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Old 12-03-2011, 01:19 PM
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Where do the warranty parts go?

We had a case open (puma) in which a large number of parts were changed. Since that time we have had to pursue some legal matters on the vehicle and I was wondering if anyone knows what happens to the warranty parts that are swapped from BMW? I saw on the R/O that a number of items were refurb. so I assume they go back to BMW or somewhere else for refurbishment, but am not sure either.

anyone know if they parts are treated differently when on Puma case and not.... trying to track this down and it has not been an easy task, especailly when no one is giving out any information on this.
Thanks
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Old 12-03-2011, 01:52 PM
ard ard is offline
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1. PUMA does not necessarily define that parts will go anywhere. I do, however, have a suspicion that with some issues (ie SCR cat failures, or other items that are causing broad spread issues) BMW may be doing some investigations

2. Short of having a filed lawsuit and then using the court to compel discover and turn over parts, you are pissing into the wind trying to 'find' parts.

3. I sound like a broken record on forums when I jump up and down and yell at people to "make your SA document XYZ on the work order". It is so much easier if you have a documentary chain on their own paperwork to press your case...hunting down an expert- or parts- to establish an argument is almost impossible.

4. If YOU paid for the work your state law may require them to give you the parts if you request at the time the work order is written...if warranty, BMW gets them. They can throw them away. Especially if the dealer wants to hide something, they can toss it and just tell BMWNA it was 'inadvertently' tossed. They may get slapped, or them may pay for the part themselves...not sure what the criteria is here.

A

PS Hope it is away from the first dealership... your issue seemed to be a lying dealer who trashed the car, blamed you- and now BMW is left having to side with the same lying dealer! Sorry
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  #3  
Old 12-03-2011, 02:35 PM
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JCL JCL is offline
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I agree with everything ard said, especially point 2.

A small clarification on point 4:

If it is warranty, and if BMW is like many other manufacturers I have dealt with, they have the right to ask for the parts back from the dealer. They may or may not do so, depending on whether they are investigating something in particular, or whether they simply want to ensure that the parts are out of circulation for any reason at all. The dealer stores them until BMW asks for them, or provides a disposal instruction, up to a predetermined time limit (I have seen up to one year, depending on the manufacturer). If the dealer does not keep them (and the manufacturer does warranty audits at their discretion) then not only does the manufacturer have the ability to not pay the warranty claim (parts and labour) but they can go after all similar warranty claims at the dealership to determine if there was any padding going on in the claims process. Once a dealer has been burned in a warranty audit, they will become very focused on keeping the parts. That doesn't mean you can get hold of them, it just provides some background on where they might be.

Not knowing the background to the OP's situation, a question to the dealer as to whether the parts have been destroyed, or returned to the manufacturer, would be the first step.

BMW can use refurbished parts, but that is separate from the warranty claim system. Those are rebuilt cores, and such cores are obtained from service work. Think of a core as a glass pop bottle returned for refund, although that analogy is getting old now. For new designs of parts (where there are none in circulation to rebuild) the remanufacturing process will typically be seeded with new parts marked as rebuilt. The rebuilding process returns the parts to new specs, and they have a warranty. It is not the same as a backroom repair shop.

Hope that helps.
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Old 12-03-2011, 06:33 PM
ard ard is offline
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Quote:
Originally Posted by ard View Post

4. .....not sure what the criteria is here.
Quote:
Originally Posted by JCL View Post
A small clarification on point 4:

If it is warranty, and if BMW is like many other manufacturers I have dealt with, they have the right to ask for the parts back from the dealer. They may or may not do so, depending on whether they are investigating something in particular, or whether they simply want to ensure that the parts are out of circulation for any reason at all. The dealer stores them until BMW asks for them, or provides a disposal instruction, up to a predetermined time limit (I have seen up to one year, depending on the manufacturer). If the dealer does not keep them (and the manufacturer does warranty audits at their discretion) then not only does the manufacturer have the ability to not pay the warranty claim (parts and labour) but they can go after all similar warranty claims at the dealership to determine if there was any padding going on in the claims process. Once a dealer has been burned in a warranty audit, they will become very focused on keeping the parts. That doesn't mean you can get hold of them, it just provides some background on where they might be.

Not knowing the background to the OP's situation, a question to the dealer as to whether the parts have been destroyed, or returned to the manufacturer, would be the first step.
Right! Thats exactly what I meant to say!

A

(OP had a particularly strange story, JCL you'll find it easily as he has so few posts...)
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