2 weeks ago had my 2007(57) plate 5 series serviced and the technician had reported that the timing chain was noisey?
Obviously a bit concerned so with all the previous hype about these snapping chains and that a QE campaign was around I called BMW UK CS and in length I spoke to a nice chap there who advised that the chain had been done under the QE back in 2014/15 can’t remember exactly when he said he even told me what dealership it was done at, and that if it was making a noise to get it in to a dealership pay the £120 diagnostic fee and if found to be at fault then it would have to be replaced by bmw again FOC.
So today the car got recovered in to my local dealer as the chain snapped, or atleast we all think so as it sounds like a sewing machine when cranking. I explained the situation to the service advisor who said he couldn’t see that the QE had been done but not worry they will get in at the earliest oppertuniy and the techs will confirm what the situation is.
Getting rather worried now and called CS up again this time getting a lady who again assured me that the QE had been done and if it has failed then BMW would have to repair the car at no cost to myself. Sigh of relief there.
6pm get a call from the service advisor asking me when the QE was carried out, by who etc etc ? I couldn’t answer the questions because the convo I had 2 weeks ago I can’t remember the exact answers to the questions asked, so I just said best of ringing CS and keeping me informed. His reply was he would do that however thier senior advisors are saying that the cost of the repair would be down to me because the campaign has now finished and BMW were not accepting anymore of this issue, he went onto say that thier system shows a tick for the GE but the tick doesn’t mean it was done, it’s just ticked when the campaign finishes.
I thought to myself what a load of crap why would a dealership tick on their systems that a QE has been carried but not do it?
So after speaking to the dealer I phoned bmw assistance who again said no it has not been carried out, and that he apologises for the incorrect information given to me 2 weeks ago and the most that could be offered is a goodwill towards the repair.
I advised the guy that I had a email from CS suggesting that although the chain was never a recal QE were available for a short period of time.
Here is a copy of that email
Good morning Sahil
Thanks for your email. I'm sorry to hear about this - I can understand how frustrating this must be for you.
Looking on our systems I can't see that any work has been carried out on your BMW 5 Series regarding the timing chain. There wasn't ever a recall on the timing chains on our cars, but a quality enhancement that was available for a short space of time. I'm sorry if you have been advised otherwise.
Your vehicle has had quality enhancements carried out for different components on the vehicle, and these are done as a courtesy to the customer who owns the vehicle at that time. These aren't safety related concerns and we generally wouldn't make our customers aware that these have been released.
If you do have any concerns regarding the timing chain, we would recommend visiting an approved BMW Centre to allow our technicians the opportunity to look into this for you.
I hope this information is helpful.
Senior Customer Service Consultant
Summit Avenue, Farnborough
Hampshire, GU14 0FB
Tel: +44 (0)370 5050 160
So I need some advice from you guys on how to proceed with this because conflicting information seems to be paramount for BMW on this one, 2 CS agents saying one thing and the dealer and bmw assurance saying another.
Any help would be appreciated guys