Good Service From BMW Dealers?? - The Unofficial BMW M5 Messageboard (m5board.com)

RobertAllen · 13th April 2003, 20:34

I've read a number of posts on this board about poor BMW dealer service, and I'm starting to wonder why good service from BMW dealers seems so hard to find. True, their product is unquestionably superior, and they've learned that a lot of us are willing to endure sacrifices to keep driving the best cars on the road (such as paying MSRP or above; waiting for months on end for delivery; tolerating BMW-proprietary hardware that's often not compatible with desirable aftermarket products, such as cell phones, et. al.), but I can't believe that BMW isn't smart enough to know that poor customer service will eventually chase away even die-hard fans of their products.

After purchasing my Beast overseas in 2001 (I was in Germany for about 18 months while working for the US government), I brought it back to the States last fall. Since then, I've taken my Beast into two central Florida BMW dealers within the past six months (once for periodic maintenance and once for SES light), and I've yet to drive away completely satisfied.

At the first dealer (in Melbourne), no BMW Service Advisor was at work when I arrived, and it took me over 30 minutes to finally get someone in the Service Dept who knew enough about BMWs to satisfy me that all of the period maintenance requirements were going to be satisfied by the dealer that day (no one I could find even knew what those requirements were!). Further, "the service advisor" on duty didn't want to stamp my BMW Service Book, as they were a VW "service advisor" (the dealership is a multi-franchise operation). Fortunately, a BMW service technician came over and salvaged the situation. He knew his stuff and he did a good job on my car, then ensured my book was stamped. When BMW later called me about my service experience, I explained what happened and asked for a call from the dealership's management, so that I could be sure I wouldn't have problems there again. I never heard back from the dealer. While the service technician did a good job on my car, I was disappointed that the dealer apparently didn't seem concerned about the unsatisfactory experience I'd had.

The second time around, when my SES light unexpectedly came on, I decided to try a new dealership (in Winterpark) about 40 miles away. I called ahead to the dealership, spoke with the Service Manager for about fifteen minutes (during which I explained to him my problem with the previous dealer and my sincere hope that I would receive good service from his service department), and made an appointment for the following Saturday at 10 am. The Service Manager knew that I was coming to his shop from out-of-town. When I arrived for my appointment, I learned that the Service Manager was off that day. The Service Advisor on duty informed me that they were running behind schedule and that they couldn't even look at my car until after noon. Further, I was told that if I didn't leave my car with them right then, my car couldn't be serviced that day. I told the service advisor that I had no problem with that, but needed a loaner as I was from out-of-town and had a guest with me. That's when I learned that (a) to get a loaner I would have had to request one when I made my appointment; and (b) in my case it wouldn't have made any difference what I'd requested, as that dealership didn't provide loaners unless you'd originally purchased your car from them. Although I explained that I'd purchased the car overseas before recently moving to the area, I got nowhere, even after explaining the situation to the Sales Manager (who was the only "manager" working there that day). I was appalled. The BMW dealership I'd gone to in Germany certainly hadn't treated me so poorly and I'd never had a problem getting a loaner from them. As I had a visitor with me and could not wait several hours for them to look at my car, I left without having my car serviced. Not only was I surprised and disappointed, my visitor was, too. He told me that he got better service at his Ford dealer and that he'd never have believed that BMW offered such poor, rude service to people who'd purchased $70K cars. As for my SES light, I researched previous posts on this board, and after I tightened my fuel cap, the SES light went out.

Although I've only had direct experience with two stateside BMW dealerships, the overall impression I received from both of them seems to reflect a common thread that I've detected in many of the posts I've read on this board from dissatisfied Beast owners -- dealer arrogance. It almost seems like the dealers aren't worried about loosing us as customers, as there are lots of others who want to buy their products. Further, they seem to believe that, as we can't get warranty service elsewhere, we will eventually have to come back to them, regardless of the poor service we may have previously received. Frankly, the unsatisfactory service I've thus far received has made me question my decision to buy a BMW. While I absolutely love the car (it's far and away the best car I've ever owned, or even driven!), I'm concerned about where to have the car serviced. Accordingly, unless I can find a BMW dealer that will treat me right I'm seriously leaning toward buying a Lexus or Acura as my next car. Even though neither of those companies makes a product that's even half the car my Beast is, their dealerships are reknowned for pampering their customers. Can anyone think of a way to get it through to BMW that the poor service provided by some of their dealers are driving away loyal customers? I can tell you that if I could find a BMW dealer that treated me fairly, honestly, and with respect, I'd never buy an other brand car than BMW (even though I'm pretty unhappy with the Bangle-ization recently perpetrated on their cars, but hopefully that will soon pass).

In my particular case, I'm also starting to wonder if I'm having a problem because I bought the car overseas. Has anyone else experienced problems getting good service at a BMW dealership because they purchased their car from a different city/state/country? Has anyone received really good service from a BMW dealership in central Florida? If so, I'd sure like to hear about it so I can take my car there.

gsfent · 13th April 2003, 23:50

Robert
I have had good luck so far with Braman in West Palm Beach, a dealership that has never in the past had a good service rep. I am second owner, orignal owner did Euro delivery, but all service at Braman since it was shipped back (which Braman seems to be treating as purchased there). My SA recognizes the M5 and its investment and I think perhaps there is better treatment because of it. I had a clutch replaced under warranty recently, no hassle. The dealerships now get additional $$ if their CSI is high, the SA reminded me on numerous occassions to please give "5's" when the follow up telephone survey was made. Yesterday I drove by to replace a burnt out front turn signal bulb. No appointment, no wait, a service tech took care of it in 5 minutes, replaced socket (known problem) and bulb. Only charge was the tip I gave the tech. Very satisfied with service so far.
Regards,
Jerry

jeeperjohn · 14th April 2003, 00:32

I think you are right about the dealers knowing that other people will buy the cars if you don't until they have the poor service from the dealers. It's a wonder that they are able to stay in business. If this poor service and arrogant attitude is wdiespread, we should call BMWNA and file the grievance every chance we get to show the corporate guys how bad it is.

Maybe they need a wake-up call to clean house from the inside, instead of driving off the customers.

In addition, if all the customers file complaints with the Better Business Bureau and the Bureau of Automotive Repair (BAR, only in California), it would put additional pressure on the dealers and the corporate guys to make some changes.

It shouldn't be that a customer gets good treatment after a complaint to appease him becasuse of corporate pressure on the dealer, but before it becomes a complaint.

It might help if we come up with a simple way for us to create a log of all of the complaints of poor service noting the customer, dealer, and problems that we could forward to the corporate guys (top, middle, and regional). A simple spreadsheet that we could log onto and input the complaint that would be forwarded via e-mail to corporate guys on a weekly basis might be a step to solving the problem.

Hopefully the message from the customers to corporate won't be diluted when it is delegated to suboordinates to make changes or investigate the dealers.

What do you guys think of doing that?

John

Stem · 14th April 2003, 05:31

Try Reaves in Tampa.

kwalls · 14th April 2003, 11:39

Robert
I think the recommendation by jeeperjohn is the only method that will receive real consideration by BMWNA who in turn should respond with corrective action at the dealer level. As long as BMW has it's reputation in tact and a desire from the general public to purchase its products nothing will change the status quo.
With regard to purchase overseas, I assume you used a German dealership for the original purchase. This is not the same as a Euro delivery program that is managed by BMWNA and considered the same as a US Dealer purchase. I know from personal experience that bringing a car back from Europe as a private purchase (not part of existing BMWNA plans) can be challenging with the wrong dealership. However, we all are still protected by the rules and regulations that jeeperjohn eludes to in his suggestions for recourse.
Ken
ps I agree, the dealer support from German dealers seems to be far better even with the language barrier problems.

JJJ · 14th April 2003, 11:39

My local dealer isn't much better either. The thing that really bugs me is that you can rarely get through to the service reception on the phone.....and although reception takes your number, you never get a return call........that's either plain rudeness or bad proceedures, either way it equals poor service.

I wonder if things would be better if they turned the CSI $$ around? Gave you a discount next time instead ??

Silverstreak · 14th April 2003, 15:51

Braman - I bought my car from them and had the exact opposite experience. Last time I brought the car for the SES light. It took me 2 weeks to get an appointment. I asked for the first appointment of the day - which was 7:30. When I called later that day they told me that hadn';t looked at the car yet. I asked how that could be if I was the first one in. They told me because of the backup from the previous day.
I also showed them the detioration on the rims. They acknowledged it was happening, but it was not "severe" enough to warrant a replacement.
No high "5's" here.

TonyS555 · 14th April 2003, 16:24

Aside from the fact that both dealerships are 100 miles away from me, I've had very good experiences with MidWestern Autogroup and Kelly BMW in Columbus, Ohio.
No problem getting a free loaner from either place, despite the fact I've never purchased a vehicle from them.