Poor BMW service

Dear BMW Customer Service Executive,

I want to register a complaint about the exceptional poor service that I have and still am (as my vehicle has still not been returned after 11 days) receiving from BMW Sandton.

My wife’s BMW X3 was booked in to investigate a technical error warning on Wednesday 16 May 2018, since when we’ve received very poor services that we are not accustomed to from BMW (having been clients for last 15 years). Our frustrations: - I dropped of the vehicle on Wed morning and BMW Sandton and was promised that a service consultant would phone me later in the day with an update (which has been the experience for 15 year for a BMW service) - by Friday morning, 2 days later, we have still not received a call from anyone from BMW Sandton. My wife then called and was promised that the service consultant would phone her back. This never happened. She called back again later during the day, just to be told (again) that the consultant is still not available but will call her back. The service supervisor called back later but didn’t have details on the issue, again stating that the service consultant will phone back ASAP to explain the issues with the car. The service consultant again didn’t phone back and only when my wife phoned back again late afternoon did she manage to get hold of the person. - feedback late of Friday (after 3 days with the vehicle at BMW) was that the delay was with BMW SA. Why does it take so long for an analysis and approval of replacement parts? - on Monday (day 6 without the car) we were told that it would take another 8-10 days to fix the car as parts have to be ordered from Germany. This seems ridiculous and surely there must be something seriously wrong with your procurement and/or replenishment process! - given the long delay we requested assistance by way of a courtesy car on Monday 21 May. On Tuesday (day 7 without the car) we were informed that this can’t be provided due to our vehicle being older than 2 years. Where did this come from? When we took out the (very expensive) warranty extension it was definitely not mentioned to us that certain services are not available due to our vehicle being older than 2 years. Please refer me to this disclosure and clause in the warranty contract? - currently it is costing me two Uber trips every day to the office and back, as I don’t have an alternative option. All this because of BMW’s poor procurement process and unwillingness to offer a courtesy vehicle (neither which was disclosed in the warranty contract). - I contacted BMW SA Customer Services ********** on Wednesday 23 May 2018 about the poor service and my concerns and was told that they would resolve withing 24-48 hours. It is now 108 hours (4.5 days) since their automated response and nobody has phoned me or tried to resolve or intervene. - the service consultant has also not made contact again since my wife phone him last Friday (18 May), so still no progress report on when the vehicle will be fixed. Counting down Uber trips and costs!!

Extremely poor customer service from BMW. I can't afford these delays and such poor service in my life. I'm at the point where I'm leaning towards not buying another BMW ever again and as far as possible will influence people around me to not so either.

Please don't ask me for contact details - I suggest you check with BMW Sandton and your customer service email first.

Very unhappy customer.