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General BMW
Use this forum to talk about general BMW news/stories and to chat with fellow enthusiasts about the direction that BMW is going in for their cars and/or motorcycles!

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  #1  
Old 03-24-2005, 09:31 AM
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shaftdrive shaftdrive is offline
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Mein Auto: 1999 K1200 & 2001 525
Whom to contact at BMW USA for help?

Who is the customer care contact at BMW USA who cares about us?
What is the procedure to get help from that customer representative?

- I'm new to BMW (although I've owned other luxury cars for decades).
- I don't mind paying through the roof for premium service.
- But I expect that paid-for premium service to be completed.


BACKGROUND:
- I was promised extensive BMW diagnostics ... I paid extra for the extensive diagnostic report ... I signed the bill adding "pending receipt of extensive diagnostic report" ... yet ... by today, this extensive diagnostic report has not surfaced. While the evidence trail is still warm, I want to give BMW a chance to resolve this gracefully.

Whom am I to contact at BMW USA to obtain my diagnostic report?

More details than you want to know are in this 5-series thread:
http://www.bimmerfest.com/forums/sho...02#post1131102
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  #2  
Old 03-24-2005, 11:52 AM
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Salvator Salvator is offline
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Have you tried going through The BMW Owners Circle? www.bmwusa.com Clink on Owners Circle and sign up (if you have not already) and you'll be able to send "priority" emails to some people who may bot be able to help you directly, but may be able to provide you with a contact...
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  #3  
Old 03-24-2005, 12:56 PM
vern vern is offline
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You are better off doing it by phone,1-800-831-1117,BMWNA Customer Relations.Good luck
vern
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  #4  
Old 03-24-2005, 01:05 PM
Alex Baumann Alex Baumann is offline
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Contact Vatkens, our resident BMW NA Customer Relations rep

http://www.bimmerfest.com/forums/member.php?userid=404
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  #5  
Old 03-24-2005, 01:16 PM
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Salvator Salvator is offline
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Quote:
Originally Posted by Alex Baumann
Contact Vatkens, our resident BMW NA Customer Relations rep

http://www.bimmerfest.com/forums/member.php?userid=404
Didn't even think about sending him a PM!
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  #6  
Old 03-24-2005, 04:56 PM
Wallenrod Wallenrod is offline
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I don't mean to sound like this but I seriously doubt that you will find this one person who cares and can solve your problems. BMW is a big bureaucratic organization just like your bank, phone company, hmo etc etc. As such they do not have a goal in mind and rational pursuit of it as the situation surfaces just like you or me. They have procedures executed by people for whom it is just a job. The only way you can achieve something in an organization like this is through persistance and patience.


Quote:
Originally Posted by shaftdrive
Who is the customer care contact at BMW USA who cares about us?
What is the procedure to get help from that customer representative?

- I'm new to BMW (although I've owned other luxury cars for decades).
- I don't mind paying through the roof for premium service.
- But I expect that paid-for premium service to be completed.


BACKGROUND:
- I was promised extensive BMW diagnostics ... I paid extra for the extensive diagnostic report ... I signed the bill adding "pending receipt of extensive diagnostic report" ... yet ... by today, this extensive diagnostic report has not surfaced. While the evidence trail is still warm, I want to give BMW a chance to resolve this gracefully.

Whom am I to contact at BMW USA to obtain my diagnostic report?

More details than you want to know are in this 5-series thread:
http://www.bimmerfest.com/forums/sho...02#post1131102
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  #7  
Old 03-24-2005, 05:17 PM
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shaftdrive shaftdrive is offline
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Quote:
Contact Vatkens, our resident BMW NA Customer Relations rep
Hmmmm ... Is there another way to reach our resident Customer Relations guru?
Here is what I get when I try through Bimmerfest:

Sorry! That user has specified that they do not wish to receive emails. If you still wish to send an email to this user, please contact the administrator and they may be able to help.
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  #8  
Old 03-24-2005, 05:47 PM
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shaftdrive shaftdrive is offline
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Quote:
Originally Posted by vern
800-831-1117,BMWNA Customer Relations
As an experiment, and to further Bimmerfest knowledge, I called that BMW NA Customer Relations number today.

"B" answered the call. After taking down the last 7 numbers of my VIN, he asked for my contact information. (BEWARE of this ... I have the previous owner's contact information, including her name, phone number, address, etc. which I have absolutely no right to have ... so I suggest you give your personal data out sparingly to BMW).

"B" explained that he represents BMW North America, the manufacturer!
He does NOT represent the dealership.
He does NOT represent any service performed.


His role in life is to field our calls (the owner of BMW motorcycles & "vehicles" (which is what they call cars apparently, as if a motorcycle isn't a vehicle) and to "Build a Case" for us to hand to the "Market Teams".

What's a Market Team?
Apparently every USA BMW dealership belongs to a broad geography:
- South, Central, East, West, etc.

Armed with our case, the Market Team then speaks with the dealership to resolve the issue. At least that's how "B" says it's supposed to work.

In my specific case, the battery could be covered if it was a BMW battery, for example, because it is MANUFACTURED by BMW (or at least in name). However, the SERVICE performed by the dealership would NOT be handled by BMW Customer Relations because, "B" said, the dealership is an "independent institution" not owned by or affiliated with BMW.

Interesting. Having only owned a BMW "vehicle" for a month, this is all new to me.

BTW: I suggest you call this Customer Relations team to DELETE your personal information (name, address, phone, email, etc.) when you sell your BMW. Otherwise, guys like me will get that information which was simply handed to me in the Vehicle History Report run by the dealeship who is the custodian of this information. As this is unrelated, I opened a separate thread asking how we should protect this personal information at:
http://www.bimmerfest.com/forums/showthread.php?t=92183


Last edited by shaftdrive; 03-24-2005 at 06:07 PM.
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  #9  
Old 03-24-2005, 10:28 PM
Wallenrod Wallenrod is offline
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Location: Bay Area
 
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It has been discussed before, BMW dealerships are independent business ventures and are not owned by BMW. BMW has some control over them through a carrot and stick method, namely allocations and CSI system but in the end it all comes down to sales. As long as they sell, they will be OK.
Choosing a dealership to service your car is a very important matter - much more important IMO than where you buy it. It takes some serious due diligence. I wouldn't just drive into a delership and have them fix my car. As all businesses there are crappy ones and there are great one and there are average ones.

As far as personal data is concerned - hey all marketing companies in this country have it anyway anyway after you purchase anything (that's why 95% of your mailbox consists of crap) so why not let the next BMW owner have it. I'll gladly answer his/her questions about the car after I sell/trade it.

Good Luck with your efforts!

Quote:
Originally Posted by shaftdrive
As an experiment, and to further Bimmerfest knowledge, I called that BMW NA Customer Relations number today.

"B" answered the call. After taking down the last 7 numbers of my VIN, he asked for my contact information. (BEWARE of this ... I have the previous owner's contact information, including her name, phone number, address, etc. which I have absolutely no right to have ... so I suggest you give your personal data out sparingly to BMW).

"B" explained that he represents BMW North America, the manufacturer!
He does NOT represent the dealership.
He does NOT represent any service performed.


His role in life is to field our calls (the owner of BMW motorcycles & "vehicles" (which is what they call cars apparently, as if a motorcycle isn't a vehicle) and to "Build a Case" for us to hand to the "Market Teams".

What's a Market Team?
Apparently every USA BMW dealership belongs to a broad geography:
- South, Central, East, West, etc.

Armed with our case, the Market Team then speaks with the dealership to resolve the issue. At least that's how "B" says it's supposed to work.

In my specific case, the battery could be covered if it was a BMW battery, for example, because it is MANUFACTURED by BMW (or at least in name). However, the SERVICE performed by the dealership would NOT be handled by BMW Customer Relations because, "B" said, the dealership is an "independent institution" not owned by or affiliated with BMW.

Interesting. Having only owned a BMW "vehicle" for a month, this is all new to me.

BTW: I suggest you call this Customer Relations team to DELETE your personal information (name, address, phone, email, etc.) when you sell your BMW. Otherwise, guys like me will get that information which was simply handed to me in the Vehicle History Report run by the dealeship who is the custodian of this information. As this is unrelated, I opened a separate thread asking how we should protect this personal information at:
http://www.bimmerfest.com/forums/showthread.php?t=92183

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  #10  
Old 03-25-2005, 05:21 AM
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Artslinger Artslinger is offline
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I know one thing if you give the dealer zeros in the follow-up BMW service survey the dealer will hear about it from BMWNA. I have had service managers call me up after a bad score. There must be a reason why dealers dislike bad scores by the customer in the service surveys.
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  #11  
Old 03-25-2005, 05:57 AM
bmw325 bmw325 is offline
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Quote:
Originally Posted by Artslinger
I know one thing if you give the dealer zeros in the follow-up BMW service survey the dealer will hear about it from BMWNA. I have had service managers call me up after a bad score. There must be a reason why dealers dislike bad scores by the customer in the service surveys.
AFAIK, the reason is that the dealerships get some sort of monthly compensation from BMWNA that's tied to CSI. But, SARAFIL would probably have the more complete story.
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  #12  
Old 03-25-2005, 10:30 AM
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shaftdrive shaftdrive is offline
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I didn't even think about that survey card they placed on my dash.

I actually threw it away at the dealership when I discarded the platic bag over the driver seat and the paper floormat (at the time, I thought *they* should have cleaned up the car, not me).
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  #13  
Old 03-25-2005, 02:25 PM
Wallenrod Wallenrod is offline
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That maybe some internal survey. They don't come from the dealership but from BMWNA. I usually get a phone call from them or something in the mail sometime after the service.

They should have cleaned your car before they returned it to you. That's just inexcusable laziness - I would have complained right there and then.


Quote:
Originally Posted by shaftdrive
I didn't even think about that survey card they placed on my dash.

I actually threw it away at the dealership when I discarded the platic bag over the driver seat and the paper floormat (at the time, I thought *they* should have cleaned up the car, not me).
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  #14  
Old 03-27-2005, 11:45 AM
redbeemer redbeemer is offline
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My dealer never cleans my car.
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  #15  
Old 03-27-2005, 12:11 PM
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RaceTripper RaceTripper is offline
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Quote:
Originally Posted by redbeemer
My dealer never cleans my car.
My service center always washes my car before they give it back, unless I tell them not to.
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  #16  
Old 03-27-2005, 08:18 PM
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shaftdrive shaftdrive is offline
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In my case, the BMW dealership did NOT wash my car (or any car).
There was a sign at the service entrance saying something like "sorry for the inconvenience ... but ...".
My previous dealership, Lexus, always cleaned the car before I picked it up!
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