BMW COVID-19

FREQUENTLY ASKED QUESTIONS.

In these unprecedented times, we would like to remind our valued customers that we are here for you and ready to attend to your queries during the COVID-19 lockdown period. As you might expect, we are receiving higher than normal volumes of customer enquiries at this time. For answers to the most frequently asked questions, such as those regarding finance agreements please see below:

Read more
FREQUENTLY ASKED QUESTIONS.

GENERAL

  • How do I contact BMW during the Alert Level 4 Lockdown period?

    We’ve mobilised our customer support team to be able to assist you. Please contact us on 0800 600 555 or by emailing customer.service@bmw.co.za. We are currently experiencing high volumes of queries but will get back to you as soon as possible.

  • What can I do to keep my BMW clean and virus-free?

    We suggest cleaning all surfaces that you touch with a damp cloth and a little soapy water. Knobs and door handles may also be cleaned carefully with a little disinfectant. Please do not use any aggressive (e.g. chlorine), abrasive or corrosive cleaners on the surface of your car and interior. You can also reduce the spread of viruses on your interior by washing your hands before using your BMW. To find out more about COVID-19 you can visit the official COVID-19 South African Resource Portal on www.sacoronavirus.co.za.

  • How can I protect myself?
    To find out more about COVID-19 and how to stay safe during this time, you can visit the official COVID-19 South African Resource Portal on www.sacoronavirus.co.za.

BUYING ONLINE & TEST DRIVES

  • Are BMW Retailers open?

    In accordance with Government regulation, BMW Retailers and Service Centres are open for trade-ins, sales and service with very strict hygiene and social distancing conditions. To find out more, please contact your BMW Retailer directly.

  • Can I still book a test drive?

    Yes, we will be conducting test drives during Alert Level 4 under strict conditions to ensure the safety of our customers and staff. Please use the test drive request form to schedule your test drive and one of our friendly consultants will be in contact with you to arrange a suitable date and time. 

  • Can I still buy a BMW?
    Yes. With our Digital sales platform, you can find your BMW and place your order online – along with instant trade-in estimates and the choice of different finance options. You can also schedule an advanced collection date – all from the comfort of your home.
    We’ve been redefining the BMW purchase process for some time now to bring you simplicity, convenience and choice - online. Why not give it a try?
  • I need help with my order, who do I call?
    Please call online support on 0800 600 555 and select option 1.
  • I’ve placed my order, when can I collect my BMW?
    Your retailer will contact you to facilitate the delivery of your new vehicle.
  • I’d like to trade-in my current vehicle. What do I do?
    Trading activities are permitted during Alert Level 4. Please contact your preferred BMW Retailer to arrange a suitable time for a vehicle inspection and formal trade-in offer.
  • Can I cancel my order?
    We understand that in this time of uncertainty, you may need to cancel the order of your new BMW and we will assist you wherever possible. To request a cancellation during the lockdown, please contact online support on 0800 600 555 and select option 1.

FINANCE AND INSURANCE

  • How should I contact BMW Financial Services during the COVID-19 lockdown period?

    We would like to encourage customers to email us on customer.service@bmwfinance.co.za. Should you wish to get a statement, request a settlement or download contractual documents, you can obtain the information by logging onto your account via our online portal, MyAccount. If you were unable to get the necessary information via email or our online portal, you can contact us on 0800 600 555. We are experiencing higher than usual call volumes and request your patience and understanding during this time.

  • What are the BMW Financial Services business hours during the COVID-19 lockdown period?

    Working hours are still Monday to Friday 08:00 to 17:00.

  • Will I be able to take a payment holiday?

    We are not offering customers a full payment holiday across the board. However, if you are directly affected by COVID-19 and you are concerned that you may not be able to meet your financial obligations, you may complete the Payment Relief Request form below.

    COVID-19 Payment Relief Request 
     

    Your request will be assessed based on the merits of the case.

  • What is the impact of a payment holiday on my contract?
    Taking a payment holiday does not mean that the payment or interest due by you will be waived. It assist you by deferring your current payment obligation into the remaining term of your agreement. This deferment still attracts interest and the full capital under the agreement is still payable by you, resulting in higher payments for the remainder of the contract. A payment holiday should only be taken if absolutely required. Our agents will advise you of the impact on your contract before altering the contract.
  • My agreement is due to come to an end during the lockdown period, can I still refinance my Balloon?
    Yes, our team is available to assist you with this. Please send your request to advisor@bmwfinance.co.za.
  • I have a Select Finance agreement which is due to end soon, what are my options?
    At the end of your Select agreement, you have the following options:
     
     
    • Trade in your vehicle at your nearest BMW Retailer. Click here to view available stock.
    • Keep the vehicle by settling the Guaranteed Future Value. The lump sum payment will be deducted from your bank account.
    • Keep the vehicle by refinancing the Guaranteed Future Value. Contact us on customer.service@bmwfinance.co.za 
    • Return your vehicle to your nearest BMW Retailer.

     

    Should you opt to return or trade in your vehicle, you will not be in a position to do so on the date as stipulated in your agreement, due to the national lockdown.
     
    In light of this, you will now have to return or trade in your vehicle within 3 business days after 19 May 2020. Your vehicle must therefore be returned to or traded in at your nearest BMW Retailer on or before 22 May 2020, at no additional cost. 
     
    Your current contractual km limit and vehicle return conditions as stipulated in your agreement remain in place.
     
    However, should you wish to settle in full or refinance the Guaranteed Future Value, please ensure that this is done on the date scheduled as per your Select agreement.  For these options, the exception to conclude the deal 3 business days after the lockdown period is not applicable
  • Can I get my original Natis document from you during lockdown period?
    At this stage, Natis documents cannot be collected from our Office, however, we can have these delivered to you.  Please contact BMW Customer Services on 0800 600 555 or customer.service@bmw.co.za to effect the necessary arrangements for the documents to be couriered to yourself.
  • How do I update my personal details on my Agreement?
    To update your personal details, you can log onto your MyAccount portal. Alternatively, you can email us at customer.service@bmwfinance.co.za
  • Can I contact BMW Group Insurance during the COVID-19 lockdown period?
    Yes, our call centre will be available to assist you. You can find the relevant contact details here.
  • Will BMW Group Insurance be available to assist me with a Tyre claim during the COVID-19 lockdown period?
    Yes, tyre claims can be processed during this time. Please review the Tyre Claim process here.

VEHICLE SERVICE AND ROADSIDE ASSISTANCE

  • Will I still have access to roadside assistance during the National lockdown?
    As an essential services provider, BMW On Call will still be operational during all levels of the Covid-19 National Lockdown. Our technicians will tow vehicles to the nearest Retailer or place of safety. Emergency repairs are permitted during Level 4 of the Lockdown.  Additional mobility will be negotiated on a case-by-case basis.*
     
     
    Roadside Assistance Numbers:

    BMW On Call:
     
  • Will I be able to service or repair my BMW during this time?
    If your vehicle is due for a service or you need an emergency repair to get you back on the road, we welcome you to book a service at your preferred BMW Retailer. This includes mechanical assistance to keep your vehicle mobile including oil and brake services that are due. It does however not include cosmetic repairs such as minor dents and scratches or cosmetic enhancements. 
  • What are ‘Emergency Repairs’?
    An emergency repair includes mechanical repairs and/or assistance to keep your BMW mobile including oil and brake services that are due. It does not include minor/proactive servicing i.e to check squeaks and rattles.
  • Will Parts be available?
    Original BMW Parts will be available to carry out emergency repairs. This includes Parts for Independent repairers.
  • Can I book my BMW in for an oil service?
    Yes, if service is due, based on timing or mileage.
  • My BMW was booked in at a Service Centre when the Lockdown was announced. What happens now?
    During Level 4 of the Lockdown, you are permitted to collect your vehicle. We suggest contacting your local service provider to enquire if your BMW is ready for collection.
  • What should I do if my vehicle is due for a service or my Motorplan is coming to an end during the National lockdown period?
    We have introduced the following temporary measures for your peace-of-mind and the longevity of your BMW:
     
    • 6-month extension for all services due during the lockdown period due to time  
    • Up to 2000 km negative allowance for all mileage-based services due during the lockdown period 
    • 30-day extension for customers whose Motorplan will be coming to an end during the lockdown period

     

    If you would like to extend your Motorplan contract further, please contact BMW Customer Care on 080 060 0555 or customer.service@bmw.co.za for assistance. 
     
  • How do I book for a service?
    Book a service by contacting your preferred BMW Retailer directly. Alternatively, to schedule a service in advance, you are welcome to do so online: