Window just explodes on BMW 1 series.

<p>To whom it may concern,</p> <p> </p> <p>This is the message my wife sent to the dealership this morning. All the details are in it.</p> <p> </p> <p>They are refusing to repair the vehicle and says it is an insurance problem. Note the car is new. The heating system caused the rear window to explode in traffic this morning. BMW are not interested in any way to take any blame or go an extra mile to assist her in any way.</p> <p> </p> <p>The dealer principle is obviously too busy or important to take the time to assist and resolve.</p> <p> </p> <p>We don't want this car. They must resolve this today or give us a refund. Paying for and driving a product the next 5 years with this kind of service and backup is scary.</p> <p> </p> <p>Please read below the mail my wife sent to them:</p> <p> </p> <p>Please note that your dealership in Clearwater mall does not understand the concept of customer service. I bought a BMW1 Series 2017 model from BMW Clearwater on 31 March 2017. This morning my back window made a huge noise and the entire window shattered and started falling off from the outside. This was reported to the Sales person at BMW Clearwater immediately before 08h00 this morning. The service manager, Kobus Coetzee, only bothered to contact me after an hour to let me know that I must bring the car back. I explained to him that I am not close to the branch and that I am scared to drive the car with the back window like that and he admitted that he does not want any of their personnel to drive the car like this either. So it was acceptable to him for me to risk my safety to drive the car like this? To me this kind mentality is questionable when it comes to the consumer. I am yet to hear from the Dealer Principle, it seems that he has better things to do than to deal with someone who is unhappy with one of their products. Clearly their customer’s safety and the source of this debacle was of no importance to anyone at this dealership. I received a call from Kobus again and he advised me that he made contact with BMW On Call and they notified him that this would be an insurance claim that I need to do. I need to speak to someone who will be able to explain to me how this would be my fault when there was no event that could justify an insurance claim. If these are the people you allow to represent your brand you are not far behind the Ford fiasco.</p> <p> </p> <p>Please can you advise me if this is the standard that BMW lives by?</p> <p> </p> <p>Regards</p> <p> </p> <p>Christine Robinson</p> <p> ********** </p>