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  #1  
Old 01-07-2014, 11:38 AM
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service problems, any BMW Contacts?

we love our x5 but am having continued problems.
The current issue was quite alarming and almost caused my wife to get into an accident! She was driving down the streets in our development and heard a loud crack from under the hood, after which she wasn't able to steer the vehicle, the car ran up a curb and stopped on one of our neighbors lawns a couple feet shy of some trees and a ditch. Once she called me and I came running down the street fearing the worse by how she reacted on the phone, I was able to steer it although with an extreme amount of force, we left it on the road and BMW towed it in for service.
What appears to have been the cause as reported by the dealer was that the idler pulley bolts sheared off of the engine block, when this happened it also snapped the alternator free from the engine, punctured the radiator, and caused some other damage. I can't imagine what would have happened if this occurred while at higher speed. The dealer reported to me that not only was the damage more than they originally estimated but that they weren't able to get parts for the vehicle and that it would be at least 6 weeks in the shop(we are 5 weeks in now)! This morning they called to report that it would be at least another 2 weeks till they hope to receive the parts needed to fix our car and then couldn't estimate when it would be actually fixed.

Given this, I think we are just going to suck it up and take a loss on the car and trade it in on something new, was thinking of the 2014 X5 but they have seriously jacked the price up and are giving you less for it. To get a new diesel comporably equiped to ours, it's going to cost about 10-12k more than ours cost new two years ago!

Does anyone on the forums have any contact information for someone at BMW Corporate? Sent customer relations a few emails but I never hear back from anyone.
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  #2  
Old 01-07-2014, 02:18 PM
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What are you expecting??????????

Things break, sometimes catastrophically- do you really expect BMW will give you a new car because your wife is upset?

The idler pulley was, as I recall, subject to a recall. Maybe not on your care, but look it up. Was your affected? Did you have it done?

Finally do you life in Zimbawe or China or New Zealand? Kinda depends where you live in terms of warranty and corporate. I see by your profile you listed ________________.


Ive lemoned a car and helped with a few- that is the only way to get BMW corp to pay attention. If you are in the USA, and if the car is under warranty and if you meet the criteria for a lemon claim in your state, you can tell them "I am lemoning this". They'll probably offer you some $$ to not lemon it.
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Old 01-07-2014, 02:58 PM
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Thanks for replying but to clarify, in no way am I looking for BMW to give me a new car, I do understand that hey, things break and they depreciate. I'm ok with biting the cost of depreciation and buying a new one but want to reach out to them and see if they can do anything for me in terms of maybe finding out what the story is on why the parts are taking over 6 weeks to get to the local dealer or hell, helping me get a BMW loaner car. Right now I'm driving a Dodge Ram pickup truck which is what the BMW dealer gave me as a loaner and they keep saying there aren't any BMW loaners available despite the fact that I drive by the dealership everyday and see a line of them parked out front.
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Old 01-07-2014, 03:04 PM
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Sorry, forgot some other information, Located in Southern New Jersey outside of Philadelphia if anyone know who the local rep is. Been asking the dealer for a contact at BMW to talk to but they refuse to give me his information.

Looked into the recall, mine was a late 2012 production and wasn't covered by the recall from what I was told.

Thought about lemoning the car but from what I can find we are just outside the limits of lemon law due to mileage, have had the car for just over 2 years and its spent about 3-4 months in the shop which I find to be unacceptable.
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Old 01-07-2014, 04:18 PM
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I would be very very upset if I were you and I think you have a right to complain. Yes, things do break and that is the nature of the beast but we have all purchased these high-end German designed and engineered vehicles for several reasons and I would venture to say most, if not all of us, place the reasons of reliability, longevity, and safety at the top of the list. The last reason I bought a BMW is to impress my friends or try to send a message to others about my social or financial status. I simply wanted a decent quality and dependable vehicle that I could depend on at all times. Now with that being said.

1. Six weeks plus for those repairs is absolutely ludicrous and is completely unreasonable. You have been more than patient and I have to give you credit for that.

2. Sticking you in a domestic pickup truck loaner for that long while your $60,000+ BMW is in the service department for warranty work is not only unacceptable but seriously needs to be addressed with BMW customer service. BMW provides loaners to the dealerships so customers can drive a BMW while their vehicles are down for repairs. Not only is this good marketing by the manufacturer but it's also something they do to reduce the inconvenience for the pending repairs that are being done to the customers vehicle.

3. I would have personally been on the phone with BMW corporate customer service lodging a complaint after 1 to 2 weeks had passed. This doesn't mean that they would be able to expedite the parts or get the repairs done in a more expedient manner but at least it would be documented with the manufacturer in case you have any future issues related to this incident. Additionally, if you have any new and unrelated service issues in the future and you decide to take legal action against the motor company it will always be in your favor to have the dates, times, and detailed complaints reported and recorded with corporate customer service.

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Old 01-07-2014, 04:53 PM
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+1 on TLS's thoughtful post...unless the part(s) are exotic, on month long B/O or rare on some specific model, it seems the dlr has been foot dragging, hadn't really determined the parts and repairs necessary, or both.

I would be beefing at BMWNA more vociferously...

The loaner is what it is. It isn't like he dropped off his Bentley Cabrio.

As to the potential trade it in on another but the cost diff sucks, the OP was fairly ecstatic on his orig buy price, but these babies depreciate like a solar panel farm in Seattle, imo.
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Old 01-07-2014, 05:02 PM
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Yea, I agree, must be part of the story that I'm not receiving from the service advisor, can't imagine any of the parts for my car taking 6+ weeks to be available, especially for a car built here in the US using an engine that is very much current.

was hoping someone had a direct contact email for someone at BMW Corporate, I've sent a letter and email to their customer service account listed on their website a couple times and have yet to hear back.
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Old 01-07-2014, 05:12 PM
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If it were me, I'd drive there and camp out in their lobby.
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Old 01-07-2014, 05:18 PM
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Might come to that, plus, with this Dodge Ram they have me in as a loaner I could easily pack up my grill, a tent, mattress, and everything else i'd need for a nice camp out in front of their dealership
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Old 01-07-2014, 05:26 PM
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No no no, I meant BMW North America. They're out by Mt. Olive and you'd be right next to the Mars building. You could probably start a campaign and walk from lobby to lobby exchanging BMW keychains for M&Ms
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