A new guys rant on BMW

B

banger

Member
I'm new to BMW, so the question, "What gives"?
Perhaps I am spoiled coming from a long relationship with Mercedes Benz, but they seem like a bunch of amateurs.

Today I take my new Z-4 in to have a Sirius radio installed, (like the service, use it in my Benz).

So I am picking up a loaner car, get in drive off, the car is dirty, not jut dirty, filthy, not just filthy, sticky, not just sticky, smelly.
Within minutes, I decide I can not accept this and return to the dealer. Brought the service manager out to look at what they give as loaners,
The service manager apologizes, and orders a new vehicle brought up. This one is much better, so I accept the exchange and drive off.

Comes the end of the day, I receive the telephone call informing me that I can pick up my Z-4.

When the vehicle is brought around to me, the installation is TERRIBLE. the inter work is at best O.K. the antenna install is horrible. I find that the Sirius antenna is a black plastic square, secured to the center of the trunk with adhesive. Trailing from the antenna itself is a long piece of wire, laid naked across the top of the trunk lid. This wire is "secured" by double sided GRAY tape (dark blue car), wwith the wire pushed into the TOP of the tape.

If the 16 year old child up the street had done this, I would have suggested that he concentrate more on his work. THIS IS FROM BMW!!!

the work is without doubt unsatisfactory. Remember this installation is in excess of $575.00 US.

This is SO BAD that I am seriously considering having the radio removed and returned to it's origional state.

If you can't tell I am ANGRY. (not a good day).

I have NEVER had an experience like this from Mercedes Benz, and they would never pass off substandard work as ready to be delivered to the customer.

It seems to me that if BMW wants to play in the Big Leagues, they need to field a better team.

Rant over. (thanks for listening).
 
Sounds like you have just found a (very) bad dealer. I wouldn't throw away the brand quite yet due to the piss-poor installation you had at one dealer.
 
An open question to all the members.

Who do I complaint to?

It seems that if it is this one dealer, they NEED a kick in the butt.

It seems to me that if you charge a premium price, you should deliver premium service. (that what I THOUGHT I was buying).

Remember everyone, They (BMW) is not shy about asking their price, I don't think I should be shy complaining of service that is THIS BAD.
 
banger, which dealer?
Perhaps others have also had bad experience with this dealer and can recommend another.
 
sorry about your car. don't let that lousy dealership ruin it for them. call bmw usa and let them know.




.....and.. i would HATE to be that dealership if they effed with me like that. that's a classic no-no.
 
Dont blame BMW for one bad dealer. Good luck in getting this matter handled to your satisfaction.
 
Sorry to read about your bad experience. Like others are saying, do not reject the brand because of one bad dealership. Mine (BMW Laval) has been exemplary so far but the one that
is closest to my home has a less than perfect reputation.
 
Call the service advisor and tell him how you feel. If he/she doesn't fix it, call the manager. they will make it right.
 
AN UPDATE.

The situation bothered me all night. Consider for a moment that I have a new nearly $50,000 vehicle and I had a difficult night. This is not good.

In the morning, I returned to my dealer. During this visit I came to meet the Service manager. All set for an argument, he looks at the work and says, "you're right", "please give me a chance to make it better".

Boy talk about taking the wind out of my sails !

After talking a few minutes, he informed me that he as a new installation kit coming in on Tuesday. We agreed that I would return the car on Thursday, at which time he would correct any problems.

Prior to concluding our conversation, the Service manager offered me a free accessory of about $250.00 for my troubles. Understand this was never about "shaking down" the dealer. It was about what I saw as substandard work.

SO in a nut shell, I feel better about the dealership and BMW in general.

Wish me luck !!! I will advise this post after Thursday to let you know how everything went.

To all who responded, THANK YOU !!!
 
It's very likely that the dealer contracted the work out to a place that specializes in installing car audio systems etc. Probably at an agreed-low price so the BMW dealer can 'keystone' (charge 100% commission) on the job, which then the contracted shop will put his lowest paid (least experienced) employee to work tearing apart your car. Good that your dealer is taking responsibility and hope that your BMW shop is actually doing the work this time rather than making that audio shop redo it (if the BMW shop didn't do it in the first place). Keep your fingers crossed that the the same kid won't get his hands on it or the audio shop foreman won't take revenge by taking your car out for a lunchtime thrill ride (check your tire thread before and after). It's common for the dealer to contract out work to keep their own techs doing genuine repairs and maintenance rather than mods and retrofits. Minor paint work repairs, and wheel cub repairs, windshield replacement, etc., are usually done by mobile independent specialist. I once worked at a major car dealer and seen some of this first hand.
 
My dealer has a procedure that requires a "walk around" the vehicle to point out to the owner and the dealer any obvious "issues". Same procedure when the car is picked up. They also go over details of any repair or warranty work. If convenient and practical, the technician will also be involved.
 
banger, there are many stories just like yours. One thing I know is BMW USA understands the effect an unhappy customer can have, especially with online forums, message boards etc. When I had a problem with a dishonest salesman, the manager made it right at a cost of almost $2000 to the dealership. He told me that he really didn't want me to tell my friends, co-workers and neighbors about the problem & actually asked me not to. There is no reason to ever walk away unsatisfied. Best of luck to you.

On a side note, I've seen the Sirius installation on a handful of Z4's and I've never liked the location of the satellite antenna. Unfortnately, I don't know where else they could put it on a roadster. :idunno:
 
The promised update.
Thursday June 12, 2008

As some will recall, I last posted on Friday June 6, that the service manager had become involved and was handling the matter. I was directly advised that the "new' installation kit was on order and would be in on Tuesday June 10, and that I could bring the vehicle in on Wednesday, at which time the work would be performed.

My reaction to this was to make the appointment for Thursday June 12. to allow for a "fudge factor".

Well Here I am, NO JOY IN MY HEART.... Yet another broken promises.

Why oh why did I ever stray from Mercedes Benz. They NEVER pulled BULLSHIT like this.

BMW holds themselves out as an upscale company, I've seen better service at a Hyundai dealer. (at least they care).

If I am the only one that this is happening to, than I am just unlucky. If as I suspect it is happening to others, let me announce now,
PEOPLE THERE IS AN ALTERNATIVE, a place that treats you, (the customer) with dignity and respect. We don't have to patronize these fools.

Anticipating that some will read this and just consider me a difficult customer, remember, I did not start out to spend a great deal of money on something I didn't like. I REALLY WANTED TO LIKE IT!!! But the dealers seem to make this impossible.

The sad part of the story is that the vehicle itself is FINE, it is the fools of a dealer that is ruining the experience.

WHY DO THESE IDIOTS FEEL THE NEED TO LIE TO ME !!!

End of rant, although I grow more angry each and every minute.
 
Twice now people have asked the very legitimate question of, Which dealership?

I am reluctant to answer this question at this time other than to make some of you feel better by simply stating that the dealership is located in New Jersey.

Why you ask. BECAUSE I DON'T TRUST THEM !!!

They have me over a barrel, I need them to perform any warranty work.

If I can't trust them for something as small as this, how could I possibly trust them on a major repair. Particularly after exposing them.
I hope some of you can understand my dilemma.

On one hand a desire to shout from the roof tops, in an effort to expose them. On the other hand, I HAVE TO CONTINUE TO DEAL WITH THEM.
 
banger said:
Twice now people have asked the very legitimate question of, Which dealership? On one hand a desire to shout from the roof tops, in an effort to expose them. On the other hand, I HAVE TO CONTINUE TO DEAL WITH THEM.
Click to expand...
I wouldn't think that even if you named them here on this board that they would take any retribution against you. Besides, even if you don't name them, and assuming they do monitor/read this forum, I'm sure they pretty much have figured out who you are by now. I can't imagine that many people who had a satellite radio retrofit done on a Z4 lately. Plus, if they're that bad of a dealership they could probably care less about what is written here on.
There are quite a few BMW dealerships to choose from in NJ and sometimes it might be worth it to go a little extra distance for better service. I used to use a dealer in PA until they finally got organized at the NJ dealer I currently use. I wouldn't blame BMW as a whole either. Some of my friends who use the local Benz dealership down here make similar comments about shoddy work but it tends to be specific to that dealership. Don't let one bad dealership ruin the brand for you, BMW does make a fine automobile. :thumbsup:
 
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