BMW X1: Faulty Parts, Costly Repairs, Seeking Resolution
My 2016 X1 has 83,000 kilometers on it. Bursa Burmot (Bursa Burmot) BMW authorized service revealed that the front suspension and struts needed to be replaced. On August 23, 2023, I had the original parts replaced for a price of 30,000 TL. Since 2016, all maintenance and part replacements have been performed at BMW authorized service centers. On the first day of use after the strut replacement, an unexpected, loud knocking sound arose from the right wheel on bumps, which was not present before the surgery. Previously, there was no hissing sound from the right shock absorber. After 15 days, I went to the military. They verified and stated that there was no problem during the road test. I reported the sound as excessive and unnatural two weeks later. I unwillingly went to the service station for a pay check. When they disassembled the strut this time, they noted that the right strut had a manufacturer-related issue and that it was replaced with a new one. On October 2, 2023, I delivered the automobile. My wife picked it up on October 4, 2023, and no road tests were performed during the delivery. Three days later, I detected a persistent hissing sound coming from the right shock absorber. On October 7, 2023, I returned it to the service. The right front shock absorber was discovered to be leaking oil. There was no issue or hissing sound from the shock absorber prior to surrendering the car for suspension and strut replacement. The right front shock absorber was broken when the strut was replaced due to the faulty strut. The left shock absorber is not faulty. It is now reported that both the front right and left shock absorbers need to be replaced, which will cost 35,000 TL. Despite my notification of the bad strut assembly and the troublesome nature of the strut, the service refused to believe me and forced me to drive the car with a faulty strut for 1.5 months. As a result, the shock absorber was damaged. There is also a sense of wheel play while going over bumps and even when passing over manhole covers. The steering feels shaky, and there is a constant sense of play, with a few up and down movements from the wheels. Because of this valid reason, I request that the shock absorbers be replaced for free. All records are available at the authorized Busra Burmot service.
Dear Customer, Your notification has been received and recorded, and it has been shared with the relevant departments. Our Customer Relations Consultant will get back to you as soon as possible regarding the matter. Best regards, BMW Communication Center
The company Borusan stated that they would not assist. They made the decision by consulting the authorized service. Even their technical experts did not examine my vehicle. Despite having all procedures done at the authorized service for exactly 6.5 years, it shows that they do not protect their customers. If the service makes a mistake, they get away with it. You have to cover the costs.
I won the Consumer Court case. Burmot service did not use the right to appeal the decision. I thank them. The relevant shock absorber and necessary parts were replaced free of charge by the Burmot authorized service. They dealt with me in a very attentive and professional manner with good intentions. I would like to thank the Burmot authorized service and especially Ms. Aysel, who took care of me very diligently. She is both very kind and very knowledgeable in all matters and gives great importance to her customers. I had the annual maintenance of my 8-year-old vehicle done by them. I will continue to use the Burmot authorized service.
I have been using Burmot service for the last 6 years and no unauthorized person has touched my vehicle. I would like to point out that BMW customer service and BMW Turkey headquarters have not provided any support whatsoever. Even if you report a complaint to customer service, they do not get back to you. I would have expected them to improve this process and adopt a customer-focused approach.
