Cargo cover and BMWUSA customer elimination management

bigx5er · #1 04-05-2011, 11:49 PM

I received on of the few 2011 X5s that did not have the cargo cover as a mandatory option. Actually when I ordered the X5, I didn't even see it as an option and assumed it was included like my 2010.

When I took a trip to Florida I realized how much I missed it. Mainly for security to cover stuff up (like golf clubs). So on the drive down, I called BMW dealerships hoping to pick on up.

I then learned the $100 factory option is over $500 from a dealership and no one stocked them.

So I contacted BMWUSA and explained my issue in detail. Told them how many new BMWs I've purchased (over 10) and asked if they could help with the cost since BMW did restore it as a mandatory option on 2011s.

Their response was a very generic "Your parts department can assist you the best..." They never really read what I wrote and showed no signs of caring.

So that leaves me either out over $500 for a cover, or dare I say looking at a different car for my next trade (which is usually every 1.5 years). Showing no appreciation for a long-term customer really irked me.

What ever happened to customer service and customer retention?

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ard · #2 04-06-2011, 02:18 AM

They absolutely do not care.

But you wrote them an email, right? This was screened by one of their low level monkeys. Nobody with a brain read it. Call, or better a paper letter.

However, sadly, you will probably not find someone willing to help even if you get a human- they are trained to deflect and steer you to the dealer...the same one that is seeking to screw you for $500.

Shop around, should be half of that.

Your local dealer making new car sales every 1.5 years ...not willing to help you out?? Why blame BMW alone? You local dealer probably views you as a cash cow.

bigx5er · #3 04-06-2011, 06:51 AM

Quote:

Originally Posted by ard

They absolutely do not care.

But you wrote them an email, right? This was screened by one of their low level monkeys. Nobody with a brain read it. Call, or better a paper letter.

However, sadly, you will probably not find someone willing to help even if you get a human- they are trained to deflect and steer you to the dealer...the same one that is seeking to screw you for $500.

Shop around, should be half of that.

Your local dealer making new car sales every 1.5 years ...not willing to help you out?? Why blame BMW alone? You local dealer probably views you as a cash cow.

Good points. I actually started with my dealer. No success (or even a response) from them.

Kief · #4 04-06-2011, 07:41 AM

Frustrating I know.
But if you have to purchase one, try Tischer. $395 before your BMWCCA 10% discount (assuming you are a member) $355

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xoutpostking · #5 04-06-2011, 08:09 AM

I was in the same boat, BMWNA was useless. I finally got pissed and demanded my dealer comp me one, and you know what? They did. Partly because I was dealing with a new manager had just started his job, and who apparently didn't want to start his job by having me go bananas in the dealership under his watch.

smuggymba · #6 04-06-2011, 09:50 AM

I got mine in Feb - jan built and it had a cargo cover. I'd ideally like a "hard" one but the stock one is ok too. Didn't add it as an option or anything, just came with the car.