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      10-02-2005, 07:38 PM   #1
CnoteMD
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Angry Is it just me, or does BMW have the worst customer service of all the luxury brands?

I apologize for the long post, but lately I have noticed a very sad trend among BMW dealers regarding customer service. Some people report problems with arrogant and rude salespeople. I have even seen posts about salespeople contacting clients after the sale if they didn't get "all 5's" on the survey.

Personally, I went to 2 dealers before placing my order. The first salesperson seemed like a nice guy, but didn't know the first thing about the car. I can't see myself putting that much money into something and you have to keep referencing to a brochure to answer basic questions.

The second dealer had a much more knowledgeable salesperson, so I placed my order after having my questions answered. I placed the order about 4 months before my desired delivery date. I knew exactly what I wanted, so at the time of the order I also specified exactly which dealer-installed options I wanted. I also let him know that I will be using outside financing (I knew that I could get a better rate).

When the car was on its way from the VPC to the dealer, I confirmed the options again. Then a third time a week or so before I took delivery (when I finalized the time of my delivery appointment).

Only 1 of the 3 dealer installed options were on the car at delivery. Furthermore, they wouldn't accept the outside financing due to it being in the form of a "bank draft". They would only accept a certified check (which the bank would have done for me if the salesperson had let me know sooner). I ended up having to use the dealer financing, but I made them match the rate I had from the outside.

When I called the salesperson a day or so later to schedule a time to have the other items installed, he didn't return my calls. So I dealt directly with the service manager (who was GREAT, by the way).

Eventually, BMW called me to do the phone survey. I gave the dealer and service department all 5's, but the salesperson got a 3 for how he handled delivery and after the sale.

NOW, the salesperson returns my call. He was upset about the scores and started telling me how he could have taken care of everything if I went through him. I tried to go through him, but he didn't return my call, so I went higher in the chain of command and got immediate results.

This salesman also had the nerve to tell me that, "everyone makes mistakes, and he shouldn't be penalized so severely". I told him that his "mistake" inconvenienced me due to the 2 subsequent service visits to get items installed. He actually had the nerve to blame me me by saying, "You made mistakes, too. If you didn't try to pay for the car with a bad check, we wouldn't have had to spend an extra 30 minutes with finance and make me late for my other delivery that day." I quickly corrected him. I could have easily obtained a certified check if they had let me know about that policy ahead of time. With my income and credit score, I could easily obtain excellent financing anywhere, which is why they had to match the rate!

Since my wife will likely be getting an E60 in the next few months, we went to a different dealer. The salesperson was very nice and very knowledgeable. We will likely buy the car from him, so we asked about the service department. He said, we have 45 BMW loaners for service appointments. But, you can only get a loaner if you bought your car from them.

Right now my wife drives a Volvo S60 and we have never had a problem getting a loaner from any dealer. We also have an Acura, and we have never had a problem with getting an Acura loaner from any dealer.

What is the problem with BMW and customer service? True, these are amazing cars, but why can't the experience of buying and servicing one match the driving experience?

Sorry about the long rant, but I had to get this out.

Michael
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      10-02-2005, 07:54 PM   #2
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I understand ya. This one dealership I went to in my area... oh god.
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      10-02-2005, 07:56 PM   #3
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I agree with you on the fact that BMW sales people should be better in customer service. Their egos can give people fits. And their harrassment for high scores is terrible.

But I disgree with you on the loaner issue. If they have a loaner available fine...give it out. But I don't expect or demand one if I go to a delear I have not purchased from. Their is something to be said for customer loyality.
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      10-02-2005, 08:01 PM   #4
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Unfortunately, not everyone's experience or luck is the same. Sounds like you were dealing with a typical car salesman: didn't bother to learn much about the cars; doesn't return your calls once the deal is done. You had every right to score him low, I would have done the same. Enough of those low scores, and he can practice saying "whatta I gotta do to put you in new Kia today?" in front of his mirror.

My BMW customer experience has been excellent! My CA is highly knowlegable about the products, knows how to get things done, and even though I'm probably a royal pain in her butt with questions and requests, she never has complained or given me the shoulder. Too bad you're not further south. If anyone in the Delaware or Maryland Eastern Shore area is interested, my CA is Stephanie Antone at i.g. Burton BMW in Milford DE. I give her all 10's !!
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      10-02-2005, 08:08 PM   #5
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I think all dealerships have their flaws, except dealerships in Japan. Those people are the most polite in the world.

Anyway, I've visited all of Toronto's BMW dealerships and I must say, BMW service in Toronto is great. The salespeople are clever, but definitely not pushy. Some are dumb, but hey, u don't need a degree to sell cars.

I'm also pretty young, and I must say, BMW was the only brand of dealerships that respected and had no problem with me going for a test drive. All the other brands tended to ignore me (well, except for Subaru) so I bought a BMW
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      10-02-2005, 08:26 PM   #6
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Quote:
Originally Posted by CnoteMD
We will likely buy the car from him, so we asked about the service department. He said, we have 45 BMW loaners for service appointments. But, you can only get a loaner if you bought your car from them.
After I took delivery, for every service appointment, less than one day or longer, I was given a loaner from the car rental company at the dealership. The only time the dealer loaned a BMW to me was before delivery took place.

Are you guys getting BMW loaners or other makes?
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      10-02-2005, 08:30 PM   #7
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I understand the concept of dealer loyalty, but consider this scenario. Someone purchases a BMW at one dealer, but there are several in the area. After thier purchase, they have problems with service and would like to go to a different dealer.

When they get to the other dealer, they get the "you didn't buy your car from us treatment". Keeping in mind that this is a potential future customer, it only perpetuates the overall poor customer service attitude of BMW and potentially results in future lost sales.

In my situation, I have had to move every few years, so using the same dealer for service would be impossible. But with other brands, I have never had to settle for a lower level of service because I didn't buy my car there. The mentality with other makes tends to be more of a "brand loyalty" as opposed to "dealer loyalty".

Even though I had a few issues with a salesperson, my dealer has an excellent service department and I will definitely use them for any work on my car. I think that if all BMW dealers would take thier customer service up a notch or two, dealer loyalty wouldn't be as much of an issue.

Michael
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      10-02-2005, 08:51 PM   #8
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Sorry to hear about your ordeal. That's sucks.
I have heard my share of horror stories but I've never had any problems with my dealer. They are great about everything. I guess I'm one of the lucky few out there.
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      10-02-2005, 08:55 PM   #9
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Quote:
Originally Posted by drednik
Are you guys getting BMW loaners or other makes?
I always get a BMW loaner and quite often get to pick my choice.
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      10-02-2005, 09:02 PM   #10
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I'm sorry about your experience.
I feel like there are really no options at all down here when it comes to good service, for any car brand.
The dealers up north in general are much better than the ones down here.

I got my TSX at an Acura dealer in CT and they were so professional. They all wore suits and were very polite.
The Acura dealers down here hire 20 year old kids that don't speak english and won't even give you a brochure for a car.
It's the same for almost all dealers I've been to down here, except for the one I went to in West Palm Beach.

When I have been to the Lexus, Audi, BMW dealers up north, I felt like I was being snubbed.
All of the people in the dealer, selling, and looking at cars, were dressed up very proper.
Down here the people browsing these cars look like they receive welfare checks. It's very odd to me.
I kind of wish that I could have bought a car from up north just so I could receive the treatment I feel I deserve.
Buying a car down here at BMW doesn't feel any different really than buying a Ford.
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      10-02-2005, 09:06 PM   #11
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Quote:
Originally Posted by drednik
Are you guys getting BMW loaners or other makes?
If I book my service appointment in advance and I request a BMW loaner, then I get one. If I drop in or make an appointment 1 day before going in then they usually give me a non-BMW loaner. It seems that most dealers only have a certain # of BMW loaners, so you ususally have to book one ahead of time.
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      10-02-2005, 09:24 PM   #12
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Quote:
Originally Posted by Nikki
I got my TSX at an Acura dealer in CT and they were so professional. They all wore suits and were very polite.
The Acura dealers down here hire 20 year old kids that don't speak english and won't even give you a brochure for a car. Buying a car down here at BMW doesn't feel any different really than buying a Ford.
Worst high end dealer that I have ever been to in South Florida, has to be Rick Case Acura. My god, I wouldn't buy a car from that place for nothing.
But i do disagree about buying a BMW in South Florida, its absolutly nothing like buying a ford. Have you been to the ford dealers around here?
By the way which dealer did you buy yours from?
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      10-02-2005, 10:19 PM   #13
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Quote:
Originally Posted by nyyankee
Worst high end dealer that I have ever been to in South Florida, has to be Rick Case Acura. My god, I wouldn't buy a car from that place for nothing.
But i do disagree about buying a BMW in South Florida, its absolutly nothing like buying a ford. Have you been to the ford dealers around here?
By the way which dealer did you buy yours from?
I can't figure out which is worse, the Pompano one of the Delray one.
I was comparing it to a Ford dealer up north, I've never been to one down here, thank God lol.
I ordered my car at Vista. I hope their service is good.
If not, I'll just go to the one in West Palm Beach. I go to the Acura in WPB as it is, so it wouldn't be a change for me.
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      10-02-2005, 10:21 PM   #14
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the worse BMW dealer in Florida has to be Fields BMW.

left those assholes, and bought from Tom Bush in JAX.
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      10-02-2005, 10:43 PM   #15
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Quote:
Originally Posted by CnoteMD

Furthermore, they wouldn't accept the outside financing due to it being in the form of a "bank draft". They would only accept a certified check (which the bank would have done for me if the salesperson had let me know sooner).
Sorry to hear u had a bad experience with your dealer.

Just opposite in my case. They let me give them $14,000 personal check.
31 years driving & this is my 12th new car, never before has this happan.
Dealers always want cashier or certified checks.
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      10-02-2005, 11:54 PM   #16
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Quote:
Originally Posted by Barry626
Sorry to hear u had a bad experience with your dealer.

Just opposite in my case. They let me give them $14,000 personal check.
31 years driving & this is my 12th new car, never before has this happan.
Dealers always want cashier or certified checks.
Ditto, I gave my dealer a personal check for 20K no questions asked. I had wonderful service from start to finish and they are still there to help when i call.
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      10-02-2005, 11:55 PM   #17
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Easy to handle car service situations.
I went straight to their CEO and I got excellent service afterwards.
Why waste time to be angry?
Many people do not even ahve a job these days, and the service people should respect the customers who in fact feeding their salary and bonus.

cnt
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      10-03-2005, 12:05 AM   #18
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well ive had nothing but great service from my dealer. they doin everything im there power to make me happy.
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      10-03-2005, 12:11 AM   #19
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Savage BMW of Ontario suck........I asked for a free car wash....they said "No!"

Two doors down....I take my GX 470 almost every Saturday for a free car wash/vacuum.
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      10-03-2005, 12:22 AM   #20
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Quote:
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Savage BMW of Ontario suck........I asked for a free car wash....they said "No!"
Good thing they said NO! Never let 'em wash your car. Swirl city!
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      10-03-2005, 12:51 AM   #21
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Okay you had me until you said the salespeople in Japan, and yep used to live there on the island of okinawa, owned a 1993 5 series, and opps had to get a key made, omfg, it was a nightmare the, first I payed for the key thinking hell this will be easy(Y25,000 yen) and man wouldn't ya know it after 2 weeks of waiting........booom the key didn't work, and i was like doesen't work...no way, they said hey give us some time we will get it fixed...2 months later guess what....oh we forgot about the key....I was like I'm gonna Karate chop ya if ya don't get it working....they said sorry we couldn't get the key to work, i was well just cut it off the key I have....they said sorry it looks like the lock on the doors have been changed...I was like look buddy if they changed the door locks....they had to change all the locks.....dion't give that crap ......to make a long story short I went out in town to a local key guy and he mamde me a key....it cost me (Y3600 which is about ) 36.00 bucks doesnt have all the micro junk, but hey it works....just cause the bowed and ran around, trust me they suck to.......The Jedi
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      10-03-2005, 03:26 AM   #22
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BMW customer service can be great, you just have to find the right person.

I went to about 5 bmw dealerships when buying my car. Test drove cars at all of them, but when it came down to it - only 2 poeple could deliver the service I wanted. I had specific questions, that needed specific answers - i needed help on deciding things.

I ended up buying my car from a sweet lady at hyde park. She invited me to the 3 series launch party, and helped me in EVERY reguard. She even went beyond the call of duty and helped my with the private sale of my old car. The whole car buying experience was made better by her. Just general good customer service. She called me the day my car came in because she knew I wanted to see it. She even stayed late that day so that I could come see the car and sit in it.

Delivery was a dream. She showed me everything and I showed her a few things (thanks e90post). Her only but i mean ONLY flaw was that she told me to put dishwashing liquid in the windscreen washer fluid.

I am planning on taking my father to her to buy an E90 (He drives an E46 coupe and is constantly eyeing out mine...)
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