How do you guys maintain a good rapport with your dealer?

[stwjazz7]

I've had some of my most cherished memorable experiences in socal. In fact, my customers were so appreciative of how they were taken care of, that I was invited to dinner on numerous occations. I simply treated them the way I would like to be treated.

[Kashew]

i'm up in albany. the service here takes about 2 weeks at the most ever. usually i get it in the next week. but they usually find some time to do little crap cause i'm just a nice guy

[jaba]

So cal dealers are the best. Especially if you have the car serviced in the dealership that you bought the vehicle from. It's good to establish a good relationship with a sales rep, sales assoc, fleet manager, etc. It definitely pays off, just don't abuse your maintenance warranty and make an a$$ of yourself. And learn to be appreciative of when a job is done well and in a timely manner.

Here's a true story, a relative of mine has bought his fourth bmw from this particular dealership. So he knows one of the guys there pretty well. He bought a 2002 CPO X5 4.4 about a year ago. When they did the facelift for the new 2004 x5's, he wanted a lot of the new standard changes that he saw such as the angel eyes, clear tail lights, and clear third brake light for his X5. He told the guy he knew from the bmw dealership and the guy just told him to bring his X5 anytime of the week and he'll take care of all the replacements he mentioned---FOR FREE...or if the parts he wanted replaced were broken or had a defect. Of course, there were certain limits, like you can't practically change the whole car (hehehe I mean bumpers, wheels, etc). Now that's what I call service. And here's the best part, without notice or a schedule of appointment, he's given a 3 series when he brings the car in, when he makes an appointment, they lend him a car no less of value and luxury than whatever bmw he puts into service. (e.g. he brings in his x5, they give him an x5 loaner or a 5 series at the least)

Since I'm a relative I get the same service for the x5, but I only get it through my relative's referral since he has established that good of relationship. Anywho, I hope you guys can get the same quality and high class service we get at our delearship.

[TahoeM3]

Originally Posted by Kaefer

I agree with you! All those things are important. How true that you see it as a "reverse sale" situation. Oh yeah, an occasional bottle of wine or a 20 for your service advisor does not hurt, either.

Juan

That brings up a good question. Is it ok to tip your service advisor? I have thought of it many times, but am concerned it may be a bit insulting. I mean, this isnt the door man or the valet. Now of course giving someone money usually wouldnt be considered rude, but I wouldnt want it to come across as a demeaning gesture, like he's some sort of waiter or attendant for me.

Is tipping the service advisor common? I'd be far more inclined to give a gift like a bottle of wine (good idea Juan) than to give cash.

[igosal]

I have a good rapport with my service advisor. He is very knowledgeable and also a car enthusiast. Moreover i believe in giving gifts. I gave him once a bottle of Johny Walker-1 litre and he liked it. Next time i go in for service i'll gift him again. It's the matter of give and take. You keep them happy and they keep you happy. It works everywhere, trust me.

[somewhereinla]

I have bought 3 BMW's in the past 3 years, two were from Pacific BMW, where both the dealer and the service advisor have been outstanding, and one (the X) from CenturyWest BMW. I have been so far very disapointed with both the Dealer and the service advisor at Century West, actualy my worst experiance so far,so much so that I am considering bringing my X to Pacific for service.

[rayxi]

I've had nothing but good experiences with my dealer's service department. Strangely, it's the little things that leave a lasting impression:

1) First available appointment was on the day I needed to fly out on business. Dropped off my car and got a ride to the airport. They call me on the cell phone later to say my car will be ready that afternoon and offered to drop the car off at the airport. When I fly in my car is at the airport valet service waiting for me.

2) Took my car in for a new window regulator and the SA says the door trim clip is broken and he'll order one in. I looked and it didn't seem loose and I wouldn't have noticed if he didn't tell me. A week later the part is in but it's the wrong color. The SA felt so bad he went into the showroom and removed the trim from one the showroom cars and installed it in mine.

3) I call the parts department for a few odds and ends, a wheel lock cap and some expanding rivets. The parts guy looks me up on the computer and says to pick up the parts anytime and that he put a note on the invoice stating it was no-charge.

As for tipping/rewarding the SA I personally don't think it's a good idea. In many businesses where the individual has the authority to make judgement calls on matters of money there are code of ethics policies in place that address this. You could be putting your SA in a sticky situation and/or wind up insulting him/her. If you feel you must show your appreciation with a gift, make it a sharable office gift like a big box of gourmet cookies addressed to the service department. While wine is a terrific gift I wouldn't want them sipping it while they're working on my car.

I don't make a conscious effort to maintain good rapport with the SA. I like to think I deal with everyone with the same respect and courtesy on a day to day basis and for every situation. Only if it isn't returned do I make an exception to the way I treat people.

[JV]

Originally Posted by rayxi

As for tipping/rewarding the SA I personally don't think it's a good idea. In many businesses where the individual has the authority to make judgement calls on matters of money there are code of ethics policies in place that address this. You could be putting your SA in a sticky situation and/or wind up insulting him/her. If you feel you must show your appreciation with a gift, make it a sharable office gift like a big box of gourmet cookies addressed to the service department. While wine is a terrific gift I wouldn't want them sipping it while they're working on my car.

I'll agree, but based on the input of others here, my last 2 visits to the stealer I have given my SA a $25 Starbucks gift card (they have one within walking distance) and told him to buy everyone a round of coffee on me. I don't think this has paid off yet. I've gotten a Chevy Colorado and a Ford F-150 as Enterprise loaners so far and don't seem to be any better "taken care of" otherwise.

I think this will be my last BMW as long as I live in Northern VA. Nissan treated me like a king every time. Shouldn't BMW surpass Nissan for dealer service?

JV

[rayxi]

Originally Posted by JVZ104

I'll agree, but based on the input of others here, my last 2 visits to the stealer I have given my SA a $25 Starbucks gift card (they have one within walking distance) and told him to buy everyone a round of coffee on me. I don't think this has paid off yet. I've gotten a Chevy Colorado and a Ford F-150 as Enterprise loaners so far and don't seem to be any better "taken care of" otherwise.

I think this will be my last BMW as long as I live in Northern VA. Nissan treated me like a king every time. Shouldn't BMW surpass Nissan for dealer service?

JV

I'm sorry to hear you're not happy with the service at your dealership.

A few things to consider though before writing off BMW in general. Ultimately, the service you get is from the people not from the company. If the dealership has a jerk running the show then it will be reflected in the service regardless of the marque. The individuals you deal with are working within the parameters set out by that jerk running the show. Are you aware of other customers getting better loaners? Could it be that the Enterprise loaners are the best that any customer can get? If that's the case then no amount of tipping will help you.

I tip in response to good service, not as payment up front in hopes of good service. So if I was in your shoes I wouldn't have tipped them if I wasn't happy with the service. Tipping them would be giving positive reinforcement for giving bad service.

[sageriders]

I've had nothing but top notch sales and service from Towne BMW in Clarence, NY, a suburb of Buffalo. My sales guy is Dave Cochi, knowledgeable and helpful. The Parts guy is Mike Swaim, and his assistant Andy Izzo, and they never fail to satisfy me. Have made really good deals on accessories and wheel/tire swaps when the cars were new and before they ever left the shop. Service writer Adam Orzechowski is "my" guy, and greets me like I am his long lost brother. Have been in to chg oil and filter x2 (now 8800 miles), swap summers for snow tires, and to replace a bad circuit board in the BMW Assist computer.

I've thanked them all for the good service and their friendship, and have treated them like friends. I do stop in occasionally just to shoot the breeze, and have been known to take along a bottle of wine to share with them - just as friends sometimes do.

I couldn't be more satisfied. The 330i was my first BMW after years of lusting for one, and I was so satisfied with Towne and BMW that I bought the X to replace what was then my 6th consecutive Explorer.

I agree with the other comments above. They are people with feelings just like you and me. I try to treat them like I want to be treated. Also, I realize that a BMW is, after all, only a bunch of metal parts connected together, and that sometimes things go wrong. When they do, they are not the fault of the dealer . . . .

Treat them like people and that's the way you will be treated. Good luck.