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In an era when manufacturers frequently declare a commitment to ‘delivering the highest standard of service and innovation’ and ask customers to rate their experiences, I wonder if any other readers have encountered the kind of inflexible bureaucracy I recently experienced.

I purchased a BMW 218i in 2024 and, on recommendation, added the BMW Service Inclusive plan to cover routine servicing for five years. Last month, the My BMW app began notifying me the first service was due by the end of August. To avoid last-minute issues during the holiday season, I responsibly booked the service for late July.

On the scheduled date, I left the car with the dealer, only to be informed later that the service could not be carried out. Why? BMW’s internal Condition Based Servicing (CBS) system – which monitors vehicle usage – had not yet triggered the service. Despite my explanation that the My BMW app had been prompting me for weeks, the dealer had no discretion. I was forced to reschedule for the end of August.

I contacted BMW UK Customer Support to suggest that dealers might be given some degree of flexibility. My query was passed between the dealer, the third-party plan administrator and back again, before I received this statement: “BMW dealerships adhere strictly to CBS triggers. We’re unable to adjust the parameters around the policy.” This unbending adherence to a policy shows a disconnect between digital tools, customer expectations and the reality of service delivery.