How best to play this one?

PMKeates · 2 Feb 2007 at 17:27

My car has developed an odd problem. I spent a long time at the BMW dealership yesterday with them trying to diagnose the fault (Which I fortunately wasn't charged for), and after some adjustments by BMW, it hasn't solved it.

Today I went to see an independant specialist in Aylesbury who, after driving the car, thinks he can attribute the problem to the lower steering column. Basically this: http://www.realoem.com/bmw/diagrams/v/s/98.png

Now, over the moon that he thinks he knows what it is, I booked it in for early week after next. Upon arrival home I checked my WarrantyDirect cover, and included is the breakdown or wear and tear of "steering column shaft". Is this the part that the specialist believes is at fault?

Should I keep my booking with the specialist, which will cost £200, or book my car in at BMW and hopefully get them to claim from WarrantyDirect (Which they have said they don't mind doing if it is at fault), which will result in it costing me £77?

After driving my car, describing the symptoms and having a check, the specialist is confident that this part of the steering is at fault, but how much luck will I have convincing BMW of that, which will be necessary for WarrantyDirect to pay for it?

I'm at a loss what to do from here!!

helpimcrap · 2 Feb 2007 at 17:31

if you can afford a 330i you can afford an extra £130 to get it done right.

lordrobs · 2 Feb 2007 at 17:31

PMKeates said:
I'm at a loss what to do from here!!

Persoally I'd put the specialist on hold. Go and see the main dealer boys again and say straight up that after they couldn't diagnose the problem you spoke to a specialist who said its .......

Get them to check it out and go from their I guess. If they agree then get it done under warrenty and be £122 better off :

PMKeates · 2 Feb 2007 at 17:39

helpimcrap said:
if you can afford a 330i you can afford an extra £130 to get it done right.

It's not a case of it being doing right - I'm confident both places will do the job to a good standard, the specialist more so. It's just that BMW will likely charge me £123 less as my warranty will allow BMW ONLY to repair it. But it's the difficulty of getting them to do it under warranty. No way on Earth am I paying BMW the £325 they want out of my own pocket, where £200 will have the specialist, and £77 has it done under warranty!

[TW]Fox · 2 Feb 2007 at 18:07

helpimcrap said:
if you can afford a 330i you can afford an extra £130 to get it done right.

It isn't an extra £130 to get it done right though, is it? The £77 is the cost for it to be done by a main dealer.

thepharcyde · 2 Feb 2007 at 19:17

judging by your signature, have you had the engine remapped? Is their not a clause in you warranty agreement regarding any of this?

PMKeates · 2 Feb 2007 at 19:33

thepharcyde said:
judging by your signature, have you had the engine remapped? Is their not a clause in you warranty agreement regarding any of this?

I can't see anything forbidding modifcation, but it'd be impossible to detect short of it being tested, if I have had it remapped.

Morba · 2 Feb 2007 at 20:17

what exactly is the issue?

blueboy2001 · 2 Feb 2007 at 20:31

I'm guessing it's making some sort of clunking or grinding noise/sensation?

If so, Warranty Direct will more than likely say the part isn't broken, it's just worn. Whilst they say their warranties do cover wear and tear, they will only pay out for the replacement of parts that have failed.

Rhyzz · 2 Feb 2007 at 21:00

BMW pride themselves on customer service - they SHOULDN'T simply turn you away because a specialist says this and they say that. Try telling them you know what the problem is and book it in

PMKeates · 2 Feb 2007 at 21:01

blueboy2001 said:
I'm guessing it's making some sort of clunking or grinding noise/sensation?

If so, Warranty Direct will more than likely say the part isn't broken, it's just worn. Whilst they say their warranties do cover wear and tear, they will only

But surely, technically, a part has failed if it doesn't meet the original specification. If wear and tear is significant enough that it doesn't, then I can't see how they can refuse!

PMKeates · 2 Feb 2007 at 21:04

Rhyzz said:
BMW pride themselves on customer service - they SHOULDN'T simply turn you away because a specialist says this and they say that. Try telling them you know what the problem is and book it in

It's been my experience that BMW do have an excellent level of customer service, as long as you can chip away at that first layer of the not-so-knowledgeable service rep. It's not a fault of the reps themselves, but of the way communication is set up between the technicians and the customer facing teams. I feel I may struggle to do this with regards to bringing them around to the idea of this particular part failing.

Sagalout · 2 Feb 2007 at 21:30

Ring warrantydirect. With my merc they were more than happy for a specialist to carry out work. End of the day they pay less.

Faithless · 2 Feb 2007 at 22:44

This is a tricky one. Firstly, that area is a real pain up the bum to get to so if you took it to the dealer and they stripped it all down and said 'no, there's nothing wrong with it' They are going to charge you for it, and, at £80 per hour for labour, you'll have been better off sticking with the specialist.

Now that its booked with the specialist, if it turns out not to be that, then you won't have to pay them the £200.

PMKeates · 2 Feb 2007 at 22:47

Faithless said:
This is a tricky one. Firstly, that area is a real pain up the bum to get to so if you took it to the dealer and they stripped it all down and said 'no, there's nothing wrong with it' They are going to charge you for it, and, at £80 per hour for labour, you'll have been better off sticking with the specialist. Now that its booked with the specialist, if it turns out not to be that, then you won't have to pay them the £200.

£80 per hour? Try £130!! I would cry if they stripped it down and then said "no"!!

Sagalout said:
Ring warrantydirect. With my merc they were more than happy for a specialist to carry out work. End of the day they pay less.

This is very interesting. So you're saying that despite having the franchished dealer option ticked, they'll be happy for the specialist to do it? This would be the ultimate solution for me. I have to take a day off work either way - and I'd much rather the specialist do it under warranty than BMW.

blueboy2001 · 2 Feb 2007 at 22:56

PMKeates said:
But surely, technically, a part has failed if it doesn't meet the original specification. If wear and tear is significant enough that it doesn't, then I can't see how they can refuse!

Breakdown means the sudden and unexpected failure of a part arising from any permanent mechanical, electrical or electronic fault, which causes the part to stop working, and means that it needs repairing or replacing before it will work properly.

What is not insured - (a) breakdown of any insured part where the Breakdown of that part is caused primarily or in whole by wear and tear.

In the case of a steering column, I would suggest WD will take the view that it "stops working" when it's not turning the wheels correctly. If it's still turning the wheels but making a noise, I don't think they'll count that as a failure - but thats for you to argue with them.

Also bear in mind your payout will be reduced due to the mileage.

If you can get them to authorise the job, and the specialist is prepared to deal with them (some independant garages won't), then they will pay any VAT registered garage of your choice to do the work.

PMKeates · 2 Feb 2007 at 23:04

You've misquoted WarrantyDirect there blueboy!

WD said:
What is not insured - (a) breakdown of any insured part where the Breakdown of that part is caused primarily or in whole by wear and tear.

What you failed to quote was

WD2 said:
Within the first 90 days of your policy starting (unless it is a renewal) we will not cover:

which preceeded your quote

So, I AM (Or at least should be!) insured against breakdown of any insured part where the breakdown of the part is caused primarily or in whole by wear and tear. I'd be interested to see what "breakdown" is classified as - as to me it means not within specification. A part can operate, but if it doesn't operate within its intended specification then it isn't "working".

Thanks for the info on VAT registered garages

Btw, it's more than just making a noise - it's altering the directional stability of the car, as it's not turning the wheels properly, effectively. The noise just happens to be a symptom.

blueboy2001 · 2 Feb 2007 at 23:08

All a bit academic in your case anyway because I reckon they'll just say the steering column hasn't failed, but good luck.

PMKeates · 2 Feb 2007 at 23:11

blueboy2001 said:
All a bit academic in your case anyway because I reckon they'll just say the steering column hasn't failed.

I can't see the point about the part failing due to wear and tear in any context other than "before 90 days".

And in reality, if the steering wheel doesn't turn the wheels properly, how can the part be said to not have failed? It's only job is to provide a link between the two, and it isn't doing that at all right.