AUTOBAHN BMW Fort Worth ragged my car and wrecked/totaled it on a test drive! [case now closed - after 16 months...] - Page 66 - BMW M5 Forum and M6 Forums

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Old 11th September 2010, 16:43   #651
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Originally Posted by Sharpie12 View Post
I actually don't take my car in to the dealer for things like oil changes or minor things because I don't trust my car there. I only take my car in if I asbolutely need to. I have a great indie BMW shop in Chicago that I'm glad I found
Hey Sharpie12-- I'm in Bloomington just south of Chicago & need to find a good indie. Would you give me the name of your shop?
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Old 11th September 2010, 17:34   #652
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Hey Sharpie12-- I'm in Bloomington just south of Chicago & need to find a good indie. Would you give me the name of your shop?
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Old 11th September 2010, 19:31   #653
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It is my opinion that the dealer concept unfortunately is flawed. Reason being when you never see (for the most part) who did the work on your car, nor show you what they did and then one pays at a window to someone who knows nothing about what was done nor cares. This has always not sat well in my mind. Frankly the dealer imo truly doesn't care whether you're happy. They get their money from the manufacturer and if you never come back they really do not care.
This system can and does promote crap work and loss of honesty. No one really has to face up to the customer.
When the guy who does the work has to look at you in the face and take the money from your hand, this has to promote honesty and integrity (unless he's totally pathologic). The private owner of a shop has to care because it's his business to protect. He needs you happy he wants you back and tell others.
A good indy shop is invalueable.

My 2 cents

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Last edited by kees; 11th September 2010 at 21:30. Reason: Removed political-oriented joke which while funny to some is not so funny to others
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Old 11th September 2010, 20:25   #654
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Quote:
Originally Posted by M5Ranger View Post
It is my opinion that the dealer concept unfortunately is flawed. Reason being when you never see (for the most part) who did the work on your car, nor show you what they did and then one pays at a window to someone who knows nothing about what was done nor cares. This has always not sat well in my mind. Frankly the dealer imo truly doesn't care whether you're happy. They get their money from the manufacturer and if you never come back they really do not care.
This system can and does promote crap work and loss of honesty. No one really has to face up to the customer.
When the guy who does the work has to look at you in the face and take the money from your hand, this has to promote honesty and integrity (unless he's totally pathologic). The private owner of a shop has to care because it's his business to protect. He needs you happy he wants you back and tell others.
A good indy shop is invalueable.

My 2 cents

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+1 on that....I USED to have a dealer that when your car needed service the process was as follows:
1: Call service dept. actually speak with a person and get appointment ASAP
2: You had an SA that you always dealt with....you conveyed the issues and left it to them
3: SA would call you same day, explain what was wrong...course of action...and cost time frame to fix.
4: When you picked up the car, the Tech who worked on it brought the car to you and in the SA's presence explained what was done and what you might consider doing.....it was my experience that for some reason I always had the same tech.
5: Pay the person at the window....that never changed ...lol
Now the dealer that I bought 7 cars from from 95 to 06 is owned by a conglomerate and that type of service has long disappeared.
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Last edited by kees; 11th September 2010 at 21:31. Reason: Removed political-oriented joke in quoted post
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Old 11th September 2010, 20:36   #655
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Deleted off-topic posts.

Just a reminder that we've banned discussions about politics and religion for exactly this reason.
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Old 11th September 2010, 21:18   #656
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Old 11th September 2010, 21:25   #657
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Originally Posted by M5Ranger View Post
It is my opinion that the dealer concept unfortunately is flawed. Reason being when you never see (for the most part) who did the work on your car,

I had a relationship with the SA and the technician that used to work on my M5. Just got an X5, have a new SA but the same tech. First name basis. Usually make it a point to talk when I visit.

It is viewed as VERY unusual. You could feel the rest of the SA's kind of looking "Say, why is that greasy tech up here talking to one of the customers....".

it makes all the difference in the world, IMO. (Although it does help to be able to engage in a technical discussion about the matters at hand...)

But even a "Hi, just wanted to thank you for working on my car" is appropriate...

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Old 11th September 2010, 23:47   #658
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My SA from Hendrick BMW in Charlotte, would have one of his associates come by my house drop off a loaner and take my X5 in for service. He would be in constant contact with me and let me know of any issues and scheduled a specific time to pick up my X5, and drop off the loaner. Now that's service. Hendrick BMW runs a tight ship with no extra added services like taking your bimmer for a joyride and trashing it.
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Old 12th September 2010, 00:33   #659
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Quote:
Originally Posted by M5Ranger View Post
It is my opinion that the dealer concept unfortunately is flawed. Reason being when you never see (for the most part) who did the work on your car, nor show you what they did and then one pays at a window to someone who knows nothing about what was done nor cares. This has always not sat well in my mind. Frankly the dealer imo truly doesn't care whether you're happy. They get their money from the manufacturer and if you never come back they really do not care.
This system can and does promote crap work and loss of honesty. No one really has to face up to the customer.
When the guy who does the work has to look at you in the face and take the money from your hand, this has to promote honesty and integrity (unless he's totally pathologic). The private owner of a shop has to care because it's his business to protect. He needs you happy he wants you back and tell others.
A good indy shop is invalueable.

My 2 cents

Ranger
My dealer (which oddly has a BMW monopoly in my state) feels a competitive threat from Mercedes Benz, Lexus, Ferrari, Lamborghini, Lotus, and Maserati which are all literally across the street from them. The SAs also want their incentive money, so they try to keep you happy.

When I need service, I call and schedule an appoint with my regular SA. I've tried a few guys at my dealership and I've got one that works very well for me.

They know me by name as I have been buying and servicing cars from them for 10 years (and my M6 is rather distinctive I will admit)

When the car is done, I again deal with my SA (I rarely see the mechanic but that's OK) and he takes my credit car on the rare occasions when it was not fully warranty work. I never have to go to the cashier. I just wait at the SA's desk which he runs the card, etc.

While they rarely offer loaner cars, they do have a complimentary shuttle which takes me to my work location while the car is in the shop. Picks me up later that same day when the work is done.

So, not all dealership are uncaring cut-throats who only seek to take advantage of their customers. But there are plenty of those out here too, just not BMW of Honolulu. I realize I have a better experience with them than some friends of mine have had with them. But my expectations are reasonable and I have built up a relationship of trust with the folks there.

Sadly the OP of this thread does not have that going on with the "crash dealership". Every SNAFU affords a dealership an opportunity to either make a more loyal customer by going the extra mile to make things right, or they can make a bad situation worse as they have done in this case.

Sorry to ramble on so long...
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Old 12th September 2010, 04:11   #660
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After reading 67 Pages, I have decided to buy an AMG Mercedes. Good Luck to the OP.
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