BMW Dealers just getting worse

[cadmunkey]

Is it me or is the service at dealerships just on the slide? I've had ten years of BMW ownership now, 5 different models along the way and I swore the last car I had would be my last BMW (until the M2 launched!) because dealerships were just messing up so often.

My M2 has just been in for its first service, and on pickup had an awful new cabin rattle. I can't pinpoint where it's coming from, some people say the headliner, some have said the centre of the dash, but its been there since I picked it up from its service and it certainly wasnt there before it went it, its that loud! Anyway, I've rung the dealer to get them to investigate, but they wouldn't book me in until I agreed to pay £165, and said that if they didnt find the cause of the noise after the first hour I would be liable for further charges.
It's crap like this that has put me off the brand for good, they cause a problem and expect you to either suck it up or payout for their mistakes. There's just no customer service anymore or any goodwill from them at all.
It wasn't like this 10 years ago for sure, tell me I'm not going mad!

[RUSSELLM]

They gave mine a ‘Free wash’ the other week.

Unfortunately it consisted of sending it through an automated wash, but they’d gone to the trouble of dropping one of the windows first.

On the plus side, seeing their incompetence on attempting to wash a vehicle, has given me an insight into what might happen if I were send it in for something as technical as an oil change.

[RUSSELLM]

On your car, unless it’s had a recall for something, it’s difficult to think of anything they could loosen on the headlining.

The dash on the other hand..... Has the micro filter been removed/inspected ?

[cadmunkey]

Don't get me started on their free washes....grrr!
The first service is basically an oil change, oil filter change and microfilter change, but they are adamant nothing they touched will have caused the noise I am experiencing. *SIGH*. Yes it just magically appeared whilst being in their care.
It's going in on Tuesday, so hopefully it'll get resolved without having to get BMW UK involved yet again.

[RUSSELLM]

I’ll hazard a guess at the micro filter not being seated correctly.

[anonymous-user]

RUSSELLM said:

I’ll hazard a guess at the micro filter not being seated correctly.

Or a tool left under the hood.......

[liner33]

My m235i went in for a service and left with a misfire! Could have been a faulty plug or finger trouble but same as before they wanted over £100 before they would look at the problem they had caused .

Changed the new plug myself and sorted it

[aeropilot]

REALIST123 said:

RUSSELLM said:

I’ll hazard a guess at the micro filter not being seated correctly.

Or a tool left under the hood.......

Is there room under the hood for the dealer tech to still be under there.........

[Kettmark]

Sorry to say it's not just main dealers. Have noticed my 2 independent specialists levels of service have dropped dramatically recently. Too little haste, too much speed.
Maybe indicative of today's society?

[BFleming]

I don't go to dealers too often. When we had our Mini Countryman a couple of years ago we had the balance of a service pack with it. On the way home from the service the undertray detached itself from the underside of the car, smashing itself to bits in the process. To be fair, the dealer ordered a replacement straight away, and installed it (properly this time) at their cost. My 5 series was in for the EGR recall earlier this year (at the same dealer) and it came back ok. Badly cleaned after its 10 day holiday, but so far so good with the recall work. I guess I generally don't think 'my car couldn't be in better hands' when it is at the dealers. To the point where I've bought all the software & just do the repairs (not many, touch wood) and servicing myself.

[4rephill]

cadmunkey said:

Is it me or is the service at dealerships just on the slide? I've had ten years of BMW ownership now, 5 different models along the way and I swore the last car I had would be my last BMW (until the M2 launched!) because dealerships were just messing up so often......

So how many dealerships have caused you problems?

cadmunkey said:

....My M2 has just been in for its first service, and on pickup had an awful new cabin rattle. I can't pinpoint where it's coming from, some people say the headliner, some have said the centre of the dash, but its been there since I picked it up from its service and it certainly wasnt there before it went it, its that loud!.....

So what exactly will they have touched in your headlining or centre of the dash during a first service, that would cause the rattle?

cadmunkey said:

.....Anyway, I've rung the dealer to get them to investigate, but they wouldn't book me in until I agreed to pay £165, and said that if they didnt find the cause of the noise after the first hour I would be liable for further charges.
It's crap like this that has put me off the brand for good, they cause a problem and expect you to either suck it up or payout for their mistakes. There's just no customer service anymore or any goodwill from them at all.
It wasn't like this 10 years ago for sure, tell me I'm not going mad!

And Mercedes/Audi/Jaguar/Porsche dealers would carry out an investigation of their cars for free? - I seriously doubt it!

[mdavids]

My one and only experience of main dealer service was terrible. My 1 series went in for the power lead recall, location of the work was behind the glove box. Couple of days after picking it up I realised the HVAC system wasn't working properly, which is also located behind the glove box. Obviously they'd managed to disconnect something, st happens, as long as its put right without too much fuss then no harm done. Except they immediately went on the defensive, couldn't be their fault, must have already been broken etc. Eventually they agreed to look at it free of charge and fortunately they found the wire the ham-fisted technician had pulled out. But their attitude put me off ever trusting them with a car ever again

Edited by mdavids on Sunday 17th November 19:50

[Driver101]

Not a BMW dealer specific issue. It frustrates me just how useless garages are. It's the same across all brands I've used.

Clearly they still get enough custom and don't need to offer an adequate service.

[Chestrockwell]

OP, I have realised that every place that offers a service that you can’t not go to offers a ste service. This is a fact, My BMW ownership over the course of nearly 3 years consisted of 3 different main dealers and 2 different groups, all were the same, crap. I ended up going back to my original local dealership and accepting it as the 2 dealers were 20 min drives away each.

Car rental companies are the same as well, I’ve used 2 so far this week as I’m waiting on my car to arrive and it’s the same thing, both have offered crap service. Places that are busy regardless of their service offer st service because there are no ramifications.

I’m not a busy body and it looks like I’m a moaner but 99% of the places I go to in retail offer a poor service. I never complain though, I just accept it.

If you want to have a laugh, go into a JD sports and try buy a pair of trainers or go to Halfords, I was waiting for over 10 minutes in Halfords once by an umanned desk with 2 people behind me, I had enough and paid for myself using the til.

It’s just the way it is these days

[Court_S]

I’m going to go against the grain and not complain about my local dealer, well the service that are good the sales team less so.

I refuse to use the central booking hotline because those guys are clowns however one of the service guys is great and I just deal with him direct. So far only uses them for a couple of minor warranty jobs but he’s been good to deal with and gets the no wash thing too.

[numtumfutunch]

Im going with the grain....

When I was a kid my old man had a number of BMW's over the years
Mostly ex demos but a few new ones, all from the same dealer
I have very fond memories of spinning his E30 325i. Ooops

He was happy enough with the deals they offered and whenever one of them got serviced he got a courtesy car one step up in terms of model and/or engine spec - very clever.

My own experience is a bit crapper

I ran an E46 330d in the early noughties, Jenson Button French speeding ticket spec, which was great but when it was serviced I was always given a Mini which was fine I suppose, but my biggest beef was with my 2016 new 335d which was given to me without obviously having had a PDI - numerous problems - and then when I booked it in for its 2y service with almost 2 months notice was told I could fk right off when asked about a courtesy car

Which was nice

In fairness this may have been due to the EGR recall, but is that really my fault?

Cheers

[stewart rix]

Thought I'd add some balance........ I've had great service from Cooper Reading. When my EGR went into melt-down (literally) on my previous 420d, that was fixed in a couple of days, at no cost of course, and I was given a courtesy car whilst it was done. Servicing has always been completed very efficiently, to the time stated. All of the staff at this dealership are always polite and welcoming, and finally when I pointed out a corroding alloy wheel, it was replaced without quibble. A subsequent deflating tyre on the replacement wheel was identified as a valve fault and was rectified immediately - the car was recovered (on the back of a truck) back to the dealership and delivered back to me the same day. Maybe I've been lucky, but Cooper Reading are clearly, in my experience, making an effort. No affiliation, other than currently owning two BMWs.

[rayyan171]

Admittedly the E70 spends a lot of time there so it has some loyalty discounts, but was still damn cheeky when they wanted £80 to reset the service indicator they had forgotten to reset themselves. I remember the advisor struggling to make sense of it herself.

[Mr Tidy]

Interesting thread, as I collected my 57 plate pre-reg 123d in January 2008 from Cooper, Croydon and I've never had worse customer service from anyone - even private sellers!

Still it was new enough for me to buy the 5 year Service Pack, and I used Sytner Sunningdale for servicing with no issues until 2012.

But when my current E90 3 Series needed recall attention for the heater fan this year they seemed totally disinterested, so I went to Barons in Farnborough who gave me a timed appointment.

Now my cars are way out of warranty or service packs I go to an Independent BMW Specialist run by a former Sytner apprentice - half the price for labour, but twice the dedication!

[rayyan171]

Thinking about it, I would love to slate them more, but heavy pricing aside, the local dealer had to take most of the brunt of the recalls this year as the main dealer in the city was busy relocating. Made it a nightmare to book, but I think its finally dying down. I remember seeing people have to return courtesy cars and leave in a taxi. Madness, but props to BMW solving it, rather than ignoring it and letting people drive around with the issue. Few brands have been known to do the latter with recall issues...