BMW Service Satisfaction Survey

[numtumfutunch]

I have a 530d which is coming up to 5y old

The car is fantastic however has had a number of niggles principally the EGR issue which was flagged approx 4y ago and its taken them this long to get round to fixing it. Its been back several times for checks, software flashes, installing monitoring something or other until the iDrive eventually said it was leaking and to book it in ASAP, in reality I then had to wait a month to get it booked in for the job

There have been other gripes and warranty niggles some of which have been attended to and others kicked into the long grass

When I collected it after the EGR fix the technician appreciated my unhappiness but asked if I could be kind to him in the customer service survey which is sent out after servicing work. He said he wasnt bothered about the dealership and BMW UK getting a pasting in the other bits but if I marked him down he'd lose bonus - or something like that. He was a nice bloke and seemed to be on my side so I agreed

Roll on a week and I have not received it in either my inbox or spam folder

Its probably nothing but I have never been sent one after visiting this dealer and as described the car has had issues since day 1

Do they get sent to random people or to everybody and for some reason Ive never got one........

Cheers

[cossy400]

We had one back recently and MRS400 basically let rip.

She d hadca hysterectomy and or though the car was booked in a courtesy car was booked also.

Turned up computers were down and we were ment to be notified but wasn't...

Told it would be prioritised amd done for 2pm, it wasn't, then told 4pm.

It was an oil service so not exactly a full job.

Knocked £115 off the bill on the day amd also a free courtesy car at MOT time, and MOT for £30

Got the survey so she abused them some more and now we ve got a free valet too.

All would have been better of she could sit properly but she was or though past the alloted time for driving she was still having to sit a certain way which she couldn't in the dealers

[mmm-five]

Whenever I have a service, they ask me if I'm happy with the service I received.

If I say 'no', then I NEVER get a survey. If I say 'yes', then about 50% of the time I get a survey to fill in.

But the service advisor also asks me to contact them before completing the survey to resolve anything for which I can't give them full marks.

[Dynion Araf Uchaf]

numtumfutunch said:

I have a 530d which is coming up to 5y old

The car is fantastic however has had a number of niggles principally the EGR issue which was flagged approx 4y ago and its taken them this long to get round to fixing it. Its been back several times for checks, software flashes, installing monitoring something or other until the iDrive eventually said it was leaking and to book it in ASAP, in reality I then had to wait a month to get it booked in for the job

There have been other gripes and warranty niggles some of which have been attended to and others kicked into the long grass

When I collected it after the EGR fix the technician appreciated my unhappiness but asked if I could be kind to him in the customer service survey which is sent out after servicing work. He said he wasnt bothered about the dealership and BMW UK getting a pasting in the other bits but if I marked him down he'd lose bonus - or something like that. He was a nice bloke and seemed to be on my side so I agreed

Roll on a week and I have not received it in either my inbox or spam folder

Its probably nothing but I have never been sent one after visiting this dealer and as described the car has had issues since day 1

Do they get sent to random people or to everybody and for some reason Ive never got one........

Cheers

As this used to be my speciality subject back when I used to work for an OEM...

a service satisfaction emailer should go out to all retail customers. That is those that have spend some of their own money on the car repair, be it a service plan, or pay as you go. This should also include those repairs where some warranty work was also done. However it doesn't normally go out to those who only have a warranty repair.

There may also be an amount threshold that you have to reach to trigger a questionnaire.

However sometimes, if the service advisor thinks you could be a bit problematic, the email address that you provide might be changed slightly so that you don't receive an email. You may also have signed some sort of 'do not contact me' check box during your visits to the dealer.

Manufacturers can measure this 'email change' and it might impact a dealers bonus but not always.

Also , it can take a little while for the email to get sent out dependent when in the month you have your service, although generally the email from the dealer is pretty prompt.

There are other myriad rules that OEM's introduce, sometimes to protect their own backs ( as they are monitored on the global CS scale along side other OEMs).

It's basically a massive fudge, with too much money riding on it. Your best bet as to registering a complaint is to not buy another car from that brand.

[Mr Tidy]

Back when I had newer BMWs I used to get fed up with all the follow-up. I'm sure I had both e-mails and texts for the same visit more than once!

If I hadn't had a good experience I was more than capable of telling them.