Bad Dealer Work - Hidden Until Now (long)

[Penguin]

Originally Posted by Weasel

BMWNA doesn't hold themselves responsible for the work quality level of every tech at every dealer... they physically can't. The dealership itself is responsible for it's own employees and their actions. .

I understand your point, and it certainly has some validity; however, I don't see McDonald's corporate taking the same attitude if someone were to complain about something which happened at a McDonald's franchise to Mconald's corporate, and they have more than 13,000 "dealers."

[Weasel]

I may even be wrong above, but this is my understanding. And it is fiscally different between a $6 lunch meal that costs $1 in materials and 2 minutes labor vs a $10,000 repair bill with $7,000 in parts. So it is very different if a McDonalds drive-through guy giving you the wrong order and a single tech at a dealer giving a wrong diagnosis on lets say a transmission. The mother company can't hold full responsibility of each tech country wide, the dealerships are independently owned and operated franchises. You can't go to subway A and demand a free sandwich because subway B messed up your order.

In the case with the OP, the dealer that took over the original location did the good by giving the customer a credit of the amount of the repair, but that in itself was a business decision as they knew it would make the customer happy and retain their business with them. Also, by giving a credit vs just forking out the repair it ensures they come back to that location again. I'll reiterate what I've found that big corporate or team owned dealerships with massive shops, high volume and 60+ techs are focused on "good numbers" and level of business while smaller privately owned shops with maybe a dozen or so techs are much more quality minded and quality controlled as they have a lot more to lose with a couple unhappy customers.