Being a Pakistani means accepting that good customer experience is a luxury rather than a right. Whether it’s shopping from an online store, lining up at any government institute or dealing with the admin office at an educational institute, we all expect khwaari.
However, if you pay a premium, you don’t expect such issues. That’s why customers of BMW Dewan in Pakistan were surprised when, first, their car deliveries were delayed and second, when they were informed that they would have to pay an additional amount since the government had imposed regulatory duties on imported vehicles.
With most BMW cars costing in excess of 1 crore, customers are being forced to pay additional tens of millions of rupees. Let’s back up and explain the situation completely.
According to multiple complaints received by ProPakistani, BMW Dewan has missed its car delivery targets by months. That in itself is an issue. But it has been exacerbated by the fact that the government imposed a regulatory duty of upto 30% on imported vehicles in October 2017. Now, customers have to pay millions more despite the fact that they made full payment while booking their cars.
At least one customer was told that while his car had arrived at port, the company didn’t have enough money to pay the duty and deliver the vehicle. With dozens of customers waiting for their cars and not being given a straight answer (when they are lucky enough to get a response), BMW Dewan has failed to uphold the customer experience level expected from a premium car distributor.
Responding to the complaints, the company put out an official statement which is reproduced below.
We would like to inform all our valued customers and fans pertaining to the recently imposed Regulatory duty by the Government of Pakistan and the resulting price impact on our vehicles henceforth. Dewan Motors has contested the SRO in Sindh High Court since its announcement to safeguard our customers’ interest. As the legalities continue, the customers who wanted their vehicles regardless, have paid the additional regulatory duty and received their vehicles after customs clearance. Meanwhile, others may wait for the court decision before paying the additional tax imposed by the Government.
We would also like to share our delight that Dewan Motors has added a record number of customers to the BMW family this year. We hope to continue serving to the best of their interests and facilitate them in enjoying the Sheer Driving Pleasure with their brand-new BMW in Pakistan.
To the specific complaints of customers who have to pay additional amounts because of the government SRO on imported cars, the company said:
BMW production was facing a delay for which they shared an official letter. The letter was then shared by Dewan to inform 100+ of our valued customers who had booked their vehicles during that time.
Here are just a few of the complaints on the company’s official page.