BMW_NYC

Man am I ticked off. I finally bit the bullet, and took my car in to get the BMW phone. I waited and waited to get a positive reply re: Bluetooth, and just got fed up. I also was going to use this opportunity to get my recall taken care of, some various warranty issues(ex. crazy windows and moonroof that jump up and down all on thier own,etc..). Not to mention I had finally sorted everything out in regard to all the wood pieces I wanted added to the console (& the E-Brake)-and was having this done as well. I told my dealer I wanted to get everything ready for an expected road trip I had planned for the Thanksgiving holiday time here in the States. This all started in October.
I finally got an appt. for Nov. 8th. Plenty of time. Or so I thought. First off I was informed that after much effort on the dealers part they were not able to secure me a loaner at all. I figured no big deal since I have alternative means of my own transportation. I have already done the rental thing in the past when they ran out of loaners- hated the cars, and thought it to be a waste of my money for what I paid for in the extra insurance they offer.
Two weeks fly past, and not a word from the Service Advisor I was assigned. I had left him 2 messages after the first week though, and he never replied. I am an easy going guy, and figured he was busy- the car was getting it's work done, and all would be well. Finally on the 22nd, I start making phone calls like a madman to different people in the service dept. and to my actual dealer , whom I've purchased 3 cars from. I even followed him to this new dealership because he left the old one that was actually more convienient for me. However, I had only heard good things about this one. The facility is 8 times the size of the prior one I did business with, and it is also a M.B, & Maybach dealership in a well-to-do area. I finally got a call back on the 23rd from my dealer apologizing for the service advisor, and everything else. He also told me he did not forget I had a trip planned. He explained to me what the hold up was. The computer or i-drive just would not except the phone into its system, everyone there was stumped, and it was now in the hands of a regional BMW service-expert-tech-guy who had to come to the dealership and troubleshoot it and get it in sync. O.K., He told me no worries and was very apologetic all around. He told me he would call me as soon as he knew when the 'tech-excpert' fixed her up. Halfway through the next day still no call. All the while I am still calling my service advisor and leaving him messages.
I got in touch with reception and was told the dealer split early due to the holidays, and this was 2 hrs. after he screened a call from me in the morning. The service advisor doesn't come in until 3 pm and works through sometime in the evening. He leaves me a message on my cell phone after I had turned it off at 9:30PM and didn't bother w/ any of the other numbers I had given them. He proceeds to smooth talk about how I was correct in the messages I left for him. Indeed the computer was troublesome and that the specialist needs to service it. BUT- GET THIS! Then he tells me he(the specialist) won't be in until Mon. Or Tues. of next week(29th & 30th), and that he won't be back until Mon. either. Then he hits me with the real WHAMMY....."Ohh, and after the technical matters are attended to next week, the car will have to be in our bodyshop for about 2 days. (!!!!!!!) You see when a car like yours is here this long (I swear I'm not making this up- this is a quote) -we get jammed up and things happen. Your car was involved in a collision to the drivers side fender here at the dealership. So obviously we'll fix it. O.K.? Have a Great Thanksgiving and talk to you next week when I am back and everything is sorted out". CAN U BELIEVE THIS???
Am I crazy for being very angry??? I am not the type of person to make a big deal over trivial things- but I think I have been treated like crap from the get-go. NO LOANER FOR ALL THIS TIME. THEY BUST MY SPOTLESS RIDE UP ON ME.....and aren't even very courteous or informitive about it. I have no idea about the specifics as of yet. I am going there tomm.- Sat. to inspect the car. I don't give a damn who is there and who isn't- most cars being serviced are left on a big lot in the back of all of the pre-certifieds-and the delear is open. So I plan to go, camera intact.
What do you guys think?? At the very least I think I am going a demand a loaner on Monday- just on principles alone. I have had to put off a planned trip for crying out loud! Then I want that car operating and looking perfect when I get it back. No ticks or glitches...and when I mean perfect - I want it detailed inside and out like it was when the dealer prepped it for me when I picked it up. I also think I may ask for a set of chrome kidney grilles thrown in for good measure. That is if they want to stay in my good graces, and have BMW of NA get a letter from me about how they remedied an unfortunate accident/situation in a proper manner. I will,in fact , send out a letter of praise- in spite of the bad situation up until now - if they follow this criteria come Monday. Otherwise I will be sending out letters with opposite content, and single out each individual who wronged me.

Whad'ya think - am I being reasonable? Hey I know in life accidents do occur regardless of someones best efforts. I don't want to see anyone in trouble, if they were just doing thier job. That's just not me. I do want to cover my a$$ however, and make sure I get what I am paying for. Although...I have not seen the actual damage to the car yet - so I may be humming a different tune after I see it.

Just curious what you guys would do given the circumstances. Thanks in advance for any feedback. :'(
-Mark

Jimbo

This is typical BMW Service bull $hit. I've had similar things happen to my ride. I wrote a letter to the general manager, spoke with the general manager and made an appointment to go over everything with the service manager.

They still dinged up my spotless ride. Obviously it's normal for them to screw up and expect their clients to accept it.

I got a little better service for awhile after my letter/telephone campaign but I think management just got on all the employee's backs and they don't like me anymore. Oh well.

I guess I'll find another dealer.

545RV

BMW_NYC if your facts/findings are correct, I think you are justified in seeking a satisfactory solution. Given your account of this terrible event I'd be upset as well

alohalc

your story/dealer is even worse than mine . i talked to the president, sales mgr, and parts mgr. i think in your case, you just go from the top. then he/she will do the rest for you. compensation is definitely needed from them. car dealerships are more into car sales nowadays than services .

BMW_NYC

I couldn't agree with you more Aloha. You are right on the mark, suggesting that the delearships are more interested in sales rather than ensuring good service will follow to the new customer. I just don't understand that they don't realize that BMW owners are very brand loyal. Even after all the rantings and ravings from previous owners, not to mention bad reviews from the editors due to Bangle's new edge on design and technologly- we're still buying with a vengeance. So wouldn't it seem logical to these delearships that when they are screwing over the customer after the sale in service related issues, that these consumers are going to be looking for a dealership to purchase thier next BMW at in a couple of years. I don't get it. Some friends of mine who own Nissans and Fords seem to get the red carpet treatment (service-wise) in comparison to me. That truly is sad. But thanks for the advice Aloha, I think will just bypass everyone else- and go to the Big Kahuna on Monday to settle this matter like you had suggested.

****I AM STILL seeking advice, in regard to what I may be asking them for due to the damage, lack of professionalism, and inconvenience that I had stated in the original post(delivery-like prep detailing job & chrome kidneys)----do you guys(and ladies) think this is being realistic?
Enjoy your Sunday everyone!, Mark

alohalc

a friend of mine bought a toyota corolla few years back and he still gets bday & x'mas cards from his sales advisor . i think this kind of after sales services are up to the sales advisors. which sales advisor doesn't want more commissions ? i'm still telling everybody how good the sales advisor in m.benz who sold the car to my dad...even he's no longer work in there. good services = referrals = commissions. how could they not understand this ? i know some people are just looking for a transportation. they don't really care about brand and handling of the car. then it comes down to price and service. there are many cars in the same price range. this group of people can easily walk to another dealers if they are not happy. how many potential buyers they've lost? who knows? but i'm quite sure it's not a small number <_<.

i personally think detail job is something you don't want to get from your dealer. i just found out the other day my dealer is using machine wash, not hand wash . if your car is dirty, it'll look very good after a regular wash and vacumm. if your car is clean, they might just wipe off the dust. who knows what's happening behind the curtain? i think it's better for you to ask the president what is he/she going to do to compensate the time lost and all the frustration. most of the time they'll give you some better goodies than the ones that you asked. i think chrome grills shouldn't be a problem. might as well ask for wood shifter and ebrake handle. you have to think they damaged your car and it won't be new after the repair. it'll hurt your resale value as well. so a few hundred dollars is actually a very "good deal" for them <_<.