BMW NA Useless - Anyone Agree?

tommys103 · #1 02-28-2006, 12:48 PM

Everytime I go to the dealer I get lectured about how when I receive the service survey from BMW NA to give them 5's blah blah blah - I hate Open Road BMW in Edison, NJ and have had numerous problems with them claiming items weren't covered when Morristown BMW then covered them - not to mention the people are rude and acting like they are doing me a favor at Open Road....

With that being said...I do not give them 5's - and I have called to complain and received calls from BMW NA to see if I was satisfied with the service.

And I get the same answer everytime - "we are sorry but each dealership is independently owned and operated."

Then why do they waste my time with these phone calls to see how my service is and why does everyone say to reach out to BMW NA with any complaints.

I mean am I off with this observation???

p.s. - it is ironic how the same people who own Open Road BMW in Edison also own Morristown BMW and yet the warranty policies are apparently different and so is the service...

DINANM3 · #2 02-28-2006, 01:05 PM

its all up to the service manager he can do whatever he wants. And yes BMW NA is useless. BMW ia lucky i love driving there cars. Because if they were not so damn fun to drive i would never buy another one.

radioX5 · #3 02-28-2006, 01:30 PM

i don't get the pressure to "give us all fives". it makes you feel as though the quality of your future service depends on it. the dealer that i purchased my car from has not returned any of my calls in the last two months - incidently - i did not give them all fives as i had requested a couple of things touched up on my X before i took delivery that never were done. plus, i was told i had bluetooth with my assist, which i don't. i was also told i had run-flat tires, which i don't. i would have been able to read the manual on all of it, except the manual was missing and though they told me they would have a new one sent to me, they still haven't.

what is the point of the survey if it doesn't improve service?

in most cases i've found that when you are honest about the service, you get "punished" for it.

lo7100 · #4 02-28-2006, 01:45 PM

tommys103,

I understand what you are saying. I also went to open road for all the previous services. The other dealers are too far away from me so I have to stick with open road. Actually, there is a good service manager in open road and his name is Tim Taylor. If I'm not satisfied on anything, I usually get help from him.

rayxi · #5 02-28-2006, 01:50 PM

I was under the impression that the dealers get rewarded ($$$) for good survey results. I read that somewhere but I can't recall where.

tommys103 · #6 02-28-2006, 01:51 PM

I dealt with him once as well...he told me because they had treated me wrong he would offer me a 15% off parts coupon the next time I wanted to buy parts from the counter for any repair I wanted to do myself or accessory I wanted to buy. My response was: "Should I go to the website and print out the same 15% off coupon that is available to anyone with an internet connection or do you have a special one for me?"

I don't mind the drive to Morristown BMW from Staten Island - it take me 45-50 minutes as opposed to 15-20 to Open Road - I will gladly drive there when they saved me over $1500 in repairs last week that Open Road wanted to charge me for - $1500 is definately worth a half hour of my time to drive. The only thing that sucks is that I don't get a loaner bc I didn't buy my X from them.

YankeeBimmer · #7 02-28-2006, 03:25 PM

Yup BMW NA IS USELESS!

UCrewX5 · #8 02-28-2006, 04:39 PM

I'm hoping we see improvements soon

kirkX5m · #9 02-28-2006, 05:10 PM

service advisors get graded by your reviews. perfect scores usually will enter them into a nationwide contest where if they win, they are eligible to ride say an M3 for $200 monthly payment for a year...i'm not sure BMW NA actaully can do anything how service is handled at the dealership level, thats why it feels like BMW NA is totally useless to most people.

i have an amazing relationship with my SA (Aaron Burkhard at Savage BMW). We email each other dozens of time practially every day. Just about eveerything, and only about the BMW problems when they arise. I see it as a win/win situation. Be nice to them, talk to them about other things t han just your BMW problems, and offer them starbux coffee here and there, itll make their work less monontonous and youll stand out on his book. SA's usually work in teams also, and they are rewarded in many different internal ways..bottom line is be nice to them and treeat them like people and theyll return the favor.

just my two cents

kirk

Juanted · #10 02-28-2006, 08:11 PM

I guess I'm just very lucky. The service department at my local dealership, Hendrick BMW in Charlotte, has been nothing but spectacular. (I wish I could say the same thing about their sales department, but that's a different thread.) MY SA, Rick Beal, has been wonderful, flexible, accomodating, and has always given me exceptional service. I never hesitate to give them all 5s when BMW NA calls.

As someone mentioned, vote with your feet.

Juan