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Old 22nd October 2012, 19:08   #1
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Default Issues with my BMW 320d

To all the members,

I am sharing my experience with BMW India and their Dealer, i leave it upto you to decide whether you want to invest your hard earned money in such a brand which is so called German engineering and has issues in the engine with in 2 months of time and in less than 12k kms. On top of this they are least bothered to attend to a customer who spend their hard earned money. I am a very unhappy customer and would like to make others aware through team bhp to beware before you invest your monies in such a brand.

Below is all my communication with BMW India and their dealer and leave it to you to go through and decide if they have been fair with their approach, also for you to see the product quality issues, stress, inconvenience, sleepless nights that it caused me, and to add salt to the wound their attitude towards customer.

Below is all my communication with them in order:

Quote:
First mail on 17.09.2012- CEO Detusche Motoren Sarita Vihar:

Hi,

Good Day.

This is with regards to my 3 series, which I bought from your showroom on 13th July 2012.It is like a dream coming true and I always wanted a drivers car, BMW has definitely given me the same.

While I was excited to have this car, it didn’t take long for me to be disappointed from various issues that I faced since first week of buying which I am addressing as follows:

• The first week itself my cup holder was not functional, I reported the same to your service department which said the part is out of stock, this was my first interaction with your after sale service team, and I was shocked to see your sales exec attitude towards me in person, he was not very welcoming. He gently took the VIN number of the car and said he has booked the part. After couple of weeks I didn’t hear from anyone, so I called up your showroom and it was more shocking I was told that there was no cup holder booked for my car. This was truly disgusting.
• Finally somehow I managed to give the car 2 weeks back after chasing your people and got the cup holder installed, but I had other issues as well which I had highlighted.
• Now there is a jarring sound coming from the front left door speaker, I am surprised again, how can this happen so soon, this problem your people could not hear while I left the car for cup holder for the day, this means I have to leave the car again and most importantly make them hear the jarring, now I am thinking is BWM really giving quality and service to its customers.
• I also had issue with Engine sound being very loud, when I was trying to get it checked I was told there is a belt or a pad which is behind the transmission which is making the noise and for that they will have to pull down the transmission and fix it, for this I have to leave the car for 2-3 days., NOW I BELIEVE THAT YOU HAVE SOLD ME A OLD CAR. With in 2 months of time I already have so many issues.

I am very surprised, shocked and disappointed with the car that you have sold (looks a driven car is sold), I am definitely not going to take this trouble and keep coming to your showroom every now and then. I haven’t bought a car which is visiting the showroom so frequently and have a mental torture all the time.

This is the first time I am bringing it to your notice, I would like you to take immediate action with my car being picked up from my place, fixed and sent it back, while you have my car I also need a replacement car at the same time. If I don’t hear from you guys then I might have to take this to other authorities.

Await your quick revert.

Note: had to send a reminder on 18.09.2012

Reply from Customer relationship Detusche Motoren: 19.09.2012

Dear Mr. Das,

Greetings !

As per the discussion with you about the work needed in your subject stated car. We would be happy to assist you in all ways and would look into the matter with utmost seriousness. As discussed you are requested to send the car over for the necessary repairs with a days notice to the undersigned.

The same would be highly appreciated.

With kind regards,
-------------------------------------------------------------------------
Deutsche Motoren
Aalok Kumar
CRM-Aftersales

My reply on 01.10.12 as i was busy so could not drop the car earlier:

Hi,

AS discussed please pick up the car on Wednesday 3rd October and drop the replacement car:

List of things to be checked and fixed with report as follows:

- Steering column noise in pot holes and speed breakers, basically any uneven rough road.
- Left speaker jarring.
- Chick chick noise coming from the Engine.
- I think there is more abnormal noise in the engine, its too noisy.
- At low speeds the gear change is jerky (get a push after the gear change).
- The service is due so please do that as well now that you have the car.

Please confirm the above and also replacement car as agreed.

Note: they picked up the car on 03.10.12

My mail to the dealer on 11.10.12- the replacement car registration expired on 10.10.12, I was caught by a cop:

Aalok,

This is with regards to my phone call discussion last night and a while ago today, I am amazed that the replacement car given to me, the temp registration is not valid anymore, I remember signing a loaner agreement where in it is my liability while I am driving this car, please note with the above reality, I will not be held responsible for any of it, it is very shocking that I have to through all this after spending my hard earned money to buy a car which is not with me for last one week, also no one has bothered to check on the above and I have to go through this pain of informing you and going through all the hassles. Is this BMW customer service??

I am really very upset and disappointed yet again.

Reply from Customer service on 11.10.2012 as stated below:

Dear Sir,

Greetings !

I apologies about the inconvenience. We are in the process of getting the registration of the loaner car renewed and would be sharing the new no. tomorrow itself. Would also be sending the new no. plate through a runner to be installed on the car.

Thank you for your patience and understanding.

With kind regards,
-------------------------------------------------------------------------
Deutsche Motoren
Aalok Kumar
CRM-Aftersales

My reply to them on 11.10.12 to which there was no reply:

Thanks for your revert, can you please tell me what if the cops stop me on the road until you provide me the same, what am I suppose to do?

Below is my first mail to President BMW India on 10.10.2012:

Hi,

Good Day.

This is with regards to my BMW 3 series Date of Purchase- 13th July 2012, Dealer- Deutsche Motoren- Sarita Vihar- Delhi.

Firstly as a car enthusiast and a kid who has grown up watching BMW and always dreamt of owning one in life, I have always loved my cars more than anything else in life, the last car I was driving was a Honda and I truly loved every bit of her on a daily basis, a trouble & hassle free car which always put a smile on my face and loved clocking kms on her. So here I decide to go for my dream car, stretch my pocket and hard earned money to buy my first BMW 3 series- 320 D. I was excited and could not believe it was real that I actually bought a BMW, always heard it is a drivers car and now I was going to experience/enjoy every bit of it. But this feeling of happiness turned into bitterness and disappointment with in weeks.

Below are the issues and the first encounter with after sale service:

• The cup holder becomes non operational, I go to the dealer (deutsche Motoren) who is least bother to attend and pretends he has taken down my request to book my part as it is out of stock. Instead of they calling I check by calling them and I am told there is no part booked against my car, I am shocked, surprised shattered, I think welcome to BMW. I had to book it again and which took 3 weeks.
• By this time I hear a sound in the engine bay, seems some packing or pulley alignment not in place, it is shocking (what did they do in pre car delivery check up), now the car is parked with the dealer and the part is our of stock. I didn’t buy the car to be parked in the service centre. The car is still with them as I write this mail. I have sleepless nights now.
• There is also jarring in the left speaker in addition to the engine bay sound, have you sold me a used car????
• The list doesn’t stop here, there is issues in the steering column, when it goes in a pot hole, speed breaker etc there is a thak thak noise.
• The gear change at low speeds are not in shape there is a dhug (jerk) in the change.

I feel cheated and I am really disappointed, this is my dream car (really), I gave up on mercs and the audi and decided to buy the BMW, for mental torture and sleepless nights.

This is the first time I am bringing into your notice and request your intervention in the same, I have no trust or faith left in BMW anymore, I need my money back or a new car, else I am not settling down on this matter.

I hope to receive your revert at the earliest.

I get a reply from Customer Service BMW India 11.10.12

Dear Mr. Das,

Thank you for your email addressed to Mr. Philipp Von Sahr, President BMW India. Since our department is responsible for service related activities on your BMW, we hereby respond to you on his behalf.

We acknowledge the nature of your grievance and extend our sincere apologies for the inconvenience caused.

In regards to the concerns raised by you, BMW India will investigate the matter in detail with your BMW Authorised Dealership, Deutsche Motoren and revert to you on precedence.

We thank you for patience and trust in your understanding.

With kind regards,
Nitika Redhu
BMW India Contact Desk

12.10.12 I get a mail again as I missed their call:

Dear Mr. Das,

This is in continuation to our email dated 11 October, 2012.

In order to discuss this matter further, we tried to reach you on your number +91 96541 06633 but no success. We request you to kindly provide us with your alternate number and a convenient time to contact you between Monday - Friday 8:00AM- 5:00PM.

In addition to that we wish to inform you that a BMW Technical Specialist will be at BMW Authorized Dealership Deutsche Motoren on Monday and will inspect you BMW to assist the Dealership in ensuring all your concerns are being addressed. Please be assured the Dealership is well adept at handling all issues and request you to kindly give them an opportunity to do so. BMW India will also monitor the same to its conclusion.

We trust in your understanding in the matter.

Thank you and Kind regards
Nitika Redhu
BMW India Contact Desk

I spoke with her on 15.10.12 Monday around 16:00 hrs and she said will get back to me with details.

On the 13.10.12 and 16.10.2012 I get a standard reply from them, will attach the same:

After the 13.10.12 reply I sent them the mail below:

Thanks for your mail, have been just hearing stories until now, do you even understand what all I'm going through and writing thanks for your patience and understanding...I want results and better get them on monday.

I am fed up of BMW and seems to be the biggest mistake in life. You better revert to me in writing on the issues raised and address how you intend to give me peace of mind or replace the car or refund my money..

16.10.12 I sent the mail below and received their reply which I have attached, it was almost at the same time, please note all the communication was marked to the President BMW India and Chairman BMW Germany:

I had already mentioned to you my concerns with the car, we had a long phone call yesterday where in you heard all my concerns and agreed to return to me with full report on the matter in writing, The entire experience in terms of the product and service centre has been addressed to BMW INDIA. I have also told you clearly that I do not have any faith in the product and as cited in all my mails earlier you need to either replace the car or refund my money, you had mentioned that you will come back to me how you can bring the faith back in the product in me. I am amazed that I straight get a call from Alok that the car is ready for delivery without even addressing any of my concerns.

Aren’t we not serious about the issues raised? I need full report on what has been done, why the car was kept for so many days, and how such issues cropped up in my car in 2 months, the car has been in your possession for almost 10 days now, I don’t even know what all you have changed, where was the car kept etc. obviously you will fix the car as it your duty to do so.

I am not taking the delivery of the car unless all the issues and the mental harassment that you have caused is addressed.

I expect to have a speedy and concrete solution to this immediately.

Then I wrote the mail below again:

Hi,

Thanks for your reply, but your reply is unsatisfactory, please address in writing the issues that were rectified and the reasons due to which they occurred. In one of the phone calls I was told that there was a part that was changed in the steering as well, but your letter states that there has been no issue with the same, I have further lost faith in the dual answers that I am getting, also you had my car for 10 days, what is it that it took so long to fix, what amount of work has been done on the car? I want a full detailed report on the same, how do you assure me that same issues will not crop up again.

This is a very standard reply and is unacceptable.

I wait to hear from you.

AS you can also see the car has been with them for last 15 days by now, finally I get the below reply from the dealer which is shocking, I walked to their office on 18.10.12 and shared my issues and unpleasant experience and that I feel cheated, followed I also went to the dealer. Finally they have done nothing about the entire issue and sent me a letter collecting my car which I am attaching again.

Dear Mr. Das,

Greetings from Deutsche Motoren!

This is with reference to your concern addressed to us regarding your subject car . Since we are responsible for service related activities on your BMW car, we are replying to your on their behalf.

The same had come to us regarding the under said problems :

i) Left side speaker jarring sound.
ii) Steering Noise.
iii) Engine Noise.
iv) Jerking in gear change.

The car reported to us on the 03/10/12, the same was diagnosed and the parts for the necessary job were ordered on the 04/10/12.

Some parts were received by us on the 6/10/12 and some remaining major parts were received on 14/10/12.

Finally the work started on the 14/10/12 itself and was finished on the 15/10/12.

The following were the findings regarding the concerns :
i) Speaker Jarring :The same was checked and ever thing was found ok.
ii) Steering Noise : The same was checked and found ok.
iii) Regarding the engine noise the following parts were changed : 1)Guide Rail 2)Chain 3) Chain Tensioner, all changed under warranty.
iv) Jerking in gear change : The same was checked and found ok. In case the same is still a concern, we request you to please take a joint road test with Mr. Alfred Bacos (Service Manger - Deutsche Motoren)

The car was further inspected by the BMW technical team as well after which the car was ready for delivery on the 15/10/12.

The same was informer to you on the 16/10/12.

Finally the car as if now is ready for delivery and functioning as per series standard. Would request you to please take the delivery of the same.

With kind regards,
-------------------------------------------------------------------------
Deutsche Motoren
Aalok Kumar
CRM-Aftersales
Guys you decide and tell me what should you do in such a scenario, and whether you should spend your hard earned money like me to buy such a car and treatment towards a customer.

If you all think it is unfair then I should not stop here and make them hear that we INDIANS are not here to take any thing like this anymore. Lets join together to make this happen. Enough.

Cheers
Attached Files
File Type: pdf Reply to Mr. Das 16 October 2012.pdf (425.3 KB, 998 views)
File Type: pdf Reply to Mr. Das 22 October, 2012.pdf (386.7 KB, 432 views)

Last edited by Rehaan : 23rd October 2012 at 15:01. Reason: Putting all mails in a quote box.
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Old 22nd October 2012, 20:00   #2
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Default Re: Issues with my BMW 320d

The steering noise is a known issue with the E90. BMW is coming up with a solution to it.

My suggestion is you go there and show them the problems, rather than getting it picked up every time.

Also the gearshifts are a bit jerky at slower speeds sometimes, not an issue. Google on how to reset the transmission, it may help.
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Old 22nd October 2012, 20:13   #3
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Default Re: Issues with my BMW 320d

It is surprising to see that parts like Guide Rail , Chain , Chain Tensioner, are being changed under warranty.

These are parts that cannot wear out so easily unless a batch of cars have the same problem.

Check the VIN code of your car on www.bmwvin.com to get the date of production and other details of your car to have an initial assessment on the age of your car. Although this in itself will not indicate that you have been given an used car.

On escalation: (1) Please be polite when escalating your case - it will help you sort your issues quicker and in a better manner. (2) Follow and use the escalation levels - for instance it will work more in your favour to escalate to the Service Manager at BMW India and then Head Service at BMW India and then to the President. Avoid writing or copying to the Chairman BMW Germany at this point in time; this will not work.
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Old 22nd October 2012, 20:20   #4
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Default Re: Issues with my BMW 320d

This sounds absolutely ridiculous. And we thought that its only the Indian brands which are bad with customer care and after sales service, but coming from a brand like BMW, it seems almost impossible.
Infact I have been thinking of changing my car and the choice was between the BMW and the audi . Till now BMW was my first choice but you have got me thinking and I guess will have to do a fresh start for choice of my new car.
Looks like you have given your best try in fighting your genuine case but seems like it has fallen on deaf ears.
You have the full support of fellow bhpians.Hope the BMW guys realise that unhappy and dissatisfied customers don't help you sustaining brands.......
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Old 22nd October 2012, 23:22   #5
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Default Re: Issues with my BMW 320d

Quote:
Originally Posted by The Saint View Post
...If you all think it is unfair then I should not stop here and make them hear that we INDIANS are not here to take any thing like this anymore. Lets join together to make this happen.
Am sorry, but I feel that you jumped the gun too fast. The issues you have pointed out, according me doesn't warrant such high levels of escalation.

We must come to terms with the fact that all these so called luxury marquees have started seeing volumes in our Country and are soon losing out on the exclusivity factor. Sad but true!

As Akshay has pointed out there are certain inherent issues that are specific to certain models.

While I perfectly understand how painful it must be to go thru' this phase that spoils the joy of new car ownership, it is equally important to hold back our emotions and work on the quickest possible resolution available.

Good Luck!
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Old 23rd October 2012, 00:20   #6
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Default Re: Issues with my BMW 320d

Quote:
Originally Posted by VeyronSuperSprt View Post
On escalation:

(1) Please be polite when escalating your case - it will help you sort your issues quicker and in a better manner.

(2) Follow and use the escalation levels - for instance it will work more in your favour to escalate to the Service Manager at BMW India and then Head Service at BMW India and then to the President.

Avoid writing or copying to the Chairman BMW Germany at this point in time; this will not work.
I have to agree with this.

As you would already know, writing is a bit different from speaking, so you should be careful in drafting letters. My experience is, that at most times it is better to leave emotions out and simply state facts.


Quote:
Originally Posted by The Saint View Post

...within 2 months of time and in less than 12k kms...

12000 kms in 2 months!! Where and how did you manage to do that?
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Old 23rd October 2012, 00:23   #7
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Default Re: Issues with my BMW 320d

Quite sad to see such a lackadiasical approach by BMW regarding the issues faced by you.I am sure after owning a hassle-free City,such levels of indifference would seem absolutely unreasonable to you.

However it would be nice if you did not paint the entire company and all its products with the same brush.There are quite a few satisfied customers of BMW in this forum itself and i am sure they might have faced the odd problem now and then,they have not had much to complain about.As someone pointed out,these cars have a production run of around 5,000 cars/year and so supply chain management might get slow at times.

I think now with the critical engine parts changed you can breathe a sigh of relief,because the cup holders and the stereo issue is secondary compared to the possibility of a major engine failure.You should take up the offer of the test drive with the service manager,or even ask one of the BMW technicians to take the car for a drive and point out the problems.

Good luck with your 3 series! How about some pics?

Last edited by avishar : 23rd October 2012 at 00:25.
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Old 23rd October 2012, 01:07   #8
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Quote:
Originally Posted by avishar
Quite sad to see such a lackadiasical approach by BMW regarding the issues faced by you.I am sure after owning a hassle-free City,such levels of indifference would seem absolutely unreasonable to you.

However it would be nice if you did not paint the entire company and all its products with the same brush.There are quite a few satisfied customers of BMW in this forum itself and i am sure they might have faced the odd problem now and then,they have not had much to complain about.As someone pointed out,these cars have a production run of around 5,000 cars/year and so supply chain management might get slow at times.

I think now with the critical engine parts changed you can breathe a sigh of relief,because the cup holders and the stereo issue is secondary compared to the possibility of a major engine failure.You should take up the offer of the test drive with the service manager,or even ask one of the BMW technicians to take the car for a drive and point out the problems.

Good luck with your 3 series! How about some pics?
It's quite an agony to go through such issues after spending a fortune. But I see that both the head office and dealer were quite responsive based on the TAT.
Getting a lemon has nothing to do with dealer, but cars as such are machines and they may break. That's why no manufacturer gives guarantee, but warranty. My suggestion will be to keep pushing, escalate through right channels as you are doing now. Get all issues fixed. BMW is an aspirational brand;and they know it. I'm sure they won't do anything to be shown in bad light in social media.
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Old 23rd October 2012, 01:39   #9
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Default Re: Issues with my BMW 320d

The Saint - I can understand your disappointment but none of the issues mentioned merit a car replacement.

Have you driven another car to see if it has the same issues, especially the engine noise and gear jerking. This can arm you with more evidence to make a case with BMW.

I think this is an expectation management issue and you expected perfection after spending tons of money and are now not feeling you got value for your money.

IMHO things like cupholders need not be escalated to senior management. This is purely my personal opinion but I would reserve escalations for extreme cases and most issues should be resolved with a positive and friendly approach, resorting to escalation up one level only when you don't get a satisfactory resolution.

Most of the other issues don't seem like deal breakers but issues that BMW needs to fix, completely satisfy and assure you without question. BMW communication and responsiveness can be improved but expecting a replacement in this context is I feel overreaching unless there is something seriously wrong with the engine causing the noise.
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Old 23rd October 2012, 02:00   #10
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Default Re: Issues with my BMW 320d

Are you making emi's on it? if so tell them to pay for atleast one month of the emi and some more money for a mental break down. Stories like this are the reason why i would never buy a ckd from bmw india. I hate the build quality in their product.
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Old 23rd October 2012, 10:57   #11
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Default Re: Issues with my BMW 320d

Wow,this is shocking. Never believed such a thing could happen with a reputed company like BMW. Its a good thing people like you decide to share such experiences on the forums. It only helps others to be more alert in deciding which brand to go for. I wish the laws in India are more strict. Im guessing if you take this to court ,one would end up paying more money than the cost of the car.
If these car companies think they can get away buy selling a substandard car then they must think again. Thanks to sites such as teambhp, fb etc we can spread the word around to help other people who might face such problems in the future.
I am appalled by the replies that they have given you. Infact those so called presidents blah blah should atleast consider your letter and act towards it in a speedy manner.
Hope all your issues are fixed.
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Old 23rd October 2012, 11:21   #12
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Default Re: Issues with my BMW 320d

I fully feel your anger and the depression. BMW is a very aspirational brand for most of us. Your disappointment is understandable. I would even say that even the cheapest of cars ought to come with better reliability let alone a German hallowed one.

Having said this, now that the trouble has cropped up, I would suggest that your mails be toned down a bit. They appear to be somewhat aggressive. Write down the facts. In bold if need be. Leave out the emotional part. That might work better.

I know its easy to preach but just providing my view point. Hope all issues get sorted out to your satisfaction soon.
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Old 23rd October 2012, 11:45   #13
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Default Re: Issues with my BMW 320d

As someone rightly said, I think you have pulled the trigger too fast. Also, there are known issues with certain models in all car brands which you should have researched before buying. No doubt such things should not happen but they do occasionally. We all know that German cars are not as reliable as Japanese. This is a one-off case and generalizing for the brand as a whole is wrong.
I think you need to improve the way you write to the senior management. The part about Indians not taking this anymore made me laugh. Calm down.
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Old 23rd October 2012, 12:05   #14
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Quote:
Originally Posted by VeyronSuperSprt View Post
It is surprising to see that parts like Guide Rail , Chain , Chain Tensioner, are being changed under warranty.

These are parts that cannot wear out so easily unless a batch of cars have the same problem.

Check the VIN code of your car on www.bmwvin.com to get the date of production and other details of your car to have an initial assessment on the age of your car. Although this in itself will not indicate that you have been given an used car.

On escalation: (1) Please be polite when escalating your case - it will help you sort your issues quicker and in a better manner. (2) Follow and use the escalation levels - for instance it will work more in your favour to escalate to the Service Manager at BMW India and then Head Service at BMW India and then to the President. Avoid writing or copying to the Chairman BMW Germany at this point in time; this will not work.
Quote:
Originally Posted by lapsi View Post
I have to agree with this.

As you would already know, writing is a bit different from speaking, so you should be careful in drafting letters. My experience is, that at most times it is better to leave emotions out and simply state facts.





12000 kms in 2 months!! Where and how did you manage to do that?
Quote:
Originally Posted by i<3turbo View Post
Are you making emi's on it? if so tell them to pay for atleast one month of the emi and some more money for a mental break down. Stories like this are the reason why i would never buy a ckd from bmw india. I hate the build quality in their product.
Quote:
Originally Posted by raycers_honda View Post
Wow,this is shocking. Never believed such a thing could happen with a reputed company like BMW. Its a good thing people like you decide to share such experiences on the forums. It only helps others to be more alert in deciding which brand to go for. I wish the laws in India are more strict. Im guessing if you take this to court ,one would end up paying more money than the cost of the car.
If these car companies think they can get away buy selling a substandard car then they must think again. Thanks to sites such as teambhp, fb etc we can spread the word around to help other people who might face such problems in the future.
I am appalled by the replies that they have given you. Infact those so called presidents blah blah should atleast consider your letter and act towards it in a speedy manner.
Hope all your issues are fixed.
Quote:
Originally Posted by carfreak77 View Post
As someone rightly said, I think you have pulled the trigger too fast. Also, there are known issues with certain models in all car brands which you should have researched before buying. No doubt such things should not happen but they do occasionally. We all know that German cars are not as reliable as Japanese. This is a one-off case and generalizing for the brand as a whole is wrong.
I think you need to improve the way you write to the senior management. The part about Indians not taking this anymore made me laugh. Calm down.
My dear friend, i havent pulled it fast, the car was given on 3rd October and the final reply after putting my foot down with all the job details were sent on 16th October. This means i was clueless on the job that they were doing on the car.

Guide Rail, chain tensioner is replaced by taking out the engine from the car from the mounting. it is a big job and they didnt even bother to inform me about the same. What is the level of faith you have in them? they were very reluctant to answer to my queries, how do i know this is the only job they did on the car? I was kept in the dark. You ought to loose your temper when no one is listening to you and you stretch your pocket to buy GERMAN ENGINEERING.

in my entire life and almost 15 cars bought until now, have never experienced anything like this, issue is not only on the big job they did with out even informing me until in the letter dated on 16th, it is purely the attitude they have towards the customer.

Yes "Indians" as we dont have any right in this country or outside this country. It sounds a emotional statement but reality doesn't changes.

Regarding every other person who has mentioned about escalating the matter in the right way. I followed the process Service advisor, Service Manager, Cutomer relationship Manager, Technical head Detusche Motoren, CEO Detusche Motoren. post all this I wrote to BMW India President and Chairman germany. If we will not tell them how the dealers are handling the customers then how will they ever know.

Despite of the matter being raised with them they give me a car where the temp registration expires. Is this justified?

When you spend your hard earned money you dont expect your engine is taken out of the car for repairs. We have paid premium for the Brand, we buy it due to its quality, we are sure of having a peaceful journey with them and not slepless nights with car being parked in their service centre.

Quote:
Originally Posted by i<3turbo View Post
Are you making emi's on it? if so tell them to pay for atleast one month of the emi and some more money for a mental break down. Stories like this are the reason why i would never buy a ckd from bmw india. I hate the build quality in their product.
Yes I am paying EMI's on my car, the loaner car that is given to me is also my responsibility, basically if some comes and bangs in to me and it is not my mistake I also pay for repairs. The situation of the loaner car arised due to my car having issues. Why should I go through all this.

Quote:
Originally Posted by raul View Post
The Saint - I can understand your disappointment but none of the issues mentioned merit a car replacement.

Have you driven another car to see if it has the same issues, especially the engine noise and gear jerking. This can arm you with more evidence to make a case with BMW.

I think this is an expectation management issue and you expected perfection after spending tons of money and are now not feeling you got value for your money.

IMHO things like cupholders need not be escalated to senior management. This is purely my personal opinion but I would reserve escalations for extreme cases and most issues should be resolved with a positive and friendly approach, resorting to escalation up one level only when you don't get a satisfactory resolution.

Most of the other issues don't seem like deal breakers but issues that BMW needs to fix, completely satisfy and assure you without question. BMW communication and responsiveness can be improved but expecting a replacement in this context is I feel overreaching unless there is something seriously wrong with the engine causing the noise.
I agree with you, the issue is the attitude towards the customer and they kept me in the dark, the other issues were mentioned to them in order for them to know how there have been problems since I bought the car.

I checked on the site the production date is 26.09.2011, thanks for the link. I got the car in July 2012.

Note from Team-bhp support: Please use the EDIT or MULTI-QUOTE buttons instead of typing one post after another on the same thread!

Last edited by moralfibre : 23rd October 2012 at 14:00.
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Old 23rd October 2012, 12:47   #15
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Default Re: Issues with my BMW 320d

Quote:
Originally Posted by The Saint View Post

Yes "Indians" as we dont have any right in this country or outside this country. It sounds a emotional statement but reality doesn't changes.
I would be as agitated as you are if I had issues with a new car. But I disagree with the statement above. You only have to look up a couple of forums on the internet to find that customer across the globe have experiences such as yours. This 'victim' mentality will only hinder and not help in your efforts. While you certainly have the freedom to vent your emotions in your communication it is unlikely to help you get the response you are seeking.

BMW or any global brand with long terms business aspirations in India would not undermine their effort by consciously providing bad customer service. Its just that they do get it wrong from time to time. And it has been my experience that the not weakest link in the chain is the dealer \ service experience.

I hope you find a good resolution to your problem and wish you miles of hassle free motoring.
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