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      12-05-2012, 11:46 AM   #1
krispykreme
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Update on my M5 case with BMW

As some of you may have seen my previous post on my re-delivery issues with my M5. I would like to give an update a month later.

1. My M5 had a little chip and ripple on the rear bumper insert during ED.

2. My M5 was subsequently damaged in VDC. Per BMW manifest the rear bumper were peeled off and detached from the car.

3. My car was held for over two weeks at VDC with BMW telling me a different story every other day. BMW was not willing to tell me my car was wrecked at their possession. Only after repeated calls and escalation before I was able to obtain a manifest.

4. I took re-delivery of my car on 11/12. The car still had original damage on the rear bumper insert.

5. As of today 12/5, despite BMW NA repeated promise to get my car fixed in timely manner. I still don't have a date on when my car will be fixed.

This is my 3rd M5. I am to a point that I don't want to deal with my damaged car anymore. This is going to be my last BMW.

I am jumping the ship to Audi and hope it will turn out better. Despite I don't like how A7 body looks, I am going to place a deposit on 2014 RS7.

I gave every oppourtunity for BMW to be honest with me and take care of my problem. But all I got is constant lies. I am through in dealing with BMW.
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      12-05-2012, 12:31 PM   #2
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How is this not a clean cut scenario?

1. Car is delivered with a cosmetic defect
2. Service orders a replacement part
3. Car is fixed

I had a small scratch on my interior trim when the car arrived. Told dealer. They fixed. Whole thing took 3 weeks.

Would I be pissed if my car was damaged in transit and took longer than I'd hoped? Sure, but stating that BMW won't make it right? Doesn't make sense.

Your story must be missing some critical information.
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      12-05-2012, 01:09 PM   #3
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I wish it was missing some critical information.

The repair order was authorized by BMW on 11/13/12. But BMW has not been able to tell me which body shop to take it to.

I asked BMW on 11/13/12 when repair order was authorized to have the car repaired handled through BMW Mountain view instead of Weatherford BMW as Weatherford is about 60-90 minutes away from my house (pending traffic).

BMW did nothing, it was my dealer actually helped out and reached out to BMW MV to get it repaired.

BMW MV agreed to take over the repair and asked me bring the car in for damage inspection. BMW MV finally had time to look it over on 11/26 and told me that parts would be ordered and will fit me as soon as possible.

On 11/28, Melissa Piccinich from BMW called me and asked what she can do to help to get issues resolved. I told her that I am leaving on business trip on 12/7 and will not be returning until after new year. I told her that i really wanted to get this thing done before i leave on my trip. She told me she will have her colleague in west coast resolve this issue ASAP.

On 11/29 i got a call back from BMW. I was in meeting and did not pickup. The voice mail only asked me to call back but did not give me any extension. So i have no idea who i should talk to.

BMW has not contacted me since 11/29. I don't understand why i need to constantly call BMW to get thing fixed. Isn't it BMW's responsibility to arrange for a body shop and give the date when my car can be fixed? I really don't know why I need to constantly reminding BMW to fix my car.

BMW MV also had not called me back on body shop schedule since the inspection on 11/26.
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      12-05-2012, 01:18 PM   #4
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I agree this sounds pretty poor. However I do wonder why you have not found a way to get in touch with Melissa. She was stupid not to leave her direct dial on the vmail. I know Donna (My corporate rep) did leave her number and she was superb in resolving my issue. If it was something I cared about, I would get in control of the situation. You seem to be waiting for phoen to ring.

I wouldn't expect Audi to be any better in exceptions management.

If you want a reliable HQ support team from an auto manufacturer - there is only one: Lexus. Unfortunately they only have one performance car and it is a $300k 2 seater.
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      12-05-2012, 01:18 PM   #5
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have your service director be your advocate and have him contact the regional rep and talk to BMW on your behalf. It's the fastest way to get things done. Sorry to hear about the issues you are experiencing. THey should just be ordering you a new bumper.
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      12-05-2012, 01:24 PM   #6
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I agree this sounds pretty poor. However I do wonder why you have not found a way to get in touch with Melissa. She was stupid not to leave her direct dial on the vmail.
She was not responsible after passing me off to west coast rep. According to Melissa it is her west coast team's responsibility to get this resolved.

I called her this morning and send her an email last night. So far no response. I was trying to be patient and not harassing her.
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      12-05-2012, 01:27 PM   #7
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have your service director be your advocate and have him contact the regional rep and talk to BMW on your behalf. It's the fastest way to get things done. Sorry to hear about the issues you are experiencing. THey should just be ordering you a new bumper.
VDC actually damaged my entire rear bumper assembly. The rear bumper assembly was replaced at VDC, except BMW decided to re-use the bumper insert. It was the rear bumper insert that was damaged during ED.

It's bumper piece right above the exhaust.
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      12-05-2012, 04:53 PM   #8
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Its almost end of the day in NJ. I was told that I would get a formal response back from BMW by close of business today.

Still no call. I am very very disappointed.

Guess I will have to follow thru with lemon law suit now. I really really failed to understand why BMW failed so miserably.

Then again, this is not the first time that BMW made promise and not live up to it.

RS7 here I come
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      12-05-2012, 05:09 PM   #9
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Originally Posted by krispykreme View Post
Its almost end of the day in NJ. I was told that I would get a formal response back from BMW by close of business today.

Still no call. I am very very disappointed.

Guess I will have to follow thru with lemon law suit now. I really really failed to understand why BMW failed so miserably.

Then again, this is not the first time that BMW made promise and not live up to it.

RS7 here I come
Sorry to hear about those problems...I must say if I was put in that position I would probably react the same way. Luckily, everything went smoothly with my delivery other than it taking forever...Ordered it on August 10th and took delivery Nov 28th. Car build date was 10-26-2012.
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      12-05-2012, 05:39 PM   #10
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Originally Posted by krispykreme
Its almost end of the day in NJ. I was told that I would get a formal response back from BMW by close of business today.

Still no call. I am very very disappointed.

Guess I will have to follow thru with lemon law suit now. I really really failed to understand why BMW failed so miserably.

Then again, this is not the first time that BMW made promise and not live up to it.

RS7 here I come
Krispy,

Sorry to hear about this man. I can't believe u still don't have ur car back? How many days has it been since drop off in Europe? I wish I had been more attentive to ur posts, I could have been able to help u out. I was in contact with an amazing lady from BMW NA Customer Relations named Tina. Not only did she get me my car back within a week of initial contact with her, but I've already gotten my BMW 1 day ///M school voucher in the mail and also the monetary compensation that I asked for.

Well, I'll tell u what though, they just released the details for the RS6 and RS6 Avante and it looks interesting. I think the RS7 is going to be very cool though.

Hope that u have better luck with the RS7 and I hope that we get to race one day.
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      12-05-2012, 06:23 PM   #11
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Can you seriously execute the lemon law for a dinged rear diffuser? Sounds implausible to me.

Hope you get it worked out man. Seems a silly reason to dump such an epic car.
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      12-05-2012, 06:59 PM   #12
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Krispy,

Sorry to hear about this man. I can't believe u still don't have ur car back? How many days has it been since drop off in Europe? I wish I had been more attentive to ur posts, I could have been able to help u out. I was in contact with an amazing lady from BMW NA Customer Relations named Tina. Not only did she get me my car back within a week of initial contact with her, but I've already gotten my BMW 1 day ///M school voucher in the mail and also the monetary compensation that I asked for.

Well, I'll tell u what though, they just released the details for the RS6 and RS6 Avante and it looks interesting. I think the RS7 is going to be very cool though.

Hope that u have better luck with the RS7 and I hope that we get to race one day.
I got my car back on 11/12. But it has the same damage that was noted during my ED dropoff.

Simone- the ED specialist tried to blame my dealer for the damage initially. She swore that the entire rear bumper was replaced and send me the vehicle manifest (which showed rear bumper was replaced at VDC- the condition of the rear bumper cover was noted "peeled and detached from the car".

I had to send her picture that I took when i drop off the car at frankfurt, showing the rear bumper was in pristine except for that small dent on the diffuser. She then changed her tone and apologized.

Since 11/13, i have been waiting patiently to get that diffuser fixed. They did nothing. The only thing they did is make promise and failed to deliver.

Melissa was suppose to call me back today. She never did and has left for the day.

I did not ask for M-school nor any compensation for damaging my car or the oil pump fiasco. All i wanted is simply get my car fixed correctly without too much hassle for me.

I just talked to the lawyer. I am going to try have BMW buy the car back under lemon law. It has been 30 days since the original repair at VDC. I still have a damaged diffuser and a car that has its rear bumper replaced because some idiot at VDC backed my car into something.

To Rob-

I agree its a small thing. But the entire episode by BMW was just not right. Its a brand new car with a minor diffuser problem (which i am not even sure if it was hit in europe).

I have to live with a car that was in a wreck (at VDC) and a dent diffuser?

Would you be happy if you found out that your car were wrecked at VDC and BMW still have not fixed your car after almost a full month?

I never asked for anything until today.

My request is simple-

1. Replace my car under lemon law- I simply don't want to deal with this car any more.
2. Give me a equivalent loaner until the new car arrives.

I have been really forgiving to BMW. Not anymore.
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      12-05-2012, 07:05 PM   #13
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it will not qualify for lemon law. I doubt BMW will initiate a buyback either. You haven't met any of the criteria for lemon law. If you really wanted to initiate lemon law, you would have to drop your car off at the dealer and let the clock start ticking for the 30 days and refuse to pick it up until the fix it to satisfy even the 1st california lemon guidelines.
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      12-05-2012, 07:13 PM   #14
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it will not qualify for lemon law. I doubt BMW will initiate a buyback either. You haven't met any of the criteria for lemon law. If you really wanted to initiate lemon law, you would have to drop your car off at the dealer and let the clock start ticking for the 30 days and refuse to pick it up until the fix it to satisfy even the 1st california lemon guidelines.
So what is my options now? Small claim court? I can drop off my car at my dealer tomorrow. Since i am not back until new year. They can deal with the problem?

I am just so sick and tired of dealing with this.
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      12-05-2012, 08:06 PM   #15
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It would be sad to jump ship, especially after 3 M5s.
I went through less then 30 bimmers; X6M, multiple M3s, M5, 640GC, 330, 135. Each had it's own little dints & that.

The most recent incident where my 2013 M5 frozen white went into limp mood the day after I took delivery, brought the vehicle back in to the dealer on a flatbed. In the process of testing it, the service tech racked up 60+ miles, along the way, dints & paint chipped areas on the front bumper. It's been two months now, I am still waiting for the dealer to repair them; dints & paint chipped areas on the front bumper. I also escalated the matter to BMW NA. It's a work-in-progress, slowly, but surely.

BMW NA's U S corporate office is in NJ, 2 hours ahead of us. Plus, with the recent Sandy, from what I understand, they were without heat, at times electricity, or Internet access for days at a time.

Yes, it is unacceptable the damage on your bumper, thus, it is repairable, correct? Is it so detriment that you want to litigate this?

Just my two cents on this.

Wish you best of luck & hope you will stay with your M5.
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      12-05-2012, 08:16 PM   #16
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It would be sad to jump ship, especially after 3 M5s.
I went through less then 30 bimmers; X6M, multiple M3s, M5, 640GC, 330, 135. Each had it's own little dints & that.

The most recent incident where my 2013 M5 frozen white went into limp mood the day after I took delivery, brought the vehicle back in to the dealer on a flatbed. In the process of testing it, the service tech racked up 60+ miles, along the way, dints & paint chipped areas on the front bumper. It's been two months now, I am still waiting for the dealer to repair them; dints & paint chipped areas on the front bumper. I also escalated the matter to BMW NA. It's a work-in-progress, slowly, but surely.

BMW NA's U S corporate office is in NJ, 2 hours ahead of us. Plus, with the recent Sandy, from what I understand, they were without heat, at times electricity, or Internet access for days at a time.

Yes, it is unacceptable the damage on your bumper, thus, it is repairable, correct? Is it so detriment that you want to litigate this?

Just my two cents on this.

Wish you best of luck & hope you will stay with your M5.
I can understand all of the issues. Even when BMW NA damaged my car at VDC, I never asked for any compensation. None what so ever.

Stuff happens. While I like to complain, i really wasn't expecting anything. I just wanted the car to be fixed.

But BMW just keep on bluffing me. You are from taiwan- you know what kimochi means - It's already bad luck for new car to be involved in an accident (which i had no part of). On top of that its not even fixed.

I feel bad in your case too. Hope your issues gets cleared soon.
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      12-05-2012, 08:18 PM   #17
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Update:

Just minutes after I posted here, Shelly BMW's general manager Steve Rudkin replied to my email about my 2013 M5. They'll repair the dints, throw in a clear bra, plus some comp(that I cannot disclosed under NDA).

The bottom line is, BMW will always come throw.

Talke to your dealer, if need to escalate to the GM at the dealer.

Or you can always try my dealer, Shelly BMW, I've been going there for 13+ years. There've been ups & downs, thus, at the end, they always take care of me right long side BMW NA.

Best of luck.
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      12-05-2012, 08:22 PM   #18
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I can understand all of the issues. Even when BMW NA damaged my car at VDC, I never asked for any compensation. None what so ever.

Stuff happens. While I like to complain, i really wasn't expecting anything. I just wanted the car to be fixed.

But BMW just keep on bluffing me. You are from taiwan- you know what kimochi means - It's already bad luck for new car to be involved in an accident (which i had no part of). On top of that its not even fixed.

I feel bad in your case too. Hope your issues gets cleared soon.
Yes, I know; kimochi.
I know Fremont is far from where I am; southern California. Thus, if you like, I can connect you with Yiwen Ting, my cousin, Shelly's sales manager, and his boss, Steve Rudkin, Shelly BMW's GM, as well as my bmw na person. I've gone through way too many BMWs and its associated problems here and there, now I have my own bmw na go-to-person =) .

Let me know if I can help and I'll PM you my contact at BMW NA corporate.

Again, best of luck.
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      12-05-2012, 10:10 PM   #19
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So what is my options now? Small claim court? I can drop off my car at my dealer tomorrow. Since i am not back until new year. They can deal with the problem?

I am just so sick and tired of dealing with this.
You are just looking for a repair right? You can go complain to BBB or Bureau of Automotive Repair but since there is no cooling off period and especially because you did ED, you are at their mercy. You can threaten to sue them but not under lemon law but do you really want to litigate? It will cost you because it won't be a contingency case.
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      12-06-2012, 02:30 AM   #20
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Originally Posted by krispykreme View Post
So what is my options now? Small claim court? I can drop off my car at my dealer tomorrow. Since i am not back until new year. They can deal with the problem?

I am just so sick and tired of dealing with this.
You are just looking for a repair right? You can go complain to BBB or Bureau of Automotive Repair but since there is no cooling off period and especially because you did ED, you are at their mercy. You can threaten to sue them but not under lemon law but do you really want to litigate? It will cost you because it won't be a contingency case.
Actually, I don't want this particular car anymore. That ship has sailed and i no longer want to deal with this car.

I want BMW to buy back and replace.

For Taiwanese it's very bad luck to buy a wrecked new car. I was willing to overlook everything. But this particular car has brought me too much headache.

I won't feel comfortable with this car anymore. It will always remind me that this car was wrecked by BMW. How BMW tried to ping this on me and my dealer, how BMW bluffed me for almost a month.

I just want out of this car immediately.
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      12-06-2012, 07:56 AM   #21
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Actually, I don't want this particular car anymore. That ship has sailed and i no longer want to deal with this car.

I want BMW to buy back and replace.

For Taiwanese it's very bad luck to buy a wrecked new car. I was willing to overlook everything. But this particular car has brought me too much headache.

I won't feel comfortable with this car anymore. It will always remind me that this car was wrecked by BMW. How BMW tried to ping this on me and my dealer, how BMW bluffed me for almost a month.

I just want out of this car immediately.
If they end up repairing the vehicle, I don't see them buying it back from you. If you really want to get rid of the vehicle, you might be better off just trying to get someone to take over payments. I don't think you would win a case in court over this even though I realize that the customer service you experienced was extremely poor. Also, whatever you do, do not bring it to the dealership and just leaving it. I had a good friend of mine do the same thing with a 370Z he purchased and had transmission problems from Day 1. They ended up calling it a repossession and he's still facing the consequences.
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      12-06-2012, 10:54 AM   #22
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Go to the worse part of the town, leave your car there with the key inside & engine running.......
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