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10-05-2011, 02:08 PM | #23 | |
4th down; 4th quarter? Renegade.
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Before the email in which I told him it was pathetic and he was wasting my time, I did send a previous email indicating that his offer was not acceptable. To this he sent the explanation which still does not make sense. During this whole time they chose to hide behind email instead of having a discussion like a normal professional. I don't care about recovering the money - at all...that should be obvious. I care about customer service. |
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10-05-2011, 02:12 PM | #24 | |
4th down; 4th quarter? Renegade.
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Agree 100% on BMW AG needing to be more involved. When you call BMW USA they will flat out tell you that there is no follow-up on your complaint. They link it to the VIN, they send it to the dealer, supposedly do something, but they never get back to you. You can call back in and request an update, but that is not a particularly good system either. |
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10-05-2011, 02:34 PM | #25 | |
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10-05-2011, 02:52 PM | #26 | |
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I'm sure the OP was simply shorthanding "I've bought about ten cars from you over the past ten years" to "important customer" when he typed it. Also, the dealer is nuts to not simply take care of him for $70 as a customer service gesture. They touched it last so there's a good chance they're at fault, and they've made way more than that on him as a customer. Heck, my bank has fixed a problem for about the same amount that was clearly my mistake (and I told them so), but they have enough of my business that they were happy to do it. In fact, I would be a bit surprised if my local BMW dealer wouldn't take care of it for me, and this is my first purchase from them. Cheers |
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10-05-2011, 02:56 PM | #27 | |
4th down; 4th quarter? Renegade.
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10-05-2011, 03:08 PM | #28 |
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How about open the hood and see where the oil's coming from when you have a leak?
Expecting loyalty from a dealer is pretty optimistic. Most of them think they'll sell every car they don't sell to you to somebody else. Good luck finding another one to you like better, it sucks having nowhere to go.
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10-05-2011, 03:29 PM | #29 | |
4th down; 4th quarter? Renegade.
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Well if the other dealers suck, then you'll see my review of them on here as well. Unfortunately, you are probably right. |
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10-05-2011, 03:48 PM | #30 | |
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10-05-2011, 04:15 PM | #31 |
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This is why I learned to NEVER wait for this kind of stuff. I used to take a pretty laid-back attitude about relatively minor stuff like the small oil drip you developed. Only to get burned somehow by it later. I agree that the customer-service could have and should have been better. But more importantly, whenever you see anything like this again, take it in immediately...
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10-05-2011, 04:26 PM | #32 |
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Thanks man - that is great to hear! They are 32m from me, but I think I'm going to give them a shot. I've heard their Merc, Volvo, and Rover service is exceptional. Heard some not-so-great things about A&L and P&W from a neighbor : |
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10-05-2011, 04:28 PM | #33 |
4th down; 4th quarter? Renegade.
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That's exactly why I'm moving on - too much drama. This isn't the first time they've screwed up either. I've had multiple issues with them not doing the proper service items on the M3.
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10-05-2011, 04:35 PM | #34 | |
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Shame ... Shame ... Shame .... to that BMW Service Fellow
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10-05-2011, 04:56 PM | #35 |
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everyone is gonna have there two cents but you are the customer and they should go out of there way to make sure they do whatever it takes to make you happy regardless of importance. I hate it when people forget that and lose business over stupid things like that.
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10-05-2011, 05:51 PM | #36 | |
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Loyalty is dead in todays world. Nobody gives a sh!t about anyone anymore. Get used to it OP. I would buy a dealership and run it yourself if you want to be treated like a king
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10-05-2011, 05:51 PM | #37 |
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I'm not sure that I even fully understand the situation, but I respect your decision to take your business elsewhere.
The thing is, I am willing to guess that there isn't a single BMW dealership in the country where someone hasn't come away with just as poor a custom experience as you have in this case. Or for that matter, we could extend that to any brand of car dealership, and for that matter, any type of product or service that is controlled by, or at the very least financed by, a large corporate entity. There are so many factors at play that it all comes down to dumb luck - happenstance - be it the phase of the moon, the time of the year, who's in control of the Senate, what side of the bed you woke up on, or whatever you want to put your money on. In the end, it all averages out. You win some, you lose some. |
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10-05-2011, 06:06 PM | #38 |
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ultimately it was more about the time from the date of service to the date of complaint being filed i believe. had you brought this in a week after it happened they probably would have done all of the work free of charge with an apology.
In their mind you drove 5017 miles and anywhere along the line something could have happened that was driver fault or road conditions or some external factor that was not directly their fault that caused this leak. For them to justify a full cost of replacement when it had been driven so far was not something they would have felt responsible for. Ultimately your father in law could have taken this to another dealership and had them check for the problem in the first couple hundred miles of driving and that dealership could have called your dealership to pay for the repair as a result of the problem stemming from their tech. I would highly doubt that any other dealership for any brand of car would agree its entirely their fault after 5017 miles were put on the car before a complaint was brought to their attention. Would you expect a full refund for drinking a half bottle of pepsi before you realized you actually ordered coke? i agree with you that years of purchasing and referring should have overshadowed the problem but i think your timing is what presented the main feeling of not having to fully cover it. edit: i also had very poor customer service with my first bmw and swore id never buy one again as a result - i had an opportunity to help out a friends client who happened to be a sales manager at one of the bmw dealerships in az here. he told me he could change my opinion and make it right for me. He succeeded and I am back on board the roundel romance train. may not be worth burning a bridge over in all honesty but i completely support your decision as a consumer to be frustrated!
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10-05-2011, 06:33 PM | #39 | |
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Service is where new car dealers make their money. Not from sales. Since you've had a multi-year, multi-purchase relationship, why burn that bridge. Trust me. When it gets back to the GM that they have a loyal sales customer who has given up on their service department, there will be a back-behind-the-barn meeting. Don't ever ask about it. Just enjoy. I'd call the sales guy back and tell him you overreacted in regard to your purchase decisions - but not your service decisions. Bruce |
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10-05-2011, 06:41 PM | #40 | |
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It actually happen to me loosing some and winning some ... when I traded my Z4 in for my now M3 I told my story to the Sales Manager at the same Dealership where I purchased my Z4 then my M3, he took an additional $700- off the quoted M3 price ... so something to be said about ... "in the end all works out loose some win some" now this took care of the $700- however, still leaves a bath taste in my mouth on how I was treated at the US dealership.
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10-05-2011, 06:49 PM | #41 | |
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The bad 10% have been the aberration, and it's been more idiocy than just lack of caring. Maybe it's a Texas thing (and no, I'm not from here, not trying to imply Texas = superior)? Cheers |
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10-05-2011, 07:08 PM | #42 | |
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In 2000 I ordered a Mercedes M Class as my company car. I drove my wife's 300 Series AMG to the same dealership since the A/C was not working. I knew fairly well say 90% sure what it needed to get fixed (a simple fuse) so I ask the service manager for help. The outside temperature was nearing 100 F. The service manager simply said sorry we can only take you mid next week (this was a Monday). Well I gently reminded him I am a steady costumer purchased several cars here and have a M Class on order right now, I added that I am not very happy with what he told me for a very simple check and fix. The Service Manager simply replied "I don't care and we can only take you next week" Needless to say, I drove across town and the issue was resolved straight away by none other then the service manager at that dealership. Needless to say I canceled my M Class order at the other dealership and re-orderd it were I got service with a smile. As I learned later when I picked up my downpayment cheque the service manager was fired. I find in most cases that people forget who the customer is, in some cases they behave as if they are doing you a favour something not right here.
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10-05-2011, 07:28 PM | #43 |
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I have also had nothing but excellent service from Bobby Rahal. 5000 miles is a long way but I would have expected it to be paid for as well...
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10-05-2011, 07:28 PM | #44 | |
4th down; 4th quarter? Renegade.
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I refuse to believe loyalty is dead... |
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