BMW had car (for recall) for 2 months and "Don't know when I can have it back"

Aubrey_Thicket · 18 February 2019 at 1:18PM

Hi all

I am hoping for some assistance what to do next...

We have a BMW car that is 4 years old. We paid over £50K for this car at the time of purchase. Just before Christmas we received notification that the car needed to be recalled because of a fault with the Exhaust Gas Re-circulation Cooler. Therefore, we booked the car in on 7th January. Since then we have made over 20 calls to the dealer to keep being told "The parts haven't arrived from BMW. We don't know when they'll be in to us". Being a bit flippant I said to them "So how long do we wait? 1 month? 6 months? 10 years?" Only to be told "We just don't know". So, amazingly the car has been sat at BMW for over 6 weeks and we are still no nearer getting the car back. To make matters worse they gave us a small replacement car which yesterday somebody run in to the back of. We have had to pay the £500 excess and are being told we will have to claim this back off our own insurers!
Can anybody help please?

danny91 · 18 February 2019 at 1:23PM

Aubrey_Thicket wrote: »

So, amazingly the car has been sat at BMW for over 6 months

Your title says 2 months, yet your post says 6 months. Which is it?

Aubrey_Thicket · 18 February 2019 at 1:24PM

Just editted it to read 6 weeks, not months. Sorry

AdrianC · 18 February 2019 at 1:32PM

I think the key to the delay might lie in this sentence...

Aubrey_Thicket wrote: »

Since then we have made over 20 calls to the dealer to keep being told "The parts haven't arrived from BMW. We don't know when they'll be in to us".

To make matters worse they gave us a small replacement car which yesterday somebody run in to the back of. We have had to pay the £500 excess and are being told we will have to claim this back off our own insurers!

Right, and...?

If it'd been your car hit, you'd be involving your insurer, and your excess would be lost until the other driver's insurer paid in full. Why would this be any different?

danny91 · 18 February 2019 at 1:35PM

Aubrey_Thicket wrote: »

Just editted it to read 6 weeks, not months. Sorry

I’m not sure there’s a lot you can do really. If the parts aren’t available, then they aren’t available. It could be worse in the sense that they didn’t HAVE to provide a courtesy car. But they have done, albeit I’m assuming one that costs considerably less than yours.
You could ask them about maybe giving you a free service as a sort of “goodwill” gesture maybe?

Aubrey_Thicket · 18 February 2019 at 1:43PM

Adrian C, Your reply is less than helpful, bordering on rude. I was asking readers of this thread what I could possibly do next.

AdrianC · 18 February 2019 at 1:48PM

Aubrey_Thicket wrote: »

Adrian C, Your reply is less than helpful, bordering on rude.

I'm very sorry that you didn't like it.

I was asking readers of this thread what I could possibly do next.

Have you tried phoning BMW? Not the dealer. BMW. You do understand there's a difference?
https://www.bmw.co.uk/contact-us

They should be able to give you a timescale, if there is one - but if there was, I strongly suspect the dealer would also have been told, so would be able to tell you.

DoaM · 18 February 2019 at 1:57PM

Is your vehicle absolutely undriveable until the parts arrive? If not, why not get it back from the garage and then return it when the parts DO arrive?

PS - post #4 may have been acerbic, but to call it unhelpful is, in itself, rude. The information given absolutely relates to your current situation.

d0nkeyk0ng · 18 February 2019 at 2:13PM

DoaM wrote: »

Is your vehicle absolutely undriveable until the parts arrive? If not, why not get it back from the garage and then return it when the parts DO arrive?

By the looks of things, it's a fire risk:
https://www.autocar.co.uk/car-news/new-cars/bmw-recalls-268000-diesel-models-uk-over-fire-risk

foxy-stoat · 18 February 2019 at 3:03PM

I think you have had a winner there, you would be more than annoyed after someone ran into the back of your £50,000 new car.

You could ask them for a bigger courtesy car as this one is not suitable and rack the mileage up on that one rather than yours. Escalate the complaint and you may get some free servicing for the future.

Exemplar · 18 February 2019 at 4:44PM

1) Car in at BMW for 6 weeks, bonus, you are not putting mileage on yours, it's 'in the system'
2) Small loan car, bless you, I'm probably sure it will do 70MPH
3) Another car hit the loaner? So what, It did not hit your '50K' car and it's a SEPARATE incident, nothing to do with 1 or 2

BMW had car (for recall) for 2 months and "Don't know when I can have it back"

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