Okay OzBargainers, I’ve bullet pointed a long story. Need you to tell me, what you would do if you were me.
- Brand new BMW X3 with M Sport picked up on 1st November 2014
- April 2015: Car develops a problem wherein its start/stop system stops the engine when the car is stopped, but does not start! This is after the car has done 4000kms
- Car has been back at the BMW dealers workshop 5 times since, generally for periods of between 2 weeks to 4 weeks
- Came back every single time after full testing, and 100% assurance that the problem had been fixed; multiple parts in the start stop system were replaced. I was given to understand that BMW were involved in the repair.
- Each time, the car would run problem free for between 1 day to 10 days
- Was also put in an unsafe situation, when the car stopped while I was performing an unprotected right turn, where you stop in the middle of the intersection, waiting for oncoming traffic.
- On the last 2 visits, I’d already had enough and did not want the car back again, but was convinced by the service personnel that the car was 100% fixed
- Unfortunately, there seems to be no escalation procedures within BMW, to address the stressful situation around their product that has not been fit for purpose; I’ve even had to cancel 2 weekend trips into the country, that were planned with the family.
- The dealership holds that the product was always perfect, but that they did not follow the repair process correctly i.e. it is their fault, not BMW’s fault
Current situation: I have no faith in the car anymore. More importantly, the dealership GM cannot provide an assurance that the problem will not occur again. I am asking for written assurance if the problem recurs, I will not take the same car back again.
The dealers response is that the car is under warranty, and will continue to be “fixed” under warranty; “that’s what warranty is for”. So logically speaking, it is possible that I could be going through all this over and over again, over the next 2.4 years. Even the dealership agrees that would be the case!
The one option they can give is if the problem does recur, the dealership (without involving BMW) can look at helping me changeover into a new car, by covering “some” of the costs involved. I would still be out of pocket, and there is no indication re: what I would be up for.
Am I being unreasonable not having as much faith as I should after 100% assurance, because this is the fifth time I’ve been given 100% assurance? If they are indeed convinced the car has been fixed, would it not be reasonable to expect a written assurance ONLY for that particular fault? I’m happy to accept that cars these days are complicated pieces of machinery, and may develop other faults during and after the warranty period.
But not the SAME fault!
For the sake of brevity, I've omitted some details including the impact this has had on me, over the last 4 months.
pointless martyr on 24/07/2015 - 22:18 Comment score below threshold.
