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      02-19-2021, 09:51 AM   #1
cmhsam
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Advice dealing with service dept

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hey everyone,

need some advice from the experts. My M5 is at the dealer to get the rear differential bearings replaced since the car was making a whistling noise at high speeds. The car has been with dealer for the past two weeks. The dealer told me it will be 7-10 days to get the car fixed and returned to me. They were kind enough to give me a loaner.

Yesterday i checked with the service department and they had no updates on the car or parts. I asked if they knew if the parts had arrived at their warehouse and the service advisor said they checked and have no idea if the parts were received or where the part is at the current time. Apparently there are no tracking numbers?

Net the service advisor said we dont know where the parts are or when we will able to give you the car back. She stated to just hang tight and ride it out and that hopefully i will have the car back soon.

To say i am pissed is an understatement (first world problems right?). I know these cars have problems, had the F10 and dealt with the whole fuel pump issue and stop drive, and even other high end sports cars. Issue I have is they are not providing any information and basically throwing their hands up and saying nothing we can do just wait it out until you get your car back.

Any ideas outside of escalating to management?

Thanks in advance!
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      02-19-2021, 10:25 AM   #2
AHall
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Well that is unacceptable to me. I can understand a delay getting parts, but not to even know if the parts have been received is unacceptable. That is the first question needing to be answered and they need to answer it. If they find the parts have been delivered that is one issue you can work through with the dealership. If they do not, then they should be able to get a tracking number after two weeks, but there is less they can do if they are just waiting on parts.
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      02-19-2021, 10:38 AM   #3
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Most dealer websites have email addresses listed for the service manager and the dealership’s general manager. I would find the email for both, and send a polite but concerned email to get their attention and involvement. If you have a history of buying BMW’s I might reference that too, and express your ongoing frustration with the current state of affairs. The squeaky wheel gets the grease, but when done in a polite manner, I have found the effect to be even greater.
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      02-19-2021, 12:27 PM   #4
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Quote:
Originally Posted by AHall View Post
Well that is unacceptable to me. I can understand a delay getting parts, but not to even know if the parts have been received is unacceptable. That is the first question needing to be answered and they need to answer it. If they find the parts have been delivered that is one issue you can work through with the dealership. If they do not, then they should be able to get a tracking number after two weeks, but there is less they can do if they are just waiting on parts.
Agreed. I am hoping the email I sent today moves the ball forward. FYI - its Classic BMW if you ever have to use their service department.

Quote:
Originally Posted by Lawguy View Post
Most dealer websites have email addresses listed for the service manager and the dealership’s general manager. I would find the email for both, and send a polite but concerned email to get their attention and involvement. If you have a history of buying BMW’s I might reference that too, and express your ongoing frustration with the current state of affairs. The squeaky wheel gets the grease, but when done in a polite manner, I have found the effect to be even greater.
I did go and find out there info and emailed them this AM. I appreciate the advice and am hoping it makes a difference. I was shocked to hear the lack of information from the service department and if they basically just tell their customers this on the normal.
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      02-19-2021, 12:43 PM   #5
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working in the auto industry, i've learned getting parts are a disaster. all sorts of reasons.

i waited 6 months for an aston martin fender before.
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      02-19-2021, 01:24 PM   #6
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Quote:
Originally Posted by TrevorM3 View Post
working in the auto industry, i've learned getting parts are a disaster. all sorts of reasons.

i waited 6 months for an aston martin fender before.
yikes! thats a lot of waiting ... you must be more patient than me
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      02-19-2021, 01:31 PM   #7
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Do you mean Classic in Plano, Tx? I considered using them for service because they are so close. I will probably just go to Sewell in Grapevine.
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      02-19-2021, 01:49 PM   #8
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Quote:
Originally Posted by AHall View Post
Do you mean Classic in Plano, Tx? I considered using them for service because they are so close. I will probably just go to Sewell in Grapevine.
Correct. Classic BMW in Plano.
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      02-19-2021, 02:32 PM   #9
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Update - Director of Service basically stated, the part was ordered on this date, but dont know when it will come in or when your car will be ready.

Thanks!

That was the response.
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      02-19-2021, 02:35 PM   #10
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Always pick a Sewell dealership when possible they run a tight ship here in Houston and I wish they owned a bmw dealer here. Not sure how they do on pricing but their service tech advisors have to make contact daily when your car is in the shop or they get into trouble. Good luck.
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      02-19-2021, 02:43 PM   #11
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Quote:
Originally Posted by bcparker2 View Post
Always pick a Sewell dealership when possible they run a tight ship here in Houston and I wish they owned a bmw dealer here. Not sure how they do on pricing but their service tech advisors have to make contact daily when your car is in the shop or they get into trouble. Good luck.
Good to know. I think they have no shortage of money here in Dallas so they dont necessarily care at Classic BMW.
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      02-19-2021, 02:46 PM   #12
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Quote:
Originally Posted by bcparker2 View Post
Always pick a Sewell dealership when possible they run a tight ship here in Houston and I wish they owned a bmw dealer here. Not sure how they do on pricing but their service tech advisors have to make contact daily when your car is in the shop or they get into trouble. Good luck.
Yeah my wife takes her car to Sewell even though Classic is much much closer. Sewell offered her a decent deal when she purchased the car a few years ago. She probably could have got a better deal, but they had the car she wanted on the lot.
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      02-19-2021, 03:40 PM   #13
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Quote:
Originally Posted by AHall View Post
Yeah my wife takes her car to Sewell even though Classic is much much closer. Sewell offered her a decent deal when she purchased the car a few years ago. She probably could have got a better deal, but they had the car she wanted on the lot.
Am looking around the DFW Market and not much available, unless i want to spend $140K. At that price point i would have a lot of other options.
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      02-19-2021, 04:54 PM   #14
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Quote:
Originally Posted by cmhsam View Post
Quote:
Originally Posted by AHall View Post
Yeah my wife takes her car to Sewell even though Classic is much much closer. Sewell offered her a decent deal when she purchased the car a few years ago. She probably could have got a better deal, but they had the car she wanted on the lot.
Am looking around the DFW Market and not much available, unless i want to spend $140K. At that price point i would have a lot of other options.
What else are you considering? I ordered a car as I could not find the color combination even after having a dealer perform a national search. I was considering the new MB S Class, but the decided to go with the M5. I never considered a sports car. I have had my fill of climbing out of small cars and need the space of a sedan.
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      02-19-2021, 05:08 PM   #15
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simple solution , pick your car up , drive it till they contact you upon arrival of part
then have job done
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      02-19-2021, 05:09 PM   #16
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Quick update - they found my part at the local fedex warehouse. positive movement in the right direction. they dont know when fedex will deliver due to the storms in dallas this week but am hoping they can get it to them monday.

On a positive note I guess the advice of being a squeaky wheel worked so thank you!
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      02-21-2021, 07:36 AM   #17
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Quote:
Originally Posted by TrevorM3 View Post
working in the auto industry, i've learned getting parts are a disaster. all sorts of reasons.

i waited 6 months for an aston martin fender before.
This is a fact. Same issue with Porsche.

Just wait it out. Not like they don’t want to give the car back and get paid!
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      02-21-2021, 08:00 AM   #18
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I don’t doubt the supply chain for parts is more complicated due to Covid and other issues. My suggestion to email service dept manager and dealer GM is only to make sure the communication issues improved. Seemed to me part of the OP’s frustration was a lack of information or clarity as to what was going on, or the potential timeframes and outcomes.
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      02-21-2021, 09:03 AM   #19
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I believe life is about expectations. For me, I have found calmness when dealing with others because if I realize someone is an idiot, or lazy or mean I never expect anything less of them, and thus their behavior doesn't bother me. The moment it does I realize I'm slipping back into unrealistic expectations and forgetting their limitations.

If this is a dealer you have a history of similar interactions, whether good or bad (you are the judge), you have to expect more of the same. If you are cool with it, no stress. But reasonably so your expectations are higher, thus you need to either lower your expectations or find a new dealer that will meet your expectations, if that exists near you. If another dealer is a lot further, now it's a balancing act of lowering your expectations vs convenience.

I hope this is not a useless post, but hopefully maybe it's a different view that gives you the approach to make this ownership experience less stressful?

Good luck mate.

Cheers,
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      02-21-2021, 10:29 PM   #20
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Any longer I would have started asking questions about payments for a car that you you're not being able to drive. Don't care if they provided a loaner or not, it's not the car you're paying for.

Either way hope they get the part installed soon.
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      02-22-2021, 10:08 AM   #21
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Quote:
Originally Posted by e46e92love View Post
I believe life is about expectations. For me, I have found calmness when dealing with others because if I realize someone is an idiot, or lazy or mean I never expect anything less of them, and thus their behavior doesn't bother me. The moment it does I realize I'm slipping back into unrealistic expectations and forgetting their limitations.

If this is a dealer you have a history of similar interactions, whether good or bad (you are the judge), you have to expect more of the same. If you are cool with it, no stress. But reasonably so your expectations are higher, thus you need to either lower your expectations or find a new dealer that will meet your expectations, if that exists near you. If another dealer is a lot further, now it's a balancing act of lowering your expectations vs convenience.

I hope this is not a useless post, but hopefully maybe it's a different view that gives you the approach to make this ownership experience less stressful?

Good luck mate.

Cheers,
e46e92
^^^ Such great advice. Thanks for posting.
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      02-22-2021, 12:08 PM   #22
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Quote:
Originally Posted by AHall View Post
What else are you considering? I ordered a car as I could not find the color combination even after having a dealer perform a national search. I was considering the new MB S Class, but the decided to go with the M5. I never considered a sports car. I have had my fill of climbing out of small cars and need the space of a sedan.
I can't help but comment that your [AHall] signature states that you drive a 93 Nissan 240sx. Do you use that for the track or is that your daily driver? I thought your comment was interesting... "fill of climbing out of small cars"
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