[kitster]

Hi all,

Need some advice on the crap service I'm getting from my local dealer using the comp warranty insurance policy.

The car has an awful squeal when the car was only turning left (no brakes applied). Anyway they replaced:

Visit 1 (Aug 2017): Steering coupling was changed.
Visit 2 (Sept 2017): Steering Alignment because as the car was no longer going straight, after Visit 1.
Visit 3 (Nov 2017): Tie Rods replaced.
Visit 4 (Mar 2018): Rear Passenger Brake Calliper Replaced, apparently because it was sticking.

On Visit 1, I paid the £250 excess as per the insurance policy but on the Visit 4 I was told to pay the £250 again because they had changed a different component e.g. not the steering. But it was still to fix the original issue. To make matters worse after Visit 4, the fix has failed but now it's squealing in a straight line as well.

I just don't think the dealer has any idea how to fix this and has asked me not to give any bad feedback

[insanecoder]

Originally Posted by kitster

Hi all,

Need some advice on the crap service I'm getting from my local dealer using the comp warranty insurance policy.

The car has an awful squeal when the car was only turning left (no brakes applied). Anyway they replaced:

Visit 1 (Aug 2017): Steering coupling was changed.
Visit 2 (Sept 2017): Steering Alignment because as the car was no longer going straight, after Visit 1.
Visit 3 (Nov 2017): Tie Rods replaced.
Visit 4 (Mar 2018): Rear Passenger Brake Calliper Replaced, apparently because it was sticking.

On Visit 1, I paid the £250 excess as per the insurance policy but on the Visit 4 I was told to pay the £250 again because they had changed a different component e.g. not the steering. But it was still to fix the original issue. To make matters worse after Visit 4, the fix has failed but now it's squealing in a straight line as well.

I just don't think the dealer has any idea how to fix this and has asked me not to give any bad feedback

Is another dealer nearby?
At last resort..worth it to let a good indep to take a look to diagnose? then let the dealers fix

[robbiep]

Speak to the Warranty company or BMW GB. Make it clear that you are not happy about having to pay an excess twice because the first 'fix' didn't work. As far as you are concerned, it was ONE warranty claim, and should have been subject to ONE excess payment. As such, you expect the second excess payment to be refunded in full.
Explain that the fix STILL has not worked, and explain that you expect the work to be carried out, in full and competently, without you having to pay a further sum.

[rich100]

I'd keep the feedback card in your back pocket for now, keep the dealer on side and try to continue to progress the matter with them.

If you have not done so already i'd recommend be escalating this up to the dealer principle and copying BMW Uk if necessary to see what they suggest next.

This really shouldn't be your problem given that you have a warranty in place. It should be up to the dealer to properly diagnose, explain why their last fix has failed and advise what they suggest next.

[kitster]

Thanks guys. I've already raised a complaint to the warranty company. Customer services are checking with the claims team to why I had to pay the excess twice.

rich100 , I've yet escalating this one up to the dealer principle , as you say I just want the car repaired. If I got to another dealer, it'll be another £250 as it'll be a new claim. I'm based in London so plenty of dealers.

[Tengocity]

Was the squeal there always when turning left, irrespective of speed, or only when going quite quick? Or can you pinpoint better which part of car it's coming from?

I had a problem like this once ( though not on a bmw) and it drove me nuts, and eventually I realised that under reasonable lateral forces was exactly when it was happening and it was at the rear. Eventually after close examination I realised that the brake disc shield was slightly misshaped and it must have been touching the outer edge of the brake disc as lateral force built up. 5 mins with a hammer and some pliers sorted it!

[Tengocity]

I think it's odd that the dealer can't even be sure whether it's front or rear that's causing the issue. That alone would be added grounds to your point that their service hasn't been great.

[kitster]

Only happens when your turning at slow speeds, it's reproducible so I'm not sure why they are having so much trouble solving this.

[Watsey]

The fact that the dealer has replaced more than one component is irrelevant if the reported issue hasn't been resolved. It's one claim; one XS.

Sounds like the dealer is guessing. Given the sequence of events so far I'd escalate this; no question.