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The service at my one and only local dealership has become so bad I doubt many would believe it. It is not only me, but every BMW owner I speak with receives the same almost criminal customer service. It has become really difficult with my busy schedule to keep driving the two hours to the next closest dealership, who by the way provides excellent service. I have three BMWs in my stable, and have been on the list for the E90 M3 for sometime. Over the last few months I have been asking myself what I am doing, and in my mind have started factoring in inconvenience and poor service in the price of my vehicles.
I have emailed, called, written BMWNA as well as given poor customer surveys to the local service. Mercedes also had a really bad dealership here and just opened a second dealership north of our city (pop. > 1 million) which prides themselves on customer service. Now the first Mercedes dealership is tripping over themselves trying to keep customers and provide the service they should have been from the start.
Can anyone suggest any specific contacts at BWMNA or in Germany I can write and tell about my local dealer and ask them to consider a second dealership like Mercedes did?
Thanks for any ideas.
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Tom Purves is Chairman and CEO of BMW NA. Howard Mosher is Executive VP Operations of BMW NA. Good luck!!!
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Brother let me know what you find out. My dealer is an ass. I guess it is because I am only 26 but look even younger than that, but everytime I go to my dealer I have to fight to get someone to help me. The last time I went there was a guy in a bussiness suit walking in the door in front of me. The service guy opens the door for him, and I am only about 2 feet behind him and the service guy lets the door close LITERALY in my face. I blow that off and go to the counter. There are two employees talking behind the counter about nothing in particular, no other customers in the area. I wait about a minute and a half and finnally say, "Is there someone that can help me." They kind of look over, look me up and down and then say, "sure". I was pissed off and I let them know it. Do you know what kind of response I got? "Sorry about that". That was all the manager said. Guess where I will not be going again.
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Quote: | Brother let me know what you find out. My dealer is an ass. I guess it is because I am only 26 but look even younger than that, but everytime I go to my dealer I have to fight to get someone to help me. The last time I went there was a guy in a bussiness suit walking in the door in front of me. The service guy opens the door for him, and I am only about 2 feet behind him and the service guy lets the door close LITERALY in my face. I blow that off and go to the counter. There are two employees talking behind the counter about nothing in particular, no other customers in the area. I wait about a minute and a half and finnally say, "Is there someone that can help me." They kind of look over, look me up and down and then say, "sure". I was pissed off and I let them know it. Do you know what kind of response I got? "Sorry about that". That was all the manager said. Guess where I will not be going again. | Reminds my of when I bought my first BMW. I was also young looking and went to the dealer dressed too casual for them -- cutoffs, t-shirt, sandals (it gets mighty hot here in South Texas). Every time I went to the dealer to look at the cars they would not give me much attention. I usually had to ask to be helped. When I finally decided on which car I wanted, I paid cash (just proves you can't always tell a book by its cover). When I was signing all the paperwork, I was told in a very condescending way that I was not their "typical" customer. I was very insulted by that comment and almost walked out without the car because of their demeaning attitude.
There have been many times when I enter their service dept that I feel like it's a bother to get them to help me.
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Quote: The service at my one and only local dealership has become so bad I doubt many would believe it. It is not only me, but every BMW owner I speak with receives the same almost criminal customer service. It has become really difficult with my busy schedule to keep driving the two hours to the next closest dealership, who by the way provides excellent service. I have three BMWs in my stable, and have been on the list for the E90 M3 for sometime. Over the last few months I have been asking myself what I am doing, and in my mind have started factoring in inconvenience and poor service in the price of my vehicles.
I have emailed, called, written BMWNA as well as given poor customer surveys to the local service. Mercedes also had a really bad dealership here and just opened a second dealership north of our city (pop. > 1 million) which prides themselves on customer service. Now the first Mercedes dealership is tripping over themselves trying to keep customers and provide the service they should have been from the start.
Can anyone suggest any specific contacts at BWMNA or in Germany I can write and tell about my local dealer and ask them to consider a second dealership like Mercedes did?
Thanks for any ideas. |
Contact:
Leonora Vlaovich
Customer Relations Coordinator
BMW of North America, LLC
201.263.8222 - phone
201.930.8484 - fax
e-mail: leonora.vlaovich@bmwna.com
Best of luck. 
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I realy don't under stand you guys,you constantly complain and whin about your dealers but you never mention them by name.Whats the deal? Put your dealer experiences good or bad on www.dealerrater.com so everyone can benefit from them.Good luck
cheers
vern
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