Bloody BMW Insured Warranty Idiots!!

jph · 29-07-2010, 08:23 PM

Please be advised there will now follow a rant regarding the incompetance of the people responsible for the BMW Insured Warranty!!!!

I started my BMW Insured Warranty at the Beginning of Dec 2009, and went for the pay monthly option simply because I didn't have suffiecient funds to pay for a year upfront. This is done via a debit card payment every month.... simplicity itself you would think?

I contact them today to come and diagnose a fault that has rendered the car immobile (SMG light is on, cannot select any gears). I have already arranged for DuncanR (apologies for all the messing about mate) to get the car transported to Andy @ Murketts as I know the warranty won't recover it to them as they are not my local dealer and i'm confident it can't be fixed at the roadside.
So you can imagine my surprise when I was infomed that my policy had been cancelled at the end of April because the funds never came out of my account.
Aparantly a letter would definately have been sent out informing me that it was cancelled. I never got any such letter but apparantly they only send the 1 out and if you don't contact them they assume you want to cancel!

Now consider these points; -

Royal mail lose an estimated 14.4million letters per year.... thats about 46 thousand letters per day!!! Given those odds i'm sure a second letter or a phone call to me would have been a good idea??
They take the money from a current acount (which during that month never had less than 2.5k in it) using details on a debit card that was issued in 2008 and i'm still using today. I honestly can't see how they couldn't take the money out other than if they f*cked it up themselves!!
The guy on the phone intimated that maybe I should have been checking my statements and then maybe I would have noticed THEIR mistake.... Err I do check my statement, but I check it for suspicious looking charges not for half-witted businessed that cant take funds when they should be.
They are saying that it's my fault the policy was cancelled because I didn't contact them after I never recieved a letter through the post and I should take it up with the bank as it must be their error that caused the funds to not transfer. I could be wrong here but if there are funds in the account, and the card details are valid how can it possibly be the banks fault?
Lastly, because I have logged the fault with them whilst i'm 'without warranty' any future policy I might take out won't cover repair of this exsisting fault!!!

The customer services/charges team had gone home for the day at this point which was probably a good thing as I think if i'd got them on the line there would have been a lot of shouting and not much resolution. I will call them back first thing in the morning armed with any info I have in the hope there's at least one person there with a lick of sense that might realise they've f**ked-up not me.

Anyway, I feel better now I have shared my frustration and i'm open to any suggestions that might asist when I call them back tomorrow?

Cheers

**Mark CSL** · 29-07-2010, 09:17 PM

Sorry to hear about this but thats ( BMW AT THER VERY BEST

)

steveH · 30-07-2010, 12:09 AM

Sorry to hear about your plight and sad to say not un-typical of BMW dealers.

Regards to warrenties what is the general concensus on here as to whether to take outBMW warrenty or a.n.other OR not to take out at all??

Bounce · 30-07-2010, 09:14 AM

Sorry to hear this mate,get on the phone to BMW GB and tell them what has happend,they gave the warranty company a bollocking for me once and all was sorted.The BMW warranty is still the one to have Steve.

jph · 02-08-2010, 07:37 PM

UPDATE..... 02/08/10

Right, after providing evidence that there were available funds in my account at all times and that the card details are still valid they agreed to reinstate my warranty as a continuous policy once they had taken the outstanding funds that they should have taken over the last few months. So i'm VERY glad I finally got that resolved.

Next, I must thank our very own DuncanR and his brother Derek (who is DPJ Automoves) Thanks to Duncan's introduction Derek came down on a very miserable saturday morning and whisked my CSL away to Murketts.
Big thanks to Duncan and I can wholly recommend Derek for any vehicle moving requirements anyone may have. Check out his website at www.dpjautomoves.com

Lastly, I spoke to Andy @ Murketts earlier today (great guy to deal with, I will definately be sending my car there for future servicing) and he's identified the problem. Unfortunately despite all the hassle i've gone through to ensure my warranty is valid it may well turn out that a dealers incompetance during a previous service has created this fault and it won't be covered under warranty

I'll keep you updated!

Paul Eggleton · 04-08-2010, 01:49 PM

Sounds like a nightmare. I had a similar experience with car insurance. They never charged my credit card. IT was only pure chance I checked it online and realised, otherwise I would have merrily been driving around with out insurance. When I phoned I too got the same 'you should check your account' message. Muppets!!!

**portlandgrey** · 15-10-2010, 09:52 PM

When i bought mine, the previous owner called BMW to transfer the warranty while i was there. I gave my adress details & bank details, all of wich i got the guy to read back to me.
After 5 mins, job done, & revised docs to follow in the post.

The revised docs arrived a month later, to my adress but listing the previous owners name & bank details.

I called them back to sort it out to be told they had cancelled the warranty due to non payment (trying to debit the previous owners account).

This was sorted & the warranty reinstated, & again revised docs to follow.

The new details never did show up, so i called again & was told that i must have them as they were sent recorded delivery & had been signed for.

I confirmed that i had not recieved them & had not signed for anything, but i was told that i must be mistaken as they had proof of signature.

I asked for details of the adress they had sent to & proof of the signature recieved, & discovered that BMW had not sent to my adress, or the previous owners adress, but somewhere else entirley! With my bank details!

All resolved now, fingers crossed.

They really do struggle with the easy suff at times.

**shimmy** · 15-10-2010, 10:00 PM

Maybe they just lost interest when you were speaking?

Bounce · 15-10-2010, 10:00 PM

Quote:

Originally Posted by portlandgrey

When i bought mine, the previous owner called BMW to transfer the warranty while i was there. I gave my adress details & bank details, all of wich i got the guy to read back to me.
After 5 mins, job done, & revised docs to follow in the post.

The revised docs arrived a month later, to my adress but listing the previous owners name & bank details.

I called them back to sort it out to be told they had cancelled the warranty due to non payment (trying to debit the previous owners account).

This was sorted & the warranty reinstated, & again revised docs to follow.

The new details never did show up, so i called again & was told that i must have them as they were sent recorded delivery & had been signed for.

I confirmed that i had not recieved them & had not signed for anything, but i was told that i must be mistaken as they had proof of signature.

I asked for details of the adress they had sent to & proof of the signature recieved, & discovered that BMW had not sent to my adress, or the previous owners adress, but somewhere else entirley! With my bank details!

All resolved now, fingers crossed.

They really do struggle with the easy suff at times.

There not the best at paperwork mate.

29-07-2010, 08:23 PM	#1
jph S2 - Picking it up Join Date: Jan 2009 Location: Sussex Posts: 30 Casino cash: $781	Bloody BMW Insured Warranty Idiots- UPDATED :) Please be advised there will now follow a rant regarding the incompetance of the people responsible for the BMW Insured Warranty!!!! I started my BMW Insured Warranty at the Beginning of Dec 2009, and went for the pay monthly option simply because I didn't have suffiecient funds to pay for a year upfront. This is done via a debit card payment every month.... simplicity itself you would think? I contact them today to come and diagnose a fault that has rendered the car immobile (SMG light is on, cannot select any gears). I have already arranged for DuncanR (apologies for all the messing about mate) to get the car transported to Andy @ Murketts as I know the warranty won't recover it to them as they are not my local dealer and i'm confident it can't be fixed at the roadside. So you can imagine my surprise when I was infomed that my policy had been cancelled at the end of April because the funds never came out of my account. Aparantly a letter would definately have been sent out informing me that it was cancelled. I never got any such letter but apparantly they only send the 1 out and if you don't contact them they assume you want to cancel! Now consider these points; - Royal mail lose an estimated 14.4million letters per year.... thats about 46 thousand letters per day!!! Given those odds i'm sure a second letter or a phone call to me would have been a good idea?? They take the money from a current acount (which during that month never had less than 2.5k in it) using details on a debit card that was issued in 2008 and i'm still using today. I honestly can't see how they couldn't take the money out other than if they fcked it up themselves!! The guy on the phone intimated that maybe I should have been checking my statements and then maybe I would have noticed THEIR mistake.... Err I do check my statement, but I check it for suspicious looking charges not for half-witted businessed that cant take funds when they should be. They are saying that it's my fault the policy was cancelled because I didn't contact them after I never recieved a letter through the post and I should take it up with the bank as it must be their error that caused the funds to not transfer. I could be wrong here but if there are funds in the account, and the card details are valid how can it possibly be the banks fault? Lastly, because I have logged the fault with them whilst i'm 'without warranty' any future policy I might take out won't cover repair of this exsisting fault!!! The customer services/charges team had gone home for the day at this point which was probably a good thing as I think if i'd got them on the line there would have been a lot of shouting and not much resolution. I will call them back first thing in the morning armed with any info I have in the hope there's at least one person there with a lick of sense that might realise they've fked-up not me. Anyway, I feel better now I have shared my frustration and i'm open to any suggestions that might asist when I call them back tomorrow? Cheers Last edited by jph; 02-08-2010 at 07:40 PM.*

29-07-2010, 09:17 PM	#2
Mark CSL CSL Register Uber-poster! Join Date: Sep 2007 Location: Scotland Posts: 8,777 Casino cash: $42229	Sorry to hear about this but thats ( BMW AT THER VERY BEST ) __________________ www.procarkits.co.uk

04-08-2010, 01:49 PM	#6
Paul Eggleton S4 - Getting the hang of it Join Date: Jan 2008 Posts: 192 Casino cash: $1370	Sounds like a nightmare. I had a similar experience with car insurance. They never charged my credit card. IT was only pure chance I checked it online and realised, otherwise I would have merrily been driving around with out insurance. When I phoned I too got the same 'you should check your account' message. Muppets!!! __________________

15-10-2010, 10:00 PM	#8
shimmy CSL Register Uber-poster! Join Date: Apr 2008 Location: Uk Posts: 14,646 Casino cash: $43909	Maybe they just lost interest when you were speaking? __________________ .

30-07-2010, 12:09 AM	#3
steveH S4 - Getting the hang of it Join Date: Jul 2010 Posts: 126 Casino cash: $1340	Sorry to hear about your plight and sad to say not un-typical of BMW dealers. Regards to warrenties what is the general concensus on here as to whether to take outBMW warrenty or a.n.other OR not to take out at all??

30-07-2010, 09:14 AM	#4
Bounce CSL Register Uber-poster! Join Date: Nov 2009 Location: Cornwall Posts: 7,057 Casino cash: $35793	Sorry to hear this mate,get on the phone to BMW GB and tell them what has happend,they gave the warranty company a bollocking for me once and all was sorted.The BMW warranty is still the one to have Steve.

02-08-2010, 07:37 PM	#5
jph S2 - Picking it up Join Date: Jan 2009 Location: Sussex Posts: 30 Casino cash: $781	UPDATE..... 02/08/10 Right, after providing evidence that there were available funds in my account at all times and that the card details are still valid they agreed to reinstate my warranty as a continuous policy once they had taken the outstanding funds that they should have taken over the last few months. So i'm VERY glad I finally got that resolved. Next, I must thank our very own DuncanR and his brother Derek (who is DPJ Automoves) Thanks to Duncan's introduction Derek came down on a very miserable saturday morning and whisked my CSL away to Murketts. Big thanks to Duncan and I can wholly recommend Derek for any vehicle moving requirements anyone may have. Check out his website at www.dpjautomoves.com Lastly, I spoke to Andy @ Murketts earlier today (great guy to deal with, I will definately be sending my car there for future servicing) and he's identified the problem. Unfortunately despite all the hassle i've gone through to ensure my warranty is valid it may well turn out that a dealers incompetance during a previous service has created this fault and it won't be covered under warranty I'll keep you updated!

15-10-2010, 09:52 PM	#7
portlandgrey S4 - Getting the hang of it Join Date: Jan 2010 Posts: 153 Casino cash: $8449	When i bought mine, the previous owner called BMW to transfer the warranty while i was there. I gave my adress details & bank details, all of wich i got the guy to read back to me. After 5 mins, job done, & revised docs to follow in the post. The revised docs arrived a month later, to my adress but listing the previous owners name & bank details. I called them back to sort it out to be told they had cancelled the warranty due to non payment (trying to debit the previous owners account). This was sorted & the warranty reinstated, & again revised docs to follow. The new details never did show up, so i called again & was told that i must have them as they were sent recorded delivery & had been signed for. I confirmed that i had not recieved them & had not signed for anything, but i was told that i must be mistaken as they had proof of signature. I asked for details of the adress they had sent to & proof of the signature recieved, & discovered that BMW had not sent to my adress, or the previous owners adress, but somewhere else entirley! With my bank details! All resolved now, fingers crossed. They really do struggle with the easy suff at times.