Another long wait :(

[LMW90]

So after the long long wait my 40d M sport was delivered to dealer on 14th of September we discovered it had arrived with wrong alloys on  :wall:

Was told the alloys could be ordered at a 4k cost to us (even though they were a £1200 extra cost when ordering the car). We disputed this and it has now been on going for the past week and a bit. Now no one wants to admit they are in the wrong so they have decided the only way to solve the issue is to completely re-order the car!  >:(

Paper work shows that the original order the alloys we wanted were not ordered as part of the cars options build but in the other items section, so the car was not to arrive with the alloys on but they would follow and be fitted.. Car arrived with standard 19" alloys in silver and no alloys followed.

What a complete nightmare!!

The customer service has been somewhat shocking! Some of the staff could do with a course in customer service!

New one expected W/C 14th November! Here's to another 6 weeks of tracking!  ::) 

[MarkG_M3CP]

That is madness!

Can you not go to another dealership now and negotiate again? Or find a stock car??

How frustrating.

[BMPHIL]

LMW90

Did you get a screenshot or copy of the order showing all of the additions? i.e the order that BMW in Spartenburg work to

If you did and it's all listed I would get very 'direct' with them

Phil

[sid10]

Hi why not just take the car with the 19" and use while waiting for the 20" as it is BMWS fault just keep the 19" wheels as part of the deal?

[X5Sport]

If it's a Dealer error, then the Dealer should provide!  Shocking way to treat you!

[LMW90]

[quote="X5Sport"]
If it's a Dealer error, then the Dealer should provide!  Shocking way to treat you!
[/quote][quote="sid10"]
Hi why not just take the car with the 19" and use while waiting for the 20" as it is BMWS fault just keep the 19" wheels as part of the deal?
[/quote]

They want to sell the one we should have had as brand new as it is so using that is out of the question..

Loan car apparently can't be delivered till late next week. They are acting as if they only have one loan car in the whole of the BMW network. 

The error was with who put the order through and ordering the alloys in the wrong part of the order form.  :bangin: But as there were 2 different branches involved with the order due to the alloys they are both disputing and neither want to pay the 4k for the alloys and tyres.

The customer service has been an absolute disgrace! I have been passed from person to person  whilst trying to get it sorted. It doesn't leave me with much hope for the next one to come correct but have to have some level of positive to get me through the wait again  :wall:

[mogsyman]

Wow.....what a shame and a perfect opportunity for BMW to exceed expectations with their customer service!

I would be having a word with the dealer principle tomorrow am and making clear you would like a loan car now and it can only be an X5.

BMW GB will arrange this as a matter of course and within a day or two. When I had issues with my M5 three years ago, I got another M5 until mine was fixed.

Many, many years ago I had a brand new 323i that had a minor paint fault. Having spoken to BMW customer service in Bracknell they agreed to swap it that afternoon and I ran that car for 6 months until my new one arrived. I simply swapped it at the dealer once the new one was ready.

It's a real shame and so disappointing, however I'd like to think your issues are localised and not representative of BMW on the whole.

[graemeX5]

Hi sorry to the hear the difficulties you've had.

When I had problems I wrote a polite but clear letter to the CEO of BMW uk and it seemed to help get it resolve a bit quicker especially as I guess he doesn't get too many recorded delivery letters. Even if he doesn't reply directly it usually gets things moving in the right direction. 

The current post holder is
Graeme Grieve and the address is
Company Secretary, Summit One, Summit Avenue, Farnborough, Hampshire, GU14 0FBM

He even has an email see link and search BMW uk
http://www.ceoemail.com/

Hope that helps
Graeme

[LMW90]

YIPPEE!!!!  :yell: :yell:

  Take 2 and the car has arrived at dealer this afternoon.. Hopefully I won't have to wait long for a handover and the spec is correct this time around!!  :drive:

[graemeX5]

Fingers crossed for you and look forward to the pics

Graeme

[sak83]

congrats, look forward to the pictures