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Contact Info for BMW NA Executives?
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09-03-2009, 02:38 PM | #23 |
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You sound like every other person who walks into the dealer and says "me first, me now". You could have proactively done something like unplug the battery and reset the idrive to see if it makes a difference. You called them with a problem and asked them to take care of it which they did. Idrive is a computer. Computers freeze. Things happen. Sounds like its just some random computer glitch.
Try being friendly and taking the stick of entitlement out of your behind. |
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09-03-2009, 02:45 PM | #24 |
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Yes, next time my wife has a problem with her $50,000+ BMW, I will tell her, "Hey honey, go outside during your lunch break, pop the hood and unplug the battery."
The point of buying a nice car is so you don't have to do stuff like that. They didn't take care of the problem. They fixed one issue (supposedly) and CAUSED another. I believe in being friendly, but there are times to be friendly and times not to be friendly. If you're friendly at the wrong times that is precisely when you get dumped on. |
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09-03-2009, 02:50 PM | #26 | |
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09-03-2009, 02:57 PM | #27 |
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Some dealers do not believe in customer service any longer, it is the customers responsibility to make them see that, give the zeros on the survey and ask to be contacted by a representative- they will not get bonus money for your visit and it hurts them in their wallet.
BMWNA unfortunately has little input into what dealers do, they are independently owned and operated. They can mandate about facilities and training. What BMWNA does is reward them for good service visits, sales experiences and so forth. This monetary "bonus" is relied on by many sales and service staff BUT if the dealership as a whole is bad then they may not get this bonus to begin with. In other words hurt the dealer where it hurts the most, in their wallet. You will receive the 50k miles services at any dealer as well as warranty work. Most will be willing to give you a loaner (it is reimbursed) if you explain your situation and give them enough time to make one available. I had a bad experience with a dealer once, and they lost my business (1 BMW a year) forever and they will never see me back; on the bright side I have been with the same dealer now for many years and they are great and know how to treat customers. I drive a bit to get there but know in the end my car will be taken care of. Best of luck and realize it is not a BMW issue but a dealer issue. -M
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09-03-2009, 03:22 PM | #28 | |
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09-03-2009, 03:25 PM | #29 |
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Once you switch dealers, I would try to build a relationship with a tech or two. I know techs at each of my local dealers and it helps greatly when you take your car in for service. You know they're working on your car with a little bit more care.
Best of luck resolving your issue.
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09-03-2009, 04:23 PM | #31 |
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Dealership called and told me iDrive and screen issues etc. were due to a bad relay. They drove the car this morning but are going to take it out and drive it again this afternoon (as it heats up outside today) to double-check things.
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09-03-2009, 07:56 PM | #32 | |
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09-03-2009, 09:44 PM | #33 |
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They called me late this evening--they believe they have everything taken care of. My wife and I are going to go check it out tomorrow afternoon. They wanted to drop it off to my wife, but I told them we would both need to come in person to ensure everything has been taken care of plus that everything is working.
I'll be sure to update all of you tomorrow. I appreciate all of the helpful and encouraging feedback. |
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09-05-2009, 12:05 PM | #34 |
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Okay guys--I have an update.
Received a call from an executive in New Jersey and they made sure that the BMW dealer took care of everything they were supposed to. Our salesman also did the same. We went to pick up the car yesterday in the late afternoon and they had indeed fixed the problem causing the issues with the iDrive (bad relay). Unfortunately, when we went to pick up the car, the service advisor assigned to it and the service director both saw us and didn't say a word. It was like we showed up with the swine flu or something! Never before have I felt that way at a place of business, especially at a place of business where I have done so much business. They didn't bother to explain what had been done, whether the original repair caused the new issue, that they were sorry they dropped the car off (after the first repair) with the iDrive and radio and nav etc. not working--nothing, nada. They simply ignored us and acted like we weren't there. Pretty awful. Anyway, went in to the checkout desk, got the paperwork signed it, and then asked them to make a copy of the dealership's larger version (extra records, diagnostic printouts etc.) so I would have it on file. Luckily, our sales guy came out, and he took the time to do what someone in service should have done and explained what all had been done. He also apologized on behalf of the service dept. I got the impression that he felt really bad about it but I could tell the issue truly was with someone or some people in service and that our sales guy's hands are tied. So we got my wife's car and left. And it was funny--when we got in my wife's car, there was a card sitting on the dash saying to make sure and give the dealer perfect scores on the survey. Never before have they ever put anything like that in one of our cars. Unfortunately for them, my wife will be filling out the survey. Maybe someone in the service dept. should have said "hi," maybe someone should have apologized; then she would have considered giving them a good survey. Unfortunately, I think they will be getting all zeros. I appreciate everyone's feedback and help and if anyone has any dealer service recommendations for DFW I would appreciate them. Also, if anyone wants to know what dealer's service dept. treated us like this, you can pm me. |
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09-05-2009, 01:06 PM | #35 |
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Clearly this dealership does not deserve perfect scores. Every car has glitches once in a while and when they do a repair for one thing it seems like that is when others can pop up. The fact that your dealership service staff avoided you when they knew you were upset rather than simply talking to you and working it out is evidence that they are not a good service department. I have a similar complaint with my dealer or better said former dealer. I had an issue with and when I picked up my car the SA brushed the issue off and sent me on my way like he was my boss or something. I have found a better dealer that really appreciates my business, not just on the sales side but on the service side as well. I would really suggest that you find another dealer if that is possible. Tell the sales manager why you left and maybe the GM will put pressure on service department to get their act together. It is easy to be good at the sales end but the service area is really tough because cars are so technical and glitches happen.
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09-05-2009, 01:59 PM | #36 |
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pruettfan,
You are exactly right. In a kind and gracious way, I have told the GM and our sales person thank you but have also let them know it's obvious we'll need to get the car serviced elsewhere. |
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09-05-2009, 03:37 PM | #38 | |
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But BMW NA has to take some responsibility for the poor and downward spiral of what the "local dealers" are doing.
Customer service is dead and gone when you call BMW NA customer relations Quote:
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09-05-2009, 05:34 PM | #39 |
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Send a letter--that makes all the difference, 100%. When I just called BMW NA, all they would say is how sorry they were for my experience etc. etc. I finally talked to someone who told me where to send a letter. Put it in the mail, but then I had the idea to e-mail a PDF copy of it to everyone BMW Germany's board. That did the trick. I was contacted within hours by someone from BMW NA.
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09-05-2009, 11:57 PM | #40 | |
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BMWNA can sometimes get things moving, but often you'll get nowhere with them. In the end they're little more than a mediator between the customer and the dealer, and if things heat up they're going to side with the dealer. Glad things came together for you OP. |
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09-06-2009, 08:58 AM | #41 | |
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Sounds like your CA and GM were on par but the service department is not. It may be a dealer that lacks trained employees (only a certain percentage are certified by BMW) or the important people were away etc. but every experience should be painless and if there is an issue they should correct it. Here is a list of the Top Dealers in the US so you can see what the benchmark really is: BMW Center City State East Bay BMW Pleasanton CA BMW of San Diego San Diego CA Crevier BMW Santa Ana CA South Bay BMW Torrance CA Global Imports Atlanta GA BMW of Dubuque Dubuque IA Isringhausen Imports Springfield IL Laurel BMW of Westmont Westmont IL Basney BMW South Bend IN Baron BMW Merriam KS BMW Gallery Norwood MA Erhard BMW of Bloomfield Hills Bloomfield Hills MI Erhard BMW of Farmington Hills Farmington Hills MI Bavarian Motor Village, Ltd. Shelby Township MI Motorwerks BMW Bloomington MN Hendrick BMW Charlotte NC Flemington BMW Flemington NJ BMW of Freehold Freehold NJ Paul Miller BMW Wayne NJ Hassel BMW Freeport NY Wide World BMW Spring Valley NY Towne BMW Williamsville NY Voss Village BMW Dayton OH Classic BMW Willoughby Hills OH BMW of Tulsa Tulsa OK Kuni BMW Beaverton OR Daniels BMW Allentown PA Rick Hendrick Imports Charleston SC BMW of Austin Austin TX Advantage BMW Houston TX BMW of the Permian Basin Midland TX
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09-13-2009, 08:19 PM | #42 | |
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09-13-2009, 08:24 PM | #43 | |
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Sorry butt BMW NA, DE, ETC has to step up and take some responsibility for their dealers and their own actions, change starts from the top down and BMW NA customer service is just horrible
When you give a dealer 0's in a survey then you get 0 for service from them the next time. Quote:
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