A major misunderstanding between a new BMW consumer and his local BMW service center in South Africa quickly elevated to such extremes that the two parties are scheduled to present their cases to the High Court by early September. We hope you find it as amusing as we do… And, before we begin, allow Hendrick BMW Northlake of Charlotte, NC to say: We side with the consumer.
The sordid tale begins with a simple repair request made by Ravindra Jainarain. After purchasing a new BMW 320d from a dealership in South Africa only to find that the AC didn't work, he brought it back for what he assumed would be a quick, easy repair. The dealership gave him a loaner BMW 325while they worked on the car.
Here's where things take a turn for the worse. Dissatisfied with the repair, Jainarain left the car at the dealership until they repaired it according to his expectations or otherwise replaced his new 320d. Seems reasonable, enough...
Not to the dealer, though. Rather, they decided Jainarain was simply not returning the loaner car and decided to run an extreme repo operation. We're talking an armed team of reposition professionals and, to really drive home the fact that they meant business, a backup helicopter. The gun-toting repo men stormed Jainarian's workplace, leaving with exactly what they came for: the BMW 325 keys.
Not one to argue with the barrel of a gun directed on him, Jainarian escaped the debacle just fine. And, thanks to his lawyer, whom he called immediately following, the dealership was promptly ordered to return the loaner 325. Of course, BMW also got involved and told Javarian that he can keep it until the case is closed.
The initial court hearing is expected to preside within a month. Though, it could extend for as long as three years. The dealership thinks allowing Jainarian to keep the loaner for this amount of time is completely unacceptable. Thankfully, they don't have veto power.
It will definitely be interesting to see how all of this turns out. Personally, we at Hendrick BMW Northlake hope the dealership gets sentenced to some hard-core customer service training. Boy, do they need it.
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