BMW Bad Customer Service

I purchase my brand New BMW 118i 5DR A/T (F20) LCI in May 2015 at Joburg City Auto. Two weeks ago, on Friday (19 Jan), I was driving to work in Centurion on the R21. While I was driving, my sunroof exploded. I heard a loud explosion and suddenly chunks of glass fell on me from the sun roof. I thought that I was being shot at.

I then tried calling Joburg City Auto and the call was not going through. My husband and I then drove to the dealership and met with Zyad, the Workshop Manager. He told us to leave the car so that an assessor from BMW SA can come and evaluate the damage. The assessor was due on Monday (22 Jan) and he said that they would let me know of the outcome.

I did not hear anything from anyone at Joburg City Auto on Monday. On Tuesday morning I then received an email from Travis, the After sales Consultant, informing me that "Unfortunately we are still offline & our phone lines are down, therefore we are unable to proceed with anything". Then I asked if he could give me a response by 2 pm and he said "It is difficult to give you an answer by 14h00 not knowing if we will be up & running by then, our IT is busy trying to sort out the problem". I understand there was a problem but i also told him that i was frustrated without a car, i need to get my daughter to school and get to work. He then came back to me and said "We are unable to provide you with a cash quote as this is not motor plan or warranty relating, please contact your insurance to log a claim ". Furthermore, they couldn’t provide me with the assessment report and I was told that they spoke to the assessor over the phone. Who assess a car over the phone? From this result, I can clearly tell that Joburg City Auto and BMW SA are not willing to assist.

Only on the 28th January did the BMW SA assessor arrive and inspect my car. Nireen’s attitude was disgusting, he made us like we were interrupting his busy schedule. He was arrogant and negative. I do not understand why I should claim from insurance if I was not involved in an accident, this is purely a manufacturing defect, please can somebody explain why this is not covered by BMW’s insurance. During the two weeks, Joburg City Auto couldn't loan me a car.

This is not the first time this has happened to BMW. We made our own investigations and came across the same occurrence, See the link below: http://www.khou.com/mobile/article/news/local/bmw-driver-stunned-by-shattered-sunroof/ ********** 94885