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#11
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Agree with posters: it is the dlr(s) at fault in terms of could not care less 'service', though BMWNA seems to do little to effect a change/better 'tude toward customers, with less than raved about individual dlrs. Brooklyn: there are other dlrs to try, though maybe not handy to your situ, and a 'non-selling' dlr may treat you better, or may not. It amazes me the 'stuff/gizmos & features' that BMW continues to charge for, or 'package' or, make as an add-on option, vs most of the rest of world car manufacturers. Roundel Mag constantly beefs about it; BMW seems to feel that since Biff & Buffy are leasing the ~$80G car, they will cough up for the pricey gizmos that even my wife's Hyundai Tucson makes 'standard'. Good luck on the 'better experience' search, and you ought to name the dlr, for info purposes, imo. GL, mD
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#12
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Those that know- ie own or manage dealerships at very high levels- understand that the business and contractual arrangement between the independent dealer network and the manufacturer is very different for various cars. Lexus was able to create, on a blank slate, a new paradigm for customer service. Others have tried to follow. Back in the day, BMW was happy just to have a dealer willing to sell their funky little german car...over time, they've tried to infuse more customer-centric metrics into their business relationships, but it is not easy to change entrenched ways. Both within BMWNA and within their dealer network. As I've spoke to execs on both sides of this equation, it becomes clear how complex this situation can be. We think it is as easy as 'just keep the customer happy"...it is not. A |
#13
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How many BMW dealerships have been pulled for poor customer service? Very few. US state laws favour dealerships over manufacturers, and have done so for years. That power imbalance lets poor dealers continue with their poor service. BMW has created such a strong brand that people see the factory, distributor, and dealer as a single entity. While that is a credit to their implementation of a brand strategy, it doesn't help resolve disputes that cross those boundaries. I have worked on the dealer end (for a major manufacturer, not BMW), and we also had sub dealers for certain products. Having seen both sides of it, there is very little power to affect the customer service experience on the front line from further up the chain. The top influencer is the dealer principle, and he/she should be the target of feedback. If he doesn't care, then run away quickly.
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2007 X3 3.0si, 6 MT, Premium, White Retired: 2008 535i, 6 MT, M Sport, Premium, Space Grey 2003 X5 3.0 Steptronic, Premium, Titanium Silver 2002 325xi 5 MT, Steel Grey 2004 Z4 3.0 Premium, Sport, SMG, Maldives Blue Last edited by JCL; 09-01-2011 at 12:30 PM. |
#14
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I'd share the same beef about the cradle/apps/smartphone integration. I don't know why it's not standard on a vehicle in this price range. It also bugs me that I have a LCI E70, but missed pieces that appeared several months later (LED coronas for one).
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2007 328i Sport, Monaco Blue 2011 X35D - sold -Space Grey 2004 X5 4.4i - sold - Kalahari Beige 2001 X5 3.0i - sold - Pearl Beige 2006 325i Sport, Sonora Beige 2000 323i - sold - Sienna Red |
#15
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The OP should carry his feelings to the GM/owner and see if that helps in getting some resolve. My 3 total experiences with BMW dlrs was the selling dlr back in NY, which was OK, a couple trips to Century BMW in Spartanburg, SC, all experiences there absolutely sucked, and a few to BMW of Asheville, all of which left me wondering how those jerks stayed in biz. I took my dissatisfaction 'up' to the GMs in both Century's and Asheville's cases, and was basically told to get over it, and go away... So much for responsibility of 'managing', and customer 'care' or, even a modicum of 'we sort of give a crap'...I wouldn't buy a key chain, let alone a car, from either stealer. I feel better now, and I empathize with the OP, but he sounds rational and I suggest he take it up with dlr GM/owner(s). GL, mD |
#16
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I believe relationships are a 2 way street and my relationship with my SA is fantastic. She always get things done right the first time and never has an issue getting me a loaner car. In turn I rate her all 10's when I get a service survey because I believe good service deserves an accolade I'm sorry to hear about your issues but beyond the first issue (it is what it is) the 2nd part isn't BMW NA's customer service it's your dealers. If you don't like your dealer then find a new one
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The Present: 2014 Audi Q5 TDI Prestige The Past: 2013 Lexus GS350 2013 VW Golf TDI 2007 BMW X5 4.8i LOADED & Loved 2009 VW Jetta 2008 VW Touareg VR6 2005 BMW X5 3.0i 2005 BMW Z4 3.0i 2004 BMW X5 3.0i 2003 BMW 325i 2000 Ford Explorer Eddie Bauer 4x4 |
#17
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I get pretty good treatment from my SA... 4 years now, and some munchkin treats at Christmas time. But he can't make cars appear out of nowhere.
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'08 X5 3.0si - Alpine White / Saddle Brown interior Specs: Sport Pkg, Premium Pkg, Tech Pkg, Comfort Access, Aero Kit, Style 433 staggered 20s on Conti DWS Mods: Carbon 35 tint, LED angel eyes, GP Thunder 7500k fogs, H&R 20mm/25mm spacers, clear reflectors, gunsmoke-tinted taillights Coded: Digital speedo, windows/sunroof/tailgate close via keyfob X5 pics at Flickr |
#18
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I have both a 2008 Full Size Range Rover and a 2011 X50. The range rover dealer here in Miami is absolutely horrible. They have not fixed issues, then called me to complain when the survey comes back negative.
I have not taken the X50 for service yet because Ive had no problems. Im sure that I can also encounter bad service there. I would not equate the car to the service at the dealer as they are very different. I would say that IF you buy a car and CARE about service, then buy according to the dealer you have a relationship with........ Sadly that has nothing to do with the car itself. Funny you complain about an ipod adapter for the X50 - every try to get an ipod working in a range rover? Cost me $750 and all I could do was play 5 playlist that had to be numbered 1-5 Just to keep things in perspective here. |
#19
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Muddycharles,
I know that Rover's have reliability issues. Trust me. I started with a 99 Discovery and have had 2 full size Range Rovers, all purchased brand new. I've dealt with a brand new truck leaking power steering fluid on my driveway and other "quirks". The key is that my dealer always made it right. I did not even try integrating my iPhone with the RR. It was not worth it. BMW claims integration with the phone, it should just work. |
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