WTF? BMW Roadside Assistance

Crash513 · #1 02-12-2013, 01:27 AM

Yesterday my battery died. My Son had just dropped me off and stopped at a convenience store. Car would not re-start, just exhibited all kinds of so weird, spurrious error massages, followed by wipers starting on their own, alarm going off at low volume, followed by clicking relay sounds, followed by nothing.

So, called BMW Assist from my cell phone, and got a ride out to meet my Son and check out the car myself. I was told by the agent that logged my call that a service provider would be out within 45 min. That was as 6:30 am. The agent even gave me the name of the service provider.

At 7:45, I had not heard anything, so I called back. This time the agent started trying to log a new call again, and I explained that I had already called. He was able to find that call, but said it had never been dispatched to a service provider, for reasons he could not explain. Suffice it to say, I was livd, but tried to remain polite. After re-logging the call, and getting in contact with a supervisor, a tow driver was there within about 20 min.

When I spoke to the supervisor, she indicated that the first agent, who is physically in a different call center, apparently not only dropped the ball, but LIED TO ME. Her records show that the agent called the provider, but the declined the job as they were too backlogged. Normal protocol would be for the agent to find another provider, and call to inform me. Obviously that did not happen. The supervisor implied that this was not the first time this employee had screwed up, and volunteered the information that they would be terminated.

So, bottom line is that after 4 hours, two tow trucks, and 3 attempts to jump start the car, I was able to drive it to the dealership, even with a few ucleared errors. The battery will need replacement, but they are also diagnosing the electrical system to be sure that's all it is.

What I'm still pissed about now is how this happened. Not to whine, but I did pay extra to upgrade and extend my warranty & ultimate service plan, and even upgraded my concierge service. But, even if I hadn't, I would expect much better service from BMW. Has anyone else had any similar problems, or is this just an isolated case? I know anyone can have a bad day, or make a mistake, but I have a hard time forgiving being outright LIED to.

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jeremym · #2 02-12-2013, 01:34 AM

The two times I've needed a tow, and utilized BMW Assist, it has worked out decently well.

HOWEVER, the ONE time I've called for a remote unlock, it was hellish. It was an hour and a half process and the guy was just rude and trying to chat with me. All I wanted was my vehicle unlocked, and I informed him that I was late for an appointment and needed to just get my vehicle unlocked. Of course, I said the previous statement multiple times, starting out very nice and polite. Finally, at the end of the call, I ended up asking for the supervisor to file a formal complaint on this guy. As I was on hold, "waiting for a supervisor," the X5 unlocked and I got in and realized I was too angry to calmly talk to a supervisor, so I just hung up.

ard · #3 02-12-2013, 02:15 AM

Quote:

Originally Posted by Crash513

Y. Not to whine, but I did pay extra to upgrade and extend my warranty & ultimate service plan, and even upgraded my concierge service. .

Wow.... dealer must love you! (Please tell us you shopped the vendors here and didnt get screwed...)

I have AAA. Only used BMW three times- all on my M5. Two times a tire, once a water pump. The tire I just needed a lug wrench once and a jack the other time... the water pump it had to go to the dealer under CPO.

I've had multiple tows with AAA, 10+ times. Best thing with AAA is that they will take the car home.

Are you paying the dealer for the battery? Let us know what that costs

jeremym · #4 02-12-2013, 02:44 AM

Quote:

Originally Posted by ard

Wow.... dealer must love you! (Please tell us you shopped the vendors here and didnt get screwed...)

I have AAA. Only used BMW three times- all on my M5. Two times a tire, once a water pump. The tire I just needed a lug wrench once and a jack the other time... the water pump it had to go to the dealer under CPO.

I've had multiple tows with AAA, 10+ times. Best thing with AAA is that they will take the car home.

Are you paying the dealer for the battery? Let us know what that costs

Ah, yes. I agree, AAA is nice. Especially when you're in a friend's vehicle and they don't have AAA.

alexmish · #5 02-12-2013, 08:39 AM

To OP : knowing how it works, the supervisor can't really tell you the truth about terminating people within their organization. That was purely a rather bad tactic to calm a client down

iceman2002benz · #6 02-12-2013, 12:19 PM

AH, good old AAA towing service plan. its an extra insurance I got for me and my wife. the cost is only $49.99 a year and you do not have to buy any other insurance if you do not want to. $49.99 is the basic plan

kungpao · #7 02-13-2013, 02:10 PM

wow that stinks. I too have AAA, plus actually, I live 40 miles from work and I've had to have a vehicle towed all the way from my office to my home before.

Don't forget for those that have AAA that several places offer discounts for showing the card. I often forget!! 10% off is 10% off right

jeremym · #8 02-13-2013, 02:54 PM

Quote:

Originally Posted by kungpao

Don't forget for those that have AAA that several places offer discounts for showing the card. I often forget!! 10% off is 10% off right

Yeah, I always compare hotel rates with/without AAA. However, I don't really know what other places I could benefit from an AAA member discount....like you, it never occurs to me to check.

kungpao · #9 02-13-2013, 03:48 PM

other than towing, the only times i've used my AAA for discounts was for restaurants, movie tickets, and theme park tickets.

Sterling 4.4 · #10 02-14-2013, 11:00 AM

Took over a lease through BMW financial services. About a year later, got locked out while filling up with my 2 dogs and cell phones locked in the car.

A fellow BMW driver was also filling up and let me use his phone to call BMW assist. After 30 minutes on the phone, it was determined that they couldn't do a remote unlock because I (whose name is on the lease transfer) was not associated with BMW assist. They said I could have the previous owner call them ( I can't recall the guys name or number after a year) or fax them the registration which was locked in the car. After trying to point out that BMW financial SENT me the registration, they still wouldn't help.

In the end, I had to call AAA. 2 hours later, they were finally able to "break into" the car. They scratched the jambs on both doors which I am not happy about.

Screw BMW roadside assistance, screw AAA for damaging my paint, but it showed how difficult the SAV is to break into. I guess that is a good thing.

By the way. What caused all this was an I-drive setting that was "on" when I used my key (wifes car, I don't drive it much with separate key) which locks all the doors when they close. Turned that off immediately!

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