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      11-30-2012, 03:55 PM   #26
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Drives: M3 (E90)
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Call BMW NA... an unjustified disparaging (which most disparaging is) of a customer that reflects poorly on the brand is a huge issue for the franchisor/franchisee. While the franchisee (dealership) can do what they want, they will hear from BMW NA and sometimes the cost of losing an employee isn't worth the heat they'll from BMW NA to retain the franchise, particulary if customer service problems are systematic with a ertain dealership or even individual. That's the reason they're extremely focused on this survey.