BMW Canal Walk / SMG Cape Town Poor after sales experience & customer service

It is with much sadness and disappointment with the BMW brand that I have been put in the position to have to revert to poor publicity in order to get a reaction out of BMW canal walk service department clerk, Eunice and the manager, Rashar.

As with most BMW one series, the fuel injectors get blocked or break resulting in a "drive train error" message being displayed. I know as it is what Happened with my previous model too as well as fellow drivers with which I have spoken to.

On the 9th of May 2019, my car was sent in due to a drive train error message. Many parts where replaced in order to get the drive train error not to read, however not the fuel injectors. My car was returned to me after two working days. Exactly one month to date, the same drive train error message came up with the car displaying exactly the same symptoms.

I booked my vehicle in once again, informing the mechanics of what the actual problem might be - a faulty fuel injector. I requested that they please identify and replace the actual fuel injector that was faulty and not just flush it out as previously done and my vehicle was apparently driven by the mechanic twice. Via a phone call, it was confirmed that fuel injector 4 indeed was the culprit and that they will be replacing it. No other errors where mentioned.

It is halfway through day two (31 hours) of BMW canal walk having my car and I luckily thought to make an inquiry phone call to find out when the driver will be picking me up for collection of my vehicle. Only to have the sales clerk, Eunica inform me that I will only be receiving my car back on Thursday end of business (4 working days later) due to the foreman not being able to manage the workflow and the efficiency of his mechanics on the workshop floor. Surely a car that was the first vehicle to be booked in on Monday morning should be prioritized to be sent out before other booked in vehicles? I have to now push out an upcountry work trip due to not having a vehicle to travel in which was brought to their attention upon vehicle check in Monday morning.

It is a shame that these days car mechanics and workshop foreman only do what computers tell them to and do not use their mechanical s****s and experience within the car repair service business to make a complete assessment of the vehicle like they used to before technology took over of logic thinking.

BMW Canal Walk - through poor process management and work scheduling methods or even lack thereof, you are turning a once loyal BMW brand ambassador into a non believer. In an economy and country where retail competition is rife, you should be focusing on customer service delivery with the goal of leaving each customer with a good experience no matter how small the job or interaction.

Still awaiting a returned phone call from the BMW Canal Walk service manager, Rashar.