Whether the 03s include an oil change at the 1200 mile service has been a hotly debated topic on some other threads. The service booklet clearly states 1200 miles includes an oil service, so many on the board were moved to ask -- how could you NOT get one? Here was my experience yesterday:
9am: Took car to Peter Pan BMW. No loaners for this service -- annoying but consistent with other area dealers. Advisor (nicole) is extremely helpful, informs me that it includes an oil service.
2pm: A voicemail at work that car is done but it turns out oil change is not included. I call the SA and debate the issue. We leave it that she will have them do the oil service (as I want it regardless) but I will show her the proof in the form of the service booklet when I pick up the car.
4pm: Arrive to pickup. I show the SA the booklet, and she shows me their checklist which says only the M3 gets oil service. I point out that it's pretty reasonable for me to expect an oil service given that my booklet says so, and she agrees and takes it to her manager. Now it all goes downhill!
The manager (Daren Ferguson) is generally fairly rude and abrupt in his dealing with me. He says that my 1200 mi service does not include oil, PERIOD, and points out that the service booklet clearly says that all contents of the service plan are subject to change at BMW's discretion.
I'm a little hot under the collar at this point -- while it does say subject to change, I think it's reasonable to expect that anything that is clearly beneficial to your car, and is spelled out as a benefit, you could could reasonably expect to get. He is adamant that it says subject to change and this is my tough luck. His tone is the one you use with someone who is trying to pull on over on him. I ask him "How would you feel if you just had your oil changed, your service booklet says it's included, and a dealer was dinging you $95 for it?" His response, I quote: "I think I'd be fine with it."
I then ask for:
1- "What's the technical reason for this change?" answer: "No idea"
2- "What other things that I've been promised on service have been taken away at this point?" answer: "don't know"
He points out that it could work both ways -- stuff could be added instead of taken away. "Can you give me an example of an add?" "No"
I get BMWNA on the line to clarify. "Jason", who's not entitled to give me his last name, agrees with me that a 1200mi service includes an oil change. When I put the SA on he changes his tune, then clarifies that he thought I had said 12,000mi service!!?
I pay, I leave.
Morals of the story:
1. BMW has found a good way to destroy a lot of goodwill one week into my first $75,000 purchase of one of their cars. When everyone inevitably asks me, how's the car, my immediate thought is: great drive but it's no lexus in the service department!
2. Don't go to Peter Pan BMW for service if you want an organization that's going to go to bat for you on warranty service, as many have had to do with clutches etc.
I acknowledge that PPBMW is in a tough place -- if BMW won't pay them for the service, then it's their nuts in a vice -- BMW has told us your dealer will do this, and then forces the dealer to be the bad guy because he can't get paid for it. BUT, the service manager (1) didn't need to be a jerk (2) could show some empathy (3) could make at least a token fight for me.
Josh
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