BMW UK complaints contact?
Discussion
I'm having a bit of bother with a dealer and the next step is looking like pinging a list of complaints / demands to the dealer principle - at which point it would be worthwhile cc'ing someone at BMW UK to either (optimistically) get them to intervene or at least let the DP see I'm not going away without a fight.
Can anyone suggest a good contact in BMW UK to pop a letter in the post to?
Not sure how far it will get me, but it's the next thing to try.
Thanks for any help
Can anyone suggest a good contact in BMW UK to pop a letter in the post to?
Not sure how far it will get me, but it's the next thing to try.
Thanks for any help
It depends on your complaint.
Is it sales or service you wish to complain about? Start with the Manager and then the dealer principal. If you get no joy, or an acceptable resolution, then just write to Customer Service at BMW in Bracknell with the responses from your dealer.
You are unlikely to intimidate your dealer principle by copying in BMW before he has a chance to investigate your grievance, and is certainly not going to secure his cooperation.
Is it sales or service you wish to complain about? Start with the Manager and then the dealer principal. If you get no joy, or an acceptable resolution, then just write to Customer Service at BMW in Bracknell with the responses from your dealer.
You are unlikely to intimidate your dealer principle by copying in BMW before he has a chance to investigate your grievance, and is certainly not going to secure his cooperation.
Service has palmed me off to sales (after much chasing) and sales have palmed me off to service (after yet more chasing).
I'm a little tired of having to chase and not getting call backs and updates as promised. I'll follow your advice and hold off on customer services then, until I contact the dealer principle. I've no real interest in going through any lower hierarchy at the moment as it's clear there is no one interested in helping so far.
My last contact was with the sales person who sold me the car a few weeks ago who told me he'd have words with the manager (presumably sales rather than general) and get back to me on friday. Unsurprisingly nothing so I'm afraid my patience has worn thin!
I'm a little tired of having to chase and not getting call backs and updates as promised. I'll follow your advice and hold off on customer services then, until I contact the dealer principle. I've no real interest in going through any lower hierarchy at the moment as it's clear there is no one interested in helping so far.
My last contact was with the sales person who sold me the car a few weeks ago who told me he'd have words with the manager (presumably sales rather than general) and get back to me on friday. Unsurprisingly nothing so I'm afraid my patience has worn thin!
8Tech said:
It depends on your complaint.
Is it sales or service you wish to complain about? Start with the Manager and then the dealer principal. If you get no joy, or an acceptable resolution, then just write to Customer Service at BMW in Bracknell with the responses from your dealer.
You are unlikely to intimidate your dealer principle by copying in BMW before he has a chance to investigate your grievance, and is certainly not going to secure his cooperation.
+1 Is it sales or service you wish to complain about? Start with the Manager and then the dealer principal. If you get no joy, or an acceptable resolution, then just write to Customer Service at BMW in Bracknell with the responses from your dealer.
You are unlikely to intimidate your dealer principle by copying in BMW before he has a chance to investigate your grievance, and is certainly not going to secure his cooperation.
To add to that, BMW UK will most likely inform you that you need to discuss the situation with the Dealer principal first to seek an acceptable resolution before they would even contemplate getting involved (and I wouldn't be too surprised to find out that you've been informed that although your complaint has been registered with them and they appreciate your feedback, they do not normally get involved in these sort of complaints).
Speak to the Dealer principal first.
4rephill said:
...BMW UK will most likely inform you that you need to discuss the situation with the Dealer principal first to seek an acceptable resolution before they would even contemplate getting involved (and I wouldn't be too surprised to find out that you've been informed that although your complaint has been registered with them and they appreciate your feedback, they do not normally get involved in these sort of complaints).
And even then they might not be bothered, as I had a certain dealer adamantly claiming my AUC warranty claim was turned down and that I'd have to pay before I could take the car away, whilst I'd already been told (and given proof) that it had been paid for by BMW.Despite BMW having a record of the claim & authorisation to carry out the warranty repair, they were not bothered that the dealer was trying to recover the cost from the owner as well.
All my gripes/praise goes direct to the manager of the department concerned, with a copy to the dealership DP and/or group DP now.
mmm-five said:
And even then they might not be bothered, as I had a certain dealer adamantly claiming my AUC warranty claim was turned down and that I'd have to pay before I could take the car away, whilst I'd already been told (and given proof) that it had been paid for by BMW.
Despite BMW having a record of the claim & authorisation to carry out the warranty repair, they were not bothered that the dealer was trying to recover the cost from the owner as well.
All my gripes/praise goes direct to the manager of the department concerned, with a copy to the dealership DP and/or group DP now.
From what I have experienced and read over the years, that seems to be the best (and correct) approach when it comes to complaints, rather than trying to miss out levels of authority in the chain of command. From what I have gathered, if you try to miss out certain levels, BMW UK will merely inform you that you should first direct your complaint to very level you have missed out.Despite BMW having a record of the claim & authorisation to carry out the warranty repair, they were not bothered that the dealer was trying to recover the cost from the owner as well.
All my gripes/praise goes direct to the manager of the department concerned, with a copy to the dealership DP and/or group DP now.
It seems to Me that BMW UK will happily get involved in warranty disputes and goodwill gestures where necessary but are loathed to get involved in disputes that concern individual Dealerships (or are simply not interested in getting involved).
I suspect that if they receive numerous complaints about an individual Dealership then they may then get involved, but are not interested in singular cases, which is a shame because these complaints can have a serious bearing on BMW's reputation. A common misconception seems to be that poor service by a BMW Dealership is poor service from BMW themselves as people do not distinguish the Dealership as being independent of BMW AG (understandable to a degree, but the Dealerships are not employed by BMW, they merely pay BMW for a licence to act as an official agent to sell and service BMW cars).
This situation is not unique to BMW either, all the manufacturers with Franchised Dealerships work in the exact same way.
Whilst it would be time consuming for the Manufacturers to get involved in investigating every single complaint made to them about Dealerships, it would most likely pay them dividends in the long run as it would keep the Dealerships on their toes when it comes to customer satisfaction, knowing that the manufacturer takes complaints very seriously.
I'm lucky that I have a very good relationship with My BMW Dealership having known them for 23 years (in fact, with some members of their staff whom I have known for half My life, I have an semi-informal relationship with and it's almost like visiting friends when I go there!).
Everything does not always go to plan however and sometimes mistakes have occurred but I've always tried to remember that at the end of the day they are only human and mistakes can happen. The trick is not to lose your temper but remain cool, calm and collected, ask to talk to the manager of the department and if you get no joy, then ask to take it further up the chain of command. This approach has always served Me well and to be fair, any problems have always been sorted to My satisfaction by those people I have had the initial dealings with, without having to take the matter any higher.
There are good and bad Dealerships out there and sometimes you have little choice with which one you end up with but it pays to approach them in a good manner, being polite and calm at all times rather than shouting, ranting and raving. The more you rant at them, the less likely they are to want to help you or do you any favours.
Letter in the post to the DP.
Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
What I do know is that shortly after purchase I received a letter from the dealer principle saying to get in touch should I have issues. Which I'm now doing. If this ruffles feathers at the dealership further down the chain then it's only because they did not address the issue appropriately in the first instance and, frankly, I'm not looking to go for a beer with them and be chums - I just want my issues resolved.
Thanks for the advice so far, as suggested I have held back on contacting BMW UK in the hope the dealer principle will resolve things. I don't actually think BMW UK will have much interest but I merely wanted to use them as some sort of indication to the dealer that I'm not just going to go away if they ignore me.
Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
What I do know is that shortly after purchase I received a letter from the dealer principle saying to get in touch should I have issues. Which I'm now doing. If this ruffles feathers at the dealership further down the chain then it's only because they did not address the issue appropriately in the first instance and, frankly, I'm not looking to go for a beer with them and be chums - I just want my issues resolved.
Thanks for the advice so far, as suggested I have held back on contacting BMW UK in the hope the dealer principle will resolve things. I don't actually think BMW UK will have much interest but I merely wanted to use them as some sort of indication to the dealer that I'm not just going to go away if they ignore me.
eztiger said:
Letter in the post to the DP.
Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
What I do know is that shortly after purchase I received a letter from the dealer principle saying to get in touch should I have issues. Which I'm now doing. If this ruffles feathers at the dealership further down the chain then it's only because they did not address the issue appropriately in the first instance and, frankly, I'm not looking to go for a beer with them and be chums - I just want my issues resolved.
Thanks for the advice so far, as suggested I have held back on contacting BMW UK in the hope the dealer principle will resolve things. I don't actually think BMW UK will have much interest but I merely wanted to use them as some sort of indication to the dealer that I'm not just going to go away if they ignore me.
Believe me, if you call BMW customer services often enough they will definately put pressure on the dealer. With my issue the dealer group director was fully aware I had been communicating with BMW UK and I am sure there was pressure applied by them.Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
What I do know is that shortly after purchase I received a letter from the dealer principle saying to get in touch should I have issues. Which I'm now doing. If this ruffles feathers at the dealership further down the chain then it's only because they did not address the issue appropriately in the first instance and, frankly, I'm not looking to go for a beer with them and be chums - I just want my issues resolved.
Thanks for the advice so far, as suggested I have held back on contacting BMW UK in the hope the dealer principle will resolve things. I don't actually think BMW UK will have much interest but I merely wanted to use them as some sort of indication to the dealer that I'm not just going to go away if they ignore me.
eztiger said:
Letter in the post to the DP.
Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
But you have asked on here and those in the know have guided you as to the best course of action. I'm sure one day you will spot someone else in a similar predicament and it will be you saying to them: "Here's what you need to do, first contact...".Though I appreciate the sentiment I'm not exactly sure how I, as a lowly punter, am meant to know what the various levels of hierarchy in an individual dealership should be and who the next person up the chain is. Especially when said dealership decides not to return calls as a matter of routine.
As for the Dealership not returning calls, this is something else worth pointing out to the Dealer Principal as it is one of the basics of good customer care. If you get no joy from your letter then your next step should be to arrange a meeting in person with the Dealer Principal to discuss your issues.
eztiger said:
What I do know is that shortly after purchase I received a letter from the dealer principle saying to get in touch should I have issues. Which I'm now doing. If this ruffles feathers at the dealership further down the chain then it's only because they did not address the issue appropriately in the first instance and, frankly, I'm not looking to go for a beer with them and be chums - I just want my issues resolved.
Hopefully the Dealer Principal will be genuinely concerned with the issues that you have encountered and will want to make you a happy customer again! (unfortunately there are good and bad Dealerships and good and bad Dealer Principals. Some will bend over backwards to ensure you're happy whilst others will treat you with contempt. It can be pot luck at times).As for not wanting to be "chums" with the people in the Dealership, in the 23 years I've known My local Dealership I've always found that it pays dividends to be on friendly terms with them and there have been numerous occasions when they have gone beyond what is expected of them in order to make Me happy or to keep Me mobile (including being lent the service managers own car when the work on My car could not be completed in time and there were no other cars available).
pattyg said:
Believe me, if you call BMW customer services often enough they will definately put pressure on the dealer. With my issue the dealer group director was fully aware I had been communicating with BMW UK and I am sure there was pressure applied by them.
But it could just as easily be the case that the Group Director was so disappointed to have an unhappy customer that they sorted out your issue with no pressure applied from BMW UK whatsoever. Just because your issue suddenly got looked at or sorted doesn't automatically mean BMW UK applied pressure, you may have just finally got to someone in the Dealership chain of command who genuinely cared.4rephill said:
But it could just as easily be the case that the Group Director was so disappointed to have an unhappy customer that they sorted out your issue with no pressure applied from BMW UK whatsoever. Just because your issue suddenly got looked at or sorted doesn't automatically mean BMW UK applied pressure, you may have just finally got to someone in the Dealership chain of command who genuinely cared.
I did not contact the Director, he contacted me. This was after the DP brushed me off. Do you seriously think he heard the story from his DP and said, hang on, I think you have treated this customer unfairly I will contact him asap and visit his house to sort this out?4rephill said:
But you have asked on here and those in the know have guided you as to the best course of action. I'm sure one day you will spot someone else in a similar predicament and it will be you saying to them: "Here's what you need to do, first contact...".
I was contacting the DP anyway, my original query was for a suitable contact address at BMW UK to copy in. Despite being grateful for the advice I've received you'll note that I didn't actually get a reply to that question.But this is PH so..
4rephill said:
If you get no joy from your letter then your next step should be to arrange a meeting in person with the Dealer Principal to discuss your issues.
Absolutely not. If they're not willing to engage based on the contents of the letter which is a direct result of their service department and sales department individually also failing to engage - I don't see why a face to face talk would (or should) change anything. Nor do I see why I should waste my time chasing the matter, yet again.I don't mind cutting a bit of slack and I don't mind having to prod a little bit. But I do mind having do that four times and still not getting anything back - there is a limit.
If there is no joy from the DP in response to my letter then I will be going to BMW UK as well as trading standards to clarify my position before taking the matter further. Plenty of options available to me yet.
pattyg has confirmed that in their case BMW UK did indeed light a fire under the dealer which is really what I'm looking for here. Whether that's done before or after the DP gets his chance to have his say is immaterial to me so long as the outcome is the same. But this thread has suggested to give him a chance in isolation.
The car was an entirely private sale to me (i.e not on a PCP or via any sort of business purchase) and so represents a lot of my own money. Whilst my issues are relatively minor in the scheme of things I expect (and I believe the law is behind me) better for my money from a premium marque. It's also too much money for me to be fobbed off and given the run around as a result. I should add that I haven't received any sort of firm yes or no answer in regards to if they will address my issues. Merely buck passing between departments and 'I'll call you back once I've spoken to someone'. I would at least be able to move on, in some fashion, if I'd been given an answer - any answer.
What are your issues??
Maybe you're just a pain in the arse trying it on to get something extra out of your deal?
Maybe the sales guy has spoke with the manager, who in turn has spoken with the DP, and he may have asked BMW UK their thoughts and they have all agreed that your asking too much??
Just kidding, but I would like to know what it is to see why they would just ignore it.
Maybe you're just a pain in the arse trying it on to get something extra out of your deal?
Maybe the sales guy has spoke with the manager, who in turn has spoken with the DP, and he may have asked BMW UK their thoughts and they have all agreed that your asking too much??
Just kidding, but I would like to know what it is to see why they would just ignore it.
pattyg said:
I did not contact the Director, he contacted me. This was after the DP brushed me off. Do you seriously think he heard the story from his DP and said, hang on, I think you have treated this customer unfairly I will contact him asap and visit his house to sort this out?
Actually, yes I believe it is possible that someone higher up in the organization told the DP to visit you personally to resolve your issues. It may have been based on their own concerns for one of their customers, it may have been the threat of getting BMW UK involved or, as you seem think, it may have been due to pressure from BMW UK, but do you have any actual evidence that BMW UK got directly involved or is it just your personal belief?. In the vast majority of cases, if a single customer has a problem with a Dealership, BMW UK's position is that it is between the customer and the Dealership and that they should sort it out with the Dealer Principal as BMW UK does not represent the Dealerships, they represent BMW AG.
If they receive multiple complaints about a particular Dealership then they may investigate it but look at how many Dealerships get slated by customers for poor service and customer care and yet they are still trading. Based on what you are saying, do you not think BMW UK would have removed the franchise license from them if they are that bad?.
I'm not saying that BMW UK didn't get involved in your case, they may have, they may not, all I'm saying is that it is equally as possible that your case was resolved without any involvement from BMW UK despite your contact with them, without evidence from BMW UK confirming their involvement, you will never know for sure.
eztiger said:
Absolutely not. If they're not willing to engage based on the contents of the letter which is a direct result of their service department and sales department individually also failing to engage - I don't see why a face to face talk would (or should) change anything. Nor do I see why I should waste my time chasing the matter, yet again.
I don't mind cutting a bit of slack and I don't mind having to prod a little bit. But I do mind having do that four times and still not getting anything back - there is a limit.
If there is no joy from the DP in response to my letter then I will be going to BMW UK as well as trading standards to clarify my position before taking the matter further. Plenty of options available to me yet.
All I can see BMW UK doing (if anything), is to tell you that you need to discuss this matter with the Dealer Principal in person and sort it out with them. I don't mind cutting a bit of slack and I don't mind having to prod a little bit. But I do mind having do that four times and still not getting anything back - there is a limit.
If there is no joy from the DP in response to my letter then I will be going to BMW UK as well as trading standards to clarify my position before taking the matter further. Plenty of options available to me yet.
It's curious that you feel a face to face discussion would be a complete waste of time and change nothing and so is therefore not worth pursuing, where as writing four letters should resolve everything, after all, it's a lot harder to ignore someone in person than it is to ignore letters and e-mails. After two or three letters, personally I would have been asking to see the DP in person but that's just Me.
eztiger said:
pattyg has confirmed that in their case BMW UK did indeed light a fire under the dealer which is really what I'm looking for here. Whether that's done before or after the DP gets his chance to have his say is immaterial to me so long as the outcome is the same. But this thread has suggested to give him a chance in isolation.
All pattyg has said is that they believe BMW UK took some action in their case, they have not shown any proof that it actually happened. It could just as easily have been a coincidence that their issues were sorted just after they had contacted BMW UK. Did the Dealership mention anything about BMW UK getting involved?. Did BMW UK confirm that they had got involved?.eztiger said:
The car was an entirely private sale to me (i.e not on a PCP or via any sort of business purchase) and so represents a lot of my own money. Whilst my issues are relatively minor in the scheme of things I expect (and I believe the law is behind me) better for my money from a premium marque. It's also too much money for me to be fobbed off and given the run around as a result. I should add that I haven't received any sort of firm yes or no answer in regards to if they will address my issues. Merely buck passing between departments and 'I'll call you back once I've spoken to someone'. I would at least be able to move on, in some fashion, if I'd been given an answer - any answer.
Sorry if it sounds like I've been having a go at you, I can fully appreciate your position and can only say that the response from your Dealership is very,very disappointing. Ideally they should be bending over backwards to ensure that you are a happy customer who will want to come back and Buy another BMW from them in the future. As I have said before, there are good and unfortunately, there are bad Dealerships out there, not just for BMW but for other manufacturers as well (Mercedes seem to be amongst the worse from what I've read and heard from owners).
All I can say is that I would have handled the situation slightly differently, but I'm in the fortunate position of having a good relationship with My local Dealership and have always had My issues sorted out without having to get the DP involved.
If your issues are with the quality of the car itself then BMW UK should get involved immediately and try to sort it out for you.
If your issues are purely about the service you have received from the Dealership then I still think that they will not want to get involved.
Whatever happens, I honestly hope you get your issues sorted to your satisfaction and you can then enjoy your car but I suspect your BMW experience has already been severely soured by your Dealership which is very unfortunate.
Best of luck with it!
It'd prove useful if outlined what your grievances are - as above it would help see if we can suggest a way of getting the right person to take ownership of your issues.
If you'd rather remain schtum about what's bugging you, then call BMW CS, and ask for the marketing director's contact info or that of his PA.
You could divulge what you've been doing to resolve the issue through the dealership, but that to date, they've shown no real interest in doing so.
It's a freephone number, as seen on the contact us page of the website.
The UK MD's contact details are here - http://www.ceoemail.com/ - but that'd really be last resort, or if CS give you a bit of the runaround after calling a few times if the first member of staff was unhelpful.
DM's name - http://www.answers.com/topic/bmw-uk-ltd - chances are it's similar to the MD's email addy from the above link.
If you'd rather remain schtum about what's bugging you, then call BMW CS, and ask for the marketing director's contact info or that of his PA.
You could divulge what you've been doing to resolve the issue through the dealership, but that to date, they've shown no real interest in doing so.
It's a freephone number, as seen on the contact us page of the website.
The UK MD's contact details are here - http://www.ceoemail.com/ - but that'd really be last resort, or if CS give you a bit of the runaround after calling a few times if the first member of staff was unhelpful.
DM's name - http://www.answers.com/topic/bmw-uk-ltd - chances are it's similar to the MD's email addy from the above link.
Edited by PJ S on Saturday 20th August 16:13
4rephill said:
Actually, yes I believe it is possible that someone higher up in the organization told the DP to visit you personally to resolve your issues. It may have been based on their own concerns for one of their customers, it may have been the threat of getting BMW UK involved or, as you seem think, it may have been due to pressure from BMW UK, but do you have any actual evidence that BMW UK got directly involved or is it just your personal belief?.
In the vast majority of cases, if a single customer has a problem with a Dealership, BMW UK's position is that it is between the customer and the Dealership and that they should sort it out with the Dealer Principal as BMW UK does not represent the Dealerships, they represent BMW AG.
If they receive multiple complaints about a particular Dealership then they may investigate it but look at how many Dealerships get slated by customers for poor service and customer care and yet they are still trading. Based on what you are saying, do you not think BMW UK would have removed the franchise license from them if they are that bad?.
I'm not saying that BMW UK didn't get involved in your case, they may have, they may not, all I'm saying is that it is equally as possible that your case was resolved without any involvement from BMW UK despite your contact with them, without evidence from BMW UK confirming their involvement, you will never know for sure.
You are correct that I have nothing from BMW UK to say they got involved but the director was fully aware that I had contacted them when he called me. 2 and 2?In the vast majority of cases, if a single customer has a problem with a Dealership, BMW UK's position is that it is between the customer and the Dealership and that they should sort it out with the Dealer Principal as BMW UK does not represent the Dealerships, they represent BMW AG.
If they receive multiple complaints about a particular Dealership then they may investigate it but look at how many Dealerships get slated by customers for poor service and customer care and yet they are still trading. Based on what you are saying, do you not think BMW UK would have removed the franchise license from them if they are that bad?.
I'm not saying that BMW UK didn't get involved in your case, they may have, they may not, all I'm saying is that it is equally as possible that your case was resolved without any involvement from BMW UK despite your contact with them, without evidence from BMW UK confirming their involvement, you will never know for sure.
Been having dispute with BMW Park Lane and BMW Steven James BMW Bickley and BMW UK since 1st August, when my car was booked into Steven James six weeks prior, for an IMPORTANT SAFETY RECALL on the Battery + By BMW UK, I was informed by BMW UK that there was three points outstanding:
1. Battery + recall
2.Quality enhancement Notification on the Brake Vacuum
3. Air con
Steven James failed to do the Battery + recall, which it was originally booked in for, but carried out the brake enhancement, VHC check timing chain ok.
Which consisted of a Software update,
1. Retrofitting the on board diagnostic for brake vacuum.
2. Programing control units and carrying out test module (with CAS).
Does ant one know, why Driver and Vehicles Standards agency has the Brake Vacuum recall on all BMW series 1 in 2006 down as Recall on the Brake vacuum pump being replaced, this is a very dangerous recall and is happening on various BMWs.
End result of not having the Battery + recall done engine ceased, and dangerous accident avoided.,
At a dead lock with BMW UK
Car sent back at my expense with top half of the engine in bits in the boot and parts of fuse box in he passengers seat.
I think there is a safety issue here, all comments or experiences welcome,
1. Battery + recall
2.Quality enhancement Notification on the Brake Vacuum
3. Air con
Steven James failed to do the Battery + recall, which it was originally booked in for, but carried out the brake enhancement, VHC check timing chain ok.
Which consisted of a Software update,
1. Retrofitting the on board diagnostic for brake vacuum.
2. Programing control units and carrying out test module (with CAS).
Does ant one know, why Driver and Vehicles Standards agency has the Brake Vacuum recall on all BMW series 1 in 2006 down as Recall on the Brake vacuum pump being replaced, this is a very dangerous recall and is happening on various BMWs.
End result of not having the Battery + recall done engine ceased, and dangerous accident avoided.,
At a dead lock with BMW UK
Car sent back at my expense with top half of the engine in bits in the boot and parts of fuse box in he passengers seat.
I think there is a safety issue here, all comments or experiences welcome,
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