Issue with Tire Rack

[topspin627]

I am sorry to have to post this but I am extremely disappointed with my latest Tire Rack experience. This is surprising to me since my first experience about 6 years ago was flawless.
Here's the saga:

I ordered a winter tire and wheel package for my 08 550i sport (17" Sport Edition KV5, with dunlop 3D). I checked with them and re-checked via phone that these would work with my 08 sport package 550i. I was told, yes, no problem.

The tire and wheel set arrived at my home in 2 days (great!) and then I brought it to my BMW dealership to have them installed. Oops! They need spacers and they forgot to send those. I had loaded and hauled the tires to my dealer and sat there for 3 hours for nothing. I called TireRack and they apologized and told me that they would overnight to me. It was a Saturday and they couldn't send until Monday for Tuesday. Of course it snowed on Sat night (which was predicted and why I rushed out on Sat Am for the install) and I couldn't drive on Sunday. In the meantime, I read a post from a Bimmerfester who says he has the same wheel and tire package and he's doing a self install but the wheels won't clear the calipers. Alert! I call Tire Rack again and tell them what I read and they say that the wheels fit, 46 packages were shipped this month with no issues. I figure that maybe the poster is doing something wrong.

On Tues the spacers show up and I'm out of town until Friday. So I drive over to the dealer on Friday morning (today) and wait about an hour and oops!- I'm told that the wheels won't clear the calipers. So now another half day shot and still no winter tires.
(oh yeah, Tire Rack refunded me the original 70 dollars shipping charges as consideration for my first inconvenience of not including the spacers. I hate to tell them but my time is worth a lot more than about 14 bucks an hour.

I am waiting for the rep to call me back.
Not happy!

[topspin627]

Just to be clear. I meant centering rings.

[Gary@Tirerack]

It appears that the KV mold was changed without us knowing it. We're in the process of contacting affected orders. I sincerely apologize for this frustrating situation. This is highly untypical of our wheel fitment experience.

The German made Rial Salerno wheel has been confirmed to have no changes and will clear with no problem. We can match the lower price of the Sport Edition wheel so that the package price will remain the same.

[topspin627]

It appears that the KV mold was changed without us knowing it. We're in the process of contacting affected orders. I sincerely apologize for this frustrating situation. This is highly untypical of our wheel fitment experience.

The German made Rial Salerno wheel has been confirmed to have no changes and will clear with no problem. We can match the lower price of the Sport Edition wheel so that the package price will remain the same.

I spoke to one of your reps earlier who has been handling this for me and she is getting me the Borbet Type TS. She assured me that they will work. Fingers crossed. They are to be Fed Ex'd to my dealer for Sat delivery.

[From the Helm]

An unfortunate situation caused by a vendor. The rack is discounting a replacement rim to you and overnighting you new wheels for Sat delivery....that's a pretty big response.

It's the cost of non-conformance that the Tirerack is covering as best they can from afar. I've been so impressed with their attention to detail being way beyond what any local dealer from Audi, BMW, Porsche, or Lexus has known, I'll give them a mistake or two without holding a grudge.

Hope you are happy with your 550 with the winter tires, Borbet are great wheels too, have had two sets for snows in the past, and one set for summer tires, very well finished.

[topspin627]

An unfortunate situation caused by a vendor. The rack is discounting a replacement rim to you and overnighting you new wheels for Sat delivery....that's a pretty big response.

It's the cost of non-conformance that the Tirerack is covering as best they can from afar. I've been so impressed with their attention to detail being way beyond what any local dealer from Audi, BMW, Porsche, or Lexus has known, I'll give them a mistake or two without holding a grudge.

Hope you are happy with your 550 with the winter tires, Borbet are great wheels too, have had two sets for snows in the past, and one set for summer tires, very well finished.

Well it's 2 mistakes on one purchase (no centering rings the first time around, not that that would have made any difference as we now know). As for stepping up BIG, I think it's the least they could do. I still have no snows for a week and I'm out about 10-12 hours or so of my time from going back and forth to the dealer etc. Sending me a more expensive wheel that fits as a no cost replacement is what I would expect since the original one they sent does not fit. I would consider their response to solve the situation as expected service from a reputable firm, certainly not poor but not extraordinary either.

No grudge. They have been professional in their response and action.

[Gary@Tirerack]

I spoke to one of your reps earlier who has been handling this for me and she is getting me the Borbet Type TS. She assured me that they will work. Fingers crossed. They are to be Fed Ex'd to my dealer for Sat delivery.

TS will clear too.

[jcatral14]

Kudos to Gary and Tire Rack :thumbup:
Mistakes do happen and I think they responded correctly and handled this issue commendably.

[cranbizzle]

Kudos to Gary and Tire Rack :thumbup:
Mistakes do happen and I think they responded correctly and handled this issue commendably.

Agreed. I was one of the other unfortunate customers who ran into this same issue. Gary is taking care of everything (shipping new packing materials for the original wheels, scheduled UPS pickup, and ordered a new set of more expensive wheels that will fit, all on their dime). I got burned, and they made sure to correct their mistake (actually, a mistake by their manufacturer). I'll continue to do business with them.

One last thing is I'd like to see is the 17" Sport Edition KV5 removed from the website as a viable option for the 535/550, to ensure no one else falls into the same trap.

[beethoveen]

Just to confirm...there are no fitting issues with the Sport Edition A7 17" for the 535i sport/550i configuration right? Are spacers needed?

[Gary@Tirerack]

A7's clear with no problem. No spacers needed.

[topspin627]

Gary, so I think my "adventure" is over. The new wheels and tires were installed today by my BMW dealer and they fit. One question, the tech said that he inflated them all to 36 psi.
Is that correct? Everyone seems to have a different answer. (I have the 17in dunlop 3D on my 550i sport.
Thanks

[Gary@Tirerack]

Sorry for the delayed reply. I'd run them at 32-34 psi front and 36psi rear.