Does anyone else think customer service at BMW is shocking?
Discussion
I've had my car BMW AUC for less than 2 years, and during that time I've only had to bother them twice - once on the day I bought it, and once just recently - and both times the customer service has been unbelievable! Before I write it all out, I'm just wondering if this is a common feeling amongst owners or not??
It really is to the point where despite my fondness of their cars I really would not want to ever hand them any more money!!
It really is to the point where despite my fondness of their cars I really would not want to ever hand them any more money!!
Assuming you're talking about the dealer, then this varies.
When we lived in London, thought the service provided by some of the franchises there was distinctly average at best.
For the past few years, I've been using Sytner High Wycombe and they've generally been very good. There's been the odd issue from time to time, but whenever I've provided feedback they've made an effort to correct things.
When we lived in London, thought the service provided by some of the franchises there was distinctly average at best.
For the past few years, I've been using Sytner High Wycombe and they've generally been very good. There's been the odd issue from time to time, but whenever I've provided feedback they've made an effort to correct things.
Many people on forums like to hate the garages often there to help them, made worse if they set their mind on wanting something for nothing, so maybe tell the story fairly as there are two sides. The dealership isn't there to fund your car, yet you'll always get more assistance from them than anywhere else you could take your car. The problem in part is the dealers insisting the work they do is worth £150ph plus tax, and also insisting they recover every minute spent clocked onto your car.
Things can help that, namely keep things factual, and involve the advisors or other staff in driving the car with you to identify symptoms when possible, demonstrating something can save you money in time or a workshop visit at all sometimes. Going in guns blazing will always accomplish less I think too.
Things can help that, namely keep things factual, and involve the advisors or other staff in driving the car with you to identify symptoms when possible, demonstrating something can save you money in time or a workshop visit at all sometimes. Going in guns blazing will always accomplish less I think too.
Based on Mrs Tidy's experiences of our nearest Sytner (Sunningdale) after buying 2 new Minis from them I had 2 nearly new BMWs and always took them there for servicing.
In 10 years neither of us had a bad experience, but now my cars are older I use a local indy who is ex-Sytner anyway, but half the price.
My only issue with the main agent service there was the calls/texts to remind me it was booked in (WTF - am I that stupid) and the calls, texts/e-mails for "feedback" - just cancel that cr*p and reduce your rates! If you have p*ssed me off I'll tell you!
In 10 years neither of us had a bad experience, but now my cars are older I use a local indy who is ex-Sytner anyway, but half the price.
My only issue with the main agent service there was the calls/texts to remind me it was booked in (WTF - am I that stupid) and the calls, texts/e-mails for "feedback" - just cancel that cr*p and reduce your rates! If you have p*ssed me off I'll tell you!
The problems have been a mix of the dealerships and the various other parts of BMW.
The day I bought the car (it was 4 years old Approved Used Car - over £30k) I travelled all day on the train to the dealership at the other end of the country - I was told the car was in absolutely perfect condition, hence very little or no discount, but I said I would buy it. The car was great but actually had a small dent on the wheel arch. The manager wouldn't come out of his office to talk but the sales rep came back and they offered me £20 off so I could get it fixed! Can you get bodywork fixed up £20!?!
Travelling back with the car the oil level was dropping and dropping until the yellow warning light came on advising to add oil. Being particularly cautious and not wanting to void any warranty by continuing to drive I stopped at a service station but they didn't have the correct oil. I drove onto the next services and neither did they. I rang BMW Assist (came with the Warranty) - it was about 9pm mid-week, they couldn't get anyone out to me with oil so advised I pay for a hotel (I'd have to pay upfront and them reimburse), I had a meeting the next morning I couldn't miss but they said they wouldn't be able to bring oil or recover me before then! Luckily I had AA cover, and they came out with the right oil, topped me up and off I went. Good job I didn't cancel the AA membership when I got the BMW Assist. A few stressful hours and the first experience of them just not being prepared to do what would be expected. After all it was no problem for AA to help me - I wasn't expecting anything special. No explanation as to why the oil dropped either.
Not had to bother them in the 2 years that have followed. Paid for extended warranty. Then I get an issue one day where I try to open the car and the alarm goes off and doors wont open. Think its electrical fault with car rather than fob as it eventually starts working again and clock has reset and all settings back to default. A day later it happens again but can never get in the car this time. Ring BMW dealership to say "it is under warranty, have a repeating issue which is quite serious, luckily its on my drive but if it will open again, can I bring it in?". They tell me there is a 3 week waiting list so need to book in, and if that's not good enough, ring BMW Assist and they will come out, if they cant fix it, they'll tow to a BMW garage. Ring BMW Assist and they refuse to come out as my cover does not include home start, and I mustn't push it onto the road as the call is recorded and they know now so they wont come out!!! Great way to talk to your clients. They then say - "but it sounds like a recurring problem, so keep driving it and when it breaks down we'll come out!!!" Great strategy! It starts working again and a week later I drive 90 miles away. Get there and car wont open. BMW Assist send out a local mechanic who has no idea what is going on - no electrical life in the car even with booster pack on. He climbs into boot to find emergency release to open boot but cant find it. I ring the service department at my local BMW dealership to ask where it is, answer is "ooh I don't know, could be anywhere, theyre all different"!!! I told her model, reg, year etc. but she was equally vague - hung up no wiser. I get back to mechanic who has got it started by "I started whacking the dash", he advises I drive it straight to BMW dealer local to me to fix as it might not start again. I drive it down. On the way I ring BMW Assist to ask if I can have a courtesy car whilst work is undertaken - I am passed around various departments - on the phone for hours - to be told that is not included in the policy I have, they are completely unwilling to provide anything. I explain I had a BMW AUC Warranty which I opted to continue after 12 months but apparently the level of cover has changed and will not provide home start or courtesy car.
Get car to BMW explain all the hassle and they say they will have a look, cant give me a courtesy car though so get train home. Ring me next day and tell me that they can't find anything wrong, no faults, battery fine and correct voltage, they are done with it. I say that is no good there is clearly an issue that is going to catch me out again. They agree to have another look. This time they ring me back, they've see a few times the radio has been on with ignition off. If this has ever happened it must've been for a matter of minutes, but I am told "this is something you must NEVER do in a BMW"!! well why does it even let you do it!?!? Apparently now this is the reason - I don't belive it is, it is not a flat battery, they had already told me that the battery was fine - the car has ZERO power to anything when there is an issue, then is able to fire up a large engine without any hesitation once it decides to work again? They also advised, "this is not the sort of thing that would be covered by a warranty anyway" - and why is that exactly??? Flat battery - yes I agree that wouldn't be covered, but that is clearly not the problem.
In each case their approach has been completely uncompromising, don't listen to what the problem is, pass you from department to department, unwilling to help. The fact that the car is sold with a full warranty with BMW Assist, and now I pay a large amount to continue it, and all I wanted once in 2 years was for somebody to come out to my broken down car (on my drive) or let me drive it into them to be looked at, and they knocked it back. Following all the wasted time they allowed to happen (by advising to continue to drive it with issues) they still would not entertain a courtesy car for a day or two. And now it's at the dealership, they can't find what's wrong and are ready to give it back with no solution and already looking to say it's not covered by warranty.
Might not sound terrible but I the time taken up by it has been unbelievable. Simply would not want to buy another or have any further dealings with them.
The day I bought the car (it was 4 years old Approved Used Car - over £30k) I travelled all day on the train to the dealership at the other end of the country - I was told the car was in absolutely perfect condition, hence very little or no discount, but I said I would buy it. The car was great but actually had a small dent on the wheel arch. The manager wouldn't come out of his office to talk but the sales rep came back and they offered me £20 off so I could get it fixed! Can you get bodywork fixed up £20!?!
Travelling back with the car the oil level was dropping and dropping until the yellow warning light came on advising to add oil. Being particularly cautious and not wanting to void any warranty by continuing to drive I stopped at a service station but they didn't have the correct oil. I drove onto the next services and neither did they. I rang BMW Assist (came with the Warranty) - it was about 9pm mid-week, they couldn't get anyone out to me with oil so advised I pay for a hotel (I'd have to pay upfront and them reimburse), I had a meeting the next morning I couldn't miss but they said they wouldn't be able to bring oil or recover me before then! Luckily I had AA cover, and they came out with the right oil, topped me up and off I went. Good job I didn't cancel the AA membership when I got the BMW Assist. A few stressful hours and the first experience of them just not being prepared to do what would be expected. After all it was no problem for AA to help me - I wasn't expecting anything special. No explanation as to why the oil dropped either.
Not had to bother them in the 2 years that have followed. Paid for extended warranty. Then I get an issue one day where I try to open the car and the alarm goes off and doors wont open. Think its electrical fault with car rather than fob as it eventually starts working again and clock has reset and all settings back to default. A day later it happens again but can never get in the car this time. Ring BMW dealership to say "it is under warranty, have a repeating issue which is quite serious, luckily its on my drive but if it will open again, can I bring it in?". They tell me there is a 3 week waiting list so need to book in, and if that's not good enough, ring BMW Assist and they will come out, if they cant fix it, they'll tow to a BMW garage. Ring BMW Assist and they refuse to come out as my cover does not include home start, and I mustn't push it onto the road as the call is recorded and they know now so they wont come out!!! Great way to talk to your clients. They then say - "but it sounds like a recurring problem, so keep driving it and when it breaks down we'll come out!!!" Great strategy! It starts working again and a week later I drive 90 miles away. Get there and car wont open. BMW Assist send out a local mechanic who has no idea what is going on - no electrical life in the car even with booster pack on. He climbs into boot to find emergency release to open boot but cant find it. I ring the service department at my local BMW dealership to ask where it is, answer is "ooh I don't know, could be anywhere, theyre all different"!!! I told her model, reg, year etc. but she was equally vague - hung up no wiser. I get back to mechanic who has got it started by "I started whacking the dash", he advises I drive it straight to BMW dealer local to me to fix as it might not start again. I drive it down. On the way I ring BMW Assist to ask if I can have a courtesy car whilst work is undertaken - I am passed around various departments - on the phone for hours - to be told that is not included in the policy I have, they are completely unwilling to provide anything. I explain I had a BMW AUC Warranty which I opted to continue after 12 months but apparently the level of cover has changed and will not provide home start or courtesy car.
Get car to BMW explain all the hassle and they say they will have a look, cant give me a courtesy car though so get train home. Ring me next day and tell me that they can't find anything wrong, no faults, battery fine and correct voltage, they are done with it. I say that is no good there is clearly an issue that is going to catch me out again. They agree to have another look. This time they ring me back, they've see a few times the radio has been on with ignition off. If this has ever happened it must've been for a matter of minutes, but I am told "this is something you must NEVER do in a BMW"!! well why does it even let you do it!?!? Apparently now this is the reason - I don't belive it is, it is not a flat battery, they had already told me that the battery was fine - the car has ZERO power to anything when there is an issue, then is able to fire up a large engine without any hesitation once it decides to work again? They also advised, "this is not the sort of thing that would be covered by a warranty anyway" - and why is that exactly??? Flat battery - yes I agree that wouldn't be covered, but that is clearly not the problem.
In each case their approach has been completely uncompromising, don't listen to what the problem is, pass you from department to department, unwilling to help. The fact that the car is sold with a full warranty with BMW Assist, and now I pay a large amount to continue it, and all I wanted once in 2 years was for somebody to come out to my broken down car (on my drive) or let me drive it into them to be looked at, and they knocked it back. Following all the wasted time they allowed to happen (by advising to continue to drive it with issues) they still would not entertain a courtesy car for a day or two. And now it's at the dealership, they can't find what's wrong and are ready to give it back with no solution and already looking to say it's not covered by warranty.
Might not sound terrible but I the time taken up by it has been unbelievable. Simply would not want to buy another or have any further dealings with them.
That sounds quite a miserable experience to date,
Unfortunately no warranty company, or manufacturer supported warranty, will usually cover investigation into diagnostics, it would possibly get absorbed as goodwill or time written off in some cases, in the name of customer service maybe. Courtesy cars from the BMW recovery service (hire cars) will depend on qualifying circumstances much as with the AA so beyond this, it's down to availability of them at the centre, but that needs your commitment too in authorising investigation, usually these are tied up for planned work though, so not very helpful in random failure situations.
BMW and some other makes are highly advanced, and can display symptoms caused by erroneous behaviour of control units, or connections, but also are subject to the need to carry out software updates for certain modules, of which there are many in later cars. Battery voltage can be an issue, but as you already suspect, the radio alone won't be a cause, however it may accelerate consequences. Even leads to the battery can prevent charge, and play havoc, as can water ingress somewhere (which is never covered by warranty), even previous access for other repairs can be a factor, many things really.
Hope you get a resolution, the team at the centre at the first point of contact, are not usually technical at all, but this is something they can all improve on by having staff to hand to discuss issues like you're dealing with perhaps. For oil, putting any 0w30 or 5w30 in would be better than adding none in terms of protecting the engine and your wallet should it run out totally, as when the warning is on for 'low' that's one thing, but the next one is oil pressure which means 'damage'. Not their fault then.
A poster above said he now saves money at an independent despite having no dealer issues, I am curious if they're confident the indy uses original parts and still saves them this huge amount, or if the garage uses the cheapest parts and the customer either doesn't know, or believes he's getting equivalent, but also if they are any more likely to resolve the above scenario. I would say in the same time with the car possibly no, but they won't for sure be as dependent on recovery of time spent which is where an independent can win, trouble is the last time they were on a relevant course for the car being worked on, can be years ago if ever. If you find an honest one that is aware of their own shortcomings but do find the fault, and only charge you for the parts actually needed to fix the car rather than used in all their guesses, and don't chase hours, then you might have found a good one haha.
I expect any main dealer to help if I invest in them, and you should. My clue to rubbish service would have been right from the indication you weren't valued as a customer, at the point of being given a £20 reduction for a dent, supported by no acknowledgment from a manager, I'd have left right there.
Sorry for long tedious post, just my 2p
Unfortunately no warranty company, or manufacturer supported warranty, will usually cover investigation into diagnostics, it would possibly get absorbed as goodwill or time written off in some cases, in the name of customer service maybe. Courtesy cars from the BMW recovery service (hire cars) will depend on qualifying circumstances much as with the AA so beyond this, it's down to availability of them at the centre, but that needs your commitment too in authorising investigation, usually these are tied up for planned work though, so not very helpful in random failure situations.
BMW and some other makes are highly advanced, and can display symptoms caused by erroneous behaviour of control units, or connections, but also are subject to the need to carry out software updates for certain modules, of which there are many in later cars. Battery voltage can be an issue, but as you already suspect, the radio alone won't be a cause, however it may accelerate consequences. Even leads to the battery can prevent charge, and play havoc, as can water ingress somewhere (which is never covered by warranty), even previous access for other repairs can be a factor, many things really.
Hope you get a resolution, the team at the centre at the first point of contact, are not usually technical at all, but this is something they can all improve on by having staff to hand to discuss issues like you're dealing with perhaps. For oil, putting any 0w30 or 5w30 in would be better than adding none in terms of protecting the engine and your wallet should it run out totally, as when the warning is on for 'low' that's one thing, but the next one is oil pressure which means 'damage'. Not their fault then.
A poster above said he now saves money at an independent despite having no dealer issues, I am curious if they're confident the indy uses original parts and still saves them this huge amount, or if the garage uses the cheapest parts and the customer either doesn't know, or believes he's getting equivalent, but also if they are any more likely to resolve the above scenario. I would say in the same time with the car possibly no, but they won't for sure be as dependent on recovery of time spent which is where an independent can win, trouble is the last time they were on a relevant course for the car being worked on, can be years ago if ever. If you find an honest one that is aware of their own shortcomings but do find the fault, and only charge you for the parts actually needed to fix the car rather than used in all their guesses, and don't chase hours, then you might have found a good one haha.
I expect any main dealer to help if I invest in them, and you should. My clue to rubbish service would have been right from the indication you weren't valued as a customer, at the point of being given a £20 reduction for a dent, supported by no acknowledgment from a manager, I'd have left right there.
Sorry for long tedious post, just my 2p
At least you didn't have your main franchise dealer 'test driving' your car after repairs on multiple days and at multiple occasions at almost 140mph while boasting to his colleague who was in the car for reasons unknown to anyone, "ha ha, I reckon I've wasted about half a tank of petrol"
Just because there is a BMW logo out front doesn't guarantee anything. My local sytner are glitzier than a backstreet garage but that is where the difference ends in both capability and service. In my experience obviously.
Go a little further afield and the other sytner has been a mixed bag. On both visits sales were not interested in talking to me about a car. On my most recent visit the tech side was very good at least in terms of listening but oddly the sales side again were entirely disinterested. I had asked to speak to someone about a touring and then had to go chasing. He just stood there, felt like I was wasting his time tbh
In contrast I bought my car from a non BMW non franchise dealer just outside bristol and they are car enthusiasts, you can see it as soon as you walk in. They love what they do and love what they sell. Would buy from them again. Pity they can't do warranty (insured) work.
Go a little further afield and the other sytner has been a mixed bag. On both visits sales were not interested in talking to me about a car. On my most recent visit the tech side was very good at least in terms of listening but oddly the sales side again were entirely disinterested. I had asked to speak to someone about a touring and then had to go chasing. He just stood there, felt like I was wasting his time tbh
In contrast I bought my car from a non BMW non franchise dealer just outside bristol and they are car enthusiasts, you can see it as soon as you walk in. They love what they do and love what they sell. Would buy from them again. Pity they can't do warranty (insured) work.
YES YES YES. Mind you the sales team were brilliant but all dealings thereafter have been awful. The worst service I have ever had from any car manufacturer ever.
I had a phone call from the sales team asking when I would be replacing my 5 series with a new one. I actually laughed down the phone (Didn't feel proud about that as the sales man was only doing his job).
I had a phone call from the sales team asking when I would be replacing my 5 series with a new one. I actually laughed down the phone (Didn't feel proud about that as the sales man was only doing his job).
stumpage said:
YES YES YES. Mind you the sales team were brilliant but all dealings thereafter have been awful. The worst service I have ever had from any car manufacturer ever.
I had a phone call from the sales team asking when I would be replacing my 5 series with a new one. I actually laughed down the phone (Didn't feel proud about that as the sales man was only doing his job).
I think you are making a mistake in lumping your 'dealer' with the 'manufacturer'. They are entirely separate. Lots of people very happy with their car, but not the service, need to change their dealer rather than manufacturer IMO.I had a phone call from the sales team asking when I would be replacing my 5 series with a new one. I actually laughed down the phone (Didn't feel proud about that as the sales man was only doing his job).
BMW make fantastic cars - new 5 series a case in point but dealer standards can, and do, vary.
Helicopter123 said:
BMW make fantastic cars
After driving a new BMW for the last 2+ years I don't agree.However yes. It is the dealer not the car, however the car does come from the same factory as the cars in the other dealers, so I can put the clown car behaviour down to the factory but I will leave the sheer incompetence of correcting it to the dealer.
Interesting about the oil. I bought a AUC 235 which needed a litre of oil not that long after I'd had it. Since then, and another 4k miles, the level's been fine. I'd imagined it was part of the PDI but perhaps not.
I've found my local main dealer staff to be pretty good over the 13 years I've used them. However, now it's owned my Inchcape you phone a call centre who have no idea if you want to discuss something, and for the most part just book you in for diagnostics.
I've found my local main dealer staff to be pretty good over the 13 years I've used them. However, now it's owned my Inchcape you phone a call centre who have no idea if you want to discuss something, and for the most part just book you in for diagnostics.
This sounds like an issue with the recovery arm of BMW. It was called BMW Emergency Service last time I looked, but it may have changed.
I have had BMWs for the last 2 decades and called them out on 6 occasions over that time. Only once did they actually send a specialist BMW person (for a fuel blockage). On the other 5 occasions they sent a random local recovery firm, and often a pretty crap one, with almost zero knowledge about the car. Perhaps the best example of this is when I had 2 wheels stolen from my M5 - BMW Emergency Service sent out a recovery truck to me with one spare wheel and were surprised to find that the car had no spare of its own!
It's certainly not a service I would pay to extend beyond the 3 years from new which is included - there are plenty of cheaper options if all you need is to be able to call a recovery truck.
I have had BMWs for the last 2 decades and called them out on 6 occasions over that time. Only once did they actually send a specialist BMW person (for a fuel blockage). On the other 5 occasions they sent a random local recovery firm, and often a pretty crap one, with almost zero knowledge about the car. Perhaps the best example of this is when I had 2 wheels stolen from my M5 - BMW Emergency Service sent out a recovery truck to me with one spare wheel and were surprised to find that the car had no spare of its own!
It's certainly not a service I would pay to extend beyond the 3 years from new which is included - there are plenty of cheaper options if all you need is to be able to call a recovery truck.
Edited by 335d on Thursday 6th July 14:39
I had an airbag recall notice for my 15 year old car. I was able to drop it off from 7:00, and pick it up at up to 18:30. The staff were very pleasant and polite, and the car had been washed and hoovered out for me.
I don't have it serviced there, as there is a good indie locally.
I couldn't fault the dealership, and made sure I personally thanked the staff involved and said a corporate thank you via Twitter.
Westerley in Exeter.
I don't have it serviced there, as there is a good indie locally.
I couldn't fault the dealership, and made sure I personally thanked the staff involved and said a corporate thank you via Twitter.
Westerley in Exeter.
Somebody mentioned the sales earlier too - my experience when looking was a mixed bag but the first guy was a complete joke.
He told me the most elaborate story that after I had called to say I was coming down for a test drive, another man had walked into the store and said he would buy the car. He told me that he had told the other guy to wait in the showroom and that if I didn't buy he, he could. He maintained the pretence throughout the test drive which was just odd / laughable / weird, and I explained as I had on the phone that it was the first I was coming to see and although was in the market to buy very soon, it wouldn't be that day. Who do they think these tricks will work on?!?
Oh and just to make sure, I called a week later to see if they still had it - surprise surprise they did
He told me the most elaborate story that after I had called to say I was coming down for a test drive, another man had walked into the store and said he would buy the car. He told me that he had told the other guy to wait in the showroom and that if I didn't buy he, he could. He maintained the pretence throughout the test drive which was just odd / laughable / weird, and I explained as I had on the phone that it was the first I was coming to see and although was in the market to buy very soon, it wouldn't be that day. Who do they think these tricks will work on?!?
Oh and just to make sure, I called a week later to see if they still had it - surprise surprise they did
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