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      01-05-2016, 01:57 AM   #1
Law
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Thumbs up Charlie@McKenna BMW- SoCal's BMW M Specialist

Background:
My father had been a long time customer of McKenna BMW, and recently leased an X5. The day of the purchase, I drove my E90 to the dealer with my family and was well received by many of the McKenna team. I was told there was a service advisor named Charlie Kim who was also an owner of M3s in the past and present, who is active on the forums [Bimmerpost], and has a good reputation among enthusiasts. I recalled seeing a familiar [user]name on the forums but had no prior interaction with Charlie at that point, but kept him in mind for the future nonetheless.

Christmas Lights:
Fast forward a few weeks and my E90 threw some error codes in the Vehicle Info menu: "BRAKING/CHASSIS STABILIZATION MALFUNCTION", "DBC MALFUNCTION", etc. With the corresponding ABS, BRAKE, & DSC lights on in the dash.
Almost simultaneously, the Low Tire Pressure warning also appeared.
I alleviated the low tire pressure warning at a trip to the gas station and I hoped that the other errors might've been just a discrepancy due to low tire pressure.
To my dismay, it wasn't and the problem persisted.





I decided to make an appointment at the dealer. Prior to this, I had never scheduled service with McKenna before, but my recent visit to McKenna with my father left a good impression and it didn't take much to come across very positive reviews about Charlie on the forums as well. In light of all the positivity, I decided to take my car to him for diagnosis and possible repairs.

Appointment & Drop-off:
My appointment was scheduled the week just before the [New Years] long weekend on Dec. 30th.
I met Charlie for the first time and was greeted in a friendly and casual, yet professional manner. I showed him photographs of the dash lights and errors shown on the iDrive and he noted the symptoms of my car.
At this point, my E90 was already out of factory warranty, but I had purchased an Extended Service Contract (ESC, aka., extended warranty).
Charlie kept it real and straight-forward without making blank promises by telling me that depending on the issue & components affected, my ESC might or might not cover the repairs (and if not covered, I would be slapped with the standard diagnosis fee per the contract).
I told him I understood
He apologized in advance for their being so busy and assured me he would keep me updated on the status of my vehicle.

In the meantime, I was given a very generous 2016MY Alpine White F10 535i M-sport.



Follow Up & Communication:
Upon taking delivery of my loaner car, Charlie immediately got to work & pulled my car into the service area. After I got home, I checked my phone & got a notification from my friend who spotted my car on Charlie's Instagram page.
I scrolled around and caught glimpses of his personal car (F80 M3) as well as snaps of his favorite customer cars as well. It really gave me some peace of mind knowing that he appreciates and values his customer's cars as if they were his own.




The next day, on New Years Eve, Dec 31st, I got an early morning call. Charlie had been working hard all morning to diagnose my car while I was enjoying my day off. I missed the phone call but was left with a detailed message on the status of my vehicle.
Charlie explained to me that it turned out one of the rear wheel bearings was on its way out & triggered faults with the speed sensor (& possibly other sensors) that rely on a functional wheel bearing for accurate readings & functionality. He also gave me an approximate timetable, saying the parts would arrive on the weekend, and should be done by Monday, Jan 4th. He kindly welcomed me to call back should I have any questions.
Upon hearing the message, I promptly called back and was told he was helping another customer but would call back ASAP.
After a brief period of time, Charlie returned my call and I asked him about more specific details and whether my ESC would cover the repairs.
I was happy to hear that Charlie delivered the good news as the repairs would be covered.

Pick-up:
On Monday (Today) afternoon, Jan 4th, I received a phone call from Charlie and where he notified me of the successful completion of repairs to my E90.
I made my way over to McKenna BMW after work & returned the loaner F10 535i, which I enjoyed driving very much.
I was immediately greeted by Charlie who verbally confirmed the work done to my car & then immediately proceeded to run out to the service area & personally deliver my completed vehicle.
A quick look at the work order even shows that my tire pressure was double-checked & filled to the correct pressure. Even though my low pressure light issue was long resolved, Charlie still took the extra step to double check everything.
After a signature at the Cashier ($0 out of my pocket ), Charlie stepped outside with me and gave me the key to my E90.
I thanked him and he told me not to hesitate to contact him through Instagram, telephone, or Bimmerpost should I have any questions or concerns.




Conclusion:
After I got home, I saw a notification on my phone with another tagged photo on Charlie's page, a beautiful shot of my car in the service bay.


This affirmed once again that Charlie sees BMW service not only as his job, but also as his hobby.
He has the know-how, good & friendly communication skills, and is proud of his work. He goes the extra-mile to make sure the customer is informed, comfortable, and taken care of.
The most important aspect, especially for us enthusiasts, is that Charlie treats his customers' cars as if they were his own.

I had an exceptional experience with Charlie@McKennaBMWService and I'd definitely recommend him. Additionally, I'll be sure to bring my M3 to him again the next time it needs work done at the dealer. Thank you Charlie!

Shot of Charlie's F80 M3 per his Instagram page :
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      01-06-2016, 02:00 AM   #2
roastbeef
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x2, charlie is a good dude. helped me out when i was buying a warranty for my e92 m3.
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      01-09-2016, 03:24 PM   #3
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I will be taking my car to him in the future as well. Heard great things.
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      01-10-2016, 07:42 PM   #4
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Thanks for the kind words guys! Definitely means a lot, and shows that I'm doing my job!
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      03-04-2016, 06:37 AM   #5
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Definitely recommend Charlie too!
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      03-04-2016, 06:50 PM   #6
ijnoj09
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for charlie.

Only SA I trust with my car.
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      03-14-2016, 08:48 PM   #7
Charlie@McKennaBMWService
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Quote:
Originally Posted by ijnoj09 View Post
for charlie.

Only SA I trust with my car.
You know it mang!
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      07-17-2017, 06:47 PM   #8
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Recently had my car in with Charlie and he is excellent to deal with. Any dealer related stuff for my BMW's will go to him! Thanks Charlie!
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      07-19-2017, 11:48 AM   #9
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Quote:
Originally Posted by cenix View Post
Recently had my car in with Charlie and he is excellent to deal with. Any dealer related stuff for my BMW's will go to him! Thanks Charlie!
Thanks Johnny.
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