Vendor holding on my money
 

I have been observing the forum since October 2007, this is my first post.


I wonder if anyone has a case like this-
Purchased rims(20" - 227M) from MORRISTOWN and the rims were delivered damaged. I asked Morristown to retrieve the rims and handle their claim with FEDEX who is their agent as I had no transaction with FEDEX.
I initially OKed for a replacement but after almost a month of being "tricked and lead along":stickpoke I realize that I caught in the middle of Morristown's claim with FEDEX and my ability to get a replacment or just get back my money is dependent on Morristown's claim with FEDEX.
As anyone had such an experience and why should I be caught in the middle of MORRISTOWN's calim with their agent FEDEX. I explained to the parts rep. that I ahd no transction with FEDEX and paid all my monies to MORRISTOWN who have not delivered to me a good quality product that they promised when I made the payment.

Confused and (robbed)what should I do - contact BMW NA.:confused:

Sorry to hear of your trouble.
Scarily, this sounds like a scammer tactic (you may have read the posts about a Mercedes scammer) where the products are damaged (either in shipping, or the first place) and the seller delays the claim because of a multitute of reasons including the shipping company.
I would check first and foremost that you are indeed dealing with Morristown and it's not some scammer using them as a front.
I would also report this ASAP to your credit card company.
I would give a call to Morristown directly, ask to speak with the highest authority.
Report this to the Better Business Bureau. (bbb.org)

Good luck!

Thanks a lot for the feedback.
This is not the first that I am deadling with MORRISTOWN and on the prior transactions, I was very satisfied and have what I consider a decent raport with the parts rep.
I have sopken with the Sertvice Director who promised to get back to me and I am still waiting.
I have just now gone ahead with rejecting the credit card charges.
I will now contact the bbb.org that you recommend.

I've had a couple good dealings with Morristown parts. What they should do in this case is give you the replacement rim and handle the claim on their own time. I got rims from wheelsandcaps and they shipped a replacement to me right away. This is how business should be done. Morristown has reps on this board (though they don't check frequently) and they should respond to this considering the visibility of the issue.

The dealer should honor the successful delivery of parts you ordered from them regardless of their "damage" claim with a shipping agent. Their issue with FEDEX needs to remain BMW vs. FEDEX and not BMW (w/ customer) vs. FEDEX.

If you ordered the part directly from a vendor and you were the intended primary recipient, then yes, you would have to file a claim against FEDEX. I'm assuming the part was shipped from BMW(distro) to BMW (dealer) and then BMW (dealer) to customer. If this is the case, you shouldn't be involved in *anything* between BMW and FEDEX.

I would first talk to the Service Manager of Morristown about getting a replacement ASAP (unless you want your money back, then ask to get your money back). Service Center Representatives aren't in a position to give on the spot decisions (SMs are). If they are unable to resolve, go one step higher to the Regional Manager, etc. Eventually, you will have to report to BMW NA. You should be talking to BMW NA within a week. 24 hours per "senior authority" to make a decision is all you give them.

If you report this to your credit card provider (i.e. bank, etc) they will more than likely ask you to try to resolve it with the vendor first so get it out of the way now. Focus on getting as many people in BMW involved in how you've been treated. Eventually, you'll get to some intelligent who'll say "Wait, that's not right" and then fix it.

"Squeaky wheel gets the grease".

Oh, and don't be belligerent, but be adamant about how you're "disappointed", "upset", and "frustrated" (all them fancy words).

I suppose it doesn't hurt to try and get BMW NA involved, but I don't see where it is their issue, e.g., if I ordered an HP computer from Fry Electronics mail order and it arrived from Fry's with shipping damage, I doubt that HP would consider it to have anything at all to do with them, but rather that it was a problem between the Vendor (Fry's), the Customer (me), and the shipping company that Fry's chose to use.

What am I missing here?

No need to get all bent out of shape so quickly. Rejecting a credit card so fast could slow down resolution to your problem. And reporting it to the BBB should only be done after things can't get resolved.

I've purchased from MORRISTOWN BMW a few months ago. No problems with my order. They are VERY slow at responding. I figure they are using the internet to supplement their parts deparatment and haven't dedicated a person to it fully. Either that or they might have really good business and lack the resources to handle the situation. Regardless of the case, I found their discounts very good, plus I don't know of any other dealer's parts department selling on the internet.

Give them a call and try to speak to the parts manager or someone higher up. Like erick_c says, don't be belligerent, just keep talking and insisting that the matter gets taken care of.

Good luck!

I've made a number of purchases from MORRISTOWN BMW. Never any question about their integrity or the quality of their goods.

They are not monitoring this forum frequently and seem to have sporadic email responses.

nupak, You said that you've spoken to the Service Director. In most dealerships, you need to talk to the Parts "director". Suggest trying that.

Good luck.

Thanks ALL
I must say all my prior orders from Morristown has been good with good discounts and that's why I kept going back to them. At no time initially I thought about a refund until in all correspondence the issue of the MORRISTOWN claim with FEDEX kept being mentioned and finally today I was told by the sales rep. that I will have to wiat until their calim with FEDEX is resolved...this was my final straw. Ordering over the phone really allows for you to be abused at times or not be able to make your physical presence be felt when you hear answers as I was given by the sales rep.
I have reported the matter to BBB and will follow the recommended approach by Erick C (24 hours per "senior authority" to make a decision is all you give them).
I would love to report the matter to BMW NA but don't have any info. as to how. I think it is good if they are made aware given that MORRISTOWN represents the image of BMW and should provide the service level commensurate with the high value of the vehicle that we purchase and BMW NA expect that we will receive in all their agents for service and parts interface.
Tomorrow I will try getting the parts manager then the parts director and onwards.

In this case, using your example, you want to order an HP computer so you go to Fry Electronics. Fry orders from HP (and then Fry will subsequently deliver it to you) but it arrives at Fry damaged. The problem exists for the shipping company because the damage occurred during the transaction between HP and Fry.

This is how I interpreted the problem