Dealer Door Ding, Now What?

Mach1er · 04-01-2017, 07:48 PM

Title pretty much says it all. Car went in for a number of things and they had it for a few days, including to replace a window regulator. Found a brand new door ding with white paint in it when I got home. Of course, I assumed it was bird shit, so I just cleaned white paint off and now I just have a ding. I know it's from the dealer since the car got a bath right before going in.

Do I ask them what they will do about it come Monday? It's the only door ding on the whole car...

Probably something PDR can fix as there is no paint damage.

captain slowly · 04-01-2017, 08:16 PM

dealers usually take pictures of the car at the time of write up, for this very situation. Go back, tell them the door ding wasn't there. They'll check the pictures and will have the PDR guy fix it for free.

zx10guy · 04-01-2017, 09:34 PM

The one I go to has check in guys which inspects the car all the way around. If there is any damage, it's noted on the check in sheet which you're asked to sign to acknowledge what they found. Not sure why other dealers don't do this.

Esteban · 04-01-2017, 10:02 PM

Agree about the check-in sheet... my dealer does this. I think they would accept responsibility for the ding. I'm sure it happens all the time. Dealers usually employee a PDR person that travels from dealer to dealer for these kind of occasions. Should be no problem at all.

tock172 · 04-01-2017, 10:43 PM

Here are the big questions: Was this at a BMW dealer and if so, have you received and filled out the email survey about your service advisor and overall experience? If not, don't complete until they've fixed your dent.

Call back and politely insist that it was not there when you dropped the car off. If they try to shirk responsibility, continue insisting and politely applying pressure. If you've truly been wronged, they all give in eventually. The key here is the survey. It's really not a survey, because anything less than a 10 equates to failure according to some. You can use it to leverage the dealer into fixing the dent that they caused in the first place.

Mach1er · 04-03-2017, 03:00 PM

Update: You all were right (tock172, Esteban , zx10guy , captain slowly ). They don't take pictures or do any pre-work body inspection, but they didn't seem to disbelieve me. They're scheduling me with a mobile PDR guy who will come to my home/work whatever.

A nice surprise that there was no fight, but my SA knows I'm anal about this kind of thing after he washed my car when I had told him not to...stripped the wax I had just done.

Matticus91 · 04-03-2017, 03:27 PM

Quote:

Originally Posted by Mach1er

Update: You all were right. They don't take pictures or do any pre-work body inspection, but they didn't seem to disbelieve me. They're scheduling me with a mobile PDR guy who will come to my home/work whatever.

A nice surprise that there was no fight, but my SA knows I'm anal about this kind of thing after he washed my car when I had told him not to...stripped the wax I had just done.

Glad to hear they're making it right for you. Knowing they do not do an entry inspection you should take your own photos when going in for service. Take them at angles to the body panels so you can see the body lines and identify dents.

Mach1er · 04-03-2017, 03:37 PM

Quote:

Originally Posted by Matticus91

Glad to hear they're making it right for you. Knowing they do not do an entry inspection you should take your own photos when going in for service. Take them at angles to the body panels so you can see the body lines and identify dents.

Good idea and I will try to do this, just not something I might always remember to do especially if the car has a pressing issue which brings it do the dealer on short notice.

Esteban · 04-03-2017, 04:41 PM

Quote:

Originally Posted by Mach1er

Update: You all were right. They don't take pictures or do any pre-work body inspection, but they didn't seem to disbelieve me. They're scheduling me with a mobile PDR guy who will come to my home/work whatever.

A nice surprise that there was no fight, but my SA knows I'm anal about this kind of thing after he washed my car when I had told him not to...stripped the wax I had just done.

Thought this would go well for you. They don't want unhappy clients, especially if you're a regular/long time customer.

That sucks about the car wash though. I always make sure it says on the work order "NO CAR WASH" and hope they notice that.

Dackelone suggests making a sign and attaching it somewhere on the inside of the car so that it gets their attention. I think that's a good idea.

Mach1er · 04-03-2017, 04:51 PM

Quote:

Originally Posted by Esteban

Thought this would go well for you. They don't want unhappy clients, especially if you're a regular/long time customer.

That sucks about the car wash though. I always make sure it says on the work order "NO CAR WASH" and hope they notice that.

Dackelone suggests making a sign and attaching it somewhere on the inside of the car so that it gets their attention. I think that's a good idea.

Yeah, the SA always remembers now. I made an impression, apparently because my Zaino process is like 8hrs of work and I refused their offer to have them detail the car for me after the incident. The reason it got washed was that it was one of their "hand written work orders" after I still had a bulb error when I started the car during pick-up and just left the car at the dealer. 'No wash' has been on every computerized work-order.

Might consider a sign...

Esteban · 04-03-2017, 05:04 PM

Quote:

Originally Posted by Mach1er

Yeah, the SA always remembers now. I made an impression, apparently because my Zaino process is like 8hrs of work and I refused their offer to have them detail the car for me after the incident. The reason it got washed was that it was one of their "hand written work orders" after I still had a bulb error when I started the car during pick-up and just left the car at the dealer. 'No wash' has been on every computerized work-order.

Might consider a sign...

I will be taking my car next week for servicing. I've been a client at my dealer since 2008 and they know how anal/ocd I am and they handle my car with "kid gloves", matter of fact my SA puts that on my work order. I'm still nervous.

I've never done the sign thing but I think I will this time, just to make sure.

tock172 · 04-03-2017, 05:17 PM

Quote:

Originally Posted by Mach1er

Update: You all were right (tock172, Esteban , zx10guy , captain slowly ). They don't take pictures or do any pre-work body inspection, but they didn't seem to disbelieve me. They're scheduling me with a mobile PDR guy who will come to my home/work whatever.

A nice surprise that there was no fight, but my SA knows I'm anal about this kind of thing after he washed my car when I had told him not to...stripped the wax I had just done.

Nice job, I'm glad they're helping you out.

Dackelone · 04-03-2017, 07:54 PM

Quote:

Originally Posted by Esteban

I will be taking my car next week for servicing. I've been a client at my dealer since 2008 and they know how anal/ocd I am and they handle my car with "kid gloves", matter of fact my SA puts that on my work order. I'm still nervous.

I've never done the sign thing but I think I will this time, just to make sure.

Putting a sign inside the car works best bc there are so many people in contact with your car: The SA, the tech, QC person, the lot porters and the wash guys.

Put a sign inside the car and hang it up - somewhere EVERYONE will see it.

04-01-2017, 07:48 PM	#1
Mach1er Lieutenant 88 Rep 524 Posts Drives: '13 128i Join Date: Mar 2013 Location: Austin, TX iTrader: (0)	Dealer Door Ding, Now What? Title pretty much says it all. Car went in for a number of things and they had it for a few days, including to replace a window regulator. Found a brand new door ding with white paint in it when I got home. Of course, I assumed it was bird shit, so I just cleaned white paint off and now I just have a ding. I know it's from the dealer since the car got a bath right before going in. Do I ask them what they will do about it come Monday? It's the only door ding on the whole car... Probably something PDR can fix as there is no paint damage. __________________ '13 128i \| 6MT \| SGM \| Black Boston \| Black Gloss \| Lighting \| Premium \| Tech \| HK \| Anti-Theft \| [CDV-Delete \| Clutch Stop \| 30% Pinnacle] Ordered 2.23 \| Production Begin 3.7 \| Ends 3.15 \| Released to carrier 3.18 \| At port 3.19 \| Departed 3.23 (K-line to Brunswick) \| Arrived 4.7 \| Truck 4.12 \| Dealer 4.19
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04-01-2017, 08:16 PM	#2
captain slowly I like turtles! 726 Rep 698 Posts Drives: '21 M2C 6MT Join Date: Feb 2017 Location: Long Island, NY iTrader: (0)	dealers usually take pictures of the car at the time of write up, for this very situation. Go back, tell them the door ding wasn't there. They'll check the pictures and will have the PDR guy fix it for free.
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04-01-2017, 10:02 PM	#4
Esteban Major General 43654 Rep 7,224 Posts Drives: a slow car fast Join Date: Jun 2014 Location: SoCal iTrader: (0)	Agree about the check-in sheet... my dealer does this. I think they would accept responsibility for the ding. I'm sure it happens all the time. Dealers usually employee a PDR person that travels from dealer to dealer for these kind of occasions. Should be no problem at all. __________________
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04-01-2017, 10:43 PM	#5
tock172 Beachtown Bill Collector 582 Rep 1,062 Posts Drives: 2012 135i Join Date: May 2011 Location: San Diego iTrader: (1) Garage List 2012 BMW 135i [0.00] 1999 Lexus LS400 [0.00] 1985 BMW 325e [0.00]	Here are the big questions: Was this at a BMW dealer and if so, have you received and filled out the email survey about your service advisor and overall experience? If not, don't complete until they've fixed your dent. Call back and politely insist that it was not there when you dropped the car off. If they try to shirk responsibility, continue insisting and politely applying pressure. If you've truly been wronged, they all give in eventually. The key here is the survey. It's really not a survey, because anything less than a 10 equates to failure according to some. You can use it to leverage the dealer into fixing the dent that they caused in the first place. __________________ 2012 BMW 135i Space Grey Metallic M-Sport DCT Dinan S2
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04-03-2017, 03:00 PM	#6
Mach1er Lieutenant 88 Rep 524 Posts Drives: '13 128i Join Date: Mar 2013 Location: Austin, TX iTrader: (0)	Update: You all were right (tock172, Esteban , zx10guy , captain slowly ). They don't take pictures or do any pre-work body inspection, but they didn't seem to disbelieve me. They're scheduling me with a mobile PDR guy who will come to my home/work whatever. A nice surprise that there was no fight, but my SA knows I'm anal about this kind of thing after he washed my car when I had told him not to...stripped the wax I had just done. __________________ '13 128i \| 6MT \| SGM \| Black Boston \| Black Gloss \| Lighting \| Premium \| Tech \| HK \| Anti-Theft \| [CDV-Delete \| Clutch Stop \| 30% Pinnacle] Ordered 2.23 \| Production Begin 3.7 \| Ends 3.15 \| Released to carrier 3.18 \| At port 3.19 \| Departed 3.23 (K-line to Brunswick) \| Arrived 4.7 \| Truck 4.12 \| Dealer 4.19 Last edited by Mach1er; 04-03-2017 at 04:34 PM..
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