Need advise on fuel filter/system service

[diesaroo]

Originally Posted by JCL

While I recognize the use of hyperbole, the lumping of service advisors in with child rapists and muggers (is that regular muggers or child muggers?) in that they groom their victims just seems to reach a little far.

I had a great service experience recently at my dealer. Two scheduled services on two vehicles, and a return visit to fix an intermittent electrical problem that they couldn't fix in the express lane time slot. It was an electrical fault wasn't covered by the vehicle warranty (it was the trailer module wiring harness). It was covered by parts warranty. However, I installed it, not the dealer, so the extensive diagnostic time was not covered. Service advisor called after a day and a half to tell me the sad story, and propose a resolution. They were in it for some $$. The part was covered. The diagnostic time wasn't. But he had already been to the service manager, discussed an approach, and proposed to me that they would pick it up based on my value to them as a customer. No charge at all. They just wanted me to know what the story was. Not like a child rapist at all. And whether or not he 'profiled' me to see if I was an informed consumer, I am a consumer who purchased (winter) tires and OE wheels from the dealer based on their competitive price. I think they are interested in ensuring they have satisfied customers, and acted accordingly.

While I would like to believe that your case would be the exception rather than the rule, I just don't. Just out of curiosity, judging by your signature profile, you seem to be getting new BMW's every 4 years or so. Were they all purchased from the same dealership? If so, they do value your repeat car purchases, so you can't deny that plays a major role in what goodwill they extend to you...

"Buy it new and drive it till it dies" guys like me most likely would not receive the same treatment.

[JCL]

Originally Posted by diesaroo

While I would like to believe that your case would be the exception rather than the rule, I just don't. Just out of curiosity, judging by your signature profile, you seem to be getting new BMW's every 4 years or so. Were they all purchased from the same dealership? If so, they do value your repeat car purchases, so you can't deny that plays a major role in what goodwill they extend to you...

"Buy it new and drive it till it dies" guys like me most likely would not receive the same treatment.

Yes, a new car every few years, and last time in 2007 it was two at the same time (X3 and 535). All from the same dealership. However, I haven't purchased a new car in almost four years, and my sales advisor was away on vacation this past time when I went by to say hello. I dealt with three different service advisors (one vacation fill-in guy, one express lane guy, and then my usual guy, whom I hadn't seen for 18 months). All three were good. My dealership's reviews support that my experience was not unusual. I think that in this case I got better treatment partly because of being informed, being open with them, and expecting them to do a good job. Sometimes if you treat people like they are going to steal from you, they will live down to that expectation. I think that consumers should be aware and informed, but I also think that treating dealers like child rapists will not help consumers. Just my $02. I spent a lot of time working in a very well regarded dealership (not BMW), and saw it from the other side as well.

[diesaroo]

Originally Posted by JCL

Yes, a new car every few years, and last time in 2007 it was two at the same time (X3 and 535). All from the same dealership. However, I haven't purchased a new car in almost four years, and my sales advisor was away on vacation this past time when I went by to say hello. I dealt with three different service advisors (one vacation fill-in guy, one express lane guy, and then my usual guy, whom I hadn't seen for 18 months). All three were good. My dealership's reviews support that my experience was not unusual. I think that in this case I got better treatment partly because of being informed, being open with them, and expecting them to do a good job. Sometimes if you treat people like they are going to steal from you, they will live down to that expectation. I think that consumers should be aware and informed, but I also think that treating dealers like child rapists will not help consumers. Just my $02. I spent a lot of time working in a very well regarded dealership (not BMW), and saw it from the other side as well.

Well maybe that’s part of the benefits of being Canadian? Kinda like ‘Minnesota nice’? Do you have other competing dealerships within close distance? I do not as my next closest dealer is still 200 miles away. I think ‘lone’ dealerships can tend to become nonchalant about customer satisfaction to an extent, because they know the customer has no other convenient option.
Back to the rapist thing, it’s a little over the top but there is a grain of truth there for many dealerships, obviously not including yours. For my last quote from one of my favorite movies, I wonder if the job interview at certain unscrupulous dealers goes something like this:
Hedley Lamarr: Qualifications?
Applicant: Rape, murder, arson, and rape.
Hedley Lamarr: You said rape twice.
Applicant: I like rape

[ard]

Yeah, you guys know what I am saying.... and my lumping was hyperbole and for shock/dark humor value- that is all, for sure.

Indeed, you can actually find a broad spectrum of service experiences even at the same dealership... as with all human interaction, it takes two.