BMW X5
BMW Garage BMW Meets Register Search Today's Posts Mark Forums Read

Post Reply
 
Thread Tools Search this Thread
      02-05-2020, 08:44 AM   #1
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

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
Appreciate 0
      02-05-2020, 09:39 AM   #2
randybobandy
Captain
randybobandy's Avatar
228
Rep
690
Posts

Drives: 2019 BMW X5
Join Date: Oct 2019
Location: USA

iTrader: (0)

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.
Appreciate 1
lumpydog565.50

      02-05-2020, 10:33 AM   #3
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

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.
Appreciate 0
      02-05-2020, 10:59 AM   #4
Resjudicata
Lieutenant
United_States
178
Rep
464
Posts

Drives: M850i convertible
Join Date: Jun 2019
Location: Dulles Virginia

iTrader: (0)

Quote:
Originally Posted by lumpydog View Post
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.
is 12/4/19 the date they announced it? or the effective date they made it free for everyone??
Appreciate 0
      02-05-2020, 11:08 AM   #5
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

Quote:
Originally Posted by Resjudicata View Post
is 12/4/19 the date they announced it? or the effective date they made it free for everyone??
Yes and Yes: https://www.caranddriver.com/news/a3...-carplay-free/
Appreciate 1
      02-06-2020, 12:58 PM   #6
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

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.
Appreciate 1
LexxM3866.50

      02-06-2020, 06:44 PM   #7
araje
Private First Class
United_States
43
Rep
164
Posts

Drives: BMW, Audi
Join Date: Dec 2014
Location: US

iTrader: (0)

Congratulations.
You have bought a car from them. The minimum you expect is not to be cheated like that.
Appreciate 2
lumpydog565.50
4008016.00

      02-06-2020, 07:36 PM   #8
LexxM3
Major
LexxM3's Avatar
Canada
867
Rep
1,481
Posts

Drives: E46M3, G05X5
Join Date: Apr 2019
Location: Waterloo, Canada

iTrader: (0)

Garage List
2019 X5  [0.00]
Quote:
Originally Posted by lumpydog View Post
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.
I have a healthy vengeful streak, so if I was you, I wouldn't drop it (I am in the middle of something similar with another vendor right now). Refund is one thing and I bet it makes no financial difference to you one way or another. But no apology to you and the rest of the customer base after that behaviour? Unacceptable. I'd stay on it regardless "refund".
__________________
G05 X5 x40i (04/2019 mfg, Canada) on S18A-19-11-540
Appreciate 3
      02-06-2020, 08:15 PM   #9
denaliman
Lieutenant
denaliman's Avatar
Canada
40
Rep
469
Posts

Drives: 2013 BMW X6M
Join Date: Oct 2012
Location: Ontario, Canada

iTrader: (0)

Garage List
2013 X6M  [0.00]
Quote:
Originally Posted by LexxM3 View Post
I have a healthy vengeful streak, so if I was you, I wouldn't drop it (I am in the middle of something similar with another vendor right now). Refund is one thing and I bet it makes no financial difference to you one way or another. But no apology to you and the rest of the customer base after that behaviour? Unacceptable. I'd stay on it regardless "refund".
__________________
_______________________
2013 BMW X6M-current
2013 Audi A4 S-Line-current
2007 BMW X5 4.81-sold
Appreciate 2
LexxM3866.50
lumpydog565.50

      02-06-2020, 08:30 PM   #10
kmarei
Major General
kmarei's Avatar
Egypt
369
Rep
6,754
Posts

Drives: 2015 Alfa Romeo 4C LE
Join Date: Jul 2008
Location: Reston, VA

iTrader: (33)

Garage List
Never ever buy any lifetime subscription from ANY company
__________________
Appreciate 0
      02-06-2020, 08:49 PM   #11
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

Quote:
Originally Posted by LexxM3 View Post
I have a healthy vengeful streak, so if I was you, I wouldn't drop it (I am in the middle of something similar with another vendor right now). Refund is one thing and I bet it makes no financial difference to you one way or another. But no apology to you and the rest of the customer base after that behaviour? Unacceptable. I'd stay on it regardless "refund".
Yup, wasn't about the $$ - I'm a pretty easy going person and don't sweat much in life - but stuff like this - it's just not ok... I'll mash the brakes and give it my full attention until it's made right. I pushed my complaints into a lot of different channels - will be interesting to see what other follow-up takes place.
Appreciate 2
LexxM3866.50

      02-07-2020, 05:00 AM   #12
jeet
New Member
2
Rep
25
Posts

Drives: BMW X3
Join Date: Jul 2012
Location: Australia

iTrader: (0)

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.
Appreciate 0
      02-10-2020, 12:09 PM   #13
lumpydog
Captain
lumpydog's Avatar
566
Rep
925
Posts

Drives: 2019 X5
Join Date: Aug 2013
Location: Boston

iTrader: (0)

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..
Appreciate 5
LexxM3866.50
araje42.50
X5_CC199.50

Post Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off



All times are GMT -5. The time now is 02:30 PM.




xbimmers
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2020, vBulletin Solutions Inc.
1Addicts.com, BIMMERPOST.com, E90Post.com, F30Post.com, M3Post.com, ZPost.com, 5Post.com, 6Post.com, 7Post.com, XBimmers.com logo and trademark are properties of BIMMERPOST