have been excellent sorting stuff through warranty for my F31
Similar experience with a major SE London based franchise...
£28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
£28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
Cheburator mk2 said:
Similar experience with a major SE London based franchise...
£28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
Intersting , so if you want to use an independant plus have a warranty ,the problem is which warranty to buy. I have a BMW Insured warranty and using Main dealers for everything ,my short bus ride Dealer in West London is the pits so travel to N Oxford where I am going monday for an oil leak issue since january lucky me I have a curtesy car.I have 2 BMW indies in walking distance would love to walk away from Main Dealers. £28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
smashy said:
Cheburator mk2 said:
Similar experience with a major SE London based franchise...
£28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
Intersting , so if you want to use an independant plus have a warranty ,the problem is which warranty to buy. I have a BMW Insured warranty and using Main dealers for everything ,my short bus ride Dealer in West London is the pits so travel to N Oxford where I am going monday for an oil leak issue since january lucky me I have a curtesy car.I have 2 BMW indies in walking distance would love to walk away from Main Dealers. £28k worth of a warranty claim took 2 months, endless phone calls and at the end, it was BMW Insured Warranty that provided most of the help and guidance!
It has finally been all resolved, but I would never use that dealer again.
BMW UK were actually kind of helpful and even chucked in £2k of goodwill on top of the £28k paid out by BMW Insured Warranty, so in total all I had to pay was £250 excess, but all in - no wonder good independent BMW specialists are thriving.
The problem is more the warranty itself. The dealership are telling me they can’t do work under the insured warranty without a “known cause” - which is preventing them from carrying out certain works.
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