Procedures
51 01 09 (551) Measures For Leather Complaints (Seats)
All model series
Situation:
The leather used by BMW is a high-quality, state-of-the art process engineered natural product, whose quality level lasts for years with the appropriate care. Follow the instructions in the Service Information (bulletin) 51 02 02 (834) and the instructions in the Owner's Handbook on BMW Premium Leather Care. The BMW approved leather cleaners and care sets are to be used.
To maintain the high-quality leather prepared by BMW even after damage without replacement of the complete seat cover or the interior covering, BMW offers a leather repair kit. To perform leather repairs the "BMW appearance repair/passenger compartment repair" Aftersales training is recommended.
Advantages for the customer: Part replacement can be avoided with cost-effective repairs of minor damage.
Advantages for the BMW dealer: Professional leather repair can increase the value of a vehicle. A repair is possible in approx. 60 to 80 minutes. Restrictions on the repair are with damages to seams.
IMPORTANT: The marked "airbag seam" must not be repaired.
Despite very good results, new part quality can not be achieved. For damages which are the fault of the customer, it is advisable to exclude the warranty claims for this repair before applying the leather repair.
A repair is only carried out in justified case of customer complaint.
NOTE:
The leather repair requires permanent training and a high degree of manual dexterity. In order to meet the situations in all BMW Service authorised workshops, there are two application variants offered for optimal use:
1. Just as bodyshops and paint shops are used for body damages, there is also the possibility here, to engage a qualified local supplier for the leather repair.
POS Polsterservice GmbH is recommended in Germany.
Contact details:
POS Polsterservice GmbH
M�hlenpfad 2-4
53547 Hausen-Solscheid
Telephone: +49 (0) 2638 / 921-700 (for German,Austria and Switzerland)
Telephone: +49 (0) 5828 / 80755 (for Netherlands, Belgium and Luxembourg)
E-mail: vertrieb@polsterservice.de
E-mail: jvanderveen@polsterservice.de (for Netherlands, Belgium and Luxembourg)
Internet: http://www.polsterservice.de
2. Use of the BMW leather repair kit and its application after participating in the recommended Aftersales training "BMW appearance repair/passenger compartment repair".
The following fault patterns belong to the most frequent complaints for leather upholstery:
1. Discolouration and dirt contamination
2. Abrasion
3. Scratches
4. Tears and cracks
5. Open seams
6. Ripples
7. Creasing (with and without rollover)
8. Leatherette cracks
Affected vehicles:
All BMW and MINI vehicles with leather trim
Measure:
1. Discolouration and dirt contamination
Clothing (especially jeans and leather clothing in damp condition) can bleed colours onto the leather. Especially subject to this are special light coloured interior options
To prevent the leather from permanent discolouration and dirt contamination, regular leather care is required (also refer to SI 510202834 and notes in the Owner's Handbook on leather care).
Using the care and cleaning set approved by BMW, these discolourations and dirt contaminations can be removed in most cases. If is no longer the case, because it is at an advanced stage, the dirt contamination has already penetrated into the leather.
IMPORTANT:
- Work using BMW leather care kit is not reimbursed by the warranty as this is a cleaning and care operation.
- Discolouration and dirt contamination resulting from lack of care are not a case of defect of the leather. In case of a customer complaint defective material must be proven and if necessary the part replaced.
2. Abrasion
Wear marks, e.g. on the seat bead, can occur by continual mechanical stress and the used geometries.
Regular care keeps the leather soft and protects from abrasion.
The effected location can be repaired with the aid of the BMW leather repair kit.
Only for repeated customer complaints is the effected part to be replaced.
IMPORTANT:
- If again waiting for a repair is not successful, in case of repeated customer complaints the effected part must be repaired. The invoicing is to the warranty.
- See billing procedures.
3. Scratches
The leather surface is like scales. Obvious damages to the leather surface caused by pointed objects such as, belt, buttons, keys or zip fasteners.
The fault pattern presents no product defect. The effected location can be repaired with the aid of the BMW leather repair kit.
4. Tears and cracks
Obvious completely cut leather caused by sharp objects, such as keys or knives.
The fault pattern presents no product defect. Replacement of cover necessary.
5. Open seams
Open seams-general
Damaged or open seams caused by pointed or sharp objects.
The effected spot can be repaired more economically by an external service provider.
IMPORTANT:
- For damaged airbag seams (sewed in) on the cover of the seat backrest or the door trim panel, the affected component must be replaced.
- See billing procedures.
Open "airbag seam"
IMPORTANT: The marked "airbag seam" must not be repaired.
6. Ripples
A ripple in the surface is completely desired to emphasize the natural character of the leather. The ripples in the leather can change due to fluctuations in temperature and humidity.
In case of customer complaints, the customer should be advised of the natural character and design of the leather upholstery. A treatment of the effected spot has no purpose.
7. Creasing
Creasing without rollover of material
Depending on the cover design, the natural leather qualities (stretch) and the individual type of entering the vehicle, permanent creasing (without rollover of the material) of the seat cover can occur on the seat surface
Creasing with rollover of material
Heavy creasing (with rollover of material) on the seat surface is caused by extreme stress.
IMPORTANT:
a. Creasing without rollover of material is not a defect of the leather. Part replacement on warranty is not justified.
b. For creasing with rollover of material, in the case of customer complaint the effected part must be replaced on warranty.
To compensate for possible colour variations, the adjacent leather surfaces must be treated with the leather care kit.
8. Leatherette crack
Surface cracks in leatherette.
The underlying fabric structure is visible.
In case of customer complaints the effected part is to be replaced on warranty.
Procedure:
Effective immediately measures for leather complaints will be decided based on damage images.
1. In case of customer complaint, check if the leather surface can be repaired by care measures.
For the procedure, refer to Service Information (bulletin) 51 02 02 (834).
2. If there is damage of the leather in the case of customer complaint, for warranty claims convincing digital photos with the following contents must be made (similar to a paint complaint).
- Total image of the damage location
- Detail image of the damage location
- Display the scale for size of damage spot with a ruler or a coin as reference
Diagram and description of the damage location is retained in the vehicle records.
Acceptance of warranty costs depends on the evaluation of the leather damage.
3. Repair damaged spots according to the recommendations in the BMW appearance repair/interior repair Aftersales training or by a qualified service provider.
Billing procedures:
IMPORTANT: The fault pattern 1 (Dirt contamination, discolouration), 3 (Scratches), 4 (Tears and cuts) and 6 (Ripples) are not a product defect of the leather. Part replacement on warranty is not justified.
Warranty
For leather repair work in case of warranty (e.g. wear) the invoicing is made according to working time (AZ) under the following job numbers:
BMW appearance repair passenger compartment - Job number: 52 99 010
MINI appearance repair passenger compartment - Job number: 52 99 020
Material and labour costs incurred can be claimed through the usual warranty channels subject to current warranty terms.
NOTE: Current contents and range of parts can be found in the spare parts catalogue.