BMW NA Runaround - Battery Replacement Not Covered Under Warranty - "Customer Error" - BMW Forum - BimmerWerkz.com
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#1 (permalink) Old 10-24-2010, 06:19 PM
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Angry BMW NA Runaround - Battery Replacement Not Covered Under Warranty - "Customer Error"

Does anyone know how to reach someone having authority within BMW NA, or perhaps the regional office that includes Texas?

It seems management and the BMW Warranty Reps are "non-customer facing," according to the customer service representative I spoke to last week.

I've been getting bizarre error messages about tire chains and adaptive headlights (when they're not on!).

The dealer advises the battery has been compromised as a result of not keeping the key fob over 30 meters away from the car overnight.

The BMW Rep says that constitutes customer error and will not cover battery replacement under warranty. After checking the Owner's Manual, I cannot find anything saying to keep the key away from the car or that failure to do so will void the battery warranty (although there's some likelihood of a "goodwill" replacement).

Without any documentation, the accusation of customer error has already eroded any goodwill I have toward BMW NA.

And the fact that the BMW Rep is hiding behind the dealership, as it BMW NA, is enough for me to consider small claims court and from a customer satisfaction standpoint, ditching my BMW.
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#2 (permalink) Old 10-25-2010, 08:39 AM
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brettski is just really nice brettski is just really nice brettski is just really nice brettski is just really nice brettski is just really nice
Welcome to the Werkz.

Maybe ask him to show you the document that he is basing his position on. If he can't come up with something that you would/could be reasonably be expected to know about, then I think he is on very thin ice. Get in touch with the BMW head office public relations contact, they should be able to put you in touch with the right person.
Good luck


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