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It is amazing to me the difference in customer perception and the BMW NA actual policy. I am saying that because I had to deal with it for the second time within 12 months. The reality is that the BMW NA could not care less if you get a loaner or not. They flat out told me that's a dealer choice and they cant and wont do anything about it. Clearly, they don't think that the luxury price we pay for the car deserves appropriate level of service.
Here is my story. I bought my 2010 X5D from JMK in NJ, my escond closest dealer. They were very competitive on sales price. And I only had the best experience with them in terms of customer service. Loaners have always been available to me. My brother who bought a used 3-series away also had the same experience - they offered him loanIers and even did a few favors they did not have to do. I believe its the best BMW dealership within the 3-state area for service and they earn my business if I remain with the BMW for my next vehicle.
No the bad part. Last May, the day before our camping trip, our x5 went into a limp mode. Thinking I would save time, I told my wife to take it to Life Quality BMW to quickly check. Not only did we get horrible customer service where she spent most of the day in the waiting room, but they did not offer a loaner, and the car ended up staying there for a week. Needless to say that they did not fix the problem, and the car went back into a limp mode on the way back from the dealership. This time I took it to JMK, where I got a a new 5 series while they fixed the car. You can see detailed account of my experience on this forum as well as dealer rater. My advice - never go to Life Quality BMW unless its a matter of life and death.
Two weeks ago we went to a theater with my wife and friends during the week. After the show, at 10:30pm in 20 degree weather, the truck would no start. It was cranking, but the engine would not start. When I called BMW roadside assistance, I was told the fasted solution is to take the car to the nearest dealer, BMW of Manhattan. By midnight the car was picked up and we took a taxi home. The next day I spoke with the service manager who said they have no loaners and its not negotiable. It took them 3 days to diagnose the the problem, and another 10 days to get the part and fix the car. In total, I did not have my car or a loaner for 2 weeks. I asked BMW NA if they sought this was an appropriate level of customer service for their brand. Their response was a canned "dealer choice".
So as much as I like my car when it works, due to reliability and service quality, chances of me buying another one are dwindling by t
he day..But if you are buying a car in NY area, JMK is my recommendation!
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01-21-2012, 12:05 PM
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