I had a problem which change my plan entirely from changing to the E60 530i. To share my experience I’ve put down here on the email correspondence I sent to BMW with my complaints. I received only one reply from BMW but i know that the local dealer was informed of my complaints. I have no intention of insulting anybody. I hope BMW and the local dealer will improve their service after this for the benefits of you all. As for me I've changed my mind and you know by the end of the email from me to BMW.The local dealer have also met me extending their apology but as it is now I do not think I will change to the E60 530i.My 1st email:From: xxxxxxx@xxxxx.com [mailto:xxxxxxx@xxxxx.com]Sent: Friday, August 05, 2005 9:21 AMTo: Bmw TestdriveSubject: Customer ServicesChassis : ET79203Model : E46 325i SMGRegistration : xxx xxDealer : xxxxx xxx xxxxxx xxxNot wish detail :Message : Re: Complaints of your dealer service which isIncompetence and unprofesional.My car: e46 325iSMG bought from xxxxx xxx xxxxxx in November 2002.Mileage so far is about 40000km.Problem: Clutch slippage.This problem started last year when I noticed especially in the morning when I want to start driving the car there is a hesitance for the car to move and suddenly it will move as the clutch start biting. When the car was send for servicing I think in November last year before the end of the warranty period I made a complaints of this problem. The answer to me was that the car need to be warm-up first so that the gearbox will be functioning at the optimum level.Still the problem was not solved. Fed-up with it then I just ignore it. It then get worse since early this year and the worse is the past 2 months. I start experiencing the clutch slippage but intermittent. The engine rev will climb up on pressing the accelerator but the car won't move. Suddenly than it will move. It occured in intially the 1st and 2nd gear and later even the 3rd, 4th and 5th gear. It will disappear after switching off the engine and restart. Imagine the scare that I have driving it in a jammed KL road 2 months ago when the car will jump forward as the clutch catch. Complaints but since was thought of changing to the e60 530i I waited for their respond. Last week, was told to send the car for checking since one engeneer from BMW is coming. Was told that the recommendation was to change the gearbox control unit (thanks for your good will) and the clutch plate needs replacement.The parts finally arrived on the 2 August 2005 and I made the appointment to send the car on the 3 August 2005. So I send it on the 3 August 2005 at around 0930hrs. In the afternoon before going back after works I drop by to see the car, it is already about 1630 hrs. Was really angry because nothing was done to the car yet after one day in the workshop.The next day, 4 August 2005, I went to the shop at around 0930hrs andsaw they are in the process of dismantling the gearbox/clutch. So I left them. Got a call at 1153 hrs that there is oil leakage from the clutch pump and it needs to be replace. Had a look at the car at around 1230 hrs and noticed the clutch plate still thick and the other component that catch the clutch plate have numerous dot/spot of burning oil. Now needs to wait for the parts. I went there again on the 4 August2005 (yesterday) at around 1700 hrs. I was told the parts will be mostlikely arrived by Saturday morning, 6 August 2005 and they should be able to finish the works by the afternoon. Told them that now I don't care about. They can take another 2 days or one week or till next year.My complaints:1. The mechanic is incompetent in dealing with my car. I know there are only 2 units of SMG sold in xxxxxx. So their experience with the car is very limited. They unable to identify the problem in the early stage. In my case while the car is still under warranty. Was told that they will again try to get the part replace under good will. Told them I don't care, just get the parts replaced so I can drive my car again. I'm fortunate that I have my Cooper-S to use for my daily requirement. I think you could still remember the problem I face in getting my Cooper-S 3 months ago. My plan to get E60 530i R6 is now on hold although I have paid them the deposit for it. I'll asked them to return it in the next few days if possible. Otherwise, forget it.2. Your staff is unprofessional in their conduct. I was promised theworks will take 2 days but now going to be 4 days or by next week. I understand some problem is unforeseen as the clutch pump need to be orderd but why when I send the car on the 3 August 2005 morning why nothing was done till the next day. If they have dismantle it earlier then the parts can be ordered earlier and the time the car in the workshop will also be reduce.I don't know whether I will get any reply from you but hopefully something can be done. BMW is my my dream car come through but I hope in the end it will not be my nightmare car.Thanks you for reading. My view is that a lot still needs to be done to improve the service given by your dealer. I do not know why my encounter with BMW has been unpleasant since my first car, e46 328i followed by Cooper-S and now my SMG.TIA-Zul-Reply from BMW Malaysia:Subject: Ref#06_08-05 (XXX XX - 325i) Date: Fri, 5 Aug 2005 18:45:59 +0800 From: XXXXX.XXX-XXXXX@bmw.com.myTo: XXXXXXX@YAHOO.COM CC: XXXXXXX.XXXXXX@XXXXXXXX.com.my, XXXXXX.XXX@bmw.com.my Dear Dr ZulThank you for your email dated 5 August 2005 with regards to the abovematter.Certainly we were very concerned to read of the experiences you haveencountered with your BMW and MINI as mentioned in your correspondence. We can appreciate the inconvenience caused by the series of events that you have encountered. However, the transmission systems on your vehicle do not have a fixed life span. Various driving and road conditions together with external environmental factors could contribute to the issues you have been experiencing. Please be assured that we certainly want to spare our customers suchexperiences and always strive to bring the level of service and accuracy of work for all our dealers to the highest standard. Nevertheless, due to human involvement there is always a slight possibility that suchoccurrences may happen and these are circumstances, which weunfortunately cannot fully prevent. However, your feedback and commentwill be conveyed to the respective management for their appropriateaction and future improvement.We note that our dealer, XXXXX XXX XXXXXX has also been involvedextensively and has corresponded with you to resolve this matter.Nevertheless, we trust that we can regain your confidence dealershipservice quality and wish you trouble free driving enjoyment with yourBMW and MINI.Thank you for your time providing us your feedback and comments whichare greatly appreciated. Regards,BMW Malaysia Sdn BhdXXX XXXXX, XXXXXTechnical Customer Support Executive3501, Jalan Teknokrat 563000 CyberjayaSelangor Darul EhsanTel GL : + (6)-03-XXXX XXXXTel DL : + (6)-03-XXXX XXXXFax : + (6)-03-8887 3821www.bmw.com.myMy Second email
ate: Sat, 6 Aug 2005 05:05:04 +0100 (BST) From: XXXXXXX@yahoo.comSubject: Re: Ref#06_08-05 (XXX XX - 325i) To: XXXXX.XXX-XXXXX@bmw.com.my Dear Mr xxxxx, Really appreciate your respond. Agreed that not all have fixed life span including human being. As I said it is the way the problem was handled that I'm not satisfied. This is not inclusive of problem I faced few months earlier when they change my rear brake pad. While driving the car I felt sudden vibration at the wheel like the nut is loose and the wheel going to come out. Have to send it back to them to rectify it. My personal feel as I said earlier is they need to be retrain. Thanks again. -Zul-My 3rd emailate: Sat, 6 Aug 2005 15:31:25 +0100 (BST) From: XXXXXXX@yahoo.com Subject: Re: Ref#06_08-05 (XXX XX - 325i) To: XXXXX.XXX-XXXXX@bmw.com.my CC: XXXXXXX.XXXXXX@XXXXXXXX.com.my, XXXXX.XXX@bmw.com.my Dear Mr XXXXX, I've replied earlier to you but let me update you on the latest outcome just to show how unprofesional the dealer are. I was inform on the Friday (5 August 2005) morning the the parts have arrived. On the way home on that afternoon at around 1630 hrs I drop by at the dealer to find out when I can come to collect my car. Was told by Mr XXXXXXX himself that I can come and collect the car on Saturday (6 August 2005) at 1700 hrs. I received a call at around 1523hrs (today, 6 August 2005) telling me I cannot collect my car. I have to wait till Monday, 8 August 2005. The reason given to me was even though the car is ready but there is no senior mechanic to test the car before I can collect it. Both Mr XXXXXXX and Mr YY YYY is not around. So you see just because nobody is around I can't collect my car. Why make promises when you cannot fulfill it and when you won't be around? I don't know why things keep happening to me. May be for them I'm just an unimportant customer. For me I'm very particular whenever it come for promises. May be thats the way I handle it because my religion tought me not to take promise lightly and don't make any promises if you're not sure you can fullfil it, and also because my profession demands it. Your earlier email has been good to give me reassurance of the improvement in the service to come but now I am really not happy and angry. At the moment I've decided to keep this car instead of changing to E60 530i. You may have a good car but buying car also means buying the service and don't forget that a lousy unprofessional service leads to unhappy customer. Unhappy customer will not buy your car anymore will not recommend his friend to buy the car as well. For now I'll wait and enjoy the car as much as possible before changing to Mercedes, most likely Brabus Edition. Good bye BMW, Welcome Mercedes. Thank you.-Zul-On the 8 August 2005 at around 10.30 am the Manager and The Senior Mechanic, Mr XXXXXXX came to my office. They informed me that the car has another problem and they have to dismantle it again. It can only put on 1st gear only. This time I ask them again when the car can be ready but they dare not to promise me when. So, I told them to inform me to collect the car only when it is ready.No news after that and with the frustration I have I also decided not to check on the car till on Saturday, 13 August 2005 at around 1300 hrs. Went to the workshop and saw Mr YY YYY working with the computer on the car. Told that he is programming the new control unit. I came back later at around 1500 hrs and collect the car.
ate: Sat, 6 Aug 2005 05:05:04 +0100 (BST) From: XXXXXXX@yahoo.comSubject: Re: Ref#06_08-05 (XXX XX - 325i) To: XXXXX.XXX-XXXXX@bmw.com.my Dear Mr xxxxx, Really appreciate your respond. Agreed that not all have fixed life span including human being. As I said it is the way the problem was handled that I'm not satisfied. This is not inclusive of problem I faced few months earlier when they change my rear brake pad. While driving the car I felt sudden vibration at the wheel like the nut is loose and the wheel going to come out. Have to send it back to them to rectify it. My personal feel as I said earlier is they need to be retrain. Thanks again. -Zul-My 3rd emailate: Sat, 6 Aug 2005 15:31:25 +0100 (BST) From: XXXXXXX@yahoo.com Subject: Re: Ref#06_08-05 (XXX XX - 325i) To: XXXXX.XXX-XXXXX@bmw.com.my CC: XXXXXXX.XXXXXX@XXXXXXXX.com.my, XXXXX.XXX@bmw.com.my Dear Mr XXXXX, I've replied earlier to you but let me update you on the latest outcome just to show how unprofesional the dealer are. I was inform on the Friday (5 August 2005) morning the the parts have arrived. On the way home on that afternoon at around 1630 hrs I drop by at the dealer to find out when I can come to collect my car. Was told by Mr XXXXXXX himself that I can come and collect the car on Saturday (6 August 2005) at 1700 hrs. I received a call at around 1523hrs (today, 6 August 2005) telling me I cannot collect my car. I have to wait till Monday, 8 August 2005. The reason given to me was even though the car is ready but there is no senior mechanic to test the car before I can collect it. Both Mr XXXXXXX and Mr YY YYY is not around. So you see just because nobody is around I can't collect my car. Why make promises when you cannot fulfill it and when you won't be around? I don't know why things keep happening to me. May be for them I'm just an unimportant customer. For me I'm very particular whenever it come for promises. May be thats the way I handle it because my religion tought me not to take promise lightly and don't make any promises if you're not sure you can fullfil it, and also because my profession demands it. Your earlier email has been good to give me reassurance of the improvement in the service to come but now I am really not happy and angry. At the moment I've decided to keep this car instead of changing to E60 530i. You may have a good car but buying car also means buying the service and don't forget that a lousy unprofessional service leads to unhappy customer. Unhappy customer will not buy your car anymore will not recommend his friend to buy the car as well. For now I'll wait and enjoy the car as much as possible before changing to Mercedes, most likely Brabus Edition. Good bye BMW, Welcome Mercedes. Thank you.-Zul-On the 8 August 2005 at around 10.30 am the Manager and The Senior Mechanic, Mr XXXXXXX came to my office. They informed me that the car has another problem and they have to dismantle it again. It can only put on 1st gear only. This time I ask them again when the car can be ready but they dare not to promise me when. So, I told them to inform me to collect the car only when it is ready.No news after that and with the frustration I have I also decided not to check on the car till on Saturday, 13 August 2005 at around 1300 hrs. Went to the workshop and saw Mr YY YYY working with the computer on the car. Told that he is programming the new control unit. I came back later at around 1500 hrs and collect the car.
