Dealer Servicing - Would you expect a comp wash?

[notb4eleven]

Just had my BMW serviced by a major dealership for first time. They brought it back late, it was dark and I had a long journey home. Noticed the next morning that they hadn't washed the car - I'd been expecting they'd do a complimentary clean as part of service (no mention had been made when booking service).

Was I mugged or just being naive?

[notb4eleven]

Thanks for the replies - strongly worded e-mail going to dealership. Jamoor, I assume you have been pleasantly surprised at quality of dealership wash?

[notb4eleven]

Wacky Racer said:

I think you are being a tad unreasonable.

OK, it's a nice touch if they do this, however to EXPECT them to do it is asking a bit much, it's not as though they said they would do it and hadn't done....

Perhaps politely mention it, but out of order to go in all guns blazing....

(all imho)

You do have a point, but the crux of my question is this - if some dealers offer this as a complimentary service, should I not use them instead (assuming I can trust their level of service for the important bits)...

Assuming most would agree the answer is yes, I'm going in blazing because the dealer in question is part of a corporate group, with a liaison appointed to me to keep me happy (I was introduced by a m8 who's spent sh*tloads with them, I've spent some, and also introduced others to them), and they'd messed me up earlier with the customer service on this service (not returned calls, failed to call me when they promised regular updates - I had to call them - and brought the car back v late).

Anyone who has any sense will know that the golden rule of customer service is to keep sweet those customers you think you can continue to fleece, cos you want them coming back for more.