Phone up again and ask for the email address for the Service Manager. List the dates and times you've called (it's all in the post here) and make it very clear that you expect a call back from him personally, with a clear update as to what's occurring before the end of business today. Sadly other marques seem to have worse service apart from one or 2. Grinds my gears. It doesn't take much to be courteous to people and we should expect more.
Ring the dealership. Ask to be put through to the Dealer Principal. Don't let the receptionist fob you off with "they are busycan I get them to call you back" ? Refuse all such offers and stay on the line...they will find one of the dealership management team for you to speak to ! Follow up that phone call with an email to the Dealer Principal outlining everything that has been said
Hi all, Well surprise surprise......... no phone call last night or today... Unfortunately I had to go out as soon as I got home tonight so I've only just got back and unfortunately the dealership has closed for today So looked up BMW CS, they close at 6pm.... lost out on both counts... Looks like will have to try call them tomorrow afternoon. Thanks for the advise all, I'm now considering whether to go straight to BMW CS and get them to chase and find out what is happening or to speak to service manager or dealer principle at the dealership tomorrow and have them personally look into it and chase up accordingly. Will think on that one, its a close call atm @Ninjagirl Looks like your in the US at the moment from the number plate so might take you a while to get back Kev
Go straight to customer services, the service manager should find out soon enough and possibly also the DP. That way you also cut out the possibility that its just the dealer messing you around a bit if that makes sense. TBH I would put it to CS as a complaint and explain the situation. I find it very hard to believe that the authority is still waiting a response, usually they will either authorise them or state that they want them inspected by the technical manager on his next visit to the dealership. Either way an answer should have been available to you within a day or 2.
Thanks @markyboyt interesting it should of been that quick. I'm a little hesitant to raise as a complaint as don't want to annoy them and then they say they wont replace them etc. I agree I've waited long enough for a decision but will they think so as maybe people are waiting 10 days minimum as i think pinewood say he waited.. At the moment for all i know BMW may not have ever received my warranty claim due to some technical error and therefore could be waiting forever for a reply lol. They havn't even given me any sort of reference number but perhaps they just go on the car reg. I am leaning more towards BMW CS at the moment so will sleep on it and make a decision tomorrow. I know i wont get much of a reply as everyone will be on wind down for the bank holiday weekend. Kev
“11th August “ “Hi all, I'm sat at the dealers, it appears after a closer look my other 3 wheels have a small, very small bit of corrosion on each. Either on spoke or by wheel but bit. Will try take some pics later. They are currently taking car into workshop to take pictures and assess to send off for warranty claim. They are hoping to get it sent off by Monday and hopefully will hear back 2 or 3 days later. So fingers crossed. They have advised no sign of refurb etc which would void the warranty, at which point I did advise that was good as I bought it from them Kev” I’m going to apologise first Kev Sorry! But man up and grow a set of balls fella! Their dicking you around, I think you’ve waited long enough! And I’ll apologise again Sorry! Shame your not getting this far
@snrbrtsn no apology needed, your probably right. I'm just too nice Definitely phoning up tomorrow, going to sleep on it as to who I phone tomorrow afternoon. On one hand... I'm tempted to go to the dealer and request to speak to a manager and then give them a chance to rectify there lack of communication and handling of this so far. On the other hand... i'm equally tempted to go straight to BMW CS and request they look into it as high priority as i'm getting no where with the dealer and request they find out my warranty claim status. If no decision has been made for them to then escalate to get an answer on the claim. Then they can take up the issue with the dealership with poor communication so far and whatever repercussions that may have. I don't want to get anyone into trouble etc but as you say, I've waited what would be 2 weeks come this Saturday and i'm not sure if its the dealership fault or if it is BMW who have just not processed the claim etc. Kev
Don’t worry, nobody will get into any real trouble but an email to the service Manager from customer services has a habit of making them look into the issue and push for an answer. Customer services should be able to check the status also.
CS would be my move now, Kevin. They deserve a 'wake-up' call at the Dealership - if left unreported their attitude to their Customers will self-perpetuate and become the default approach.
My last experience with CS was not good. Six weeks ago a complaint about having to re-gas my AC whilst under manufacturers warranty and they didn’t even call me back. I have completely lost faith in them and BMW as a make.
Thanks. I had to pay £80 for rages at 2yrs old on my last bmw as they said wasn't included in warranty, then at 3yrs they said they recommend it doing as 3yrs old, I told them it was done last year they looked it up and said oh ok, that's fine then. Mulling over who to call now whilst on train.. Kevin
This reminds me of a time years ago when a colleague purchased a brand new Jaguar XJ6 Coupe from the main dealer in London. After a month, he was cleaning the car on his driveway and noticed that the rear seat squab had cuts in the leather where some idiot had used a lino knife to remove the protective cover. So first thing Monday morning he was straight round to the dealership. The guy he talked to refused to accept they were responsible and suggested that Roy must have had something sharp in the back seat that has caused the damage. Roy was fuming and told the dealer that no one had even sat in the rear seat. So it was a stalemate until Roy told the dealer that he was going out to the car, start the engine, and after 3 minutes it would be coming back into the showroom via the plate glass window! Within 30 seconds the dealer rushed outside waving his arms to let Roy know that they had a replacement from another new Coupe in stock. The seat squabs were changed over, and Roy drove away still seething. I know for a fact that Roy would have carried out his threat. We did wonder whether the future owner of the other car would ever notice the seat damage in his car. But the moral of the story is that sometimes you just have to play hardball to get a result.
Don't worry about complaining. I'm not in the US that's the only decent pic of someone smashing something with a baseball bat that i could find. (it's TIna Fey). That's what CS are there for.
Hi all, So update..... oh you gonna like this...... So call up BMW CS, got transferred to CS even though i thought i phoned them in first place, anyway, gave them the info, they put me on hold whilst they look into it. They come back several minutes later after speaking to dealership saying the person i was dealing was not in today, but he is definitely in on Tuesday and they have left a message for the person to call me as well as service manager who is meant to call me also. BMW CS advised if i don't hear anything on Tuesday to give them a call as he is definitely in Tuesday. So lets see what happens on Tuesday, i suspect it will be the same as all the other days. In a nut shell, they gave BMW CS the same info they give me so haven't really gained anything. Maybe i should threaten to drive the car through there showroom window @Mieke It does seem odd, especially as I have BMW Finance on the car so effectively at the moment, they have a interest in the car so surely they would want to correct any issues as I havn't paid the loan off yet. Kev
What a palava you're experiencing Kev! I knew they would be slow,but this is unacceptable. As others have suggested .... Start raising your voice and attitude now
Thanks, yes that is my next approach. If i don't get a response from the dealer on Tuesday, either by them phoning me or me phoning them, I plan on asking to speak to a manager. I'm also going to see if i can find out who the top person is at that dealership and if all else fails I will request to be put through to them. I was polite and accepting of Tuesday on the phone to BMW CS as this was the first time I have spoken to them so can't be too harsh with them as not really there fault. I'm also wondering if there is a way i can speak to the warranty department directly and find out what is happening, going to see if any number exists. Kev
Hi all, Update from today..... Surprise surprise.... no call from person dealing with it or the service manager... So I've phoned them up earlier this evening, told the person is working nights so I've asked to speak to someone else now as its been going on too long. They have tried to put me through to other people but unable to so they sent a email requesting I be called back ASAP and if didn't get a phone call by a certain time this evening to call them back. No call by the time they suggested I would get a call back tonight so, on the phone again.... Spoke to the same person who i spoke to earlier this evening, who said you still haven't had a call? i said nope, nothing. So they put me through to someone, I had to basically summaries what they are doing i.e wheel corrosion claim under warranty as car is less than 3 years old but no update since etc. They advised the person is due in tonight and has been told to call me as soon as they get in and has apologies that I've had no call as I should of had a update. The person I spoke with will follow this up but they need to speak with the person dealing with this to find out where we are with it. So I've been told I will get a call tonight. So lets see if I get a call. Kev
