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  #1  
Old 05-06-2004, 09:13 AM
jvr826's Avatar
jvr826 jvr826 is offline
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Location: In the woods. Santa Cruz County, CA
 
Join Date: Apr 2002
Posts: 8,829
Mein Auto: 05 330ci 6MT
Great Service Experience @ Weatherford BMW in Berkeley, CA

I have to commend Steve Gass and the team at Weatherford BMW for going the extra mile on my service visit for warranty items. I called them a week ago to arrange an appointment and a loaner car for 5/4/04. You see, even though I didn't buy the car there, nor was I in for a major service, they still gave me a loaner, and not some Kia either - a 325Ci. More on that later. I drove 90 miles to have them work on my car because my past experiences with them have been so good. I passed by 4 other BMW centers on the way, 3 of which I've tried in the past and have been very disappointed. Weatherford knows service!

My appointment was to address a number of warranty items, most notable the infamous seat click. In addition, my rear windows were clunking when they reached the top, I had a wrattling sound from under the car, and I had a pair of new tires for them to mount/balance and requested a 4-wheel alignment.

Seat Click
I've complained about this on 3 occasions at 2 dealerships. The last visit I demonstrated the click to the assistant service manager who acknowledged it as a problem. When I returned to pick up the car, he had closed out the problem with a "could not duplicate" resolution code. Needless to say I blew a gasket. He didn't even try to fix it. I gave them 2's and 3's on the survey calls I received and was told someone from BMWNA would be calling me back. I received no calls from BMWNA or the dealership. So much for building a service relationship, I will never go back there for anything again.

I explained all of this to Steve and we went out to the car to reproduce the problem I've been suffering with for 2 years. My car had been moved by someone who was very vertically challenged and suddenly the click was gone. Regardless, Steve called BMWNA to discuss it, they reminded him of a TSB about "stacked tolerances" and he told them he had to do something for his customer. They recommended disassembling the seat and applying a silicone lubricant to all of the rails, exactly what Belushi's dealer did for him. So that's what they did. The click isn't 100% gone, but it is much better now. Most importantly, THEY TRIED!!!

Under car noise
They acknowledged it on a test drive and diagnosed it as a lose sway bar mount up front. They retorqued it.

Rear Window Clunk
Faulty regulators, both replaced at no charge.

Tire mount/balance & Alignment
They charge only $20 to mount and balance a tire and they do it carefully and prefectly. The 4-wheel alignment was only $109 with an online coupon, they do this well also.

Summary
Everything was addressed and Steve called me at the end of day 1 with a detailed update of everything they did that day. He gave a diagnosis and fix for every problem, not excuses. The morning of day 2 I received another call when the rest of the work was completed. When I arrived to pick up the car, Steve and I talked about everything in detail and I commended him on his efforts. He'll be getting all 5's from me when I get the survey call.

On the loaner car, when I called there were none available on the day I needed it, so a couple days before my appointment I e-mailed Tamara & Sherry there and explained I was coming in from a great distance away and that the date was most convenient for me. I offered Krispy Kreme donuts as a show of good faith. :-) They called me back and said they could accomodate me with a loaner. When i arrived with 2 dozen KK's, Tamara just smiled. She appologized that she didn't have a Z4 for me and said she'd have accomodated me even if I didn't bring the donuts. Again, no excuses, just results!

The 325Ci was a fun little car and living where I do I had every opportunity to test it out. The sport shift is a suitable alternative to rowing my own gears, though I prefer the stick. The engine was smooth and adequate and I can see where a 330Ci would be all that much more fun. An M3 must be absolutely sick!

It's quite a haul for me to visit Weatherford now, but I will go back again and again. Customer service goes a long way with me. Hell, I travel to Santa Barbara to buy my cars because the former Cutter Motors treated me very well on the sale part. When I was in the market for a new car, I visited every dealership in the Bay Area and almost didn't get a BMW because of the "if you don't want it, someone else will" attitude. Cutter was so the opposite! Unfortunately they're a bit too far to visit for service.

I needed to share because so many of us have negative experiences with service on our cars and it's good to know that some dealerships put customer service as a top priority. Weatherford is one of those dealers!
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  #2  
Old 05-06-2004, 09:37 AM
vern vern is offline
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Location: New Jersey
 
Join Date: Apr 2002
Posts: 4,718
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Mein Auto: 01 330ci 05 530i 06 X3
Quote:
Originally Posted by jvr530i
I have to commend Steve Gass and the team at Weatherford BMW for going the extra mile on my service visit for warranty items. I called them a week ago to arrange an appointment and a loaner car for 5/4/04. You see, even though I didn't buy the car there, nor was I in for a major service, they still gave me a loaner, and not some Kia either - a 325Ci. More on that later. I drove 90 miles to have them work on my car because my past experiences with them have been so good. I passed by 4 other BMW centers on the way, 3 of which I've tried in the past and have been very disappointed. Weatherford knows service!

My appointment was to address a number of warranty items, most notable the infamous seat click. In addition, my rear windows were clunking when they reached the top, I had a wrattling sound from under the car, and I had a pair of new tires for them to mount/balance and requested a 4-wheel alignment.

Seat Click
I've complained about this on 3 occasions at 2 dealerships. The last visit I demonstrated the click to the assistant service manager who acknowledged it as a problem. When I returned to pick up the car, he had closed out the problem with a "could not duplicate" resolution code. Needless to say I blew a gasket. He didn't even try to fix it. I gave them 2's and 3's on the survey calls I received and was told someone from BMWNA would be calling me back. I received no calls from BMWNA or the dealership. So much for building a service relationship, I will never go back there for anything again.

I explained all of this to Steve and we went out to the car to reproduce the problem I've been suffering with for 2 years. My car had been moved by someone who was very vertically challenged and suddenly the click was gone. Regardless, Steve called BMWNA to discuss it, they reminded him of a TSB about "stacked tolerances" and he told them he had to do something for his customer. They recommended disassembling the seat and applying a silicone lubricant to all of the rails, exactly what Belushi's dealer did for him. So that's what they did. The click isn't 100% gone, but it is much better now. Most importantly, THEY TRIED!!!

Under car noise
They acknowledged it on a test drive and diagnosed it as a lose sway bar mount up front. They retorqued it.

Rear Window Clunk
Faulty regulators, both replaced at no charge.

Tire mount/balance & Alignment
They charge only $20 to mount and balance a tire and they do it carefully and prefectly. The 4-wheel alignment was only $109 with an online coupon, they do this well also.

Summary
Everything was addressed and Steve called me at the end of day 1 with a detailed update of everything they did that day. He gave a diagnosis and fix for every problem, not excuses. The morning of day 2 I received another call when the rest of the work was completed. When I arrived to pick up the car, Steve and I talked about everything in detail and I commended him on his efforts. He'll be getting all 5's from me when I get the survey call.

On the loaner car, when I called there were none available on the day I needed it, so a couple days before my appointment I e-mailed Tamara & Sherry there and explained I was coming in from a great distance away and that the date was most convenient for me. I offered Krispy Kreme donuts as a show of good faith. :-) They called me back and said they could accomodate me with a loaner. When i arrived with 2 dozen KK's, Tamara just smiled. She appologized that she didn't have a Z4 for me and said she'd have accomodated me even if I didn't bring the donuts. Again, no excuses, just results!

The 325Ci was a fun little car and living where I do I had every opportunity to test it out. The sport shift is a suitable alternative to rowing my own gears, though I prefer the stick. The engine was smooth and adequate and I can see where a 330Ci would be all that much more fun. An M3 must be absolutely sick!

It's quite a haul for me to visit Weatherford now, but I will go back again and again. Customer service goes a long way with me. Hell, I travel to Santa Barbara to buy my cars because the former Cutter Motors treated me very well on the sale part. When I was in the market for a new car, I visited every dealership in the Bay Area and almost didn't get a BMW because of the "if you don't want it, someone else will" attitude. Cutter was so the opposite! Unfortunately they're a bit too far to visit for service.

I needed to share because so many of us have negative experiences with service on our cars and it's good to know that some dealerships put customer service as a top priority. Weatherford is one of those dealers!
Put your dealer experiences good or bad on www.dealerrater.com so everyone can benefit from them.
Its nice to hear good stuff about a dealer instead of all the bad things all the time.I also have a great dealer that I go to,JMK BMW,never had anything bad to say about them in th2 1/2 years I've been going to them.
Good luck
vern
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  #3  
Old 05-06-2004, 08:49 PM
woohoo's Avatar
woohoo woohoo is offline
What to do...?
Location: SF Bay Area
 
Join Date: May 2003
Posts: 648
Mein Auto: 128i
Maybe I'll take mine there for the 15,000 mile service
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  #4  
Old 05-07-2004, 12:06 AM
Daeguboy Daeguboy is offline
Registered User
Location: Bay Area
 
Join Date: Mar 2004
Posts: 21
Mein Auto: Lexus
Weatherford is awesome. Sunhil and Kevin are exceptional also.
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