Dealer lost my key :(

[acitydweller]

I brought my 2005 x5 4.4 in for two things. replace the front brakes (rotors/pads) under warranty and to repair my PDC which is constantly beeping and blinking when in Reverse Gear.

The PDC problem was due to a stretched wire. 1.5 hours of labor charged $193 (including tax).

No fee for new wire (had to smirk when the service writer mentioned this as if it was charged to their good graces)

well 25 minutes of waiting in the parking lot, two parking valets came up to me asking me for my paperwork with the car's tag number. after 10 minutes more of non-response i walked in to the receptionist where they porters were paged again. another 10 minutse go by and i find the same receptionist who had thought i had gone home by now and we both head over to see the service writer manager. by now i know where my car is parked on the dealer lot but again no one is telling me anything. A parking attendant then shares with me how messed up it is at the dealer and eludes to the fact that my key has gone missing and it has been happening a lot lately...

the manager comes back to me and tells me they have to order a key as it has gone missing. To add insult to injury, i pointed out that the bumper grill was poping out and the car was not brought here in that condition. the manager said the car was hit in the front. I said very nicely "please think very carefully before you say another word" and suggested he examine the paperwork he had in his hand. Basically it was in for a pdc repair and the bumper grill where i was pointing out was exactly where the work had taken place.

after another 10 minutes, he said a mechanic will take care of that before you leave today.

There are no "sorries" or apologies and no admittance of fault at the bmw dealership.

I wont fault my service manager as he did an excellent job on his end. (he just happened to be out side the day i picked up my car.). but i will fault the dealership and manager for being a complete customer service ignoramus. how many times has a car valet pocketed a customer's keys in your experience? At bayside bmw, apparently this happens more often than not.

[lvly808]

Sorry about your experience. I would have been very irritated. I am surprised Bayside would be so bad.

[youry]

BMW service is horrible. Because I didn't want to pay for a half job, the guys from Morristown BMW called the police. Say "thank you" they didn't call the police for not being satisfied.

[nrgetic99]

Out of curiosity, when the dealer reprograms your new key, does it make all previous versions invalid ??

If not, you have a vehicle for which someone else clearly now has a key and a way to disarm the alarm...

David

[2002Silver4.6is]

Try Bell BMW in Northern NJ. I have friends who use them. Very good service.

http://www.bellbmw.com/

[BMWLOVER]

That was very bad customer service.

[Islands52]

I had to double check your location, because it sounds like you visited BMW of Honolulu.

Hope they improve and get you all sorted soon. How did you get home? Were they somehow able to program a temp key, or did your S.O. have to come with the spare?

[blktoptrvl]

They 'lost' your key...
They have your personal information including your address...
There are only a limited number of keys for each vehicle(?)...

They should replace your ignition, and all related keys.

[primetime]

Horrible service....not surprised though. BMW service at the dealer is questionable at best. Its pretty dissappointing actually....I was just at the dealer today, dropped my car off to have the frozen door latch issue taken care of..We'll see what happens tomorrow when they call me.

[youry]

Originally Posted by primetime

..We'll see what happens tomorrow when they call me.

they will tell you that the initial estimation is way off and that you need more imaginary parts. eventually they will offer to change the whole door. I was told that everything inside has to be replaced and asked $1600. I changed the actuator myself ($35 on Ebay) in 10 minutes and works like new.