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      06-07-2010, 10:40 PM   #1
quackman
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Problems with car after dealership service

I brought my car in to Hassel BMW and they did fairly prompt work on my: oil change, brake fluid flush, filter changes, and other very minor things......

But they did not do the state inspection as i requested, they made two nicks/scratches on my car, which i pointed out and they said they could fix, and according to my car they overfilled the oil. Another slight "problem": they washed my car apparently and now it's got very light swirl marks on it, definitely noticeable on the two large shadowline rectangular trim parts in-between the windows.
They also claimed that the excessive shaking/vibration my shifter makes ONLY when it's in third gear is totally normal, even though it just started happening a month ago, and that three other m3 owners have already mentioned this to the dealer about their own cars.

I know i'm supposed to give them 10 stars when I get the satisfaction survey and i fully intend to because I know a "9" doesn't really mean 9 to bmw, but how should I expect my service advisor to react to my problems when he, who was already gone from the office when I picked up my car tonight, calls me tomorrow?

I don't want to sound like a pissed off customer, but these are definitely things i should be complaining about, correct?
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      06-07-2010, 11:10 PM   #2
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haha, the old dealership scam line ... "a 9 out of 10 is a fail for us, you must give us a 10 or else we will have to close our doors"
total bs sheit, give them whatever they deserve.
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      06-07-2010, 11:27 PM   #3
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The dealership name says it all. When my M3 went in for its 1200 mile service it came back with claw marks on the left rear that cut through to the primer. BMW paid for the body shop work to fix - but WTF - it was the 1st appointment with a brand new car. I'm so sick of dealers not leaving cars equal or better then they receive them. I'd stick it to them on the rating at a minimum.
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      06-07-2010, 11:32 PM   #4
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I gave 1 everytime I went to dealership
I received like 10 phone calls a day and voice mail lol
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      06-07-2010, 11:49 PM   #5
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Why are you going to give them a 10 when you clearly are not happy with the service. If we all do this, then dealers will simply continue to give us poor service.
I never give the dealer full marks unless the service is perfect. Let them work for it.
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      06-07-2010, 11:57 PM   #6
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Quote:
Originally Posted by STALKER View Post
Why are you going to give them a 10 when you clearly are not happy with the service. If we all do this, then dealers will simply continue to give us poor service.
I never give the dealer full marks unless the service is perfect. Let them work for it.
Well, I am. I'm not going to answer the survey when I get it until I/the dealer are satisfied with all they can do. Hey--if they polish/replace the swirly window trim, refill my oil properly, and pay for/fix the two scratches, then I'll give them a ten.

I'm still semi-concerned about the 3rd gear vibration. Has anyone else experienced that? I've read about a lot of others having the 2nd gear full-throttle shift grind, but other than the dealer's claim of hearing about a few other owners' having the 3rd gear shake i haven't heard as much about that tranny problem.
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      06-08-2010, 12:32 AM   #7
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Give them a one. Damaging the car, heck I'd give them a zero if I could. I mean if damage doesn't rate a poor score what does? "Hassle BMW" eh? Truth in advertising I guess.

Re: 3rd gear. That doesn't sound right at all. My MT, when I had one, was vibration free and smooth as silk. Dealers always say "normal"--it's SOP. They hope you'll go away.

Take a look at this thread on issues around service and in particular warranty work. http://www.zpost.com/forums/showthread.php?t=389527

Post #8 in particular offers some practical advice.

Last edited by Finnegan; 06-08-2010 at 12:42 AM.
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      06-08-2010, 01:27 AM   #8
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You got to be crazy if you're going to give them 10 man. You can request to BMWNA that they keep your survey anonymous with your dealer, but again, why would you want to do that? You want your problems corrected, right? Surveys like that are the only way dealers are going to get better, if at all.

I fully sympathize with you because I've been there several times, to the point I avoid dealers like the plague. I much rather pay for my own services and do them myself (like I'm doing with my M3) than get my car damaged by careless techs. I rather have a good relationship with dealer in case I ever need them. If they did to me what they did to you, they probably wouldn't want to see me again when I was done. And I wouldn't either.

I've said this many times, but until the dishonest system of charging to customers 'book time' is changed, techs will keep rushing jobs and dealers will keep cutting corners to make more money. It's a blatant conflict of interest, but don't see it changing any time soon. Good luck.
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