Customer shocked to find spots on his brand new BMW, car dealer unable to confirm source of defects
A customer is disappointed with BMW Eurokars Auto after finding surface defects on a brand new BMW car he bought.
Stomper XYZ was excited to collect his new ride from the dealer on Nov 26 but was shocked to discover what he called "significant defects that should not be present in a brand new vehicle".
He recounted: "I immediately highlighted the swirl marks and white spots on the bonnet and front bumper to the salesman. He assured me that I could drive off with the car and that he would contact me again after discussing these issues with his managers."
Three days after collecting the red car, the customer returned it to BMW Eurokars Auto.
"The sales assistant suggested respraying the bonnet and fixing the paint defect," said the Stomper.
"However, I was concerned that respraying could potentially leave visible marks, making the car look like a previously damaged or accident-repaired vehicle - defeating the very purpose of buying a new car.
"Although the bonnet was not removed during the process, this entire situation still undermined my confidence in the quality of the vehicle."
"After reluctantly agreeing to the respray and hoping all issues would finally be resolved, I went to collect the car again on Dec 23.
"To my dismay, I discovered yet another problem: The window rubber was damaged."
He requested to speak with the sales director but was denied.
"This lack of accountability and refusal to engage left me feeling disrespected and unsupported," said the Stomper.
"The repeated trips, coupled with the stress and disappointment of dealing with these issues, have been incredibly taxing. This experience has shattered my confidence in the BMW brand."
In response to a Stomp query, a BMW Eurokars Auto spokesperson said: "While we acknowledge that there may be minor cosmetic deficiencies with the car, we are unable to confirm the source nor the cause of the deficiencies pointed out by the customer, as some of these came to light after a period of ownership.
"Here at BMW Eurokars Auto, we are committed to providing a smooth and positive customer experience therefore we believe in going the extra mile for our customers and strive to exceed expectations in every interaction.
"As such, we have promptly addressed the customer's concerns and taken steps to resolve the issues."
The customer told Stomp: "I must respectfully disagree with the statement provided by BMW Eurokars Auto, particularly the assertion that some of the deficiencies came to light after a 'period of ownership'.
"The car was returned to BMW Eurokars Auto on Nov 29 in the morning, just three days after collection.
"Given this timeline, the car was in my possession for only a very short duration-just three days-before being returned to the dealership.
"The majority of the time, the car was with BMW Eurokars Auto. This makes it highly unlikely that the issues, particularly the damaged rubber, occurred while the car was with me."
The Stomper added: "I appreciate BMW Eurokars Auto's acknowledgement of my concerns and their stated commitment to resolving issues. However, I do not feel that their response adequately addresses the facts or reflects the reality of the situation.
"I kindly ask for BMW Asia to take a closer look into this matter and provide a more satisfactory resolution."
