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      04-25-2012, 10:46 AM   #1
Guvernator
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Why I Hate Main Dealers

I have just been reminded once again why I hate taking my car to a main dealers.

My car developed a very annoying rattling noise from the convertible hardtop a few weeks ago. The noise is very noticeable as soon as you start driving and especially when you go over potholes etc, so much so in fact that even the OH has complained about it. So seeing as it was bought on the used approved scheme, I spoke to the salesman I bought it from who kindly booked it in.

So I dropped the car off yesterday with the assurance that someone would call me as soon as they'd had a look. Didn't hear a peep all day and then finally at about 5.30 got told that they weren't able to look at the car that day due to the computer systems being down. Why they need a computer to look at a mechanical problem with the roof is beyond me but after a long day I was too tired to argue so agreed that they would look at it today and give me a call.

I have just been called to be informed that they were unable to locate the noise so I asked them whether they had actually driven the car to which they replied no! Ok so by this point I am starting to loose my patience as how are they going to identify a noise when the car has been stood still? Anyway I told them they only need to drive the car 20-30 metres for it to become apparent to which I was told, "oh in that case an engineer will need to take it home overnight and drive it on the motorway to locate the noise". At this point I told them in no uncertain terms that I didn't want someone taking a joy ride in my car for the evening, a quick 2 minute spin around the block would be more than sufficient to which the person I was talking to seemed to get the strop.

They really are f*wits of the highest order. This makes me realise even more the importance of finding a good knowlegeble indie. I think I shall be having some words with the service manager when I go to see them.

Last edited by Guvernator; 04-25-2012 at 11:32 AM.
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      04-25-2012, 12:38 PM   #2
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Hmmm that is some epic fucking about by an inept dealer. Caants.
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      04-25-2012, 12:40 PM   #3
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Incompetent and impotent dealers.....
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      04-25-2012, 12:51 PM   #4
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name and shame!!!
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      04-25-2012, 01:02 PM   #5
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I would MUCH rather take my car to a specialist than a main dealer. I hate main dealers with a passion. They charge twice as much as a specialist and care about the car half as much.

I also hate talking to the "service advisors" who often happen to be attraction females in their 20's who have no idea what they are talking about. I had a "service advisor" tell me that the oil filter and microfilter are the same thing the other day ffs. I repeated it back to her and asked her if she totally sure of that because "i thought" (knew) the microfilter was for the cabin and the oil filter was, obviously, for the engine. She then started "umming and ahhing" and then quoted me 188 just for an oil change which I laughed at.

Then tried a different dealer who it's taken me over 2 weeks to get a quote from (via email).

I so wish i could just book it in with my local specialist, who is a really nice guy, takes great care of the car, is an ex-BMW master tech so knows what he's talking about, charges very little and has a very up to date workshop. And at the same time i get to support a local business on merit, rather than supporting BMW who are, as far as i can see, a network of incompetent pretty boys obsessed with image and glamour rather than actually having good customer service and rapport.

Rant over.
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      04-25-2012, 01:12 PM   #6
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Which dealership is it?
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      04-25-2012, 02:25 PM   #7
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Not sure of the naming and shaming rules on here but it's a well known BMW franchise which shares it's name with a 6 sided shape that starts with a H based in North London.

Latest development is that the "service advisor" has told me he didn't want to let the engineer take the car out as it was raining so he wouldn't be able to hear the noise!!?? He then went on to say it would be better if the engineer took it home as this would mean they could test it for free rather than charge me for the investigation. I've told him that I don't want anyone taking my car home for a joyride and a simple drive around the block will make the issue immediately apparent. He finally agreed and told me he would report back findings within an hour but guess what, no phone call. I called back and he was "unavailable".

I've had enough of being given the run around, they've had my car for two days which I woudn't be so upset about but I am fed up of the bullsh*t I am being fed. If he had just told me they were too busy and hadn't had time to look I would have been a bit more understanding.

I'm going down there firsr thing tomorrow to speak to the service manager and if they try to give me more flim flam I will kick off big time.

Stupidly having bought the car from them I thought I'd get a better service. Serves me right for being so naive. I don't think I have ever used a main dealer ever where the experience hasn't ended in a complete display of incompetence, how the hell do they stay in business?
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      04-25-2012, 02:36 PM   #8
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As much as I hate being bummed by main dealers, my 3'er got a 5 year servicing pack thrown in with the car so hopefully for the next 5 years I do not have to pay for a service, only downside is I have to go to a Strastone dealership when I'd rather go to another dealer as I trust the service manager there but it's not under the Strastone frachise.
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      04-25-2012, 02:47 PM   #9
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Quote:
Originally Posted by SeanH View Post
As much as I hate being bummed by main dealers, my 3'er got a 5 year servicing pack thrown in with the car so hopefully for the next 5 years I do not have to pay for a service, only downside is I have to go to a Strastone dealership when I'd rather go to another dealer as I trust the service manager there but it's not under the Strastone frachise.
All you have to do is tell them that you are shopping for a new car and they will place you on a red carpet. Sad but true. Play the game!
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      04-25-2012, 02:50 PM   #10
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As much as I hate being bummed by main dealers, my 3'er got a 5 year servicing pack thrown in with the car so hopefully for the next 5 years I do not have to pay for a service, only downside is I have to go to a Strastone dealership when I'd rather go to another dealer as I trust the service manager there but it's not under the Strastone frachise.
I thought you could take it to any BMW dealership with the 5 year service pack??
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      04-25-2012, 03:32 PM   #11
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I thought you could take it to any BMW dealership with the 5 year service pack??
True. It's valid @ any BMW dealer
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      04-25-2012, 04:57 PM   #12
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      04-25-2012, 05:18 PM   #13
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Quote:
Originally Posted by Subzero2003 View Post
I would MUCH rather take my car to a specialist than a main dealer. I hate main dealers with a passion. They charge twice as much as a specialist and care about the car half as much.

I also hate talking to the "service advisors" who often happen to be attraction females in their 20's who have no idea what they are talking about. I had a "service advisor" tell me that the oil filter and microfilter are the same thing the other day ffs. I repeated it back to her and asked her if she totally sure of that because "i thought" (knew) the microfilter was for the cabin and the oil filter was, obviously, for the engine. She then started "umming and ahhing" and then quoted me 188 just for an oil change which I laughed at.

Then tried a different dealer who it's taken me over 2 weeks to get a quote from (via email).

I so wish i could just book it in with my local specialist, who is a really nice guy, takes great care of the car, is an ex-BMW master tech so knows what he's talking about, charges very little and has a very up to date workshop. And at the same time i get to support a local business on merit, rather than supporting BMW who are, as far as i can see, a network of incompetent pretty boys obsessed with image and glamour rather than actually having good customer service and rapport.

Rant over.
Why do you have to go to a main dealer?
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      04-25-2012, 05:27 PM   #14
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True. It's valid @ any BMW dealer
I was told it was a Strastone thing. But if I can take it to any main dealer than any main dealer I shall
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      04-26-2012, 01:47 AM   #15
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We have service inclusive + warranty on our new mini from '06-'09 and took in to 3 or 4 different dealers.
We now have Service inclusive + warranty on our 1 coupe and that will not be going back to the same dealer we bought it from, due to distance.

Also i have to say Sytner Harold Wood BMW have been really good, so far, while my car has been in with them since Monday. They are investigating a few rattles and creaks and so far are replacing the turbo actuators and exhaust gaskets. I am having them do an oil service, with self supplied oil.... similarly to you the 'Service Manager did try to say the Oil filter and microfilter where the same thing .
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      04-26-2012, 09:00 AM   #16
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OK further update. Got up early to go and see the service manager this morning. After getting a little irrate and telling him about the misinformation and run around I'd been given over the last few days, he agreed I'd been messed around and set about trying to put it right.

Took me to see the workshop manager who offered to come out with me there and then to see if he could locate the noise. As predicted he acknowledged the rattle after going about 20m down the road so we turned back round.

Just got a call to say they've identified the issue as a bracket which has come loose. He has ordered a new bracket and some sound deadening washers which are supposed to be used in any parts in the roof mechanism so car should be back sans annoying noise tomorrow. Best part is it should all be covered under warranty, a thumbs up from me for the extended warranty then!

So it seems a good result to turn it around in the end, it's just a shame they seem to employ front end staff who haven't got a clue and it took 3 days and for me to take a morning off work to go down their and have a moan before what should have been a very simple issue was sorted out.
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      04-26-2012, 09:29 AM   #17
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I took my old 335i to the BMW dealership in Stockton. I insisted to the woman on the desk that I wasn't 100% sure where the rattle was coming from but thought it was the silver strip on the dash. I asked if I could show someone and she said yes. I had a seat, then in about 30 minutes later they gave me the keys back and all was fixed as a wire behind the strip had come loose. It was all sorted which was good but they never listened to me about showing the service bloke/mechanic.

At least me both got sorted in the end
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      04-26-2012, 10:06 AM   #18
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Quote:
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Not sure of the naming and shaming rules on here but it's a well known BMW franchise which shares it's name with a 6 sided shape that starts with a H based in North London.
BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE!


... I got it, I got it! 10 points for meeeeee!


Sorry, was I not supposed to?

Sorry to hear of the troubles, I've passed through H-of-H many times, but naturally sales is a very different experience to after sales. Just use another dealership and may the best stealership survive. Trying to change the bad ones into good ones is like trying to fix planet Earth ... need a God-Damn miracle to pull it off.
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      04-26-2012, 10:56 AM   #19
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BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE! BMW HEXAGON OF HIGHGATE!


... I got it, I got it! 10 points for meeeeee!


Sorry, was I not supposed to?

Sorry to hear of the troubles, I've passed through H-of-H many times, but naturally sales is a very different experience to after sales. Just use another dealership and may the best stealership survive. Trying to change the bad ones into good ones is like trying to fix planet Earth ... need a God-Damn miracle to pull it off.
LOL! Yes that's them. Bought the car from the sales showroom down the road and as you say they are a different proposition altogther. Very professional and courteous. They also always have stock of some very tasty metal and lot's of M cars. They even had an M3 GTS about a month ago (sold for cash for 10k over list apparently) so I always like to pop in to see my Gary my friendly salesman.

The service department after a huge fumble may have redeemed themselves though. A pity it took a few days for them to get their act together. Why do all these places have front staff who are basically clueless about their products? Surely a weeks training would teach them the basics, enough to not sound like complete idiots when engaging with customers. Do these businesses not realise that first impressions count and these people are the "face" of their business.
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      04-26-2012, 02:07 PM   #20
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I know exactly how you feel as i am having the same problem with my dealer.They have had my E92 in twice now to sort out some annoying creaks.Both times a techie has come out with me and has heard the noise in question.
Both times i have been told its all sorted only to find the problem is still there.I was supposed to have had a phone call today from a manager to discuss said issue,and surprise surprise no phone call.If i dont hear from him tomorrow i will move it up a level.
Brought the car from Broad Oak Ashford on AU last August and am not impressed with their aftersales service.I have had the car back to them on several occasions to remedy various issues and each time its a battle.
The attitude seems to be its a '08 model with 58k on the clock what do you expect'.wtf!---Wankers..
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      04-26-2012, 02:11 PM   #21
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I found sales at Hexagon to be abysmal - I couldn't get any of their sales staff to even acknowledge my presence, much less sell me a car. I ended up walking out after 20 minutes...
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      04-26-2012, 03:00 PM   #22
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God, I think I am very lucky here with Westerly.
You and me both,

Get on brilliantly with the people on the service desks to the point I now get jokey text messages instead of the usual "your cars ready"


OP nice to hear your getting somewhere now
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