BMW Sandton, BMW Rustenburg & BMW South Africa negligence and terrible customer service

This post is to raise awareness of the negligence on the part of BMW Sandton branch and subsequent terrible customer service experienced by BMW Sandton, BMW South Africa an BMW Rustenburg

On the 25th November 2022 +- 6pm, after refueling about 3km from my residence due to a long distance trip we were meant to have on the 28th November 2022, about 1km from my residence I got a "Drive chain Mulfunction warning" on my BMW X1 purchased from BMW Sandton which resulted in a significant loss of power. I managed to drive very slowly back home and resolved to call BMW Sandton on the fault in the morning as they were closed already.

On the 26th November 2022, I called BMW Sandton before 9am, explained the fault and our situation relating to our trip and they booked the car in saying they will try their best to look at it as they normally only do normal services on Saturdays. When I brought the car in just after 9, I requested a loan vehicle as I was scared the vehicle wouldn't be ready and I expressly explained I want a full check done as I am traveling with my wife, 3 year old baby and 3 month baby and I cannot afford to get stuck on the road. I even asked to speak to the service manager (was not available) but managed to chat to the warehouse foreman who asked for patience but will provide a view by 11am on the vehicle as they check all the vehicles booked in. I didn't get a call, so called by 12 as the branch was closing at 13 and managed to speak to the foreman again, he mentioned the fault was clear and ALL that was wrong was the car needed a software upgrade. I asked if a proper test was done, again, as I was traveling long distance and he assured me the car was fine and there were no other faults picked up. On that faith, I collected the car and drove a short distance the following day the 27th November 2022 and no issues arose.

On the 28th November 2022, we drove to Sun city +- 162 km from my residence. About 10km away from suncity, the car lost power in very hot conditions just after a rural area and the same fault appeared. We drove the vehicle very slowly and feared we would get stuck due to the very poor performance being experienced. We got BMW on call to assist and they were very helpful with organizing the vehicle to be towed from sun city as well as organizing a rental for our stay. They escalated the matter to BMW South Africa as a technical issue for investigation after explaining the circumstances of our complaint. This is when the lack of professional service issues arose.

After not taking leave for the most part of 2022, my family and I were expecting a relaxing holiday but it turned out to be an administrative nightmare purely on BMW Sandton, BMW Rustenburg and the investigator Melissa Chettys part from BMW South Africa's part. We had to wait for a tow vehicle to arrive so we could unpack our belongings, the tow vehicle only came around 7pm in the evening ( we arrived at Sun city around 12pm). After the vehicle was towed, we got no confirmation that the vehicle arrived at BMW Rustenburg. From the 29th November 2022 to 1st December 2022, we tried numerous times to get a hold of not only BMW rustenburg to get an understanding of what was wrong with the vehicle bit also BMW Sandton as to why the vehicle was released. We got on than one occasion feedback that the managers at Santon and Rustenburg were going to contact us immediately, but we only got feedback from the manager at Rustenburg on the 30th after we called numerous times complaining about not getting feedback and the Manager of Sandton (Gelma) only called on 1st December post our complaint to BMW Sandton. Although he was pleasant to speak to on the phone, he advised he was never made aware of our numerous calls and confirmed there were faults picked up when diagnostics were run and did not know why we were allowed to take the vehicle. This for me is pure negligence, as we have motor plan (+-R46k) and were able to adapt to alternative transportation and only took the vehicle as the Forman confirmed the car only needed a software upgrade. To add to this, once we completed our holiday and brought the car into BMW Sandton, further faults were picked up!!! Begs the question why do they not so a thorough check. I hate to think of the possible outcome of us getting stuck with my infants in the searing heat and unknown location. BMW South Africa as just as bad, Melissa Chetty from BMW South Africa called a few times to check up if the vehicle was ok, but as lead investigator we expected more an investigation and feedback on her findings. We explained to her we do not believe we should be put out of pocket as this is a fault due to negligence on BMW Sandtons part which she mentioned BMW South Africa do not compensate for these sort of occurrences and the Branch (Sandton) would need to make the call. On speaking to the Branch manager at Santon, he mentioned it is BMW South Africa who can make that call. After her last call, I was highly annoyed at this point and pointed out that I was not really sure why as an investigator, I need to be making follow up calls to get information on what occurred and why she only calls to check up. I asked her her seniors details which she only provided after notifying me that BMW were closing the investigation.

Overall, BMW Sandton, BMW rustenburg and BMW South Africa have terrible customer service and people should be very weary when purchasing vehicles from them as they are only interested in their bottom line and nothing else.