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BMW 3-Series (E90 E92) Forum > BMW E90/E92/E93 3-series General Forums > Regional Forums > Canada > Unreasonable expectations from BMW service?



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      07-16-2012, 12:33 PM   #1
Funk365
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Unreasonable expectations from BMW service?

I'd like to share my experience with the service dept today.... I'll leave out some specifics as I am still trying to work with the dealer to resolve it with them.

I have a minor issue with my car where the leatherette seat has cracked (which should be covered under warranty) as I had the same problem on my last car and it was repaired under warranty from the same dealer.

So I check in with the lady at the service reception desk and she asks if I have an appointment. I reply with "No I just had some free time today and would like to ask one of the service advisors to take a quick look at my car." OK XXX will be with you as soon as they finish on the phone. Would you like a coffee? "No Thanks, I'll just take a seat if that's OK". I picked the seat closest to the receptionist to remain visible and accessible.

While I was sitting there one of the more friendly Sales Associates walked by and recognized me. We had a nice chat for a few minutes and off he went. Shortly after my conversation with him concluded I noticed XXX get up and walk out into the service area. Oh good they are off the phone I said to myself. A few more minutes pass and the receptionist informs me by name that XXX has had to step out and that YYY will be with me as soon as he finishes up some paper work. "OK, great no problem, thank you". It was at this point I thought I would take notice of the time.

I continue to sit there and wait for YYY to finish up whatever they were working on. YYY mills about and walked past me at least four times without so much as an acknowledgement. After 25mins (since I decided to pay attention to the time: total time well over half an hour) another Sales associate walks up to me to greet me. I enquire "Are you really busy today?" "Not really" was the reply... "So is it typical that you have a client wait around for 25 minutes before anyone comes up to talk to them?" A breif conversation follows whereby the SA attempts to determine the scenario at hand.

I understand that he would have no knowledge of the service departments schedule to determine how busy they were and as such was very forgiving. He asked "Do you need to be here? I will take your key and arrange for the shuttle." "No you're right... I don't need to be here." and I got up to leave. Feeling more then a little frustrated that my time is obviously not nearly as valuble as theirs. (Now I understand he was trying to be helpful and that his question wasn't meant to imply that I leave) He questioned the receptionist in an attempt to assist me further at which point she just shrugged. I took that to mean "Well what do you want me to do?" I suggested that if in fact they were too busy perhaps they could have informed me of that fact when I first arrived and asked me to come back another day or make an appointment. (gladly) and that I had no intention of waiting around for what could be another half hour while YYY "finishes his paperwork" Or maybe one of the four times YYY walked past he could have said ANYTHING oh i don't know... maybe "I'll be right with you sir". It was then that I left (without the oppurtunity to speak to anyone in service aside from the receptionist).

Am I being unreasonable to expect that it should take less then half an hour to acknowledge a client in the flesh?

I get better service at the Hyundai dealer with my wifes car. Just doesn't seem right.
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      07-16-2012, 12:40 PM   #2
Havok_2011
 
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That sounds extremely frustrating...which dealership did you go to? What I generally do is drive my car into the service area, which automatically gets me seated with a person in the services department that can take a look at my car.

That's what I did when my car's leatherette had a tear. Service guy went to take a quick look since I had it in the service area bay, and he told me they will take care of it. They had to order it in, and I came back another time to get it installed.

All and all, sometimes the receptionists are useless...that's why I drive into the service dock, appointment or no appointment...whats the worst they can do? Kindly tell me they don't have time, and I kindly leave or make an appointment.

Not sure what dealership you went to, but Downtown BMW has been quite good. If I had waited as long as you did I would have made a fuss. I'm a big dude, when I make a fuss...it echoes. lol
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      07-16-2012, 01:56 PM   #3
Funk365
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Thanks for the advice Havok. I probably should have just driven in. The doors were open and there was plenty of space. I just thought I'd be considerate of those that had more serious / pressing issues. Doesn't pay to be nice I guess.

When this happened on my previous car my experience was much like your own. The service advisor came out... looked at it... ordered a new one and we made an appointment to get it replaced. Total time 5mins. I was expecting the same today, guess I was sadly mistaken.

I'm a pretty big guy myself and probably could have been a little louder in expressing my disappointment. I know the Service Manager fairly well and he has always been good to me in the past. Unfortunately he was not in the office today. I hope to be speaking with him upon his return to get things settled.
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      07-16-2012, 05:03 PM   #4
e90-328i
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I had a problem with the silver trim on my start button in spring. I sent them pics in an email with vin name etc. thinking best to show them first to save a trip down and say we have to order part and come back. No reply after a few days. Thus on sat I decided to drive over ( half board and half wanted to see f30) didn't drive in. Walked up to receptionist and said see so and so ( I forget his name). He was on phone but finished in a min. Told him my story and said lets go look at it. We go out to car ( on street) and looks at it says no problem. And starts to write Vin down on hand as he forgot paper. I told him I have vin. So walk back and ask parts if have part. They say yes. Calls a tech? or tech super? And then tells me if I can wait 30-45 min they will do it now.
I was shocked to say the least. And they fixed it in 30 min. Got to ask for him when I go back.
But letting you wait that long is wrong. I think a receptionist can tell if somebody is not looked after x period of time. Not rocket science.

I really think some sa are better or care more than others at times. As other time I went had a so- so sa.
Ps this was BMW Mississauga.
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