Steering wheel buzzing noise - BMW cannot fix even though full warranty on the car?

[Oompah]

Hi all,


First post on m5 level and straight away with a problem.

I bought a 16 reg m5 from Specialist Cars Stevenage back in December and ever since then I had nothing but problems with the car.

Ignoring a horrendous customer service from Stevenage BMW, for over 5 months now I have been battling with a steering wheel noise on concrete surfaces (half of m25 for example). Each time I hit certain frequency the steering wheel starts to vibrate and produces this really annoying buzzing noise.

The car has lane departure function, so BMW diagnosed the issue as lane departure engine inside of the steering wheel.
Back in January the engine was replaced under warranty but this didn't make any difference at all.
Two weeks ago I called BMW assist and had the car recovered, as the next available appointment for a warranty repair was given to me for... end of May!
Two weeks later, today, I received a call from BMW that they have tried to fix the issue but they simply cannot. They apparently modified the engine slightly, so the buzzing noise isn't as pronounced but its still there and but modifying the vibration engine, they made it less efficient for the lane departure functionality.

Bottom line, after 5 months of owning the car and multiple visits to BMW service, the issue cannot be addressed. I was told there is nothing they can do and that this is essentially "part of the car's charm - it makes buzzing noise on uneven surfaces". Just to clarify, these "charming buzzing noises" are loud enough to stop me from taking calls in the car.
I was told to contact BMW customer services, which I did. They told me that if technicians cannot help, they cannot help either and there is nothing I can do, even though the car is under warranty. Personally I find it simply unacceptable. The car costed me 40k, is under warranty but the issue cannot be addressed?
Spoke to BMW FS, as the car is on finance, they don't really know what to do with this either.

As you can imagine, I am not a very happy bunny now. I have a car that developed a fault and BMW is washing their hands off because they cannot fix it.

I am due to collect the car today but I am wondering if there is anything that you guys can suggest for me to do in this situation. Can i actually refuse to collect the car if the issue hasn't been solved even though the car is under warranty?

Any ideas, comments? Thanks in advance for any input.

[OneExtra]

Can you not reject the car?

Have you taken it to another Dealer. I also have this option and have never noticed any noises except when it does its job.

Sounds like BS to me about part of the cars charm

I would go back to BMW UK and advise you are taking legal action if the car isn't resolved

[Oompah]

Originally Posted by OneExtra

Can you not reject the car?

Have you taken it to another Dealer. I also have this option and have never noticed any noises except when it does its job.

Sounds like BS to me about part of the cars charm

I would go back to BMW UK and advise you are taking legal action if the car isn't resolved

I am sat at BMW Reading as I type this, waiting for the service manager to meet me.
This is second dealer (after shocking experience with Specialist Cars in Stevenage - I will never buy anything from them again or use their service department) that is looking into solving this issue, unsuccessfully.
BMW customer services told me that there is nothing they can do if authorized dealer failed to repair the fault. *mind blown! Granted, most of the people answering phones at BMW customer services lines couldn't distinguish turbo charger from phone charger, so my expectations here are low anyway.
I am due to have a conversation with escalation team of Financial Services this afternoon but I can already predict what will be said.

I struggle to understand that, keeping in mind i have a full warranty, authorized BMW dealer can just say: we cannot fix it, nothing we can do here. Why bother buying warranty to begin with?

[OneExtra]

Originally Posted by thelowkick

I am sat at BMW Reading as I type this, waiting for the service manager to meet me.
This is second dealer (after shocking experience with Specialist Cars in Stevenage - I will never buy anything from them again or use their service department) that is looking into solving this issue, unsuccessfully.
BMW customer services told me that there is nothing they can do if authorized dealer failed to repair the fault. *mind blown! Granted, most of the people answering phones at BMW customer services lines couldn't distinguish turbo charger from phone charger, so my expectations here are low anyway.
I am due to have a conversation with escalation team of Financial Services this afternoon but I can already predict what will be said.

I struggle to understand that, keeping in mind i have a full warranty, authorized BMW dealer can just say: we cannot fix it, nothing we can do here. Why bother buying warranty to begin with?

It may be worth making sure that a BMW Master Tech looks at the car as they tend to know more than the regular mechanics.

I think you really need to fight hard and escalate as much as possible as its not good enough.

Try and get the Service Manager on-side also as he can help cut through with BMW UK

[Blaxwil]

Originally Posted by OneExtra

It may be worth making sure that a BMW Master Tech looks at the car as they tend to know more than the regular mechanics.

I think you really need to fight hard and escalate as much as possible as its not good enough.

Try and get the Service Manager on-side also as he can help cut through with BMW UK

I thought there was a Service Bulletin on this matter?

[Oompah]

Originally Posted by OneExtra

It may be worth making sure that a BMW Master Tech looks at the car as they tend to know more than the regular mechanics.

I think you really need to fight hard and escalate as much as possible as its not good enough.

Try and get the Service Manager on-side also as he can help cut through with BMW UK

In all fairness Adam, technician at Reading BMW is trying pretty hard. Without success yet but the is trying to help - something that BMW CS and Specialist Cars Stevenage didn't even attempt.
Next step: new steering wheel, lets see...

[Effy]

I thought it would be a matter of just replacing parts until the issue is sorted?

[Oompah]

Originally Posted by Effy

I thought it would be a matter of just replacing parts until the issue is sorted?

That's what I thought. Sadly, it seems to be a design flaw. Vibration motor seem to be the problem, as a brand new motor makes this noise in any car and any steering wheel checked so far.
I am still waiting for feedback after a brand new motor is fitted to a brand new steering wheel. Fingers crossed they will find a solution at some point, as we are running our of options.

I was even thinking of looking into installation of the upgraded performance steering wheel but I haven't had a chance to research it with regards to lane assist/ vibration motor placement.

[drbru]

mate, drop me a message on Tues next week at bruneleiliazadeh1@googlemail.com

Ive got the contact details of BMW head of claims and may be worth speaking to him