Gunay Cagri TUZAK - BMW AFTER SALES SERVICE

Posted on Friday, July 4th, 2008 at 4:09am CDT by eda70212

Product: BMW 5.30d 2004

Company: Gunay Cagri TUZAK

Location: Gevher Nesibe Mah. Avrupa hastanesi yani Avrupa is merkezi Kat:7 no:26
Kayseri, Ko, TR

Category: Other

Dear Madam or Sir

Thank you for your third email about my details forwarded to relevant department.

You were sent that to me 3 times in last 10 days. I think nobody care after sale service and customer satisfaction in BMW.

Your distributors and your head quarter are same. Congratulations you make me hate BMW. You loose a fan of this brand.

My car still in service center. Still nobody called me for help or anything. This is 16th day.

I will talk with my lawyer and to apply to the court for relief, in Turkey and Europe.

Now if possible please inform your distributor (Because I cannot talk with any authorized person or they dont care me.) . I need my car without repair.

I will make examination and expertise for court.

Sincerly

___________________________________________

Gunay Cagri TUZAK

ETAP GROUP

General Manager

Tel: +905338130005

Organize Sanayi Bolgesi

Demirciler Sitesi 20.Cad.No:64

KAYSERI/TURKEY

From: BMW Customer Service Team

Sent: Thursday, July 03, 2008 5:30 PM

To: [email protected]

Subject: Re: SERVICE PROBLEM I need your help!!!

Dear Mr Tuzak,

Thank you for your recent e-mail.

We have forwarded your details once again to the relevant department for assessment.

Kind Regards,

Bayerische Motoren Werke Aktiengesellschaft

Customer Service Team

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Bayerische Motoren Werke Aktiengesellschaft

Board of Management: Norbert Reithofer, Chairman,

Frank-Peter Arndt, Ernst Baumann, Herbert Diess,

Klaus Draeger, Friedrich Eichiner, Michael Ganal,

Ian Robertson

Chairman of the Supervisory Board: Joachim Milberg

Registered in: Munich HRB 42243

-------------------------------------------------------------------

Dear Madam or Sir

I was wrote below email to you a 3 days ago with my language(Turkish)

I am affraid somebody cannot understand how serious problem I have or nobody can speak Turkish there.

I have got BMW 5.30d 2004 year (body number:B626971) and it has got many serious problem.

I always make periodic meintenance just in time in authorized service center.

I was visit many times to your Turkey distributor's service center but they didnt solve my problems.

My problem began 2 years ago in guarantee period. then past 2 years I dont feel I am driving BMW and also I am the owner of Legendary car.

I am driving a kind of car which is broken on the way suddenly. I am afraid to travel in long distance with my car.

1 week ago my car added one more failure to his blacklist. I was travelled to istanbul with my car. The distance of my city(kayseri) to istanbul around 800km.

when I was there I felt some shake on transmission. Also when I kick down the accelerator pedal my car collapse 3-4second after then accelerate.

I can feel to much shake and vibration when the gear up or down in automatic transmission.

I was called distributors service center and they take my car to service with tow truck. My car in extended guarantee period. I was signed contract for that 1 years ago and I paid about 2000euro.

I left my car in service station and turn back my city by plane. After 4 days later they called me they said: they cannot detect my complaint they are suspecting a problem on shaft chock.

They cannot detect the real source of my problem because of my car's failure detection system doesnt work well. I was faced with this problem many times in service center.

I have experianced about that in my car. I inform them and told this problem. All the failure of my car happen without any error report also service centers never detect problem by computer.

I told them which conditions make this failure. But still they cant detect. My car has also many similiar problem like that.

You can check it below list. I will list my service visits, main problems and results in chronologically order.

Failure's:

1- Exhaust gas come from air condition and car cannot pass 120km/h speed. exhaust manifold was changed. No gas smell (but sometimes acceleration problem still have)

2- Turbo charger changed 2 times(but sometimes acceleration problem still have)(Problem not solved)

3- DSC system error. I have to drive moderately always (still not solved)

4- Steering wheel so heavy. very hard to turn left or right. (steering pump was changed) (Problem not solved)

5- Front seat heating system over heat. If you activate it you should go hospital. Seat floor leather was burned but they dont care. (Problem not solved)

6- Sunroof cannot close if you open it. And noisy (Problem not solved)

7- Automatic transmission make shake and vibration while gear up or down. Car collapse in kickdown 3-4 second. (problem not detected and not solved)

I suppose my car is prototype. The trial version of 5 series. Can you imagine? How can I feel I am driving BMW for safety, performance and luxury? All the chinese car has less problem then my car.

I think your Turkey service cannot detect the source of failures. I need an engineer who has good skill from germany or another country for repair my car.

I can cover all the expense for that(flight tickets, accomodation, etc.) Actualy my car is in guarantee period(extended) but nobody care it.

I try to sell this scrap but nobody wants to buy due to failures. I was paid 65.000euro to this car 2 years ago. After I spend more then 5.000 euro for extend guarantee period.

If you need you can take my car to your scraphouse. Honestly if you can cover tow truck fee between Turkey and Germany.

I am feeling helpless... You are my last hope. If you offer me to burn that car. I will set on fire.

Sincerely yours.

___________________________________________

Gunay Cagri TUZAK

ETAP GROUP

General Manager

Organize Sanayi Bolgesi

Demirciler Sitesi 20.Cad.No:64

KAYSERI/TURKEY

THIS EMAIL WRITEN IN TURKISH LANGUAGE IF YOU NEED I CAN TRANSLATE TO ENGLISH FOR YOU. PLEASE INFORM ABOUT THAT!!!

Say?n ilgili.

Ne yazikki 2004 model B626971 sasi numarali BMW 5.30diA E60 sahibiyim.

3 yil once 2.el olarak satin almis oldugum bu aracin sorun ve problemleri bir turlu tukenmedi.

Araci aldigim gunden bu yana uzatilmis garanti icin binlerce Euro garanti parasi odedim. Buna ragmen odedigim tamir bedelleride yine

binlerce Euro dur.

Ilk olarak arac?n havalandirma sisteminden egzost gazi geldigini ve arac?ma biraz fazla gaz verdigimde arac?n guc kaybederek

120km/saat hizi gecmedigini farkettim. Bu sikayetlerle Trkiye ithalatcisinin servisine basvurdum. Sorunun manifolddaki bir catlaktan kaynaklandigini soyleyerek

eksozt manifoldumu bedeli karsiligi degistirdiler. Bu islem gaz kokusunu kesmesine ragmen performans kaybi arizasini gidermedi.

Bu arizayla ilgili olarak sonraki tarihlerde 4 defa daha 7-15 gunluk periyodlar suresince aracim serviste kaldi. Bulundugum sehirde BMW yetkili servisinin bulunmamasi

sebebiyle her defasinda yaklasik 1000km lik yolculuklar sonucu servise ulastim. Ilgili ariza sebebiyle benim bilgim olan 2 defa turbo unitesi degistirildi. Ancak hala performans kaybi

sorunu cozulemedi ve turbodan gelen islik sesi giderilemedi. Gecen hafta aracimla birlikte yaptigim istanbul seyahatinde aracimin vites gecislerinin cok sarsintili oldugunu farkederek

servisi aradim. Aracim servise cekildi ve yaklasik 5 gundur halen aracimin arizasina teshis konulamadi.

Aracimin sorunlari sadece bunlardan ibarette degildir. Asagida butun cozulemeyen sorunlarimi maddeler halinde belirtiyorum.

1- Turbo unitesinden gelen islik sesi ve aracta olusan performans kayb?. (Bu durum olustugunda aracim 120/km saat hizi gecememekte ve cok uzun bir sure gaza basmama ragmen tepki vermemektedir.)

2- Direksiyonum ayni tipte araclara kiyasla 2 kati daha sert ve yorucudur.

3- Sunroof zaman zaman kapanmamakta ve ses yapmaktadir

4- On koltuk isitma sistemi devreye alindiginda korkunc bir isi vermekte, oturan kisiyi ve dosemeyi yakmaktadir.

5- Zaman zaman DSC sistem hatasi vermekte ve bu durumda surus guvenligi kaybolmaktadir.

Sorunlarimi halledemeyen Turkiye servisinin basarisizligi ortadadir. Son 1 yil icerisinde aracim bu ve benzer arizalardan dolayi yaklasik 3 ay gibi bir sureyle serviste kalmis ve buna ragmen

halen hic bir sorunum giderilememistir. Bu konuda yardimlarinizi ve eger tamirati mumkun degilse aracimi hurdaya ayirmanizi rica ediyorum

Saygilarimla.


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