Received the wrong trim! What do I do now?

[drjhwang]

Despite some of the problems people have reported with Herb Chambers in Boston, I ended up dealing with them simply because they were the closest to me and I managed to strike an acceptable price.

Upon arrival at the Delivery Center on 6/12, I discovered that my 330i had a wood trim instead of the aluminum trim I had discussed with the sales agent. When I called the dealership, the sales manager's first reponse was, "Well, you signed the paperwork didn't you?" I looked through my papers and, indeed there is no mention of aluminum trim as an option. However, there is also no mention of a wood trim, which I CERTAINLY would have noticed. While I admit it was an oversight on my part, I know I'm not the only victim of this problem with paperwork, because another couple at the Delivery Center had the EXACT SAME PROBLEM that afternoon. However, they had an e-mail from their dealer which stated their desired options, while I could only rely on a verbal agreement with a sales agent (who was no longer employed by the dealership). My only "proof" was a friend who was with me and could attest to the fact that the aluminum trim was the only trim discussed that day.

Bernhard, who was very helpful throughout the process, went through my options:
1. Refuse delivery and pick up the corrected car another time. This would have destroyed my extensive vacation plans and didn't seem like a viable choice.
2. Accept delivery and sue for replacement costs. Bernhard pointed out that the contract does not mention aluminum nor wood trim, and with a witness available, I might have grounds for a case. However, I'm not a litigious guy and wanted to avoid this route if possible.
3. Accept delivery and negotiate a resolution with the dealer. After a couple more phone calls to Herb Chambers, and with Bernhard pleading on my behalf, the sales manager promised that he would "take care of me," but I had already lost all confidence with this dealership. I asked for a specific dollar amount, but he said he could not give me a number until the next day.

Upset and unsure what to do, I decided to leave my car at the Delivery Center overnight to think about it (and to make the dealer sweat a little bit). The next day, I returned to the Delivery Center and called the dealership. After about 30 minutes on hold, the sales manager finally told me that he would charge me "no more than $500" to replace the trim upon redelivery to the US. He pointed out that the retail cost of trim replacement is $1500 (is this true?) and that they would essentially share the cost with me. With no better option, I accepted the offer. At this point, my car is now somewhere over the Atlantic.

I guess I'd like to hear opinions on what I can do at this point, especially whether $500 is indeed an acceptable price for a trim replacement. Although I can't change the past, feel free to suggest things which I could have done differently. Hopefully, it will at least be a lesson for everyone else out there considering ED. For me, the ED experience left a black mark on an otherwise amazing vacation.

[motor_werke]

Sorry that you didnt get the trim intended, but you should have checked the option list carefully. Unless you have it in writing, a verbal discussion isn't worth anything. I learned this the hard way years ago, so I ask for everything in writing. When you ordered your car, the options and colors lists should explicity say what trim was ordered.

I'd say suck up the $500 and enjoy the car. Oh, and stay away from Herb Chambers, I've heard many bad things from my friends. Too late for this time, so just get your car serviced elsewhere.

[iversonm]

I certainly understand your anger and frustration over not getting the car the way you intended. However, I don't think you have many options here. Looking at this objectively:

1. It appears that the dealership made an honest mistake in not ordering the desired trim.

2. It appears that there may have been opportunities for you to have caught this oversight before finalizing the order. Typically, even if the different trims are a zero-cost option, you get the stock trim unless it is specifically listed on the order. This was the case on my X3.

3. The dealer is is attempting to rectify the problem in an amicable way.

Without any firm written documentation that you asked for wood trim, and given that the dealer is trying to resolve the problem, you'll have a hard time winning any kind of legal case. Besides, all that will do is create more angst all around.

If you are looking for a way out, here are some ideas:

1. Pay $500 to the dealer.

2. Pay $500 to the dealer, but be sure to get the old aluminum trim. Sell this on bimmerfest or ebay, to help offset your costs.

3. Purchase the trim on line from a BMW dealer, and install it youself. I'm certain the price quoted to you includes labor. Sell the aluminum trim. I don't know what it takes to change trim in an E90, but it's pretty easy on an E46.

4. Hunt for someone on this board that's interested in a trim swap. There is certainly another person out there that hates their wood trim as much as you hate your aluminum
trim. I saw many posts from E46 owners doing just that.

Also, if you buy new trim, be sure to join BMWCCA and get a discount on the parts bill.

Good luck,

[Finamir]

I agree with the posts above. It is very unfortunate but I think the dealer is doing the right thing. Replacing the interior trim is not that big of a deal so I would just pay the $500 and get the trim you want. Litigation would certainly exceed this threshold.

I definitely feel for you. When we first option out the car, we are more concerned with the cost options such as ZPP, ZSP, etc. that we lose site that aluminum trim (the no cost options). My dealer had written in "brushed aluminum" on the order sheet and I even had him write in "6spd manual transmission" just to ensure it would be ordered right.

Take it as a $500 learning opportunity for next time. Thank God it is something small like trim and not one of the major options. Enjoy your car!

[pilotman]

I'm still not sure as to how this happened. There should have been at least two opportunties to catch this error. First, when the vehicle was assigned a production number the website lists all the options the car has, including trim.

second, when you received your confirmation letter that also lists what type of options the car has (including trim). You must have received a confirmation letter, right?

anyhow, this is a tough call if you never had anything in writing with the dealer. There *must* be a confirmation letter that has the trim listed....if it was their mistake they should order the right trim for you...its not as if you are trying to "get over" by having them put in an option you didn't pay for...

[lilskel]

You get a confirmation letter from BMW as well as online order tracking specifically states the interior trim that's on the car

[JSpira]

You get a confirmation letter from BMW as well as online order tracking specifically states the interior trim that's on the car
If you mean the OC, it is often wrong or missing information.

On my last factory delivery, no options were visible at all on the OC. Ever.

[machmeter]

OC says my car is STILL at the VPC. :confused: :confused: :confused:

I PICKED UP MY CAR LAST TUESDAY!!! :rolleyes: :dunno:

And I, too, :mad: got the wrong wood trim. Walnut instead of poplar. I'm trying to like it... though I haven't ruled out a Psycho Buttercup visit to the dealer! :eeps:

[JSpira]

OC says my car is STILL at the VPC. :confused: :confused: :confused:

I PICKED UP MY CAR LAST TUESDAY!!! :rolleyes: :dunno:

My 5er was shown as waiting for transport for 6 months after redelivery.

[machmeter]

My 5er was shown as waiting for transport for 6 months after redelivery.
A week or so may not seem so bad, but 6 MONTHS???!! It seems to me that BMWNA really needs to improve the system.

Also, the little order detail, or whatever it's called, on the OC never mentioned my trim option - just the major stuff - which also seems silly, unless BMWNA is just trying to avoid supplying too much info (which is what I would do...:rolleyes: ), so they have fewer whining customers.

[drjhwang]

Thanks everyone for your input.

As some have pointed out, there is no mention of the type of trim on any of the following: 1. Purchase Order, 2. Confirmation Letter, 3. Online Order Tracking Detail. If I had received ANY paperwork or notification of a wood trim, I know I would have caught it. This being my first BMW purchase, I just didn't know I had to make sure it listed aluminum trim as an option. I simply trusted that my dealer understood what I had requested. That was my $500 mistake.

For now, I'm just trying to figure out if $500 is my best option, since I don't know the typical pricing for a trim replacement. If possible, I will definitely look into exchanging the trim with another owner to save on the cost of parts.

[JSpira]

The more I think about it, the more I think the appropriate thing is to ask the sales manager, "What would happen if this had happened in your showroom at delivery."

The probable answer is they would have either reduced the price or just agreed to swap the trim.

That should also be the answer for you.

[Calif65GM]

Sorry to hear about your difficulties, but I just checked my confirmation letter and the aluminum trim is specifically spelled out in the options section. I understand your point about being able to catch it, if it had noted "Wood trim". Once again I think it's one of those default items that if you're unfamiliar with the process then it could be missed.

This sounds like the other member that found his 550 had the default 6MT intead of the auto; even though, it's a no-cost option.

I think it would be a good idea if the Mods would make it a sticky where we warn future members that if you order a no-cost option make sure that it's on the form because otherwise, you get the default choice.

And as others have mentioned, many of the options never show-up on the OC, so it's useless. In fact, I haven't signed-on to the OC for awhile. I should go see where my car is now. :rolleyes:

[E90 Enthusiast]

The more I think about it, the more I think the appropriate thing is to ask the sales manager, "What would happen if this had happened in your showroom at delivery."

The probable answer is they would have either reduced the price or just agreed to swap the trim.

That should also be the answer for you.


Excellent point - I believe I would pursue this course of action -

[machmeter]

Another, less attractive, option: Buy/install the aluminum trim, then sell the wood trim here or on ebay. Maybe someone wants wood, got the wrong type -like you, or has damaged theirs.

[adc]

Another solution - find out if the dealer has a car with aluminum trim on the lot. Don't ask the manager about this, he's likely to a. lie, or b. not know. Go in with a salesperson and look at all the cars on the lot, if necessary. Write down the lot # or VIN of the car you find.

Then get the manager to swap out the wood trim from your car, with the alu trim on the car you've just found, at no extra cost. Tell him it's really the only option given the mistake they've made. Point out that despite the lack of proof, you really DID mention alu trim when ordering, and ask him to not insult you by claiming otherwise. Point out that this solution does not involve any cost to the dealer, except the 30min labor for the swap, so financially this is really best for all concerned.

Be polite, but firm. Try not to get angry, try to negotiate without using the "no" word. :) OK I know that's a tough one to manage, but I was able to get what I wanted this way, and I'm still friends with the dealer.

Good luck,

adc
03 330 ZHP
05 X3 3.0 ED

[xspeedy]

You can learn to love... wood.

[bechego]

OC says my car is STILL at the VPC. :confused: :confused: :confused:

I PICKED UP MY CAR LAST TUESDAY!!! :rolleyes: :dunno:

And I, too, :mad: got the wrong wood trim. Walnut instead of poplar. I'm trying to like it... though I haven't ruled out a Psycho Buttercup visit to the dealer! :eeps:

Machmeter:

My purchase order said Poplar (with a beige interior) instead of Walnut, which is the color I actually wanted. I did not realize my mistake until it was too late (my car is now done in Munich and I pick it up on July 19th).

I too am trying to like the color I am getting, but, if you can't make yourself like it (and I happen to be in the same boat), maybe we can trade. There is a lot of parts to swap though...

I will let you know how I like the Poplar.

What color is your interior?

[machmeter]

Machmeter:

What color is your interior?
Terra. I PM'd you. ;)

[mapezzul]

Sorry to jump in last minute but this exact problem has happened several times on this forum. IIRC one poster had the dealer switch out the trim and another just dealt with it. I had specifically spelled out everything on my original purchase or to BMW NA, so I would have no issues, since I wanted poplar and not burl, both trims come up as wood on the form you receive back (figure that one out). Sometimes BMW runs a little too mom and pop for me!! Best of luck getting the mess sorted out. :thumbup: