A Western Cape man has found himself trapped in a nightmare after purchasing a brand-new R1.2 million BMW electric car that was left defective due to a faulty wall box installation.

Ronald Craig Smith expected a seamless journey with his new car; instead, he faced a litany of issues stemming from faulty wall box installation, leading to frustration and mounting concerns over the vehicle’s reliability.

The saga began when Smith bought an iX1 xDrive 30 Xline at BMW Paarlberg, influenced by a promotional package that included complimentary wall box installation and a year of free insurance. He took delivery of the car on November 6, 2023. “The motor vehicle was brand new and in perfect working condition,” he said.

However, Smith’s initial excitement quickly turned sour when the wall box installation was delayed. In the interim, he relied on external charging stations without issue. Three weeks later, when a technician finally installed the wall box at his home, his anticipation quickly turned to dismay. Almost immediately after plugging in the vehicle, a “DRIVE SHAFT ERROR” message illuminated the dashboard.

“The installer could not provide any clarity on the issue and indicated that I should contact BMW Paarlberg if the problem persists,” he recalled. Two days later, hoping for a different outcome, Smith charged the car again and received the same ominous message, this time accompanied by loud noises from under the carriage. Eventually, the vehicle went completely dead.

After contacting BMW Paarlberg, the car was collected the following day. It wasn’t long before Smith was informed that the twelve-volt battery required replacement. An appointment was scheduled with the installer to assess the wall box on December 1, 2023, but the installer failed to honour this appointment and made no effort to reschedule.

In a desperate bid for resolution, Smith reached out again to BMW Paarlberg in mid-December and was finally informed that the wall box was indeed defective. A second wall box was delivered in February 2024, yet history repeated itself as the same error recurred shortly after its installation. After another visit from an electric vehicle to test the wall box failed to charge it, the dreaded “DRIVE SHAFT ERROR” reappeared while Smith was driving. Once again, he returned the vehicle to the dealership.

The technician informed him that the e-motor had been damaged by the wall box’s attempt to charge, necessitating repairs or replacement. After nearly two months with his car at the dealership and a lack of communication regarding long-term damage, Smith had reached a breaking point by February 27, formally requesting to cancel the sale as trust in both the car and the service had evaporated.

In an attempt to retain the sale, the dealership arranged for a different installation company to assess the wall box. Following a test with a BMW Paarlberg vehicle, the wall box failed once again, displaying the same “DRIVE SHAFT ERROR” message. The technician had to reboot the test car to restore its functionality, leaving Smith increasingly frustrated as the vehicle continued to malfunction.

Eventually, he communicated in no uncertain terms to BMW Paarlberg that he was cancelling the sale. Although assured by a BMW representative that the car had been repaired and that this situation was a learning curve for the company, the underlying issue of the defective wall box remained unaddressed.

Reluctantly, Smith accepted the return of the motor vehicle. On April 16, 2024, a second installer attended to assess the wall box yet again. After being told that the wall box had been repaired, Smith charged the car in May 2024 only to have the dreaded error message appear once more, disabling the car entirely. Frustrated, he logged a call with BMW Assist but faced delays in receiving a technician’s support.

A courtesy car was provided on May 4, 2024, but his vehicle was not returned for two days, and he has yet to see it again. With mounting stress from his ordeal, Smith engaged his lawyers to attempt a cancellation of the deal and secure a refund, but his efforts have been in vain.

“This has been really stressful; I have had two wall boxes installed and technicians out four times to assess the wall box. Despite this, I have not been able to successfully charge the motor vehicle without damaging it,” he lamented. With repair files nearly two inches thick and a significant portion of his ownership marred by issues, Smith stated he had not approached the Motor Industry Ombudsman of South Africa (MIOSA) as their recommendations are non-binding; instead, he went directly to the National Consumer Commission.

In response to Smith’s complaint, BMW spokesperson Hailey Philander stated, “The customer has since approached the National Consumer Commission where an outcome is to be determined.”

Meanwhile, Smith’s ordeal stands as a cautionary tale of modern automotive technology and the pressing need for reliable after-sales support.

IOL

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