Security recall

ex540d · Post by **ex540d** » Thu Jul 02, 2015 10:29 pm

I took the 20" wifes wheels to be replaced last week at Bmw and they put the key into a device which came up on the Service Advisors computer that it needs a Security Software Update and it will need to be re booked in because it is an all day of a job to update it.
I bought the X5 40d 60 Plate from Bmw in November 2014 and already there is new software available for it, it isn't an issue, but i will have to get it booked in soon.

bubbabear · Post by **bubbabear** » Fri Jul 03, 2015 7:10 am

if software update was due since may then its really poor customer service...i heard about the update on this forum otherwise the dealer may have noticed when my car goes in for a service in 2 yrs time.

Why dont bmw write or email to owners of all affected cars? And i would refuse to pay £10 for a loan car

bubbabear · Post by **bubbabear** » Fri Jul 03, 2015 1:55 pm

I have just been informed my loan car will cost £15 per day. I called bmw customer services who advised that the 'security enhancement' has been available since 2nd June 2015. My car spent 1 week at the main $tealer in June and they didn't notify me nor perform the software update. I was told this is not covered under warranty work since it is classified as an enhancement.

bmw customer service really sucks why spend all this money to be treated like this !!

bubbabear · Post by **bubbabear** » Fri Jul 03, 2015 1:56 pm

& bmw uk said software update take 2 hrs.

Mpower · Post by **Mpower** » Fri Jul 03, 2015 4:32 pm

[quote="bubbabear"]
I have just been informed my loan car will cost £15 per day. I called bmw customer services who advised that the 'security enhancement' has been available since 2nd June 2015. My car spent 1 week at the main $tealer in June and they didn't notify me nor perform the software update. I was told this is not covered under warranty work since it is classified as an enhancement.

bmw customer service really sucks why spend all this money to be treated like this !!
[/quote]

I can understand its not covered by warranty but surely the inconvienience of booking in your car out of no fault to owners and to be charged in my case £10 for the use of a courtesy car is a sure brand loyalty loser!

So if its an enhancement has anyone confirmed its free of charge?

Its becoming of a circus as to how long this software enhancement will take as some have mentioned upto 12hrs as in my case and others a considerably less time of 2hrs????

Lee

X5Sport · Post by **X5Sport** » Fri Jul 03, 2015 4:33 pm

Mine was.

bubbabear · Post by **bubbabear** » Fri Jul 03, 2015 6:41 pm

I called the garage back and told them that since they had my car for warranty work that took 6 days in the middle of june they should have enhanced the software then. They agreed so have waived the loan car cost, and when it goes in i will give them a list of fault codes from the diagnostic test i ran. at least the service manager was helpful

Mpower · Post by **Mpower** » Fri Jul 03, 2015 7:42 pm

[quote="bubbabear"]
I called the garage back and told them that since they had my car for warranty work that took 6 days in the middle of june they should have enhanced the software then. They agreed so have waived the loan car cost, and when it goes in i will give them a list of fault codes from the diagnostic test i ran. at least the service manager was helpful
[/quote]

Good result im gonna give the stealer another chance to waiver the £10 charge for loan car!

bubbabear · Post by **bubbabear** » Sat Jul 04, 2015 8:42 am

What do other prestige brands (MB, Audi, Lexus etc) do for customers when there are security enhancements?

Mpower · Post by **Mpower** » Sat Jul 04, 2015 11:18 am

[quote="bubbabear"]
What do other prestige brands (MB, Audi, Lexus etc) do for customers when there are security enhancements?
[/quote]

Probably the except Lexus,I've heard good customer service is their main goal in retaining customers shame I ain't in that category just yet to have a Lexus.

Past experience of MB was an absolute nightmare everything was blamed on the customer me for cockup in booking,warranty work and the worst was booking in a car for a warranty repair which was simply one hours work early in the morning while u wait and to be told the car will ready to pickup late afternoon!

X5Sport · Post by **X5Sport** » Sat Jul 04, 2015 2:49 pm

[quote="bubbabear"]
What do other prestige brands (MB, Audi, Lexus etc) do for customers when there are security enhancements?
[/quote]

Pretty much the same - do it at service time and keep Schtum, or feign ignorance! Prestige or not, they all play at it in the UK because they don't have to do it any other way. All of the rules are 'Codes of Practice' and have no teeth in reality. Being franchisees they are not under the full control of the UK HQ and as long as they meet their sales quotas no one cares. Shocking really. My Dealer in Cambridge has got much better in the last few years and that is down to the current dealer principal.

bubbabear · Post by **bubbabear** » Sat Jul 04, 2015 7:53 pm

I like the approach Specialized bicycle company took a few years ago to owners of carbon frame road bikes...issued recall and inspected front forks for manufacturing defects - returned item ok or replaced item FOC then gave each customer £150 voucher towards Specialized products

Mpower · Post by **Mpower** » Sat Jul 04, 2015 10:07 pm

Doubt that is ever going happen…not BMW no way!

Nine468 · Post by **Nine468** » Mon Jul 06, 2015 10:27 am

I was notified via email about my "enhancement" on the 22nd June.
Ive yet too book it in for the work...

pvr · Post by **pvr** » Mon Jul 06, 2015 10:32 am

Dropped the car off this morning. Between 2 and 6 hours so it seems and you will lose all your music stored on your HDD as well as any radio station presets.

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