View Poll Results: How do you rate your after sales service and repair
Voters: 71. You may not vote on this poll
Do BMW deserve to Keep us with their service record
06-07-2006, 12:53 AM
#11
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Depends on the dealer - I bought my car from Rydale BMW and they were completely rubbish (although at the end their service manager intervened and at least tryed to get things right). I also think that they managed to get a screw in one of my tyres (arghh)
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
06-07-2006, 03:29 AM
#12
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Originally Posted by needforspeed' post='293727' date='Jun 7 2006, 09:53 AM
Depends on the dealer - I bought my car from Rydale BMW and they were completely rubbish (although at the end their service manager intervened and at least tryed to get things right). I also think that they managed to get a screw in one of my tyres (arghh)
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
Hate to say it but it was Sytners who keep breaking my car and my bosses car too!
06-07-2006, 05:20 AM
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Originally Posted by JWBMW' post='293802' date='Jun 7 2006, 12:29 PM
Hate to say it but it was Sytners who keep breaking my car and my bosses car too!
If I were you I'd try to find one person at the dealership who talked sense - someone who climbed down from his corporate bullshitting long enough to understand that they have not only seriously screwed up your car twice, but also put you in real danger on one of those occasions.
I'd want them to be seriously apologising and I'd want to hear them talking about compensation as well as internal reviews of their quality systems to try to identify how things went so badly wrong.
If you can't find anyone at the dealership who understands about ownership of problems and customer service - then I would simply log a formal complaint with the MD of Sytner - playing strongly on the personal safety implications of the faulty brake works - then go and find another dealer.
If they don't react in the way described about then they are idiots and I would not want an idiot servicing my car.
I also predict that you will get a response from their MD - cause as a company my experience is that they do care about their customers. Unfortunately - every company carries dead weight and the guy in charge of your dealership might just fit that bill.
06-07-2006, 06:22 AM
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My local dealers are very efficient & polite. My only complaint is that I go there far too often, 6 times in last year for different faults!!. They know my name when I walk in, this is not a good thing. My wife has a SAAB & they have the best dealer, one you never have to see...
06-07-2006, 06:27 AM
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Originally Posted by JWBMW' post='290466' date='May 31 2006, 01:39 PM
Poor service / dealer care seems to be a common topic at present so lets have a poll to see quite how bad it is present.
06-07-2006, 07:47 AM
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Originally Posted by needforspeed' post='293843' date='Jun 7 2006, 02:20 PM
Which one - they are a BIG group?
If I were you I'd try to find one person at the dealership who talked sense - someone who climbed down from his corporate bullshitting long enough to understand that they have not only seriously screwed up your car twice, but also put you in real danger on one of those occasions.
I'd want them to be seriously apologising and I'd want to hear them talking about compensation as well as internal reviews of their quality systems to try to identify how things went so badly wrong.
If you can't find anyone at the dealership who understands about ownership of problems and customer service - then I would simply log a formal complaint with the MD of Sytner - playing strongly on the personal safety implications of the faulty brake works - then go and find another dealer.
If they don't react in the way described about then they are idiots and I would not want an idiot servicing my car.
I also predict that you will get a response from their MD - cause as a company my experience is that they do care about their customers. Unfortunately - every company carries dead weight and the guy in charge of your dealership might just fit that bill.
If I were you I'd try to find one person at the dealership who talked sense - someone who climbed down from his corporate bullshitting long enough to understand that they have not only seriously screwed up your car twice, but also put you in real danger on one of those occasions.
I'd want them to be seriously apologising and I'd want to hear them talking about compensation as well as internal reviews of their quality systems to try to identify how things went so badly wrong.
If you can't find anyone at the dealership who understands about ownership of problems and customer service - then I would simply log a formal complaint with the MD of Sytner - playing strongly on the personal safety implications of the faulty brake works - then go and find another dealer.
If they don't react in the way described about then they are idiots and I would not want an idiot servicing my car.
I also predict that you will get a response from their MD - cause as a company my experience is that they do care about their customers. Unfortunately - every company carries dead weight and the guy in charge of your dealership might just fit that bill.
True but why should we have to go through the pain of complaining and trying different dealers when we have paid for a premium product! BMW should have quality assurance processes in place to offer a craddle to grave quality service if they are to maintain their brand image. The excellent score should be 95% plus not less than 40%. And yes I have tried another garage but this was taken over by Sytners too with a noticeable fall in quality there too. Alledgedly they have dismissed all their technicians and re-engaged those willing on a contract basis leading to them being demotivated - No work, no pay (this is only rumour).
I have had BMW's and Audi's previously and Audi completely outshine BMW with their customer service (shame about the product). All four Audi dealers I have used would have scored highly.
06-07-2006, 08:01 AM
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Originally Posted by JWBMW' post='293894' date='Jun 7 2006, 04:47 PM
True but why should we have to go through the pain of complaining and trying different dealers when we have paid for a premium product! BMW should have quality assurance processes in place to offer a craddle to grave quality service if they are to maintain their brand image. The excellent score should be 95% plus not less than 40%. And yes I have tried another garage but this was taken over by Sytners too with a noticeable fall in quality there too. Alledgedly they have dismissed all their technicians and re-engaged those willing on a contract basis leading to them being demotivated - No work, no pay (this is only rumour).
I have had BMW's and Audi's previously and Audi completely outshine BMW with their customer service (shame about the product). All four Audi dealers I have used would have scored highly.
I have had BMW's and Audi's previously and Audi completely outshine BMW with their customer service (shame about the product). All four Audi dealers I have used would have scored highly.
As to having to complain - well that's just life. No matter what situation you are in you will encounter a cross section of people - some are good at their jobs - and some bad. The better companies weed out the bad and hang onto the good - but even in the best company there are employees who really can't cut it.
You can't buy your way out of this by getting a premium brand.
06-07-2006, 08:22 AM
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Originally Posted by needforspeed' post='293727' date='Jun 7 2006, 01:53 AM
Depends on the dealer - I bought my car from Rydale BMW and they were completely rubbish (although at the end their service manager intervened and at least tryed to get things right). I also think that they managed to get a screw in one of my tyres (arghh)
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
In the past though I have used Sytner for several years and have always been impressed by their professionalism and high standards.
In fact this sort of aftercare - and the long service intervals - are a major factor in my sticking with BMW's for the last 10 years.
The little touches matter:
....like not having to queue up at a service desk
....when they leave you a little tin of sweets in the glovebox (bit cheesy - but I like it)
....giving your car a really good clean inside and out every time it goes in.
....when they greet you by name and call you during the day to tell you how it's going.
....when they call you up a few days after the service to ask if there was anything that they could do better.
....when they always try to get you a courtesy car - or service while you wait in their business lounge.
Try going to a vauxhall or ford dealer and you'll see the difference
Oh ... and I also had a simply stunning experience with Scotthall in hampshire when my car broke down - they were heros.
So - in general - I would say BMW offer premium customer service - and if you aren't getting this - try another dealer.
06-07-2006, 08:25 AM
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Model Year: 2008
Originally Posted by swajames' post='293901' date='Jun 7 2006, 09:22 AM
double post..... apologies
06-07-2006, 11:03 AM
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Originally Posted by needforspeed' post='293898' date='Jun 7 2006, 05:01 PM
Well the problem is that the dealers are NOT bmw - they are just franchisees. Compared to many brands I think that BMW manage their franchisees well.
As to having to complain - well that's just life. No matter what situation you are in you will encounter a cross section of people - some are good at their jobs - and some bad. The better companies weed out the bad and hang onto the good - but even in the best company there are employees who really can't cut it.
You can't buy your way out of this by getting a premium brand.
As to having to complain - well that's just life. No matter what situation you are in you will encounter a cross section of people - some are good at their jobs - and some bad. The better companies weed out the bad and hang onto the good - but even in the best company there are employees who really can't cut it.
You can't buy your way out of this by getting a premium brand.
We risk getting in to a debate on the merits and pitfalls of capitalism here but why do Lexus and lesser brands (plus Volvo from previous post) then have extremely high satisfaction ratings? Because they have set standards for their dealers.There is also a contradiction here too in what you say as Sytners are the biggest whilst being the worst performing. Perhaps MB was right to sack the majority of dealers in the UK