Dear Sir/Mdm,
We are your customer, have purchase 1 unit BMW motor vehicle from you on 18/01/2018. The details of the BMW motor vehicle as following :-
Model : BMW X5 xDrive40e- CKD
We had make a complaint with BMW Group Malaysia on 20/01/2021 regarding the vehicle’s battery issue. Recently, our director don’t have the vehicle go to work because the vehicle already placed at your service center (Auto Bavaria-Sungai Besi) around 2 weeks (From 08/01/2021 to 20/01/2021) and you still don’t have a best solution to resolve the issue. We refer to the page 27 from your BMW Ownership Advantages, it mention “Your new vehicle enjoys a contractual warranty provided by the BMW Authorised Dealer for a period of 5 years commencing from the date of first registration or the day of “commissioning”, without limitation of mileage. This warranty only covers repair or replacement at the BMW Authorised Dealer’s discretion, of ANY PART of the vehicle found to be defective in materials or workmanship”, that’s mean we entitled to enjoys the repair or replacement without any charges from you but your officer said we are not entitled because the mileage of the vehicle excess 100,000 KM and hybrid battery are covered by a six (6) year warranty, limited to a maximum distance of 100,000 KM. When we decide purchase the vehicle from you, your sales advisor (Ms. Wong) didn’t explain clearly to us. After we purchase from you, we just have this book of BMW Ownership Advantages to refer regarding the BMW Malaysia Warranty, the book don’t have mention clearly about the warranty for hybrid battery, so that’s unfair to us. BMW is a luxury car company, why will let the mistake occur? But we can accept and make payment to you if the charges of services and replacement is not expensive. So on the same day, we called and requested from you to issue a quotation to us because we want to know which part of the vehicle has problem and how much for the charges of services and replacement.
As we know, we’ve sent the vehicle to your service center for services and hybrid battery replacement on 01/2020 and you don’t have billing us or give us a listing for the services and replacement because of the services and the hybrid battery for the vehicle still under warranty on 01/2020. Now, we wish to request from you a list of services and replacement that we visited your service center on 01/2020. Refer to your quotation (Service Estimate No. 55518) that you emailed us on 20/01/2021, the quotation that amounting to RM 28,447.30 really shocking us. We refer to the quotation, total replacement is 4 units of hybrid battery. Due to we have replaced the hybrid batteries on 01/2020 and the hybrid batteries have problem again on 01/2021, are your battery not durable? Please provide us a guarantee period if we decide to change the 4 units of hybrid battery as shown in your quotation, we already loss confidence at your hybrid batteries. We very worry after replace the 4 units of new hybrid battery, then just can durable for 1 year or have problem again when we driving another 20,000 KM.
If we want all the hybrid battery of the vehicle change to standard battery, can you process it? Because the pricing for 1 unit of hybrid battery too expensive and your hybrid battery not durable after we encountered and experience it.
Kindly please reply us as soon as possible. Our director don't have vehicle go to work since the vehicle still in your service center. Hope you will settle our problem.
Thank you for your cooperation.
