I don’t usually post rants on forums, but I feel I must post regarding the poor level of service I have received from BMW Harrogate.
I took my car in for its MOT and to have it checked out prior to the warranty running out. I specifically asked them to check the roof, as it had marks on it and bulges and creases on the passenger side. I have been on the Z4 forums for a year or so and I know what a 3 year old roof should look like, and I do expect some marks, especially when it’s not clean. However, these are actual bulges (and are only on the passenger side).
My issues is two parts really, firstly the quality of the roof and secondly the fact that they have taken over 2 months now and they have still not resolved it.
On 5th April 2007 the engineer at BMW Harrogate looked at my roof and agreed that it had premature wear and tear and needed replacing. I saw the original report and discussed it with a member of the service desk. He also promised me the roof would be replaced. I took the car to them on 16th April as this was the earliest they had a slot.
I received a call from BMW Harrogate on 19th April stating that BMW had not agreed this work, as they believe it is a cleaning issue and it needs to be cleaned with the official BMW kit. I have since checked with the previous owner and this had been done already, prior to September 2006. The cleaning helped with the marks a little bit, but (no surprise) the bulges still remained!
To cut a long story short, I took the car in 4 times, engineers looked at it and they took digital pictures. I agreed to this as, as far as they led me to believe, they just needed to send pictures to BMW in order to get permission to fit the roof.
On 17th May I was told that they needed the car once again, as the Regional Technical Manager needed to see it. He came and saw it but told me it was due to the roof being put down when wet! I have never done this… and the bulges have appeared since I have had the car. Also, the bulges and marks are only on one side!!
I received the other day an email from BMW stating it is not a warranty issue and they will do nothing to assist me. I will supply pictures to back this up (they are at home), but this is a word of warning about BMW Harrogate… Their attitude all along has been “we’d be more inclined to help if you’d bought it from us”. That in my mind is condescending and rude. It’s a BMW warranty and I expect better quality and service from a supposed reputable marquee.
The long and the short of it is, they promised me a new roof, in my opinion it requires one, and they took over 2 months just to say flat out, “no”. Beware.
EDIT: forgot to mention, this has been escalated to BMW UK, and since then the communication is a little better. I am still waiting for a call though to see where I can go next with this. Like I said, I don't usually post this sort of thing, but I am just very disillusioned with the service from BMW Harrogate.
I took my car in for its MOT and to have it checked out prior to the warranty running out. I specifically asked them to check the roof, as it had marks on it and bulges and creases on the passenger side. I have been on the Z4 forums for a year or so and I know what a 3 year old roof should look like, and I do expect some marks, especially when it’s not clean. However, these are actual bulges (and are only on the passenger side).
My issues is two parts really, firstly the quality of the roof and secondly the fact that they have taken over 2 months now and they have still not resolved it.
On 5th April 2007 the engineer at BMW Harrogate looked at my roof and agreed that it had premature wear and tear and needed replacing. I saw the original report and discussed it with a member of the service desk. He also promised me the roof would be replaced. I took the car to them on 16th April as this was the earliest they had a slot.
I received a call from BMW Harrogate on 19th April stating that BMW had not agreed this work, as they believe it is a cleaning issue and it needs to be cleaned with the official BMW kit. I have since checked with the previous owner and this had been done already, prior to September 2006. The cleaning helped with the marks a little bit, but (no surprise) the bulges still remained!
To cut a long story short, I took the car in 4 times, engineers looked at it and they took digital pictures. I agreed to this as, as far as they led me to believe, they just needed to send pictures to BMW in order to get permission to fit the roof.
On 17th May I was told that they needed the car once again, as the Regional Technical Manager needed to see it. He came and saw it but told me it was due to the roof being put down when wet! I have never done this… and the bulges have appeared since I have had the car. Also, the bulges and marks are only on one side!!
I received the other day an email from BMW stating it is not a warranty issue and they will do nothing to assist me. I will supply pictures to back this up (they are at home), but this is a word of warning about BMW Harrogate… Their attitude all along has been “we’d be more inclined to help if you’d bought it from us”. That in my mind is condescending and rude. It’s a BMW warranty and I expect better quality and service from a supposed reputable marquee.
The long and the short of it is, they promised me a new roof, in my opinion it requires one, and they took over 2 months just to say flat out, “no”. Beware.
EDIT: forgot to mention, this has been escalated to BMW UK, and since then the communication is a little better. I am still waiting for a call though to see where I can go next with this. Like I said, I don't usually post this sort of thing, but I am just very disillusioned with the service from BMW Harrogate.
