BMW finance have been useless throughout. Saying nothing to do with them but if memory serves me correctly they are jointly and severally liable. BMW UK were trying to be helpful. They said request a meeting with the DP (who didn't turn up to said meeting) and if he didn't sort it they would send out a master mechanic to do a report on the car. They couldn't do much more as contractually, they have nothing to do with AUCs, all the profit/risk/cost goes straight to/from the francise so to/from the DP's pocket. They were "concerned" by the poor service.
To make a slight correction to a previous post, it turns out that HJ (the used car sales manager) did phone me about an hour before the meeting to tell me they weren't going to make it, but he called once, to my office phone (we have generally be communicating by my mobile and email) and left a voice message amongst many others which I didn't get before I left for the meeting. He didn't bother to try again or try the mobile or email. Query how he knew an hour before the meeting that he arranged at a time to suit them (which I cleared my diary and left work early for) that he wasn't going to be able to make it. Also, interestingly, when I arrived at the dealership for the meeting they told me he was stuck in traffic on the way back from warrington and would be 15-20 minutes. 15-20 minutes later the story was that he had just left warrington.... This is symptomatic of all my dealings with them, off the top of the head fob-offs and untruths which they dont bother to keep track of so contradict themselves and show themselves up as not particularly trustworthy. That is just one example. One other was the assurance that they phoned Arnold Clarke (who did an oil service a while ago) and quizzed them to ensure that the service was done to standard etc "so you need not worry about that sir". Really? I said, how did you know which Arnold Clarke to ring given that the stamp in the book was generic and not dealer specific (uncomfortable shifting from foot to foot). Another example is telling me that the seals were changed on the drivers window on the first visit. When I pointed out that they were just as worn as the seals on the other side I was told that yes they do weather that quickly. Really, after a few weeks 3-6 week old seals and 4 year old seals look exactly the same? With the same whitening etc from careless applications of polish? Then, on the third visit they tell me that they will change the seals as that will sort the problem. Didn't you already do that? - uh, um no last time we only changed part of the seal, or a different seal. Same story with the regulator that was apparently changed on an earlier visit but then I was told they'd change that (what again? or for the first time this time?). I am convinced on the second visit the car just sat in their car park from when I dropped it off to when I picked it up. Also, the dashboard rattle. They said they had investigated it thoroughly and couldn't find an obvious problem so if I wanted it sorted they would have to strip it all out which they would have to charge me for. I said dont bother. Then, out of the blue, they've fixed it apparently (which is nice of course) but when I ask what the problem was, the answer is they don't know. When I point out what they said previously, its uh - um yeah we stripped it down and fixed/rebuilt it as a goodwill gesture - yes, thanks, but what was wrong - uh um dont know will ask the service manager, and so it goes on.
Now, I know I must have been a right pain in the arse. Normally I am fairly relaxed about these things and would accept/live with the more minor stuff but because of combination of niggles and the attitude and unhelpfulness they riled me so I wasn't prepared to just shut up and be fobbed off. I pointed out their inconsistencies and kept pushing for answers and explainations and they didn't like it one bit. incommunicado to the point of being churlish and rude.
Anyway, the upshot is that they have now agreed to or have already fixed (so they say) everything (except the tyres and misty fog lights - hey ho) including spraying and fitting a new bumper (or repairing and respraying the old one, they said both to me and I am not sure which it is) which is nice because I had done some very minor damage to it, but it was not right in the first place so fair enough I reckon. They also finally agreed to do an inspection 1 to bring the service history up do date. They refused to extend the warranty (as asked - for peace of mind/resale value and aggravation factor) or give me assurances about exchanging it if the blessed wind noise occured again. They also refused to accept, even conversationally, that the two AUC promises had been broken. I even said how can you deny it, its bloody obvious, I don't want an exchange at this stage now you have agreed what you have agreed, I just want you to restore some credibility by accepting it - nope. Overall, a decent enough result as far as I am concerned but very hard fought for and has left a very bitter taste in the mouth. Certianly wouldn't reccomend them to anyone. Incidentally, a friend I work with bought a mini off them a few months back and it is back with them now for the third of fourth time...
I will, apparently, get the car back by the end of the week as it will take them that long to do the insp1 and change the driver door seals. That'll be nearly a month that they've had the car then and still no offer of a courtesy car (and an outright refusal when asked). I am tempted to take it for an inspection to see if/what work has been done or needs doing, and still have half a mind to push the exchange, but litigation would probably be required at this stage and I don't have the time or energy for that, my plate is a bit full at the mo with other things. After 4 weeks of no car and pure agro I just want my coupe back and to put it all behind me.
Will post the email exchanges once I get a chance....
To make a slight correction to a previous post, it turns out that HJ (the used car sales manager) did phone me about an hour before the meeting to tell me they weren't going to make it, but he called once, to my office phone (we have generally be communicating by my mobile and email) and left a voice message amongst many others which I didn't get before I left for the meeting. He didn't bother to try again or try the mobile or email. Query how he knew an hour before the meeting that he arranged at a time to suit them (which I cleared my diary and left work early for) that he wasn't going to be able to make it. Also, interestingly, when I arrived at the dealership for the meeting they told me he was stuck in traffic on the way back from warrington and would be 15-20 minutes. 15-20 minutes later the story was that he had just left warrington.... This is symptomatic of all my dealings with them, off the top of the head fob-offs and untruths which they dont bother to keep track of so contradict themselves and show themselves up as not particularly trustworthy. That is just one example. One other was the assurance that they phoned Arnold Clarke (who did an oil service a while ago) and quizzed them to ensure that the service was done to standard etc "so you need not worry about that sir". Really? I said, how did you know which Arnold Clarke to ring given that the stamp in the book was generic and not dealer specific (uncomfortable shifting from foot to foot). Another example is telling me that the seals were changed on the drivers window on the first visit. When I pointed out that they were just as worn as the seals on the other side I was told that yes they do weather that quickly. Really, after a few weeks 3-6 week old seals and 4 year old seals look exactly the same? With the same whitening etc from careless applications of polish? Then, on the third visit they tell me that they will change the seals as that will sort the problem. Didn't you already do that? - uh, um no last time we only changed part of the seal, or a different seal. Same story with the regulator that was apparently changed on an earlier visit but then I was told they'd change that (what again? or for the first time this time?). I am convinced on the second visit the car just sat in their car park from when I dropped it off to when I picked it up. Also, the dashboard rattle. They said they had investigated it thoroughly and couldn't find an obvious problem so if I wanted it sorted they would have to strip it all out which they would have to charge me for. I said dont bother. Then, out of the blue, they've fixed it apparently (which is nice of course) but when I ask what the problem was, the answer is they don't know. When I point out what they said previously, its uh - um yeah we stripped it down and fixed/rebuilt it as a goodwill gesture - yes, thanks, but what was wrong - uh um dont know will ask the service manager, and so it goes on.
Now, I know I must have been a right pain in the arse. Normally I am fairly relaxed about these things and would accept/live with the more minor stuff but because of combination of niggles and the attitude and unhelpfulness they riled me so I wasn't prepared to just shut up and be fobbed off. I pointed out their inconsistencies and kept pushing for answers and explainations and they didn't like it one bit. incommunicado to the point of being churlish and rude.
Anyway, the upshot is that they have now agreed to or have already fixed (so they say) everything (except the tyres and misty fog lights - hey ho) including spraying and fitting a new bumper (or repairing and respraying the old one, they said both to me and I am not sure which it is) which is nice because I had done some very minor damage to it, but it was not right in the first place so fair enough I reckon. They also finally agreed to do an inspection 1 to bring the service history up do date. They refused to extend the warranty (as asked - for peace of mind/resale value and aggravation factor) or give me assurances about exchanging it if the blessed wind noise occured again. They also refused to accept, even conversationally, that the two AUC promises had been broken. I even said how can you deny it, its bloody obvious, I don't want an exchange at this stage now you have agreed what you have agreed, I just want you to restore some credibility by accepting it - nope. Overall, a decent enough result as far as I am concerned but very hard fought for and has left a very bitter taste in the mouth. Certianly wouldn't reccomend them to anyone. Incidentally, a friend I work with bought a mini off them a few months back and it is back with them now for the third of fourth time...
I will, apparently, get the car back by the end of the week as it will take them that long to do the insp1 and change the driver door seals. That'll be nearly a month that they've had the car then and still no offer of a courtesy car (and an outright refusal when asked). I am tempted to take it for an inspection to see if/what work has been done or needs doing, and still have half a mind to push the exchange, but litigation would probably be required at this stage and I don't have the time or energy for that, my plate is a bit full at the mo with other things. After 4 weeks of no car and pure agro I just want my coupe back and to put it all behind me.
Will post the email exchanges once I get a chance....
