Very interesting conversation.
""We ignore what the customer says" Nice way to say that customers are stupid.
(It's true some are). But some customers know their vehicles.
Either way you don't ignore customers.
"He kept asking why we didn't buy the extended warranty."
Does that mean they would have found the problem in a more
expedient manner.
I don't think so and shifting the
blame for incompetence is a clear signal that it's time to find
someone else to repair your vehicle.
To be honest I believe I would write a (Non Emotional) letter
spelling out the facts and while BMWNA won't act if they read it
I would pass it along to them as well. You might get a call from the
dealer to get this matter settled.
I don't believe a customer should be disrespected for any reason.
Quote:
Originally Posted by scollins
His response was "we ignore what the customer says, as well as OBDII codes. BMW has their own test plans and systems, so that is what we use."
O-M-G! Did you really say you "ignore what the customer says"? Wow, just wow. Hell, at least sugar-coat it and make it sound less patronizing, like "we appreciate the input from our customers and we do our best to implement BMW's test plans and protocols to the highest standards."
I then asked why the error wasn't caught earlier if the technicians followed the protocols in the testing plans, and why the X5 still had the CEL/SES on when I tried to get it earlier. His response can be summed up with: 
And he kept asking why we didn't buy the extended warranty, because BMW is less likely to help out customers with "goodwill" repairs if they didn't buy the extended "warranty". What, that doesn't make any sense. Had I bought the extended warranty, they would have just covered everything after the deductible, where would "goodwill" factor into that? |
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