Quote:
Originally Posted by Penguin
Believe the customer and assume he isn't parking on the side of the road and calling the BMW SOS people for the heck of it, and then (1) Do a diagnostic procedure, (2) check all the TSBs to see if the symptoms match previously reported problems in the warranty/repair system. (3) check for the most likely potential flaws that would produce similar symptoms, e.g., loose wiring or connectors in the fuel pump circuit, and (4) raise it up to PUMA to see if anyone knows anything.
Yes, this might be overkill for a minor problem, but for a repeating problem with potential serious consequences, I think it is a reasonable approach.
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Overkill indeed. Do you realize how often they'd be swamped with useless problems when others come into the dealership? Any idea how prices would sky rocket to make up the lost work?
Give you a perfect example. Had a neighbor yesterday ready to call Toyotas help "crew" because his power steering stopped working...why..because ice was stuck in the linkage, once I got rid of the ice..all was good. Not excusing poor service, simply saying you can not treat everyone as a priority or you'll accomplish nothing. In the grand scheme, losing one client versus keeping 50 more..sadly..worth the loss.
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