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Service rep- How long have you had yours?
Out of curiosity, for those of you assigned a service rep at the dealer, how long have you had him/her as your rep? I've always preferred having someone more experienced and someone that'll recognize you (hopefully for good reasons) when you go for service. I made a service appt today, but was dismayed to find that our old rep, Jon Marx, had left. He'd been our rep for over 2 years, and did a good job in customer service. This new guy, didn't create a positive impression with me at all, fidgeting and bobbing his foot up and down the whole time. He was also like "Well, if you don't bring it in first thing in the morning, I don't know if I can get it done for you the next day. We only pay for the first 24 hours of the rental car, so if you drop it off at noon and we get it done by 5pm tomorrow, you'll have to pick up the tab the extra day rental. Um okay, since WHEN was there this unheard of "we pay for one day rental only" rule?  So what if I don't feel like getting up at the crack of dawn? (I don't intend to show up at the 7:30am time) Our old rep never gave us a hassle over rentals, letting us keep it for as long as the X3 was in service, and asked no questions if the rental was too lousy and we wanted an upgrade. Needless to say, I wonder if anyone else has this experience: newbie that makes up rules. How long have you guys had your service rep? | | Reply » Service rep- How long have you had yours? |
Funny you bring this up, as I have recently gone through the same experience myself. My Service Advisor at my local BMW dealership also left (he has assisted me for two years as well), which is rather unpleasant for me, as I also believe it is best to deal with the same person each time you have a service call. The new guy is not bad, but I will once again have to get this guy "trained" as to what is acceptable and unacceptable for me in terms of work that is absolutely necessary to be done to the car versus something that they have decided needs to be done (not necessary). Also, once you have a good relationship with your service guy, I have found that they tend to be much more honest with you about your options on service and try to work with you on pricing (instead of giving you the "off the shelf" rates). Afterall, though this is the service department, it is all about "sales" and making the customer feel like they have gotten value.
| | Reply » Service rep- How long have you had yours? |
I dont use the $tealer$hip 
| | Reply » Service rep- How long have you had yours? |
I've been going to the same guy since I purchased in January of '04. I had switch off to another guy 1.5 years into it a couple times b/c my SA was on vacation those times, he was good, but the guy I have is still better. I hope he doesn't leave, he's done alot of stuff for me w/out any hassle at all...I will definitely stay w/ him for the long haul, but if he leaves, I'm not sure what I'd do while I'm still under warranty. For those in this thread who's SA left, ask some of the customers at the dealership who their SA is, if they like them, etc, and switch to whomever has happy customers. Like Tex implied, after warranty/maintenance is up, go to an independant BMW mech., they will treat you just as good/better than your old SA.
| | Reply » Service rep- How long have you had yours? |
Quote: Out of curiosity, for those of you assigned a service rep at the dealer, how long have you had him/her as your rep? I've always preferred having someone more experienced and someone that'll recognize you (hopefully for good reasons) when you go for service.
I made a service appt today, but was dismayed to find that our old rep, Jon Marx, had left. He'd been our rep for over 2 years, and did a good job in customer service. This new guy, didn't create a positive impression with me at all, fidgeting and bobbing his foot up and down the whole time. He was also like "Well, if you don't bring it in first thing in the morning, I don't know if I can get it done for you the next day. We only pay for the first 24 hours of the rental car, so if you drop it off at noon and we get it done by 5pm tomorrow, you'll have to pick up the tab the extra day rental.
Um okay, since WHEN was there this unheard of "we pay for one day rental only" rule? So what if I don't feel like getting up at the crack of dawn? (I don't intend to show up at the 7:30am time) Our old rep never gave us a hassle over rentals, letting us keep it for as long as the X3 was in service, and asked no questions if the rental was too lousy and we wanted an upgrade. Needless to say, I wonder if anyone else has this experience: newbie that makes up rules. How long have you guys had your service rep? | I made friends with the Manager of the service department and it has worked for me. He's a really personable guy and I enjoy talking with him when I need my cars serviced. He's also sensitive to the fact that I travel alot and have a rough time scheduling appointments so he's very good about getting my car in when I have time to get it done. Lot's of times he gives me loaners that simply go from the dealer to the airport parking garage for the week and then I pick up my car the next day if I get in too late.
But I suggest that you make friends with the service manager. Those guys tend to stick around a lot longer than the write up guys.
| | Reply » Service rep- How long have you had yours? |
At JMK BMW the Service Manager as well as all the SA's are very good.I used most of them in the years I've been going to JMK and have been totaly satisfied. The last 2 1/2 to 3 years I settled in on one SA, we have personal things in common and we have other things to talk about other than service work which makes the trip to JMK more pleasant than it already was.
cheers
vern
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Service rep- How long have you had yours?