Bad main stealer - WATCH OUT

A friend of mine bought a 3 year old mini cooper from ****** ***** of ***** last September. The car came with a year extended warranty and had it's pre-sales check over (allegedly)  Drove the car home, really happy with it.

After a couple of days he noticed a small puddle of oil on his driveway where the car was parked so booked it in to have it looked at. The dealer tightened two bolts which aparrently cured the problem. It was found still to be leaking and they said the gearbox oil seal had gone and they'd need to order one in. When asked why it wasn't picked up on the inspection they said the inspection had been done thoroughly but they will re-do it. The car went back in to have the gearbox rectified. Problem sorted. (Not a seal but infact needed a new gearbox!)

The next problem reared it's head a few weeks later when the n/s headlamp adjuster failed. The interior lamp button had fallen out. Rear silencer blowing. n/s electric window sticking. The car was booked in and had all problems sorted without a hitch.

He made a complaint about the chrome flaking off the centre of the steering wheel and he was told it must have been his rings on his finger (he doesn't wear any!) and wasn't covered.

In February they agreed to rectify the chrome peeling off the steering wheel centre as it would appear to be a common problem. The airbag comes as part of the centre of the steering wheel and so was booked in to have the work done. When the car was returned, the airbag hadn't been replaced, instead the put a new steering wheel on it! Subsequently, a complaint was made about this job being done incorrectly and the constant ringing the dealer to recify the problem. He was passed from pillar to post and was always told the service manager was at lunch or in a meeting. When getting someone else to ring up for the manager, lo and behold he suddenly became available!

The car was re-booked to have the airbag done (second time lucky!) and also two electric window motors as these had failed as well (after many days of ringing up and complaining it was finally agreed) This time when the car came back, they had fitted the new airbag but the steering wheel had been replaced with a very tatty old one (the original one was immaculate) ******* ***** denied they had made this mistake and were adament the steering wheel they put on was the original before they cocked up and put the new one on! After a few hours of phonecalls and arguements, they finally admitted they'd made a mistake and the car was dropped in that evening to finish the job properly!

At the same time as the steering wheel problem, he reported a terrible humming noise coming from the engine which they checked out and coudn't find a fault but my friend said it was very clear every day he drove the car. The car was taken in again the next day for someone else to listen for the humming noise. It was diagnosed by a technician to be a faulty steering pump. The car had a new pump fitted but didn't cure the problem so said it had to be re-booked to have a new steering rack fitted! They also had to adjust the passenger window because since the new motor was fitted the window was catching on the a-pillar.

The next day when driving down the road, the a-pillar cover on the same side that was catching the window, blew off in the wind! ******* ***** are telling my friend that this is not covered under warranty and deny the faulty window had anything to do with this cover falling off even though it was catching on it.

There have been other issues surrounding this 'mini disaster' too suchas rude comments made by service staff. Forgetting to order parts. Messages not passed on etc and the bad diagnosis on several occaisions. I believe ******* ***** were bought out last October but are only just changing to ****** now, but it would appear the name is improving nothing. Anyone else had similar problems, I'd be happy to hear. I believe trading standards may be informed and I feel this case may not be isolated. Although this is all min related, they are also the BMW main dealer too, so I'd steer clear if I were you!

Regards

Mike

Mike - we don't allow dealers names to be posted in posts like this - I've starred out the names so that the thread can continue
NeRo

Edited by nero

Peter Fenwick wrote: Be carefull, I'm not sure how the moderators feel about people saying negative things about main dealers on here. I think the clubs connections with BMW mean that it is a bit of a touchy subject.

If Mikes' story is fact based (I'm not doubting that it is, Mike), then BMW shouldn't have a problem having it aired in public when their dealer has obviously had ample opportunity to put things right and has failed to do so.

Also, seeing as they have access here in what is a public forum, then they should be able to respond with their 2 cents worth if they have a problem with it.

That's just my humble opinion, though.

I'm not saying it shouldn't be aired, just that in the past when this has kind of thing has come up it has been quickly squashed. The Owners club can't afford to upset the dealer network.

to be honest ive been where you have with a lemon of a car and trading standards will most likely be full of good advice but in the end up have no teeth.

As AndyS says there is a time limit on rejecting a car and im almost certain your friend will be past this point as its something silly like 30 days. best speak to trading standards for a case analysis anyway. but i would guess the best that could come out of it is a "good deal" from the dealer to swap your car for another.

good luck

Edited by Z3BMW

Whilst I understand the reason for not naming and shaming the Dealership, I would have thought that BMW UK CEO Jim O'Donnell would be interested in bad experiences at Dealerships . This is the same Jim O'Donnell who writes in Straight-6 "Notes from the Bunker". Through this forum he has access to a wide range of consumers throughout the country and it is our experiences that reflect the experiences we receive at his franchised dealerships.

We all wish for a better service from the Dealerships and valid criticism can only improve the service.

It is probably better getting feedback from the members here , than from the general public as we are more likely to stay loyal to the marque.

This is an open question “Should the moderators/management be actively suggesting a scheme like this to the CEO?”


My own view I am sick of the Dealers and have from today started to use a new BMW Dealership 30 miles away just to get away from the two that are nearer to me.

Nigel

Thanks for the insight


Regards

Blimey chaps! what a can of worms I appear to have opened! Firstly, I was not aware that is wasn't good practice to name BMW dealerships but I can in a roundabout kind of way understand because its nice for us owners to be able to get a good deal and advice here and there, so was not meant to upset the apple cart.

I do however, as I'm sure most of you do, feel sorry for this guy because although he has had some firm yet fair words with them, he hasn't had the knockout punch to get them to listen to him. It's only really because his dad works as a service manager for another vehicle manufacturer and it is him that has rang the dealership on many occaisions to resolve the situation, obviously knowing what to say and who to contact, him being in the position that he is. My fear is, that had he not had any contacts within the motor trade, where would he be now?

I myself, work in a main dealer (Mercedes Benz commercials) and am totally horrified at his story. If this was one of my customers, I'd be ashamed to work there. I understand that things go wrong and it's usually down to individual dealers but surely, if BMW were to find out about this they would be just as horrified as myself, and surely, this kind of service from aforementioned dealer, cannot be aimed at just this one person, I imagine there are many more in the woodwork yet to surface?

I have had the beemer bug for years now and have had three in that time, all of which have been fantastic but I'm hearing more and more of this type of thing within the BMW network. If you do a search on the 5 series technical forum, there is a name and shame topic on there which several people have some terrifying stories of bad service, some from the same dealers. Where has the sense of pride and quality control gone? Having said that, I've been in the motor trade for over 10 years now and we can't just blame BMW dealers it's everywhere you go. Once you leave the forecourt with the keys, thats the last they want to see of you unless you are coming back for servicing or parts, perish the thought of coming back with a problem. If car manufacturers want repeat customers, they really have to pull their socks up. It's a dog eat dog world out there and quality is slipping everwhere. I cannot believe how many people I know who have bought a Ford in the last couple of years! One of which has had a Mercedes c-class coupe, a 3 series beemer (bought 3 years old second hand and it went back 3 times in a year) and a mini cooper S (sold on due to bad service from main dealer) this guy now owns a nearly new fiesta and he said the main dealer is fab and the car feels fantastic. Does this not sound any warning sirens to the luxury car manufacturers anywhere?

Anyway, off the soap box now. Just thought I'd share my views as a person who has great pride in his work and who's heart is in the motor trade but is disgusted at how customers get treated nowadays. Something needs to be done by all. It shouldn't be just about volume sales but a genuine love for the car they are selling, and the customers who buy them, a service which should continue until that car meets the crusher!

Most humble regards

Mike

 

Does anyone have the customer service number at Bracknell to help Mikes friend out ?

As already mentioned, one bad experience doesn't make a bad dealer. I don't doubt the quality (or lack thereof) of the service recieved but until the dealer has the opportunity to respond, it wouldn't be a fair trial.

Jack

You make very valid points.

I really am only a moderator, I have the power to pull your posts ( as long as your not too high up!), but thats all, I'm a nobody as far as the club is concerned.

Bracknell, and the number has been kindly posted on here, is the place to go.

I welcome your suggestion that perhaps the club should be involved, I don't fancy your chances, but the agm is coming up, fancy giving it a go ?