BMW SA - Leaking Roof - Absolutely shocking customer experience with a 4 series purchased last year!

In March 2017 I purchased my vehicle from SMG Durban and the sales person was Kyle Raffle. The model of the car is a BMW 2015 420i M Sport Convertible. I understand SMG had sourced the vehicle from BMW SA. - About a month or so after purchasing the vehicle, I noticed that the vehicle roof was leaking with water coming inside after rains and I advised Kyle of the defect, advising that I would monitor the situation. - In November, after experiencing heavy rains in JHB, I advised Kyle once again of the issue with the leaking roof and further advised Kyle that I would be driving home to Durban for the December holidays where I would book the car in for service when it was due and also request that they as SMG Durban attend to resolving the issue with leaking roof. - When I was the Durban I was told that my car could not be fixed at SMG as their repairs were closed for the Xmas holidays and they requested I drive the vehicle back up to JHB as I needed to resume work and be mobile. SMG had diagnosed the vehicle and undertook to assist me with the back-end admin with whichever dealership I chose to take the vehicle in to, for fixing of the roof. They also undertook to assist me with a loan car. - In February 2018, I took the vehicle into BMW Melrose Arch for the repairs on the leaking roof and received the a courtesy car which I had been arranged by SMG Durban. My vehicle was gone for about 3 weeks for the repair work. - Upon receiving my vehicle back, a week later when it rained I realised that the roof was still leaking in exactly the same manner as if no work had been done. I immediately advised the BMW Melrose Arch and wanted to take the vehicle back. - I was then told that there was no courtesy/loan car for me and that BMW Melrose Arch would be merging with BMW Sandton Auto and as a result, no repair work was being taken by BMW Melrose Arch. I have not heard anything since from BMW Melrose Arch and as you will see in the email below, I have been consistently contacting them and they have handled my case in an utterly disappointing manner. I also reached out to Kyle Raffle at SMG Durban and he has also not of been much assistance. This matter has been handled in a an absolutely poor and unacceptable manner. Every time it rains my car gets filled with rain inside which is compromising the integrity of the vehicle inside and is damaging the interior. This is a factory / manufacturing default which should have been long resolved and I am absolutely dissatisfied with the customer service which I have received from both BMW Melrose Arch and SMG Durban.

I reported the matter to BMW Head Office in May 2018 who advising me to take the vehicle into BMW Sandton Auto for assessment. In June 2018, I was advised to take the vehicle in and it was booked in for repairs. It has been a month now, today being 23 July and my vehicle is still at BMW Sandton Auto. I have not received any regular updates and instead I am the one who is consistently following up. I have been made to change courtesy vehicles twice in this space of time and I am now forced to drive a vehicle which is branded Sandton Auto with stickers of "how is my driving" branded on the vehicle. This has been another very inconvenience created by BMW to myself and work/personal life!

Today I called BMW head office once again requesting a status update and they have passed the matter to some one at BMW Finance. I am tired of being sent from pillar to post and the dealership has only responded with some blasé response about the vehicle without even having the decency to call me for a full update as I have requested.

This is absolutely shocking customer service and I will never buy or believe in the brand ever again. Customers please be aware of such issues and how they will be handled by the dealership and even the head office.