BMW M3 Forum (E90 E92)

BMW Garage BMW Meets Register Search Today's Posts Mark Forums Read


Go Back   M3Post - BMW M3 Forum > M3 Marketplace > Vendor Comments/Review/Feedback Forum
 
Post Reply
 
Thread Tools Search this Thread
      05-21-2010, 08:21 PM   #1
blueman2
Private First Class
17
Rep
162
Posts

Drives: 2010 M3
Join Date: Apr 2010
Location: SF Bay Area

iTrader: (0)

BMW Mountain View, California

Just took my M3 in for 1200 mile first service. Wow, I have never had such a negative experience in terms of customer service and general atmosphere.

First, I want to say that my Service Consultant, Sam, was just fine. Great guy. But everything else about the experience was horrendous.

1) When I arrived, I got out of my car to the sound of two employees literally yelling at each other about who was a fault about some customer complaint. It was embarrassing. Felt really weird.

2) Then the next thing I heard was 2 customers losing their tempers at some employee because they both had been waiting over 30 minutes for their service appointments. Both were asking why they made appointments if they are not able to keep the times.

3) After handing my car over to the service consultant, I was led to the area for shuttle service back to my office. I made reservations 2 weeks ahead and included a note that I needed a shuttle. I waited 50 minutes!!!! Finally I complained enough and they got another employee to drive me the 4 miles to work. Heck, I should have walked!

4) While waiting my 50 minutes for the shuttle ride, I asked to have the BMW Assist transferred to my name as I had just bought the car from another individual (who had bought it from that dealership). The guy who helped me was extremely rude and scolded me several times for taking his time. I asked if this was something I can do myself, and he said no, the dealer must do it, but he said he was not making any money off of this.

5) When I came back to pick up my car, I had to wait about 20 minutes for them to bring my car around. I went to buy some car mats while waiting, and it was probably just as well that they took 20 minutes to get my car, because I waited 15 minutes for someone to help me and sell me the car mats.

Wow, I love my M3, but I really hate the dealer it came from. Anyone know of a decent BMW service provider in the south bay?
__________________
2010 M3 E92 Space Gray, Black Novillo
2MK,2MT,ZCW,ZPP,ZTP,302,5AC,4MZ,507,6FL,655,752,41 5,A52

Last edited by blueman2; 05-23-2010 at 12:25 PM..
Appreciate 0
      05-21-2010, 09:11 PM   #2
mexicanmike
Captain
United_States
18
Rep
636
Posts

Drives: 09 E93 Jerez Black
Join Date: Dec 2009
Location: Morgan Hill, CA

iTrader: (0)

I don't understand what has happened to customer service in this country. Honestly, its not that hard to do your damn job. Be polite, willing to help, and do everything you can to make the customer feel special. I haven't had to take my car in for any services yet, but I swear if I am treated the way you are, I would A) Never buy a car from that dealership again, B) Never visit them again for service. I can't believe that guy would say "im not making any money on this". If anyone said that to me my response would be, "You may not have made money on this, but now you will never make money on anything from me." I don't know why people don't understand repeat business is the key to success.

Sorry, I don't know what dealership to go to. I have heard good and bad things about BMW of SF, Stevens Creek BMW, etc. I need to get an oil change, but thats about it. I will probably just go to Dinan and pay for it, so I don't have to worry about the shanageans you just described, I hope.
Appreciate 0
      05-23-2010, 10:58 AM   #3
David@Sonic MS
Indonesia
102
Rep
1,325
Posts

Drives: MP4-12C
Join Date: Apr 2008
Location: Mountain View, California

iTrader: (3)

Go to Stevens creek BMW and talk to Aaron Ginn. He should take care of you.


David
Appreciate 0
      05-27-2010, 05:11 PM   #4
blueman2
Private First Class
17
Rep
162
Posts

Drives: 2010 M3
Join Date: Apr 2010
Location: SF Bay Area

iTrader: (0)

Thanks. I will give Stevens Creek a try at my next service.
__________________
2010 M3 E92 Space Gray, Black Novillo
2MK,2MT,ZCW,ZPP,ZTP,302,5AC,4MZ,507,6FL,655,752,41 5,A52
Appreciate 0
      02-12-2013, 06:26 PM   #5
icantdrive
Private
2
Rep
77
Posts

Drives: M3
Join Date: Dec 2012
Location: CA, SJ

iTrader: (0)

Sorry to bump this, but I didn't want to make a new thread about this. Is it reasonable for this dealership to take 2 days to diagnosis a car? Both days they said it's taking longer than expected or the diagnosis machine is acting up. They let me know that I have a 75% percent of having them completing the diagnosis by tomorrow.
Appreciate 0
      02-13-2013, 03:41 AM   #6
oldmarco
Lieutenant
37
Rep
526
Posts

Drives: E90 M3
Join Date: Aug 2012
Location: Norwalk, CA

iTrader: (2)

Quote:
Originally Posted by icantdrive View Post
Sorry to bump this, but I didn't want to make a new thread about this. Is it reasonable for this dealership to take 2 days to diagnosis a car? Both days they said it's taking longer than expected or the diagnosis machine is acting up. They let me know that I have a 75% percent of having them completing the diagnosis by tomorrow.
The diagnosis itself takes no where near two days. The actual scan may take a few hours; a full reprogramming takes no more than a day.

Their service department may be backed up and aren't able to begin working on your vehicle, but the actual process should only take a few hours.
Appreciate 0
      02-13-2013, 05:42 AM   #7
S65V8
*_*
United_States
806
Rep
3,160
Posts

Drives: ...
Join Date: Apr 2009
Location: Los Angeles, CA

iTrader: (10)

Use the service survey that you might get afterwards and click to be contacted by BMW NA and the dealer to raise the flags. If not, call the GM of the dealership and let him know your constructive criticisms. You seemed to be level headed about the whole situation (good for you!), but I would have flipped a lid somewhere after point 3 and probably would have left with my car to have it serviced elsewhere

Quote:
Originally Posted by blueman2 View Post
Just took my M3 in for 1200 mile first service. Wow, I have never had such a negative experience in terms of customer service and general atmosphere.

First, I want to say that my Service Consultant, Sam, was just fine. Great guy. But everything else about the experience was horrendous.

1) When I arrived, I got out of my car to the sound of two employees literally yelling at each other about who was a fault about some customer complaint. It was embarrassing. Felt really weird.

2) Then the next thing I heard was 2 customers losing their tempers at some employee because they both had been waiting over 30 minutes for their service appointments. Both were asking why they made appointments if they are not able to keep the times.

3) After handing my car over to the service consultant, I was led to the area for shuttle service back to my office. I made reservations 2 weeks ahead and included a note that I needed a shuttle. I waited 50 minutes!!!! Finally I complained enough and they got another employee to drive me the 4 miles to work. Heck, I should have walked!

4) While waiting my 50 minutes for the shuttle ride, I asked to have the BMW Assist transferred to my name as I had just bought the car from another individual (who had bought it from that dealership). The guy who helped me was extremely rude and scolded me several times for taking his time. I asked if this was something I can do myself, and he said no, the dealer must do it, but he said he was not making any money off of this.

5) When I came back to pick up my car, I had to wait about 20 minutes for them to bring my car around. I went to buy some car mats while waiting, and it was probably just as well that they took 20 minutes to get my car, because I waited 15 minutes for someone to help me and sell me the car mats.

Wow, I love my M3, but I really hate the dealer it came from. Anyone know of a decent BMW service provider in the south bay?
Appreciate 0
      02-13-2013, 12:31 PM   #8
icantdrive
Private
2
Rep
77
Posts

Drives: M3
Join Date: Dec 2012
Location: CA, SJ

iTrader: (0)

Quote:
Originally Posted by Marco@McKennaPerformance View Post
The diagnosis itself takes no where near two days. The actual scan may take a few hours; a full reprogramming takes no more than a day.

Their service department may be backed up and aren't able to begin working on your vehicle, but the actual process should only take a few hours.
Thanks.

They should just let me know they are backed up and not give me some BS reason.
Appreciate 0
      02-13-2013, 01:06 PM   #9
oldmarco
Lieutenant
37
Rep
526
Posts

Drives: E90 M3
Join Date: Aug 2012
Location: Norwalk, CA

iTrader: (2)

Quote:
Originally Posted by icantdrive View Post
Thanks.

They should just let me know they are backed up and not give me some BS reason.
+1 sir!

It's always essential to be upfront and honest with the customer. Sometimes, our service center gets crazy busy. But we just tell the client that we won't be able to get to their vehicle for a few days.
Appreciate 0
      02-13-2013, 01:57 PM   #10
tmntmn
///M
United_States
160
Rep
1,867
Posts

Drives: e92 M3/M-DCT
Join Date: Feb 2008
Location: Bay Area

iTrader: (6)

Quote:
Originally Posted by David@Sonic MS View Post
Go to Stevens creek BMW and talk to Aaron Ginn. He should take care of you.


David
+1

you should go to Steven Creek BMW to service your car, you can talk to Steve also upfront and honest guy been helping me for over 4yrs now.
__________________
THANKS TO:~<RPM>~ ~<SONICMS>~ ~<MODECARBON>~ ~<McKennaPerformance>~
MODS: MODECARBON V2 GTS FRONT LIP & REAR DIFFUSER, AA GREEN FILTER, RPI SCOOPS, PSW, Verstraβe Extended DCT Shifter, ZCP WHEELS (SEMI-GLOSS), OHLINS R&T, Megan Exhaust, AKRA XPIPE, BMW LED INTERIOR, BLACKOUT W/ORION V4 LED AE, OSRAM CBI
Appreciate 0
      02-20-2013, 01:02 AM   #11
positiveions
Lieutenant General
positiveions's Avatar
Lebanon
961
Rep
11,722
Posts

Drives: 19 Tacoma, 16 Golf wagon
Join Date: Sep 2007
Location: Upland, CA

iTrader: (2)

Garage List
Some dealers are all about numbers. That's why I like Steve Thomas; small acquainted dealer.
Appreciate 0
Post Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off



All times are GMT -5. The time now is 12:08 AM.




m3post
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2024, vBulletin Solutions Inc.
1Addicts.com, BIMMERPOST.com, E90Post.com, F30Post.com, M3Post.com, ZPost.com, 5Post.com, 6Post.com, 7Post.com, XBimmers.com logo and trademark are properties of BIMMERPOST