Are BMW and their dealers trying to lose customers?

Robert · 07-23-2010, 04:28 PM

Quote:

Originally Posted by dragon1761

thats due to the fact your not driving an M3 or 6 series. I had that happen to me At new century BMW. I pulled up my car for low tire pressure. The SA ran to the 6 series behind me before assisting me.

Depends on the SA and dealership. I was once given the last loaner of the day despite a guy pulled in with his g/f's M6 on 20" dubs right after me with my lowly 135i.

The SA asked "Do you have one reserved under your name?"
Him: "No"
SA: "Sorry we are out"
Him: "My g/f is very picky. She won't even drive my Acura."

In my mind I was thinking, I bet he's going to give my awesome 328i loaner to him. Nope. For this reason if I am ever going to buy a BMW again I am going back to that dealer.

Quote:

Originally Posted by Qunadry

I have responded with problems in the past (I've owned BMW's for over 10 years) and if anything, things have gotten worse, not better. I believe my title to this thread has more truth in it than I thought.

I have heard horror story of a guy being blacklisted from BMW because he consistently gave negative feedback.

Qunadry · 07-24-2010, 09:58 AM

Quote:

Originally Posted by Robert

Depends on the SA and dealership. I was once given the last loaner of the day despite a guy pulled in with his g/f's M6 on 20" dubs right after me with my lowly 135i.

The SA asked "Do you have one reserved under your name?"
Him: "No"
SA: "Sorry we are out"
Him: "My g/f is very picky. She won't even drive my Acura."

In my mind I was thinking, I bet he's going to give my awesome 328i loaner to him. Nope. For this reason if I am ever going to buy a BMW again I am going back to that dealer.

I have heard horror story of a guy being blacklisted from BMW because he consistently gave negative feedback.

I have heard similar stories such as there never being a loaner available when you get service, service taking longer than it should, etc. This is why I opted out from these surveys, but this might be viewed worse than a negative surrvey. Heads they win, tails you lose.

michifan · 07-24-2010, 12:03 PM

Quote:

Originally Posted by Qunadry

I have heard similar stories such as there never being a loaner available when you get service, service taking longer than it should, etc. This is why I opted out from these surveys, but this might be viewed worse than a negative surrvey. Heads they win, tails you lose.

I've never heard of this. The surveys are to be 100% confidential. Now when you start telling stories in one of the boxes, they'll know who you are - but I don't do that unless I want a call.

And I've actually had the opposite happen. One time I had awful service, a real douche for a SA. Next day I called the General Manager, I calmly explained what happened and he acknowledged that it was a problem. He told me to see him personally the next time I came into the shop and he'd take care of me. When I did, he handed me his card and told me that I could mention his name every time I came in and I'll be taken care of.

Beerflakes · 07-26-2010, 12:24 PM

I have only ever dealt with one dealership, but I make sure to book a loaner when I'm making the appointment. No surprises, they have my name written down to receive a loaner.

I actually enjoyed getting loaners and driving them around vs my car, it was a nice change... Though this was often a couple years into owning my car, it was only a 328i, and the loaners they gave me were often brand new versions of my car or better (5 series fully loaded).

spellbmw · 08-10-2010, 02:35 PM

My dealer - Kuni - has been awesome from the moment I first contacted them to the latest service appointment for a warranty issue. Couldn't ask for better service.

mineo77 · 08-10-2010, 04:41 PM

+1

Quote:

Originally Posted by spellbmw

My dealer - Kuni - has been awesome from the moment I first contacted them to the latest service appointment for a warranty issue. Couldn't ask for better service.

hlmiii · 08-10-2010, 04:52 PM

"So after all of this, you opted out of filling out the only survey that could possibly result in better treatment in the future? That makes absolutely no sense!"

And the other thing that seems be missing in almost all of the "my dealer sucks" threads is also the most direct and effective - sit down with the Service or/and General Manager.

Make an appointment. Know your story. Be honest and accurate (with yourself as well as with the store's actions). Show up on time. Have a goal. Be respectful. Be firm. Have constructive suggestions. Appreciate that no one (yourself included) is perfect. Wait for, listen to and note the response. After the next service situation act accordingly: if things improve, recognize and acknowledge it; if they don't, inform the GM of the failure and go elsewhere (if possible).

Anyone can complain, and a lot of people do. But there's a difference between simply complaining and actually doing something that will encourage better service.

FWIW - I don't think anyone is "entitled" to any better or or worse "service" simply based upon the amount of money spent. I've received the same (generally) excellent service from dealerships on my 135 as I have on my M5, my 670 SV (

), my Fit, and etc. On the few times I haven't received good treatment it has always been addressed and remedied.

.02

07-26-2010, 12:24 PM	#26
Beerflakes Lieutenant 150 Rep 409 Posts Drives: 2020 X5, 2021 M550i (soon) Join Date: Feb 2007 Location: MO iTrader: (3)	I have only ever dealt with one dealership, but I make sure to book a loaner when I'm making the appointment. No surprises, they have my name written down to receive a loaner. I actually enjoyed getting loaners and driving them around vs my car, it was a nice change... Though this was often a couple years into owning my car, it was only a 328i, and the loaners they gave me were often brand new versions of my car or better (5 series fully loaded).
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08-10-2010, 02:35 PM	#27
spellbmw Feuertrunken 58 Rep 635 Posts Drives: MY10 135i 6MT Join Date: Jun 2009 Location: Oregon iTrader: (1)	My dealer - Kuni - has been awesome from the moment I first contacted them to the latest service appointment for a warranty issue. Couldn't ask for better service. __________________ Crimson-Coral Red \|Walnut \| iDrive \| Premium & M Sport \| Heated seats \| PDC \|CA \| Premium hi-fi \| BMW SSK & PE \| BSH OCC - Deposit 7/15/2009 - Ordered 9/18 - Production 9/23-30 - Euro Delivery 10/17 - Shipped 11/13 - Oxnard 12/8, Oregon 12/24 & home on 12/30
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08-10-2010, 04:52 PM	#29
hlmiii Lieutenant 86 Rep 541 Posts Drives: '11 1M '10 M5 '05 M3 '12 CRT Join Date: Nov 2008 Location: Houston iTrader: (1)	"So after all of this, you opted out of filling out the only survey that could possibly result in better treatment in the future? That makes absolutely no sense!" And the other thing that seems be missing in almost all of the "my dealer sucks" threads is also the most direct and effective - sit down with the Service or/and General Manager. Make an appointment. Know your story. Be honest and accurate (with yourself as well as with the store's actions). Show up on time. Have a goal. Be respectful. Be firm. Have constructive suggestions. Appreciate that no one (yourself included) is perfect. Wait for, listen to and note the response. After the next service situation act accordingly: if things improve, recognize and acknowledge it; if they don't, inform the GM of the failure and go elsewhere (if possible). Anyone can complain, and a lot of people do. But there's a difference between simply complaining and actually doing something that will encourage better service. FWIW - I don't think anyone is "entitled" to any better or or worse "service" simply based upon the amount of money spent. I've received the same (generally) excellent service from dealerships on my 135 as I have on my M5, my 670 SV (), my Fit, and etc. On the few times I haven't received good treatment it has always been addressed and remedied. .02
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