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      11-09-2008, 04:55 PM   #1
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Courtesy car and warranty work

I need to have some warranty work done on my car and dealer advised that they are only prepared to provide courtesy car @ $66/day while my car is being fixed (likely to take 2 days).
Out of principle I refuse to pay for a loner and find this to be lousy customer service.
Can anyone advise of any Sydney dealerships (preferably on the north side) that provide decent customer service and loan cars at no charge?
Any examples of bad experiences of customer work and/or shonky servicing practices and dealerships we should avoid?:wink:
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      11-09-2008, 05:00 PM   #2
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Shouldnt be charging you for a loaner if your car is still under warranty..
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      11-09-2008, 05:40 PM   #3
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should always have a loner at no cost. Always happens here and in other parts of the country.
Did you buy the car from them?
Yep.
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      11-09-2008, 06:16 PM   #4
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Service is one of the reason why I buy a BMW. I would complain. Sometimes businesses introduce stupid policies. I got caught on the weekend trying to pay for a $60 meal and the business has stopped accepting credit credit and debit cards. I don't know how these businesses expect to survive during a recession if they make it difficult for their clients to spend money.
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      11-09-2008, 06:58 PM   #5
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I've used Col Crawfords service for the last 4 years and they have loan cars FOC for warranty work (or at least they did the last time I used them). I know they've charged for a loan car for normal servicing though. They also have a shuttle bus which I've used when I just need a local lift to and from the dealer.
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      11-09-2008, 08:12 PM   #6
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Quote:
Originally Posted by cargeek View Post
Service is one of the reason why I buy a BMW.
Don't confuse "service" with the quality and prestige of a product. :wink:

BMW manufacture excellent products but you cannot guarantee the level of service you receive from the retailer.

I'm sure BMW AG try to ensure the sellers of their products adhere to certain sevice level requirements.

No, I certainly believe you should'nt have to pay for a loaner where warranty work is concerned. Fire off an email to BMW AG Customer Service and let them know how you're getting shafted out here in the colonies!
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      11-09-2008, 10:38 PM   #7
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A mate of mine has a loan car virtually on permanent rotation since his MINI is in for warranty work just about every other week! I think he's got a 120i hatch at the moment. No cost to him either ... apart from the frustration of often being without the car he purchased.
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      11-10-2008, 12:00 AM   #8
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You should most definitely get a loan car. We have had 3 BMWs back to back and without fail we have had a loan car when there has been warrantee to take care of. (This has been the case every time at Cantebury BMW, Sydney BMW and Alto before they lost their franchise).

The whole approach that BWM takes to warrantee work is one of the reasons we drive them and are in the process of buying our fourth.

Got rid of our Audi 4 Quattro because of Audi's appalling attitude to service.

Don't accept the dealers position... thats is just WRONG
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      11-10-2008, 12:38 AM   #9
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Quote:
Originally Posted by cargeek View Post
Service is one of the reason why I buy a BMW. I would complain. Sometimes businesses introduce stupid policies. I got caught on the weekend trying to pay for a $60 meal and the business has stopped accepting credit credit and debit cards. I don't know how these businesses expect to survive during a recession if they make it difficult for their clients to spend money.
Completely agree there. The few bucks extra it costs me to accept credit cards (Amex and Diners included) in my business is nothing compared to the cost of the bad will generated by refusing a customer.

I personally avoid places that have a cash only policy unless absolutely necessary. I always feel that their penny pinching attitude will manifest itself in other parts of their service.
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      11-10-2008, 03:20 AM   #10
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Service

I've had one warranty job done on my 135. The air-con fan stopped working. They had the loan car waiting when I arrived - an X3. No charge to me and overall very painless but I did have to organise it on my day off work.

BMW's service is outdone by Lexus though. My wife's RX350 was due for it's 15,000 routine service. After a coordinating phone call, they delivered another RX350 to our front door at the appointed time (before work), swapped keys in the driveway and said see you later. That afternoon they dropped our car back home (after work) with the service completed and the car detailed. Another key swap and they were on their way. The dealer is over 25km away and nobody missed any time off work. They even offered to remove and refit the child seat for our son. Service doesn't get much better than that.

:thumbup: but a Lexus aint no 135 :headbang:
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      11-10-2008, 03:42 AM   #11
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To the OP, that sounds pretty dodgy. I got a loaner for my mini when there was a dodgy radio button that was sticking when pressed; then when they ordered the wrong part I got another loaner.

EDIT: Oh yeah, and everytime I've brought my car in, it has been has been washed as well.
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      11-10-2008, 04:33 AM   #12
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Same here Aedeau..

My car has gone back to the dealer/ twice for the fuel pump/twice for the ECU upgrade/once for a window repair and every time they had either a 3 series or 5 series waiting for me and everytime they washed and vacumed the car.
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      11-10-2008, 04:42 AM   #13
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Thanks all for your responses. Rang BMW customer service and they said they would get back to me.

Quote:
Originally Posted by Yep 135 View Post
should always have a loner at no cost. Always happens here and in other parts of the country.
Did you buy the car from them?
Yep.
No didn't buy from them but that shouldn't change anything, should it?

Quote:
Originally Posted by Breville View Post
I've used Col Crawfords service for the last 4 years and they have loan cars FOC for warranty work (or at least they did the last time I used them). I know they've charged for a loan car for normal servicing though. They also have a shuttle bus which I've used when I just need a local lift to and from the dealer.
I wasn't going to name them but now that you mentioned it is Col Crawford that are providing this exemplary customer service.
They told me they haven't had loaners (free of charge) for years.:bs:
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      11-10-2008, 08:54 AM   #14
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If it is a warranty job you can be sure they are on-charging the loan car cost to BMW Australia anyway. Dealers always pass on warranty related costs.

That Lexus experience sounds fantastic. If only they made an exciting sports car...
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      11-10-2008, 04:44 PM   #15
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Quote:
Originally Posted by 123D-M View Post
That Lexus experience sounds fantastic. If only they made an exciting sports car...
IS-F? :iono:
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      11-10-2008, 11:22 PM   #16
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My 135 has been in for a noisey diff....it will need replacing as its been getting worse from new. Now 3500kms.

Both Parramatta and North Sydney want to charge for a loaner....not to mention the run around with multiple visits to get area manager approval to fix/replace the thing as well.

Not impressed with BMW service so far.
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      11-11-2008, 01:01 AM   #17
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Quote:
Originally Posted by 135i2 View Post
My 135 has been in for a noisey diff....it will need replacing as its been getting worse from new. Now 3500kms.

Both Parramatta and North Sydney want to charge for a loaner....not to mention the run around with multiple visits to get area manager approval to fix/replace the thing as well.

Not impressed with BMW service so far.
Mirrors my experience, had to take my car in twice and was even asked to leave it with them for a day even though they diagnosed and confirmed something was wrong with the clutch during the first visit.
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      11-11-2008, 03:26 AM   #18
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Quote:
Originally Posted by aedeau View Post
IS-F? :iono:
I test drove it two weeks ago. Very much a dual personality car. Feels like a Camry to potter around in at low speed and low rpm but has an almighty punch when you get up it. I think it has the performance to back up the hype but seems to lack the soul. Priced well under an M3 but for only slightly more money than the IS-F you can get a C63 AMG. Nice try by Lexus though.
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      11-11-2008, 04:51 AM   #19
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Quote:
Originally Posted by Caduceus View Post
I think it has the performance to back up the hype but seems to lack the soul.
I think you've hit the nail on the head! No ricer will ever have the soul of a European car.

Flame on! :biggrin:
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      11-11-2008, 05:27 AM   #20
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Quote:
Originally Posted by 135i2 View Post
My 135 has been in for a noisey diff....it will need replacing as its been getting worse from new. Now 3500kms.

Both Parramatta and North Sydney want to charge for a loaner....not to mention the run around with multiple visits to get area manager approval to fix/replace the thing as well.

Not impressed with BMW service so far.
Simple rule - don't take no for an answer. We are up to BMW # 4 and have never had an issue when we have stood our ground on this issue.

Don't be afraid to ask to speak to the manager and it always helps if you are at the dealership where you bought the car.

If in doubt try Sydney BMW as they are owned by BMW and tend to have a better service focus (although their new North Shore Dealership which replaced Alto BMW is not as good as the Rushcutter's Bay one)
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      11-12-2008, 12:52 AM   #21
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The bmw dealer does not charge BMW Australia a fee for giving a customer a loan car whilst the car is in for warranty work. The loan car isn't something they have to give anyone either.

What exactly was this $66 dollars for? normally they give you the OPTION to drop your excess on the insurance on the vehicle if you have a smash.

There are no other fees afaik. It just means you will pay the high excess if you have an accident.

bmw melbourne is $17.50 a day to drop the excess from $5,000 to $500 i think....
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