BMW SOUTH AFRICA CUSTOMER SERVICE SUCKS!!

I write regarding OUR BMW X6 M50d, registered under Torres Logistics (Pty) Ltd, currently at BMW Menlyn following a breakdown approximately three weeks ago. The vehicle was recovered by BMW Roadside Assistance after suffering a complete roadside failure and was transported to BMW Menlyn for diagnosis under the vehicle’s active BMW Motor Plan / Full Maintenance Plan coverage. Subsequent technical findings communicated to US include: • Collapse/failure of the high-pressure turbo  • Metal filings/shavings found in the oil system and filter  • Low oil pressure warnings  • Further inspections requested by BMW SA Technical, including borescope examinations and intake manifold removal to inspect cylinder bores. Importantly, I must place on record that approximately one month prior, during the vehicle’s last service at BMW Johannesburg South, I reported abnormal oil consumption concerns. At that stage, no fault could be identified. Given the current findings, it now appears possible that an underlying failure condition may already have existed at that time. At present, the vehicle has now been unavailable for approximately FOUR weeks, with no conclusive repair direction, no confirmed timeline, and no formal mobility solution in place. As this is a business vehicle used extensively in the operation of Torres Logistics (Pty) Ltd, the ongoing lack of mobility is causing significant operational prejudice and disruption to cross-border business activities, including travel into Mozambique. I therefore respectfully request urgent assistance and formal clarification on the following: Confirmation of BMW South Africa’s technical decision regarding the vehicle:  • Whether the repair will involve turbo replacement only, or complete engine replacement;  • Whether the warranty / Motor Plan claim has been formally approved;  • Estimated parts availability and expected repair completion timelines. Immediate provision of a suitable BMW replacement mobility vehicle of similar class and capability, pending completion of repairs. Written authorization permitting cross-border travel into Mozambique with the replacement vehicle, given the operational requirements of my business. I fully appreciate that technical investigations must be completed correctly and responsibly. However, considering the premium nature of the BMW brand, the Motor Plan coverage in place, and the extended period already elapsed, I trust BMW South Africa will appreciate the urgency of resolving both the technical and mobility aspects of this matter without further delay. This email is sent in the spirit of constructive and professional resolution, and I remain hopeful that the matter can be concluded promptly and amicably. this is BMW SA REPLY: Please note that courtesy vehicles are provided by the dealership and are subject to vehicle availability. Additionally, due to processes and parameters, courtesy vehicles may only be used within the borders of South Africa as the insurance company will not issue a border letter for a non-owner of the vehicle. Should an incident occur while the vehicle is outside South Africa, the dealership will bear liability. Furthermore, please note that we do not handle border letter requests, and Customer Care is unable to advise or provide guidance on this matter. I believe you have already informed the customer accordingly in your previous email. We understand this may not be the outcome you were hoping for, but there is nothing we can do to assist in this matter.

Please note that no mention as to a repair timeline, complete ignorance to the fact that we have been without a Director's transport for almost four weeks.

If this is the customer support that BMW South Africa are prepared to offer a customer that has a vehicle well over the R1.8million.

MR. PJ VAN BINSBERGEN - as CEO of BMW SA. Your attention is being drawn to this poor customer service delivery.

Disgusting, NEVER EVER will we purchase another BMW in South Africa.