OUTRAGEOUS AND DISGUSTING SERVICE

INCREDIBLY DISGUSTING SERVICE AND FAITH LOSS IN THE BRAND*

To whom it may concern, I own a E92 M3 2013, currently under MotorPlan until 22 January 2020.

The vehicle was involved in an unfortunate altercation with a pavement on the 2nd of November 2019.

The vehicle was collected on the 5th of November 2019 and delivered to Auric Auto Panel Shop in Montagu Gardens Cape Town.

What has transpired since then between the Panel Shop and BMW South Africa in conjunction with BMW Germany is somewhat of a disgrace.

Firstly, the vehicle is still not fixed. A brief history of what has transpired is below.

07-Nov-19 Vehicle Collected and Transported to Auto Atlantic

12-Nov-19 Initial Repairs as diagnosed by Assessor and Auto Atlantic authorized

13-Nov-19 Repairs underway and drive shaft found to be replaced. I then started questioning the validity of diagnosis all around and requested the report

14-Nov-19 I receive the report, and I see a whole stack of parts missing, which I could see by crawling under the vehicle in my driveway and I raise this. Most substantially the sub frame which needs to be replaced

15-Nov-19 Vehicle stripped, again, after I had send pictures of the sub frame mount that was broken, And Melvyn agrees sub frame to be replaced (the accountant - me! has to tell the expert what is wrong???)

25-Nov-19 I follow up on the arrival of all parts, situation remains the same of parts arrival week of 29th and repairs to be completed week of the 6th of December

28-Nov-19 Side Shaft and guide arm have not arrived and Melvyn says will check tomorrow (29th)

02-Dec-19 I had to follow up, again

02-Dec-19 Received "Good afternoon,

Pardon the delay in response. The Monday morning rush has been extraordinary today.

We are busy with the suspension work currently.

BMWSA informed me that they are having major problems with supplying of the driveshaft so we may have to revert to an alternative with the particular part. I will let you know about this matter.

Otherwise all is well.

Thanks,

Melvyn " 03-Dec-19 I follow up again

03-Dec-19 "Matthew,

Not even the suppliers to BMW have stock available and no indication of time for when it becomes due for manufacture

A decision was taken to have the damaged part refurbished at the Epping factory

We are working to still complete repairs by end Friday 6th

I will confirm the time with you when available (after final checks and inspections)

Regards,

Melvyn " 04-Dec-19 I get told that we cannot refurbish the part, and that there is no real other option now. I escalate to Sharief and BMW SA

CURRENT STATUS Still waiting

*I NOW BELIEVE THE FOLLOWING!*

Part number *** is NLA Part number *** is not flown by BMW Germany so will take roughly 3 MONTHS TO ARRIVE.

Let me explain why this is a problem

1) A fairly new, high performance vehicle, CURRENTLY UNDER MOTORPLAN SHOULD HAVE NO DISCONTINUED PARTS 2) Communication and events that transpired with one of your dealerships was an absolute disgrace 3) During the time that this takes to resolve my MOTORPLAN EXPIRES - Who refunds me for this loss of cover????????? 4) What do I do without a vehicle for 3 months (+the 1 month I have already not had a vehicle)???? 5) I have owned BMW's of all caliber and age, and currently WAS the proud owner of 2 - how does this incite any confidence in your "PREMIUM" Brand 6) My after sales experience over the years has gone from bad to worse, and the only thing that BMW really has going for them currently is the driving experience - what a sucker I am!?!?!?!?!

For reference of the people assisting me Melanie Arendse (Parts Manager) - she has been really helpful

Dealership Sharief Reynolds (GM) Melvyn Abrahams (Estimator)

BMW SA Reference Number (Still awaiting feedback) *** - phoned in and spoke to Themoso

I have also emailed *** (Still awaiting Feedback) yesterday

VERY DISSATISFIED AND VERY DISAPPOINTING