[davegill]

I went to pick up my new X5 yesterday from Auto West BMW in Richmond, BC. They had me sign the paperwork and transfer my insurance over. And then when they are about to give me the keys, they tell me that they are still waiting on a "code" for the MPPK, and that there is an error displayed in the dash. They asked to keep the car until they received the code. I said sure, give me a courtesy car for the time being. They told me they didnt have any, and that I would have to walk to a rental car place nearby and rent a car myself, and they would reimburse me. As I was trying to figure out in my head how they could offer such poor service, they then told me the truck was actually fine to drive in the time being, and to just ignore the error in the dash.

I reluctantly agreed, and was on my way, only to quickly realize this truck was not driving normally at all. I had to slam the accelerator to build up any speed at all. By this time I was on the highway, so I called up my sales agent and informed him. His response was to just drive it like that, because there were no other options at that point. So now I'm sitting here with a brand new X5 that barely moves... waiting for my sales agent to call me once they receive this code they are waiting for.

I'm debating contacting BMW Canada and complaining. How the hell do you send a customer home with a new car that you KNOW isn't running correctly? How do you not inform me that you're still waiting for a code before I come for collection? Why wait until after I sign off on all the paperwork and transfer my insurance over? I'm extremely annoyed. Regardless to say I won't be buying from this dealer again, but I'm wondering if anybody has any advice on how I can proceed.

[Chrisupra]

Reading that infuriated me on your behalf. I would escalate this as much as possible. This is your hard earn coin my friend and you're being fucked around. Totally unacceptable in my eyes and I would have zero tolerance from here on out.

Go above them, call BMW Canada or ask to speak with the manager of the place you bought. All good starting points.

Also, you could contact consumer affairs (I would do that now) and explain the situation. Giving you the bad news after the purchase is a big no no.

[sukhparm.7]

I thought you could return the car within a week if there is any problem with it.

[davegill]

Originally Posted by Chrisupra

Reading that infuriated me on your behalf. I would escalate this as much as possible. This is your hard earn coin my friend and you're being fucked around. Totally unacceptable in my eyes and I would have zero tolerance from here on out.

Go above them, call BMW Canada or ask to speak with the manager of the place you bought. All good starting points.

Also, you could contact consumer affairs (I would do that now) and explain the situation. Giving you the bad news after the purchase is a big no no.

I got in touch with the GM at the dealership. He was pretty rude and short about everything and just boiled it all down to miscommunication... whatever the fuck that means.

So I sent an email to BMW Canada. Next thing you know, the service manager from the dealership calls me, and tells me the codes are ready and that they have another x5 for me to drive in the meantime. I don't know why they wouldn't have just done this from the get go. Would have saved us both a lot of headache. I guess they just hoped I would just put up with it and not complain. I picked up my truck today and everything seems to be in order. They threw in black grills to compensate me. Which isn't a lot, but its something.

I still plan on letting BMW Canada hear all about experience. The GM is just full of himself, and he belittles his customers and his own employees... he called the sales agent an idiot in front of me. Needless to say, I'll never be going back there, not even for service.

Thanks for your advice!

[frazervalley]

Thanks for sharing your experience. Good to know to avoid that dealership.

[IK6SPEED]

Originally Posted by davegill

I went to pick up my new X5 yesterday from Auto West BMW in Richmond, BC. They had me sign the paperwork and transfer my insurance over. And then when they are about to give me the keys, they tell me that they are still waiting on a "code" for the MPPK, and that there is an error displayed in the dash. They asked to keep the car until they received the code. I said sure, give me a courtesy car for the time being. They told me they didnt have any, and that I would have to walk to a rental car place nearby and rent a car myself, and they would reimburse me. As I was trying to figure out in my head how they could offer such poor service, they then told me the truck was actually fine to drive in the time being, and to just ignore the error in the dash.

I reluctantly agreed, and was on my way, only to quickly realize this truck was not driving normally at all. I had to slam the accelerator to build up any speed at all. By this time I was on the highway, so I called up my sales agent and informed him. His response was to just drive it like that, because there were no other options at that point. So now I'm sitting here with a brand new X5 that barely moves... waiting for my sales agent to call me once they receive this code they are waiting for.

I'm debating contacting BMW Canada and complaining. How the hell do you send a customer home with a new car that you KNOW isn't running correctly? How do you not inform me that you're still waiting for a code before I come for collection? Why wait until after I sign off on all the paperwork and transfer my insurance over? I'm extremely annoyed. Regardless to say I won't be buying from this dealer again, but I'm wondering if anybody has any advice on how I can proceed.

While I agree this is piss poor and unacceptable Customer Service, why would you ever sign the paperwork for a car without starting it up or test driving it first?

That was a serious mistake on your behalf.

[anotheran]

I didn't sign the papers until I did the quick look over and test drive. That puts the pressure on the sales guy to get everything fixed asap.

After you sign the papers, sales doesn't care any more.

[davegill]

Originally Posted by IK6SPEED

While I disagree this is piss poor and unacceptable Customer Service, why would you ever sign the paperwork for a car without starting it up or test driving it first?

That was a serious mistake on your behalf.

Originally Posted by anotheran

I didn't sign the papers until I did the quick look over and test drive. That puts the pressure on the sales guy to get everything fixed asap.

After you sign the papers, sales doesn't care any more.

I've purchased several BMW's before and never had any issues like this. The cars have always been perfect. I don't think it's unreasonable to expect a brand new $90k vehicle to be running properly, but I won't be doing that again. Lesson learned.

[IK6SPEED]

Originally Posted by davegill

I've purchased several BMW's before and never had any issues like this. The cars have always been perfect. I don't think it's unreasonable to expect a brand new $90k vehicle to be running properly, but I won't be doing that again. Lesson learned.

Lol, I meant agree with you, disagree with their customer service, but you know that.

Trust. But verify.

What happens when you assume?

[anotheran]

Originally Posted by davegill

I've purchased several BMW's before and never had any issues like this. The cars have always been perfect. I don't think it's unreasonable to expect a brand new $90k vehicle to be running properly, but I won't be doing that again. Lesson learned.

the expectation is totally correct. But there's a good reason no Canada BMW dealership ever makes the annual BMW Center of Excellence list for BMW North America: https://www.press.bmwgroup.com/usa/a...language=en_US

[TheUltimateDrivingManiac]

Originally Posted by anotheran

But there's a good reason no Canada BMW dealership ever makes the annual BMW Center of Excellence list for BMW North America:

The main reason for this is that BMW Canada is not a part of BMW North America.

[anotheran]

Originally Posted by TheUltimateDrivingManiac

The main reason for this is that BMW Canada is not a part of BMW North America.

I stand corrected