You are welcome. I wish you luck with the available dealers.

On the customer-focus issue, I think it is one too, but I would not hold it against the dealer for following "our agreement." I don't think we should expect dealers not to follow the agreement. But, if one chooses to do us a small favor, then good.

What is important to me, however, is that my dealer do everything in its power to help me when significant things occur. My dealer has done everything possible to help me with one significant issue and still is trying. Maybe my dealer is only doing what "should" be done, but there never has been any tendency to stop the process prematurely or in a manner that would be more convenient to the dealer.
[/quote]

Isn't the point though that when selling the cars the dealers make a lot of the free maintenance thing and use comparsions in terms of the cost of owning a BMW for four years vs say a Mercedes or Lexus, with the clear indication that the total cost for a BMW would be zero as maintenance is covered. The only thing I was aware of that was specifically excluded was tires (excepting of course that these may be covered if they are defective, per the runflats). These cars are sold on the basis that they cost zero to maintain, and topping off oil is, to me, maintenance. TBH it would cost me as much in gas to get the to dealer as it would in oil if I got the dealer to top of a few bucks worth of oil rather than doing it myself, but if the car is at the dealer, and they top it off, I don't think most buyers would expect to be charged for that and I'd be personally pissed if the dealer that sold me a 65K car went to the trouble of charging a few buck for that. As it happens my dealer has been pretty good about that but the point applies across the board. OK, the devil is always in the detail and fine print, but it's clear that BMW wants to create the perception that the total cost of maintentance for 4 yrs/50,000 miles is zero - and that's what it should be.

 

... OK, the devil is always in the detail and fine print, but it's clear that BMW wants to create the perception that the total cost of maintentance for 4 yrs/50,000 miles is zero - and that's what it should be.
[/quote]I agree on the part. And, I can see how you could feel as you do about the rest. I just think that a tad of freedom to overstate in "advertising" is OK (there always is an asterisk or footnote); too many nitpicking qualifications might be needed to write an effective add otherwise. For example, many autos/dealers advertise "bumper to bumper" warranties. And, it is up to us to know that tires are not covered by the auto manufacturer. We also should know that "average" wear on things like brake pads will not be covered (and that goes for the BMW warranty/"free" service contract).

I really think that we are way too hard on BMW and its dealers much of the time. And, while I am sympathetic, I think that the "quart of oil vilification" exemplifies my point.

 

... OK, the devil is always in the detail and fine print, but it's clear that BMW wants to create the perception that the total cost of maintentance for 4 yrs/50,000 miles is zero - and that's what it should be.
[/quote]I agree on the part. And, I can see how you could feel as you do about the rest. I just think that a tad of freedom to overstate in "advertising" is OK (there always is an asterisk or footnote); too many nitpicking qualifications might be needed to write an effective add otherwise. For example, many autos/dealers advertise "bumper to bumper" warranties. And, it is up to us to know that tires are not covered by the auto manufacturer. We also should know that "average" wear on things like brake pads will not be covered (and that goes for the BMW warranty/"free" service contract).

I really think that we are way too hard on BMW and its dealers much of the time. And, while I am sympathetic, I think that the "quart of oil vilification" exemplifies my point.
[/quote]

I think the issue is dealers, not BMW. From my read of the coverage on BMWUSA.com the exclusions don't seem to necessarily extend to the oil issue here anyway (which is only an example, no one really cares about 6 bucks.....). My point is that nickel and dime dealers undermine a) the customer's experience of ownership and b) what BMW is trying to do to create customers and customer goodwill through the maintenance program. In this case, no matter how much the customer "saves" through 4 years free servicing, what sticks in their mind is getting reamed six bucks by a crappy dealer. That's bad for BMW, and I'm sure it's not what they intended, but it's what customers notice.

 

... OK, the devil is always in the detail and fine print, but it's clear that BMW wants to create the perception that the total cost of maintentance for 4 yrs/50,000 miles is zero - and that's what it should be.
[/quote]I agree on the part. And, I can see how you could feel as you do about the rest. I just think that a tad of freedom to overstate in "advertising" is OK (there always is an asterisk or footnote); too many nitpicking qualifications might be needed to write an effective add otherwise. For example, many autos/dealers advertise "bumper to bumper" warranties. And, it is up to us to know that tires are not covered by the auto manufacturer. We also should know that "average" wear on things like brake pads will not be covered (and that goes for the BMW warranty/"free" service contract).

I really think that we are way too hard on BMW and its dealers much of the time. And, while I am sympathetic, I think that the "quart of oil vilification" exemplifies my point.
[/quote]

I think the issue is dealers, not BMW. From my read of the coverage on BMWUSA.com the exclusions don't seem to necessarily extend to the oil issue here anyway (which is only an example). My point is that nickel and dime dealers undermine a) the customer's experience of ownership and b) what BMW is trying to do to create customers and customer goodwill through this kind of service level. In this case, no matter how much the customer "saves" through 4 years free servicing, what sticks in their mind is getting reamed six bucks by a crappy dealer. That's bad for BMW.
[/quote]
I respect your feeling and opinions. But, to me, what's important is how a dealer performs on the big things. I wouldn't think twice about having to pay for oil even if the dealer is misinterpreting BMW's service contract. I would not like it if the dealer was "misinterpreting" intentionally though. If the dealer was doing so and I knew it, then I would not go back.

I do agree that BMW is missing the boat on not giving free top offs, for example. This thread tells me that BMW is making a mistake.

Did you read my post #10. What do you think? I was unable to come to a conclusion reading my service booklet.

 

Ya $6 is nothing but its these things that show how a dealer is over all. If they're so stingy about even half a quart of oil imagine how much they will be or WILL NOT be willing to go the extra step for their customers.

I'm so glad my servicing dealer isnt like this. They've always gone the extra step, at least for me.

 

What dealer do you go to??

 

some dealers dont care ... my dealer (Pembroke Pines BMW) always goes beyond the normal care and customer satisfaction, from the service manager, shop foreman and my SA. a couple times I just went there because the poer steering fluid was low (was not going to buy a bottle for just one use) the service manager happened to pass by, i told him and he said no problem i fill it up for you .. same thing with coolant another time and some other stupid things that supposedly are not covered by the maintenance nor the warranty....

 

My car went a quart (or liter) down at about 8500 miles and my dealer- Sterling BMW Newport Beach ,CA topped it off without a second thought. I called them when the light came on and my service advisor said "just bring it down and we will take care of it." They did just that, no nickels , no dimes.

 

Man, your service rep either sucks or the dealer requires him to do what he did. I am way out of free service with 92,000 miles on mine and my service rep just topped off my coolant with no questions asked, no paper work or anything. Just filled it and sent me on my way. I always give him 5s on the customer service survey and he takes great care of me. Take it out on them when the BMW customer satisfaction surveyor calls and let your rep know how you feel. My rep would have never done that within the 50,000 miles.

 

Seeing the 'Coolant too low' message, I stopped by the dealership on Saturday. The SA told me that they see such warnings all the time and he directed me to stop by the Service Bay where they topped off the coolant. Interestingly, there was this floating device thingy in the coolant tank which floated up to indicate that the tank was maxed. I thought that was cool.

While we were at it, I asked the mechanic to top off my windshield wiper fluid too. The fellow got out a couple of Wiper Concentrate bottles, diluted the contents and topped off the tank. He also gave me a bottle gratis. This was great since these bottles are sold at $4.20 a pop at the parts dept at the dealership. In fact, I saw the same bottles priced at $7.20 each at BMW of Fairfax. Highway robbery