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      01-19-2014, 05:52 AM   #1
ikonic
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Advice please - how long should a part/repair reasonably take?

Hi all,

just after some thoughts and advice from you all on what I'm currently experiencing with my 328i.

You may have seen my other thread from before, but to summarise, on December 6th my 328i M-Sport decided to give up the ghost and leave me stranded.

It was recovered by BMW assist that day and my local dealer almost immediately diagnosed a faulty ignition system and advised that it'd need a new ignition system which would go on backorder.

So initially, I was given a 320d M-Sport by BMW assist to use (it was actually an Enterprise rental car) which I had for just over 3 weeks. Fine, it was a reasonable spec and did the job so fair enough.

Presumably because the hire car was costing BMW a fortune (a chance coincidence meant I was hiring a van from Enterprise and enquired how much it was costing BMW - 80+VAT a day!!), BMW wanted to swap me out of the hire car and into one of their pool cars - again, fair enough.

Now, whilst all this was happening, the dealer kept me informed that the part was still on backorder from Germany and they had no idea when it might arrive now (originally they estimated it'd be about 10 days). Not really ideal, but what can you do but wait?

So I went to swap the hire car for BMW's, and was given a 320d efficient dynamics. It was a brand new car, but annoyingly for me, it didn't have Sat Nav (my own 328 and the Enterprise car both have it) which is a bit of an issue since I sometimes need to visit clients etc. for work.

Now this is kind of where my issue is coming in..... Bearing in mind I'm paying quite a substantial amount of money on my finance agreement for my 328i, I'm slightly annoyed that it's fast coming up to 2 months since I "lost" my car (and obviously 2 payment cycles where I've had no use of my car).

Granted BMW have been good to supply me with cars to keep me on the move, but bearing in mind I'd paid so much originally to enjoy:

1. the 328i's more powerful engine
2. the professional nav
3. leather & M-Sport
4. xenons & iPhone cradle
5. whatever other "luxuries" I'm missing out on in the very basic 320ed

I think it's a bit ridiculous how long its taken to get a part to the dealer to fix my car?

I'm thinking of taking up the issue with either BMW CS or even BMW Financial services but I'm not really sure if I've got much of a leg to stand on here?

Ideally, I just want BMW to pull their finger out and get the part to the dealer and fix my car....

But failing that, I think they should either supply a like-for-like replacement for my reasonably high spec 328i or..... give me some sort of credit against my finance agreement to cover the fact I'm evidently not getting the same deal for my money!

Just want to know your thoughts guys, or am I being too much of a kid and throwing my toys out of my pram?!
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      01-19-2014, 06:13 AM   #2
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What sort of finance do you have, pcp, pch or hp?
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      01-19-2014, 06:38 AM   #3
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I'm on PCP mate.


Part of me thinks I'm being petty, after all a brand new 320ed isn't a bad courtesy car to have.

Then again another part of me thinks why the hell am I paying so much when I don't even have use of my car!
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      01-19-2014, 06:44 AM   #4
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I think you are right to be aggrieved. That your car broke down is annoying enough, but that the company can't repair it even when they know what's wrong is an appalling situation. I think you need to be complaining to the dealer and also BMW customer services, and exloring to get some sort of compensation.

I think speaking to the Financial services guys would be a waste of time really, though can't say I've got any experience of them. Ultimately its BMW UK who would tie everything together and call the shots on anything.
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      01-19-2014, 06:48 AM   #5
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ikonic:

So sorry about your woes.

Two months is a long time to wait to get your own high spec car back. The crux of the problem is that you are now driving a lower spec car and paying for a higher spec and better car. This is not fair. In a way you are out of pocket. The inordinate delay is BMW's fault and they should compensate you. And, you are not being petty.
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      01-19-2014, 06:51 AM   #6
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Here are my thoughts and suggestions:

It's not the dealer's fault the car has failed and the part is on extended back order and you still need them to fix it for you when the part arrives. So treat them as your friend and work WITH them (incidentally I am not suggesting you're not, it's just an opener to my next thought!).

Call the Service Department and ask for the After Sales/Service Manager to call you. Explain your frustrations to him, understand he probably already knows but just repeat what you have told us here. Tell him that you will be writing to the Dealer Principle and ask him kindly to assemble all the relevant information and timelines from his point of view. Make it clear that you are not apportioning any blame to the dealer but that you need a resolution.

Immediately write to the Dealer Principle with a synopsis of the above and request a face to face meeting with him/her and the Service Manager.

Don't accept their promises to resolve without meeting, you are entitled to a meeting and even if they fix things in the meantime you need a debrief/post-mortem should anything happen in future needing their support (it will give you a 'direct line to the top'.

When you meet, have a prepared chronology detailing all the issues and AGREE this with them at the outset - if the After Sales Manager has done what you asked, this will be straight forward.

After they have agreed the issues, clearly explain your additional circumstances; not having access to the expensive options you ordered, no sat nav and paying finance on a car you don't have. Acknowledge their willingness to provide a loan car but have them acknowledge its not like for like.

Ask them for the options available to resolve. Remember that the warranty claim is with BMW UK, NOT the dealer. BMW UK will be picking up the tab for all work and possibly the loan vehicle. If you need a like for like, suggest that they either seek approval from BMW UK to charge back or request that BMW UK deliver one of their cars to you - Bracknell is not so far from Swindon after all!

Take notes at the meeting. In fact, take someone with you who can take notes (or even formal minutes if you have someone capable of this) and follow up quickly with a letter containing a copy of minutes.

In summary, show them you are serious, don't accept a 'we'll try our best' and don't leave without agreeing a solution you are happy with. If this solution is that they buy-back your car or replace like for like then stick to that. Remember that they are a business and it's not personal!

Good luck, please report back
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      01-19-2014, 07:03 AM   #7
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Thanks guys for the replies.

MarkG - thanks a lot, sounds very sensible.

Agreed that the dealer has been helpful and courteous for the most part, so my annoyance is essentially with BMW for the time its taken to supply a replacement part for them to use.

Will try the service manager in the first instance tomorrow and report back to you guys!

As for like-for-like replacement, I think I'll explain to them that since loan 328s seem to be in such short supply in the UK, I'll happily either accept a M135i or 330d to use for the time being!
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      01-19-2014, 07:03 AM   #8
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That's a very level headed approach there Mark. One thing that I'd be interested in is the lead time for a brand new 328i.
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      01-19-2014, 07:24 AM   #9
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If you don't ask....

I worked in a services related area for 20 (odd) years so my advice is always 'don't make it personal but be clear on what you want to achieve' - at the end of the day we're dealing with people, p**s them off and those people are less inclined to help you.

Has a similar issue with a certain satellite TV company you may be able to think of, screwed up my viewing over Christmas without a care. I am currently enjoying six months completely free viewing. Not to the same scale however considering my monthly bill was 110, I thinks that's a decent result!
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      01-19-2014, 07:51 AM   #10
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Quote:
Originally Posted by MarkG335 View Post
...considering my monthly bill was 110...
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      01-19-2014, 08:23 AM   #11
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Wow the porn channels are expensive these days
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      01-19-2014, 08:30 AM   #12
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Feel for you ikonic

I had an episode where my car was 'out of action'. I got to drive a brand new M6 for a few months. Bit different from a 320d ED

However, that is a little different in that it was the dealership that put me in that position, not BMW maintenance issues.

Mark offers some good advice, even if a little 'formal' for some.....the gist is correct.

Plus side is your car is not clocking mileage, which will perhaps benefit you come trade in. But you should be getting a useable vehicle, and if Sat Nav is your main 'need', I would highlight this. Dealerships have quite a few decent vehicles at their disposal, so should not be a problem to give you one. Ideally you want the use of the service managers own car, that will G up the speedy repairs of yours

Good luck!!!
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      01-19-2014, 08:33 AM   #13
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Quote:
Originally Posted by NISFAN View Post
Wow the porn channels are expensive these days
As if...

The kid's multi-rooms plus movies and sports that we never watched... I'm obviously not one for value!
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      01-19-2014, 08:34 AM   #14
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Quote:
Originally Posted by MarkG335 View Post
As if...

The kid's multi-rooms plus movies and sports that we never watched... I'm obviously not one for value!
Yeah yeah, we hear you
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      01-19-2014, 08:35 AM   #15
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Quote:
Originally Posted by NISFAN View Post
Yeah yeah, we hear you




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      01-19-2014, 04:52 PM   #16
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Another way of looking at it is, while your car's in for repair it's not getting any wear & tear or mileage put on it!
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      01-19-2014, 05:03 PM   #17
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Can they not take the part off one of their own cars for now and back-fill with a new one when it turns up?

Admittedly I don't know what's involved with doing this, but I do like to think its a plug-in module or something like that?

Mark the unit they would fit so you know they have actually swapped it for the new one though!
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      01-20-2014, 03:48 PM   #18
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Well......


I was ready at 9am to give the dealership a call armed with Mark's advice...

Just as i'm about to dial, lo and behold the dealership is actually ringing me!!

Turns out the part arrived on Friday and they've now fitted it and the car is ready to be collected!

Sod's law ain't it!?!


On a side note, I somehow got chatting to the sales chap about M135i's and has got me thinking again.....
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      01-20-2014, 04:09 PM   #19
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It's quicker for you to fly out to Germany, get the part required from a local dealer, and bring it back. A weekend away and charge it to BMW
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