Dealer declining rust claim.

[driver100]

The worst Company for after sales customer service has to be awarded to BMW. They really don't want to listen to you if your having any problems with a particular dealer and will definitely not help to resolve any issues. Shady and shoddy.

 

[bbranger10]

agreed 100%

 

[bbranger10]

they are horrible at customer service

 

[wobbly]

I could not leave this as was....

So earlier this week I decided to send the General Manager at Brooklands a letter, setting out my disappointment regarding this problem, and to tell them I would no longer be using their services again.

What happened next was a total surprise, the very next day, I received a call from The Customer Services Manager at Brooklands, who had been asked to call me following my letter, but was already preparing to contact me, as he has been reading this thread !!!

Following a 20 minute phone call, and with the records for the previous rust repair have now been located. My warranty claim has been authorised, and my car is booked in to be repaired in the next couple of weeks.

The Customer Service Manager could have not been more apologetic, and had accepted, they had made mistakes.

To me this issue had become much more than who was going to pay for the repair, but actually how I was being treat by the dealer, I hope they have learnt from this.

One thing I have learnt is that the dealers, check on forums and read our comments, and are taking note.

 

[BTB 500]

Excellent result, very pleased it's being handled properly at last.

 

[John]

I could not leave this as was....

So earlier this week I decided to send the General Manager at Brooklands a letter, setting out my disappointment regarding this problem, and to tell them I would no longer be using their services again.

What happened next was a total surprise, the very next day, I received a call from The Customer Services Manager at Brooklands, who had been asked to call me following my letter, but was already preparing to contact me, as he has been reading this thread !!!

Following a 20 minute phone call, and with the records for the previous rust repair have now been located. My warranty claim has been authorised, and my car is booked in to be repaired in the next couple of weeks.

The Customer Service Manager could have not been more apologetic, and had accepted, they had made mistakes.

To me this issue had become much more than who was going to pay for the repair, but actually how I was being treat by the dealer, I hope they have learnt from this.

One thing I have learnt is that the dealers, check on forums and read our comments, and are taking note.

It's a shame it takes a thread on a forum to get the customer service you expect - I doubt many of them give a monkey's to even bother looking in the first place.

I'm happy for you it is sorted.

 

[renault12ts]

MB Brooklands...you have behaved despicably.

Your behaviour is less than we should be expected to endure (yet we know what to expect). For every customer like the member complaining on here, how many will you not find the paperwork for, because they are not a member of this Club?

Shame on you.

I am glad for our member, but I would not applaud you in the slightest...you have only deigned to do what you should have done at the start, due to the poor PR.

 

[Dieselman]

It's a shame it takes a thread on a forum to get the customer service you expect -

It didn't. It took a letter to the dealer principle.
They had probably been laughing about the forum thread.

 

[renault12ts]

+1...they are so slimey.

 

[Deleted member 37751]

What about Paul's tailgate rust on his Vito????

 

[renault12ts]

What about Paul's tailgate rust on his Vito????

Was the Brooklands too Lee?

Shame on them.

 

[Deleted member 37751]

Was the Brooklands too Lee?

Shame on them.

I don't know, but he's got a rusty tailgate and Mercedes are refusing to make good.

 

[markjay]

Either way, for our forum member, Result

 

[John]

It didn't. It took a letter to the dealer principle.

but was already preparing to contact me, as he has been reading this thread !!!

It's all there... you've only got to read it.

 

[renault12ts]

It's all there... you've only got to read it.

What the customer services guy said and what he meant are probably two different things...DM will be closer to the truth methinks.

 

[Dieselman]

It's all there... you've only got to read it.

This thread started on 28th February, so by 23rd march after receiving a letter from Wobbly, the CS Manager was preparing to contact him...


Fast worker...

 

[DITTRICH]

Dealer declines rust claim...

...bear sh!ts in the woods

 

[wobbly]

This thread started on 28th February, so by 23rd march after receiving a letter from Wobbly, the CS Manager was preparing to contact him...


Fast worker...

True, but I didn't name the dealership until the 14th March, it was the 21st when they contacted me.

 

[A210AMG]

When I had my ML they would pay a contribution to the rust claim work...

basically it would have been around £600 for me to have two rear arches and the tail gate under the handle done.

That sounded a LOT to me, given they were helping out??

What I also found odd was the guarntee on this work was then only 1 year.

 

[LTD]

One thing I have learnt is that the dealers, check on forums and read our comments, and are taking note.

If they are reading these threads then maybe they will understand that the claimed 30 year warranty against rust is as useful as a chocolate fireguard.

Virtually ever MB I know has developed rust at some point and they are all under 30 years old.

Amazingly, the cars have 'area specific' problems. We all know that certain models will probably rust in certain areas.

.. yet the dealerships stick their heads in the sand and generally ignore the fact that the cars they have sold in the past rust. Even their very top models.

It's a travesty.