Orange County - CA Crevier BMW

[SJCFlyer]

Sorry for the long post, but I'm trying to paint a fair picture of what occurred - some of it is an dealer issue, but some is reflective of BMW corporate.

We purchased a new X5 3.5d from Crevier, with excellent experience provided by Stephan -- knowledgeable on every aspect, and they have largest selection by far of X5 Diesels anywhere in the Western U.S. Rubber mats (out of stock) and a Sirius installation required a return trip.

Got a call that all the parts where in and set up an appointment for later in the week. Arrived early, the porter was super helpful ~ even getting my phone paired that had been a challenge. I was quickly in a new 3 series and out the door, expecting to pick it up later that day.

Later I was contacted - a technical problem in the service department had caused all service to be suspended for the day. Pick up for tomorrow was assured. I was appreciative of the call, but a little concerned about a big appointment scheduled for the next day that would require a 2.5 hour drive.

Called the next day at 11 and was told the car was ready for pick up. I arrived 20 minutes later. Waited another 15 ~ 20 minutes and then our X5 was brought out. It had just been washed and detailed prior to being dropping off at the dealership. But now the running boards have black footprints all over them. The wheels are much dirtier than when I dropped it off (road test for a sat. install?). Not thrilled…but okay. Then I open the door to find the floor mats are thrown on the front seat, still in their wrappers. I go to move them and spot three different splotches of white grease on my black seats (!!!). Seriously? This is how they’re giving my car back to me? The porter shrugs “Do you want me to install those mats?” (No, I had big plans to wear them as hats). I point out the other issues. “Let me see if I can do something about that” (Not a really confidence builder, but okay). I’m going to be late to my appointment, but I’m trapped.

Another 20 minutes and the X5 reappears cleaned up with mats installed. The porter gives me my paperwork and my keys. “Do I need to know anything to get my satellite radio going” I ask. “Nope, it’s all set up.” I’m really late, so I take off.

Getting on the freeway, I use iDrive to easily get to the satellite radio selector…hit “enter” and I’m greeted by “Call Sirius at 1-800-ASK-INDIA.” Okay. I take advantage of trying out the hands free phone (which is the best I’ve ever experienced) and finally reach a service rep. I explain why I’m calling, and she agrees to get me set up. “What’s your ESN number?” she asks innocently. Ummmmm. I look on a couple of places on iDrive, didn’t see it. While doing that, my call gets dropped.

I look through my paperwork – yup, it was installed. But no ESN number listed. I call the dealership and speak with John, updating him on the events of my pick up (My service advisor was out that day – apparently no one was covering for him). I asked about the ESN number “No problem, it’s in iDrive, got to “radio” then “satellite radio” and it will be right there." Being a technical person and going through a pretty congested part of the freeway, I figured I would be okay and signed off.

A few minutes later I called Sirius back and together with a nice lady played our first round of “iDrive Roulette.” She was committed to getting this resolved, but we tried and tried. She even brought in a technical expert who redoubled our efforts…but after more than an hour we raised the white flag.

I realized I hadn’t set up my BMW Assist, and in reading the manual realized they may be the very people who could help. I hit the red “SOS” button (feels wrong for a non-emergency) but could see the navigation transmitting my exact position – then suddenly I was speaking with a representative. Sort of. The experience was like two soup cans with a string running between them. I could barely make out what he was saying, and the audio quality was horrific. Everything needed to be repeated, sometimes several times (not too comforting when you think this is supposed to be a lifeline.) It will work great if you have the vocal strength of a yodeler, the hearing capability of an owl, and are good at Pictionary to figure out what garbled words could have been. Finally completed, I ask about the ESN number. “Oh, you need to contact BWM Assist” and he shows me how to reach them.

I contact them (much better reception – go figure) and a delightful lady hears my plea and, while initially surprised the SOS contact couldn’t help me, vows to solve the problem. After a few more rounds of “iDrive Roulette” she stays on the line will conferencing in a technical expert. I’ve read the manual previously. These people work for BMW. We have three college degrees between us. We’re loosing every round of “iDrive Roulette.” After over 40 minutes, we admit defeat. They suggest Sirius will know better, since it’s their system (the symbol for “infinity” flashes in my mind.)

I get back in touch with Sirius. The initial rep was very helpful, and we became just as exasperated. She brings in her tech guru who is equally determined. I’ve now been working on this over 2.5 hours (almost) straight. I’m reading her the choices I have, together we’re selecting which way to go – sometimes our choice just loops us back to the same screen. Sorta like the blind leading the deaf. I pull in the parking lot of my appointment and am just about to sign off when I see one option “unsubscribed services” that we haven’t tried. With a “What the Hell, why not” I hit the enter button ~ Viola! Angles sing! A beam of sunshine illuminates just my car! (kidding on the first, but swear the second was true!). There’s that ESN number ~ could it be smirking at me?

Cool! This should now take seconds to complete, right? “Sure, but I have to transfer to you a subscription specialist” No worries. “Edward” seems a bit frazzled when he comes on the line. We swap one liners about the events of each of our days and soon we’re both laughing. So we get down to it. “Phone number?” check. “Billing address?” check! “ESN Number?” (with relief) Check! “Okay, your all set up but which services did you want to pay for today?” ??? What? I’ve got 12 months as part of the installation. “Oh, our system as been acting up really badly today – it’s not pulling anything up” After a lot of emphasis on my part, he says he’ll jury rig it initially for 30 day free subscription and discuss it with his boss to get is sorted out later tonight. And finally…the music plays! For 10 seconds before I race off, late for my appointment.

Fast forward to the following day – my wife has the car in another county, but the Sirius account is all set up (thanks, Edward!). I just wanted to check on resolving the complimentary subscription, so I’m calling from my office. This should be a breeze, right? After a seemingly long wait, I reach another representative who must have missed their lunch break. I explain why I’m calling and provide my phone number and address. “Yes, I see your account.” “Great! Has it been updated to reflect my 12 month subscription?” “No, just 1 month” “But that’s an error – my agreement covers 12 months” “No – only 1 month” I describe the circumstances. “Hmm. What’s your ESN number?” “You’ve got to be kidding me! I’ve previously given it to you – it’s in my account. Why do you need it again?” Because the number we have on file is coming up with an error. I need to verify the number." Sorry, but I never realized it would become more important that my social security or drivers license number. I’ll have to wait until tonight when I can get it (again) from the car’s iDrive.

Later that night, armed with the precious ESN number I go yet another round with Sirius” This rep was downright hostile. We go multiple rounds after I provide the ESN number of 1 month vs. 12 months. Finally I demand to speak with a supervisor. She resisted! Loosing it, I demand to speak with one. I keep repeating it until she relents. After a glacial wait, a gentleman comes on the line.

Initially, we play this game for several more rounds, when he acknowledges that it’s now up to 3 months reflected. Still, not correct though. “Do you have access to the internet?” I ask. “Yes, sir.” "Okay, here’s how I can prove it to you." I direct him to the BMWusa site and together we build my X5 – jumping quickly to the options and selecting Satellite Stereo ~ Ta DAH! It clearly shows what I’ve been claiming all along.

The Sirius manager agrees. Yeah! Finally resolved, right? “What’s your promotion code, sir?” “What? What code are you referring to???” Checking every nook and cranny on my service invoice (the one they didn’t include the ESN number on either!). Nope, nothing listed. “Sorry, sir, without that code there’s nothing I can do.” You’ve got to be @#$%ing kidding me!!!

It’s 8pm and I’m furious. I call Crevier and asked for the highest ranking manager still there. I’m connected promptly with Paul, the sales manager. I quickly explain my frustrations, provide him with my precious ESN number and tell him “I’m done with this – you guys figure out how to finish this or I’m having it ripped out” He promises to have my sales (not service, but sales) contact Stephan resolve it first thing in the morning. (Poor Stephan – he had nothing to do with it!), but true to his word, Stephan called me at 10am the next day with everything resolved.

Points to ponder. I don’t hold Crevier completely at fault. Logic would dictate that they include the ESN number on the work invoice (and promo code for that matter). In fact, why didn’t they just set everything up as they had all the information? But equally important, why couldn’t anyone at corporate BMW crack the riddle? You would think they would have all the answers!

The condition of the car at pick up was an eye opener. This is a 25+ mile drive one way for me – while driving right past Irvine BMW to get there! And we’ve purchased both the extended service and warranty plans. We’ll see what kind of results/response comes from this event and make a decision at that point. Stay tuned!