Attitude at BMW dealership

[tekmoe]

Beautiful morning with a crisp cool wind at a very pleasant 55 degrees. Seat warmer on, top down, and luscious exhaust fumes simmering from the tail pipes. I set off to the BMW dealership where the original owner had purchased as well as maintained the roadster.

I get there, bright eyed and bushy tailed, and walk up to the service desk. As soon as the lady makes eye contact with me, she does a 180 to the printer behind her. I ask kindly, "Ma'am, would it be possible to provide any service history on a BMW vehicle, please?" She says to me, "Are you the original owner?" I explained to her that I had purchased the vehicle at the dealership right down the street from them. She then replied, "We can't give you the service history. Sorry." I firmly replied back, "Yes you can. I spoke with a very nice young lady over the phone who works here at your dealership and she was able to provide service history details. All I'd like is either a screen printout of the service history or if you could even tell me what the service history, e.g., mileage, dates, what work was performed, etc., so that I can write it down." She then rudely said, "Talk to a service advisor," as she pointed across the room. The other lady sitting next to her even mouthed off some comment but I was so pissed that I don't even remember what she said.

I walk over to a gentleman's office as he is working. I say, "Sir, excuse me but I was wondering if you could help me." I explained to him the situation and not even 3 minutes later I had a screen printout of the entire service history of my new car. What a guy! I couldn't thank him enough and walked out of the dealership cheerful yet sincere.

I'm still upset about the attitude that wench had with me. Is this common for BMW dealerships to act like this? I mean I wasn't dressed like a bum or anything. And I know I didn't stink.

[onebluemcm]

Originally Posted by tekmoe

I'm still upset about the attitude that wench had with me. Is this common for BMW dealerships to act like this? I mean I wasn't dressed like a bum or anything. And I know I didn't stink.

Yes. It's the big, ruptured zit on the ass of BMW. It's unfortunate. I had an identical recent experience with a service advisor or whatever they are called. It was as if I was totally inconveinencing him because I had flesh and was breathing, not to mention I had a car question for him.

If you are lucky enough to find a good, honest, knowledgable person at a dealership, do whatever you need to to always talk to that person. It will save you from frustration enough to make you go postal....

[jra]

Silence is a woman's best garment

[Finnegan]

Sadly it does seem that a lot of folks have had a similar experience tekmoe--with this or with service/warranty work. And heaven help you if they actually have to work on the engine during a warranty repair since most have eliminated the mechanics (people who know how cars work and have mechanical experience) and left only the "service techs" (paint by numbers computer guys)!

BTW, your best bet for any issue is to be fully informed, and this board (and the search feature) are great tools for that. Being fully informed really gives you an edge over the typical person if the dealer is trying to hose you. That and getting on friendly terms with your SA and the head mechanic go a long way to ensuring a good experience.

It really damages the brand--but if you hang around here long enough (or on the M3 board) what you discover is the BMWNA has very little influence/control over dealerships. This is sad, as it leads to uneven application of warranty work, customer goodwill work, and general dealership attitudes, appearance, and customer focused attitudes. It really reflects on the brand and customer loyalty.

I've never experienced that with our BMW dealership or the Porsche dealership (Niello). Both seem to go the extra mile with service--and gasp--they actually employ mechanics (people who have been working on cars for years and know how things actually work) and not "technicians".

For example, I bought my car used from the dealer. It came with an aftermarket Ipod adapter the original owner had installed which wasn't working. I took the car in for another niggling issue (which they fixed) and they tried diligently to fix my Ipod adapter. Coded and uncoded the ECU to try and fix it, and they even took it to their aftermarket installer (called to get permission) to have them try and fix it.

They didn't succeed, but I was pleasantly surprised by the effort they put into trying to fix it. I think it really went above and beyond given it was aftermarket and all). Not only that, but they gave me a Cayenne (not some Enterprise POS) as a loaner.

Funny how this all works. Between my wife and I we've bought 4 cars from these two dealerships. I wonder why that is? (Well, they're pretty reasonable in terms of making good deals too, and that doesn't hurt. But if they were d***s about service or had a poor attitude I certainly wouldn't be back for a repeat sale).

[ebruder]

My experience has been the exact opposite of the OP's. My dealer, BMW Cleveland, has treated me absolutely perfectly every time I have been there. This relates to original leasing, service, and purchase off lease.

One time as I was waiting for a minor service (maybe an oil change), the owner of the dealership(s),Jeff Davis, who besides BMW has Jag, Land Rover, and Maserati stores on the same "campus", came up to me to offer to get me a bottle of water or cup of coffee. His customer first policy pervades the place, and he does VERY well besides having as his DD a Z8.

EB

[Serious]

they are all like that.

[M_Six]

Originally Posted by Finnegan

Funny how this all works. Between my wife and I we've bought 4 cars from these two dealerships. I wonder why that is? (Well, they're pretty reasonable in terms of making good deals too, and that doesn't hurt. But if they were d***s about service or had a poor attitude I certainly wouldn't be back for a repeat sale).

I had to bring the '05 X5 back after a month of ownership because the windshield leaked air at around 85MPH windspeed (so it would buzz at 65MPH with a 20MPH headwind, etc). Was driving me nuts. It also had a small issue with the right side mirror, which turned out to be a faulty mirror motor. The dealer removed and resealed the windshield and replaced the mirror motor and didn't charge me a cent. I expected to at least pay the $50 CPO fee. These guys have always been decent and fair with me, which is why I've bought 5 BMWs from them. Good dealers are hard to find, which is why I drive nearly 100 miles to Isringhausen in Springfield when there is another BMW dealer less than 2 miles from my office.

[Huz-Z]

Ebruder - Ditto!! I bought my OEM wind deflector from BMW Cleveland's online store and I found the guys to be great - and I live in Canada, so I'm not a local as far as they are concerned.

Up here in Canada I've had my car serviced at BMW Halifax. The quality of service was top notch, and they have always treated me in a friendly, courteous and professional way. Same goes for their parts guy as well. So, there are excellent dealers out there.

[Endless619]

I have gotten nothing but great service with my two BMW M cars. Infact the SA manager and I shot the shit for about 40 mins while I was waiting on my car. They did some things for free on my car and come to find out he was in the same military service as I so that was interesting. Nothing but polite. I did stay away from a couple BMW dealers I heard had bad CS.

[bdejong11129]

Got to say htat when I was looking to buy my Z from out of state I called the BMW dealership in Dallas where the carfax showed the PO had bought the car and also serviced it. The SA walked me through the whole history, ON THE PHONE, with no hint of being rushed at all. He was excellent, I hope my local dealer is just as nice since I am thinking about having a few options coded to the car soon.

Best thing to do is when you get bad service is to get the manager involved right away. Put the offending person on the spot and hold your ground in a sincere and mature manner. If the manager doesnt fix it on the spot then go over his head, chances are you will find someone who does care and the issue will resolve itself after you leave. I know that for me I dont tolerate poor attitudes in dealership ever, if they are inconsiderate I immediately make myself known to the manager...Works 95% of the time and its a great oportunity to ask for additional little things like a history report or a quick code scan just "to make it right"

[silversprint]

I had a bad service experience at a local BMW dealer performing Inspection II on my car. It was the dealer that I have purchased 3 BMWs from. I don't think they will get my business again.

I took my business to another dealer who treated me exceptionally better.

[doozyj]

OP. Talk to the Dealership Director/Manager and explain to him about the snobby/rude treatment you received. Be calm when explaining and let him know that you believe he would want to know if any customer he had was dissatisfied with their service. I have done this at a Nissan Dealership once and received my next oil change on the house from Customer Relations.

[RBull]

So far for my couple of warranty visits they've been fine for me as well. I may feel differently once the meter has to start running as I know they're very expensive.

Originally Posted by Huz-Z

Ebruder - Ditto!! I bought my OEM wind deflector from BMW Cleveland's online store and I found the guys to be great - and I live in Canada, so I'm not a local as far as they are concerned.

Up here in Canada I've had my car serviced at BMW Halifax. The quality of service was top notch, and they have always treated me in a friendly, courteous and professional way. Same goes for their parts guy as well. So, there are excellent dealers out there.

[nmulax]

Originally Posted by jra

Silence is a woman's best garment

+1

It's cute how they think they have anything to say worth hearing.

[esqu1re]

It's unfortunate that you get that type of service at a premium marque dealership.

[MinneapolisJeff]

Originally Posted by nmulax

+1

It's cute how they think they have anything to say worth hearing.

the front desk concierge here isn't even that great looking first time in their new building she kindly told me where the parts dept. was...after waiting 15 mins for an associate I walked back and asked her to find someone please...of course she did nothing but continue her nails

useless. eye. candy.

[Hawkeye]

Originally Posted by nmulax

+1

It's cute how they think they have anything to say worth hearing.

Even though I don't consider myelf sexist, I find this hilarious!

The old SA at my dealership was exceptional and I always left satisfied... the new one, however, has disappointed the last 3 times I have been in for service (not all for my BMW) so I will be taking my vehicles somewhere else from now on, or doing them myself.

Hell, they managed to disconnect or break my parking brake cable on my Titan while doing an oil change and tire rotation recently (unless it was just a mad coincidence... which I find very unlikely)

[SHEEDI]

It Is Common Problem At Bmw They Suckkkkkkkkkkkkkkkkkkkk

BMW = BIG MONEY WASTED