Update,
Had a letter from BMW Warranty Services (Mondial Assistance) this morning, basically saying F**k off. They quote a couple of words that claim cover would not be granted. Fuming doesn't begin to describe my current feelings
So here is the letter to BMW customer service, Cc to CEO BMW UK, CEO Ridgeway Motor Group, After Sales Director Ridgeway Motor Group and Dealer Principle Wood BMW
I write regarding recent work carried out by Wood BMW Salisbury on the above registered vehicle.
The work was to determine the reason for failure of the roof to open or close. In order to determine the fault the retractable roof and associated parts had to be removed, at this point the cause was determined as roof motor failure. The contributing factor being water ingress into motor housing causing corrosion of the motor.
I am surmising here as Wood BMW will not share the report as it is deemed an 'Internal Document'.
The car was originally purchased from Wood BMW in Salisbury under the BMW approved used car scheme, and as such came with a 12 month BMW warranty. Upon 12 months ownership I was contacted by BMW warranty with the offer to extend this warranty at my own cost for a further 12 months. This I did at a cost of £472 for comprehensive component cover.
I fully expect the warranty I have purchased to cover this part as it would be deemed an electrical or mechanical failure, the description used in the warranty document.
Upon completion of the work I was informed by Wood BMW that the warranty claim was rejected on the grounds of:
(direct quote from BMW warranty services)
'drain tubes would require unblocking this would be a cleaning issue
this would not be covered via insured warranty
the motor has failed because of an outside influence and not a manufacture fault of the unit, this has
failed because of a cleaning issue that is excluded from insured warranty'
Based on this I reject the reasons for refusing the claim, on the following grounds:
The blocked drain holes (claimed) are not the reason for motor failure, they are a contributing factor. The reason for motor failure is water ingress through the sealed protective housing, therefore this would be a failure of the protective housing. Something that is covered in the warranty under terms and conditions item 6 ' we will pay for damage caused to a covered part if caused by another covered part' .
The term 'Outside Influence' as stated in reason for rejection is not detailed as an exclusion within the warranty document. In fact the term 'Outside Influence' is not used at all under any context.
The unit has not failed because of a cleaning issue for the following reasons:
The roof motor is housed within a protective sealed unit, this unit is situated within a recess inside the cars body work. I understand from speaking with the BMW technician who carried out the work that this recess has 2 drain holes in the bottom to allow any water to run through. It appears that these drain holes have become blocked and water has therefore collected in this recess. I would assume that a sealed protective housing of electrical and mechanical parts would prevent water ingress under these circumstances.
The area described (the recess) is not accessible without the full removal of the hood structure a job that takes in excess of 2 hours by a trained BMW technician and falls outside of acceptable maintenance expected of the owner. The drain holes cannot be seen from below the car as they sit behind protective panels that would require removal along with the wheels. Again outside the acceptable maintenance expected by the owner.
I am informed by the service department that BMW do not include a check of the roof motor or surrounding recess area (including drain holes) under any service interval until inspection 2 at 60,000 miles. The car is currently at less than 40,000 miles.
I expected BMW warranty services to fully accept the claim submitted and re-emburse all costs incurred to date less the agreed £100 excess on the policy. However this morning I have received a letter informing me that under the terms and language of the policy they stand by their position.
This is totally unacceptable.
The location and design of this part, obviously makes it susceptible to problems from everyday road and weather conditions in the UK.
The area of the car in question is totally inaccessible to the owner to even view and therefore take preventative action
This area is not checked under any BMW approved service schedule (i presume for the same above access issue)
No warning is available to the user until the motor fails.
Having spoken with a number of other Z4 owners who have suffered from the same issue, I find it very hard to believe that BMW are not aware of such problems and I would like to know why you have not issued a recall and solution previously?
The BMW warranty is supposed to give the owner full confidence that should something unexpected fail then it will be covered and replaced without large unexpected costs. Otherwise what is the point of the policy? I also find it very poor customer service from BMW that owners are expected to essentially fight with an insurance company over definitions within a policy when the cause for a claim arises.
I currently own 3 BMW's, 2 of which were purchased from new. This whole episode leaves me seriously considering my choice of car brand, I feel let down by BMW.
Please propose an acceptable solution within 7 days, as this episode is already 1 month old. Failure to do so will lead me to take legal advice on recovering all costs.
This whole thing is pushing me down the JDM route. Will keep you all updated
Had a letter from BMW Warranty Services (Mondial Assistance) this morning, basically saying F**k off. They quote a couple of words that claim cover would not be granted. Fuming doesn't begin to describe my current feelings
So here is the letter to BMW customer service, Cc to CEO BMW UK, CEO Ridgeway Motor Group, After Sales Director Ridgeway Motor Group and Dealer Principle Wood BMW
I write regarding recent work carried out by Wood BMW Salisbury on the above registered vehicle.
The work was to determine the reason for failure of the roof to open or close. In order to determine the fault the retractable roof and associated parts had to be removed, at this point the cause was determined as roof motor failure. The contributing factor being water ingress into motor housing causing corrosion of the motor.
I am surmising here as Wood BMW will not share the report as it is deemed an 'Internal Document'.
The car was originally purchased from Wood BMW in Salisbury under the BMW approved used car scheme, and as such came with a 12 month BMW warranty. Upon 12 months ownership I was contacted by BMW warranty with the offer to extend this warranty at my own cost for a further 12 months. This I did at a cost of £472 for comprehensive component cover.
I fully expect the warranty I have purchased to cover this part as it would be deemed an electrical or mechanical failure, the description used in the warranty document.
Upon completion of the work I was informed by Wood BMW that the warranty claim was rejected on the grounds of:
(direct quote from BMW warranty services)
'drain tubes would require unblocking this would be a cleaning issue
this would not be covered via insured warranty
the motor has failed because of an outside influence and not a manufacture fault of the unit, this has
failed because of a cleaning issue that is excluded from insured warranty'
Based on this I reject the reasons for refusing the claim, on the following grounds:
The blocked drain holes (claimed) are not the reason for motor failure, they are a contributing factor. The reason for motor failure is water ingress through the sealed protective housing, therefore this would be a failure of the protective housing. Something that is covered in the warranty under terms and conditions item 6 ' we will pay for damage caused to a covered part if caused by another covered part' .
The term 'Outside Influence' as stated in reason for rejection is not detailed as an exclusion within the warranty document. In fact the term 'Outside Influence' is not used at all under any context.
The unit has not failed because of a cleaning issue for the following reasons:
The roof motor is housed within a protective sealed unit, this unit is situated within a recess inside the cars body work. I understand from speaking with the BMW technician who carried out the work that this recess has 2 drain holes in the bottom to allow any water to run through. It appears that these drain holes have become blocked and water has therefore collected in this recess. I would assume that a sealed protective housing of electrical and mechanical parts would prevent water ingress under these circumstances.
The area described (the recess) is not accessible without the full removal of the hood structure a job that takes in excess of 2 hours by a trained BMW technician and falls outside of acceptable maintenance expected of the owner. The drain holes cannot be seen from below the car as they sit behind protective panels that would require removal along with the wheels. Again outside the acceptable maintenance expected by the owner.
I am informed by the service department that BMW do not include a check of the roof motor or surrounding recess area (including drain holes) under any service interval until inspection 2 at 60,000 miles. The car is currently at less than 40,000 miles.
I expected BMW warranty services to fully accept the claim submitted and re-emburse all costs incurred to date less the agreed £100 excess on the policy. However this morning I have received a letter informing me that under the terms and language of the policy they stand by their position.
This is totally unacceptable.
The location and design of this part, obviously makes it susceptible to problems from everyday road and weather conditions in the UK.
The area of the car in question is totally inaccessible to the owner to even view and therefore take preventative action
This area is not checked under any BMW approved service schedule (i presume for the same above access issue)
No warning is available to the user until the motor fails.
Having spoken with a number of other Z4 owners who have suffered from the same issue, I find it very hard to believe that BMW are not aware of such problems and I would like to know why you have not issued a recall and solution previously?
The BMW warranty is supposed to give the owner full confidence that should something unexpected fail then it will be covered and replaced without large unexpected costs. Otherwise what is the point of the policy? I also find it very poor customer service from BMW that owners are expected to essentially fight with an insurance company over definitions within a policy when the cause for a claim arises.
I currently own 3 BMW's, 2 of which were purchased from new. This whole episode leaves me seriously considering my choice of car brand, I feel let down by BMW.
Please propose an acceptable solution within 7 days, as this episode is already 1 month old. Failure to do so will lead me to take legal advice on recovering all costs.
This whole thing is pushing me down the JDM route. Will keep you all updated
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