BMW Customer Service - Any Good

[kdavison007]

I'm a first time BMW owner. I bought a used 325xiT with only 62k miles with mostly dealer only history. Besides looking perfect inside and out the car developed what appears to be the beginning of under surface rust on the rear passenger wheel well. I took it in to the dealer to see if this would qualify for an out of warranty exception. They were friendly and took pictures and mentioned sending it to corporate and the body shop. Once that was down which he said would take about a week they would call back. That was the last I ever heard and it's now been 2 months. I called them back and they have absolutely no record of my visit. I was quite disappointed and shocked.

I sent BMW USA an email to which they responded "The impression of a lapse of customer service is not consistent with our commitment to automotive excellence and superior service." Next line, "The warranty for your vehicle provided coverage up to six years or 100,000 miles. Our records indicate this coverage expired on 9/30/2008. Since your vehicle has exceeded the manufacturer warranty parameters, BMW cannot offer assistance."

Basically, they don't want anything to do with me and aren't even going to recognize that I wasted time at one of their service centers. I own a Subaru which has already had a new clutch at 40k because the dealer said that should never happen with the care I put into the car. Previously, I owned a Honda that had a bad timing belt tensioner at 60k. They replaced the entire timing belt system and water pump (1300 dollars) for free. Now I have a BMW and they basically tell me to piss off. I guess you have buy the 7 series before they start to fawn over their customers.

[RabidChimp]

Did you get a pre purchase inspection for your car?

[HoJo]

Rust doesn't care about the millage. The fact the car only has 68K on it is irrelevant, it is a 10 year old car. Of course they are not going to cover it. If it had been within a year of the warranty running out then you may have had a case. I used to be a tech at Acura and it was pretty much the same deal, transmission failures aside.

[timsev]

Should the dealer have followed up with you? Definitely. Poor customer service on their part. Find another dealer or independant repair shop.

Is BMW expected to cover a car that's been out of warranty for 4 years. Absolutely not. Sometimes they will "goodwill" a repair if the warranty has just expired but 4 years later and you aren't the original buyer.

BMW has great customer service but you have to be reasonable with your requests. One thing that you mentioned "I guess you have buy the 7 series before they start to fawn over their customers." Well, believe it or not, you are not a BMW customer. They did not sell you the car. I'm assuming you bought the car from a 3rd party, in which case, BMW is not obligated to offer you anything as you have not given them a dime. If you bought the car new or CPO from an authorized center, then you might have a leg to stand on. Chalk this one up to a learning experience and next time make sure to A) get a Pre Purchase Inspection, or B) buy a CPO car from a dealer.

Enjoy your wagon!

[SilverBeam]

I'm a first time BMW owner. I bought a used 325xiT with only 62k miles with mostly dealer only history. Besides looking perfect inside and out the car developed what appears to be the beginning of under surface rust on the rear passenger wheel well. I took it in to the dealer to see if this would qualify for an out of warranty exception. They were friendly and took pictures and mentioned sending it to corporate and the body shop. Once that was down which he said would take about a week they would call back. That was the last I ever heard and it's now been 2 months. I called them back and they have absolutely no record of my visit. I was quite disappointed and shocked.

I sent BMW USA an email to which they responded "The impression of a lapse of customer service is not consistent with our commitment to automotive excellence and superior service." Next line, "The warranty for your vehicle provided coverage up to six years or 100,000 miles. Our records indicate this coverage expired on 9/30/2008. Since your vehicle has exceeded the manufacturer warranty parameters, BMW cannot offer assistance."

Basically, they don't want anything to do with me and aren't even going to recognize that I wasted time at one of their service centers. I own a Subaru which has already had a new clutch at 40k because the dealer said that should never happen with the care I put into the car. Previously, I owned a Honda that had a bad timing belt tensioner at 60k. They replaced the entire timing belt system and water pump (1300 dollars) for free. Now I have a BMW and they basically tell me to piss off. I guess you have buy the 7 series before they start to fawn over their customers.

Entitled much? Congratulations, you purchased a 10-year-old BMW, the world is not suddenly your oyster.

[TexFinn]

Should the dealer have followed up with you? Definitely. Poor customer service on their part. Find another dealer or independant repair shop.

Is BMW expected to cover a car that's been out of warranty for 4 years. Absolutely not. Sometimes they will "goodwill" a repair if the warranty has just expired but 4 years later and you aren't the original buyer.


So true! :thumbup:

[cheech1]

I've found that the service at my local BMW dealer is quite good, but damn, you sure have to pay for it. When I was shopping for a car, the salesman at the dealer threw me the keys and told me to go drive it wherever I wanted, on all of the cars I looked at. When it came to a car that I wanted to buy, they let me take the car overnight. For CPO warranty service, also top notch. BUT...after my CPO warranty runs out that will be the last time the dealer ever sees my car, as they are VERY expensive.

OP, your dealer should have at least called you back, but they are not obligated in any way to fix it for free, being so long out of warranty.

[ross1]

I'm a first time BMW owner. I bought a used 325xiT with only 62k miles with mostly dealer only history. Besides looking perfect inside and out the car developed what appears to be the beginning of under surface rust on the rear passenger wheel well. I took it in to the dealer to see if this would qualify for an out of warranty exception. They were friendly and took pictures and mentioned sending it to corporate and the body shop. Once that was down which he said would take about a week they would call back. That was the last I ever heard and it's now been 2 months. I called them back and they have absolutely no record of my visit. I was quite disappointed and shocked.

I sent BMW USA an email to which they responded "The impression of a lapse of customer service is not consistent with our commitment to automotive excellence and superior service." Next line, "The warranty for your vehicle provided coverage up to six years or 100,000 miles. Our records indicate this coverage expired on 9/30/2008. Since your vehicle has exceeded the manufacturer warranty parameters, BMW cannot offer assistance."

Basically, they don't want anything to do with me and aren't even going to recognize that I wasted time at one of their service centers. I own a Subaru which has already had a new clutch at 40k because the dealer said that should never happen with the care I put into the car. Previously, I owned a Honda that had a bad timing belt tensioner at 60k. They replaced the entire timing belt system and water pump (1300 dollars) for free. Now I have a BMW and they basically tell me to piss off. I guess you have buy the 7 series before they start to fawn over their customers.

I gather that your car is an '02, ten years old, with unknown care/history, you live in the rust belt,Wisconsin, and want BMW to pay for a rust spot. I'd tell you to piss off too.
You say you just bought it. Rust doesn't happen overnight, either you didn't look it over well or perhaps it was dummied up by the used car lot.
Shoulda bought a ten year old Honda or Subaru, that is if they haven't all dissolved in the Wisconsin road salt.


BTW; Used car customers(in warranty and CPO excepted) are NOT customers of BMW. ANYTHING any manufacturer GIVES a used car customer is good will only and should be considered a gift. Did you even buy from a BMW dealer? You're not even the dealer's customer if not.

[SpecRaceM5]

As you have probably already gathered, BMW's customer service has nothing to do with unreasonable requests. Would you expect Apple to cover repairs on a first gen iPod? It's unfortunate you have run into unexpected problems with the car but it is 10 years old. The best you can do is get a pre purchase inspection and hope for the best. There are bound to be issues with a car this old. Good luck.

Brian

[Old city bimmer]

You got to be kidding me. 10 yr old car and you want the manufacturer to cover a repair. Lol.....

[jamin325i]

.:lol

[Critter7r]

For all the haters ITT, BMW's current rust warranty is 12 years, unlimited mileage on model-year 2004 and newer. So, in theory, BMW will help out the owner of a 10-year old car with a rust issue. Just not on anything older than 2004.

[RatedM3]

For all the haters ITT, BMW's current rust warranty is 12 years, unlimited mileage on model-year 2004 and newer. So, in theory, BMW will help out the owner of a 10-year old car with a rust issue. Just not on anything older than 2004.

http://www.bmwusa.com/Standard/Content/Owner/BMWUltimateService/Warranty.aspx

2006? :dunno

[timsev]

http://www.bmwusa.com/Standard/Content/Owner/BMWUltimateService/Warranty.aspx

2006? :dunno

Just about to quote that.

"
Rust protection for 2006 and newer models.
For 2006 and newer models, we also provide a 12-year limited warranty rust perforation warranty without mileage limitation. This warranty is for defects in materials or workmanship that results in rust perforation of the vehicle body. This coverage period begins at the start of the New Vehicle/SAV Limited Warranty."

[SpecRaceM5]

For all the haters ITT, BMW's current rust warranty is 12 years, unlimited mileage on model-year 2004 and newer. So, in theory, BMW will help out the owner of a 10-year old car with a rust issue. Just not on anything older than 2004.

Even so, his car would be 2 years outside that warranty.

[Critter7r]

http://www.bmwusa.com/Standard/Content/Owner/BMWUltimateService/Warranty.aspx

2006? :dunno


Just about to quote that.

"
Rust protection for 2006 and newer models.
For 2006 and newer models, we also provide a 12-year limited warranty rust perforation warranty without mileage limitation. This warranty is for defects in materials or workmanship that results in rust perforation of the vehicle body. This coverage period begins at the start of the New Vehicle/SAV Limited Warranty."


Hmmmm ... must be a misprint. We've warrantied three 2004 E46s just this summer for rust perforation on the quarterpanels...

Here's an excerpt from the warranty manual ...


Section 3 – Warranty Statements
Effective August 01, 2012 Section 3 Page 5
Limited Warranty — Rust Perforation
(2004 and Later Model Years)
BMW of North America, LLC (BMW NA) warrants this original vehicle against defects in materials
or workmanship which will result in rust perforation of the vehicle body for a period of 12 years / unlimited mileage. Coverage begins on the date of first retail sale or the date the vehicle is first placed into service as a sales demonstrator, Aftersales Mobility Program (AMP) Vehicle or company vehicle, whichever is earlier.
Note:Prior to model year 2004 the coverage was 6 years / unlimited mileage.