I have had excellent results from my chosen dealer. I think the human factor is SO important. But also, the really large dealers are anon. and its hard to work the human aspect.

I am not on 'BMW maintenance' and so pay for the dealer work/get reimbursed via 3rd party warranty/regular stuff at local BMW specialist. Whenever the X has been at the dealer for 'issues'; the service advisor has been highly efficient (in terms of calling me with updates; ensuring a suitable courtesy car is waiting and so on).

I've reacted by various means :

- 5 star reports when BMW NA call me (deserved), naming the SA
- on one particular occasion; a dealer screw up left me without the X5 for 5 days. I had a free 325 (remember, I'm not on a maintenance plan, did not buy the X5 from this dealer) and every day they called me around lunchtime with update on situation. I expressed my dismay at the delay on repair (part was not available in the whole of BMW NA) but on pickup they were polite, apologetic, filled the X5 full of gas (a cost to them; they had replaced the fuel tank sender), washed & vacuumed the X and as a nice touch put two bottles of water in the cup holders. Regular, 'good' service. My point : on pick up at the 'drive out' station, I stopped, jumped out and went back to the service dept and found my SA and said out loud with all the other SAs overhearing, "Thank you for working hard on my car, looks great"
- if you can deal with one SA; use the human factor. My SA is a fine looking woman; not a 'babe', but a good looking woman. She used to wear spectacles. At my most recent visit she is sans eyewear. So I casually inquire about her glass/contacts. "Oh, I went for lasik". Now she knows me as the guy who asked about her lasik and told her she looked great.
- my Nakamichi CD changer packs up. Hardly a major issue; but serverly aggrivating for someone who enjoys lots of music (me!). Quick call to 'lasik woman' and the anon 'we are backed up on service for 2 weeks' turns into 'can you call by at lunchtime.......no promises; but I'll see what we can do' = result = new Nakamichi.

PC