WTF? BMW Roadside Assistance

[Crash513]

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.