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The standard 3 year warranty ran out on my car a couple of weeks back. Prior to that the car was booked in for an end of warranty check to look at a couple of issues. First one was a very creaky sun visor (that has already been replaced twice before!) and a nasty exhaust rattle on cold start.
The visor was refitted rather than replacing and the attempted fix on the exhaust was a software update to do with the cold start valve system. I did enquire at the time what happens if the problems persist after the warranty runs out as it only had a month or so on it. They said it would be fine as I’d raised both issues inside the warranty period.
Fast forward to last week and I booked the car in at the dealer as both issues returned. I picked the car up and they agreed on both issues but need to apply to bmw for a goodwill claim and warned me I may have to pay a % of parts and labour.
I’m pissed off that they didn’t replace the bloody sun visor before I picked it up. It’s like a creaky old door in a haunted house every time I use it! But the exhaust really takes the biscuit.. funny how a software update was appropriate when they were paying but suddenly now I may have to pay it needs a whole new back box.
Anyone have experience of issues that span the end of warranty like this and what I can expect. Car only has 28,000 miles on it and serviced/MOTd on time exclusively at the same dealer I got it from.
Any insights, experience, pointers for negotiation would be much appreciated.
Cheers
Hi
Not quite the same but I had an issue with Mini where a radiator mount failed one months out of warranty due to corrosion.
BMW said I would have to pay as it was out if warranty but I kicked off and said it was “failing” for some time prior to the end of warranty and therefore should be covered.
At first they said they would cover the labour but I had to pay for the parts so I did this under protest so that I got the car back.
I then wrote to BMW customer services to complain and cited the sale of goods act or something similar and said it wasn’t fit for purpose on a car that only had 18k miles and was serviced to manufacturers standards.
Upshot was that they totally refunded me very quickly.
Cheers
Steve
Thank you Steve, that’s really useful info. I plan on kicking right off myself should the news be that I’m paying anything more than £0.. it’s funny how the tone of the dealer completely changes post warranty period.. Not sure if it’s by design to get me signed up to a new deal!
3 years warranty is pitiful really.
I had a gearbox problem on a seat ibiza, went in for the dealer to look at four weeks before the warranty expired, lots of back and forthing about “we’ve changed this and its fixed it” and ten weeks later the dealer had changed two tyres, rebuilt the gearbox, then replaced the gearbox, driveshafts, dmf and clutch and an engine mount. I picked it up and was told there was over £5k to pay, at which point i went to hand them a “letter” from seat themselves stating as i took it in before it expired then it'd be covered on warranty. Luckily they didnt check the letter and took my word as it was a shopping list i happened to have in my pocket
Haha flipping heck Kevs! Can’t believe they expected you to just pay a £5,000 bill upon picking up the motor! Chancers.
Need to get myself a “letter”..
If you reported the issue before the end of the warranty then surely its covered under the warranty? the fact they failed to fix it properly the first time is their problem not yours
because you reported the issues before the end of the warranty, they should fix as if still under warranty. Don't take any crap from the dealer saying otherwise ,they're just trying it on.
Cheers both - the fact that they failed to fix it properly when under warranty is going to be basis of my argument. I'm expecting a call from them today so will be interesting to hear what the manufacturer come back with.
Yeh you still have the same issue as acknowledged before the warranty expired, so it's still under warranty for that issue..
Garage were meant to call me yesterday which they didn't (obviously). Called them today and before I'd even finished explaining what I was calling about the Claims/Warranty Manager (I assume) got really defensive and arsey about the fact that he'd just got back from a two week holiday, hadn't got to it yet and was drowning in paperwork. So they haven't even documented and sent the goodwill claim to the manufacturer for decision. Shitty customer service from the dealer. He said he'd get in touch with me "in a few days"... think I'll give him until end of Thursday before I start booting off proper and contact customer service.
Good job I picked the car up on Friday morning.. they said I could leave it with them until they get a decision! Jokers. I could probably remove, silicone lube and refit the sun visor myself but it's the bloody principal of the thing! Rant over.
If you live somewhere where there are other BMW dealers nearby then consider taking it elsewhere, as long you have the original claim/fault documented as being reported within the warranty period
That's a good shout Morts. I've got all the paperwork from the issue being reported, diagnosed and attempted fix within the warranty period. This is mine and my wife's only ever brand new car and I don't think we'll be doing it again in a hurry.. buy second hand, take the risk and sort it out ourselves will be the plan for any future car purchases.
I'd be getting in touch with BMW directly. And buy a Toyota next time.
So they haven’t even documented and sent the goodwill claim to the manufacturer for decision.
Why are you waiting? There's no goodwill decision to be made here. Phone back and speak to the Service Manager. He'll be "busy", so keep phoning back every 15mins
Alternatively phone Customer Services and be ultra nice to them to keep them on side, they'll hopefully do the Service Manager thing on your behalf
Thanks for the comments all.
Positive update: Dealer just called and said BMW approved the work to be carried out under warranty (new exhaust back box and new sun visor). Guess the Service Manager must have seen the error of his ways in taking out his post holiday blues on a customer simply asking for an update.. Shouldn't have had to argue the toss with them mind.
After looking on the forums, it seems the exhaust issue is really common (even on the newer M140) and to do with the butterfly flap/valve system. You'd think after 3+ years of production of the model they'd have sorted it out but at least they've acknowledged it's an issue.
Toyota next time... new Supra looks canny.
If the dealer does work for customer they make a margin on parts and charge their standard labour rates.
For warranty work theres no margin on parts and a reduced labour rate.
So of course the will try it on!