Cave contents: 16 R12RS, 13 Toyota Tacoma, 03 Simplicity Legacy, 97 Stihl FS75, Dewalt DW625 & SawStop PCS175
1) My expectations are never low enough & 2) Incompetence is infinite ........David Brooks
This thread evidently has some interest based on the over 2000 views and 60 plus posts. Free flowing positive discussions are always a good thing.
I would say this is an example of how not to approach the world. And, that is no put down of Mr. Lentini so please don't take it as such.
I say Man Up and ride the darn thing! You just might enjoy it!!
BMW NA, as with all OEM's, has a warranty policy which covers for defects. Not misuse. What's missing in the description of this problem is the cause of the fuel pump failure. Due to the warranty denial I am going to make an assumption. An assumption which may be incorrect but I'm working with a limited set of facts.
The pump presumably needed to be replaced due to gasoline going bad over the course of time. As gasoline varnishes up it literally will begin to destroy the fuel pump. No two fuel pumps will be ruined in the same amount of time due to the variables involved. The OP on the other site conveniently left this out of the conversation completely. If this is the issue there is nothing BMW could have done to prevent the problem. This is not a defect and BMW NA has every right to deny the claim.
The original OP is either unaware of standing gasoline issues or has chosen to ignore them and would prefer to put the blame on BMW. Should BMW teach people about the dangers to vehicle components when a vehicle sits too much? Maybe. If I were an OEM I would certainly bring up common scenarios that tend to cause problems. But having said that this is still not a defect therefore BMW would prefer not to give away their money.
But all of the above is conjecture. Before anyone starts to form conclusions we need to know the facts as they are simply not present. It is far too easy to blame BMW for every little thing that arises.
Please don't write in saying you've never heard of this occurring in such a "short" amount of time. Maybe you haven't. But that doesn't preclude the possibility of it happening. Owners will say many things in order to avoid paying for a repair. People that have been in dealerships for a number of years see many things that occur out of the norm that are not defects.
Long story short: Maybe BMW NA +1, maybe not - we need more facts - we need the causal issue. Until then no one can say including me.
I will try to come up with a picture of a fuel pump where an owner insisted it only sat for one year. If the owner is being truthful you might be quite surprised to see what this pump looks like. And, ethanol makes it worse due to incessant moisture issues.
I feel the need to say something here.
Most customer issues within a service department are self-inflicted by the dealer or the repair facility. After you do something for a number of years you should know how to communicate with your customer. Maybe that customer should have known this or known that. But it really doesn't matter; it's the dealers responsibility to explain in layman terms as to what is going on.
Perfect example: a bike comes in that needs to have the carbs cleaned. Not only does the dealer have the responsibility to advise the customer of what they have found they have the moral obligation to state they will not know the running condition of the motorcycle until the carbs are cleaned. The dealer cannot know the end result until those carbs are cleaned. Everything else is just a guess but the customer probably doesn't possess the technical skills to know that themselves. Therefore it is a moral obligation to advise the customer his tab may run higher than anticipated. You know how many times I've heard a customer state "you didn't tell me .... at a service counter? Do you know how difficult it is for a dealer principal to control what flows forth from someone's mouth?
The lack of communication skills not only in dealerships but in all sorts of fields is truly astonishing. People spend all kinds of money pursuing diplomas but yet they are unable to communicate to the point where they head off issues at the counter. This is a decades long peeve of mine. You can build such a solid business using ethics, morals and communications. But because so many stores insist on paying someone $1.33 an hour to work you end up with what amounts to be idiots at counters all across America. And to insure they remain an idiot they make sure no training is performed. But common sense is tough to train on. Ethics classes in college are a joke. That is why you have people at such companies as BMW telling you what they tell you. They have few to no ethical principles. And, it starts from the top and works its way down. And, we have people on this very forum who seem to wish the problem away rather than take action against a wrong. Or, stick up for a consumer who has just been plain wronged by BMW. Sorry, I don't get it. If I hire someone who shows signs of lacking concern for both my business and my customer they are out of there quickly. Mistakes happen, not caring is intentional.
For all the defenders of these types of corporate actions you need to wake up and do what is right for the customer when circumstances dictate.
Much has been said about the need for a position. Anecdotal evidence supporting the need is quickly provided. What is lacking is any development of the job description, the powers and duties the position might have, how the position fits into the BMW MOA organizational structure, how multiple BMW structures are dealt with - BMW NA is and BMW CA are independent arms of BMW AG operating in separate countries with different government and dealer structures as just one example.
On another level how does what may be proposed support, sustain and grow the BMW MOA? The discussion of the questions in the previous paragraph may lead to a potentially viable answer; however if the case can not be made for it fitting within the BMW MOA it will go nowhere.
I am neither pro or con on this particular iteration of this topic. Before this thread joins others on the topic that required a liaison/moderator intervention, perhaps some time should be spent on how do any of you plan to operationalize your ideas and a discussion of what the cost/benefit for the organization would be seems in order.
Pass the mustard and UP THE REVOLUTION!