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  • 11-05-2007, 09:20 PM
    TestnDoc

    What happened to the CUSTOMER IS ALWAYS RIGHT?

  • 10-08-2007, 08:03 AM
    bmwlex

    Re: BMWLEX - BMW Customer Service Sucks

    having dumped on field's i will now give them some props. i brought my car in at 8 am for an oil change, software update, rear break pads and cleaning of some interior parts that they had soiled a previous time. car was ready to be picked up at 4. all the work was done properly. well done field's. now about the policy of no loaner if you didn't purchase the car from field's...-lex
    2005 645ci coupe black sapphire/beige/sport/winter/logic7/ 904 build
  • 10-05-2007, 04:56 PM
    DaniCompain

    shouldn't there be a coolant level warning

    I don't know about the E63, but my 1986 BMW 6 series had a Coolant LEVEL light that would turn on when the coolant dropped below a certain level, (ie. leak). Dani Compain
    1986 BMW 635CSi
    "RED SHRK"
  • 10-01-2007, 10:10 AM
    michaelsr2001

    IF NO STEAM comming from eng. Faulty Sensor could

    be Assumed. Owning BMW's for over 20yrs I Know overheating will FRY an engine. I'm on the Fence on this one.
  • 09-28-2007, 10:42 AM
    AndrewDP

    Re: FIELDS BMW REPLY

    I am sorry to read abut your travails with your car. At best you had a Hobson's choice when the car overheated in the apparently risky location at that time of night, but since one should heed warning lights, it makes little difference if the service dept. disconnected the coolant hose or not during the routine service. The fact is that anyone who drives with an overheated engine is courting disaster. I have had my share of disagreements with service departments over the years with high-end cars and they often are not competent and usually cover up their mistakes. In this case I am afraid that you need to accept responsibility for the warped head, pay for the repair and consider it a valuable learning experience.
  • 09-27-2007, 03:52 PM
    yan55555

    FIELDS BMW REPLY

    GOOD DAY ON OUR RESPONSE TO MR BASHKINS CONCERN ON AUGUST THRITEENTH MR BASHKIN BROUGHT HIS VEHICLE IN FOR SERVICE FOR OIL CHANGE AND VEHICLE CHECK. MR BASHKIN PICKED UP VEHICLE AUGUST SIXTEENTH . NO WORK WAS PERFORMMED ON COOLANT SYSTEM EXCEPT FOR TOPPING OFF FLUIDS .VEHICLE WAS THEN DROPPED OFF ON SATURDAY AUGUST 18, THE CLIENT HAD CALLED PRIOR STATING THAT THE VEHICLE OVERHEATED CHECK ENGINE LIGHT WAS ON ,THE ADVISOR FIELDED THE CALLED AND STATED TO MR BASHKIN DO NOT DRIVE VEHICLE ANY LONGER AND TOW THE VEHICLE IN . THE CLIENT STILL DROVE VEHICLE IN TO OUR SERVICE DEPARTMENT WITH NO FLUID IN SYSTEM .PLEASE NOTE THE VEHICLE HAS FREE ROADSIDE ASSISTANCE .THE CLIENT THEN SPOKE TO OUR MANAGER BOD SCHAFFER WHOE EXPLAINED WHAT MAY HAVE HAPPENED WHEN VEHICLE DRIVEN WITHOUT COOLANT,THE CLIENT WAS UPSET THAT AT THAT TIME A VEHICLE WAS NOT PROVIDED FOR HIM DUE TO NOT PURCHASING VEHICLE AT OUR CENTER ALSO LATE IN DAY FOR RENTAL CAR FROM ENTERPRISE DUE TO THE RENTAL FACILITY CLOSING ,ON MONDAY AUGUST TWENTYITH THE CLIENT SPOKE TO ME .HE EXPRESSED THE UNSATISFACTION WITH SITUATION ON SATURDAY AND I PROVIDED VEHICLE FOR LATER IN DAY ALSO REINBURSEMENT FOR RENTAL THAT HE HAD FOUND FROM AVIS THAT AFTERNOON , WE CHECKED VEHICLE A NF FOUND LOWER RADIATOR HOSE UNSECURED THIS HOSE HAS A CLIP THAT HOLD HOSE IN PLACE FOUND CLIP STILL ON HOSE NOT MISSING ,COULD NOT DETERMINE WHAT CAUSED HOSE TO COME LOOSE, WE REPLACED HOSE AND THERMOSTATE UNDER WARRRANTY JUST IN CASE SYSTEM OVERPRESSURED AND CAUSED HOSE TO BLOW OFF , THIS VEHICLE HAS ELECTRONIC THERMOSTATE FAULT WOULD HAVE BEEEN STORED IF FAULTY NO FAULTS STORED IN SYSTEM ,WE DROVE WE TEST DROVE VEHICLE HAD VEHICLE FOR THREE DAYS TWO WAITING FOR PARTS MAKE SURE CAR WOULD NOT OVERHEAT AGAIN , NO PROBLEMS FOUND CLIENT PICKED UP VEHICLE .HE RETURNED WITH INCREASED EMMISIONS FAULT ,NOT OVERHEATING CHECKED VEHICLE DIAGNOSE WITH LEAKING CYLINDER HEAD CAUSED BY EXTREME OVER HEATING CLIENT DROVE VEHICLE WITH WARNING LIGHTS ON THIS CAUSED CYLINDER HEAD COVER TO WARP .I HAD FIELD REPRESENTATIVE FROM BMWNA AMERICA INVOLVED JACK MCCLURE ALSO JEFF LANCE AFTER SALES MARKET MANAGER . WHO EXPLAINED TO CLIENT THE VEHICLE SHOULD HAVE BEEN STOPPED HE IGNORED THE WARNINGS ALSO IGNORED ADVISE OF ADVISORS IN SERVICE ,WE HAVE COLLECTIVLEY BMWNA AND FIELDS BMW TO PROVIDE 40 PERCENT DISCOUNT TO REMOVE CYLINDER HEAD COVER AND CONTINUE DIAGNOSIS ,THE CLIENT DECLINED THREATENING TO SEEK LEGAL COUNSEL , THE CLIENT IS STILL IN MY LOANER VEHICLE WHICH HE IS NOT BEING CHARGED FOR NOW THIRTY FOUR DAYS , WE HAVE BEEN PATIENT WITH SITUATION ALSO WE HAVE ACCOMODATED CUSTOMER WITH VEHICLE AT NO CHARGE , ALSO HAVE NOT CHARGED FOR DIAGNOSIS ON THE TWENTIETH .WE REQUEST THE RETURN OF OUR VEHICLE IF CLIENT IS NOT GOING TO REPAIR HIS VEHICLE BY END OF BUSINESS ON FRIDAY SEPT 28 .SINCERLY JERRY MARICHAL FIELDS BMW



    __________________________________________________ ___________________



    Complete lies!!! First, when I called in the Advisor said, I could either drive the vehicle in or drive it in. If I was advised to TOW it why would I not do it...? It is just a bad lie on Jerry Marichal's part.

    Second, The piece was definitely missing, once again, how would I even know about that... Their own technician stated that it was missing... that is another lie.


    This statement, "NOT OVERHEATING CHECKED VEHICLE DIAGNOSE WITH LEAKING CYLINDER HEAD CAUSED BY EXTREME OVER HEATING CLIENT DROVE VEHICLE WITH WARNING LIGHTS ON THIS CAUSED CYLINDER HEAD COVER TO WARP" - that is just ridiculous and that is why they should be responsible for fixing the vehicle. Earlier Jerry Marichal admits that they kept the vehicle there and supposedly fixed it, but then when I brought it with Emissions light, right in that quote he clearly states that "...head caused by extreme overheating" - well... that right there just proves my point.

    They gave me the car back saying it was save to drive, then I drove it for 2 days. Bring it back in, now it is just clear, that what really caused the damage was me driving the vehicle for those 2 extra days, when the issue was NEVER FIXED at first place.

    I think this is very clear, Jerry Marichal is attempting to cover up for Fields BMW, but that pretty much should do it.
  • 09-21-2007, 10:53 AM
    yan55555

    Re: An UPDATE 9/21/07

    I was contacted by Jason a couple of days ago from Corporate Office at New York. There were a lot of very interesting things he said that surprised me a little bit, however I will not say what it was just yet, in hopes that he will come through.

    He talked to Fields BMW Service Manager, who still insists all of this was my fault...

    Now the case will be brought up in front of the Marketing Team as well, which I do not completely understand, is there no Executive Customer Relations Dep.? Why is marketing team handling Customer Issues?
  • 09-19-2007, 11:44 PM
    GeezTech

    I was talking "coolant", much the same way........

    ...you made it sound until you went out to a car to check for a "gauge".
  • 09-19-2007, 11:40 PM
    GeezTech

    He lost coolant so rapidly it wouldn't............

    ..really matter what gauge he could have looked at.
    1. The vapors he first saw was from the coolant itself rushing out of the disconnected hose.
    2. The coolant came out so fast that it probably emptied the block to the point where the temp sensor was now reading the air within the block, not the coolant. This "air" would not have been hot enough to trip any other warning light.
    3. The owners manual may not state it, but I have seen the overheat message (text in CID) come up in E65's, the 6 and 5 series should be the same way. BMW may have taken away the COOLANT gauge, but they certainly want to warn someone of a overheat condition. Which doesn't matter now as his coolant came out too fast to have this message get tripped.
    4. Since he was concerned about the vapors and coolant coming out of the hood, I dont think he had the time to sit there and ponder as to which gauge he could look at to see what was changing instead of looking for a safe place to pull over.
    5. This is a classic situation of hindsight.
  • 09-14-2007, 02:22 PM
    flpnout

    Re: BMWLEX - BMW Customer Service Sucks

    Since mine is a 2007 I have not encountered any issues yet. knock on wood. I am not looking forward to any issues that may come up in the future. But I enjoy reading about others experience. I hope YanB will be able to get his resolved in his favor. It does suck to have to fork up so much money on a car you already spent a lot on!!
    /


    Proud owner of 2007 Alpine White with Pearl Beige leather 650I Convertible with all options fully loaded Automatic Transmission. She's a beauty!!

  • 09-14-2007, 12:46 PM
    bmwlex

    Re: BMWLEX - BMW Customer Service Sucks

    unforunately i too use field's for service and in the past their service department has done some things less than satisfactorily. my lease is up in november and as i mull over whether to purchase the car, having field's as my dealer is certainly part of my decision making process. plenty of cool non-bmw cars out there for 80-100k.

    admittedly it's a little of a stretch in this case but we have all experienced problems with warning messages that do in fact "go away" after waiting overnight and restarting the car.

    good luck.-lex
    2005 645ci coupe black sapphire/beige/sport/winter/logic7/ 904 build
  • 09-14-2007, 11:38 AM
    yan55555

    Re: Yes, there is a temperature gage

    awz, it is not hard to say now what you would have had done if you were in my position...

    If I would read my own poll, I would probably say the same, I would have done this differently, I would have done that differently...

    Under the circumstances I acted in a way that I thought was appropriate, at no point did I want to or intended to cause any more damage to my car.

    I guess if someone chooses to drive a 6 series they should take a BMW Class as well... I did not know that there is such a thing as a road side assistance, I thought I would have to contact the Dealer and have the car towed there directly, yes because of my ignorance I am not facing the consequences...

    However, what about the missing part and how about Fields BMW giving the car back to me and then after driving over the weekend when I brought it back in and BMW NA Engineer looked at it there was damage for $3,700 found that is not covered by warranty...???
  • 09-14-2007, 10:37 AM
    awz

    Re: Take Personal Responsibility

    I'm not saying that Yan B.'s intent was malicious or fradulent. My main point is that Yan
    B's actions in the face of clear warnings resulted in damage to his/her car. Although the root cause appears to have been a missing clamp, there would have been no damage had Yan B. called a tow truck rather than continuing to drive.

    A somewhat similar situation happened to me with the car I owned prior to my 645, a 2000 Porsche 911. The 911 has a cooling system hose connection below the engine. While backing out of a parking space, I managed to lightly hit the connection on a curb. Coolant began to leak copiously, Since I was only about a mile from home and had no BMW Assist equivalent, I chose to drive home gently while carefully monitoring the temperature gage. The car was flatbed towed to the dealer where the water pump was replaced at my expense. I wouldn't have dreamt of driving the car many miles home, then driving on to the dealer the next day.

    I don't expect everyone to agree with me. I can understand that some would think that the dealer should eat the whole cost regardless of Yan B's contribution to the problem, but there is no BMW Santa Claus. When owners fail to own up to their share of a problem and expect BMWNA or the dealer to totally absorb the cost, the rest of us pay in the form of higher prices or service costs.

  • 09-14-2007, 10:04 AM
    awz

    Yes, there is a temperature gage

    Geez Tech, since you're normally so authoritative, I went out to my '04 645 (same MY as the complainant's) this morning to see if my memory was failing me. There most certainly is a temperature gage, albeit oil temperature. While not as immediately indicative of a cooling system failure as a water temperature gage, it must have been reading high. The manual states that a warning message is displayed in the control display (i-drive screen) when the oil temperature is too high. That's very likely what Yan B saw. There is no dedicated yellow light for overheating in the instrument panel,according to the manual.

    What would I have done at 2:00 in the morning? If I felt I was in an unsafe spot, I might have driven a short distance to a safer one before calling BMW Assist for a tow. But I would have known that I was assuming some risk of damaging my car after seeing the very clear message on the control display, observing the vapor coming from under my hood, and, yes, seeing the high temperature indicated on the gage.

    Furthermore, I would not have driven my car to the dealer the next morning, somehow assuming that miraculous healing had occurred overnight.
  • 09-14-2007, 09:33 AM
    yan55555

    BMWLEX - "BMW Customer Service Sucks"

    No, BMW NA is not willing to Help, that is why I named this Forum "BMW SUCKS". It should have been "BMW Customer Service Sucks", as I love the car themselves. But, BMW Customer Service is definitely something to be aware of... there will be no help from their end... They already contacted me.
    "We will pass this onto our marketing team... oooops our Marketing team says sorry, pay up!"
  • 09-14-2007, 08:28 AM
    bmwlex

    Re: Take Personal Responsibility (awz)

    i keep waiting for the "I'm with BMW of North America, LLC. I've passed this message on to a BMW NA Customer Relations Representative who will be in touch with you soon." message. anybody home? this is lame.-lex
    2005 645ci coupe black sapphire/beige/sport/winter/logic7/ 904 build
  • 09-13-2007, 09:45 PM
    GeezTech

    "You ignored the temperature gage"

    No gauge in these newer cars, when the light came on he had only about 60 seconds before it was going to start "overheating".
    He had no idea as to how long it was rteading at or near 3/4 since there is no gauge, if there was I 'm sure he would have pulled over sooner.
    What would you do at 2 in the morning?
  • 09-13-2007, 09:36 PM
    bobkar

    Re: Take Personal Responsibility

    While your argument is sensible, is it not legally sound. But for the improper clamp installation (assuming that's provable), none of this would have happened. His actions after the fact were not malicious or fraudulent. He has no interest in damaging his car on purpose.

    While I a a big fan of personal respnsibility, this case is different.
    __________________________________________________ _________________
    06 650i Silver Grey
  • 09-13-2007, 11:03 AM
    flpnout

    Re: Take Personal Responsibility

    I guess I could have spelled toe correctly with tow....lol/


    Proud owner of 2007 Alpine White with Pearl Beige leather 650I Convertible with all options fully loaded Automatic Transmission. She's a beauty!!

  • 09-13-2007, 10:59 AM
    flpnout

    Re: Take Personal Responsibility

    I will have to concur with AWZ. No matter what time it is I would have called BMW assist right away to prevent any further damage to a vehicle I spent a ton of money on, especially when it actually told you to pull over. And yet you still continued to drive 15 minutes later and the next day as if you made your own assessment it was ok to drive since no lights were on? I do believe the car told you it was sick, but yet you just thought it was ok temporarily to to push its limits further without proper diagnoses? I hope you you were not trying to save money by not calling the toe truck.

    When I had to call BMW assist when I had a tire blown on my previous M3 they asked if I had pulled over to a safe area or if I would like a police officer to come by and keep me company while I wait for the toe truck if I was not feeling safe.

    Good luck to you and hope things can go your way. Keep us abreast. /


    Proud owner of 2007 Alpine White with Pearl Beige leather 650I Convertible with all options fully loaded Automatic Transmission. She's a beauty!!

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