service problems, any BMW Contacts?

[ard]

You send a certified letter, saying "I am exercising my rights to 'lemon' this car". THAT gets their attention. Then once you have their attention, you request whatever it is you want.

(call them up and say "I am sending a lemon request, could you give me a street address for delivery as well as s fax number?"... they will then try and draw you into the old "tell us your problems, we'll promise to look into it" story...refuse to engage, press for an address and fax number. You will then be escalated to the serious people in the group- at THAT point you can decide 'will I give them one more shot or will I lemon?' And dont get too caught up in the legalities of lemoning-this is a tool to get their attention.)

Expecting that you will magically call or email a person that will give you a new 5 series loaner and Fedex parts isnt going to happen.... I can give you the name, email and phone number of the BMW lemon byback manager and she will ignore your contacts....

[sjjon]

hehe, sounds like a good idea, just got off the phone with them actually. They said they are "not interested in providing any assistance at this time" due to the age and mileage of the vehicle.... car is 2 years old and about 40k on it...

Also in response to the long time in service their response was that in no way do they gaurantee the availability of parts for past model years to be readily available.

In response to the issue of loaner cars, apparently BMW NA doesn't provide loaners, its totally up to the dealer's discretion which has to be BS because i know for a fact that the dealer bills BMW NA for the expense of the enterprise rental car I have because they even told me that they had to get approval from them due to how long i'd be in it...

I don't know, just dismayed at this point by the lack of good customer service on their part, when I was on the phone with them I was truly as nice as I could be as I know screaming at them isn't going to get me anywhere.

[cravin]

Very easy for them to blow you off on the phone. As Ard mentioned, put it in writing.

[sjjon]

I plan on it, lucky for me, my wife is an attorney so a letter will be going out tonight. Also as an FYI, found the following, thinking of forwarding my complain to the top brass, i'm sure it'll end up in their trash bin but it's worth a shot.

BMW of North America

[motordavid]

Will be interested to follow the results of this thread...
Typical and classic response to a customer with a product that cost north of $50Gs, is two years old, with ~40k miles, warranty remaining, and a foot dragging dealer: "not interested in providing any assistance at this time".

Hope your barrister wife's letter gets their attention.
GL, mD

[cravin]

Originally Posted by sjjon

I plan on it, lucky for me, my wife is an attorney so a letter will be going out tonight. Also as an FYI, found the following, thinking of forwarding my complain to the top brass, i'm sure it'll end up in their trash bin but it's worth a shot.

BMW of North America

We should connect your wife with Ard. Between the two of those, we could probably start some sort of class action lawsuit that would have a settlement requiring better customer support. It's not like we purchased Yugos here.

[Kloogy]

I would be livid. I don't expect them to give me an Aventador , but a Dodge Ram for 5 weeks ! I had software issues on my E92 and they were very courteous during the month that my car was being diagnosed.

I would follow the advice being given here. I think you have been more than patient. This is why I don't keep these cars past 40k miles. It becomes a nightmare for many.

[MRV99]

Sorry to hear for the issues but as for the time to repair the car, i can understand why it may take time. you don't know all the little stuff which may have broke which are not common replacement items. The E70 is out of production and BMW may be pushing suppliers to make F15 parts. I would talk with BMW NA to see if they can compensate you for the lost time and also push for a BMW loaner. I am lucky that my dealership gave me a closely optioned X5 and a 550 f10 when my 2011 was in the shop for 63 days. Good luck

[sjjon]

Latest development is that the dealer called saying that the part they are waiting on is the alternator and that there are none in the country, expected time is another 2-3 weeks.

Couldn't believe it, I asked if the dealership had searched or called other dealers to find the part. They assured me that they did and that none were available.

Still didn't believe it so I called a few dealers, all did show none in stock but finally got a dealer to do a locate for the part. He found one in Michigan and one in the BMW warehouse in Illinois, they were nice enough to give me the numbers of both locations so I called and verified they were available, called my dealer back and told them to pick up the phone and get my damn car fixed. Part is now being fedexed and is due at the dealer by Friday....

So aggravated with the dealer, my SA is nice and I'm sure he is just reporting what is told to him but the management behind the scenes needs a few lessons in customer service!

[cravin]

No alternators in the country? C'mon Man! Sorry to hear you're getting such crap service