01-07-2015, 11:54 AM | #1 |
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BMW of Greenwich CT. Worst service ever.
I just have to vent about this.
So, on Dec 22, I'm on my way to work and get a Drivetrain Malfunction Warning. I called BMW of Greenwich where I normally get my service done and tell them I need to have my car towed there. I ask if they will have a loaner vehicle, and they tell me, they won't know until my car gets there. I say fair enough, do you have any loaners available at this moment - explaining that I live far away, and roadside assistance needs to know if I will be riding there with my car; if they don't have any loaners or maybe only one or two, I won't risk going out there. I'm told they won't even know if they have loaners at that very moment until my car get there. I just have the car towed there. It's about a 45 minute drive from my house to the dealer. After about 2.5 hours, I haven't gotten any acknowledgement that my car arrived so I call. Yes, the car did get there. Do you have any loaners. They don't know. I remind them that I was told they would know when my car got there, and my car is there. I'm put on hold for 5 seconds and then "No, we don't have any loaners." It's about 4:30 when I called so I figured I would call back the next day. Next day I call at 11 to get a status on my car. I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. Hearing nothing I call at 2 to get a status... I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. Hearing nothing I call at 4 to get a status... I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. Finally, at 5, the service advisor calls me to tell me that my car hasn't been looked at, but will be looked at the next day. Christmas Eve. I tell him I've been without a car for two days and need a loaner. No loaners available. Wednesday, Christmas Eve, I call at noon to get a status... I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. Wednesday at 2:30, my service advisor calls and says the fuel injector need to be replaced. They didn't have one in stock. The part will be in Friday, the day after Christmas, my car will be ready then. Friday passes, not a word from the shop. Saturday goes by, no word. I call at 4PM to get a status... I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. Monday the 29th, I call at 11 to get a status... I'm told the only person that knows anything about my car is my service advisor. He is not at his desk. He is not answering his phone. Would I like for them to send him a message to call me. Yes, please send a message. I ask to speak to the service manager. I'm told he is in a meeting that will last all day and he is not available to talk. I go down to the dealership. Amazingly the manager is available. He assures me everything will be fixed that day. I get a call from my service advisor saying that they found the computer needs to be replaced. Computer should be in the next day and gives me his email. I email the service advisor a couple times Tues. The part isn't in. I email him on Wed. Part still isn't in. A week and a half into the repair, I'm finally given a loaner. I'm told the part will be in Friday. Friday passes, no word. Saturday passes no word. Monday the 5th I send an email to the service manager basically saying it's unacceptable to not get even a quick daily status email. He said he spoke with the advisor and I will get daily status updates. The advisor called me later that day and said the computer arrived, was being installed but would need programming so my car would be ready on Tues. Tues no word. It's now 1PM Wed with absolutely no word from the dealer. It is beyond frustrating. Am I off base asking for a daily status? Is this the level of service you guys have experienced? My car has been at the dealer for two and a half weeks now... |
01-07-2015, 01:04 PM | #2 |
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LOL. sorry....i had to laugh at your daily update summaries!!!
that level of dealer behaviour pretty unacceptable....however unfortunately the norm these days. I have found a good dealer in Long Island where i work. why are you taking your car all the way out there for service? |
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01-07-2015, 01:21 PM | #3 |
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KyleB is normally available to read this post, but he is not at his computer right now. Press pound if you would like to leave him a message. He will be available to read your post tomorrow.
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01-07-2015, 01:30 PM | #4 | |
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I live in Westchester, but I bought my car at Rallye. I'll be taking it there for service from now on, even though it's a hike. The service advisor actually called while I was typing this and said the car might be ready today... |
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01-07-2015, 01:31 PM | #5 |
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01-07-2015, 02:17 PM | #6 |
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You might want to check out BMW of Westchester which is in the White Plains area. I'm not vouching for them but it beats driving to Greenwich. I heard Greenwich can be a nightmare but I think all service situations can be potentially nightmarish depending on the specific problem. Hang in there!!
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01-07-2015, 02:43 PM | #7 |
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whenever you get a phone survey or email survey, give them the worst rating (1 star out of 5).
that'll probably ruin his day.
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01-07-2015, 03:46 PM | #8 |
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I don't know if it's too far from you, but I live in Forest Hills (Queens) and service my cars at Paul Miller in NJ since 2011 and they do a great job. I actually had a similar issue with my previous x6 where they had to replace all 8 injectors and I was able to get a loaner even though I didn;t reserve in advance.
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01-07-2015, 03:55 PM | #9 |
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I got my 228i at Westchester BMW and my recent drivetrain malfunction was cleared up pretty quickly and my service advisor kept me in the loop and returned my calls very promptly. Might be worth looking into.
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01-07-2015, 04:17 PM | #11 |
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This totally sucks, and I can see that level of frustration. Most dealers don't have that personal touch, that you would expect, especially from a BMW dealership. I would expect this from a Chevy or Ford dealership. I got better dealer service at a Toyota dealership than 3/4 BMW dealerships that i spoke to when i bought my m235.
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01-07-2015, 07:45 PM | #12 |
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I'm glad I don't have these problems. My dealer will drop a loner car at home while he takes mine in for servicing and drops it back when complete if I require. I enjoy calling into my dealer.
I've just had a problem with a couple of leaking o rings in the gearbox. The dealer gave me a new X4 3.2d m sport loner for a week and he made sure the tank was full. He filled my car up with petrol free (it was almost empty) and gave me a bucket full of BMW cleaning/polish products for my patience. |
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01-24-2015, 11:28 PM | #14 | ||
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02-02-2015, 08:37 AM | #15 |
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Wow. That's some class A bullshit. Summaries are funny but I feel your pain. Absolutely unacceptable. Make sure you give them all poor ratings on the surveys and check that you want to be contacted by BMW of North America. It will effect them, dealerships make a big deal out of these survey's.
Normally in cases like this I feel bad for the SA also because they are just a middleman but yours doesn't seem interested in updating you at all until you basically forced his boss to tell him to. You gotta feel out the advisers at your local BMW center, pick someone who seems friendly, always use them, tip them and the tech, send them a bottle of wine around the holidays, something. I cannot tell you how important it is to have an SA and Technician on your side when your vehicle goes in for service.
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