BMW USA...Lack of Customer Service.

[Temple]

Well I have been having a problem with my 135i for some time now. I have even had the vehicle swapped out and the new car is now making the same sound.

My car makes this popping clunk type sound from the rear of the vehicle. It sounds more harsh and is more frequent in the mornings and when first being driven. It is loud enough that I can hear it over the stereo at normal listening volumes.

I was told to bring the car in three different times to the dealer within a two week period so they could hear the problem. On the third round I decided to call BMW USA to see if I could get better traction.

BMW USA is now telling me that the problem is normal and it is the way the car was engineered. BMW USA has not even looked at the car. The field reps that made this decision have never heard the sound for themselves. Seems really strange that they could make a decision saying something is normal when they have not even heard the sound in person. The dealer that relayed the popping sound info to BMW USA has never heard the sound when it is at its loudest becuase the sound is not as lound after driving for 15 min to get the car to them. This deal has not even looked at it to try and find a resolution. A Shop Foreman at another dealership heard the sound and said "That is a manufacturing Defect". Then they turned around the next day and say "its noraml".

I have two friends that own the exact same car and they do not have this sound so I would say that this is NOT normal. Hard to think that a company like BMW is pulling this kind of crap. All I want is a car that is quite and that is one of the reasons why I bought a BMW to begin with.

Looks like it might be time to get an attorney...

[scorcherjf]

Definitely not normal. I don't hear any clunking sound coming from anywhere, at anytime! (Unless I'm driving on some weird bumpy road...)

Looks like you might have to go down the legal route... as time consuming that may be =(

[Temple]

My car does this first thing in the morning driving on a flat surface.

I still find it funny that BMW USA says that this sound is normal when they have never heard it in person! I want the regional field engineer to drive with my in the car when it is cold and tell me in person that this is normal!

[AchtungF80]

Mine doesn't make that sound either. But it is weird that you perceived the exact same clunk on your last 135i and your replacement 135i if I read that right?

Perhaps something in your driving style contributed?
Could that be a possibility?

[Guildenstern]

Originally Posted by Temple

Hard to think that a company like BMW is pulling this kind of crap. All I want is a car that is quite and that is one of the reasons why I bought a BMW to begin with.

Why do people assume because it's BMW NA it's not going to act like every car company out there? I strongly doubt a Harsh cold morning Pop-CLUNK is normal. Ive never heard one. And if you really want to make a case for it leave them the car and have them check it in the morning.

I've heard the "That's Normal" line from every dealer of every manufacturer I've owned. Yes including BMW. Half the time I usualy end up finding a service bulliten for my problem.

With two diffrent cars and the same problem the key suspects are Dealer Prep or somehting you are doing. Unless you have crap in your trunk or are a cumpulsive Sleep walking bolt loostener my guess is it's their problem.

That or your shock Bushings are still breaking in, then that's normal.

[Temple]

None of the above except maybe shock bushing but wouldn't we hear more people complain if that were the case?

For sure nothing I am doing. The last car did it off the lot.

[Add1ct]

hmm something to look for

[Temple]

Originally Posted by Guildenstern

I strongly doubt a Harsh cold morning Pop-CLUNK is normal. Ive never heard one. And if you really want to make a case for it leave them the car and have them check it in the morning.

They are saying they will not even look at the car so that will be kind of hard to do. That is what needs to be done at this point and with the regional rep.

I think the dealer is not relaying very good info to this rep and he is the one who makes the final decision. In this case the wrong one. Might just have to start posting this on the many different BMW forums to see what kind of feedback I get. At this point BMW USA has left me with no other options.

[Guildenstern]

Well I see it like this. If it's perfectly Normal, then have them tell you exactly what the perfectly normal sound is from, and why. If they know it should be there, they should know why it should be there.

This is with no offence to you, but if you arn't very thch minded have them write it out and bring it here. Just so you don't end up with a case of circulating Muffler Berings or Sloshing Blinker Fluid or somehting.

And mabey look into another dealership for service. No loner car priveledges or not, locking out a concerned customer is not a particularly acceptable practice.

[Temple]

They have tried to say its body flex which I know for a fact it is not.

I would say something along the lines of suspension or maybe the bar that goes across the fuel tank.

[imdanomite]

is it during initial take off? automatic or manual? can you reproduce the sound? i know E9x vehicles had a defective differential seal that would cause a clunk/metallic pop sound whenever you initially took off. power braking will also induce the noise.

too bad you're in seattle, i'd definately try to help you out.

[Temple]

This seems to happen mainly at take off. Manual transmission. I can re-produce at will. Happens all day every day. Seems to be louder when first starting out then is a bit more muted after 20 min of driving or so.

Seems to happen in the same locations every day on the way to work. It will also happen just going in a straight line on a flat surface.

[Temple]

I still find it hard to fathom that BMW is pulling this kind of crap. They have not even looked at the car to see what is causing the problem but instead give the ole "its normal" line. If they are going to play this way I will go out of my way to let as many people as possible know what kind of crap they pull with their customers. Plus I am looking into getting this fixed from an independant shop. Once fixed I will go after BMW for reimbursement as I am sure it will be something other than "normal".

[imdanomite]

good luck fighting them. maybe it's a westcoast thing. i know for sure we (my dealership) wouldn't do that, it's poor customer service.

[ORIGIN M.]

Customer service is worthless... Customer loyalty is priceless!

[Temple]

Not feeling so loyal these days!

[ORIGIN M.]

Originally Posted by Temple

Not feeling so loyal these days!

I don't blame you.

Wait until the servey arrives!

[mchaskell]

Mine makes the same type of noise and I got similar response from my dealer. Very disappointed in the quality of service for a premium brand.

[IDBMW]

You need to follow the lemon law for your state. It is really easy and you do not need legal assistance. A third party looks at the issue and decides if you get a new car. The better you document it the better chance you have of a decision in your favor.

[ORIGIN M.]

The last thing you want to do is go with the lemon law.

Not a dream come true by any margine.

[Temple]

All I really want is for them to just fix the problem. They have not even looked at it to determine what the problem really is. I know for sure it is not "body flex" as they try to tell me. If it was it would do it at all speeds. Mine does not make this sound at all speeds and sounds nothing like body flex. This is just BMW's way of saying its "normal". Really lame if you ask me.

[Temple]

Update...

A month ago BMW decides to send a regional tech out to look at the car. The dealership was very secretive about the whole process and would not let me talk to the guy. They also said they were given no info from him. Well today I get a call from BMW NA and they are telling me that this regional tech says the car is within BMW's tolerances and they will be doing nothing to try to fix the problem. Funny how a local shop foreman from another dealership says that this is a "manufacture defect" yet BMW NA calls it normal. If this were normal we would be hearing a LOT of other people from this forum complaining about the problem. Looks like it is time to take this to some higher ups at BMW. Something is just not right here. This pop/clunk sound is far from normal and not even close to acceptable in any new car let alone a BMW. I will also be calling the BBB and might involve the local press if need be. Way to go BMW! This will be my last BMW purchase and I will do my best to let everyone I know how you treat your car owners...