Service Issue I had - The Unofficial BMW M5 Messageboard (m5board.com)

ajcut7 · 8th August 2007, 23:06

So I brought my car in yesterday because there was a knocking sound in the dash when I went over uneven road or over bumps. This same thing happened in my 645 so I believe it to be a regular issue, i was told the first time it was the suspension(struts) that had become loose and needed to be tightened. When I got the car back this morning my reciept said Mileage in 3278 which is correct/mileage out 3279 when in fact the odometer read 3283. When I asked my service adviser he said that the mileage readings are never accurate and he almost always just adds one mile for the paperwork. Also my MDrive settings were changed from P500 S, DSC off, S6 to P500S, DSC on, S5. I know when I got the car the MDrive settings were P400, S3 if I'm not mistaken, but it certainly wasnt P500S, so i know that they didnt reset the computer the settings were manually changed. When I asked my service advisor who may have driven it he said that he was present in the car when they did the road test, but he was clearly making up the story as he said they went up 11th ave towards 125th st and then back, but he did not believe they put 5 miles on the car, he said maybe the mechanic test drove the car before he had gotten in it. He was tripping over his words when I asked him about the road test which is why I said clearly lying. I am going to make an issue about this when I get the customer service call but what do you all suggest as the best course of action. They are the only convenient service center for me but I hate to think that everytime I drop my car off I have to worry about some schmuck joyriding.

snowball · 8th August 2007, 23:18

I can't believe you are so upset over 5 miles when they need to make sure they fixed the sound caused by something loose. Geesh. Also, when you hit the SA with bad ratings it can also affect his paycheck, as most dealers in the U.S. pay bonus, etc. on the SA's ratings. I'd save your hit on him when you have something serious, as you will now get him on your bad side. Get a good relationship with a good SA and you'll get better service.

LI-M5 · 8th August 2007, 23:35

anthony i agree with snowball , i too would be pissed but since they are the only one's around you may not wanna piss them off !! i used to go to a dealer and they would pull the ratings from those cust serv calls before they spoke to you !!

just somthing you wanna keep in mind !!

Audioguy · 9th August 2007, 07:02

It ridiculous for us, the buyers of these $100,000 Plus cars to have to tolerate, and tip toe our way around service advisors, and dealerships!
I'll tell you what, the treatment is more honest, and respectful driving a Hyundai.

I have gone through the same drama in the past, liars, joy riders, BS artist, charged for work that was never performed..... it goes on

At the end of the day, I found the right service tech, and established a relationship with him directly.

He is now the only one that works on my car, and he knows I appreciate the good work. I’ll periodically take care of him to show my appreciation.

I breathe easy these days, I hope you can find happiness in the sea of poor costumer care..

-Audio

holmesmd · 9th August 2007, 15:52

I agree with Audioguy. I have done the same and now have on dedicated M-Tech. He even threw in my pulley. I think 5 miles is pretty reasonable given that they need to road test the cars. If it's such a big deal to you, speak to the Service Supervisor BEFORE you give them the keys. Let him know what your expectations are regarding mileage and let him know that you will be scrutinizing it when the car is returned. It sounds a bit paranoid to me but I am sure it would solve your problem until you can find someone you trust.

snowball · 9th August 2007, 15:57

Quote:

Originally Posted by Audioguy

It ridiculous for us, the buyers of these $100,000 Plus cars to have to tolerate, and tip toe our way around service advisors, and dealerships!

-Audio

Never had to tip toe, but just asked a few other owners who is the best, and then developed a relationship with that SA. Over 20 years we have become best friends.

- snowball

ajcut7 · 9th August 2007, 16:28

Great idea snoball, I am going to create another post asking for suggestions of service advisors at my dealer.

cobradav · 9th August 2007, 23:26

Well when I was truly unhappy I wrote a factual non-belligerent letter to the Service Manager, telling them in advance that I would not be able to give them 5's and my reasons. Got a call immediately upon his opening the letter asking what could they do to satisfy me. My problem was not getting the work done right the first time (not enough parts or correct parts when clearly stated on SI) and having to do another 100 miles r/t for a second call. Their fix. Bring the tech (SA in this case) to my house to fix car. Worked so well they now offer it when circumstances warrant. SA and I have good time during these visits.

Oh, one more thing. I then wrote another letter after the fix, praising their response and the SA' professional manner, promptness and communications. Letter posted on dealer bulletin board for several months. >>

You do not have to tip toe, can be firm, but not belittling or nasty and things can be corrected to your satisfaction.

Dukecat · 10th August 2007, 00:15

Just went in for a low mileage oil change. I felt really bad about it but I had to give them a "4" for communications regarding the timing for completion. It was a simple oil change and no car wash.

Knowing that I was on a tight timeline, they said it would take no longer than 45 minutes. Over two hours later, I was still waiting. Once it was finally ready, I asked what the problem was. The substitute SA (my SA was out sick) said that there was no problem with the service, it just took longer than he thought it would. Several times during the service, he told me "I just checked and they're finishing it up as we speak." Needless to say, each time he said it (except for the last time), it wasn't entirely accurate.

Also, they asked me to fill out the evaluation before I left. I asked if I could take it with me so that I could provide some constructive input (without necessarily giving 4's or below) and they said I should just fill it out on the spot. How can one answer if the service was performed correctly and up to expectations before you've even seen the car?

m5 deamon · 10th August 2007, 00:57

dukecat that survey they gave you is only for the dealership the survey calls are the one that counts

speedlimitchallenged · 10th August 2007, 01:39

I haven't even found a SA at my stealer that knoes what an SMG is.
In Germany the SAs are the most experienced master technicians that move out of the shop. At least at my dealer they are permanetly changing low level admins with no passion for BMW.