Buy Back

[Darbs330]

Originally Posted by jparnes1

It shows a level of concern on their part.

Agreed...

There are plenty of manufacturers who wouldn't be monitoring anything except the bottom line. It's refreshing to hear that in your case, they were.

Still, monitoring service records might be a more reliable way of gauging potential customer satisfaction - rather than counting on forum threads.

[HerrK]

Originally Posted by Darbs330

Oh... and the real question should be...

Why did they (BMW NA) reach jparnes1 after monitoring a forum... shouldn't they REALLY be monitoring unusual or prolonged Warrantee Service Issues?!?

a GOOD customer service department would set a "trigger mechanism" so that the customer would be contacted PRIOR to their car becoming a "buy-back" candidate... limiting the possibility of a potentially negative story reaching the forum.

Think of it this way...

Proactive contact =
Contact after the fact =
No contact =

(Just one for the suggestion box BMW NA)

Service depts are run by the dealership. Dealerships are basically independently operated. Unfortunately some of them are in the pure money making mode & let the buyer beware. On the other hand BMW/BMWNA is trying to increase sales and in general generate customer satifaction for hopefully return/future sales. A good caring dealership should also be in this mode and that level of concern should be addressed/noted/understood during the shopping mode before you sign the contract/PO.

That is the difference between a good and bad dealership and likely why BMW monitors numerous forums, to help understand the pulse of the customer.

[marcw]

Originally Posted by persian54

Again...how do they know it's 'you' ?

Well my name on here is my true name. My Zed is financed via BMW Financial. I highly doubt that there is another black e89 who's owners name is Marc that lives in Portland Oregon. Doesn't take a rocket scientist for them to figure out my phone number and call. Also they knew that I had taken my car to a dealer in Albuquerque. Takes one phone call to the dealer to find out all the info they need.

[jparnes1]

Originally Posted by rmorin49

Yes.
2007 335i vert
Wrote several letters
BMWNA called and we worked a deal
Ordered a 2009 335i vert
Paid a small difference in MSRP
Picked up the car in about 8 weeks
Fair deal

Rmorin, at what point did you have to give your car over to BMW? When you ordered the new car or at delivery?

[SANguru]

jparnes - having gone through 2 buy backs (both E60's - 535i and M5) I would have to say that your case is at their mercy for now. In order for it to be legitimate, you have to meet the lemon law criteria in the state that you live in. In CA, it's 30 days in the shop over 18 months or 3 failure of the same kind in the same period. Alignment is not perceived as an issue and 10,000 miles for tires is pretty normal for the Z4 or even the X5's for that matter.

Have that discussion with BMWNA but you would have to have your service director advocate that your car should be a buyback to make it less painful.

[persian54]

Originally Posted by SANguru

jparnes - having gone through 2 buy backs (both E60's - 535i and M5) I would have to say that your case is at their mercy for now. In order for it to be legitimate, you have to meet the lemon law criteria in the state that you live in. In CA, it's 30 days in the shop over 18 months or 3 failure of the same kind in the same period. Alignment is not perceived as an issue and 10,000 miles for tires is pretty normal for the Z4 or even the X5's for that matter.

Have that discussion with BMWNA but you would have to have your service director advocate that your car should be a buyback to make it less painful.

Also 2+ safety failures (like a fuel pump, or even a malfunctioning seatbelt. or if the engine shuts off on you, etc)

He has two engine problems, and big ones at that, so it should go smoothly

[jparnes1]

Originally Posted by SANguru

jparnes - having gone through 2 buy backs (both E60's - 535i and M5) I would have to say that your case is at their mercy for now. In order for it to be legitimate, you have to meet the lemon law criteria in the state that you live in. In CA, it's 30 days in the shop over 18 months or 3 failure of the same kind in the same period. Alignment is not perceived as an issue and 10,000 miles for tires is pretty normal for the Z4 or even the X5's for that matter.

Have that discussion with BMWNA but you would have to have your service director advocate that your car should be a buyback to make it less painful.

I met with the general manager of the local dealership and he himself said that BMW will have to lemon the car because it's been out of service over 30 days. We worked out a trade assist for a 2012 and he forwarded the paperwork to BMW. Just waiting on them signing it off.

[Vintage]

good news

[fsommers]

I had only the best experience with BMWNA customer service, after having 2 fuel pump failures, and a faulty seat adjustor. A customer representative contacted me, and she couldn't have been nicer. Which is smart of them, because this experience will make me want to come back for more purchases from BMW.

[rmorin49]

Originally Posted by jparnes1

Rmorin, at what point did you have to give your car over to BMW? When you ordered the new car or at delivery?

As I recall I gave them to car a few weeks after the new one was ordered. I have an extra car so it was not problem. If you only have one car surely they would let you keep it until the replacement arrives.

[Vintage]

I think what state you live in (think plaintiff friendly versus conservative) and who draws your file at BMWNA determines, to a large degree, what type of experience you have. I darn near had to go to war to achieve a buyback with far more serious problems with our original 2009 Z4. BMWNA definitely ended up doing the right thing and we appreciated it very much, but it took an incredible amount of my time, writing campaign (6 letters or so), advocacy from me as a lawyer, and countless dealer meetings and calls to get it done - while being pretty nice about the screwing.

That was with them wrecking my car in port after ED, fixing it for weeks delaying delivery at dealer (paint and suspension repairs - someone tore it up), not disclosing it, busted suspension system they never could fix after 4 dealer visits and no problems in Europe for 1,000 miles, joyriding the car at one of those visits for 86 miles, and then trying to tell me 86 miles or so was normal to fix the suspension!!!

[jparnes1]

Originally Posted by rmorin49

As I recall I gave them to car a few weeks after the new one was ordered. I have an extra car so it was not problem. If you only have one car surely they would let you keep it until the replacement arrives.

Actually, I want to get the car out of my garage ASAP. I'm afraid to drive it! If I get into an accident and total the car, I'm screwed big time!

[jparnes1]

Follow-up...went back to the dealership yesterday after BMW approved the buy back (trade assist). They will order a 2012 Z4 35i shortly, planning an ED in February (to make up for the one that got cancelled by the Iceland volcano in 2010!). It was an even swap, no money requested from me. The only changes I'm making are adding heated seats and 6 MT instead of DCT. Otherwise it will be an identical car.

I have to say that the process went smoothly, although it took longer than I thought it would. I initiated things in late August. So I haven't been driving the car since it was in for repair in early August for fear of getting into an accident and totaling the car. I really would have been screwed if that happened.

So, I'm happy with the outcome and even more happy that I'll get to do the ED that I missed out on. Since it will be winter, I won't do the driving trip I originally intended to do, spending just a couple of days in Munich before heading south to Italy.

[rmorin49]

Originally Posted by jparnes1

Follow-up...went back to the dealership yesterday after BMW approved the buy back (trade assist). They will order a 2012 Z4 35i shortly, planning an ED in February (to make up for the one that got cancelled by the Iceland volcano in 2010!). It was an even swap, no money requested from me. The only changes I'm making are adding heated seats and 6 MT instead of DCT. Otherwise it will be an identical car.

I have to say that the process went smoothly, although it took longer than I thought it would. I initiated things in late August. So I haven't been driving the car since it was in for repair in early August for fear of getting into an accident and totaling the car. I really would have been screwed if that happened.

So, I'm happy with the outcome and even more happy that I'll get to do the ED that I missed out on. Since it will be winter, I won't do the driving trip I originally intended to do, spending just a couple of days in Munich before heading south to Italy.

I picked up my Z4 in January 2010 in Munich and had it transported to HARMS as the weather was snowy and cold. I stayed in Munich for 3 days, used public transportation and had a great time.

[persian54]

Originally Posted by jparnes1

It was an even swap, no money requested from me.

So you own the new car outright? or have a loan? or it's leased?

I'm a little confused on what you meant by "even swap"

[jparnes1]

Originally Posted by persian54

So you own the new car outright? or have a loan? or it's leased?

I'm a little confused on what you meant by "even swap"

I paid cash and own it out right. So, they're giving me a new car in exchange for my old one.

[persian54]

Originally Posted by jparnes1

I paid cash and own it out right. So, they're giving me a new car in exchange for my old one.

Ah ok

Makes more sense now