Treatment received from Bryanston BMW following a routine service.

I am writing to express my disappointment and concern regarding the treatment my partner has received from BMW Bryanston following what should have been a routine vehicle service.

My partner’s vehicle was booked in for a standard service and was returned with a fault that did not exist beforehand. Since collecting the vehicle, the heating system has been malfunctioning, blowing cold air even when set to maximum heat. In addition, the infotainment system has developed scratches, further diminishing the BMW ownership experience that we have come to expect from the brand.

What is most concerning is not only the fault itself, but the manner in which the matter has been handled. BMW Bryanston has advised that the vehicle needs to remain at the dealership for several more days to rectify the issue. However, no courtesy vehicle has been made available unless my wife pays a refundable deposit of R3,000 — an unplanned expense that she should not be expected to incur as a result of a problem that arose after the vehicle was serviced by BMW.

It feels as though my partner is being penalised for not wanting to pay a R3,000 deposit that was never budgeted for. As a result, she is expected to continue driving a vehicle in winter conditions where the heating system is not functioning correctly, despite the issue arising after BMW worked on the car.

To add to our frustration, we contacted BMW Customer Care in the hope that the matter could be escalated and resolved. We were informed that there was nothing further they could do. This response left us with the impression that neither the dealership nor the broader BMW organisation is genuinely concerned about the inconvenience and frustration being experienced by its customers.

This experience falls far below the standard of service excellence that we have historically associated with BMW. We have always believed that BMW takes care of its customers holistically and ensures that they leave satisfied. Unfortunately, this has been the exact opposite of that experience.

I respectfully request that this matter be reviewed urgently and that BMW provide a fair and reasonable solution that restores our confidence in the brand.