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F10 / F11 (2011 - Current)
The new chapter in the highly successful story of the BMW 5 Series Sedan (F10) and wagon (F11)

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  #1  
Old 08-19-2014, 09:09 AM
550newbie 550newbie is offline
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Is it possible to get a warranty repair exception?

I'm just looking for a little feedback here. Maybe I am expecting too much, so I'm a bit disappointed with my current situation. Here's the scoop:

2011 550i with ~44k mi. with "add coolant" message on display

First repair was done in Dec 20, 2013 - replaced lower radiator hose temp sensor, warranty repair

Second repair was done April 2, 2014 - replaced radiator, warranty repair

Third repair was done August 7, 2014 - replaced coolant hose, $733 out of my pocket. Warranty expired in June 2014

My SA was NOT helpful at all (although he did give me a $50 discount, lol). I explained that within four weeks of the April repair I had to add water/coolant since the error message came back. I was hopeful that the system wasn't topped off correctly and that would be the end of it. Sure enough it happened again about four weeks later. I scheduled an appointment but was unable to drop the car off due to business travel. There obviously was still a problem after the April repair.

I called BMW Customer Relations and they said they would look into it. No dice! I was told it was up to the Dealership and that BMW doesn't grant warranty exceptions, etc.

So, do I have any other option here? Or just "take it on the chin" ESPECIALLY since it's partially my fault for not taking it back sooner when the problem surfaced again (and it still would have been under warranty)?
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  #2  
Old 08-19-2014, 10:28 AM
vercetti0 vercetti0 is offline
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I had that on my E92...from memory I believe they did further investigation and said the coolant tank was slightly cracked in a way that wasn't immediately noticeable... my original thread

http://www.bimmerfest.com/forums/sho...442&highlight=
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  #3  
Old 08-19-2014, 10:54 AM
The X Men The X Men is offline
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If the problem was documented before your warranty expired, and they replace the wrong part and did not fully fix the problem, then the warranty should still apply to the original problem.
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Old 08-19-2014, 06:13 PM
550newbie 550newbie is offline
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I agree, but how do I proceed if I've already been told "declined" by SA, Service Manager and BMW Customer Relations. The Dealership might be playing "hardball" since I purchased the car from a local wholesale company.
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Old 08-19-2014, 06:29 PM
550newbie 550newbie is offline
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I should also mention that part of my frustration is with the Dealership. My usual SA recently left the company (went to work for MB Dealership). The two guys that assisted me on the last visit were not exactly polite and/or professional.
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  #6  
Old 08-19-2014, 07:46 PM
weinschela weinschela is online now
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One obvious thing is to try a different dealer. If the repair was essentially started while the car was under warranty and never completed properly, and no other dealer gives you any help, you might try your state's Consumer Affairs Department -- or a local similar agency.

I guess it is too late on this one, but this kind of treatment is the reason I give my dealer my business. I have bought twice there already and there is never an issue about service -- I think because they want to keep me coming back. I think I probably could have bought cheaper elsewhere to the tune of a few hundred dollars, maybe even more (from some of the deals that I have seen here), but I consider what others might call an overpayment to be an investment to protect from aggravation.
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  #7  
Old 08-19-2014, 08:10 PM
snj1013 snj1013 is offline
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How is a hose over $700?
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  #8  
Old 08-20-2014, 06:42 AM
The X Men The X Men is offline
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Quote:
Originally Posted by 550newbie View Post
I agree, but how do I proceed if I've already been told "declined" by SA, Service Manager and BMW Customer Relations. The Dealership might be playing "hardball" since I purchased the car from a local wholesale company.
I would ask BMW Customer Relations to open up a case with a case manager and state that the problem was diagnose before the warranty expire and was never fixed.
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  #9  
Old 08-20-2014, 07:57 AM
550newbie 550newbie is offline
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How is a hose over 700? Amen! Labor $587, parts $88, misc (disposal of old coolant, etc.) $47, plus tax. I did however, get a free Ford Focus loaner for four days.

This Dealership is really close to our home and very easy to get to. Next time I'll use the dealer across town and/or an independent mechanic. I may give BMW NA one more chance to remedy this, but I'm not too optimistic.

My care is REALLY fantastic and I thoroughly enjoy driving it, but it's this type of service/support that forces me to other brands. I know, I know they all have their problems...but it's not the car that upsets me it is the sub-par Dealer network (at least in the Dallas area). With few exceptions, the service advisors all seem to have a "chip on their shoulder" and I don't think it is just with me. My brother recently traded in his X3 due to reoccurring problems and poor service (yes, at the same dealer - and his vehicle was purchased new from them). Prior to my current car, my wife had a 2008 528. It was a great car but guess what, we only kept it for two years because she couldn't stand the shi##y service. When having AC problems she was told by her SA, "Ma'am, that's just the 5 series you need to get used to it". Turns out it actually needed a new compressor, etc!

Many years ago I had a pre-owned 1995 540, another incredible car. I'd drive it for eight weeks, then it would spend a week in the shop. Usually it was for the same repair, over and over (alarm system wouldn't disengage, leaking power steering system, etc).

LOL, yes this was all with the same dealership. As I'm typing this I can't help but realize I need to go to the alternate BMW service center before I give up on the brand.
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  #10  
Old 08-20-2014, 08:06 AM
The X Men The X Men is offline
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I am lucky enough to have 4 BMW dealership within 15 miles of my house. The closest dealership is the worst one when it comes to the service department. There is one other that is really bad as well. The one I use for service is about 10 miles away, they always give me BMW loaners and fix the problem right the 1st time. Not all dealers are the same, there are some good ones and bad.
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  #11  
Old 08-20-2014, 08:13 AM
550newbie 550newbie is offline
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But before anyone chimes in - my 2005 Acura RL had only TWO unscheduled service repairs AND the Dealer was a pleasure to work with. Plus, prior to my wife owning the 2008 528 she had three Lexus RX series in a row (over about eight years - they were all leased). One of them needed a new battery...that's it over eight years and three vehicles. She and our son (who was much younger at that time) LIKED going to the dealer for routine maintenance. She was greeted at the door by her name, was offer Starbuck's coffee (big deal to her, not to me) AND her loaner was always ready and waiting for her. If it was cold outside, the loaner would have the heater on (of course AC for hot days) and have soothing music playing at a soft volume. The SA and/or service staff would move my son's car seat to the loaner and secure it properly - while she filled out the paperwork.

Compare that to my experiences with BMW: wait to be greeted by valet and get directed to my SA's desk; wait for SA to return to desk (it's a VERY busy place after-all); convince him/her that there's really a problem with my car and overcome their prejudices toward BMW owners; sign paperwork and be escorted to loaner car counter; process loaner car paperwork and wait for vehicle to be brought to service area; inspect loaner vehicle with loaner car representative; depart. When returning, it's basically the reverse plus the added stop at the payment counter for paperwork (even if warranty repair).

Okay, I've now purged myself and feel better. Thanks for listening.
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  #12  
Old 08-20-2014, 08:13 AM
550newbie 550newbie is offline
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LOL, damn that was a quick response The X Men!
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  #13  
Old 08-20-2014, 08:40 AM
weinschela weinschela is online now
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Quote:
Originally Posted by 550newbie View Post
How is a hose over 700? Amen! Labor $587, parts $88, misc (disposal of old coolant, etc.) $47, plus tax. I did however, get a free Ford Focus loaner for four days.

This Dealership is really close to our home and very easy to get to. Next time I'll use the dealer across town and/or an independent mechanic. I may give BMW NA one more chance to remedy this, but I'm not too optimistic.

My care is REALLY fantastic and I thoroughly enjoy driving it, but it's this type of service/support that forces me to other brands. I know, I know they all have their problems...but it's not the car that upsets me it is the sub-par Dealer network (at least in the Dallas area). With few exceptions, the service advisors all seem to have a "chip on their shoulder" and I don't think it is just with me. My brother recently traded in his X3 due to reoccurring problems and poor service (yes, at the same dealer - and his vehicle was purchased new from them). Prior to my current car, my wife had a 2008 528. It was a great car but guess what, we only kept it for two years because she couldn't stand the shi##y service. When having AC problems she was told by her SA, "Ma'am, that's just the 5 series you need to get used to it". Turns out it actually needed a new compressor, etc!

Many years ago I had a pre-owned 1995 540, another incredible car. I'd drive it for eight weeks, then it would spend a week in the shop. Usually it was for the same repair, over and over (alarm system wouldn't disengage, leaking power steering system, etc).

LOL, yes this was all with the same dealership. As I'm typing this I can't help but realize I need to go to the alternate BMW service center before I give up on the brand.
Re BMWNA, don't let the dealer do the talking for you. Pick up the phone and/or write yourself and emphasize that the under warranty repair was not performed correctly. You are not looking for an extension of the warranty, just that the warranty be enforced properly.
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BMWCCA since '88
==============
'14 535i xdrive. Azurite, Cinnamon
Other: '08 E61
Other: '14 MB E350 wagon
Past: Too many to list, but includes 3,5,7 & 8 series BMW, C, E and S MBenzes, an Alfa Romeo, an MGB, plus others.
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  #14  
Old 08-20-2014, 09:13 AM
The X Men The X Men is offline
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Quote:
Originally Posted by 550newbie View Post
But before anyone chimes in - my 2005 Acura RL had only TWO unscheduled service repairs AND the Dealer was a pleasure to work with. Plus, prior to my wife owning the 2008 528 she had three Lexus RX series in a row (over about eight years - they were all leased). One of them needed a new battery...that's it over eight years and three vehicles. She and our son (who was much younger at that time) LIKED going to the dealer for routine maintenance. She was greeted at the door by her name, was offer Starbuck's coffee (big deal to her, not to me) AND her loaner was always ready and waiting for her. If it was cold outside, the loaner would have the heater on (of course AC for hot days) and have soothing music playing at a soft volume. The SA and/or service staff would move my son's car seat to the loaner and secure it properly - while she filled out the paperwork.

Compare that to my experiences with BMW: wait to be greeted by valet and get directed to my SA's desk; wait for SA to return to desk (it's a VERY busy place after-all); convince him/her that there's really a problem with my car and overcome their prejudices toward BMW owners; sign paperwork and be escorted to loaner car counter; process loaner car paperwork and wait for vehicle to be brought to service area; inspect loaner vehicle with loaner car representative; depart. When returning, it's basically the reverse plus the added stop at the payment counter for paperwork (even if warranty repair).

Okay, I've now purged myself and feel better. Thanks for listening.
BMW might be a premium brand, but their customer service is definitely not premium. We had several Lexus and Acura as well. The Acura dealer we had was horrible, no loaners and rude SA. Lexus on the other hand was by far the best, customer service wise. gourmet coffee french pastry, attentive SA and top notch loaners. Given all that, there is a reason why there is a BMW in my driveway and not a Lexus. I suspect it is the same reason why you have a BMW as well.
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  #15  
Old 08-25-2014, 09:15 PM
BMWEndUser BMWEndUser is offline
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They don't grant "warranty exceptions", but they do grant "Goodwill" repairs all the time.

Emphasize repeat repair attempts and recent warranty coverage expiration-- They'll probably cover it.
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  #16  
Old 08-25-2014, 10:21 PM
schnell525 schnell525 is offline
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Truth....

If you have a problem and it isn't being dealt with by the dealer.....never, ever leave it in the dealer's hands to solve.

Document and call/send certified letter to BMW Corporate. Make it known that the problem is being reviewed at a higher level to the service staff.

If BMW corporate doesn't help you, that can help you on your next decision on a car purchase.
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