Lost Tow Cover

As I write this article I am utterly disgusted at being a part of the BMW brand. Customer service clearly isn't the key word here right from the dealership all the way through to the head office.

My vehicle was towed into Sandton Auto on 29 Nov 2017 for a leak which needed to be investigated. Upon delivering the vehicle the towing company handed the vehicle to Sandton Auto who received the vehicle and acknowledged that all items were present in the car. I then waited for what felt like forever for the service advisor to let me know what was going on. Seriously someone needs to investigate the service in this dealership. Its terrible. Eventually when I received the vehicle after a week I saw the tow cover was missing in the front and could not be located in the vehicle.

I then called the dealership whom I was not able to get the service advisor for 2 days whereby I then asked to speak to the service manager and was told there is no service manager but I could speak to customer services (Michelle Wools) who then told me she would follow up on the tow cover and get back to me in the hour. Guess what - nothing, no callback.

I then called back the next day to speak to Michelle who said to me she would come back to me again within the hour. Guess what, no call back.

I then logged a query ref ********** 986 with BMW South Africa to get feedback and had to chase up with the person only to be told that the dealership does not have the tow cover and they don't liaise with the towing company.

When I called Michelle again to query why the towing company provided me the slip to show that the vehicle was signed in with the tow cover she said to me that the receptionist signs the vehicles in so its not their problem if there are parts missing however the form clearly states you acknowledging receipt of all goods and parts.

My issue is this - Is this the type of service we are providing to customers of your brand and do you expect customers to just be okay with this?

I was never a BMW fan however I at least prided the fact that they treat customers with respect however I am appalled at the level of incompetence with this matter and how flippant everyone is.

Its simple, the tow cover was handed over with the vehicle. Sandton Auto received it and signed for it. They misplaced it and should replace it.