Mass Express Cargo Pvt Ltd — Bmw 620d

Address: Pune

Website: Pune

I am writing to express my serious dissatisfaction with the response received from BMW India regarding my vehicle and the unresolved vibration issue that has persisted for over one and a half years.
The most important fact that BMW India appears to be overlooking is that this issue did not arise after the warranty expired. The problem was repeatedly reported while the vehicle was still under warranty. Therefore, the responsibility for diagnosing and rectifying the defect lies entirely with BMW and its authorized dealership. If the root cause could not be identified during the warranty period despite multiple visits and inspections, the customer cannot be penalized for a failure in diagnosis by BMW's technical team.
Today, after the warranty has expired, BMW is asking me to bear a portion of the repair cost for a problem that existed and was repeatedly reported during the warranty period. This position is neither fair nor acceptable. Had the issue been correctly diagnosed when first reported, the repair would have been covered under warranty. The expiration of the warranty does not eliminate BMW’s responsibility for an unresolved complaint that originated during the warranty period.
Furthermore, my vehicle has been lying at your service centre for more than 20 days, causing significant inconvenience, disruption to my daily life, and financial loss. Despite continuing to pay the monthly EMI for the vehicle, I have been deprived of its use due to BMW’s inability to resolve the issue within a reasonable time.
I would also like to place on record that I attempted to contact BMW India through your customer care channels to escalate this matter directly. However, I was unable to connect to any senior representative due to internal call restrictions. I specifically requested your team to provide the contact details of Mr. Ginney Arora so that I could directly explain the seriousness of the issue and seek intervention. Unfortunately, my request was not supported, and neither direct contact details nor any alternative escalation channel was provided. This lack of accessibility to decision-makers has further delayed resolution and added to my frustration as a customer with a long-pending complaint.
I would also like to highlight that when I purchased the vehicle, I was interested in obtaining the extended warranty. However, due to technical and GST-related issues at the dealership, the extended warranty option was not available at that time. Subsequently, despite my efforts to obtain coverage, I was quoted a significantly higher amount. Therefore, BMW cannot now rely on the absence of extended warranty coverage when the customer was effectively denied a fair opportunity to purchase it at the appropriate time.
At this stage, the trust and confidence that I placed in the BMW brand have been severely affected. Even if the current repair is carried out, I have no assurance that further issues arising from this long-standing defect will not occur in the future.

Accordingly, I reject the proposal requiring any payment from my side and request BMW India to provide a fair and complete resolution.

My expectations are as follows:
1. Complete rectification of the vehicle at no cost to me, including replacement of all defective components required to permanently resolve the issue.
2. A written warranty extension for an additional two years from the date of repair, without any additional cost, to restore my confidence in the vehicle and the BMW brand.
3. Reimbursement/compensation for the EMI amount and financial loss suffered during the period the vehicle has remained unusable at the service centre due to this unresolved issue.
4. Written assurance from BMW India that the current defect has been fully diagnosed and permanently rectified and that no future liability arising from this issue will be transferred to the customer.

Alternatively, if BMW is unable or unwilling to provide the above resolution, I request BMW India to initiate a buyback of the vehicle and refund the original purchase price paid by me, considering that:
• The defect was reported during the warranty period.
• The issue has remained unresolved for over one and a half years.
• BMW failed to identify and rectify the root cause while the vehicle was under warranty.
• The vehicle has spent an unreasonable amount of time at the service centre.
• I have suffered financial losses, inconvenience, and a complete loss of confidence in the product.

The options available to BMW India are therefore:

Option 1: Complete rectification of the vehicle at no cost, along with a two-year extended warranty free of charge, and full compensation for EMI burden and financial losses incurred due to vehicle unavailability.
Option 2: Buy back the vehicle at the original purchase price and refund the full amount paid by me, with BMW retaining possession of the vehicle.
Please treat this email as my final attempt to resolve the matter amicably.

If I do not receive a satisfactory response by Monday, I will be compelled to initiate formal proceedings before the appropriate Consumer Disputes Redressal Commission. I will also escalate the matter to BMW Group Global Customer Relations and senior management. In addition, I reserve my right to bring the complete facts of this matter to consumer forums, automotive media platforms, and other relevant authorities.
I sincerely hope BMW India will uphold the standards expected of a global premium automotive manufacturer and resolve this matter fairly and responsibly.