E90Post
 


GT Haus
 
BMW 3-Series (E90 E92) Forum > BMW E90/E92/E93 3-series General Forums > Regional Forums > UK > Rybrook's (Warwick) lesson in how to piss off a customer:



Reply
 
Thread Tools Search this Thread
      12-10-2010, 11:26 AM   #1
Sir_Pigley
Captain
 
Sir_Pigley's Avatar
 
Drives: 525d M Sport
Join Date: Sep 2009
Location: Banbury

Posts: 843
iTrader: (0)

Garage List
Send a message via Skype™ to Sir_Pigley
Rybrook's (Warwick) lesson in how to piss off a customer:

  1. Send out an email suggesting that a winter tyre & wheel combination can be had for around 595
  2. When a prospective customer replies to the email requesting more information by way of 4 specific questions send a response back which ignores 3 of the questions and quoting a price 240% higher than that contained in the promotional email
  3. When that same customer responds with a further email asking for answers to the 3 remaining questions answer one of them fully, the second one partially and ignore the third. Provide minimal information about what you would be providing for the 1,420 asking price and therefore leave the customer with an awful impression of the whole process.

************************************************** ******

Email sent offering winter tyre service for 595 resulting in these questions from me:

What would be the wheels and tyres offered on a BMW 330d M Sport? (Size Information please)

Would they be steel wheels or alloys?

Some dealers are storing the summer wheels and tyres on behalf and some are not - what are Rybrook doing?

What is the make and model of the winter tyre?

Thanks

************************************************** ******
answer received:

Thank you for your email regarding the winter packages. The price that you would be looking at is 1420.00 inc vat fitted. We can store your summer wheels for you at no cost aswel.

Please call me on 01926 333 888 or reply if you require anymore information.

************************************************** ******
I asked for answers to the original questions:

That's a bit more than the 600 quoted in the email!

You don't seem to have answered the questions I asked though.......

************************************************** ******
which were partially answered as follows:

Hi,

The email states from 595.00. On your 330d the packages that you will have is an alloy set with winter wheels. The size is 17 inch.

Regards
************************************************** ******
So now I still don't know which wheel style would be provided, what make or size of tyres so not much in the way of the information you would really want in return for being expected to cough up 1420. By now I've lost interest really and can't be bothered to pursue the matter any further.

Are BMW dealers really so complacent that they expect people to commit to spending 1420 based upon so little information?

I am probably being overly grumpy as usual, but I don't think this is a very professional way to engage with your customers.
Sir_Pigley is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 11:50 AM   #2
dxb335d
The Tarmac Terrorist
 
dxb335d's Avatar
 
Drives: E46 M3 CS
Join Date: Mar 2007
Location: ''Fandango Towers''

Posts: 29,262
iTrader: (3)

Garage List
Grumpy facker!!!!!
__________________
M3 gone .... But I now have a M3 CS
dxb335d is offline   England
0
Reply With Quote
      12-10-2010, 11:55 AM   #3
acerboo
Brigadier General
 
Drives: e92 335d lci
Join Date: Jul 2008
Location: kent

Posts: 3,478
iTrader: (2)

you should be happy, by the time they answer all your questions you wont need the tyres, 1400 saved, result!!
acerboo is offline   England
0
Reply With Quote
      12-10-2010, 12:01 PM   #4
Sir_Pigley
Captain
 
Sir_Pigley's Avatar
 
Drives: 525d M Sport
Join Date: Sep 2009
Location: Banbury

Posts: 843
iTrader: (0)

Garage List
Send a message via Skype™ to Sir_Pigley
Quote:
Originally Posted by acerboo View Post
you should be happy, by the time they answer all your questions you wont need the tyres, 1400 saved, result!!
Sir_Pigley is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 12:02 PM   #5
Vid
Private First Class
 
Vid's Avatar
 
Drives: E90 330d M-sport
Join Date: Jun 2010
Location: West Midlands

Posts: 149
iTrader: (0)

Is the 595 for a motorbike perhaps??

This is poor of BMW to follow with responses that don't answer questions! Basic professional courtesy would be to say I will find out if they didn't know the answer to all of your questions, not just ignore them!!
Vid is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 12:06 PM   #6
dxb335d
The Tarmac Terrorist
 
dxb335d's Avatar
 
Drives: E46 M3 CS
Join Date: Mar 2007
Location: ''Fandango Towers''

Posts: 29,262
iTrader: (3)

Garage List
I am joking mate. The only jokers here However are thE dealer
__________________
M3 gone .... But I now have a M3 CS
dxb335d is offline   England
0
Reply With Quote
      12-10-2010, 01:20 PM   #7
m1bjr
LSD - No, you're not seeing things
 
m1bjr's Avatar
 
Drives: RS250 CUP
Join Date: Mar 2010
Location: Somerset UK

Posts: 3,313
iTrader: (4)

Send a message via MSN to m1bjr
Question

Quote:
Originally Posted by Vid View Post
Is the 595 for a motorbike perhaps??

This is poor of BMW to follow with responses that don't answer questions! Basic professional courtesy would be to say I will find out if they didn't know the answer to all of your questions, not just ignore them!!
As always though.
It's not BMW.
But a small Limited Company with a franchise.

Anyone know a major brand that still owns its own outlets btw?
__________________
m1bjr is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 01:28 PM   #8
Vid
Private First Class
 
Vid's Avatar
 
Drives: E90 330d M-sport
Join Date: Jun 2010
Location: West Midlands

Posts: 149
iTrader: (0)

Quote:
Originally Posted by m1bjr View Post
As always though.
It's not BMW.
But a small Limited Company with a franchise.

Anyone know a major brand that still owns its own outlets btw?
I wasn't aware of this, but surely BMW should keep tabs on such franchises. I'm not tarring them all with the same brush I must add.
Vid is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 02:07 PM   #9
Lightsab3r
Second Lieutenant
 
Drives: 320D Sport
Join Date: Jul 2010
Location: Yorkshire

Posts: 229
iTrader: (0)

Rybrook are my local dealership and they are utter pants.

There's a sales guy in there who is simply a tool.

"My budget is 600/month."

"We can do it for 900/month."

Tool.
Lightsab3r is offline  
0
Reply With Quote
      12-10-2010, 02:38 PM   #10
themetz
smokin' kipper
 
themetz's Avatar
 
Drives: Audi RS5
Join Date: Feb 2009
Location: UK

Posts: 1,461
iTrader: (2)

Every business has its good and bad employees remember.

The trick is to develop your relationships with the good ones and steer clear of the more "challenged" ones.

In Rybrooks defence, I find them very professional to deal with.
__________________
Current Audi RS5. Previously enjoyed E92 335i M Sport; E92 M3; E92 335i M Sport; E46 330ci M Sport
themetz is offline   England
0
Reply With Quote
      12-10-2010, 02:41 PM   #11
MattOz
Captain
 
MattOz's Avatar
 
Drives: E90 330d M Sport
Join Date: Apr 2006
Location: Warwick

Posts: 729
iTrader: (0)

Garage List
2006 BMW E60 M5  [0.00]
Rybrook is my local dealer and I've never had a problem with them.
MattOz is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 03:12 PM   #12
Lightsab3r
Second Lieutenant
 
Drives: 320D Sport
Join Date: Jul 2010
Location: Yorkshire

Posts: 229
iTrader: (0)

Their service team are very good at Warwick. Sales team are a bunch of tools.
Lightsab3r is offline  
0
Reply With Quote
      12-10-2010, 03:24 PM   #13
MattOz
Captain
 
MattOz's Avatar
 
Drives: E90 330d M Sport
Join Date: Apr 2006
Location: Warwick

Posts: 729
iTrader: (0)

Garage List
2006 BMW E60 M5  [0.00]
Thumbs up

Quote:
Originally Posted by TwfYong View Post
Their service team are very good at Warwick. Sales team are a bunch of tools.
Never had a problem with either side really. Mind you, I know one of the sales guys very well, so I always see him when/if I want to buy something they have in stock. Having said that, I've not bought a car from there since 2005. Perhaps its time for a change............
MattOz is offline   United Kingdom
0
Reply With Quote
      12-10-2010, 08:05 PM   #14
zaytar
Private
 
Drives: E92 335i
Join Date: Nov 2008
Location: Birmingham

Posts: 87
iTrader: (0)

Quote:
Originally Posted by TwfYong View Post
Their service team are very good at Warwick. Sales team are a bunch of tools.
I concur. The service team are absolutely fine. The sales guys are utter crap.
zaytar is offline  
0
Reply With Quote
      12-11-2010, 07:17 AM   #15
m1bjr
LSD - No, you're not seeing things
 
m1bjr's Avatar
 
Drives: RS250 CUP
Join Date: Mar 2010
Location: Somerset UK

Posts: 3,313
iTrader: (4)

Send a message via MSN to m1bjr
If they are doing business then they can't be that crap.

Or there is an ample supply of idiots buying BMW which is most likely the case
__________________
m1bjr is offline   United Kingdom
0
Reply With Quote
      12-11-2010, 06:32 PM   #16
carl_d
General
 
carl_d's Avatar
 
Drives: E90 335i M-Sport N55 6SP Nov10
Join Date: May 2005
Location: UK

Posts: 681
iTrader: (0)

I had used this dealer for 16 years but since Rybrook took over their service became dreadful. Gone elsewhere now. BTW this dealer was originally called Alan Kerr, then Sytner, then Damon Hill, then Nick Whale and now Rybrook.
__________________
2010 E90 335i M-Sport, 2005 E90 325i M-Sport, 2003 E60 520i, 2002 E46 330i Sport II, 2000 E46 325i Sport I, 1999 E46 318i, 1998 E46 323i SE, 1996 E36 323i SE, 1996 E34 518i, 1995 E36 320iA, 1994 E36 316i

Last edited by carl_d; 12-12-2010 at 04:14 PM.
carl_d is offline   United Kingdom
0
Reply With Quote
      12-11-2010, 06:35 PM   #17
Sir_Pigley
Captain
 
Sir_Pigley's Avatar
 
Drives: 525d M Sport
Join Date: Sep 2009
Location: Banbury

Posts: 843
iTrader: (0)

Garage List
Send a message via Skype™ to Sir_Pigley
I live near Banbury but drive past Rybrook to Sytner in Coventry who I have found to be much more professional.

Rybrook tried to charge me 75 for an MOT and "check up" (in other words they wanted to charge me for the chance to find something they could persuade me to spend extra money on).

MOT done at Nationwide Autocentre for 27 instead. Why pay more?
Sir_Pigley is offline   United Kingdom
0
Reply With Quote
      12-12-2010, 03:46 AM   #18
Lightsab3r
Second Lieutenant
 
Drives: 320D Sport
Join Date: Jul 2010
Location: Yorkshire

Posts: 229
iTrader: (0)

Quote:
Originally Posted by MattOz View Post
Never had a problem with either side really. Mind you, I know one of the sales guys very well, so I always see him when/if I want to buy something they have in stock. Having said that, I've not bought a car from there since 2005. Perhaps its time for a change............
So your experience of them is when they were owned by different people? 5 years ago?!
Lightsab3r is offline  
0
Reply With Quote
      12-13-2010, 01:48 PM   #19
MattOz
Captain
 
MattOz's Avatar
 
Drives: E90 330d M Sport
Join Date: Apr 2006
Location: Warwick

Posts: 729
iTrader: (0)

Garage List
2006 BMW E60 M5  [0.00]
Post

Quote:
Originally Posted by TwfYong View Post
So your experience of them is when they were owned by different people? 5 years ago?!
No. I've used them for over a decade in all their guises. Rybrook has serviced my M3, M5 and 330d in the last 3 years. Before that, "Nick Whale" and "Damon Hill" serviced my M3 and 330d. As stated, never had a problem with them. Equally, I've never had an issue with Godfrey Hall (now Sytner) in Coventry as Ive had work done there too.

Matt
MattOz is offline   United Kingdom
0
Reply With Quote
      12-15-2010, 09:42 AM   #20
Sir_Pigley
Captain
 
Sir_Pigley's Avatar
 
Drives: 525d M Sport
Join Date: Sep 2009
Location: Banbury

Posts: 843
iTrader: (0)

Garage List
Send a message via Skype™ to Sir_Pigley
Thumbs up All is now well!

I received a call yesterday from the after sales manager of Rybrook to sort this out and the way they have dealt with this is a lesson to the likes of BigBMW on how a professional company addresses criticism.
  1. Their attention was drawn by someone to the forum post
  2. They researched the issue properly by reading the forum and looking at their email
  3. They identified who the customer was (me) and pro-actively made contact by phone, apologised for the "unsatisfactory response".
  4. They asked me if I was still interested and whether it was appropriate to make a proposal for the wheels /tyres.
  5. An offer has now been made which is much more attractive and now includes the information asked for originally.
  6. They have not used the forum itself to make a big song and dance about it.

So well done Rybrook, and thank you!
Sir_Pigley is offline   United Kingdom
0
Reply With Quote
      12-15-2010, 09:59 AM   #21
willhollin
Major General
 
willhollin's Avatar
 
Drives: VW T5
Join Date: Apr 2008
Location: Worcestershire

Posts: 9,907
iTrader: (1)

Garage List
Good result.

I have dealt with Rybrook Worcester and found them pretty good.
__________________
willhollin is offline   England
0
Reply With Quote
Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Forum Jump


All times are GMT -5. The time now is 07:54 AM.




e90post
Powered by vBulletin® Version 3.7.0
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.
1Addicts.com, BIMMERPOST.com, E90Post.com, F30Post.com, M3Post.com, ZPost.com, 5Post.com, 6Post.com, 7Post.com, XBimmers.com logo and trademark are properties of BIMMERPOST