02-05-2020, 08:44 AM | #1 |
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BMW denying full refund for CarPlay after making it free
Anyone else having trouble getting a refund for a purchased "lifetime" CarPlay subscription after BMW elected to make it free?
I purchased my 2019 X5 on Dec 21 2018 so when I was coming up for CarPlay renewal on 12/21/19. So - in Oct 2019 (prior to BMW's decision to make it free), I went ahead and pre-paid $318 for a lifetime subscription - which BMW lets you do 3 months prior to expiration, so there is no loss of service - all good. But then BMW decides to make it free - great! After the "free CarPlay" announcement on 12/4/19, I called BMW (my CarPlay trial had still not yet expired) and they told me I'd get a full refund. I received nothing after waiting the 7-8 weeks BMW said it would take to process the refund. I called BMW today and they're now telling that they can only refund a pro-rated amount of $220. Whaaaaat? Leaves me to wonder how many others paid for the service and are unaware that the program was made free prior to their trial expiring - never to receive any $$ back. Way to turn a positive into a negative BMW. I'm going to challenge the charge via my credit card company. Pain in the ass. Last edited by lumpydog; 02-05-2020 at 12:55 PM.. Reason: typoes |
02-05-2020, 09:39 AM | #2 |
Rick James
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I had a problem with another company that charged me for something that was advertised and appeared to be free when I set up. Got a nice $100 charge, called their customer service and got every excuse in the book. Tried escalating...nope. I filed a complaint with BBB and miraculously got a change in tone from the company and my $100 back. These scumpanies don't like when stuff gets out on a well established platform and chance their minds mighty quick. Might be worth looking into? I was going to file a complaint against BMW for the empty promises of features that were and are advertised.
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lumpydog690.50 |
02-05-2020, 10:33 AM | #3 |
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I just filed a complaint with BBB. And disputed the charges with my Credit Card company. I also reached out to my sales rep (I've purchased multiple BMWs from him and sent him multiple referrals). We'll see if any of it gets anywhere.
This seems super simple. - I pre-purchased a lifetime CarPlay sub on 10/9/19 - BMW announced the service would be free, effective immediately on 12/4/19 - My CarPlay trial was set to expire on 12/21/19 I called BMW on 12/6/19 and they said they would give me a refund. Never came. I called today and they're telling me they're only going to give me a pro-rated refund of $220. Whaaaat? Simple math. Service was made free before my trial expired - what exactly are you pro-rating? I escalated up through two levels at BMW before they handed me off to someone that could only file a complaint. This is insanely stupid shit for a company that claims to provide its customers with premium products/services. If anyone has a phone number that gets me higher in the ecosystem, please share it. I'm not backing off this on principle. |
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02-05-2020, 10:59 AM | #4 | |
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02-05-2020, 11:08 AM | #5 | |
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Resjudicata1603.00 |
02-06-2020, 12:58 PM | #6 |
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Update - after spraying a ton of hate BMW's way on this issue, I received a full refund - with no explanation from BMW.
I wonder which tactic worked? - Posting on social media/tagging BMW - Posting here and other forums - Filing with the BBB - Contacting the Automotive Media's authors/editors that wrote articles about CarPlay being free. - Reaching out to my dealer - Disputing the charge with my CC company... Consumers have a lot more power these days. |
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LexxM31698.50 |
02-06-2020, 07:36 PM | #8 | |
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02-06-2020, 08:15 PM | #9 | |
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02-06-2020, 08:30 PM | #10 |
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Never ever buy any lifetime subscription from ANY company
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02-06-2020, 08:49 PM | #11 | |
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LexxM31698.50 Marty in NY2712.50 |
02-07-2020, 05:00 AM | #12 |
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I was in the same boat, I had my CarPlay subscription till Feb 29 2020. I called BMW in 1 week of December 2019 that I am want to take the half price offer and extend it to lifetime subscription.
They cancelled my current subscription and then extended it. After a day or two I saw the news and then I contacted them for a refund and advised them that I feel cheated that you did not advise me that this service is not free and still charged me. They agreed for a refund and I did get a refund. But this tactic was really bad to offer half price promotion to make money when bmw knew they are going to offer it for free. |
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02-10-2020, 12:09 PM | #13 |
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My BBB filing caused BMW Corporate to reach out to me (within a day actually) - we finally connected today. I ran the person through the background of my complaint, pointing out where mistakes were made and then subsequently where the mistakes were compounded further - leaving me pretty unhappy to say the least.
The person I spoke with understood what happened, agreed that it was a mistake on BMW's part, I'd receive a full refund and she apologized (I thanked her for doing so). Case closed. BMW ultimately did the right thing. A good take away: Don't be afraid to use all channels to voice your case if you are left with no alternative by BMW.. |
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