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2019+ BMW 3 AND 4-SERIES FORUMS (G2x Generation) General G20 Sedan / G22 Coupe / G26 Gran Coupe Discussions Incorrect build delivered to me

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      07-19-2019, 07:02 PM   #1
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Incorrect build delivered to me

So, I went to pick up my custom build M340i today and was completely frustrated because my car arrived with the following issues:

- Wrong grill. I ordered a black grill, but the car shipped with the black “slat” grill for the 330i. I convinced my SA to order the black M340i grill from Canada and he said he managed to do it.

- Incorrect wheels. I ordered Jet Black 19s but received bi-color 19s instead. They immediately fixed this.

- Incorrect trim. I didn’t even notice this until I was going through some of the features with the BMW Genius. At this point, they had already promised to order the correct grill from Canada and swap it out for me. But, when I then alerted them to the fact that the trim was also wrong, they said they might have to order a new car because it’s more work to change the trim. I balked at that and told them that they needed to fix this one way or another. They finally said they would let me take the car, and they would need until Tuesday to let me know the plan. Everything was documented.

Has anyone faced similar issues? Even if they fix it I feel like I should be compensated for my troubles / dissatisfaction. What do you guys think?
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      07-19-2019, 07:17 PM   #2
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Just order a new car. The m340i shadowline trim (including the grille) is not available in the US right now so don't even try to get it. The dealer shouldn't even promise it to you. BMW NA is a mess currently.

Search around the custom order threads...there are a ton of users getting incorrect builds.
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      07-19-2019, 07:49 PM   #3
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Originally Posted by FknLeon View Post
Just order a new car. The m340i shadowline trim (including the grille) is not available in the US right now so don't even try to get it. The dealer shouldn't even promise it to you. BMW NA is a mess currently.

Search around the custom order threads...there are a ton of users getting incorrect builds.
I would be without a car for 6-7 weeks. This car was delayed at the port and I had vacations plans... so I turned in my old BMW lease, went on vacation, and was told my new car would be ready for me. This car arrived the day after I left on vacation. At one point they said that changing the trim would require ordering a new car... and I told them that I would be carless for 6 weeks in the summer because of their incompetence. They eventually let me take this one until they figure it out.

What’s crazy is that the dealer that I ordered from (BMW of Manhattan) is the only corporate owned dealership in the US. In fact, the building they’re in has BMW NA offices in the floors above it. You would think that they would be better... this is also my 3rd car with them.

When I told them I wanted the black M340 grill they first said it couldn’t be done because of the cameras. Then I showed them that Canada had it so technical it can be done, they said they would figure it out for me. Considering that they’re essentially BMW NA, I figured they would make it happen... and they said they could. Nope. Now the trim is also wrong.

I believe they’ll fix it all but would I be unreasonable to ask to be financially compensated one way or another for this mess?
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      07-19-2019, 08:04 PM   #4
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Quote:
Originally Posted by joepimentel View Post
I would be without a car for 6-7 weeks. This car was delayed at the port and I had vacations plans... so I turned in my old BMW lease, went on vacation, and was told my new car would be ready for me. This car arrived the day after I left on vacation. At one point they said that changing the trim would require ordering a new car... and I told them that I would be carless for 6 weeks in the summer because of their incompetence. They eventually let me take this one until they figure it out.

What’s crazy is that the dealer that I ordered from (BMW of Manhattan) is the only corporate owned dealership in the US. In fact, the building they’re in has BMW NA offices in the floors above it. You would think that they would be better... this is also my 3rd car with them.

When I told them I wanted the black M340 grill they first said it couldn’t be done because of the cameras. Then I showed them that Canada had it so technical it can be done, they said they would figure it out for me. Considering that they’re essentially BMW NA, I figured they would make it happen... and they said they could. Nope. Now the trim is also wrong.

I believe they’ll fix it all but would I be unreasonable to ask to be financially compensated one way or another for this mess?
Sorry man, they should make right by getting you the right trim, and if they can't make the black grille happen, they shouldn't tell you they can/

I'm surrounded by incompetence at work and it drives me insane. Seems like people don't care about getting things right anymore
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      07-20-2019, 12:39 AM   #5
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Did the BMW tracker show the correct configuration? Does your VIN reflect what you ordrred or what was delivered?
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      07-20-2019, 12:54 AM   #6
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Quote:
Originally Posted by SpaceGhost View Post
Did the BMW tracker show the correct configuration? Does your VIN reflect what you ordrred or what was delivered?
The MyGarage tracker showed the incorrect wheels which they fixed immediately. It also listed "Black Kidney Grills" but I was told that would be the correct black M340 grill. Regarding the trim, the MyGarage tracker did not specify the trim in any way.

However, my build sheet (with a build number) given to me by the dealer had all the correct details -- correct wheels, trim and specified separately the M340 black grill. Either the dealership messed up when submitting the order, the factory messed up, or there's a flaw in their ordering system.

Out of curiousity I just pulled up the details with a BMW VIN decoder and do see that it does list the incorrect trim -- but I think we can agree that I as a customer shouldn't have to do that.
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      07-20-2019, 01:34 AM   #7
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Originally Posted by joepimentel View Post
The MyGarage tracker showed the incorrect wheels which they fixed immediately. It also listed "Black Kidney Grills" but I was told that would be the correct black M340 grill. Regarding the trim, the MyGarage tracker did not specify the trim in any way.

However, my build sheet (with a build number) given to me by the dealer had all the correct details -- correct wheels, trim and specified separately the M340 black grill. Either the dealership messed up when submitting the order, the factory messed up, or there's a flaw in their ordering system.

Out of curiousity I just pulled up the details with a BMW VIN decoder and do see that it does list the incorrect trim -- but I think we can agree that I as a customer shouldn't have to do that.
Absolutely agree you shouldn't have to pull a vin to verify. I was asking with a self-serving motive. I pulled my vin and it looked correct for my build and wanted to be reassured the vin was a reliable indicator of the build. So sorry to hear you are having this issue. Hopefully, they compensate you in some way.
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      07-20-2019, 01:44 AM   #8
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Quote:
Originally Posted by SpaceGhost View Post
Absolutely agree you shouldn't have to pull a vin to verify. I was asking with a self-serving motive. I pulled my vin and it looked correct for my build and wanted to be reassured the vin was a reliable indicator of the build. So sorry to hear you are having this issue. Hopefully, they compensate you in some way.
Yeah, I would advise everyone to triple check via a VIN decoder from now on because mishaps like these diminish the joy of taking delivery of a new car.
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      07-20-2019, 03:33 PM   #9
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Assuming they have an allocation they can modify for your build immediately or really soon, I would ask for a demo to drive until the car arrives and call it a day. It's unfortunate you had to deal with this and you are now waiting longer for your car but the only thing you lost is a car to drive and getting a demo remedies that.
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      07-20-2019, 06:06 PM   #10
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Quote:
Originally Posted by TheBingoBalls View Post
Assuming they have an allocation they can modify for your build immediately or really soon, I would ask for a demo to drive until the car arrives and call it a day. It's unfortunate you had to deal with this and you are now waiting longer for your car but the only thing you lost is a car to drive and getting a demo remedies that.
I think this is a reasonable approach.
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      07-20-2019, 06:42 PM   #11
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I am currently tracking my own M340 and the tracker is 100% correct.

Wheels, they fixed, Grill, honestly no big deal....

Have them order a new set of trim and get them to swap. No big deal overall.

Its not like your car is wrong color or has missing options or anything.

Its not worth the wait again IMO.
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      07-20-2019, 06:48 PM   #12
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Quote:
Originally Posted by TTG View Post
I am currently tracking my own M340 and the tracker is 100% correct.

Wheels, they fixed, Grill, honestly no big deal....

Have them order a new set of trim and get them to swap. No big deal overall.

Its not like your car is wrong color or has missing options or anything.

Its not worth the wait again IMO.
This, although it is all a bit disconcerting and I understand that, if they address the individual issues properly, could be making a mountain out of a mole hill. I would be bothered a bit for sure, but as they are taking care of things, I would roll with it, express your concern to them but also thank them for making it right if they do. Rejecting the car over these issues would be wasteful and kinda lame, principle is annoying but life is never 100% perfect, right?
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      07-20-2019, 06:58 PM   #13
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Originally Posted by golf_234 View Post
This, although it is all a bit disconcerting and I understand that, if they address the individual issues properly, could be making a mountain out of a mole hill. I would be bothered a bit for sure, but as they are taking care of things, I would roll with it, express your concern to them but also thank them for making it right if they do. Rejecting the car over these issues would be wasteful and kinda lame, principle is annoying but life is never 100% perfect, right?
Oh, I’ve been pretty reasonable and didn’t reject the car. They were the ones saying that they might have to order me a new car. They were saying that it’s near impossible to change the trim. Honestly, I think it was a scare tactic to try to get me to accept the car as is versus the wait of a new car. They let me take the car as is and they’re supposed to let me know by Tuesday how they’re fixing things.
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      07-20-2019, 06:59 PM   #14
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Originally Posted by joepimentel View Post
Oh, I’ve been pretty reasonable and didn’t reject the car. They were the ones saying that they might have to order me a new car. They were saying that it’s near impossible to change the trim. Honestly, I think it was a scare tactic to try to get me to accept the car as is versus the wait of a new car. They let me take the car as is and they’re supposed to let me know by Tuesday how they’re fixing things.
Nicely done, sorry to hear you had to deal with that. Looks like all's well that ends well.
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      07-20-2019, 10:57 PM   #15
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Quote:
Originally Posted by golf_234 View Post
Quote:
Originally Posted by TTG View Post
I am currently tracking my own M340 and the tracker is 100% correct.

Wheels, they fixed, Grill, honestly no big deal....

Have them order a new set of trim and get them to swap. No big deal overall.

Its not like your car is wrong color or has missing options or anything.

Its not worth the wait again IMO.
This, although it is all a bit disconcerting and I understand that, if they address the individual issues properly, could be making a mountain out of a mole hill. I would be bothered a bit for sure, but as they are taking care of things, I would roll with it, express your concern to them but also thank them for making it right if they do. Rejecting the car over these issues would be wasteful and kinda lame, principle is annoying but life is never 100% perfect, right?
Well, the op knew what he wanted and ordered a car to spec. The dealer then delivered him a car that had about 3 or 4 things that were wrong, including the trim! Yes, he should absolutely expect 100% perfection in this instance. If he was impartial on the specs he wanted, he could have just walked in and bought whatever the dealer had on the lot.

If the dealer wasn't certain they could fill the order, they should have contacted the op and been clear with him. If there's a chance the order will be botched or misinterpreted, make sure everyone is informed and give them the opportunity to change the spec, or back out of the purchase prior to ordering.

I don't think he'll be compensated, especially if they're fixing the errors and providing him with a loaner, but I don't see why the op should feel thankful that they're fixing their long litany of errors. It's easy to judge others as a passive observer, until you're faced with a similar situation. That changes the whole perspective.
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      07-20-2019, 11:44 PM   #16
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Quote:
Originally Posted by Fuller View Post
Well, the op knew what he wanted and ordered a car to spec. The dealer then delivered him a car that had about 3 or 4 things that were wrong, including the trim! Yes, he should absolutely expect 100% perfection in this instance. If he was impartial on the specs he wanted, he could have just walked in and bought whatever the dealer had on the lot.

If the dealer wasn't certain they could fill the order, they should have contacted the op and been clear with him. If there's a chance the order will be botched or misinterpreted, make sure everyone is informed and give them the opportunity to change the spec, or back out of the purchase prior to ordering.

I don't think he'll be compensated, especially if they're fixing the errors and providing him with a loaner, but I don't see why the op should feel thankful that they're fixing their long litany of errors. It's easy to judge others as a passive observer, until you're faced with a similar situation. That changes the whole perspective.
Agree, I think fixing all errors + some compensation whether it is a $500 service gift, or something, would be appropriate.
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      07-21-2019, 01:14 AM   #17
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Quote:
Originally Posted by Fuller View Post
Quote:
Originally Posted by golf_234 View Post
Quote:
Originally Posted by TTG View Post
I am currently tracking my own M340 and the tracker is 100% correct.

Wheels, they fixed, Grill, honestly no big deal....

Have them order a new set of trim and get them to swap. No big deal overall.

Its not like your car is wrong color or has missing options or anything.

Its not worth the wait again IMO.
This, although it is all a bit disconcerting and I understand that, if they address the individual issues properly, could be making a mountain out of a mole hill. I would be bothered a bit for sure, but as they are taking care of things, I would roll with it, express your concern to them but also thank them for making it right if they do. Rejecting the car over these issues would be wasteful and kinda lame, principle is annoying but life is never 100% perfect, right?
Well, the op knew what he wanted and ordered a car to spec. The dealer then delivered him a car that had about 3 or 4 things that were wrong, including the trim! Yes, he should absolutely expect 100% perfection in this instance. If he was impartial on the specs he wanted, he could have just walked in and bought whatever the dealer had on the lot.

If the dealer wasn't certain they could fill the order, they should have contacted the op and been clear with him. If there's a chance the order will be botched or misinterpreted, make sure everyone is informed and give them the opportunity to change the spec, or back out of the purchase prior to ordering.

I don't think he'll be compensated, especially if they're fixing the errors and providing him with a loaner, but I don't see why the op should feel thankful that they're fixing their long litany of errors. It's easy to judge others as a passive observer, until you're faced with a similar situation. That changes the whole perspective.
I agree. It's easy to pacify until it's you. I tell the same thing to police critics. It's easy to judge as a casual observer in front of a television. It's much harder when you're actually in the moment and the situation is dynamic and developing at a rapid pace.
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      07-21-2019, 03:52 PM   #18
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What is the trim option they are offering you in Canada?
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      07-31-2019, 09:54 AM   #19
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Quick update: So after 7 days of no real response from BMW of Manhattan besides "we're looking into it with corporate", I wrote an email to the "Department Head Customer Relations and Services" and to the "Executive Vice President, Operations" at BMW NA and to the General Manager of BMW of Manhattan explaining my frustration. One business day later I received a response saying that the correct trim will be replaced and that the black M340 grill (which is currently only available in Canada) will be installed in two weeks. They also indicated that the part number will be added to BMW NA systems for ordering/purchase by American customers.
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      07-31-2019, 09:58 AM   #20
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Thanks for sharing. Seems it will be done properly after all.
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      07-31-2019, 10:41 AM   #21
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Can you happen to find out the all black M340 grill's part number for us? A lot of us on the forum need that grill. You would be the man if you can find out for us lol. Can you also ask them if they can order more? Thanks.
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      07-31-2019, 10:45 AM   #22
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This is unusual when BMW made an error on a custom built, and pretty sure the dealer can get it fix by swapping out the wheels & grille. Still is unacceptable when you waited this long for the vehicle and turn out this way.
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