[BMWrules7]

Well, BMW NA customer service is a liar.

The guy's name is Renzo and his BMW customer ID is 7647.

So, I purchased a new BMW X1 in good faith. It has BMW ASSIST and Concierge.

It suddenly stops working and the original BMW Warranty is in force.

BMW promises to fix it when a combox is released. They finally release the combox a year later, and now Renzo refuses to fix it.

PEOPLE: THIS CAR IS STILL UNDER THE BUMPER TO BUMPER WARRANTY.

The worst thing is that AFTER BEING A LOYAL CUSTOMER RENZO WILL NOT LET ME ESCALATE OR RECONSIDER.


UPDATE: I just got off the phone with a lemon lawyer and she said this is a known issue and that I will likely get a full refund on my X1 for the price paid plus I will get to keep the car!!! This is because apparently the air bag recall (2 years) combined with the combox issue triggers some part of the federal law that is pro consumer! Woo hoo!!!!

I will keep you updated.

[JFray23]

Originally Posted by BMWrules7

Well, BMW NA customer service is a liar.

The guy's name is Renzo and his BMW customer ID is 7647.


So, I purchased a new BMW X1 in good faith. It has BMW ASSIST and Concierge.

It suddenly stops working and the original BMW Warranty is in force.

BMW promises to fix it when a combox is released. They finally release the combox a year later, and now Renzo refuses to fix it.

PEOPLE: THIS CAR IS STILL UNDER THE BUMPER TO BUMPER WARRANTY.

Are you kidding? I AM TAKING THIS CLOWN TO TASK. Anyone else affected by this bull crap?

The worst thing is that AFTER BEING A LOYAL CUSTOMER RENZO WILL NOT LET ME ESCALATE OR RECONSIDER.

BMW why are you doing this to me? BMW said they would fix this and now they want $900.


Note: I posted this to the 7 series group because I am a 20 year 7 series loyal customer. Not that BMW cares.

UPDATE: I just got off the phone with a lemon lawyer and she said this is a known issue and that I will likely get a full refund on my X1 for the price paid plus I will get to keep the car!!! This is because apparently the air bag recall (2 years) combined with the combox issue triggers some part of the federal law that is pro consumer! Woo hoo!!!!

I will keep you updated.

Doubtful bro but good luck

[BMWrules7]

Originally Posted by JFray23

Doubtful bro but good luck

I know, it sounds too good to be true.

Maybe I misunderstood and the lemon lawyer didn't mean a full refund of the vehicle.

But, I know I didn't misunderstand when she said I could keep the car.

I was really surprised that BMWNA customer service representative didn't allow me to submit any emails before he made his "final" decision.

I had a problem about 12 years ago, and the BMWNA representative was really understanding and went to bat to help me.

Fast forward to today and the BNWNA representative was really a jerk. I have lost all confidence in BMW's ability to look at customer problems fairly.

I spent over a year dealing with this issue with the BMW assist function not working and this Renzo from BMWNA took all of 5 minutes to render his decision before he had all of the facts.

That's what scares me. I have 3 bmws all in warranty and if this is the way BMW handles serious issues going forward then I am totally screwed.

[ENDY03]

So to sum up..

1 BMW rep mistreated you and BMW is bad, dont buy!

1 lemon lawyer (who wants your business / money) promises you the moon and you're head over heels for him.

Good job!

[The Beast]

Originally Posted by ENDY03

So to sum up..

1 BMW rep mistreated you and BMW is bad, dont buy!

1 lemon lawyer (who wants your business / money) promises you the moon and you're head over heels for him.

Good job!

What I don't understand is that your car is faulty and it's under warranty so why can't the dealer just repair it. The other thing I don't understand is why have you waited a year for a fix? Just doesn't add up to me...

[MrTracey]

Why does this story make me think of the word "gullible" ?

[ttimbo]

I'm sure what we have here is a failure to communicate!

[BMWrules7]

Originally Posted by The Beast

What I don't understand is that your car is faulty and it's under warranty so why can't the dealer just repair it. The other thing I don't understand is why have you waited a year for a fix? Just doesn't add up to me...

Those are excellent questions and I am sorry my post didn't make that clear.

You see, the BMW ASSIST feature stopped working in December of 2016. BMW just got the part in its inventory. It took bmw all this time to get the part to the dealer. The car is under warranty. BMW assist said they would fix it.

But, but BMWNA refuses to fix it.

It's that simple.

[BMWrules7]

Originally Posted by ENDY03

So to sum up..

1 BMW rep mistreated you and BMW is bad, dont buy!

1 lemon lawyer (who wants your business / money) promises you the moon and you're head over heels for him.

Good job!

Yes, I have lollipops on my cheeks.

But, just because I am a sucker doesn't give bmw the right to screw me.

It's under the original warranty.

[The Beast]

Originally Posted by BMWrules7

Those are excellent questions and I am sorry my post didn't make that clear.

You see, the BMW ASSIST feature stopped working in December of 2016. BMW just got the part in its inventory. It took bmw all this time to get the part to the dealer. The car is under warranty. BMW assist said they would fix it.

But, but BMWNA refuses to fix it.

It's that simple.

But they can't refuse to fix a problem whilst the car is under warranty

Have other owners had this issue? Why did it take a year for a com box to become available?

I think you need to be calm but firm and try and get your dealer onside. I would also escalate and write a letter addressed to a senior figure within BMWNA, director level complains often get more traction...

[BMWrules7]

Originally Posted by The Beast

But they can't refuse to fix a problem whilst the car is under warranty

Have other owners had this issue? Why did it take a year for a com box to become available?

I think you need to be calm but firm and try and get your dealer onside. I would also escalate and write a letter addressed to a senior figure within BMWNA, director level complains often get more traction...

I know. It's really strange. I have been a loyal BMW customer for 25 years.

The BNWNA person basically told me my only option was to get a lawyer.

BMW spent 25 years giving and spending marketing dollars for goodwill.

and Mr. Renzo from BMWNA customer service undid all of that in the 5 minutes he took to review my concern that I have been dealing with for over a year.

Do you have any contact info for BMW Senior manager?

[The Beast]

Originally Posted by BMWrules7

I know. It's really strange. I have been a loyal BMW customer for 25 years.

The BNWNA person basically told me my only option was to get a lawyer.

BMW spent 25 years giving and spending marketing dollars for goodwill.

and Mr. Renzo from BMWNA customer service undid all of that in the 5 minutes he took to review my concern that I have been dealing with for over a year.

Do you have any contact info for BMW Senior manager?

I'm in the U.K. I'd just google BMWNA Customer Service Director in the first instance. If this doesn't work try something like BMWNA Managing Director...

Good luck

[ttimbo]

I was serious when I said the problem here is a failure to communicate. Now, I'm not going to say who, what, or point any fingers...but my approach would be to reset, and start by raising the issue with your selling dealer service manager, and escalate from there WITHIN the dealership, camping in the dealer principle's office, if you need to. You see, if you've been a loyal BMW customer for 25 years, it is the dealer staff and the dealer principle who sees and derives most of the benefit from your loyalty. And, in my experience, they will have the greatest leverage with BMWNA to ensure your problem is solved. Because, through your loyalty, you've made it personal...and personal relationships drive solving problems.

The person in the BMWNA customer service call centre doesn't know you, sees none of your customer history, probably isn't an employee of BMWNA, and is just following a script. They deal with angry people call after call. The odds of them solving your problem are very, very low.

Restart, keep calm, be patient and friendly, use logic and never show emotion, and make the problem your dealer's to solve.

[BMWrules7]

Originally Posted by ttimbo

I was serious when I said the problem here is a failure to communicate. Now, I'm not going to say who, what, or point any fingers...but my approach would be to reset, and start by raising the issue with your selling dealer service manager, and escalate from there WITHIN the dealership, camping in the dealer principle's office, if you need to. You see, if you've been a loyal BMW customer for 25 years, it is the dealer staff and the dealer principle who sees and derives most of the benefit from your loyalty. And, in my experience, they will have the greatest leverage with BMWNA to ensure your problem is solved. Because, through your loyalty, you've made it personal...and personal relationships drive solving problems.

The person in the BMWNA customer service call centre doesn't know you, sees none of your customer history, probably isn't an employee of BMWNA, and is just following a script. They deal with angry people call after call. The odds of them solving your problem are very, very low.

Restart, keep calm, be patient and friendly, use logic and never show emotion, and make the problem your dealer's to solve.

Good advice.

[dreamspeed]

I'm still very confused on why BMW NA needed to be contacted in the first place? The car is under original warranty... and this is a pretty straightforward faulty part needs to be replaced situation.

Did the dealer refuse to replace the part in the beginning?

The lawyer says this is a "known" issue meaning it's a common problem. I don't think that is the case is it? And I don't see any scenario where you would get a full refund AND get to keep the car...

Even with the VW dieselgate scandal where the issue is as egregious as it can get you don't get a refund and keep your car.

[BMWrules7]

Originally Posted by dreamspeed

I'm still very confused on why BMW NA needed to be contacted in the first place? The car is under original warranty... and this is a pretty straightforward faulty part needs to be replaced situation.

Did the dealer refuse to replace the part in the beginning?

The lawyer says this is a "known" issue meaning it's a common problem. I don't think that is the case is it? And I don't see any scenario where you would get a full refund AND get to keep the car...

Even with the VW dieselgate scandal where the issue is as egregious as it can get you don't get a refund and keep your car.

BMWNA refuses to fix under warranty. There are thousands of BMW affected.

This X1 still under warranty has a defective airbag going on 2 years and a defective BMW assist and a defective BMW online.

As it was explained to me, vehicles with major malfunctions that are not timely fixed can have full monies paid refunded.

At the same time, you do not need to return the defective car.

I will ask my attorney to explain it and I will post here. If it's too good to be true I will also let you know. I have a meeting on Thursday if this week.

[lemetier]

Originally Posted by BMWrules7

BMWNA refuses to fix under warranty. There are thousands of BMW affected.

This X1 still under warranty has a defective airbag going on 2 years and a defective BMW assist and a defective BMW online.

As it was explained to me, vehicles with major malfunctions that are not timely fixed can have full monies paid refunded.

At the same time, you do not need to return the defective car.

I will ask my attorney to explain it and I will post here. If it's too good to be true I will also let you know. I have a meeting on Thursday if this week.

Why isn't this in the E84 forum and how is MA lemon law (1yr/15k from date of purchase) remotely applicable?

[BMWrules7]

Originally Posted by lemetier

Why isn't this in the E84 forum and how is MA lemon law (1yr/15k from date of purchase) remotely applicable?

Originally Posted by lemetier

Why isn't this in the E84 forum and how is MA lemon law (1yr/15k from date of purchase) remotely applicable?

Did you read the title? BMW is no longer selling the e84.

The post wasn't meant for the E84 forum, rather it was penned for the E48 forum. The context was centered on having a person think twice before buying a new X1 in that BMW refuses to fix a warranty issue on an in warranty X1.

Now turning to the lemon lawyer. In this case, the defect with the combox was present since the day the vehicle was placed into service. Furthermore, BMW knew or should have known that the design of the combox would prevent it from working if the antiquated network it relied upon was turned off. That's pretty easy to demonstrate. Thus, contrary to your baseless assertion, the lemon law attorney is wholly applicable and very much appropriate.

[lemetier]

Originally Posted by BMWrules7

Did you read the title? BMW is no longer selling the e84.

The post wasn't meant for the E84 forum, rather it was penned for the E48 forum. The context was centered on having a person think twice before buying a new X1 in that BMW refuses to fix a warranty issue on an in warranty X1.

Now turning to the lemon lawyer. In this case, the defect with the combox was present since the day the vehicle was placed into service. Furthermore, BMW knew or should have known that the design of the combox would prevent it from working if the antiquated network it relied upon was turned off. That's pretty easy to demonstrate. Thus, contrary to your baseless assertion, the lemon law attorney is wholly applicable and very much appropriate.

I read the title and the content of your posts within.

My assertion isn't baseless at all. There's several glaring issues with your story.

You claimed to have sought resolution as the system stopped working over a year ago, then later claimed December 2016 and have been waiting for the TCU replacement. Which is it?

What proof do you have to easily demonstrate those claims?

When was the vehicle built (month/year)?

When did you take delivery (month/year)?

Does this cause the vehicle to be unusable?

Does it affect the resale value?

Does it create a significant safety issue?

Did it not work during the first year/15k miles?

Were 3 or more attempts or 15 days+ spent out of service to repair the issue?

Even on the remote chance every criteria were met for Lemon Law to apply at this point and the even more unlikely prevailing outcome in your favor, you don't get a Full Refund nor can you keep the car.

[ttimbo]

I've no heard of any X1's with commbox issues in Australia. Or is it only in North America?

[KPD]

Originally Posted by ttimbo

I've no heard of any X1's with commbox issues in Australia. Or is it only in North America?

He's drip feeding information, if I'm being very nice about it. I don't know nor care to know why.

Took him EIGHT replies to mention "antiquated network", which is why now I'm assuming he's talking about THIS.

He certainly has a case to complain or get some sort of compensation/fix. But to get the full price refunded AND keep the car... Good luck with that.