[Sir_Pigley]

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.

[dxb335d]

Grumpy facker!!!!!

[acerboo]

you should be happy, by the time they answer all your questions you wont need the tyres, £1400 saved, result!!

[Sir_Pigley]

Originally Posted by acerboo

you should be happy, by the time they answer all your questions you wont need the tyres, £1400 saved, result!!

[Vid]

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!!

[dxb335d]

I am joking mate. The only jokers here However are thE dealer

[m1bjr]

Originally Posted by Vid

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?

[Vid]

Originally Posted by m1bjr

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.

[Lightsab3r]

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.

[themetz]

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.

[MattOz]

Rybrook is my local dealer and I've never had a problem with them.

[Lightsab3r]

Their service team are very good at Warwick. Sales team are a bunch of tools.

[MattOz]

Originally Posted by TwfYong

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............

[zaytar]

Originally Posted by TwfYong

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.

[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

[carl_d]

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.

[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?

[Lightsab3r]

Originally Posted by MattOz

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?!

[MattOz]

Originally Posted by TwfYong

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

[Sir_Pigley]

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!

[willhollin]

Good result.

I have dealt with Rybrook Worcester and found them pretty good.