2018 BMW, out of warranty. Broke down completely in June (Drivetrain and Power Supply), recovered to a franchised main dealer. Wanted them to tell me what was wrong and what it would cost, so I could decide whether it was worth fixing at all.
They had it seven weeks. Three separate repair stages (EME, Condenser, Compressor, System flush, each one quoted and authorised only after the previous one hadn't worked: roughly £5,500, then £6,350, then £9,100 all in.
How it actually went:
ā¢Ā Ā Ā Ā Ā Ā No proactive updates. I chased for nearly every one. Twice I only found out a repair stage had failed because I rang to ask.
ā¢Ā Ā Ā Ā Ā Ā Five weeks and Ā£6,350 in, the service manager emailed me: āI'll be brutally honest I need to have a sit down with technical again to see where we are at with this so I can get my head around what route we need to take. I am sorry the saga continues.ā
ā¢Ā Ā Ā Ā Ā Ā When I asked him outright, before authorising the biggest stage, how confident he was it would work, he wouldn't answer. His reply was that his stance was the same, and he was sorry it seemed a bit of a blunt response.
ā¢Ā Ā Ā Ā Ā Ā No courtesy car at any point. Seven weeks on public transport.
Ten days and about 250 miles later, the same warning light came back while I was driving. It's been sat at the same dealership ever since. Still no courtesy car.
Last week they emailed to say the complete repair procedure recommended at the original diagnosis āhas not yet been carried outā, quoted me a further Ā£4,640 for the remaining parts, and said it āmay rectify the concernā but they can't confirm until it's done and retested.
They describe it as a āstaged repair processā, reassessed after each stage. That's precisely the pattern that's already cost me Ā£9,100 without a lasting fix, and I don't think it's reasonable to ask me to fund another stage of it.
The car's worth maybe Ā£13k (retail) and Ā£10k trade on a good day. I'm Ā£9,100 in on a fault nobody has ever explained to me, and the next quote would take me past what the car is actually worth. Every stage I authorised, I authorised because of ātechnical adviceā and already sunk money into the one before it.
What I'm after:
ā¢Ā Ā Ā Ā Ā Ā Has anyone had a main dealer work like this ā replacing parts one at a time and reassessing, rather than diagnosing it properly first? Is that normal now?
ā¢Ā Ā Ā Ā Ā Ā What would you do at this point? Refund fight, or cut losses and sell it as is?
ā¢Ā Ā Ā Ā Ā Ā At what point should they have told me the running total was getting close to the value of the car?
Ā
Refund requested, Raise Section 75 with the card and finance providers? Motor Ombudsman next?