BMW Service

Originally Posted by bmw_or_audi

But the minivan is bigger and heavier. It is "more stuff" in some ways Also, it may be a ploy to make him appreciate his car more. Or perhaps they don't like him for whatever reason.

Look in most cases if you have a 911 you probably have another car, no big deal. however what if you don't. What if your 911 is you main transportation. What if the car needs this part that will take a week to get? Or a BMW. Mine will be my main transportation why should I pay out of pocket for a rental because my service center doesn't have the part and I have to wait a week.

We are not talking a few hundred a month here guys, whether you buy the car or lease we are talking thousands per month in payments. When businesses such as these dealerships provide less and less customer service and perks guess what, we all suffer. You can see the customer service dropping lower and lower in a lot of businesses. You go to a doctor's office for a 3:00 PM appointment and you end-up seeing the doctor at 4:15 PM. You call for a plummer and he is ok I will be there next week Tuesday between 8:00 AM and 12:00 noon. WTF?

So no its not ok with me. I expect service because I am paying for it. Once you accept mediocrity the next stop is NO SERVICE period.

Being in so cal we are definitely spoiled, but I have my pick of dealerships. The wife used to take her mini to one dealership but they weren't giving her A1 service. I called around and foud a dealership that fit her car in when she needed it an alway provides a loaner. The last place only provided 128s if they had them. The woman at the dealership today asked if we wanted another mini, a 328 sedan(f30), a 335 coupe or a 5 series. Now THAT is customer service and as a result they will continue to get her business and mine despite the extra distance.

A loaner may not be required but service departments are huge money makers and if you lose business there you lose money everywhere.

It isn't conceited to expect a luxury loaner on a 911 at all. It should at least be a car from the same company. A VW beetle for example

Originally Posted by MonkeyCMonkeyDo

Being in so cal we are definitely spoiled, but I have my pick of dealerships. The wife used to take her mini to one dealership but they weren't giving her A1 service. I called around and foud a dealership that fit her car in when she needed it an alway provides a loaner. The last place only provided 128s if they had them. The woman at the dealership today asked if we wanted another mini, a 328 sedan(f30), a 335 coupe or a 5 series. Now THAT is customer service and as a result they will continue to get her business and mine despite the extra distance.

A loaner may not be required but service departments are huge money makers and if you lose business there you lose money everywhere.

It isn't conceited to expect a luxury loaner on a 911 at all. It should at least be a car from the same company. A VW beetle for example

+1 on all points.

Have you noticed how much the new Beetle looks Porsche-esqe?

Originally Posted by MonkeyCMonkeyDo

Being in so cal we are definitely spoiled, but I have my pick of dealerships. The wife used to take her mini to one dealership but they weren't giving her A1 service. I called around and foud a dealership that fit her car in when she needed it an alway provides a loaner. The last place only provided 128s if they had them. The woman at the dealership today asked if we wanted another mini, a 328 sedan(f30), a 335 coupe or a 5 series. Now THAT is customer service and as a result they will continue to get her business and mine despite the extra distance.

A loaner may not be required but service departments are huge money makers and if you lose business there you lose money everywhere.

It isn't conceited to expect a luxury loaner on a 911 at all. It should at least be a car from the same company. A VW beetle for example

Now I totally agree with you on those points

Originally Posted by windsor027

look in most cases if you have a 911 you probably have another car, no big deal. However what if you don't. What if your 911 is you main transportation. What if the car needs this part that will take a week to get? Or a bmw. Mine will be my main transportation why should i pay out of pocket for a rental because my service center doesn't have the part and i have to wait a week.

We are not talking a few hundred a month here guys, whether you buy the car or lease we are talking thousands per month in payments. When businesses such as these dealerships provide less and less customer service and perks guess what, we all suffer. You can see the customer service dropping lower and lower in a lot of businesses. You go to a doctor's office for a 3:00 pm appointment and you end-up seeing the doctor at 4:15 pm. You call for a plummer and he is ok i will be there next week tuesday between 8:00 am and 12:00 noon. Wtf?

So no its not ok with me. I expect service because i am paying for it. Once you accept mediocrity the next stop is no service period.

+1

Originally Posted by tturedraider

+1 on all points.

Have you noticed how much the new Beetle looks Porsche-esqe?

If you stuck a helium tank to it and all the proportions just popped up.

It definitely has that shape, there is just something wrong with the design. I just haven't put my finger on what yet.

Originally Posted by sr5959

Hi guys, I was just told by someone at the service dept. of my dealer that if the car develops a problem and is undriveable, they have no obligation to provide a loaner, and if they have none available I would have to rent a car at my own expense.

Is this true? If so it is quite frankly a **** level of service, much worse than I'm used to with my old Lexus (not that they ever break down anyway).

Took the car in on Monday, got a vm from the service guy telling me they need longer to work on it, and he would call me next day with an update. Didn't receive any call from him Tuesday so I called, left vm. No response, just left another vm, no call back in the couple of hours since. Not impressed so far...why do they build good cars then spoil it with such poor customer service, and why do people who are terrible at customer service apply for jobs like this??? B'stards.

Last Friday, I had an embarrassing fuel pump failure in the middle of the road at 3.45pm and the car was towed at 5pm and I rode with the tow truck to the dealer who put me in a 528i loaner by 6.00pm. Repairs were completed by 3pm the next day. Nalley BMW And I did not even buy the car from them.

Originally Posted by jagu

Last Friday, I had an embarrassing fuel pump failure in the middle of the road at 3.45pm and the car was towed at 5pm and I rode with the tow truck to the dealer who put me in a 528i loaner by 6.00pm. Repairs were completed by 3pm the next day. Nalley BMW And I did not even buy the car from them.

Excellent!

I just got a call from my SA telling me they're making slow progress and they are taking car apart to find the source of the noise. I said 'I only brought it in for steering mal-function alert'...

Originally Posted by sr5959

Excellent!

I just got a call from my SA telling me they're making slow progress and they are taking car apart to find the source of the noise. I said 'I only brought it in for steering mal-function alert'...

So, did they finally give you a loaner?

Originally Posted by jagu

So, did they finally give you a loaner?

Yes I did get a loaner E90, should get my F30 back today, apparently some control module had to be replaced. Glad I'm leasing I wouldn't like to run one of these out of warranty...

Originally Posted by sr5959

Yes I did get a loaner E90, should get my F30 back today, apparently some control module had to be replaced. Glad I'm leasing I wouldn't like to run one of these out of warranty...

Yep. Lease or go CPO. My last e60 545i had a $23k engine replacement and I only paid $50. My CA showed me the bill and I couldn't believe it

I think the dealers should try their hardest to provide comparable loaners. However, I would expect in the case of disden or others, if you bring in a car whose price approaches $100k that you are given a comparable car, at least a Boxster or Cayenne. Think of it this way, its a way that the dealership says that we respect and appreciate your business. If you go out and spend $100k on something completely subjective (like cars), if I was the business owner, I'd do my best to ensure that the guy that bought the item was very well taken care of, to ensure his/her continued business. That's not pretentiousness, its just good business practice. Moreover, I'd ensure that it was a vehicle in the same target family (i.e. if the guy's driving a Porsche, I'd ensure that he'd get the same; if the dealer has the means, I'd even consider moving him/her up market (if I thought that could influence an even larger sale)). Anyone would be upset if you bought in a Bentley and were given a Focus (whose MSRP could very well be less than what you spend in repairs).

I'd say the same is true for BMW, $35-$50k is not an insignificant amount of money. Taking care of the customer ensuring they have viable transportation would be my utmost concern. The path to establishing a good business relationship is ensuring the customer is taken care of. Again, that's all within reason, some dealers simply can't afford it, but if they can, I'd say they should. It wouldn't be that hard to enter into a contract with Enterprise or Avis for on-site fully subsidized or discounted rentals. This would be even better if they could write the contract such that the 3rd party renter only rented cars of the dealer type (i.e. if its a BMW dealer, then that's what they rent exclusively); that would help out both parties.

Just remember, you cannot demand a new $50,000 car as a loaner and then complain about the cost of an oil change.

Finally got my car back today, service guys were very nice, but...

1. The snap-in where the iPhone adapter plugs in was not connected properly (not the cradle the part below it).

2. Oily finger marks all over the silver trim on center console.

So overall not impressed. Oh yeah I have to back in two weeks for a new rear window motor because the auto-up isn't working anymore.

But I must say I"m so happy to get my F30 back after that E90, difference is like night and day!

Originally Posted by monkeycmonkeydo

being in so cal we are definitely spoiled, but i have my pick of dealerships. The woman at the dealership today asked if we wanted another mini, a 328 sedan(f30), a 335 coupe or a 5 series. Now that is customer service and as a result they will continue to get her business and mine despite the extra distance.

Crevier?

Originally Posted by rdle_F30

Crevier?

Nope, nick Alexander imports. Crevier is closer but their loaners are lame and customer service has left a lot to be desired.

Originally Posted by MonkeyCMonkeyDo

Nope, nick Alexander imports. Crevier is closer but their loaners are lame and customer service has left a lot to be desired.

So you go to L.A.? Good to know, thanks.

Originally Posted by Elk

Just remember, you cannot demand a new $50,000 car as a loaner and then complain about the cost of an oil change.

Or premium gasoline