I sent the below email using OC. Any one has any ideas on what else to do to get BMW's attention?? TIA!!


I bought my BMW from BMW of Fremont and chose the European Delivery option. I dropped off my car at London on Aug 8th and I was told by the drop off person that the car was going to be shipped off on the vessel Bujin from South Hampton with the ETA of 9/13 into Port Hueneme. Today (9/13), the ship made it to Port Hueneme and I got a call from someone from the shipping company saying that the BMW had reached, but the KEY IS MISSING. This person at NYK shipping said that she needs to have the key sent to her as the key for the car is missing and they need to take the car out of the ship. After a few hours, she mentioned that they managed to get the car out of the ship, but they still need the key to be able to move it around. I am concerned about how on earth did the key get lost. When I dropped off my car at London, I presumed that I was entrusting my car in safe hands and that BMW would have responsible people take care of the car and ensure that it reaches safely to me. The fact that an important item like my car keys can go missing has made me really upset on how my car is being handled. BMW's shipping means has really disappointed me. I would also want to know on how the shipping company "managed" to get the car out of the ship without the key - was they car towed, was it dragged out of the ship, or was the glass window broken in.

I just cannot express on how disturbed I am at this point on how my priced possesion is being handled.

There is still no resolution yet on how the shipping company is going to get a key to my car. As per my dealer, BMW is going to get a key cut and thats how the car will get mobilized - I would like to know on who is responsible on getting the key made and when is that going to be sent to the shipping company - and what kind of delay is this key making business going to cause, and how will I get compensated for the delay.

Things have gone wrong with my delivery and I am hoping BMW cares enough about its customers to make things right. I will not hesitate to escalate/publicize this issue to the highest level possible.

Thank you.


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Email from Drop off person at London:

Thanks for the email.Sorry to hear the car key is missing!!Im a bit baffled,The car left here with the key and would have been loaded with the key at Southampton so the only place the key can have been mislaid is onboard ship or at the port of arrival!Please let us know if this problem has been resolved.
Best Regards,
Heathpark Services Ltd
Heathrow
Simon