Bmw will not assist and leave you in unsafe areas!

Good day,

Trust that you all are well.It is with great disappointment that i write this email.I have been a BMW owner for many years and the service i received today from BMW SA was the worst service i have ever received.Staff at BMW SA are unhelpful and *********** their attitude feels as if they are doing us a favour.I have left a message to be called by the customer care head Ashailan Moodley who has not even bothered to respond or return my call.This is what occurred.

I have been away on business i got a call from my wife on the 25/08/2019 informing mw that there ia a message displayed on the on board screen on the vehicle indicating that the collant level is low and the car must not be driven.I informed her to get her sister to take her to buy coolant at the Shell garage she bought it and filled a litre of coolant on Monday morning and drove the vehicle to work.She arrived at work and was worried asked me to call our service advisor at BMW SUPERTECH,Malcolm Charles who has been copied in this email.I called Malcolm and informed him what had happened and also informed him that the vehicle also displayed a message saying drive train failure but we could still continue driving.Malcolm advised me that if the problem persists then my wife should immediately call BMW on call who needed to tow the vehicle into the dealership as the vehicle cannot be driven as this would cause extensive damage to other components,this is common sense.

Today on her way to work the message agin came up informing her that coolant level was low after she filled coolant to the maximum.My wife pulled over to an area that is considered dangerous and called bmw on call and explained to them the problem.BMW on call refused to assist my wife and told her that she should drive the vehicle to the nearest dealership,eventhough the vehicle was overheating.Please also bear in mind that my wofe was in Amanzimtoti and the nearest dealership,SUPERTECH is in Edwon Swales which is the opposite direction.

My wife was frantic and traumatised as the spot where she pulled off was the same spot she was victim of a smaah and grab in 2014 where our bmw 1 series front window was smashed and her bag ******.amy wife drove to her workplace and called me and informed me what had happened.

I called BMW on call and was also informed that they could not assist and was told that the vehicle needed to be driven to the nearest dealership.I requested to speak to a manager and was told he was busy then told he was on another call and then told he was not available i requested to speak to another manager and was told there was no other manager available.

I called BMW SA customer care was greeted by a rude woman who refused to put me through to a manager or give me her name.I then called BMW SA reception and was put through to the directors line after explaining the receptionist my problem.I spoke to Felicia from the directors line who assured me that she would assist and promised to call me back but did not do so.

I called Felicia again and she then connected me to James from the BMW ON CALL he was rude to me and i was rude to him in return,he stated that he would not help me.Felicia requested the contact number for my wife and confirmed that she would resolve the issue.Felicia called my wife and my wofe called me and informed me that Felicia called her and she wanted my wife to drive the vehicle to the nearest dealership,this is after i told Felicia that the vehicle is over heating and the service advisor informed us that the vehicle should not be driven but towed.My wife also expressed her disappointment with BMW who were forcing us to drive a vehicle that is over heating to a dealership.Who will fit the bill if the engine fails and needs replacing or further damage is caused by driving it resulting in consequential damage?

Also what happena if the vehicle fails whwn my wife is travelling home this evening and the vehicle stalls in an unsafe location???

I called Felicia at 13:30 and she was not available.Felicia called me at 14:00 informing me that they could not assist me and we must book the vehicle in at the nearest dealership.I was really upset and disappointed as the service i got from BMW SA was pathethic and nobody was apologetic and went beyond to assist.

I now write to you the ceo and Ashailan the head of customer care for your urgent intervention into this matter.I can assure you that if the vehicle is damaged as a result of my wife being instructed to drive the vehicle in its current condition then i will take the necessary legal action against BMW SA.Also be aware that should the failure of the vehicle result in my wife's safety be affected as well i will take legal action against BMW SA as i have done my part,i have spent the entire part of the morning as well as this afternoon pleading for assistance which has fallen on deaf ears and BMW have not assisted.

I have copied in Wendy knowler from consumer watch as well as a reporter from the Sunday Tribune newspaper to possible write a story on this.I have purchased this vehicle new and was assured that the service provided with this vehicle such as BMW ON CALL gave us peace of mind but this is not the case and i want other customers especially woman to know that buying a BMW is a bad decision cos if you have a break down or need assistance BMW will not assist and might leave you for dead where you are.My interaction this morning were all with woman and not one of them even thought what would happen if they were in my wifes shoes...I would really like to wish this on them then maybe they would be more helpful and assist customers.

Should you require any further information i can be contacted on mobile number *** or this email address.

Regards Kreban Govender