Unsatisfactory Repair or Rogue Service Consultant

In April 2023 I collected my new Mini Cooper SE on BMW Select Finance from Mini Northcliff. A condition of this contract is Insurance through a BMW Certified and Insurer and Auto repairer (take note)

In November 2023 a vehicle reversed into oncoming traffic and collided with me damaging my front headlight and bonnet to which I was referred to (LMG) BMW ARC in Montana.

The repair took an extended period of time, but this is not my complaint

I collected the vehicle in June 2024 where the display noted "vertical headlight control failure". I raised this with the dealership and was informed that due to a new control module being installed, BMW Service will reset the settings to make it work correctly

My vehicle went in for its first service since the repair in January 2025 and upon collection I had a very unpleasant experience with one of the service consultants. Some key points of our discussion where as follows:

1. She was voiding the warranty due to a substandard repair 2. I objected stating the same dealership, LMG BMW ARC certified had conducted the repair, and this could be resolved before she suspends the warranty 3. I requested clarity to the exact items that were substandard to which we walked and a photographed the items 4. I requested she reconsider this drastic move. but was ignored

In summary the items were limited to five photographs which included touch up paint to new bolts or replaced parts and the aforementioned headlight.

At this point time my very unpleasant experience began which can be summarized as follows:

1. I had to take the vehicle from LMG BMW to LMG BMW ARC (This is not ironic but a fact) to get the five photos repaired by the same dealership 2. LMG BMW ARC then took the vehicle back to LMG BMW and confirmed all the issues were resolved 3. Warranty was still not reinstated as promised 4. I then got executives involved being Aldo (ARC Executive) and Stuart (Dealer Executive) who stated they will resolve 5. In February 2025 I received correspondence from Stuart confirming that the Warranty will be resolved soon making me consider this matter closed.

Unfortunately, in hindsight this was only a message sent in light of the prospect of me buying a new mini which became evident when I could not book the vehicle in for its Service in December 2025 due to a voided/suspended warranty.

I then started the whole process all over again of engaging with both LMG BMW and LMG BMW ARC to which the essence of the issue came to light:

1. According to LMG BMW ARC the headlight was replaced new but is not responding to the controller. Thus, they paid for a new headlight from BMW which does not work and BMW must resolve the defect 2. According to LMG BMW they can't initiate the Warranty Claim on the defective headlight because the warranty has been suspended (take note, that they suspended the warranty in the first place)

In the end while LMG BMW plays internal politics, the customer suffers. When placed in simple facts this is how poor this situation is:

1. BMW Finance requires you to be insured and repaired by a BMW Certified Insurer, which I have done 2. The repair done by the BMW "Approved Repairer" is unsatisfactory according to the same BMW which owns the repairer, then, they suspend the warranty on their own work 3. The client who paid for the vehicle, paid for BMW Approved Insurance and paid the BMW Repairer now has a vehicle without a warranty and is expected to resolve this problem themself without any ownership from the BMW that caused the problem

My vehicle is now due to be returned on its Select Finance package but in its current state I will pay penalties on the amount due to the Suspended Warranty.

NB* Note the headlight in question costs around R80 000

Please BMW. It's not fair the customer suffers due to your internal politics. I have done everything required of me however am suffering the consequences of your inefficiencies.