QUILL has done it again! Majorly PISSED!

[NCH]

Sent it my car for the 2nd time because they did not manage to solve the problems during the first visit. I hate it when they listen to your problems enthusiastically but later tell you "Oh, we checked already and found no faults. It's normal"What should be done last time:-Remote control/Comfort Access issues-Vibrating xenon beams-Noise insulationWhat didn't get done last time: ALL OF IT!They said there wasn't enough time to work on it because I was waiting there and they didn't wanna make me wait. Well i waited 3 hours and nothing happened. Went to ask the service manager and they said my car was being washed. They said better bring in the car again and leave it there. They'll have to remove the front bumper to take out the headlights to inspect thoroughly. Fine, I guess I'd let them do it when I come in next.Today I went in again.What should be done today:-Remote control/Comfort Access issues-Vibrating xenon beams-Noise insulation-Wheel alignment-Front left indicator malfunction error messageThey had to take my car to Puchong to do the wheel alignment and I was OK with that. I left the car with them and came back at 4.30pm but they said it'd take 1 more hour, so 5.30pm.At about 5.35pm, they gave my car back. It got a clean wash, which was nice. Within 1 min after I left Quill, I noticed the wheel alignment was still not right. The car kept pulling to the left side. So I went back to Quill and asked for the job sheet. For some reasons they insisted that for repairs under warranty, there is not job sheet given to the customer. That was complete BS, my first visit was nothing like that.So I asked them what was being done since this morning. They claimed: wheel alignment is done (wouldn't show me any documentation)noise insulation is done (by readjusting the doors, as if i knew if they did anything at all), checked the xenon and found no faults (they love to say this and get away with it) front indicator no fault (of course, according to them)Re-calibrated remote control receiver. remote control is like that because of tinted windows (I accept that, some other forums say the same thing). FINE, I just wanted to see the tasks documented on job sheet so I can have a record to show to BMW Malaysia. They just wouldn't produce the job sheet from this morning so I guess they never created one properly anyway. However, they managed to show me one job sheet about noise insulation but that was created only after I brought the car back. Funny enough, they were gonna work on noise insulation AGAIN and they asked me to take a seat. No friggin way man, I dropped by at 10 am this morning and at 6+ they want to make me wait again?!?!?! I was losing all my patience to hear the stupid excuses.Conveniently, a courtesy car just appeared from nowhere for me to take home while they inspect my car thoroughly AGAIN (MY ASS). I have asked for a courtesy car before but they always said there is none. So the service executive said:They are going to do the wheel alignment AGAIN (RIGHT!)Re-calibrate the remote control AGAIN (RIGHT, as if I could tell if they did anything at all)HATE IT when they try to get rid of customer by saying they have done so many things and you simply can't prove that they haven't done any shit.Lesson of the day: Tell them your car problems, make sure they print them on the job sheet. In case they never did anything, you can use it against them.I have the courtesy car with me now, it's a 320d (surprisingly fun to drive)They have take as long as they want with my car but I'll be watching the mileage. And if they don't manage to solve the problems this time, I'm going to email their managing director, BMW Malaysia & BMW AG.Is it just me or BMW service really sucks????

 

[kamion]

Sounds bad bro, but what can we do? Unless we insist sit there and watch them do the work, but where got time? If got time, we go enrol in BMW technical college (if there's one) and learn to fix ourselves.

 

[bimmer73]

Sent it my car for the 2nd time because they did not manage to solve the problems during the first visit. I hate it when they listen to your problems enthusiastically but later tell you "Oh, we checked already and found no faults. It's normal"

What should be done last time:

-Remote control/Comfort Access issues
-Vibrating xenon beams
-Noise insulation

What didn't get done last time: ALL OF IT!

They said there wasn't enough time to work on it because I was waiting there and they didn't wanna make me wait. Well i waited 3 hours and nothing happened. Went to ask the service manager and they said my car was being washed. They said better bring in the car again and leave it there. They'll have to remove the front bumper to take out the headlights to inspect thoroughly. Fine, I guess I'd let them do it when I come in next.

Today I went in again.

What should be done today:

-Remote control/Comfort Access issues
-Vibrating xenon beams
-Noise insulation
-Wheel alignment
-Front left indicator malfunction error message

They had to take my car to Puchong to do the wheel alignment and I was OK with that. I left the car with them and came back at 4.30pm but they said it'd take 1 more hour, so 5.30pm.

At about 5.35pm, they gave my car back. It got a clean wash, which was nice. Within 1 min after I left Quill, I noticed the wheel alignment was still not right. The car kept pulling to the left side. So I went back to Quill and asked for the job sheet. For some reasons they insisted that for repairs under warranty, there is not job sheet given to the customer. That was complete BS, my first visit was nothing like that.

So I asked them what was being done since this morning.

They claimed:

wheel alignment is done (wouldn't show me any documentation)
noise insulation is done (by readjusting the doors, as if i knew if they did anything at all),
checked the xenon and found no faults (they love to say this and get away with it)
front indicator no fault (of course, according to them)
Re-calibrated remote control receiver. remote control is like that because of tinted windows (I accept that, some other forums say the same thing).

FINE, I just wanted to see the tasks documented on job sheet so I can have a record to show to BMW Malaysia. They just wouldn't produce the job sheet from this morning so I guess they never created one properly anyway. However, they managed to show me one job sheet about noise insulation but that was created only after I brought the car back. Funny enough, they were gonna work on noise insulation AGAIN and they asked me to take a seat. No friggin way man, I dropped by at 10 am this morning and at 6+ they want to make me wait again?!?!?! I was losing all my patience to hear the stupid excuses.

Conveniently, a courtesy car just appeared from nowhere for me to take home while they inspect my car thoroughly AGAIN (MY ASS). I have asked for a courtesy car before but they always said there is none.

So the service executive said:

They are going to do the wheel alignment AGAIN (RIGHT!)
Re-calibrate the remote control AGAIN (RIGHT, as if I could tell if they did anything at all)

HATE IT when they try to get rid of customer by saying they have done so many things and you simply can't prove that they haven't done any shit.

Lesson of the day: Tell them your car problems, make sure they print them on the job sheet. In case they never did anything, you can use it against them.

I have the courtesy car with me now, it's a 320d (surprisingly fun to drive)

They have take as long as they want with my car but I'll be watching the mileage. And if they don't manage to solve the problems this time, I'm going to email their managing director, BMW Malaysia & BMW AG.

Is it just me or BMW service really sucks????

Bro,

If still cannot solve your problem blog about it and tag to google alert. My wife accompanied her friend to AB Sg.Besi to drop her car for service one morning and as usual no one bothered to attend to them, they had to wait and wait and my wife went off the handle cause they had to get to work. She later came home and bitched about her experience of her visit to AB on her blog and of course my chance to have another beemer (335i) in my driveway to play with went down the drain. ( After so many racun and convincing that i have had done). BMW Malaysia contacted via her blog and emailed to apologies blah blah blah......after that they were very attentive.

I tried my luck and told her to ask for BMW instead of apology..hahaha......

 

[kelvinp]

sounds like a Proton Centre to me.. Anyway good luck on the repairs, hope they'll manage to fix the bugs. Cheers!

 

[viewfinder]

NCH sorry to hear about your experience. Hope your car issues got straighten out soon by SC.

One thing that I've learned is that the time quoted by any mechanic (authorized or not) is always best case scenario... machine, computer (rings a bell?), WAN network, human factors, no other issue with car etc. If everything works per plan, then it would be like F1 pit stop down to milliseconds accuracy. Even F1 pit stop crew & equipment screw up from time to time.

The headlight vibrating or getting foggy inside issue have been talked about in this forum and other forum in the US. Normal? Not to anyone having common sense.

I think the no job sheet thingy could be true. Same with AB for things done by warranty. But in any case, they (BMW and its authorized SC's) have process issue since there's no trace-ability and potentially accountability issue as you pointed out.

 

[astroboy]

Nope, u r certainly not the first nor the last. We all had our turns and how do the rest of us live with these kind of craps?

Simple, lower the expectation a bit and try to understand the problem SA/SC faces. The SA only selling the car, they don't make the car. Just like we accidentally bought a can of sour milk from the hypermarket. Why bother wasting time complaining to the hypermarket? Take it up with the manufacturer or producer direct.

Servicing in SC is costly due to the premium markup on parts and costly man-hour labor charge. I seriously can't afford it. Its a matter of time, I will service my car outside. So why even bother wasting time with them now?

I like BMW, I buy BMW. I couldn't afford a 6-potter, I buy a 4-potter. I couldn't find a suitable used BMW, so I had to buy from an authorised SA. All services and warranty that come with the car are bonus, if I get to claim anything. That way, no stress of BMW ownership. I even prepare spare car myself standing by for a brand new BMW break down. There seriously no other car handles the B-roads as good as a BMW, I have no choice and willing to live with it reliability issue.

Looking back into your complaints:

-Remote control/Comfort Access issues: We pre-LCI no such thing.. and u didn't describe your issue to us. Was it the one that key fob not detected issue, and must be plugged in to start the engine?

-Vibrating xenon beams: We all suffer from this, the E39 even worst. The lens has an auto leveling device attached to allow tilting of lens. On bumpy road, the lens wobble.

-Noise insulation: What noise? What insulation?

-Wheel alignment: We never trust alignment job done by SC. We do it outside shortly after the car is driven off the delivery bay. Repeat visit to them is hopeless too!

-Front left indicator malfunction error message: LEDs in the turn indicator failure?

 

[etquah]

Front left indicator malfunction error message: LEDs in the turn indicator failure?

It is warranty, they can change for you. I am waiting for the stock to arrive from Gernmay ( as usual )

 

[etquah]

I think it is the "almost" the same in all the SCs you go. especially noise in the car, they are too lazy to rectify the problem. Almost Every car also have noise from somewhere. Mine also cannot solved. I think it is coming from the dashboard, so it is too difficult to open it up

 

[astroboy]

Drive a little faster, all the noise will be gone.. or crank up the radio volume a little.. Sorry I don't know how serious is your noise but I can live with mine.. .. or maybe your 18" PS3 is too quiet, that's why all other noises now become obvious..

 

[MSport]

Firstly, no car is perfect. A car may have a 99.9% perfection, but there will still be that 0.1% unknown.

Multiply that by the number of parts in a car and that's your probability of having issues. It's just how we get accustomed to certain things. Some things can be fixed, some can't.

P.S I recalled a friend of mine who complained of LDP running near his newly moved in house and the noise from the traffic. After a couple of months, the noise became part and parcel of his life, so much so that come CNY, he finds it very quiet and unusual.

 

[infinityKL]

Sorry to hear NCH ...
For a matter of fact every car make Sc's are the same, not just BMW, its the people!!

 

[docrayboy]

Firstly, no car is perfect. A car may have a 99.9% perfection, but there will still be that 0.1% unknown.

Multiply that by the number of parts in a car and that's your probability of having issues. It's just how we get accustomed to certain things. Some things can be fixed, some can't.

P.S I recalled a friend of mine who complained of LDP running near his newly moved in house and the noise from the traffic. After a couple of months, the noise became part and parcel of his life, so much so that come CNY, he finds it very quiet and unusual.

Just had my first service done today for my 320d at Quill! They taped the sides of all the doors-to rectify the rattling sound whenever I got over bumps.Quite a horrible sound actually...makes my wife laugh. Sounds as if you are a driving a bamboo car. The sales rep, nice guy Syahmi says it affects the 3 series car doors with black interiors....Let's see whether the sound returns.... keeping fingers crossed!
Otherwise everything went smoothly, brought the car in at 830am(already made an appointment two days before)...and the car was ready, washed and vacuumed by 2pm.

 

[E46Fanatic]

-Wheel alignment: We never trust alignment job done by SC. We do it outside shortly after the car is driven off the delivery bay. Repeat visit to them is hopeless too!

Agree on your points except for this. The BMW KDS alignment at the SC is the best (for those who have done it). More so for cars with active steering. A lot of 3rd party shops are more cowboy in nature and don't rely as much on the readings vs. their seat of the pants feel. Probably because their machines have not been calibrated in ages in the first place .

My guess is Quill never did one for NCH and hence could not give him the readout. Once your car does the KDS II alignment, the record is stored, and archived with the chassis number etc, so you can pull it out for reprints or reference.

 

[astroboy]

Agree with e46f, the active steering equipped BMW is a little tricky, glad mine don't have..

 

[NCH]

Just had my first service done today for my 320d at Quill! They taped the sides of all the doors-to rectify the rattling sound whenever I got over bumps.Quite a horrible sound actually...makes my wife laugh. Sounds as if you are a driving a bamboo car. The sales rep, nice guy Syahmi says it affects the 3 series car doors with black interiors....Let's see whether the sound returns.... keeping fingers crossed!
Otherwise everything went smoothly, brought the car in at 830am(already made an appointment two days before)...and the car was ready, washed and vacuumed by 2pm.

OK this is what i meant by noise insulation. It was Syahmi who confirmed with me about the noise. He took my car for a drive and told me all the M-sports models are affected because of the black window trim (is it black interior or black window trim)? . I always have the doors & windows properly closed but it just feels like something's not tightly secured. I have a 320d courtesy car with me now and it doesn't have such noise coming from the outside.

What Syahmi suggested was to put some body tape and it might fix it. I sent it my car yesterday morning and this was one of the things to solve. When I went back to pick up my car, they said they readjusted all doors instead of putting on the tape. The door readjustments (if they did it) did nothing. I wasn't too happy about it and that's when they decided to try using the body tape.

So tell us, did the tape improve anything?

 

[NCH]

Agree on your points except for this. The BMW KDS alignment at the SC is the best (for those who have done it). More so for cars with active steering. A lot of 3rd party shops are more cowboy in nature and don't rely as much on the readings vs. their seat of the pants feel. Probably because their machines have not been calibrated in ages in the first place .

My guess is Quill never did one for NCH and hence could not give him the readout. Once your car does the KDS II alignment, the record is stored, and archived with the chassis number etc, so you can pull it out for reprints or reference.

Nothing was recorded. No proof. No evidence. They didn't give me a job sheet unlike my first visit.

If they have done the wheel alignment for me, no way they'd say they're going to do it again.

The only thing I noticed was the car wash. Maybe that was just a cover up to distract.

 

[NCH]

Sorry to hear NCH ...
For a matter of fact every car make Sc's are the same, not just BMW, its the people!!

Yes it's the people I agree. Hate it when people just choose the easy way out.

 

[astroboy]

Yes it's the people I agree. Hate it when people just choose the easy way out.

If its quality that u seek, do give Ingress Auto a try. Its a very busy SC, so be prepared the wait and getting a courtesy car from them also impossible for me. Thank god my E90 doesn't have the cracking noise.. every little job, I normally give them at least 1 day.

So every time I'm flying out of town, only I put my car in.. free shaded overnight car park with tight security

 

[racheltoh]

NCH...be thankful. My friend's car leaking from the rear...and car is less than 2 month old. Quill is fixing it too...

 

[Ennui78]

I wish they'd open another Service Centre in Penang...........