Bad Day part 2 - warranty issue FINALLY resolved!

Angie4m said:
Pastry said:
Thats the first thing they checked, the service book and for the first 4.5 years it was under main dealer and the vehicle check was done :thumbsup:
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That's great news. I would say that unless they can prove that it's been external issues i.e. A stone chip then I can't see why they cannot fix it.

I would assume that if the paint work warranty covers all visible body panels for 36 months then then ain't corrosion warranty should also cover all visible painted pannels for 12 years.
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I believe they don't dispute the corrosion comes from the inside. They checked the paint thickness and said it looked original and also couldn't find any chips/damage. The only explanation I have had is the roof isn't covered by the corrosion warranty :headbang:
 
Maniac said:
You could also ask them to show you the exact perforation guarantee/agreement wording and find where it states exemptions.

I don't see anything about roof panels or affixed panels here and therefore they can't invoke a decline on something never made clear;

Anti-Corrosion Warranty

All new BMW cars registered from 1st January 2004 are covered by a 12-year anti-corrosion Warranty against perforation by rust.

All repair work carried out under the anti-corrosion Warranty must be carried out by an Authorised BMW Retailer or Authorised Repairer. The Warranty covers corrosion which occurs from inside the metal panels or box sections of the car.

The Warranty does not cover corrosion caused by neglect, accident damage, stone chips or other external influences.
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I have the handbook where that is detailed and I quoted that to technical manager however that part of my email was ignored! :headbang:
 
Just my thoughts....

On Monday, get an appointment with the Principal. Ask them to take you through the meaning of the warranty. Explain that you are explain that you are taking notes for your solicitor IN CASE you need to move forward legally. Dont threaten, be really nice.

But, explain towards the end, that you will seek sdvice, but its very POSSIBLE that the next communication will be to give notice that you will go legal on the terms of your corrision warranty UNLESS he/she makes steps to resolve the issue under the terms of the warranty .

be nice, be calm, be measured but most of all be in control of the meeting. The guys at bmw have a way of using their own jargon to try to take control. E.g water ingress due to pressure washing too closely, stone chips, someone else did paint repair etc etc. It's your meeting, not thiers.

I'd love to go with you! :)
 
Zed Five said:
Just my thoughts....

On Monday, get an appointment with the Principal. Ask them to take you through the meaning of the warranty. Explain that you are explain that you are taking notes for your solicitor IN CASE you need to move forward legally. Dont threaten, be really nice.

But, explain towards the end, that you will seek sdvice, but its very POSSIBLE that the next communication will be to give notice that you will go legal on the terms of your corrision warranty UNLESS he/she makes steps to resolve the issue under the terms of the warranty .

be nice, be calm, be measured but most of all be in control of the meeting. The guys at bmw have a way of using their own jargon to try to take control. E.g water ingress due to pressure washing too closely, stone chips, someone else did paint repair etc etc. It's your meeting, not thiers.

I'd love to go with you! :)
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I think you'd do a good job :D Im going to see what the service manager says on Monday and respond accordingly :wink:
 
Pastry said:
Can anyone tell me how this post got a green tick?
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The bmw service manager ticked it off as "dealt with" :poke:
Seriously though, hope you make some progress with this, it's bad form by the dealership to try & body swerve it :thumbsdown:
Rob
 
Smartbear said:
Pastry said:
Can anyone tell me how this post got a green tick?
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The bmw service manager ticked it off as "dealt with" :poke:
Seriously though, hope you make some progress with this, it's bad form by the dealership to try & body swerve it :thumbsdown:
Rob
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:D :D good one Mr Bear :thumbsup:
 
That latest response from Lancaster BMW :headbang: .....

Good morning

Thank you for allowing me the time to further investigate your concerns with the allocations of costs involved in the repair of your BMW Z4 roof.

Having discussed the issues surrounding the above with BMW UK Ltd, may we inform you that roof panels are not covered within the 12 year anti-perforation warranty and due to this the claim is viewed as a goodwill claim. As you are aware BMW UK Ltd has already considered the requirements as a goodwill claim and Kevin Frier has informed you of the contribution that would be required from yourself to proceed with the repairs.

Unfortunately on this occasion we are unable to further influence this decision and we would require you to contribute £591.00 plus VAT to the repair as previously discussed for it to continue.

We appreciate that this outcome is not in line with your expectation and for this we sincerely apologise.

Regards
 
Took this off BMW website and it doesn't say anything about roofs being exempt !
Trading Standards or solicitor next :?


Paintwork Warranty
The paintwork warranty covers your vehicle against defects such as blistering, discolouration or staining of the visible surface of all painted body panels occurring as a result of faulty manufacture or workmanship for a period of 36 months from the date of first registration without any mileage limitation.
All paintwork repaired under warranty must be carried out by a BMW Approved Bodyshop.
Although modern paints are durable and resistant to many external hazards, they cannot reasonably be expected to be totally resistant to all. You should therefore take particular care with your paintwork if you live in or near an area where industrial fallout is prevalent. Please read the relevant section in your handbook on paintwork for more details.
Bird lime can have an extremely corrosive effect on your paintwork and should be removed as quickly as possible.
Since damage caused by industrial fallout or bird lime is not a fault of manufacture, this cannot be claimed under warranty.
Anti-Corrosion Warranty
All new BMW cars registered from 1st January 2004 are covered by a 12-year anti-corrosion warranty against perforation by rust.
All repair work carried out under the anti-corrosion warranty must be carried out by an Authorised BMW Centre or Authorised Repairer. The warranty covers corrosion which occurs from inside the metal panels or box sections of the car.
The warranty does not cover corrosion caused by neglect, accident damage, stone chips or other external influences.
Maintaining Your Anti-Corrosion Warranty
To ensure that any warranty claims are processed quickly and efficiently, please observe the following guidelines.
Your vehicle should be inspected at normal service intervals as recommended by your BMW service book.
Paint or body damage identified by the BMW Centre during these inspections, including any to the underside or under body protection of the vehicle, must be properly repaired to BMW standards.
Claims cannot be accepted for perforation that occurs as a result of unrepaired or improperly repaired paint or body damage.
Vehicles which undergo major accident repair work during their anti corrosion warranty period are still covered by the warranty provided:
a. The correct BMW corrosion prevention methods are used.
b. The repair work is carried out by a competent repairer to BMW repair standards.
The warranty does not apply to parts, panels or materials that have not been approved by BMW and the BMW Centre or Authorised Repairer reserves the right to refuse claims where defects have occurred as a result of using them.
Where your vehicle has been involved in an accident and requires bodywork repair this should ideally be carried out by a BMW Approved Bodyshop. In this way you can be certain that your vehicle will be rebuilt to original standards of safety and quality. You can then feel confident that the integrity of your anti-corrosion warranty will remain intact.
 
Pastry said:
Zed Five said:
Not much help, I know - but I've done over a combined 170,000 miles in my e89s, without any such issue.

However, if they made the same offer to me i'd calmly and politely advise them to rethink, or the next communication will be legal from your solicitor directly to the warranty manager. (He wont want the hassle). The roof panels are part of the body of the car, any judge would agree that's reasonable. They are made of metal and painted just like the rest of the body.

I would not accept it. Be be calm polite and measured, but mean business. Give them an opportunity to rethink and make good.
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Somehow I did manage to stay calm and polite. The dealer put me in touch with BMW customer services who politely put be straight back to the dealer warranty department :headbang: When I asked to be contacted my the warranty department or the Dealer Principal (dropped his full name into the email ) I was quickly contacted by the service manager who will "digest the detail" and get back to me.
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Chap, if it helps, dad had the same "round about" with his R8. He contacted the local dealer, who agreed for bonnet replacement, then sent him an email very similar to yourself saying "actually no". He threaten speaking to the press about an aluminium bodied car having issues (his was one of the first off the line) and they sorted it. Several years later, it started to bubble again. Long story short, he's had a new bonnet every two to four years since 2006 simply by threatening legal and/or speaking to the motoring press...

Hope this adds to your armoury of threats.
 
The first paragraph of metal lickers post says it all.
ALL PAINTED BODY PANELS
I wouldnt think they had a leg to stand on if it went to court.
 
Write them one letter, outlining your final position and your expected resolution with a final date.

Write a final letter before action if they still don't get it done and watch them squirm. Add costs for your time and fuel along with letter writing costs, calls etc.

Not sure if I'd pay to have the whole lot done then reclaim the amount or claim to have warranty enforce with costs on top.

Don't muck about with to and fro, once you file a claim (when you're right) big companies will just get it done to save further hassle and cost.
 
Hi Paul,

Had a horrible feeling it was going this way!

From what I've read the only people to have found the roof not being covered get out clause is BMW themselves (Strange that........)

Therefore they're only (Documented and publicly available) way out, can be to say that it is surface corrosion and because the car is over 3 years old, your out of the ” Cosmetic ” part of the warranty - If that were the case why do they want to replace the panels and not simply take it back to bright metal prime and paint ?

Truth is they are pretty sure this is coming from the inside, and therefore covered by the 12 year perforation warranty, and are using any means fair or foul to get out.

Stick to guns fella, plenty of good advice from others on here on how to make them see that the total liability is theirs alone.

Stu.
 
The last email received from the service manger is below which did nothing but put my back up! I replied putting him straight on a few matters and requesting a meeting with the dealer principle and warranty manger for an explanation as to why the roof isn't covered when their terms say it should be. That is the thing that is really getting under my skin , nobody is willing to tell why or what makes it excluded, I keep getting told it's because it is!
Until I've met the dealer principle I can't complain about a dealership to BMW UK so I'm trying to take the correct path. I am also going to contact trading standards and make the loudest noise I can before pursuing the legal route. God this is hard work but I'm asking for nothing that isn't fair :headbang:

Good afternoon Mr Pastry

Although we front the BMW brand and work in partnership with our manufacturer, BMW UK Ltd. We have no influence over their processes and policies. I thank you for bringing this to my attention, however I would suggest that this would be best discussed with BMW UK Ltd customer services team if you are not completely satisfied with their response.

In regard of the service afforded to you at Lancaster BMW Milton Keynes, we note that Kevin Frier may have initially believed that the roof was a covered element and having discussed this with Kevin, he is now better informed. We acknowledge this miscommunication and apologise for it leading to some confusion.

Although I would be happy to arrange a meeting with Mark Hickman, our Head of Business: may I clarify that he would also have no influence over our manufacturers decisions.

Regards
 
Unbelievable really. I'm amazed at BMW refusing to accept the roof panels are subject to the anti-corrosion warranty. I think you've had some very good advice on here and a letter before action seems to be your next course of action.

However, the dealer is shifting the blame onto BMW so you need to be careful who you are threatening with your proposed action. If you were to issue against the dealer he would argue that his hands are tied by BMW.

Therefore I think you need to deal with BMW customer services and make it clear that it is their unreasonable response to your warranty claim that will form the basis for your legal action.
 
M1ghty_m0use said:
Any update on this ?
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That was good timing, Im picnicking it up from another dealer this morning who had had it all week to look into it as I will no longer deal with Lancaster. There has been another thread about this which will explain things better (http://www.z4-forum.com/forum/viewtopic.php?f=4&t=89200 ) but to cut a long story short, Ive been talking to BMW UK via their customer services and they have said the good will gesture is final, so basically take it or leave it! :thumbsdown: .... Watch this space
 
Bloody hell Paul, so glad I have a fabric roof :P
But really, this is quite appalling mate, looks like you need to go legal after all. Hope this gets sorted to your satisfaction.
 
firebobby said:
Bloody hell Paul, so glad I have a fabric roof :P
But really, this is quite appalling mate, looks like you need to go legal after all. Hope this gets sorted to your satisfaction.
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It was probably caused by too many years of the whippy bashing my roof :P
Cheers buddy :thumbsup:
 
metal licker said:
Took this off BMW website and it doesn't say anything about roofs being exempt !
Trading Standards or solicitor next :?


There is nothing in the BMW extended warranty about excluding the roof motor for E85s but that doesn't stop Alliance rejection out of hand a Dealer claim for motor replacement despite area being clean and dry :roll: :roll:
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