[krreddy]

Hello Everyone,


Wanted your feedback and advice on our 2017 BMW X5 30d. Our Vehicle’s engine has seized and the service center with whom we had taken an Extended Engine cover/warranty is willing to repair the engine. The vehicle was given to them on April 10th and it’s been more than 3 months and we have yet to conclude. In June we got an estimate of around 30 – 35 Lakhs for the engine repair.

We emailed (below) BMW and their President last week the following.

Ref: Our BMW X5 drive 30d DPE 5 bearing vehicle number KA01MQ####.

With reference to the above, we kindly request your attention to our vehicle which has been in KUN Motors Service center, Yelahanka, Bengaluru since April 10th, 2024.

We had purchased the above vehicle on May 20th, 2017 along with a BMW Comprehensive Service Package of 3+2 Years/120,000 Kms (Appr Package cost of Rs. 700,000/-). Furthermore, we had taken another Service Package of 4 Years/100,000 Kms on 25.08.2022 (Paid to Navnit Motors). In addition to the Service Packages, we had taken an Engine warranty Package before the engine warranty from BMW was about to lapse.

Our vehicle has been exclusively serviced at KUN Motors (formerly Navnit Motors) until this day. When the Vehicle broke down this April, KUN Motors took 2 months to identify the problem and finally informed us that the engine has seized and needs replacement.

Despite taking all the above service packages & engine warranty, how are we not covered under warranty to repair the engine?

Our family has a long history of BMW ownership having purchased a BMW X7 in 2022 & a BMW X5 in 2023.

We request your good office to do the needful by understanding our appalling situation during these past 3 months and repair the vehicle at the earliest.

Please find enclosed the service records of our vehicle for your ready reference.

Regards

-------------------

This was their reply:

Dear Mr. ####,

This is in continuation to the conference call held between Mr. #### #### - Technical Advisor, BMW India, Mr. #### - Service Manager from your BMW Authorized dealership and the undersigned a while ago.


With reference to your concern, we have already shared detailed explanation on the matter and explained the possible reasons for repairs/replacement required in your vehicle. In continuation, please allow us time until tomorrow i.e. July 09, 2024 to share further clarification on the matter. In the meanwhile, please be assured that the dealer will share the revised quotation with you for the repairs required in your vehicle.

We appreciate your understanding and request you to bear with us for some more time.

[Maverick5490]

Can you please share more details about the car and incident?

Mileage covered, circumstances under which the engine seized, was a service carried out just before the breakdown, etc.

Also what took them 2 months to identify that the engine has seized? BMW dealers especially in metros are pretty well equipped and competent to identify faults. In the reply from BMW, they mention that they have already provided an explanation, can you enlighten us on that?

[krreddy]

This is the correspondence we have till date. We are asking them to repair the engine as it is covered under warranty till 200000 Kms. They are not giving any conclusive answers. The showroom people are saying they are waiting for BMW India's approval. I believe we have spent over 16 Lakhs on Service Packages and Engine cover/warranty. We are hoping BMW resolves the issue considering our history with them but they have been very slow.

We have taken a very soft approach with the showroom and hopefully it pays off.

From: xxx
Sent: Tuesday, June 11, 2024 10:22
To: Contact.india
Subject:

This mail is to inform you that my vehicle KA01XXXXXX BMW X5 30d DPE has been facing issues due to some metal part stuck to the engine. Where the engine is seized from the past 2months my vehicle is the service centre I have come to the service centre and spoken to the service manager and the manager incharge said that they will mail the BMW authorities and clear the issue as soon as possible. And I haven’t got any information of my vehicle. BMW has given 2,00,000 km engine warranty. Our vehicle has run 1,60,000 with service packages (2 Nos). The vehicle has been driven in an average speed how come the engine will get seized? Please resolve this issue as soon as possible



From: Contact.india
Sent: Tuesday, June 11, 2024 13:25
To: xxx
Cc: xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in response to your email below and your subsequent telephonic conversation with the undersigned a while ago.

At the outset, please accept our apologies for the inconvenience caused. BMW India places prime importance to customer satisfaction and we regret to learn that your experience with the dealership has not met the expectations.

We acknowledge the nature of your grievance and extend our sincere apologies for the inconvenience caused. We will investigate the matter in detail with your BMW Authorized Dealership - Kun Exclusive, Bangalore and revert to you on precedence.

We thank you for your patience and trust in your understanding



From: Contact.india
Sent: Friday, June 14, 2024 11:55
To: xxxx
Cc: xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Drear Mr. xxx,

This is in continuation to our email dated June 11, 2024.

We are in the process of discussing the matter with your dealership/concerned and would request some more time to be able to provide our comments.

We appreciate your patience and look forward to your support.


BMW Group
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Monday, June 17, 2024 18:58
To: xxx
Cc: xxxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email dated June 14, 2024.

With reference to your concern, the matter has been referred to our Technical Advisor for his review and we shall get back to you with our inputs in the shortest time possible.

We look forward to your continued patience.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Thursday, June 20, 2024 17:14
To: xxx
Cc: xxx@bmw-kunexclusive.in; xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email dated June 19, 2024.

At the outset, we regret the time involved in this instance.

With reference to your concern, we are in continuous discussion with the Technical Team at BMW India. Further, we would like to inform you that Mr. Aumkar Phadnis - Technical Advisor, BMW India would like to connect with you on June 21, 2024, to further discuss the matter. We request you to kindly confirm a suitable time for a call.

We look forward to your response.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Friday, June 21, 2024 17:38
Cc: xxxx@bmw-kunexclusive.in; xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email below.

At the outset, please accept our sincere apologies for not being able to arrange a conference call with the technical team on June 21, 2024, due to unforeseen circumstances. Further, we wish to inform you that the matter is still under deliberation with the Technical Team of BMW India. We shall get back to you with our final feedback by Monday June 24, 2024.

We appreciate your patience and understanding in this regard.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Monday, June 24, 2024 17:46
To: xxx@gmail.com
Cc: xxx@bmw-kunexclusive.in; xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email dated June 21, 2024.

At the outset, please accept our sincere apologies for not being able to arrange a conference call with the technical team on June 21, 2024, due to unforeseen circumstances. Further, we wish to inform you that the matter is still under deliberation with the Technical Team of BMW India. We shall get back to you with our final feedback at the shortest time possible.

We appreciate your patience and understanding in this regard.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Friday, June 28, 2024 11:10
To: xxx@gmail.com
Cc: xxx@bmw-kunexclusive.in; xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email dated June 24, 2024. At the outset, please accept our apologies for the time involved in this matter.

We wish to inform you that the matter is under deliberation between BMW India and your dealership. We would get back to you with our final feedback in shortest time possible.

We appreciate your patience so far and request for some more time.


Kind regards,

BMW Group=
xxx
BMW India – One Contact Centre



From: Contact.india
Sent: Tuesday, July 2, 2024 19:08
To: xxx@gmail.com
Cc: xxx@bmw-kunexclusive.in; xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to our email dated June 28, 2024.

With reference to your concern, we would like to connect with you along with our Technical Advisor to share detailed clarification on the matter. We would request you to advise on a suitable time to connect.

We look forward to your response.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre



From: xxx@gmail.com>
Sent: Sunday, July 7, 2024 11:52
To: Contact.india
Subject:

With reference to the above, we kindly request your attention to our vehicle which has been in KUN Motors Service center, Yelahanka, Bengaluru since April 10th, 2024.

We had purchased the above vehicle on May 20th, 2017 along with a BMW Comprehensive Service Package of 3+2 Years/120,000 Kms (Appr Package cost of Rs. 700,000/-). Furthermore, we had taken another Service Package of 4 Years/100,000 Kms on 25.08.2022 (Paid to Navnit Motors). In addition to the Service Packages, we had taken an Engine warranty Package before the engine warranty from BMW was about to lapse.

Our vehicle has been exclusively serviced at KUN Motors (formerly Navnit Motors) until this day. When the Vehicle broke down this April, KUN Motors took 2 months to identify the problem and finally informed us that the engine has seized and needs replacement.

Despite taking all the above service packages & engine warranty, how are we not covered under warranty to repair the engine?

Our family has a long history of BMW ownership having purchased a BMW X7 in 2022 & a BMW X5 in 2023.

We request your good office to do the needful by understanding our appalling situation during these past 3 months and repair the vehicle at the earliest.

Please find enclosed the service records of our vehicle for your ready reference.

Regards
xxx



From: contact.india@bmw.in
Date: 8 July 2024 at 6:22:03 PM IST
To: xxx@gmail.com
Cc: xxx@bmw-kunexclusive.in, xxx@bmw-kunexclusive.in
Subject: Your Email Addressed To BMW India | Case ID - 0000057096 | VIN - 0S51772

Dear Mr. xxx,

This is in continuation to the conference call held between Mr. Aumkar Phadnis - Technical Advisor, BMW India, Mr. xxx - Service Manager from your BMW Authorized dealership and the undersigned a while ago.

With reference to your concern, we have already shared detailed explanation on the matter and explained the possible reasons for repairs/replacement required in your vehicle. In continuation, please allow us time until tomorrow i.e. July 09, 2024 to share further clarification on the matter. In the meanwhile, please be assured that the dealer will share the revised quotation with you for the repairs required in your vehicle.

We appreciate your understanding and request you to bear with us for some more time.


Kind regards,

BMW Group
xxx
BMW India – One Contact Centre

[HillMan]

You have basically purchased every warranty they sold you. Hoping a sincere and permanent resolution from BMW is on the way. As the communications are still in progress, it is best to give them some more time. Looks like a serious damage to the engine and thats why all this deliberation. In case the engine needs to be replaced, they will have to import another unit.

As you are covered by warranty documentation and service history, legal route is open to you anyway. But it is premature at the moment to think in those lines.

[krreddy]

Originally Posted by HillMan

You have basically purchased every warranty they sold you. Hoping a sincere and permanent resolution from BMW is on the way. As the communications are still in progress, it is best to give them some more time. Looks like a serious damage to the engine and thats why all this deliberation. In case the engine needs to be replaced, they will have to import another unit.

As you are covered by warranty documentation and service history, legal route is open to you anyway. But it is premature at the moment to think in those lines.

Pretty much it to avoid any issues.

[rpunwani]

Dear krreddy,

Sorry to hear about the ordeal you are facing & I trust that this will be resolved to your satisfaction at the earliest.

I have had very pleasant experiences with contact.india and assure you that they are very proactive.

Since the issue with your car is major - engine rebuild/replacement it may take time to do a root cause analysis as per their procedures.

[ads295]

I think they're just wasting your time away while they deliberate on what to do.

Please think seriously about going down the legal route for negligence of service. Your case is bulletproof. At the very least I would suggest you send a legal notice through a lawyer to the dealer so that they get a wake up call. And rather than just emailing them, find a person you can speak with and rattle the cages, show that they should take you seriously. Get on LinkedIn and identify the top brass of BMW India, get their emails and write to them directly.

There is no uncertainty here about your stand, you are in the clear! Be fearless and take these guys by the neck. The Indian consumer courts will definitely support you.

Escalate, escalate, escalate! They cannot take you for granted and waste months. The repairs will take even more time!

[omar]

If the parts are covered under warranty, do not understand the logic of sharing a revised estimate. What is their reasoning behind not covering it in the warranty?

Since it is past a reasonable time, include the BMW India Management in your email communication, you should get a faster resolution.

[krishbvmk]

Originally Posted by ads295

I think they're just wasting your time away while they deliberate on what to do.

Please think seriously about going down the legal route for negligence of service. Your case is bulletproof. At the very least I would suggest you send a legal notice through a lawyer to the dealer so that they get a wake up call. .

Escalate, escalate, escalate! They cannot take you for granted and waste months. The repairs will take even more time!

This is unfortunate and the way they're responding is unprofessional. Yes, escalate and escalate. You've to send a legal notice, giving them 15 days time to respond. Post this in multiple forums, maybe Autocar magazine too, till it gets enough traction.

[yshvj]

After spending Creta money on warranties alone, it's absurd that they fail to rectify the issue even after taking months. If it's a seized engine and meant to be swapped and is also covered in warranty, then what's the hold up. A new engine should already be on it's way. Also to consider the time that it's gonna take to get the car out of the service center after a new engine is put to order, is another few months.

[Mgup564]

An engine seizure is a serious issue and can be shown to be due to negligence of maintenance by owner/service centre.

A warranty or an extended warranty for all products is against manufacturing defects or if it can be proven that the breakdown was due to improper design/engineering by the manufacturer.


So the seized engine would not be covered under Warranty and BMW would not worry about it too much as they cannot be legally held responsible for it.


At best, BMW can try to resolve this issue for you on your behalf with the service centre. Which is what they have communicated so far.

But since you have taken the service package ( and if it clearly mentions that engine seizure will be covered under the service contract. Usually service contracts cover what they say are regular “wear and tear” parts ), then you can try to see where you can get to with the service centre.

[thefastelephant]

Hello,

I have personally worked with OEMs and have a fair understanding of how Warranty Packages, Warranty from Factory and Claims for Warranty work.

So, if given below details fit straight you shall be eligible for a full engine replacement from BMW and may have to fight a little to get them to do this for you if they're being unreasonable :

1) You shall be the first owner of the vehicle

2) The vehicle shall have a clear service "RECORD" on the BMW web-tools that record service data ( Parts + Lubes + Labours )

3) The vehicle shall be serviced only at an "Authorised' BMW workshop at all services performed & all recommended work by the Service consultant shall be carried through, any recommendation skipped by customer shall void the "PART" in context of claim for warranty

4) The service record kms shall be in sync with BMW's periodic maintenance tables

5) Any Non-Genuine part used if found will void warranty on the whole product if applicable ( as little as a incorrect spec & non-genuine fastener / screw / bolt )

6) Vehicle should not have been used in a competitive sport / event

If all above sit right, given you've taken alotta time being patient, send a legal notice and make this work. Record all conversations on SMS / E-Mail as voice recordings aren't enough and can be a grey area ( Consent missing etc ) so ensure you are 100% on track with their policies.

If you have someone in the dealership's workshop who you have a good rapport with, it will be beneficial. Request for "Area Service Manager' support and drop an e-mail to their Regional and Nation Service (Aftersales) Managers.

Tweet and FB escalate too to build some pressure.

Its sad that brands make customer's run around like this when they've spent boatloads of money on their products. Especially to cover themselves in such instances. The whole point of EW products on cars / bikes is to stay financially protected from such heavy losses that are caused by the product and not by the customer.

5) If

[akg7091]

Any update on this @krreddy ? BMW needs to come clean and either approve warranty or provide solid fundamentally sound reasons why this was denied

[Thyag]

Originally Posted by krreddy

The vehicle was given to them on April 10th and it’s been more than 3 months and we have yet to conclude. In June we got an estimate of around 30 – 35 Lakhs for the engine repair.

This is atrocious, spending a fortune to get luxury car, paying so much in taxes to the government and finally what we get out of it is simply nothing. Brands like BMW can't even honor their own warranty and dragging things for these many months is totally illogical.

Do whatever necessary to get back your car in running condition, also get extended warranty for the time wasted, if possible, try taking legal advice if necessary.