[firewired]

After four BMWs and being on the wait list for the E90 M3 at two different dealerships I have really started having doubts if (in my case) the E90 M3 is a good decision for me. I would really appreciate any insights.

I have been really looking forward to the next generation V8 M3 for some time, but am starting to have second thoughts simply because my dealership (San Antonio BMW Center) sucks so much. I love driving BMWs, reading Roundel, being a BMWCCA member. I currently have a 545 and the M3 cab, and have had to start driving an hour and half to Austin (great service!) in order to get decent care. I am a physician, and the time commitment this entails is starting to get old.

My dealership used to be pretty awesome with satisfaction scores in the high 90's and over the last few years they have fired four service managers as well as most of their experienced technicians have left. Their scores are now somewhere near the 60's,

I don't want to make this post too long or whiney but to give you a brief idea of the service on even one occasion. Though this level of poor quality is the norm for my every visit there. The dealership takes six days to perform a level one service. When I picked up my M3 from the level one service the hood started to come up on the highway because they hadn't latched it! When I got home my engine was covered in oil, not because they left the cap off, but because from what I suspect the valves being over-tightened during the service, leading to my vanos and timing chain being broken, and the oil on the engine. Had to go back for another few weeks. You can never get anyone on the phone, they usually don't return calls, you have to drive over to speak to someone, and even with an appointment a month in advance in order to get a loaner, on arrival you are told 9 times out of 10 that no loaner is available. Since September of this year with most of the time spent sitting in their parking lot waiting for an available bay, each of my cars has spent 26 days at the dealership.

I have tried to take every action I can think of: I called BMWNA, emailed them, written them letters, and given poor customer satisfaction scores. So I am starting to think I would be insane to continue down this road with another BMW until there is an alternative or the dealership improves. I have had to start looking at the offerings from Mercedes and Audi for my options when I probably never would have otherwise.

How does everyone else feel? Does anyone have any other ideas of who to contact that could make a difference? interestingly enough, Mercedes here in San Antonio, also had horrible service for the same reason; no competition locally. Mercedes just allowed another dealership locally who pride themselves on their customer service and now the old dealership is now bending over backwards to retain customers.

[jcoo085]

It all comes down to how much you want an E90 M3. If that's what you really want, then suck it up and hope the situation approves or go to another dealer. If you're willing to drive something else, then by all means don't settle for poor service or the inconvenience and choose another brand.
If I had the option, I would wait for the M3 and in the meantime speak write as many letters as possible and try to to personally speak with someone who has the power to do something (the owner of the dealership for example). If all else fails, I would go to the other dealer.

[firewired]

I appreciate the response, I had thought about contacting the owner of the dealership, but after speaking to quite a few employees, the owners are the source of the problem. The attitude from start to finish is, "we have more business than we know what to do with." Quality customer service is their last priority.

[StewtheBassman]

I think I had read about San Antonio at bimmerfest...could that be?

I would simply go to a differrent premium brand. It's service that killed my GM loyalty, and if the local BMW joint were th only one and gave me bad service I'd split for another brand too.

Premium brands are supposed to recognize the Value of successful peoples' time, and your experience has been poor, to say the least. Competition breeds excellence, sounds like there is a Mercedes in your future! (AMG, eh?)

edit: I really would speak to the owner first, if at all possible, before ditching your dream car...

[StewtheBassman]

We Canadians are famous for voting with our wallets.

[jcoo085]

Even if it's the owner, I would still speak with him/her/them and do it in person if possible (schedule an appointment or whatever it takes). If you can't, then at the very least try to get him on the phone. After the meeting/conversation, whether you feel satisfied or not, follow up with a letter or fax (not email). Explain your outlook after the conversation (satisfied/unsatisfied etc).

In addition, have another course of action such as speaking with BMW Group NA. It's up to you whether or not you tell the dealership owner about this. But if you do, don't threaten. Unless you live near their HQ, it might not be practical to make an appointment with someone there so give them a call. If you live close enough, try and meet with someone. With the head office, again go as high as possible. Don't settle for a call centre rep. They're able to answer questions etc but they're not really in a position to do anything except start another file and pass on a message. After speaking with someone high up in BMW, get their direct contact details and again follow up the phone call with a letter or fax detailing whether or not you are satisfied.

Most importantly, never start with a letter/fax/email. These are very easily filed away and forgotten about. Someone in your office or on your phone can't be ignored so easily. A letter after meeting/speaking with somone has more impact because they can put a face/voice to the name and you become a person, rather than just a reference number.

At the end of the day, what have you got to lose except time (and it's not like the new M3 is available now so there still is plenty of it)? If BMW tells you to piss off then definately go to another brand. Don't let bad service get in the way of what you want and if it does don't be a spectator! Do something about it!

Sorry for the long post but good luck and I hope everything works out....

[Daytona_John]

Just thinking outside the box...could you possibly have your BMWs serviced by a non-dealer, BMW specialist? In a larger city like yours, I'm betting there is an independent BMW garage, or perhaps German car specialist you could try?

[LEDZEP]

I disagree with the popular vote. If you are spending this much money and are having this bad an experience then it's time for a change. My first thought would be a change in dealerships! Not getting any satisfaction from BMWUSA is disappointing though, and that would make me start brand shopping.

BMW makes a great car - but they don't make the only great car. In a way, its good for them to lose some customers for reasons like this. Just make sure they know why you left!

[ksfrogman]

I agree that it all centers around how badly you want the e90 M3. I was told by my dealership guy that it may take quite awhile (i.e., 1-1.5 yrs?).

IMHO, even 2 years goes by so quickly that I'd hate to see you regret having something else by the time the e90 M3 is released. It's torturing to wait, but hey, both you and I have had at least 4 yrs of undergrad, another 4 yrs of professional schooling, and another 3+ years of residency. Another 1-2 years isn't that long.

Ever consider the M5? Did you see this month's Car & Driver 3 car comparison?