woohoo
10-16-2003, 07:35 PM
I've detailed the difficulties in getting my car serviced in a couple previous threads. At this point, it is getting a little ridiculous. Once ok, but twice, that is a big No-No.
http://www.bimmerfest.com/forums/showthread.php?t=42130 (http://)
http://www.bimmerfest.com/forums/showthread.php?t=43426 (http://)
I returned to the dealership to get the problem corrected once and for all.
As luck would have it, or perhaps how poor the quality work I've experienced, the service department at Peter Pan BMW has failed to correct the problem again.
I scheduled an appointment two weeks ago to replace the incorrect instrument cluster they installed to to fix my malfunctioning fuel gauge (whole cluster). When I called to schedule the appointment, I was told they do have the CORRECT ZHP cluster in stock, but didn't have any service appointments available for another 2 weeks to install it. The conversation went like this:
I said, "So, you do have the correct cluster in stock now?"
SA said, "Yup it is the one for the 330 performance package."
I said, "Great, I'll bring the car back on Oct 16 when you have your first opening."
SA said, "Yeah, I apologize, I forgot to look at the model of your car when I ordered the last one." :yikes:
I said, "330 with the performance package...?"
SA said, "Yes"
I said, "That is fine. I can wait. Thank you for your help."
I bring my car in two weeks later (which is today) expecting to drive home with the correct cluster. I was wrong. :thumbdwn:
I called the SA around 2pm only to find out they have not had a chance to work on my car yet. They will know more after 3pm. OK, fine.
The SA leaves me a VM around 3pm saying that the cluster they has been damaged so they have not installed it. So I return the SA's call:
"Hi this is...."
"The cluster we have in stock is damaged unfortunately. There are no other clusters in the US. We'll have to order a new one from Germany."
(I am thinking, it is damaged because it was the one you removed from my car two weeks ago!!! :tsk: )
"Oh damaged...? What is wrong with it?"
"There is a crack in it." (the answer came awfully quick in a tone that seemed to indicate that this occurs with great regularity)
(I am thinking, how in the world is that possible if it is new? But then again, it could happen so I give them the benefit of the doubt. Then I think, they better not be putting used or reconditioned parts in my car. :confused: )
"I see... so when can I bring the car back?"
"Oct 30"
"OK see you then. Thank you."
My only thought here is this: You installed the incorrect cluster last time. The customer is coming back to get the correct one installed. Why don't you go the extra mile to make sure everything is done correctly? If I was the SA, I'd make sure everything is 'tidy' this time around.
Another thing, they knew I was coming to pick up my car at 5. I sign the paperwork and request the service manager's business card after asking the cashier (yes I knew the person would not know the answers) some pointed questions about the discrepancies between the technician write up and the SA's story. The cashier says to talk to your SA. I wait 5 minutes for them to bring it around. 5 minutes pass and the service cashier runs out to me and asks me if I want the car washed? I said, "no I don't have time to wait, I'm meeting some friends for dinner." Another few minutes pass and the car comes zooooooming from behind the garages. All the seats in the car have been adjusted, the radio is BLASTING on a station I didn't leave it with, and the mileage out is different is than what is listed on the paperwork. All I can say is that they managed to vaccumm the floormats--AND at this point I wouldn't be surprised if they accidentally sucked up all the change I have in the cupholders.
To add pain to the misery, when I drive home, I notice that the brightness of the gauges fluctuate periodically--like some wires are loose. The tech write up says they removed it only to put it back to determine it was the wrong one. So they ordered a new one (made no sense whatsoever!!!)
They better get it right the third time. :mad:
I feel better now. I am going to contact the service manager and BMWNA tomorrow. :soapbox:
http://www.bimmerfest.com/forums/showthread.php?t=42130 (http://)
http://www.bimmerfest.com/forums/showthread.php?t=43426 (http://)
I returned to the dealership to get the problem corrected once and for all.
As luck would have it, or perhaps how poor the quality work I've experienced, the service department at Peter Pan BMW has failed to correct the problem again.
I scheduled an appointment two weeks ago to replace the incorrect instrument cluster they installed to to fix my malfunctioning fuel gauge (whole cluster). When I called to schedule the appointment, I was told they do have the CORRECT ZHP cluster in stock, but didn't have any service appointments available for another 2 weeks to install it. The conversation went like this:
I said, "So, you do have the correct cluster in stock now?"
SA said, "Yup it is the one for the 330 performance package."
I said, "Great, I'll bring the car back on Oct 16 when you have your first opening."
SA said, "Yeah, I apologize, I forgot to look at the model of your car when I ordered the last one." :yikes:
I said, "330 with the performance package...?"
SA said, "Yes"
I said, "That is fine. I can wait. Thank you for your help."
I bring my car in two weeks later (which is today) expecting to drive home with the correct cluster. I was wrong. :thumbdwn:
I called the SA around 2pm only to find out they have not had a chance to work on my car yet. They will know more after 3pm. OK, fine.
The SA leaves me a VM around 3pm saying that the cluster they has been damaged so they have not installed it. So I return the SA's call:
"Hi this is...."
"The cluster we have in stock is damaged unfortunately. There are no other clusters in the US. We'll have to order a new one from Germany."
(I am thinking, it is damaged because it was the one you removed from my car two weeks ago!!! :tsk: )
"Oh damaged...? What is wrong with it?"
"There is a crack in it." (the answer came awfully quick in a tone that seemed to indicate that this occurs with great regularity)
(I am thinking, how in the world is that possible if it is new? But then again, it could happen so I give them the benefit of the doubt. Then I think, they better not be putting used or reconditioned parts in my car. :confused: )
"I see... so when can I bring the car back?"
"Oct 30"
"OK see you then. Thank you."
My only thought here is this: You installed the incorrect cluster last time. The customer is coming back to get the correct one installed. Why don't you go the extra mile to make sure everything is done correctly? If I was the SA, I'd make sure everything is 'tidy' this time around.
Another thing, they knew I was coming to pick up my car at 5. I sign the paperwork and request the service manager's business card after asking the cashier (yes I knew the person would not know the answers) some pointed questions about the discrepancies between the technician write up and the SA's story. The cashier says to talk to your SA. I wait 5 minutes for them to bring it around. 5 minutes pass and the service cashier runs out to me and asks me if I want the car washed? I said, "no I don't have time to wait, I'm meeting some friends for dinner." Another few minutes pass and the car comes zooooooming from behind the garages. All the seats in the car have been adjusted, the radio is BLASTING on a station I didn't leave it with, and the mileage out is different is than what is listed on the paperwork. All I can say is that they managed to vaccumm the floormats--AND at this point I wouldn't be surprised if they accidentally sucked up all the change I have in the cupholders.
To add pain to the misery, when I drive home, I notice that the brightness of the gauges fluctuate periodically--like some wires are loose. The tech write up says they removed it only to put it back to determine it was the wrong one. So they ordered a new one (made no sense whatsoever!!!)
They better get it right the third time. :mad:
I feel better now. I am going to contact the service manager and BMWNA tomorrow. :soapbox: