BMW Customer service makes me Crazy

townale

Well,

I’ve just had the snottiest b*tch on the phone, that I’ve probably ever spoken to today.


Last week I noticed a couple of warning lights came up on my car.

So I brought my car into My BMW Garage where I was told that the DSC control unit was gone, the woman at the service desk was very pleasant and told me it was a known fault on the 2006 320 D SE, so she would see if BMW would cover it as a good will gesture as the labour would be around 700euro and the part itself would be about 2000euro, she volunteered that BMW had decided that no recall would be issued for this as it was not a safety issue, and that they’d be looked at on a case by case basis and as my car is a low mileage that it shouldn’t be a problem.


I got a call back from the garage a couple of days later and they had secured for me the goodwill gesture of the cost of the unit itself (2k) but BMW would not cover the cost of the labour. She gave me the number of BMW customer service to call, to see if I could get the labour charge covered also.


When I got through to BMW customer service Ireland, I was put through to an abrupt English girl.(no offence anyone)


I explained the situation, how this was my 1st BMW, but how a sister and both brother in laws were loyal BMW customers and how I was disappointed that the BMW brand wasn’t living up to the standard I was expecting.


I suggested that as this was a known fault that the goodwill gesture could be extended to also cover the labour.

She told me that the my car was out of warranty and that the goodwill gesture was not negotiable. I told her that I paid the premium for a BMW so that I would have the Quality and service of a prestige German manufacturer and how surprised I was that BMW would be prepared to lose a future customer for the sake of 6 or 7 hundred euros.


Boy, now she got nasty, she told me that as I wasn’t accepting the goodwill gesture in the nature which it was intended she’d be more than happy to cancel it for me.

I asked if I could speak to her supervisor and she refused, saying that the goodwill gesture is there to ensure current customers stay with BMW and that if wasn’t going to stay with them there wasn’t any point them giving me the good will gesture, “now was there?”.


So I ended up finishing with my cap in hand afraid that the 2000euro "Goodwill" for the DSC control unit was to be cancelled.

(I’m not even sure if it has been to be honest)


I’m so mad, I will NEVER EVER buy another BMW, not if they’re the last car on earth. If I spoke to a customer like that I’d be out of a job before the day was out.


To make things worse I called around to BMW specialist mechanics, but not "BMW" garages and they quoted around 200 euro for the job, but guess what, BMW will only give me the unit on goodwill if I have it replaced at a "BMW" garage.


So we the customers are paying (over the odds I might add) for BMW installing faulty parts.


As BMW think so much of themselves that this counts as customer service, then, once this DSC controller is replaced, I’m going straight to my Ford Dealer and trading it for the new Mondeo.


That’s my Rant over. Sorry maybe I’m OTT, but I always aspired to own a BMW, so I saved and got a loan, only to be treated like this? Forget it.

Well, they say never meet your heros!


BTW

Should anyone from BMW corporate read this.. Way to run a business guys.

If you want to review the recording of the conversation I had with your representative, for “training purposes” by all means PM me I’ll give you the time of the call and the name of the woman I spoke to.


This is one young man who will never buy your product again for as long as I live.

Regards

Al.

kdevitt

So you have a car which is out of warranty, and BMW covering €2000 out of a total €2700 bill (of which they're obliged to cover nothing) isn't good customer service?

townale

Two things Kevin.
1.The part was faulty before it was put in my car.

2. Customer service doesn't mean, being obnoxious.

Nonoperational

To be honest getting 2000 out of 2700 paid for on a car out of warranty seems pretty good to me. No need for her get snotty but going on about how your sister and brother in law buy BMWs and you purchased a German marque etc ect would probably drive me mad especially if I am hearing it every day. It could have been a lot worse!

Gumbo

townale wrote: »

Two things Kevin.
1.The part was faulty before it was put in my car.

2. Customer service doesn't mean, being obnoxious.

whos kevin?

1. the part only goes on some E90's. it went on my 2005 E90 and BMW covered under the goodwill gesture system with a minimal cost for labour not included.

2. fair enough customer service agents attitude was probably wrong, but as a brand BMW have done you a very very good will gesture imo.

Owen

townale wrote: »

The part was faulty before it was put in my car.

But the lights only came on recently? That would indicate the control unit was fine for the last few years, and recently developed a fault. Which is what a warranty is there to cover. Because your warranty has expired, they're replacing the part as a gesture of their desire to have you as a future BMW buyer, which seems fair to me.

kdevitt

townale wrote: »

Two things Kevin.
1.The part was faulty before it was put in my car.

Eh no it wasn't - just because its a common issue doesn't mean they all break. And if it was faulty - why did you buy a car with a DSC unit warning light on it?

townale wrote: »

2. Customer service doesn't mean, being obnoxious.

...and the customer is always right yada yada.

Not sure who Kevin is though :rolleyes:

Hogzy

Id consider yourself very lucky to get 2k off. My 318ci was 3 weeks out of warranty and the Cat Converter was clogged. BMW replaced it free but i had to pay 400 for labour. 400 is alot better than 1400 so i jumped on the deal...

IMO this is excellent customer service... and iv heard its quite frequently done aswell! I for one will defo be buying BMW again!

Although that woman does sound like a b!tch! But not everyone in life is nice unfortunately!

RedorDead

People just have to understand as well that buying an expensive premium motor means you have entered the world of premium repair/service bills. No more Ford/VW/Nissan type bills anymore. Some people seem to expect low bills.

seasam

It's out of warranty get over it you're very lucky they are prepared to give you the unit FOC and if they are giving it to you it's reasonable that you get it fitted by an approved dealer.
Best of luck trying to get goodwill on the Mondeo when the warranty is up!!
Do you think a 2 year warranty is just a guideline and if something happens after that time to your car someone else should fix it ??
I'd be very happy it I was getting a E2,000 part for free out of warranty

As for the Customer rep maybe she was snotty but we only have your side of the story, If it was me I'd rather lose you as a customer than you costing me money in the future and not appreciating it !

Crackity Jones

Think you guys being bit harsh on OP. I think its absolutely unacceptable that such an expensive part should fail on an 06 car, particularly a so-called premium brand as BMW. You can say he is 'doing well' to have €2K covered but I'd rather the €700 in my pocket than BMW's. And if he was in UK he may have still been in his 3 yr warranty and have it 100% covered.

seasam

BMW are hardly a premium brand anymore especially a 3 series

Crackity Jones

seasam wrote: »

I'd be very happy it I was getting a E2,000 part for free out of warranty

So you think its ok that a car sold on its technical, engineering excellence has such a part fail in less than 3 yrs???. I wouldn't be happy at all.

Crackity Jones

seasam wrote: »

BMW are hardly a premium brand anymore especially a 3 series

Whether they are or aren't is a matter of opinion but that's what they sell it on and charge a premium for.

eyesofvenus

seasam wrote: »

BMW are hardly a premium brand anymore especially a 3 series

Well considering the price of the new 5 series GT(70k or so) you would like to think that it is a premium product by a premium manufacturer along with all their other products, 3 series included...just my opinion though

Stevie Dakota

I doubt this part is costing BMW anything like €2,000.

I have to say I am sick of hearing of BMW's with so many known problems, I used to be a big fan of the marque but if you want reliability you can forget it. Gone are the days when you bought a German car for engineering excellence. The inflated prices you pay for these cars are probably there only to cover all the warranty claims which they know will come their way.

Anan1

I had a similar (although less serious) experience with BMW customer service about a year ago, left a sour taste in my mouth too. It would certainly make me think twice about buying a BMW, although the full warranty is extendable for ca €750pa.

bazzachazza

She gave me the number of BMW customer service to call, to see if I could get the labour charge covered also.

Hold on gents he was told by the BMW dealership to call BMW and see if he could get the labour covered he didn't do this off his own bat.

Like ANY of us would he tried his best to get it covered but she got

now she got nasty

she shouldn't have. May be his tone was wrong but customer service should at all times be polite.

I agree getting €2000 of the bill paid for is great but he was told to call BMW himself by the dealership he didn't do it off his own bat.

I agree that €700 for labour is ridiculous and mind boggling.

The FACT that BMW recognised that this is a faulty part would mean to me they should pay the whole bill not just a goodwill gesture. Especially on a 3 year old car. The FACT that BMW saved money by not recalling all cars should be passed on to those in whose cars this part fails.

partyatmygaff

BMW are being quite good, giving you a €2000 part free of charge outside of warranty is what I call excellent customer service.

That "Losing a loyal customer, x and y relatives have owned a BMW since infancy" spiel would probably cause me to go insane especially since its the most commonly used phrase to try and pressurise a company to do something.

SomeDude

RedorDead wrote: »

People just have to understand as well that buying an expensive premium motor means you have entered the world of premium repair/service bills. No more Ford/VW/Nissan type bills anymore. Some people seem to expect low bills.

There's actually not that big a difference in labour rates. For example, VW and audi rates are not far apart.

Edit: But maybe that's not such a good example as VW and audi are so connected and share so many parts. Also, many qualified technicians work for both VW and audi.

pburns

OK, I have to smile:)...

Unlike many other here I don't consider it 'excellent' customer service. Sadly, it is probably above average inthe industry though. Let me explain...

I had a Toyota VVTi a few years ago with the infamous porous block problem:rolleyes:. The car was almost a year out of warranty but Toyota approved a new block within 24 hours. Parts PLUS labour were paid for by Toyota and I got a courtesy car while the job was completed. Happy out:)

Compared to this BMWs response was pretty limp and don't forget we are talking about a substantially more expensive marque. The fact that a BMW specialist is willing to do the job for a fraction of the labour (200 vs 700?) is the real cruncher and just shows how much you are being screwed for an official stamp...

But despite this, there's a string of regular posters lining up to give the thumbs up to this as an example of 'excellent' service? Average yes, excellent, no. Brainwashed fanboys the lot of ye!

But to be honest, there are many other makes where they'd pretty much point to the date on the contract, shrug and sing 'NA-NA-NA-NA-NA!' as you walked out the door. So not the best, but not the worst either...which says more about the level of service we're willing to accept than anything...

unkel

pburns wrote: »

I had a Toyota VVTi a few years ago with the infamous porous block problem:rolleyes:. The car was almost a year out of warranty but Toyota approved a new block within 24 hours. Parts PLUS labour were paid for by Toyota and I got a courtesy car while the job was completed. Happy out:)

Toyota were / are hush-hushing the major engine issues. Better to pay for any and all out of warranty engine replacements than that word got out into the pub that Toyotas are NOT reliable. That would have catastrophic results for sales. Toyota cleverly turned it into a win-win situation that didn't cost them that much net (parts and labour at COS prices)

But personally I feel it would be great if all manufacturers would move towards very long full warranties, or at least renewable warranties for reasonable fees.

JHMEG

Paying the premium for a BMW is for the prestige etc, not for the guarantee of reliability, or indeed customer service. (Indeed if the Topgear survey is correct only Lexus has all three)

While I sympathise with anyone having to fork out thousands for something that broke for no reason, people also have to accept that things do break for no reason, and more often on some marques than on others. Do you research and if your happy with the moderate risk of a blown turbo or a failed cat or traction control unit, then go for it. But don't confuse prestige with reliability!

unkel

JHMEG wrote: »

Paying the premium for a BMW is for the prestige etc, not for the guarantee of reliability, or indeed customer service. (Indeed if the Topgear survey is correct only Lexus has all three)

The Lexus might have those three, but it doesn't have the etc

JHMEG

I should add that I think they should have covered the lot. The wife's Almera had the infamous timing chain problem about a year out of warranty and the only thing she was charged for was about 6 quid for a top up of coolant. All parts and labour were covered by Nissan without quibble.

JHMEG

unkel wrote: »

The Lexus might have those three, but it doesn't have the etc

The etc was to cover other intangibles like the warm fuzzy feeling and so on. Things I wouldn't know about

maidhc

Again I'll be a first hand witness to Toyotas FANTASTIC customer service. They replaced expensive parts FOC on our Avensis until it was almost 5 years old... sometimes it took a little firm persuasion, but nothing much really.

Also BMW only has a miserable 2 year warranty. Had the OP bought a Kia (which so many deride for being rubbish) the car would be under warranty until 2011...

There was a thread like this before where no one could agree, however where a until is known to be of a defective design (this was debatable the last time), there is no question but that the manufacturer should stand over it, I would even go so far as to say they are legally obliged to.

E39MSport

For the Record, and I drive 2 toyotas, I will be your witness to TERRIBLE Toyota customer service. However, I love their machines.

NiSmO

This post has been deleted.

Cookie_Monster

Crackity Jones wrote: »

So you think its ok that a car sold on its technical, engineering excellence has such a part fail in less than 3 yrs???. I wouldn't be happy at all.

This.

Part should be fit for purpose, obviously wasn't. Should have an expected lifespan of much more than 3 years

Jaysoose

Let me get this straight..

Warranty is up + BMW offer to cover 2000 + One snotty customer care agent refusing to cover the rest= Never buying a BMW again...sigh.

Talk about an Over-reaction, take your 2000 and think yourself lucky as they could have turned round and told you to go whistle. Customer care in ireland is atrocious by the way so i hope you enjoy boycotting a lot more companies as that agent wont be the exception.

Anan1

Jaysoose wrote: »

Let me get this straight..

Warranty is up + BMW offer to cover 2000 + One snotty customer care agent refusing to cover the rest= Never buying a BMW again...sigh.

Talk about an Over-reaction, take your 2000 and think yourself lucky as they could have turned round and told you to go whistle. Customer care in ireland is atrocious by the way so i hope you enjoy boycotting a lot more companies as that agent wont be the exception.

Customer care is poor because people accept it - do you want to be part of the problem or part of the solution?;)

Jaysoose

Anan1 wrote: »

Customer care is poor because people accept it - do you want to be part of the problem or part of the solution?;)

True dat it shoudl also be said that irish people are not very effective complainers and he should have stayed on the line until he spoke to a superviser instead of giving in. Spouting on about his sister and bro in law is irrelevant and he should have stated his case calmly but firmly and not taken no for an answer unless it came from a person in a position to do something, customer care people rarely have the ability to authorise anything.

Anan1

Jaysoose wrote: »

True dat it shoudl also be said that irish people are not very effective complainers and he should have stayed on the line until he spoke to a superviser instead of giving in. Spouting on about his sister and bro in law is irrelevant and he should have stated his case calmly but firmly and not taken no for an answer unless it came from a person in a position to do something, customer care people rarely have the ability to authorise anything.

First you accuse the OP of overreacting, now you think they should have fought for more. Which is it?

Jaysoose

Anan1 wrote: »

First you accuse the OP of overreacting, now you think they should have fought for more. Which is it?

Both

1. I do think he overreacted to the overall situation
2. Done himself no favours when speaking to said customer care agent and she walked all over him.

Two different things.

Anan1

Jaysoose wrote: »

Both

1. I do think he overreacted to the overall situation
2. Done himself no favours when speaking to said customer care agent and she walked all over him.

Two different things.

Two contradictory things, with a good sprinkling of assumptions on top.

Jaysoose

Anan1 wrote: »

Two contradictory things, with a good sprinkling of assumptions on top.

Never let the facts get in the way...tis ireland after all.

Anan1

Jaysoose wrote: »

Never let the facts get in the way...tis ireland after all.

Point taken, your original post has been duly disregarded.

Jaysoose

Anan1 wrote: »

Point taken, your original post has been duly disregarded.

No way man...i hate it when random strangers disregard my posts..and consdering you have a biased opinion on this issue...IM DISREGARDING your Disregard of my posts....how do you like them apples?

Anan1

Jaysoose wrote: »

No way man...i hate it when random strangers disregard my posts..and consdering you have a biased opinion on this issue...IM DISREGARDING your Disregard of my posts....how do you like them apples?

I'll live with that. And now let's get back on topic, thanks.

whiterebel

Hogzy wrote: »

Id consider yourself very lucky to get 2k off. My 318ci was 3 weeks out of warranty and the Cat Converter was clogged. BMW replaced it free but i had to pay 400 for labour. 400 is alot better than 1400 so i jumped on the deal...

IMO this is excellent customer service... and iv heard its quite frequently done aswell! I for one will defo be buying BMW again!

Although that woman does sound like a b!tch! But not everyone in life is nice unfortunately!

And this is one reason why "customer Service" attitudes won't change. You need to hit them where it hurts - in the pocket. How people didn't bring them to court one after another for the blown turbo issue baffles me.

pcardin

RedorDead wrote: »

No more Ford/VW/Nissan type bills anymore.

eh, unfortunately VW name has to be changed as it is not a car (nor the bills) for casual Volk anymore.

Darsad

Manufacturers legally have whats known as strick liability up to 10 years regardless of warranty provided and this means that they are responsible for the products they place on the market for up to 10 years. In the US manufacturers will repair known faults FOC within this time frame but then they do have a very litagatious society. If this is a known fault and you can prove it then you would have a very strong case but probably not worth the hassle to pursue it here with our legal system. Let the dealer put the saddle on you for the € 700 put it down to experience and next time have a look at buying a car not a badge with a proper warranty

Noffles

The same unit went on mine about three month ago, I had one month remaining on the warranty so was lucky to get it within the 1 year... to be honest though I'd be happy if something went and they offered to cover the unit and I'd only have to pay the labour... It is still a lot of money though and I'd say the sting is more than the actual annoyance... then again maybe not!!

Ger the man

A mate of mine was a service advisor for a large bmw dealership in Finglas, the number of storys he told me about customers freaking out when they got the bill was amazing! In his opinion the biggest problem was overheating.

He drives a 12 year old Corolla......

ismynametoolong

[QUOTE=Ger the man;62770370 In his opinion the biggest problem was overheating.

QUOTE]

Of what the bills or the cars :rolleyes:

brandon_flowers

Sorry to hijack but this is my experience with Audi Ireland Customer Service this week

Dear Sir/Madam,

I currently own a 2005 A4 2.0 TDI which has a number of serious faults with it. I purchased the car through an independent dealer in the UK but the car has a full Audi Service History (4 services). The car has a BLB engine code which from doing internet research has given serious trouble to owners between the 80,000 and 100,000 miles. Unfortunately I am also one of these owners.

I have replaced the flywheel and clutch assembly due to the failure of the Dual Mass Flywheel at 78,000 miles. I am now in the process of replacing the turbo and balance shaft module 2,000 miles later due to the balance shaft chain wearing down the gear which turns the balance shaft. I have been quiet lucky in the fact that the chain didnt break and destroy the engine. From the research I have done it seems that any engine with a BLB code develops this balance shaft problem. \r\nI would like to know why Audi have not announced a recall on such vehicles if the problem is so prevalent?

Also during the course of the repair work I have sourced the majority of parts through an Audi Main Dealer. The one part I sourced elsewhere was the Garrett turbo. I bought this through an independent authorised Garrett Distributor in Dublin for â'¬620 ex VAT. The price quoted by the Audi Main Dealer was â'¬1,195 ex VAT. I would like to know why do Audi Ireland approve of such outrageous pricing on parts when they are announcing reductions in price across all models? If current Audi owners are being charged these astronomical prices by their main dealer do Audi Ireland really expect them to stay loyal to Audi?\r\n\r\nI look forward to your response.

Best Regards,

***********

Dear Mr *******,

Thank you for your mail that we received Wednesday the 28th of October 2009.
Given Audi's high standards in terms of product and service it is regrettable of circumstances in which a customer has cause for concern.
Naturally we regret that you should have any reason to be dissatisfied with your Audi A4. You can be assured that Audi's efforts are always directed towards providing vehicles that will give reliable and satisfactory service from the beginning. Unfortunately this aim is not always achieved for all the millions of individual component parts manufactured annually.
As you can appreciate it is difficult for us to offer an objective comment based on an e-mail alone as there is so much information not available to us. We would like to advise that we are not familiar with any common fault in the Audi A4 or in fact any of our models. The decision whether a recall is issued on any vehicle is the responsibility of Audi AG.
We are unable to comment on non-genuine parts and the difference in price between the genuine part and a spurious part. We cannot determine whether the spurious part meets the same standard as the genuine Audi part and this may be the reason for the price difference.
Once again we regret any inconvenience caused as a result of any concern with your Audi A4 and thank you for writing to us.
Kind Regards

*******

Audi Customer Care


Dear *****,

I am very surprised to hear Audi have not heard of any issues with the A4, Audi Owners Club forums are full of owners experience with such cars I'm sure many of whom inform Audi of the slighest issues with their cars. Also the majority of parts purchased from an Audi dealership must be replaced by the broken part taken from the vehicle. Surely this is Audi's way of checking problems with their cars otherwise they wouldn't ask for the parts to be returned? To say Audi are unaware of problems with the A4 is incorrect as they discontinued the chain and sprocket drive arrangement for balancing shafts in late 2005 to be replaced with a spur driven gear unit, which is exactly the problem I have with my car. This to me would suggest an acceptance of a problem but a failure to acknowledge responsibility for poor design.

I accept your point that you can not comment on other suppliers parts but Garrett turbos are used in many makes of cars. It is a genuine Garrett part I urchased which to me is far more important than it being called a genuine Audi part as Garrett as a world leader in turbo manufacture and Audi are not. I am pretty sure Garrett would not like to hear their turbo's being referred to as "spurious".


Best Regards

*********


I have not heard a word back since my second email to them. Seems like when you tell them the facts they don't like it.

MarkN

OP if you want the name and email of the head of customer service in BMW Ireland send me a PM.

I paid 80k for a Premium Selection BMW in Joe Duffy that had no oil in it and blown bulbs - it was all sorted out very nicely after a rocket of a letter was sent to the person in BMW Ireland.

GForcer1

Interesting thread, thought i'd add my 2c as have had some exp of BMW service.

I too bought a 320d SE (06) from BMW dealership. Anyway in the first year the altenator went, the car went "dead" doing 120km on M50 - needed a new computer, the fuel funnel to diesel tank sprung a leak and the DSC computer went, luckily i was covered by warranty so was blessed. Note this car was also a premium selection that underwent apparently "1000" checks..

I have also read that this DSC problem is a "known" issue on these BMWs, so in my opinion if the vendor is not prepared to do a recall and take a calculated risk, when this issue arises, they should fully cover the cost ( if you google it, you can see other peoples comments worldwide where BMW have covered it )- why should someone pay for labour on replacing a unit that has a known manufacturing fault?

Overall also over the last 18 months since I have owned by car, i have noticed at the garage where i bought my car, the service has really deteriorated. They used to have good people on the service desk who would help, now they are useless in my opinion, dont understand what needs to be done on these cars, or explain why - which i think is basic customer service.

I had hopped to keep a full BMW SH on the car from the same garage, but after the last visit for a service, i asked them to take the car out of the garage and i'll bring it elsewhere - brought it to AC Cars who were hundred times better.

So overall i agree in some points with the OP, i think also there are other good points made by posters, but in my opinion as someone who really wanted a BMW, and got one, I'm very disaapointed. Also a colleague of mine in work bought a 05 320d around the same time, and he has had a littany of problems aswell.

Mine is going in carzone in new year..i've had enough, i'll take the hit on the depreciation, learn my lesson and move on but i think anyone out there thinking of getting a BMW, maybe check through some of these threads as what is becoming apparent is that there are more issues / complaints coming against BMW. Shame really as i thnk they are a lovely looking car, and are nice to drive but not worth the hassle.

I noticed aswell a thread last wk showing how much in price BMWs have come down...one wonders...

Johnny Utah

This thread is driving me crazy.

BMW are covering the majority of the cost to repair the car, despite the fact that the warranty is expired, yet the OP still complains. How many other manufacturers would do this?

There was another gimp on here a few weeks ago complaining that BMW Ireland would not cover the repair on his car. Iirc, it was a blown turbo on an E46, a well-known issue which is regularly highlighted on all the BMW forums. This particular gimp only changed the oil every 20000 miles and brought the car to his trusted indy "specialist". Some specialist if he doesn't even know the most basic issues with an E46.

GForcer1

I take your point but from my point of view BMW have a unit in the vehicle that at point of sale has a higher than it should risk of failure due to probably a manufacturing issue - which has been ack'd by BMW, which if happens, then it should be up to them to honour replacing it, including labour.

Most electronic units have a thing call Mean Time Between Failure, where they rate a unit on how long it should last - we would never get these from BMW, but it would be safe to assume these units should have a MBTF i would think of >10yrs, so if you have a 3 year old car, you have a potential claim against the vendor to replace it as they are not meeting their MBTF figure for this unit.