[Walesy]

Need some help here guys as I dont know where to go with this.

Basically, the dealer wants some regional service guy for BMW to look at my car an authorise investigation (they dont want to use resources and labour to try and pin point a fault). I took the car in approx between 16-19th Febuary to have this looked at by the dealer, this is when they suggested that the regional service guy would have to get involved to authorise the investigation works etc.
I was initially told it would approx be 3-5 weeks for this chap to attend the dealer, which I was prepared to wait as I know the guy covers Scotland and parts of Irleand. We are now on the 3rd June and I have still not seen this guy and the dealer is not interested any more by the looks of it. I have contacted BMW and they are saying this guy arranges his own diary and they dont have a date as to when he will attend the dealership, I tried to speak with his manager but to no avail.
I think 3 months is a bit much and I should be getting a bit better service than this..any suggestions as to wher I go from here. I am ready to contact trading standards to see what they suggest but I dont know if they will take this on board.

Thanks in advance.

[NFS]

Looks like a complete failure to honour the warranty.

Tell BMW that they have one week to resolve the impasse and attempt to diagnose the fault. Also contact trading standards and advise that BMW are not prepared to investigate a warrantable fault.

[Walesy]

Originally Posted by NFS

Looks like a complete failure to honour the warranty.

Tell BMW that they have one week to resolve the impasse and attempt to diagnose the fault. Also contact trading standards and advise that BMW are not prepared to investigate a warrantable fault.

I am at my wits end with it all tbh and really dont need this at the moment. I spoke to them last week and they advised that if I have not heard anything by today I was to call and I did, but got the same answers as I did last week.

[themetz]

Nightmare scenario. Nfs's advice is good. Time to put your complaint in writing with full - but concise and polite - record of events, and give deadline when you want resolved by to prevent taking further legal advice.

[Walesy]

Originally Posted by themetz

Nightmare scenario. Nfs's advice is good. Time to put your complaint in writing with full - but concise and polite - record of events, and give deadline when you want resolved by to prevent taking further legal advice.

I am going to take advice tomorrow from trading standards in attempt to resolve. I really hope I can get some closure to this as it is the last thing I need, suffering from stress already with other things.

Thanks guys, really appreciate all your advice.

[simples]

this is just really bad service from a brand name and i feel for u mate, its like nobody really gives a shit attitude because they now have ur money. as b4 u need to start sending letters to the ppl concerned saying u will take action.

[F31-340i]

whats wrong with it?

[Walesy]

Originally Posted by ///ajd

whats wrong with it?

At idle it can become lumpy, the idle doesnt seem to move but the car rocks from side to side slightly. It never done it before and I am concerned it is an injector. Also, when you are on the motorway at approx 1800-2000 RPM and you press the accel to speed up, the engine seems to 'miss' as a petrol car would if it were a spark plug failing. I did some research on here and found others to have the same issue leading to the EGR valve being replaced.
Also, I want them to confirm that the blue smoke in the morning is normal, I never notced this till a few months back therefore I am not sure if it is normal, only want someone to say yes or no basically.

My warranty is up this month and dont want any issue in terms of failures after the warranty has expired. I took it in on Febuary, I think they have had plenty of time.

[mgarvey]

That sounds exactly like an injector - my 325i had these symptoms twice (requiring replacement injectors) and in the end all the injectors were replaced under recall. Not sure the common rail diesel units work in the same way though, I don't have that level of technical knowledge.

[ibanezking]

i wouldn't overly worry about it being or becoming out of warranty as they were advised of this when it was within the warranty..............

and as such have to honour it.........

[mistry]

give these guys a call, they will give you practical advice, and how best to deal with them http://www.consumerdirect.gov.uk/

They have been great with a problem I have with my BB supplier.

[Walesy]

Update:

Called BMW today and informed them that my next step would be legal as I was seriously pissed off (no exact words). So they put me through to the original person I was dealing with who then informed me that the dealer was confident that they could resolve this issue without the need to involve the regional service manager/technician, so I have to phone the dealer. It was them who suggested this guy's involvment in the first place. WTF???

So I called them looking to speak to the service manager who BMW advised me to speak with and was told at 9.20 this morning that he would call me back....still waiting.

[Irnbrukid]

What dealer is it... name and shame.

[simples]

i would'nt contact them now, just start your legal proceedings and let them do the running around after u !!!

[Walesy]

Originally Posted by Irnbrukid

What dealer is it... name and shame.

I will if I dont hear by Monday. Reading between the lines BMW are kicking it back to the dealers now as in 'why do you need our guy? Can you not repair it yourself? type of thing.

See what happens monday.

[Oli]

Try another dealer?

[beemerbird]

Walesy, obviously and rightly so this is getting to you and sorry you're experiencing all this.

In all honesty, I'm a bit baffled as to what they're playing at. If you know of some of the reasons why your engine is behaving in this way, then they sure as hell do also. There are only so many computations as to what it can be. It's a good car and this unnecessary buggering about spoils things for you I'm sure.

3 months is ridiculous imo and smacks of stalling tactics for whatever reason. It doesn't matter whether this bloke arranges his own diary or not ffs, you are the customer. Christ, does anybody accept responsibility in the work place these days.

Anyhow, you appear to be happy to wait until Monday but in the meantime I would instigate your back up plan, either by contacting trading standards and or speaking with a solicitor.

Make a log of with whom you've spoken, time and date btw.

Good luck.

[Walesy]

Originally Posted by Oli

Try another dealer?

other dealers up my way dont get a good name unfortunatley, this dealer was recommended to me by a few people so I would hate to think what the others are like. But may be worth a chance to be honest, I dont imagine it can get any worse.

Originally Posted by beemerbird

Walesy, obviously and rightly so this is getting to you and sorry you're experiencing all this.

In all honesty, I'm a bit baffled as to what they're playing at. If you know of some of the reasons why your engine is behaving in this way, then they sure as hell do also. There are only so many computations as to what it can be. It's a good car and this unnecessary buggering about spoils things for you I'm sure.

3 months is ridiculous imo and smacks of stalling tactics for whatever reason. It doesn't matter whether this bloke arranges his own diary or not ffs, you are the customer. Christ, does anybody accept responsibility in the work place these days.

Anyhow, you appear to be happy to wait until Monday but in the meantime I would instigate your back up plan, either by contacting trading standards and or speaking with a solicitor.

Make a log of with whom you've spoken, time and date btw.

Good luck.

Glad it's not that is just me thats baffled, LOL. Some of the conversations I have had have been unreal and I have the details in my diary of whom I spoke with at BMW and what date, I also noted that I phoned the dealer today with no response.

I am sure they know what wrong aswell and wanted this guy to authorise the works for some reason..dont know why. But now they say they are confident they can resolve...I mean come on!!

And as you say, no one wants to take any responsibilty these days, seems to be stall - stall - stall. I work in a service industry and if this were one of my customers they would go else where (as in manufacturer if that makes sense).
I will wait till Monday to see if the dealership calls, failing that, I will contact trading standards and see what they say and follow on to a solicitor if need be, Possibly even the media i.e Auto express.

Thanks again for the advice

[Oli]

Originally Posted by Walesy

other dealers up my way dont get a good name unfortunatley, this dealer was recommended to me by a few people so I would hate to think what the others are like. But may be worth a chance to be honest, I dont imagine it can get any worse.

I'd be phoning another tomorrow - It surely cant be any worse

[pjs]

2 options imho

1 - Steam into current dealer with a kind of "are you total muppets?" approach, starting with the dealer principle who probably wont even be aware of the problem. Ensure you get a decent courtesy car on thier insurance for as long as it takes to sort your car. They'll soon sort it then.

2- Try another dealer, starting off with how exasparated you are with the other dealer.

Do all the above in emails (even if just to confirm in writing the conversation you have just had) , should you need to refer to bmw uk in future. Usual "only write an email when calm" rule to be applied!

Good luck

[Walesy]

Ok, the dealer called today to speak with me saying that they dont think there is anything wrong with the car. The hesitation is the EGR valve (I have read this, but also read it has been replaced under warranty) and they say it is normal for this to do so.

I also asked them about the blue smoke, they say aswell that it is not uncommon but they want this guy to look at it. So I am back to square 1 again. I dont want to piss them off as I want the car sorted or given a cleanbill of health. So I have offered to take the car to the BMW regional service manager if I know of his where abouts.I think I am being reasonable here and very patient. The guy is in norther Ireland next week, so I will give it till the week after and then put more pressure on.

So I dont actually know whats going on, first it was a problem now they say it's not 'there is nothing wrong with the car Sir' is what I was told..so why did the car do it till about 20 odd k miles??? Why did it just start, I have had the car since 4k miles.

[Irnbrukid]

Not a very good situation if it was me i'd be going totally ballistic!! the time for being reasonable is over should have been a long time ago service like that is just diabolical and unacceptable.

You have given them numerous chances to sort the problem and they still hav'nt they also seem to be changing the diagnosis on the problem/fault aswell which isnt very good.

The next step for me would be bmw themselves, and get to speak to someone woth a bit of authority and also trading standards which i think has been mentioned above. Also tell them you will be seeking legal advice... i would also be looking for some form of compensation from them for the amount of grief you have went through with this problem and the treatment.... or lack of.

As i said name and shame them, if its local to you it can only one or another DP or HF.