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speaking from the dealership point of view it sucks you had such a bad experiance. he is correct tho in that bmw has revamped their survey requirements and now a bad score or faliure to simply "wash and vacume" the vehicle can result in the dealership losing thousands of dollars. however this is no way to simply coach the customer instead they should try to go a little further to make you satisfied as a customer. you call on what to do on the survey but i would respond that you are upset and would like some sort of consideration based on your six visits... good luck!
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