Facing the tide of complaints, BMW is completely "lying down"!BMW's complaints have been "dominated" for 4 consecutive months, and the factory has not made any positive response ...

At the moment when the car is intelligent and popular, the online upgrade of the vehicle system and the voice control system are very common configuration functions. More than 100,000 or even tens of thousands of vehicles are available, and what the BMW car owners can't think of. These two functions are arrears on the "Don't touch me" with hundreds of thousands of yuan, or "the configuration list is available, there is no real car", and more importantly, in the face of the frenzy of anger complaints, BMW BMW, BMW The manufacturer turned a blind eye, chose "lying flat"!

In fact, there are still many bad things that BMW owners have recently encountered, and it has a cracking oil, abnormal sounds of brakes, cracking body components, and even fixing a puppet to return to the store three times in a row, spontaneous combustion of new energy vehicles, etc. A brand can "dominate the list" on the domestic car complaint list for 4 consecutive months, and BMW Motors not only does it, but even "dominate" its own style and "rising curve". In April, in the TOP10 model of the complaint list, there were three BMW models on the list. By May and June, BMW's models had 5 models on the list, occupying "half of the country", and the BMW X3 was " "Occupied", the number of complaints for two consecutive months is the first.

The vehicle system is missing, and the owner of Qingdao is "kicking the ball"

For car owners, the number of complaints is not just a number. Behind the complaint is the losses, grievances and "voting" of the owner. Mr. Chen, the owner of Qingdao, was like this. In mid -August 2019, he purchased a 2020 BMW 5 Series at the 4S Store of Xinbaoxing Store in Qingdao. The car system was the IDrive 7.0 vehicle system that caused the owner of the BMW owner's collective rights. Essence "I also blame me a little bit about it. I didn't realize that there was a problem with this set of car system. Recently, many media have begun to report, and I noticed that the actual function of this set of car system is not consistent with the user manual." Chen Chen, Chen Mr. said that the user manual clearly describes the vehicle system remote upgrade and voice control, but the actual vehicle cannot be realized at all.

According to Mr. Chen, when he purchased the car at the time, the sales staff also made it clear that the actual situation of the vehicle was completely consistent with the user manual equipped by the car itself. What doubts him is that the 2020 3 Series, 7 Series and X5 vehicles are the ID7 system, but these three models can achieve voice control and online remote upgrade, while the 5 Series does not have these two functions.

After discovering this situation, Mr. Chen quickly found the 4S shop to discuss, but did not have a effective reply. Qingdao Xinbaoxing 4S shop responded that the owner had to further confirm the vehicle configuration and figure out whether it is not with this function. Now that the manufacturer claims to have, and the actual vehicle does not, there must be a problem to find the manufacturer. "As an authorized dealer, there is no way to qualify. This is a reducing vehicle. The owner still has to find a manufacturer to solve the problem."

▲ No on the directory menu! The online upgrade function of the vehicle system is missing on the 2020 BMW 5 Series

So how did manufacturers reply? It is reported that the BMW Customer Service Center responded that they did understand that some car owners had complained to manufacturers on the issue of subtraction, but manufacturers still suggested that customers find authorized dealers to communicate.

The 4S shop recommends that the owner finds the manufacturer to solve the problem. The manufacturer suggested that the owner to authorize the dealers to communicate and deal with it, and Mr. Chen, the owner of the middle, was "kicking the ball". He was very dissatisfied with this. After all, the authority is limited, but BMW manufacturers are too irresponsible to consumers' demands regardless of whether they ask. " As for the collective rights protection of the online BMW owner, Mr. Chen even spoke his own voice. "We are all ordinary car owners. There are no effective means to counter the dealers and even manufacturers. Collective complaints are also our voice channel. I hope the manufacturer attaches more attention. "

The reporter also contacted the BMW Customer Service Center for the increase in the complaints of BMW owners, including Mr. Chen, and the recent surge in the volume of BMW models to ask for specific measures or recalls. The staff did not give a clear response to a clear response After learning about the identity of the reporter, it only said that "the requirements were recorded and would be reflected up."

"Moth" after sale and sale, the BMW owner is too bad

In June just in the past, many owners were hurt by BMW. In the latest complaint list released by the car quality network, BMW's models have "made the limelight". Five models, and if they are extended to the top 20 models, BMW occupies 7 models. Specifically, the BMW X3 ranks first, BMW 5 Series ranks third, and the imported BMW 6 Series GT and BMW X4 ranks fifth and fifth and the BMW X4 Sixth, and the BMW 5 Series New Energy ranks seventh; others are ranked eleventh in the BMW 3 Series, and the imported version of BMW 5 Series ranks 16th. The owner's complaints have also been reflected in a lot of problems, which covers almost before -sale, during sale and after -sales, including the vehicle system that does not match the propaganda, engine oil burning oil, suspension failure, steering system card stagnation, etc.

And if the above -mentioned complaints are very representative nationwide, then watching the complaint records and complaints of local owners in Qingdao, there are more bad things. For example, in September last year, Ms. Meng drove the BMW 1 series and encountered a small accident. His car was rear -ended, and there was a slight cricket at the rear bumper. What made people never think of is that Ms. Meng repaired it. After the "serial", her car returned to the store three times, tossing for nearly a half month before it was completely repaired.

▲ Just repair once, and you don’t want to repair it into a "serial drama"

"For the first time, it was found that white substances appeared at the edge of the radar of the car back of the car. Take a closer look at the original painting. After the second paint was painted, the reversing image was crooked. The third time I found that there are problems with reversing radars, "Ms. Meng said. A BMW 4S shop in Qingdao, which is responsible for repair, does not fully recognize Ms. Meng's point of view, but also stated that "some problems do not predict during the car repair process. To maintain customer relationships, they will focus on Ms. Meng's car use."

▲ After Ms. Meng's car "secondary return to the store", she found that the reversing image was "crooked"

It is also worth mentioning that on September 20, 2020, a BMW 5 Series new energy model purchased by Mr. Wang, the owner of Qingdao, spontaneously combined in the parking lot. The possibility of a fire caused by a fire source, the reason for the fire is the fire caused by the fault of the electrical line at the bottom of the seat. " After being appraised by BMW, BMW manufacturers believe that "the possibility of this fire caused by the possibility of the fire (such as electronic lighters, etc.) is not ruled out that the possibility of this fire is caused by the bottom of the driver's seat." As a result, BMW cannot accept the demands of Mr. Wang's car replacement and cash compensation.

Reporter comment: arrogance and prejudice

Faced with the turbulent tide of complaints, BMW Motors showed amazing "calmness". It ignored the specific complaints of the owner, but also "turned a blind eye" about the supervision and accountability of the media. Why is it proud to this?

▲ In the face of rising complaints, BMW should no longer escape!

Perhaps it is a good sales to the illusion of BMW- "What can I do? What can I do if these complaints can be? What can I do without recall? I am a BMW, I still sell a car"! Indeed, there is a certain lag in the influence of the owner's complaint that defending rights, and there is a lag. It may not cause BMW's sales to decline immediately, but it is just like the accumulation of brand reputation. Similarly, the continuous loss of word of mouth and the dissatisfaction of consumers are also "long water flow". , But once consumers formed a negative "determination", the damage to the brand will be sustainable and irreversible.

Moreover, as far as the current changes in this auto market, what can BMW in the field of fuel vehicles be performed on the stage of electrification? What will happen in the future? Under the circumstances that everything is uncertain, neglecting their customers' customers Really stupid behavior. I hope BMW will realize early and respond to the owner's demand!

Peninsula all media reporter

- END -