10-23-2019, 10:06 PM | #1 |
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Took delivery even though trim was wrong - what can I do?
Just received my new 330 custom build today. Sweet car, but they got the interior trim option wrong. I ordered the 'open pore fine wood oak grain' (matte finish). What I received on the car is the the 'ash grey-brown high gloss'. A totally different look obviously.
Specified clearly on the online build-to-order sheet I provided the dealer to build the car from is the correct 'open pore' grey matte finish, and I still have copies of that (hardcopy and in emails to sales guy). It was also correctly listed on their internal build sheet once they rebuilt the config using their internal BTO system, and I signed a hardcopy of that (but was not given a copy of that sheet unfortunately). However everything they are now pulling from their system after the car was ordered apparently has the wrong trim listed. So not sure where the error occurred. Could be the dealer's fault, could be BMW's...they are not being helpful about figuring out which. But my point to them is, it doesn't matter who screwed up. It wasn't me, so they need to fix it. Long story short, I'm getting a shocking amount of push back over this. So far I've been told: 1) They aren't in the habit of swapping out interior trim on brand new cars, 2) It wasn't their screw up so they shouldn't have to fix it, 3) They can't even find the appropriate part numbers in their system to order the 'open pore' trim pieces, 4) no one will approve the expenditure of ordering these parts for my car and the service to swap them out. Can anyone offer advice on protocol or the correct verbiage I should be using to force the dealer to correct this screw up? If I don't get any better response from my sales manager tomorrow, I'm planning on walking into the general manager's office and having a come-to-jesus moment with him. I didn't custom order a car and wait 2 months for it only to have an interior trim arbitrarily assigned to me. Mistakes do happen, but how they are handling it so far is complete and utter BS. Thanks in advance for any advice. Last edited by 2020g20; 10-23-2019 at 10:14 PM.. |
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10-23-2019, 10:46 PM | #2 |
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Sorry to hear this happened to you. Did you accept the car and take delivery, signing all the paperwork? Hopefully not. You should not accept the car until they correct the error. If you’ve already accepted the car you’ve lost a lot of your bargaining power. Not saying you’ve lost it all. Lean on them hard. Your other recourse is to slam them on the Customer Satisfaction Index survey. Be careful here. If they think you’re going to give them a bad survey they may find a way to ensure you don’t get one. Getting bad scores on the survey can cost a dealership a significant amount of money.
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10-23-2019, 11:09 PM | #3 |
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Yeah, I took delivery of the car. I was in a bind because the car was delayed by over a month and my previous lease has already been turned in and I’ve been without a vehicle. Couldn’t go without a car any longer.
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10-23-2019, 11:20 PM | #4 |
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I wouldn’t have taken delivery if you wanted them to fix it. Like the other guy said your only leverage is the survey. Also if you paid any of the car with a credit card, you can dispute the charge for product not as expected.
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10-23-2019, 11:46 PM | #5 |
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Trying to understand how the survey is leverage. I tell them I’m going to slam them on the survey if they don’t fix it? But if I tell them that they might not send me the survey at all?
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10-24-2019, 12:32 AM | #6 |
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You took delivery = its your car now. Too late to complain.
Further, did you not track it on the online configurator which clearly lists how your car is being built? The correct protocol would've been to document the incorrect build BEFORE delivery, have the dealer sign an "I owe you" for the correct trim swap and call it a day. You are currently at the mercy of BMWNA (if you can provide documentation) and the dealer. On the flip side, all they screwed up was the trim which is an easy fix. At the end of the I am sorry to say but you are at fault for accepting delivery of the car and now trying to fix things after its somewhat too late. GL and worst case scenario is for you to order the trim and swap it.
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10-24-2019, 12:44 AM | #7 |
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Tough situation. I think at this point I would say something like "do you really want me complaining to BMW USA about this?" And warn them to expect poor scores on survey unless this is fixed. That impacts their holdback money which is a substantial part of the money they make on the sale. This should NOT be a difficult fix although retail cost to buy and have trim swapped out is probably like $1000 if you paid for it.
If they are unfazed by a poor survey threat, give them the poor scores and walk away from the situation because at that point they won't budge. |
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10-24-2019, 03:48 AM | #8 |
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If it is a dealer with more than one dealership then talk to their head office. Either way raise an issue with BMW USA.....
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10-24-2019, 07:08 AM | #9 |
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10-24-2019, 08:12 AM | #10 |
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I understand you're upset but you taking delivery of it was a huge mistake, unfortunately. Your only option is to call BMW NA and see if they will help, but when you take delivery you sign off that the car is okay as-is.
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10-24-2019, 08:35 AM | #12 |
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Did you note the problem when you accepted the car? If you documented the problem before acceptance, you may still have legal rights.
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10-24-2019, 09:10 AM | #13 |
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You lost all leverage.
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10-24-2019, 09:10 AM | #14 |
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Have already spoken directly with the GM this morning, and they've agreed to order and swap out the trim at no cost to me. Fortunately being a decent, rational human being was enough leverage in this case apparently.
Thanks to everyone who offered some empathy or helpful info. Cheers. Last edited by 2020g20; 10-24-2019 at 09:17 AM.. |
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10-24-2019, 09:44 AM | #15 | |
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We all like eye candy. Post some pics of your car.
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