Any Recourse for Minor Damage Done by Dealer During Service?

[crowtrobot]

I recently took my car in for alignment at a "nearby" (nearby up here in upstate NY is 45min away) BMW dealer and have found several problems after the service:

First and foremost - they clearly did not drive the car to test the alignment. The steering wheel is cocked at least 15deg to one side when the car is tracking straight.

They said they could not get more than a degree of negative camber despite the M3 front control arms. I found this a little odd. When I got home and inspected the car, I found the following:

• Alignment pins have been removed
• Stock Strut braces and strut tower were all bunged up, as if the alignment tool was rammed under them instead of the braces being removed.
• BMWP Strut brace has a gauge out of it (almost brand new)
• BMWP Intake cover is all scuffed up (again, almost brand new)

These are sort of minor cosmetic issues in the engine bay, and I might be being anal, but I am pretty meticulous when I do my own work, and the sum of all these things together doesn't give me great confidence that any of the work was done properly; since I am tracking the car, confidence in the work is rather important. Also, I have a feeling those struts will rust with the paint chipped off like that.

Is there any sort of recourse as a customer in this case? I typically do my own work, this is one of my first experiences with a BMW dealer; I'd have expected something like this getting my car aligned at a muffler shop or something, but not from a premium car brand's garage.

[ianc]

Take it back and give them an earful. It amazes me how some monkeys think this is acceptable. If you don't complain, the next guy will be getting it in the teeth too.

Make them fix\replace everything and pick up your next oil change free for having to drive up there again...

ianc

[135iTime]

Go back and politely bring it to your service advisors attention. At least in my experiences with Audi in the past (assuming bmw is the same) the service advisors bonus based on their customer surveys and they will go out of their way to make things right to avoid losing out on a potentially significant monthly bonus.

I've always had good luck with the approach of being reasonable until it's time to be a dick about stuff like this. Make it right and everything is fine, otherwise under the bus you go.

[chadillac2000]

Sorry to hear about all that. I'd definitely be upset about having all my new parts scratched up.

It's always a catch 22 when I'm presented with a situation like that. Do you really want that group of mechanics working on your car again?

If you're interested in addressing the crooked steering wheel, straightening it out is pretty simple from underneath the car. Here's a link to how I did mine:

http://www.1addicts.com/forums/showt...1294947&page=2

[Esteban]

As others have said, take it back and show your service advisor. If you don't get the results you want, go to the service manager. If that doesn't work, contact BMWNA. Don't forget to take pics. You should be made whole again.

[Esteban]

PS - I say always be reasonable and respectful. After all, these people you will be talking to didn't damage your car; some unprofessional, irresponsible tech(s) did.

[desertman123]

how

[bm996tt]

That is why I try to never take my car to a shop and rarely do as I perform all my own repairs/maintenance. I have only on a few occasions not found some sort of damage. Mention it but my guess is that you will have to replace/repair damage or live with it= good luck.

[crowtrobot]

Thanks for the advice, all. I sent an email similar to the original post detailing the issues and documenting with pictures. My offer was that I'd do the install myself if the dealer would be willing to replace the parts at no cost. I'm not at all confident in their ability to re-install things without screwing something else up, so I'd be happy just to get the parts for free. Will follow up in-person if nothing comes of it. Good to hear that most have had some success with the Service Rep.

My concern is that the damaged parts are sub-components of more expensive BMWP packages, but hopefully they'll be able to find a way to replace them.

chadillac2000 saw that thread, thought about it, but I've got a track day this weekend and don't want to risk making things worse before heading out

[doublevanosrc]

You sent an email?? Shit man, after all that, I would have shown up in person asap looking for someone to talk to. You didn't get what you paid for and they damaged your car, this requires a face to face meeting if you expect to get this resolved.

[tock172]

Quit pussyfooting around, writing threads and composing emails. Put the screws on these people, or they will walk all over you. Take it from someone who has fought to the end of the earth with dealers and won.

[bm996tt]

I took my 996tt in for service and they cracked both tail light securing tabs- both sides. Only after I showed them dated close up pictures the day of drop off did they pay up-1000 for new lights. I always take close up photos the day I drop off of area that needs addressed.