[MinnyX7]

I have had all the same minor issues as a lot of people - primarily iDrive and CarPlay not working well together. However, I noticed after a few weeks that my passenger A/C was not working. The fan works fine, but it would blow air temperature air through the vents no matter what I tried.

I scheduled service and I couldn't get in for two weeks. I brought the car in at ~10 am on 7/22 and when I called about 4 pm I was told that they hadn't even been able to look at my car yet. My dealer's customer service is a whole other issue and mine to deal with, but it's increasing my anger.

When they got to it the next day, it took them forever to find an issue. They kept delaying until Thursday 7/25 they told me that they found a defective part and would need to order a new one. On Monday 7/29 I call them (not the other way around) and I'm told that they can't find the part ANYWHERE IN THE WORLD due to supplier issues, so they have to ship an entire assembly from Germany and take off a single part. Delivery time of 8 days.

So this will be at least 17 days of not having my car, plus poor communication by the dealer.

This is my first BMW, has anyone else experienced anything like this? What is the protocol as a customer in running this up the chain at the dealership? I don't believe in asking for handouts, but is there some kind of standard for compensation in this situation?

Thanks for any help/replies.

[dmann33]

Originally Posted by MinnyX7

I have had all the same minor issues as a lot of people - primarily iDrive and CarPlay not working well together. However, I noticed after a few weeks that my passenger A/C was not working. The fan works fine, but it would blow air temperature air through the vents no matter what I tried.

I scheduled service and I couldn't get in for two weeks. I brought the car in at ~10 am on 7/22 and when I called about 4 pm I was told that they hadn't even been able to look at my car yet. My dealer's customer service is a whole other issue and mine to deal with, but it's increasing my anger.

When they got to it the next day, it took them forever to find an issue. They kept delaying until Thursday 7/25 they told me that they found a defective part and would need to order a new one. On Monday 7/29 I call them (not the other way around) and I'm told that they can't find the part ANYWHERE IN THE WORLD due to supplier issues, so they have to ship an entire assembly from Germany and take off a single part. Delivery time of 8 days.

So this will be at least 17 days of not having my car, plus poor communication by the dealer.

This is my first BMW, has anyone else experienced anything like this? What is the protocol as a customer in running this up the chain at the dealership? I don't believe in asking for handouts, but is there some kind of standard for compensation in this situation?

Thanks for any help/replies.

Sorry for your troubles. I don't think this issue has been shared before. You didn't say, but hopefully they have you in a comparable loaner. I used an X7 the other day while they upgraded my software. If not, ask for something as nice to drive (x7, x6, or something you like). That's to be expected. I doubt they have an x6 loaner, but I'd enjoy that. Enjoy putting miles on their car. Sounds like communcation/service could have been more precise.

I'm not sure what else could be expected, maybe they could have expedited the part. 8 days sounds lame. You could fire the dealer. If it drags out, you could always bargain for a new one (at a cost of course) and get an option you wished you'd had or at least a 2020. They can then use yours as a loaner whenever they get it fixed.

My biggest complaint would be if they had me in a 3 series or something. X5 at least, preferably equal or better.

my 2 cents ymmv

[jokinawa]

Originally Posted by dmann33

Sorry for your troubles. I don't think this issue has been shared before. You didn't say, but hopefully they have you in a comparable loaner. I used an X7 the other day while they upgraded my software. If not, ask for something as nice to drive (x7, x6, or something you like). That's to be expected. I doubt they have an x6 loaner, but I'd enjoy that. Enjoy putting miles on their car. Sounds like communcation/service could have been more precise.

I'm not sure what else could be expected, maybe they could have expedited the part. 8 days sounds lame. You could fire the dealer. If it drags out, you could always bargain for a new one (at a cost of course) and get an option you wished you'd had or at least a 2020. They can then use yours as a loaner whenever they get it fixed.

My biggest complaint would be if they had me in a 3 series or something. X5 at least, preferably equal or better.

my 2 cents ymmv

Ha. My dealership looked at me funny when I asked for a 7-series loaner. Said only 7-series owners get that. Did give me a 50i X7. Was nice to compare them.

[Shredder66]

Originally Posted by MinnyX7

I have had all the same minor issues as a lot of people - primarily iDrive and CarPlay not working well together. However, I noticed after a few weeks that my passenger A/C was not working. The fan works fine, but it would blow air temperature air through the vents no matter what I tried.

I scheduled service and I couldn't get in for two weeks. I brought the car in at ~10 am on 7/22 and when I called about 4 pm I was told that they hadn't even been able to look at my car yet. My dealer's customer service is a whole other issue and mine to deal with, but it's increasing my anger.

When they got to it the next day, it took them forever to find an issue. They kept delaying until Thursday 7/25 they told me that they found a defective part and would need to order a new one. On Monday 7/29 I call them (not the other way around) and I'm told that they can't find the part ANYWHERE IN THE WORLD due to supplier issues, so they have to ship an entire assembly from Germany and take off a single part. Delivery time of 8 days.

So this will be at least 17 days of not having my car, plus poor communication by the dealer.

This is my first BMW, has anyone else experienced anything like this? What is the protocol as a customer in running this up the chain at the dealership? I don't believe in asking for handouts, but is there some kind of standard for compensation in this situation?

Thanks for any help/replies.

This is typical of BMW service. They do the same to me. I bring my car in (X5M) and it sits for a day or two before they even look at it. Then to get parts is normally almost a week. When I had the Porsche Cayenne they had my car for a month waiting for parts from Germany. Welcome to ownership of a German car. Good luck. The X7 is beautiful, but owning the first year run they will have kinks to work out. I'm looking into getting the next year model. Seems like most love the car that have it.

[MinnyX7]

Originally Posted by Shredder66

This is typical of BMW service. They do the same to me. I bring my car in (X5M) and it sits for a day or two before they even look at it. Then to get parts is normally almost a week. When I had the Porsche Cayenne they had my car for a month waiting for parts from Germany. Welcome to ownership of a German car. Good luck. The X7 is beautiful, but owning the first year run they will have kinks to work out. I'm looking into getting the next year model. Seems like most love the car that have it.

Interesting that the standard is to not even get to it the first day - seems like they're following the old airline adage of overbooking.

I get that it's a new model car so there's likely to be issues like this where I unfortunately have to be the guinea pig. If a part's broken, it's broken and I don't think they're withholding it from me unreasonably. I'm just frustrated with how the process has been handled by the dealership - if you can't do anything else, do customer service well.

I didn't bring it up before, but they actually gave me an X3 as the loaner. To their credit when they brought it up and realized I had an X7 they offered to change it out, but I had no more time left to spare. Looking back I should have asked for a comparable car.

Thanks for the replies...

[Wild Blue]

Gee, really sorry to hear all this, MinnyX7 . This hasn't been typical of my experience with BMW dealers. Seems you have a real bad one. Go ahead--what is the dealer you're getting this from.

[dmann33]

To add- I made an appointment right at 6pm closing for the next morning at 10am. Granted it was just for software update. They said they wouldn’t have a loaner to run errands on short notice, but if they had a customer sitting in the lounge, they’d be working 100% on my car. They didn’t know if it would be 30 mins or 4 hours of updates.

Sat down and about 5 minutes later and they brought me an X7 (to my surprise). Called about an hours or so later that it was ready. They were all over it. I just need to have them stop calling me sir and having 2 people escort me and open my x7 door. Im in my 40s!

[MinnyX7]

Originally Posted by Wild Blue

Gee, really sorry to hear all this, MinnyX7 . This hasn't been typical of my experience with BMW dealers. Seems you have a real bad one. Go ahead--what is the dealer you're getting this from.

Well since Minny is in my username....it's BMW of Minnetonka in Minnesota.

I'm requesting an X7 for the remainder of my loaner period, we'll see how that goes...