Complaint

Hi all,

Firstly Jessie did not read any emails because all he refers to is MBW will not be able to pay. None of my emails have been responded to. I asked for call recordings and he refuses and tell me to speak to the legal department. I mentioned to him that he has not tried to get an understanding of the complaint but rather straight into the decision that BMW will not be paying and that I must deal with the regional manager and Cedar Isle. Can I please be allocated to someone else who is willing to assist and not cut me off at every attempt to raise issues (listen to the calls for evidence). He is defensive and lacks customer service basic principles. A response is still outstanding……..

Regards,

From: Mogopodi, Mogomotsi Sent: 05 October 2017 2:06 PM To: ********** ********** BMW SA Group Motorplan ********** Cc: ********** ********** Subject: RE: Ongoing problem- Ref ********** 103

Good day,

I have just called and spoke to Temoso who was friendly however couldn’t help because Jessie was not available (again) to discuss any issues relating to this complaint.

Regards,

From: Mogopodi, Mogomotsi Sent: 05 October 2017 1:31 PM To: ********** ********** BMW SA Group Motorplan ********** Cc: ********** ********** Subject: RE: Ongoing problem- Ref ********** 103

Good day again,

I called BMW last week and on Tuesday 3rd October and was informed that my complaint has been escalated to a senior complaints specialist - please check call notes for reference. I was also informed that I will receive feedback (call and or email) "soon". I asked the agent I spoke to as to what the BMW customer response SLA is which he confirmed at 3 days to revert to customers. Unfortunately that hasn’t been the case because my initial was the 28th September and phone call on the 22nd September. This excludes all other conversations preceding these email. I literary am dumbstruck at what is happening here - If it means BMW is not willing to engage then I would rather have a response confirming the fact that there is no intention to engage instead of total silence.

I also have not received returned/bounced emails which means that they are landing on your mail exchange and someone is getting these emails and reading them.

Regards, M Mogopodi

From: Mogopodi, Mogomotsi Sent: 03 October 2017 6:14 AM To: ********** ********** Cc: ********** ********** Subject: Re: Ongoing problem- Ref ********** 103

Good evening all,

Okay now....The silent game is going overboard now- This is not funny anymore.....Can someone please get hold of me with regard there issues listed herein.

Regards,

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On Mon, Oct 2, 2017 at 4:22 AM +0200, "Mogopodi, Mogomotsi" ********** wrote: Good morning,

Since we have received a response as yet (not even an automated email message confirming receipt of my complaint) I realized that I had left out two crucial items on the below - well one would hope with all the BMW Technology and s****ed technicians they should be able to figure out all these issues. 1 - I have to top up engine oil by two pints in-between services. I have raised this before and it’s been noted the Job cards however I have never had resolution. 2- There is a significant loss in power when the AC is on - still no resolution

Thanks and regards, M Mogopodi ********** 799

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On Thu, Sep 28, 2017 at 8:13 PM +0200, "Mogopodi, Mogomotsi" ********** wrote: Good day, Please find attached email correspondence, job cards, and Service tax invoices. I am of the understanding that Vinceno escalated this case to Jessie because its beyond his accountability. I have spoken to the dealership and they referred me to BMW and BMW customer services are tell me about the motor-plan department. The motor-plan department is separate from the customer services??Really! So which area should I be talking to and I was also told that customers do not engage directly with the motor-plan department. For reference there is a call recording where I unpack the detail of my issues to Vinceno. The purpose of this email is to bring to your attention challenges with your service. The experience with this car has been horrible to say the least. I have never had so many mechanical issues (especially with a brand that sets itself as premium compared to the market) as I have with BMW compared to the other German brands and yet your complaints and motorplan departments see nothing wrong with my concerns. I have averaged one service a month over period of 11 months. There wasn’t a month where I could just drive this car with no issues arising. In addition to this, the dealership kept the car on average for 2-3 days for the issues to be resolved. To this with all the attached evidence BMW has never come to me to make arrangements to understand what the root cause of all these issues are, and what are the possible ramifications should the issues have exacerbated like the ford Kuga's. How does a car (German quality) that has passed your QA process have; loss of power when there is rain of water puddles, high revs when driving in the rain, engine oil leak (three times), door lock malfunction, drive chain malfunction, brake malfunction, cruise control system malfunction, steering column replacement and now a gearbox oil leak!. All of this within 11 months! This is a defective product which continues to fall apart. What else should I expect. I doubt this is a first time therefore there should be an existing process that is followed internally for issues such as these. There are two issues at hand and at this point there could be a dozen other issues that I will experience in the near future. The two issues pertain to the report attached of the 21/09/2017 about brakes and the gearbox sump leak. My frustration is that as per below from the dates listed that this car has been at the dealership 10 times in 11 months yet now the dealership refuses to repair the two parts under the return /poor workmanship policy. This car has seen all the service bays at cedar isle and they have confirmed that the oil leak doesn’t look recent (I have an independent view that supports this too) however now that I am out of motorplan no one between BMW or the dealership are willing to take responsibility for the fact that the issues from the 21/09/2017 are related to the other issues submitted before. The dealership has offered a R3000 voucher towards the R19 964 however from their feedback apparently BMW motorplan refuses to consider any of their motivations which they have submitted. For every time this car was jacked up 3 meters in the air to conduct all these services no one saw the oil leak or they merely left it out until I raise it as a customer. I would assume that would be true especially when I raised a brake noise 11 times yet none of the technicians found anything until I brought back 10 months later with actual facts of the problem. At this point I have no faith in the ability to combine both technology and traditional servicing methods to do the basics to root cause analysis and eradication. 15/09/2017 -- front brakes noise 19/07/2017 --- front brakes noise at slow speed 11/07/2017 ---front brakes 25/05/2017 --- rear brakes 25/04/2017 ---- Brakes 04/01/2017 ---- 2016 14/09/2016 -- front brakes noisy brakes 31/08/2016 --- front squeaking brakes 12/10/2015 --- front brakes Regards, M Mogopodi ********** 799 From: ********** ********** Sent: 11 July 2017 9:26 AM To: Mogopodi, Mogomotsi Subject: RE: Ongoing problem Good Day Mogopodi Mogomotsi Thank you for contacting the BMW South Africa (Pty) Ltd Customer Interaction Centre. With regards to your email, kindly provide me with your ID number and vehicle registration number for verification purposes. Please provide more information regarding your ongoing problem as your attached video was blocked from loading because it may contain prohibited content to our IT policy. Kindly be advised that your BMW case reference number is ********** 689. If you have any additional questions or require further clarification, please do not hesitate to reply to this email. Kind Regards

BMW Group Financial Services Miss Michelle Smit Joint Customer Interaction Centre Customer Relations Consultant 1 Bavaria Avenue, Randjespark, 1685

Postal address: P.O Box 2955, Pretoria 0001

Tel: ********** 000 Web: http://www.bmwfinance.co.za/ ----------------------------------------------------- Registration number *** This e-mail and its contents are subject to the BMW Financial Services (South Africa)(Pty) Ltd Email Legal notice and information available at http://www.bmwfinance.co.za/terms.html

BMW Financial Services (South Africa) (Pty) Ltd is an Authorised Financial Services and Registered Credit Provider (NCRCP2341).

Board of Directors: C Kalinke* (Chairman), L C Prevost (Managing Director), A M Koser* (Finance Director), T J Abbott** (Director) *(German), **(British) ----------------------------------------------------- ________________________________________ -----Original Message----- From: Mogopodi, Mogomotsi Sent: 11 July 2017 02:18:57 AM To: customer.reply Subject: Ongoing problem

Good day, Please see attached video of an ongoing problem that has not been resolved after numerous issues presented. Regards M Mogopodi Get Outlook for iOS ________________________________________ Confidentiality The e-mail and attachments are confidential and intended only for selected recipients. If you have received it in error, you may not in any way disclose or rely on the contents. You may not keep, copy or distribute the e-mail. Should you receive it, immediately notify the sender of the error and delete the e-mail. Also note that this form of communication is not secure, it can be intercepted, and may not necessarily be free of errors and viruses in spite of reasonable efforts to secure this medium. Any views and opinions expressed herein may not necessarily be those of the Liberty group of companies. The aforementioned does not accept any liability for any damage, loss or expense arising from this communication and/or from accessing any attachment. ________________________________________ libdisc ********** 4