BMW Problem & Warranty - Consumers Point..

[ak47d]

Greetings to all, *If any readers are contemplating a BMW or already owning a BMW, please allow me to share my experience. Below is my email to BMW Malaysia.. **-Quote- **I purchased the above vehicle as pre-reg unit from Ingress Auto early 2012. I was initially sceptical on buying a used vehicle *but after the salesperson convinced me that the vehicle comes with a 5 year warranty and free maintenance, I went ahead with the purchase. Additionally, BMW's distinction in its Customer Satisfaction Index convinced me that it was a right choice. * In November 2012, the vehicle couldn't start after being parked at my home porch and had to be towed to Ingress Auto. Subsequently I was told there was liquid in the oil sump. Further inspection by Ingress verified claim that the vehicle was not involved in any flood damage. Unfortunately, that was when my nightmare started.*It took almost 1 month before any test or inspection was done on the vehicle judging from the report. Ingress stated that they have to wait for BMW Malaysia's instruction.*To cut a long story short, the conclusion of Ingress' finding is that the liquid came from 'external source' thus not eligible for warranty claim. They have also claimed that there is no damage to the engine such as cracked block, warped head, etc.*If that's the case then my question is:-*1) Why would a good engine have liquid in its oil sump in the first place? To date Ingress is not able to find the source. Failing to locate a problem doesn't mean the problem is non-existant. THERE IS DEFINITELY SOMETHING WRONG WITH THE ENGINE.*2) If they are implying that the owner inadvertently filled water into the engine instead of the coolant reservoir, it's ABSURD, RIDICULOUS & ILLOGICAL. Why one do so to a perfectly working vehicle then waste so much time, effort and money just to obtain warranty claim? What is there to gain? Even if that was what actually happened, wouldn't one try to cover up the tracks by replacing the engine oil before sending the vehicle in? I assure you I have better things to do than to indulge in such behaviour. I am not a 17 year old with a first car. Besides there's no reason for owners *to even open the hood as everything is monitored by electronics ie coolant level, brake fluid level, etc. In fact we have never even popped the hood during our short-lived ownership of the vehicle. 3) What is the basis of denying warranty when it is not proven to be owner negligence?*-unquote-*BMW Malaysia has since gotten back to me and they are not honoring the waranty claim as according to BMW it is not an engine defect. Their lab test shows its not coolant in the sump nor was any cracked block or warped head detected.*Basically what it means is they cant find the fault with the engine and are NOT obliged to explain the source of the fluid ingestion as the car was not in their custody. They have also quoted RM17K for overhaul or RM40K plus for engine change.*This brings back to the question.*1) What is the justification for me to spend that amount of money to repair when nobody knows what's wrong with the engine in the first place? If the same problem re occurs, am I supposed to spend ANOTHER RM17K for repairs? As it is my confidence in BMW brand is severely corroded.In conclusion, the 5 years free maintenance & warranty is of no value as we are at the mercy of dealer/manufacturer when it comes to claims. Problem is not due to owner negligence and source is still undetermined and yet owner has bear the cost.** I would be glad to know what fellow forumers think and what should/can be done.. Your advice is much appreciated.

 

[mizhan]

Have you posted this on BMW Malaysia FB page? Somebody with another ridiculous issue recently posted there, and received prompt and appropriate reaction from BMW.

 

[ak47d]

Have you posted this on BMW Malaysia FB page? Somebody with another ridiculous issue recently posted there, and received prompt and appropriate reaction from BMW.

Will do so. Thanks.

 

[9339]

ak47d,
greetings... did bmw accept your car claim under warranty ?
i am also received a failed bmw car, still find best way to reach their top management, chandra- the customer relation is suck, she always filter all the complaint then divert customer to dealer and block customer to meet bmw management.

 

[Siva74]

ak47d,
greetings... did bmw accept your car claim under warranty ?
i am also received a failed bmw car, still find best way to reach their top management, chandra- the customer relation is suck, she always filter all the complaint then divert customer to dealer and block customer to meet bmw management.

Dear 9339,
Sadly in Msia we have non-existent customer service even for premium brand such as BMW. This comes from the general lackadaisical attitude build over many decades by the after sales department in most dealerships. BMW Msia itself too is at times less then helpful when it comes to handling complaints.

We most of the time are at the mercy of them and their deflection tactics when things go wrong. I note that you had already checked out my complaints section in BMW talk section. Keep us posted on how your claim goes.