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Loaner denied
It's time for my oil change.
In addition my baby needs a new tail lamp and a little paint on the rear bumper where my nurse bumped into. But the dealer says since they will also be doing some repair work, I don't qualify for a loaner.
I think he is right but I'm not sure. In any case I'm pissed at the inconvenience of somehow getting to a car rental from the BMW dealership.
BTW, does BMW NA actually look into any complaints of gruff/slightly rude behavior on part of the dealer or should I just forget about it.
Thanks for your input.
| | Reply » Loaner denied |
Thats odd!! I had my car in for an oil change and the xenon's needed to replaced due to flickering and I was given a loaner. I would guess replacing the xenon control unit for both headlights constitutes a repair or warranty work.
I was originally put in an Enterprise car, but requested an e90 and they kindly put me in one. I would talk to your SA and find out if you need to actually reserve a time to bring your car in to qualify for a loaner.
| | Reply » Loaner denied |
I would have thought the opposite. That is, the more work you were having done, the more likely they'd give you a loaner.
I suspect they didn't have one available, and for some stupid reason told you that you didn't "qualify". 
| | Reply » Loaner denied |
When it comes to body work that is a whole different story.
Body shops aren't as able to accurately quantify their labor time as the repair guys can.
Thus giving a loaner and then experiencing a miscalculation in labor could kill any profit a body shop could make.
This usually applies more in crash damage where problems and extra work could be hidden until panels come off...but they make it standard policy for virtually any type of repair.
| | Reply » Loaner denied |
Loaners from dealers are on a case by case basis and their mood at the time but it is up to them if you get one or not...totally their call.
| | Reply » Loaner denied |
All aspects of the "loaner" process are up to the individual dealer. It's something they do to entice new and cpo buyers to their dealership. And since a lot of dealers do it, most feel that they need to do it to avoid losing sales, especially in metropolitan areas where dealers are not that far apart.
But all loaner policies are not created equal! Many of us hear "we have a loaner program" from our sales associate, and don't think more about it 'til we need to use it. Then we learn that the dealership has only a limited number of loaners available, and that it will take longer to get an appointment with a loaner than without.
I, for one, don't fault my dealership for not having enough loaners for every customer to get one no matter when they schedule their service appointment. It's a benefit, and I take advantage of it when it's convenient for me to do so. If I'd rather get my oil changed sooner, and just have a family member come get me, then that's my choice. If it meant a lot more to me, perhaps I would dig in and get more details on the loaner programs of each dealership within a reasonable distance from my house.
"BTW, does BMW NA actually look into any complaints of gruff/slightly rude behavior on part of the dealer or should I just forget about it."
BMW dealerships are independent businesses. Did you talk with the owner of the dealership? It's general manager? It's service manager. If you have complaints about the way an employee treated you, I would address them to those most responsible for that employee, namely, the people I just mentioned (in reverse order). You are most likely to get satisfaction from one of them, not from some customer service agent at BMW NA in New Jersey. So no, you shouldn't forget about it, but you should address it in the best way.
And also take a retrospective look at how you interacted with them. Were you gruff or slightly rude as a result of being disappointed at not getting a loaner? Two wrongs don't make a right, and perhaps "the customer is always right," but if I have a poor interaction due at least in part to *my* pissy attitude, I'd not be calling up to complain about the dude at the other end of the phone. I'd just chalk it up to human nature.
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Loaner denied