Hopeless services from Authourise Services Center BMW Malaysia

[M5port]

DANNIS,

I feel for you. For the past 11 mths i've owned my E60, near every month i sent it back for something. Everytime i get my car back, they didn't manage to solve the problem and even worse, sometimes, a new one arises. Recently , they dented my 20inch rim, and they agreed to fix it. What they did is, they made it worse than before. I'm really furious. Can we get together and make a giant complaint to BMW AG instead ?

 

[David Yong]

DANNIS,

I feel for you. For the past 11 mths i've owned my E60, near every month i sent it back for something. Everytime i get my car back, they didn't manage to solve the problem and even worse, sometimes, a new one arises. Recently , they dented my 20inch rim, and they agreed to fix it. What they did is, they made it worse than before. I'm really furious. Can we get together and make a giant complaint to BMW AG instead ?

My goodness..... this is too much!

I think we all should stand together and make a giant complaint!

 

[dannis]

DANNIS,

I feel for you. For the past 11 mths i've owned my E60, near every month i sent it back for something. Everytime i get my car back, they didn't manage to solve the problem and even worse, sometimes, a new one arises. Recently , they dented my 20inch rim, and they agreed to fix it. What they did is, they made it worse than before. I'm really furious. Can we get together and make a giant complaint to BMW AG instead ?

YES! M5sport. Make sure you bang the table nicely, I know exactly how you feel... Let's gather more complaint from others forumers and do a giant complaint!

 

[Schwepps]

Hi dannis! How's your complaint going? Any response from BMW?

Just to update you on my Merc troubles last Sat, the problem was a faulty ECU part. Cost of C&C Emergency service = RM0. Cost of towing by AAM = RM0. Cost of fixing ECU at C&C = RM0. The only snag was they took longer than they estimated and the car was only ready on Tues. But at those prices, who's complaining?

I have not spent one sen yet maintaining the W211 at C&C for 26 months, except for elective work like leather seat cleaning. Nor has it been anything but pleasant experiences each time. I hope you pave the way for a better service experience at AB with your complaint.

 

[INNOVATOR]

Schwepps, you are fortunate to see the good side of C & C. They were not like that before. Maybe, they want to regain the title of world's largest manufacturer of luxury cars.

As for AB, I have been quite satisfied with their service - a main reason why this is my 3rd BMW in 7 years. Admittedly, there are a few service advisors who think customers are dumb stupid a**h***s, because the reasons they give for your car's problems are usually from Twilight Zone.

 

[Schwepps]

I agree with you INNOVATOR! I know C&C quite well and they got cocky in the 90s and were in danger of losing it when DCM came in. But they've responded very well I must say. That's the point: distributors who don't give the level of customer satisfaction commensurate with the price tag of their cars ought to get their act together or lose the marque.

I've dealt with the service depts of many distributors over many years of car ownership and most have improved tremendously in the last few years, even Perodua. I haven't used AB service in more than a decade. They were pretty bad then and I used to get so mad with them. Judging from the complaints I read here, they haven't improved. Perhaps having SA as direct competition now will be the kick in the pants they need.

 

[beemaro]

For you guys thinking BMW will give you good service, i think u r in for a big surprise. Its in their culture, they even have sales techniques very defering from other marques. Asked your sales people and ask them what the germans told them to do. All because they have a popular product.

If you want first grade service, guess its Lexus or Toyota

 

[netracer]

I've owned few bimmer rides and all were bought new fm AB and cartrade since 1996. And exactly after 10 years of patience and endurance.... being forced to swallow so-called reasons and technical tricks to their advantages. I finally came to realisation to put the ultimate driving machine vs ultimate owning experience to a halt.

I sold the current unit back to AB at a major loss - heck, they thought by offering a very low price I would have hesitate. Together with another two owners, we sold off our E60s the very same day. Only the very next day, the German did send a cash offer rebate for next purchase - yeah, right. Sales person are good, in AB they are even better. They only make sales. And no after-sales. Period. Their mechanics are also good. They make sure that every service need to be re-attended, so that their service dept would be always be needed. Service Advisors are only good for giving advice - dun bother to talk in technical with them, they are just trying to impress rich owners with half bucket technical know-how. Bring them straight to technical and show them the problems - they will shudder and claim for suggestion being allowed their superior tech boys to handle it. Service Advisors - never actually get back to u, they are just to busy advising others.

I actually went twice on a wheelchair to follow up my case as I was involved in an accident. And the bimmer was not involved in an accident. And yet they managed to lie about a normal oil changed duration to a mishandling oil soaked intercooler. And the Indian national Svc Manager tot I am an idiot by trying to tell me the I-drive screen has lines is common. Dead pixel can be claimed and mine has three horizontal lines dead across the screen. And he blamed me for keeping a wet umbrella in the car. Hahaha... bimmer owners are made idiots coz they believe idiots are being conned to place deposits in the first place.


M advise - buy grey imports and saved RM50-80K for warranty/service outside. Or if you can live without BMW, get another make - Lexus, MB. For me, I'm back into the turbocharged world. No need to pretend to be limousine or executive high profile ride but being shortchanged when in due for servicing or rather had to 'banyak masuk workshop' syndrome owning it.... what a burden.

Sorry if I offended new buyers, perhaps it is just me and poor luck.

Bimmers are good cars, to be experienced and need to passionate to be a bimmer lover. Svc n support does not help in creating the atmosphere. What a combination n let down.

 

[dannis]

Hi dannis! How's your complaint going? Any response from BMW?

Just to update you on my Merc troubles last Sat, the problem was a faulty ECU part. Cost of C&C Emergency service = RM0. Cost of towing by AAM = RM0. Cost of fixing ECU at C&C = RM0. The only snag was they took longer than they estimated and the car was only ready on Tues. But at those prices, who's complaining?

I have not spent one sen yet maintaining the W211 at C&C for 26 months, except for elective work like leather seat cleaning. Nor has it been anything but pleasant experiences each time. I hope you pave the way for a better service experience at AB with your complaint.

Hi Schwepps, I'm sending my car to AB this coming wednesday... but I dun think I can have the services like C & C. Let's wait and see... thanks

 

[dannis]

Schwepps, you are fortunate to see the good side of C & C. They were not like that before. Maybe, they want to regain the title of world's largest manufacturer of luxury cars.

As for AB, I have been quite satisfied with their service - a main reason why this is my 3rd BMW in 7 years. Admittedly, there are a few service advisors who think customers are dumb stupid a**h***s, because the reasons they give for your car's problems are usually from Twilight Zone.

Innovator, u r fortunate enough by not getting a problem car. Few friends aldy told me to get greyimport and I thot the services is very important and I made the decision to take from BMW Malaysia... I assume u do not have major problem from ur car, so u dun encounter so much problem with them. Sending my car this coming wed, 3rd trip to AB with same problem... I had a very strong feeling this time they can't fix my problem too...

 

[dannis]

To Beemaro & netracer...

Can't really take it as a fact that BMW services is bad, but seems like I have to take it. Let's welcome Dannis (me) to the idiot group.

 

[beemaro]

Not only the service is bad (one of them you make your own coffee, self service USA style ka ka ka ), like what netracer mentioned, the newer and big engined models seemed to come with lots of electronic hiccups after 2-3 yrs old especially. Maybe its to canggih.

You will end up lots of time in the service center (guess thats what where they want you to go and hopefully check out new models).

The best service i have had is in Lexus Spore. Not sure abt KL...sure be similar concept. They even changed my cracked right view mirrow (got hit by a scrambler albeit no marks). The service technician told me he knew it was no defect but will change for me anyway ! The thing wud have cost SGD1500 easy. Altho the volume of Lexus sales is high, the personalised service is like porsche or better.

In BMW, same old story...wait for german enginneer to take a look.....and i hv never seen my brother get his BMW e65 get serviced faster than Lexus....a few times over nite. The people at lexus often surpises you, send in morning can collect by 2pm or earlier.

well, this is just my personal experience to share. Now for me most important car can start everyday and no need to spend money/time for it.

 

[netracer]

i rest my case. I still have friends, I mean real close friends in BMW Dealer in Ipoh, Gleanmarie & Sg Besi. Also have bimmer owners running around and always visit service centres religiously. My heart is still with BMW as it does provide a all rounder driver's car, if not spent most of the time in the svc bay or driving with some irking errors from sensors... and they always need to update to the latest software revision, hoping to get the defects (bugs) removed before using their brain to believe the defects. Eg... screecing disc noise - a well car driver would know - either some little stones got stuck between the disc/pads or the pads are running thin. Guess what the normal bmw svc do?

Hook up and check for tell signs. Gosh, why the brake pad sensor did not show up? Ohhh... when they checked, the brake pad sensor has worn. Heck, it's grounded n should show on the idrive, or and earlier models, as a brake error lit up in the dash. Nvm that, still not willing to use their brain, i walk to my car, start the engine turn the steering to left max, switch off and show them the brake pad is mm thin... !!!

They insisted something is wrong with the diagnosis. Ofcoz, The last time the pads were changed without changing the sensors and i 'request' my buddy friend to ignore the fault generated earlier. Haaaa....


It's like going to a doctor when u have a fever and he is cracking his head why his little pda-thermometer shows no temperature reading!

Anyway, BMW is a good car with the condition being able to have good and knowledgeable mechanics with tons of experience. They are a lot out there. So, choice is yours... people respect owners having bmw perhaps also due to the ability of owners enduring the 'pain' of owning them.

BMW Malaysia - time to put real EFFORT in AFTER SALES.

 

[dannis]

people respect owners having bmw perhaps also due to the ability of owners enduring the 'pain' of owning them.

BMW Malaysia - time to put real EFFORT in AFTER SALES.

wow... I like this.

 

[jarance]

Hook up and check for tell signs. Gosh, why the brake pad sensor did not show up? Ohhh... when they checked, the brake pad sensor has worn. Heck, it's grounded n should show on the idrive, or and earlier models, as a brake error lit up in the dash. Nvm that, still not willing to use their brain, i walk to my car, start the engine turn the steering to left max, switch off and show them the brake pad is mm thin... !!!

They insisted something is wrong with the diagnosis. Ofcoz, The last time the pads were changed without changing the sensors and i 'request' my buddy friend to ignore the fault generated earlier. Haaaa....


It's like going to a doctor when u have a fever and he is cracking his head why his little pda-thermometer shows no temperature reading!

Netracer... Right on man.. You spend a few hours driving your UDM every day. You know all the "unwanted" sound and all the "normal" sound.. Sometimes we DO NOT need a modic to tell us what wrong with the car. Unfortunately, due to the advancement of technology, we tend to rely heavily on diagnostic machine to tell us what wrong when all we need is common sense..

However, BMW Malaysia cannot be faulted. It the way, the service people are being trained. I have actually experience a case where a workshop plug in a diagnostic tool and could not find any problem with my car. (It did not shift gear properly). Unfortunately, the chief foreman was away testing another car. When he come back, the first thing that he does is ask me what wrong with my car. After listening to my explaination, he got into my car and test drive with me as passenger. Within 5 minutes, he was able to tell me what wrong. It was just a gear shift contact...

 

[bmwjunkie]

Anyone here ever bought a grey market import? Would those have more problems than the ones from AB/Sapura Auto?

 

[Schwepps]

Well, the first problem will be that AB won't service it for you, don't know about SA. So you'd have to find a good outside mech with access to spares.

 

[INDI]

Hi there guys.Just wanted to let you know my opinion.Well I'm servicing my car from 2000 in AB Glenmarie.For me the service quality has dropped so so bad.Now days with my E90 they can't seem to get things right.From complains about suspension noise to window/door rattling noise,they just can't get it fixed.It always comes back.And I don't understand thier point of making an appoinment..when most of the time after I send in the car, they only start the work next day and most of the time,they only finnish the work after 3 to 4 days.I'm getting frustrated with AB nowdays.As some one suggested,BMW malaysia should really give serious thought on this after sales service and should consider having their own people do the service rather giving it to Authorised dealers who use 18-20 year old kids to chk on our car..pissed off

 

[dzuljazz2001]

yes dannis, I agree with you ....BMW Malaysia is not as professional as they think .....my car is in their workshop in the east coast for more than 2 months already .......I have just about given up hope on BMW attitude, professionalism and incompetancy in handling issues abt BMW cars......how i wish I had bought a different model :

 

[jarance]

yes dannis, I agree with you ....BMW Malaysia is not as professional as they think .....my car is in their workshop in the east coast for more than 2 months already .......I have just about given up hope on BMW attitude, professionalism and incompetancy in handling issues abt BMW cars......how i wish I had bought a different model :

Bro, BMW Malaysia do NOT service car..:listen:

Which service center is it in East Coast?