Dealer admitted negligence

[TwinsPoppa]

Seems like they got caught ... basically owned up to it ... and things got resolved.

Yeah it sucks that you have to be treated that way only because they got caught. BUT, myself, I would turn this to my advantage.

Now, they KNOW that you're not just an ignorant customer and that you're onto them. Now you've set future expectations. I think you'll be getting good service from then from now on.

Just give them a few prods now and then to let them know you haven't forgotten. Like say "BTW .. how does BMW rate dealer service"?

Good luck with the X!

Originally Posted by desrste

Update - Here is where we stand...So on Thursday the dealer had one of their valet staff bring a 525i to drive instead of the Pontiac g6 rental I got. Dropped it off right in the driveway! Received many updates from the Service Manager through the process...Wednesday afternoon as soon as he got the car he called with a debrief. Thursday morning, Thursday afternoon, Friday morning, and finally Friday afternoon to give me the full debrief as he was having the car driven back to my house by the valet dept. So from what he told me he replaced the tension strut (front control arm) but it looks to me that they actually replaced front and rear control arms on both sides of the car...I was very surprised by this! This also fixed a problem I had when slamming my brakes for an emergency stop where the front wheels seemed to buckle under the car...oddly enough that is what started this whole mess when the replaced the thrust bushings. I have to tell you I cannot believe how much better the ride feels especially on the highway. Braking feels better too! So at this point I am pretty happy but thanks to UCrewX5 and Zulu95 I found the CPO Program Guidelines and mentioned this to the Service Manager. I spent $3,800.00 to have the X certified and felt like they missed a lot in that document. When I mentioned this to him of course he was surprised that I had a copy and then went on to say when they get a car in they want it to be as close to new as possible. BMW really relies on lease returns for this program since they typically are in really good shape. So now, in short, the dealer is going to come and get my X5 the week after next , take it to their body shop and get some of the nicks and scratches out, they are fixing one of the door pulls that is worn, replacing where your forearm would go on the doors as they are pulling up a little, complete detail - interior, exterior, engine the works. Now I know they are going out of their way to resolve my little problem I had but the Service Manager told me that this is what they would do to any CPO that they would sell. So anyone out there looking at CPO's go to the home page of X5 World and print off a copy of the CPO Inspection Guidelines Doc (it's at the bottom of the post) and make sure your prospective X5 meets that criteria...

I am disappointed I am getting this kind of treatment only because of a screw up but I am very happy that the Service Manager is doing the right thing and turning me into what may be a long time customer!

Thanks to everyone for the comments and opinions. This forum is an amazing resource and without it I would truly be in the dark about 90% of what is going on with the car. Keep Posting!

[X5 Meister]

Missed this post when it got started and it looks like it's already been resolved. You did a good job by keeping your cool. The only other thing I would have thrown in is an alignment. Also you mentioned a concern, rightly so, in going back to this dealer. Keep in mind there isn't just one tech working there, so one guy's screw up shouldn't destroy the entire reputation of a dealership. Sounds like they made/are making good and you are developing a relationship with them that is worth keeping. If it doesn't work out go elsewhere.

[desrste]

Originally Posted by X5 Meister

Missed this post when it got started and it looks like it's already been resolved. You did a good job by keeping your cool. The only other thing I would have thrown in is an alignment. Also you mentioned a concern, rightly so, in going back to this dealer. Keep in mind there isn't just one tech working there, so one guy's screw up shouldn't destroy the entire reputation of a dealership. Sounds like they made/are making good and you are developing a relationship with them that is worth keeping. If it doesn't work out go elsewhere.

You bring up a good point and I need to make sure that they did do another alignment after the work. I think they did based on the drive but I need to ask as you suggested to be 100% sure.