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European Delivery
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  #1  
Old 08-05-2003, 10:05 AM
sidd330i sidd330i is offline
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Mein Auto: 2003 BMW 330i
My delivery experience, Crappy!

Guys, this is the letter that I just sent to BMW of North America after my insane adventure in finally getting my car:

------------------------------------------
I took delivery of my car finally at the dealership this Friday, Aug 1. The delivery was quite disturbing and I thought I would let you know of my experience.

My dealership is BMW of Orland Park in Orland Park, IL. My dealer (Mike Messer) was not there at time of delivery, and he told me to talk to any sales representative and they would deliver the car for me considering that all of the paperwork was already taken care of. So I walked in, talked to a sales rep named Renaldo, and he walked me to my car. Everything looked ok, but it looked like the car was simply washed through a touch free car wash.
- Some bug remnants from my Europe trip were still in the grille.
- Owners manual was missing, Renaldo later got me one from the parts dept.
- Wheels were dirty
- Renaldo asked me if I had the keys, I obviously said No and he had to go on a wild goose chase to find the keys. 30 Mins later we had both keys.

After we received the keys, I found out that the vehicle memory and key memory were not already programmed for us as Mike Messer said it would be, so then I had to spend another hour waiting for them to program that. Again, nobody knew where the memory checklist was so I had to fill out another one.

After the keys were programmed, I noticed that there were some deep scratches on the inside of all of the 4 door handles. In europe we didn't even use the back doors, so this couldn't have been caused by us. So I asked for the Sales Manager, Guy Accettura, and showed these to them. He said that they happen from fingernails?!?! I can understand light scratches, but these were pretty deep, and he said, "well, you can only see them when the sun hits it." To which I replied, "I know that but the fact of the matter is that they are there, and this is a practically new car." So then he said he would try to get a technician to rub some compound to cover them up. Since he was the sales manager I thought that I could express my concerns with him, so I then went on to say, "you know, the service around here isn't as good as I had expected..." To which he responded, "Alright then, I won't help you anymore." He walked away! I followed him in to get my family to go, and he turns around and says, "You can't expect to criticize us and expect any service." Hearing this from the Sales Manager really bothers me, which is why I'm contacting you today.

From this experience, it is clear that BMW of Orland Park does not want my current business and my future business. I'm a fairly young buyer, and I thought that the 3-Series was designed so that younger buyers will buy and then eventually move up to the 5 or 7, after this experience, I think my money whould be better spent on another brand, at a different dealership. My Honda dealership treats me much better, I should be expecting more from BMW. Additionally, the presentation of the vehicle upon delivery was unimpressive. Honda gave my wife flowers, a bottle of champaigne, keychains, and T-Shirts. At BMW I had to beg for a keychain, and they just gave us a dealership keychain.

So this has been my delivery experience. The pre-delivery experience was just as painful as I had discussed with you in my earlier email. I've already made quite a few payments on my car already, and just received my vehicle, delivered with scratches, which I would like rectified.

-------------------------------------------------

What do you think? On top of that they refused to program the clown nose and the flashing lights upon locking, even after I showed them how to do it!
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  #2  
Old 08-05-2003, 10:16 AM
Skybum Skybum is offline
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Send the letter to the dealer's GM.
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  #3  
Old 08-05-2003, 11:07 AM
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beewang beewang is offline
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Quote:
Originally Posted by sidd330i
What do you think? On top of that they refused to program the clown nose and the flashing lights upon locking, even after I showed them how to do it!
A couple things... this is from my personal experience..

1) It is VERY important that you order your ED w/ an experinced dealer. Meaning that they have done this before, and the know what they will get (and will not get) paid for. Lack of experince is the reason for the faul up on the key programming and properly preping of your car in U.S. Lack of experince is also the reason why that you will encounter the push off in responsibility in delivery damage. You see... normally, the "unsold" unit is always covered from shipping insuarnce. In your case, the car is covered too just by a different insurance company, paid by BMW.... but the dealer frankly doen't know that, and naturally will down play your damage. Folks, the lesson here is to DEAL WITH A DEALER WHO KNOWS WHAT S/HE is doing when it comes to Euro Delivery. It will save you future aggravation. Trust me!!

2) Technically, your dealer doesn't have to re-wash your car (nor refill the tank up) here in U.S. This is due to the fact that they've done it once already (In Europe)

Just my 2 cents,

beewang
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  #4  
Old 08-05-2003, 11:37 AM
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mquetel mquetel is offline
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Quote:
Originally Posted by beewang
A couple things... this is from my personal experience..

1) It is VERY important that you order your ED w/ an experinced dealer. Meaning that they have done this before, and the know what they will get (and will not get) paid for. Lack of experince is the reason for the faul up on the key programming and properly preping of your car in U.S. Lack of experince is also the reason why that you will encounter the push off in responsibility in delivery damage. You see... normally, the "unsold" unit is always covered from shipping insuarnce. In your case, the car is covered too just by a different insurance company, paid by BMW.... but the dealer frankly doen't know that, and naturally will down play your damage. Folks, the lesson here is to DEAL WITH A DEALER WHO KNOWS WHAT S/HE is doing when it comes to Euro Delivery. It will save you future aggravation. Trust me!!

2) Technically, your dealer doesn't have to re-wash your car (nor refill the tank up) here in U.S. This is due to the fact that they've done it once already (In Europe)

Just my 2 cents,

beewang
Bee, Could you clarify how one would go about making a claim for damage that occurs during shipping but for some reason was not repaired at the VPC? I would imagine an experienced ED dealer would assist or take care of it, how about in the case of a more reluctant one?

Thanks in advance!
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  #5  
Old 08-05-2003, 11:56 AM
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beewang beewang is offline
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Quote:
Originally Posted by mquetel
Bee, Could you clarify how one would go about making a claim for damage that occurs during shipping but for some reason was not repaired at the VPC? I would imagine an experienced ED dealer would assist or take care of it, how about in the case of a more reluctant one?

Thanks in advance!
mquetel, thought you haven't gotten your car yet... why do you think you have damage on it?? In anyevent, here is where I talked about making a claim for damage from ED it is msg #180.

NEVER assume you will get any assitance from your selling dealer. Let's face it... you are a "done deal" and there are bigger fish to fry out there for a sales perspective. Its human nature, and you can't blame them for it. Frankly, I'd do the same if I am in their shoes. You need to do this, and if you get some help from your dealer, GREAT!! but I wouldn't cry about it if you are on your own, which you are.

beewang
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  #6  
Old 08-05-2003, 12:11 PM
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adrian's bmw adrian's bmw is offline
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I wholeheartedly agree with both points.

I'm still shocked that many dealers and CA's won't give ED customers some kind of discount or at least give them a few goodies with their purchase. Naturally, if a customer doesn't ask for one, then I won't give a concession (ask and ye shall receive.)

As a dealership, we definitely detail our customers ED cars when they get back from the autobahn, bugs and all. The only thing you have to be concerned with not getting a thorough detail is when it's a courtesy delivery. It seems that the dealer doing the courtesy delivery isn't obliged to detail the car as I've learned a few months ago when I had a courtesy delivery done for a customer in Colorado. I was ticked off when I learned that they had just "washed" the car.

Quote:
Originally Posted by beewang
A couple things... this is from my personal experience..

1) It is VERY important that you order your ED w/ an experinced dealer. Meaning that they have done this before, and the know what they will get (and will not get) paid for. Lack of experince is the reason for the faul up on the key programming and properly preping of your car in U.S. Lack of experince is also the reason why that you will encounter the push off in responsibility in delivery damage. You see... normally, the "unsold" unit is always covered from shipping insuarnce. In your case, the car is covered too just by a different insurance company, paid by BMW.... but the dealer frankly doen't know that, and naturally will down play your damage. Folks, the lesson here is to DEAL WITH A DEALER WHO KNOWS WHAT S/HE is doing when it comes to Euro Delivery. It will save you future aggravation. Trust me!!

2) Technically, your dealer doesn't have to re-wash your car (nor refill the tank up) here in U.S. This is due to the fact that they've done it once already (In Europe)

Just my 2 cents,

beewang
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Top Performing Client Advisor Performance Center and European Delivery Specialist
#1 European Delivery Specialist 2012

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Accepting pre-reservations up to five months from now for all European Deliveries.
Previous BMW's owned: 1987 325is, 2001 330xi, 2006 330Cic, 2008 535xi Wagon, 2009 328i, 2012 328i
Personal European Deliveries: 5/2008: 335i Vert, 10/2009: 328i Vert, 9/2010: 528i, 11/2011: 640i Coupe, 11/2012 528i, 11/2013: 528i
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  #7  
Old 08-05-2003, 01:21 PM
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dlloyd1975 dlloyd1975 is offline
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Quote:
Originally Posted by mquetel
Bee, Could you clarify how one would go about making a claim for damage that occurs during shipping but for some reason was not repaired at the VPC? I would imagine an experienced ED dealer would assist or take care of it, how about in the case of a more reluctant one?

Thanks in advance!
This happened to me. The roundel on our airbag was pried up in spots, like someone tried to remove it with a screwdriver (I blame the Spaniards). I didn't even notice this until I had the car for a few days, and it was my brother that pointed it out to me while he was in the back seat. I took the car back to the dealer (Newbold BMW, Ofallon, IL, just across the river from St. Louis), they inspected it, ordered a new airbag (the logo itself couldn't be replaced) and replaced it a week later. All was covered under the ED shipping insurance.

If your dealer is reluctant, I'd call the ED folks at BMW NA and tell them about it. Crap flows downhill.
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  #8  
Old 08-05-2003, 01:55 PM
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Spectre Spectre is offline
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Quote:
Originally Posted by DougDogs
Isn't all the key programming done at the ED delivery center also???

I thought stateside dealer don't have to do that stuff

I could be wrong, but a lot of the stuff this guy is pissed off at is because he didn't do enough ED homework.
The ED Delivery Center did no programming for me. They seemed like they were in a rush to get me out of there. My wife had to show some dismay before the buffed out a light scratch near the rear door. A quick program of the Nav (for Dachau) and a "you know how to drive this car, right?", and they were done.

I don't know how my stateside dealer is going to handle delivery. Still waiting to hear where my car is.
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  #9  
Old 08-05-2003, 03:50 PM
jrubens jrubens is offline
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Location: New Orleans, LA
 
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Mein Auto: 04 330 cic ED
Quote:
Originally Posted by Spectre
The ED Delivery Center did no programming for me. They seemed like they were in a rush to get me out of there. My wife had to show some dismay before the buffed out a light scratch near the rear door. A quick program of the Nav (for Dachau) and a "you know how to drive this car, right?", and they were done.

I don't know how my stateside dealer is going to handle delivery. Still waiting to hear where my car is.
I had a great experience with the ED center, although I have to admit that I didn't pay the most attention when Christopher, my delivery rep, walked me through the nav system... My head was spinning just from seeing/sitting in/touching the car itself.

My salesman in the states bent over backwords to help me, even though he didn't receive a big profit on the deal. He contacted the Munich dealer for me so I could buy a few things. He also contacted ED when the car got lost, and rushed it through the dealership (with installation of the M Wheel---great add-on) in a few hours so I could pick it up. I don't think they do a lot of ED's, but they were very willing to help me. I think it just depends on the person/operation you're dealing with.
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  #10  
Old 08-05-2003, 05:23 PM
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mquetel mquetel is offline
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Quote:
Originally Posted by beewang
mquetel, thought you haven't gotten your car yet... why do you think you have damage on it?? In anyevent, here is where I talked about making a claim for damage from ED it is msg #180.

NEVER assume you will get any assitance from your selling dealer. Let's face it... you are a "done deal" and there are bigger fish to fry out there for a sales perspective. Its human nature, and you can't blame them for it. Frankly, I'd do the same if I am in their shoes. You need to do this, and if you get some help from your dealer, GREAT!! but I wouldn't cry about it if you are on your own, which you are.

beewang
Thanks for the link, Bee. You are correct that I haven't actually received my car yet and I am anticipating/hoping there will be no damage. Just figured that when you brought the subject up earlier in the thread, it would be worthwhile to learn from your experience before my pickup. I guess it is the boyscout in my that wants to be prepared.
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  #11  
Old 08-05-2003, 05:34 PM
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mquetel mquetel is offline
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Quote:
Originally Posted by Spectre
The ED Delivery Center did no programming for me. They seemed like they were in a rush to get me out of there. My wife had to show some dismay before the buffed out a light scratch near the rear door. A quick program of the Nav (for Dachau) and a "you know how to drive this car, right?", and they were done.

I don't know how my stateside dealer is going to handle delivery. Still waiting to hear where my car is.
Sorry things were not warm and fuzzy at the ED delivery center with you. Like jrubens, I found my ED experience to be great. My delivery person was unhurried, took lots of time explaining the car and its features. He had no problem with installing my wheel locks and helping me program a number of NAV locations in. I left feeling really good about things.

I'm keeping my expectations for delivery back in the states very low as I choose to arrange a courtesy delivery with a local dealership. I don't expect them to spend much in the way of time or resources on me.
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  #12  
Old 08-05-2003, 09:12 PM
dkotanto dkotanto is offline
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Quote:
Originally Posted by adrian/chrisbmw
I wholeheartedly agree with both points.

I'm still shocked that many dealers and CA's won't give ED customers some kind of discount or at least give them a few goodies with their purchase. Naturally, if a customer doesn't ask for one, then I won't give a concession (ask and ye shall receive.)

As a dealership, we definitely detail our customers ED cars when they get back from the autobahn, bugs and all. The only thing you have to be concerned with not getting a thorough detail is when it's a courtesy delivery. It seems that the dealer doing the courtesy delivery isn't obliged to detail the car as I've learned a few months ago when I had a courtesy delivery done for a customer in Colorado. I was ticked off when I learned that they had just "washed" the car.
No hard feelings Adrian. I will still buy my next car from you but I will pick it up from your dealership and never do a courtesy delivery again. Colorado dealers are just tooo greedy...Just so you can feel better, next time I'm near Atlanta for business, I'll bring my rental in and you can have it detailed for me...we'll call it square
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  #13  
Old 08-07-2003, 08:13 AM
Chaaaosss Chaaaosss is offline
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Yeah, my ED experience was super too.

I got a new girl who was really enthusiastic about going over every detail of my car. I also got a European Nav DVD to borrow.
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  #14  
Old 08-07-2003, 04:53 PM
Alex Baumann Alex Baumann is offline
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The customer is a done deal, I don't need him anymore, so I'll treat him like a piece of junk so that he'll stay away from me ?

Wow, very nice.

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  #15  
Old 08-07-2003, 06:15 PM
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Spectre Spectre is offline
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Quote:
Originally Posted by Alex Baumann
The customer is a done deal, I don't need him anymore, so I'll treat him like a piece of junk so that he'll stay away from me ?

Wow, very nice.

Yeah, really helps to drive additional sales.
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  #16  
Old 08-07-2003, 06:55 PM
seivwrig seivwrig is offline
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Personally, I would contact the ED department. This really sucks. As much as I like BMWs, this kind of service has to be stopped regardless of the marque. Even if the customer is jerk, the customer is still right. If I provided that kind of service on my job, I would expect to be fired by the customer and my boss.

As far as the key programing, this is handled on your US delivery. One key has to be with your vehicle, otherwise the car could not be transported. So obviously, the sales advisor is a blooming idiot. This dealership does not want your repeat service. They apparently have too many people that will buy their cars, even with piss poor service and no discounts. To tell you the truth, I've never heard of a Lexus dealership doing this and their cars are quite sterile in my opinion. Some BMW dealerships are spoiled.

My Euro Delivery was fine and my US delivery was fine. But If I had to buy another BMW (ED of course), i will go to the lowest bidder. I don't need loaner car, because I always have a spare vehicle.

Raise Cain and let us know the result.
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  #17  
Old 08-07-2003, 07:56 PM
sidd330i sidd330i is offline
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Mein Auto: 2003 BMW 330i
Nothing seems to work!

So I sent this letter to BMW NA and I got a form letter back stating that the dealerships are privately owned and they can't do anything about it. I sent this letter also to the general manager, and no response yet from him. He doesn't care...

So now, I have my car, which I love, but i still need the certificate of origin from them and they are spinning me around in circles trying to get it handing me off to someone else every day. Is there any legal action I can take if they won't give me the certificate of origin in time? I want to get plates on my car so I can get rid of those butt ugly advertisements for BMW of Orland Park.

My next car will be a Lexus...
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