Time for a Change of Manufacturer?
Discussion
I've been buying BMW's for coming up to 20 years now, mainly from the Approved Used network and whilst I've not been overwhelmed by the quality of the buying experience recent events make me wonder whether I should look elsewhere for a dealer network that actually values it's customers?
Bit of background: I have for various reasons bought 3 cars this year from the BMW network. Each came from a different dealer in 3 different areas of the country.
Firstly, in January I bought a 435i from a dealer in Surrey. As part of the final negotiations they offers to treat the car with the Autoglym Lifeshine. When I got the car it was nice and shiny but after the first rain it was clear the car hadn't seen any sort of treatment for a very long time. Contact dealer, firstly they swear the car was treated, then agree it wasn't and offer to treat the car as long as I drive the 90 miles to them and finally they send a tiny bottle plus a sponge in an envelope. I give up after several phone calls / emails as it was clear that they weren't going to do anything unless I drive to them. It didn't cost me anything and I had got a free sponge....
Secondly I buy an i3 from Staffordshire at admittedly a great price. I go by train to collect the car with the promise it would be fully charged for the 130 mile journey home. It wasn't. Neither was the PDI done properly so the nav wasn't enabled (the car was essentially brand new but had been pre registered to the dealer with 9 miles on the clock) and I had to get this done at my local dealer the following week. They then didn't register the car in my name until I chased them a month after collecting the car because I hadn't received the V5. They did then register the car but didn't tax it. I had a letter from the DVLA after a week telling me I would be liable for a fine of up to £1000 if I drove the car on the public road.
Finally I collected a 530d touring from Buckinghamshire last week. When I got the car home I discovered it had 2 major faults (valve cover gasket leak that produced enough smoke to make you think the engine was on fire) and a fault with the auxiliary drive belt or items connected thereto; not sure yet, awaiting diagnosis). This was accompanied by a creaking dash that I'd not noticed prior to collection (car was bought over the phone), a light in the boot that keeps falling out and a passenger seat pocket that's hanging off (though hard to spot unless you wiggle it). The car is at the local dealer and I now anticipate a protracted row about what's going to be fixed and what's not (bear in mind the AUC warranty does not cover pre existing conditions....).
The only thing the dealer network seem to care about is taking your money. Once they get this their focus moves on to the next target.
I like the marque but am thoroughly cheesed off with the quality of service from the dealers both in terms of after sales care and car service centres.
Is it just BMW or is there a manufacturer who a) produces decent cars and b) actually sees their customers as more than just a short term source of income - suggestions would be welcome as I feel it's time to move on.
PS. For balance, and a little source of hope, when buying the i3 I spoke to a salesman in one of the BMW dealers in London who was so helpful that, though he couldn't source the car I wanted, I sent him a decent bottle of wine to thank him for the help and guidance he'd provided.
Bit of background: I have for various reasons bought 3 cars this year from the BMW network. Each came from a different dealer in 3 different areas of the country.
Firstly, in January I bought a 435i from a dealer in Surrey. As part of the final negotiations they offers to treat the car with the Autoglym Lifeshine. When I got the car it was nice and shiny but after the first rain it was clear the car hadn't seen any sort of treatment for a very long time. Contact dealer, firstly they swear the car was treated, then agree it wasn't and offer to treat the car as long as I drive the 90 miles to them and finally they send a tiny bottle plus a sponge in an envelope. I give up after several phone calls / emails as it was clear that they weren't going to do anything unless I drive to them. It didn't cost me anything and I had got a free sponge....
Secondly I buy an i3 from Staffordshire at admittedly a great price. I go by train to collect the car with the promise it would be fully charged for the 130 mile journey home. It wasn't. Neither was the PDI done properly so the nav wasn't enabled (the car was essentially brand new but had been pre registered to the dealer with 9 miles on the clock) and I had to get this done at my local dealer the following week. They then didn't register the car in my name until I chased them a month after collecting the car because I hadn't received the V5. They did then register the car but didn't tax it. I had a letter from the DVLA after a week telling me I would be liable for a fine of up to £1000 if I drove the car on the public road.
Finally I collected a 530d touring from Buckinghamshire last week. When I got the car home I discovered it had 2 major faults (valve cover gasket leak that produced enough smoke to make you think the engine was on fire) and a fault with the auxiliary drive belt or items connected thereto; not sure yet, awaiting diagnosis). This was accompanied by a creaking dash that I'd not noticed prior to collection (car was bought over the phone), a light in the boot that keeps falling out and a passenger seat pocket that's hanging off (though hard to spot unless you wiggle it). The car is at the local dealer and I now anticipate a protracted row about what's going to be fixed and what's not (bear in mind the AUC warranty does not cover pre existing conditions....).
The only thing the dealer network seem to care about is taking your money. Once they get this their focus moves on to the next target.
I like the marque but am thoroughly cheesed off with the quality of service from the dealers both in terms of after sales care and car service centres.
Is it just BMW or is there a manufacturer who a) produces decent cars and b) actually sees their customers as more than just a short term source of income - suggestions would be welcome as I feel it's time to move on.
PS. For balance, and a little source of hope, when buying the i3 I spoke to a salesman in one of the BMW dealers in London who was so helpful that, though he couldn't source the car I wanted, I sent him a decent bottle of wine to thank him for the help and guidance he'd provided.
Edited by Sn1ckers on Friday 12th November 16:25
Not sure why you would want to limit yourself to products from one manufacturer, especially one with a patchy reliability/customer service record and one that competes with itself in making increasing hideous cars.
The rental company just dropped an X4 at my house this morning and I'm not sure I can bring myself to drive the thing.
The rental company just dropped an X4 at my house this morning and I'm not sure I can bring myself to drive the thing.
Depends what you call a decent car?
Out of all the dealers I have had to deal with over the years the one that stands head and shoulders above the rest is..........
Skoda! Oh yes if you had asked me when I was in my youth I would never have believed it but Skoda number 3 on order.
Only took me one BMW to realise the dealers were s
t and the car wasn't all that special.
Out of all the dealers I have had to deal with over the years the one that stands head and shoulders above the rest is..........
Skoda! Oh yes if you had asked me when I was in my youth I would never have believed it but Skoda number 3 on order.
Only took me one BMW to realise the dealers were s
t and the car wasn't all that special. I was on a Toyota dealer's forecourt, today, looking through the windows of a lightly used Yaris GR, to see how big it was inside. I was looking for about 5 minutes and then took a step back to get a longer look, at which point an employee came out and drove it away without even an acknowledgment.
He went to the garage next door and was seen later a few hundred yards away. He seemed to be using it as an ego-boosting staff car because his mate also wanted the keys ... How rude.
(It was too small anyway).
He went to the garage next door and was seen later a few hundred yards away. He seemed to be using it as an ego-boosting staff car because his mate also wanted the keys ... How rude.
(It was too small anyway).
Sn1ckers said:
I tried a Lexus GS300h and really don’t like them though I’ve heard great things about the dealerships.
I like the way BMWs drive, though less so since they moved to electric power steering. That said, I really enjoy driving the i3.
I would vote with your feet. But maybe try a BMW dealer which is recommended on here.I like the way BMWs drive, though less so since they moved to electric power steering. That said, I really enjoy driving the i3.
My BMW dealer is pretty good but on the Isle of Wight. I did not even buy from them regularly, but they have looked after me pretty well over the years - except for one instance. They advised that they wouldn't repair the airbag light again on our new MINI in 2002 if we continued to use the rear seats..... I suspect someone was having a bad day
. Luckily for us, we continued to use the rear seat but the airbag light did not come on again.I have found the dealer experience during lock down has been poor , I own a BMW & a TOYOTA. I am guessing the BMWs you have bought this year have not been prepaired to the usual standards . As you say they just want the sales. Service staff are not at work limited staff answering phones , poor standands across both brands not up the usual experience in my opinion.
I guess if you like the brand & the feel BMW cars offer , find a good specialist & avoid main dealers for service in the future.
I guess if you like the brand & the feel BMW cars offer , find a good specialist & avoid main dealers for service in the future.
I had a bad experience buying a Mini in Surrey from a franchised BMW/Mini dealer but my local one in Lincoln was excellent in getting the car sorted for me. Everytime I’ve been in they’ve been very helpful and restored some faith in main dealerships. If you still like BMW it’s worth trying to find a better dealer near you but no harm in looking at other brands.
I've had nothing but BMWs since 2005, but only bought two AUC ones.
The first came from Scotthall in Chandlers Ford and they were great.
Second was from Cooper, Croydon who were appalling!
Mrs Tidy bought 2 new Minis frim Sytner Sunningdale and they were also brilliant, so they seem to be a bit hit or miss.
The first came from Scotthall in Chandlers Ford and they were great.
Second was from Cooper, Croydon who were appalling!
Mrs Tidy bought 2 new Minis frim Sytner Sunningdale and they were also brilliant, so they seem to be a bit hit or miss.
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