List of problems.. Back from dealership with more problems..
- Thread starter JDM
- Start date
I will be very impressed if get to speak to the UK MD about this.
Not to sound rude, so I hope I don't offend, but your issue is minor to them in the grand scheme of things. If the MD had to deal with every complaint then nothing would get done. :?
If you do however speak to him, then that shows at least that the MD is a very good one!
Not to sound rude, so I hope I don't offend, but your issue is minor to them in the grand scheme of things. If the MD had to deal with every complaint then nothing would get done. :?
If you do however speak to him, then that shows at least that the MD is a very good one!
JDM said:
You're not kidding... that's the big problem with having Franchise dealers I guess, BMW wipe their hands of customer service. Not what I'd expect from a prestige marque, but then again I don't really call BMW prestige anymore, I just happen to like some of their cars, BMW themselves leave a lot to be desired!
You will get the generic auto generated email John. Give it a couple of days and you should get some follow-up from them.
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Anonymous
Guest
I phoned BMW Financial services yesterday to say I wanted to reject my car and they said to send them the letter and they would start investigating it. So I emailed them the letter. Got a standard reply to acknowledge receipt.
Then I phoned BMW Customer Services to do the same. They didn't want to know - they said it has to go to my "business partner", which I confirmed means dealer. So I got the address in Bracknell and posted them a letter.
Then I hand delivered a copy of the letter to the dealer principle and went through it with him. He said he would scan it in an send it to Customer Services.
I haven't heard anything yet, but they want my loan car back on Thursday cos someone wants to test drive it, so they need to contact me tomorrow! They also need to clean the loan car...cos I haven't!
Personally I think the dealer should do all the sorting out, I don't care who pays for what, but it is the dealer we bought it from, we shouldn't have to do any running about. However, by sending the complaint higher up the chain, at least we know it has gone up the chain, cos the dealer could bullshit! If I bought a TV from Curry's (I'm not admitting that I would buy anything from Curry's, its just an example!) and a week later it went wrong, I would return it to Curry's for a straight swap, not a repair and neither would I have to go to Sony etc.
We may only be tiny tiny tiny small private customers, but word of mouth travels and it is how a company deals with problems that is how it is marked. They can still make good on these cock ups - look at Carol and the crap she had...now look whats happening - that restores faith after some really shoddy customer care!
Then I phoned BMW Customer Services to do the same. They didn't want to know - they said it has to go to my "business partner", which I confirmed means dealer. So I got the address in Bracknell and posted them a letter.
Then I hand delivered a copy of the letter to the dealer principle and went through it with him. He said he would scan it in an send it to Customer Services.
I haven't heard anything yet, but they want my loan car back on Thursday cos someone wants to test drive it, so they need to contact me tomorrow! They also need to clean the loan car...cos I haven't!
Personally I think the dealer should do all the sorting out, I don't care who pays for what, but it is the dealer we bought it from, we shouldn't have to do any running about. However, by sending the complaint higher up the chain, at least we know it has gone up the chain, cos the dealer could bullshit! If I bought a TV from Curry's (I'm not admitting that I would buy anything from Curry's, its just an example!) and a week later it went wrong, I would return it to Curry's for a straight swap, not a repair and neither would I have to go to Sony etc.
We may only be tiny tiny tiny small private customers, but word of mouth travels and it is how a company deals with problems that is how it is marked. They can still make good on these cock ups - look at Carol and the crap she had...now look whats happening - that restores faith after some really shoddy customer care!
peddy said:I will be very impressed if get to speak to the UK MD about this.
Not to sound rude, so I hope I don't offend, but your issue is minor to them in the grand scheme of things. If the MD had to deal with every complaint then nothing would get done. :?
If you do however speak to him, then that shows at least that the MD is a very good one!
Peddy, I know for a fact that if someone manages to get through to the CEO of my employer directly, i.e. around or through his PA rather than getting filtered, then he will respond personally and very quickly indeed to any reasoned and polite approach. The same with our divisional VPs, though they can be harder to locate... I'd argue that nowadays with the amount of social media and other communication possibilities 'minor' issues are not so easily dismissed as minor.
The issue here is that Tim Abbot is BMW UK, but JDM is stuck in the dealer / customer service loop. A reasoned and succinct approach could result in Tim making the problem BMWs, rather than that of a dealer franchise, and then deal with the dealer separately and through internal channels. He won't fix it personally, but he should give it to the Director of Customer Service or similar.
Of course if you go off on a rant and send him a 5 page letter that includes questioning the heritage of the dealer's children then you might not get a response that is helpful
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Anonymous
Guest
I sent 10 page letter, but left the insults out....
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Anonymous
Guest
Well, the letter is about 2.5 pages - explaining very clearly we are rejecting, 2 reasons why (leak and no hill start) and the 3 outcomes we want (replacement car, free automatic box, and compensation for the hassle we've had).
Then a page explaining the leak.
Then about 5 pages detailing the dealer visits so far.
Then a page explaining my thoughts on the hill start issue and why it is important.
May not get anywhere, but aiming high!
Then a page explaining the leak.
Then about 5 pages detailing the dealer visits so far.
Then a page explaining my thoughts on the hill start issue and why it is important.
May not get anywhere, but aiming high!
TitanTim said:Oh I hope I haven't been a hinderance as I've just filled in a questionnaire sent to me by BMW rating my dealer and the Z4, basically said I'm 100% satisfied with the Zed
Tim.
LOL, sorry buddy, you obviously didn't relise that was a trap... as soon as BMW Head Office process that questionairre it will trip the remote "bag-of-s**te switch" that will make the roof leak, parking sensors not work, wheels shatter and air-con stop working... :rofl:
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Anonymous
Guest
I filled in a questionaire online last week and gave them good scores, but kept referencing back to the leak!!!
sp3ctre said:TitanTim said:Oh I hope I haven't been a hinderance as I've just filled in a questionnaire sent to me by BMW rating my dealer and the Z4, basically said I'm 100% satisfied with the Zed
Tim.
LOL, sorry buddy, you obviously didn't relise that was a trap... as soon as BMW Head Office process that questionairre it will trip the remote "bag-of-s**te switch" that will make the roof leak, parking sensors not work, wheels shatter and air-con stop working... :rofl:
:rofl: no worries I have the Z3 as backup
Tim.
