The Sad and sorry failure of BMW UK Customer service and the BMW 5 series
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As a consumer, you quite often get annoyed. It's another thing however, to spend GBP 32,000 (about US dollars 52,000)on an item that is pitched a a high-quality top end brand and it turns out to have defects - especially design defects. Salt is rubbed on the wound when you find that the manufacturer isn't even slightly interested in direct intervention, sloughing off all responsibility onto dealers who appear to be kept in the dark.
I am, of course, talking about BMW, and the much vaunted new 5 series, of which I am unfortunate enough to be an owner. The car in question, chassis number BV14668, is a 523iSE Auto, given its pre-delivery inspection on 19-Dec-97 and registered in the UK as R324 XOE - pictured below.
The first month was trouble free (actually it wasn't, the air conditioning didn't work but being winter in the UK I never found out), and then the strange electronic glitches started. The check control system indicated rear light failures - but there weren't any. When the boot (trunk) was open, the car thought the washer bottle was empty. When the left front door was open, the right rear door was indicated. Oh well, that can wait until the first service.
By the time the first service came around, I'd discovered that the air conditioning wasn't working, and taken the loopy check control system for granted. At 8,817 miles on 28th April 1998, the car went to Cooper Thames Ditton, an authorised BMW dealer (dealer number 15110), for the service and to check the two faults. This was done, and the car returned.
The check control system was diagnosed as faulty brake light bulbs, which were replaced, and the air conditioning system was charged with gas and pronounced OK. (Slight disquiet as to why an air conditioning recharge was needed on my part, but never mind.)
The next day, the check control system was up to its old tricks, and the air conditioning had failed again. The next week, another visit to the dealer, and a pronouncement that a pipe was needed for the air conditioning. This continued, with (as I recall) four more visits during May, replacing tail light bulbs, a condenser, airconditioning pipes, all of which failed within one day of the cars return. Additionally, the clock and in-car entertainment displays now disappeared when the lights were used for more than two hours.
By the end of May, my patience was exhausted. I contacted BMW customer services, (Simon Anderson, 01344 426565) at BMW UK. After protracted wrangling, I negotiated a replacement car while they just took my car, for as long as it takes, and just fix the damned problems properly. After even more wrangling, I was provided with a suitable replacement car (i.e. not a basic manual 3 series).
Around this point, I became aware that the air conditioning fault was a design defect in a pipe joint on the compressor. A new pipe was ordered. After two weeks, BMW UK started pressurising the dealer to get their loan car back. I complained. I refused to take the car back until it had been tested for at least two days (as all previous 'fixes' had failed after 1 day). This was done (I should note that the dealer, Cooper Thames Ditton, has been excellent throughout this process and has provided (mainly) high quality service).
My car was exchanged for the loan car. After two weeks, I finally had a new pipe that fixed the aircon problem, and a new check control system.
The next day, the air conditioning failed again. The new pipe had broken.
It turns out that this is a design defect. A new, improved pipe has been designed due to many reports of this problem. The new part (64-53-8-386970) has not turned up as I write this (1 July 1998).
BMW has been consistently and thoroughly unable to fix this problem or supply the parts necessary to do so. It appears that the dealer network and customers were kept in the dark even thought the problem was known.
Coopers have brazed the pipe to 'keep me going'. This is hardly 1990's technology, although it has held together (so far). So, I have a high quality premium car kept functioning by a kludge, and a manufacturer who, nine weeks after the problem was reported is unable to fix the problem.
The check system is OK, as far as I know... but the door rubbers have now started disintegrating. The drivers door seal looks like it has a termite infestation.
Here's pictures of the aircon fault
Here's pictures of the seal faults
New rubbers have been ordered, and the situation discussed with BMW (UK). They maintain their "hands off" and "not our problem" attitude. I have been thoroughly and consistently unable to get them to take my dissatisfaction seriously.
Clearly, this car has problems. I depend on the car to earn my living. So far, this car has probably cost me (at my standard rate of time billing) about GBP 7,500 in lost fees. BMW (UK) when asked what they are going to do about this, mutter about it being a matter between the dealer and I, and they might 'help out' if I wanted to change for another BMW, although precisely what this means remains unclear.
So...hence this page which will be publicised on every search engine, newsgroup and Email address I can get my hands on, including every BMW dealer worldwide, every Mercedes and Lexus dealer (!) and BMW itself... Every motoring publication, newspaper, consumer rights group, etc etc. If I can stop one person buying one new 5-series, then I have exacted my revenge on BMW for their appalling customer service, disinterest and arrogance.
Press enquiries should contact me on (+44) 0370-844010 or email at amarshall@amarshall.com.
BMW should be contacted on (+44) 01344 480411 (ask for Peter Johnson).
Update on 26th May 1999 Well, I still have the car, now at 32,000 miles. The door seals (all of them) have now been changed eight times. We now have a ritual at the BMW dealers, they have the car every eight weeks or so and change the seals on both front doors. Kindly, they wash the car too.
Since July 1998 when the main text was written, apart from the door seals, the radio/CD headend has been replaced, the check system has been replaced... most of the dash electronics also. The check system is still giving problems.
I have not received one letter, phone call or any communication whatever from BMW on any of my complaints. The only plan now is to stick it out another 18 months until replacement time, and not buy another BMW.
Be warned!
Copyright © Andrew Marshall 1998, 1999. All rights reserved.
All Trademarks acknowledged
BMW 5-Series 523 523i 523iSE BMW (UK) car auto automobile sedan defect consumer air conditioning aircon a/c ac seal check control failure customer service complaint