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06-19-2015, 02:55 PM | #1 |
Enthusiast
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Great Experience at Nalley BMW of Decatur
Fellow Enthusiast,
With so many posts regarding negative experiences at local BMW dealerships I wanted to take time to share a positive experience I had at Nalley BMW of Decatur (Atlanta, GA). Several weeks ago after a heavy down pour I received the infamous “Adaptive Headlight Failure” code. After researching and reading several threads on the topic I was a little concerned that fixing the issue may be costly. I called my SA to schedule an appointment and was able to get in the following morning. Upon inspection, the technician’s diagnoses was that both control modules were fried due to water damage and would need to be replaced and programmed. Unfortunately, the factory warranty ended in March 2015 and the remaining CPO warranty does not cover water damage from external sources. I was quoted roughly $1,200 to replace and program the new modules, in addition to the $350 to diagnose the issue. Needless to say I was a little disappointed that the CPO warranty would not cover the cost for the repairs and I was out $350 for the diagnoses. After discussing options with my SA and expressing my disappointment regarding the shortcomings of the CPO warranty, my SA proactively engaged his management (without me asking) and submitted a claim to BMWNA to see what help they could provide. After several days my SA informed me that BMWNA approved the repairs as a “Good Will” service and would cover 100% of the cost for repairs (including 50% of the $350 to diagnose the issue). I had my code-free car back the following day This level of customer service and professionalism is exactly what you expect when buying a BMW. The fact that my SA empathized with my situation and proactively exhausted all options to help with the repairs is refreshing and illustrates the quality of the people working at Nalley BMW. A big Thank You to the Nalley BMW service team! P.S. The service team at Nalley BMW have also installed several BMW performance parts for me with flawless results… all around great shop! If you’re in the Atlanta area I highly recommend Nalley BMW of Decatur. Brandon
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06-19-2015, 10:07 PM | #2 |
Joint Chiefs of Staff
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Always good to hear these kinds of reviews
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06-20-2015, 06:28 AM | #3 |
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Ditto. Tnx for posting this.
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06-20-2015, 07:23 AM | #4 |
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Thanks for sharing, I am glad you got that taken care of. BMW is not as bad of a company as people have the perception of.
Be sure to take the time to write a nice letter to the service and general managers of the dealership and let them know about how much you appreciate your positive experience there. A dealership near me recently earned my business without evening knowing it by going above and beyond, I wrote them, and the GM actually wrote me back thanking me for taking the time to let him know. "It's about the people." he said, and I believe that in that case it's true. For every horror story there are probably 100 positive experiences that no one bothers to share.
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06-20-2015, 08:47 AM | #5 |
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Awesome story!
Definitely order the techs some pizza or send your SA a bottle of wine or a gift card.
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06-21-2015, 10:57 AM | #7 |
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I work on Decatur, so Nalley is very convenient for me. They have done all the warranty work for my 328 and my 135. I have never had a reason to complain.
-I do bring the 328 to an independent shop now that it has 110,000 miles on it. |
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