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      10-28-2014, 06:52 PM   #1
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Dealership Warranty Service Experience

BMW service sucks. This is the second dealership I have dealt with for three different cars, and each location has pissed me off in so many different ways. This time, I wanted to get in one more service before my warranty expires. They claimed to do a "full inspection" to see if anything needs fixing/replacement. I know they are normally only allowed to fix what is specifically pointed out to them, but the service manager assured me they would do a close inspection anyway and get in whatever service they could. Meanwhile, they wouldn't even squeeze in a last oil and filter change for me, even though it had been almost a year (low mileage service). Also, they wouldn't replace the spark plugs, even though there had been four oil "changes", but not oil "services". WTF??? They even didn't fix the loose carpeted panel on the side of the rear HVAC vents, which was not replaced correctly during the previous service when they installed new vents. The work order said "compared carpeted panel to other X5 and found no difference". That is total BS. I mentioned this to the SA. He said they ordered the clips for the carpeted panel (no mention of that in the work order), but they "weren't in yet". Then why did he have me come in to pick up my car? That was a week ago. Still no call to let me know the "ordered clips" were in. I wouldn't give these clowns a dollar for a rip off extended warranty. With a good OBD II reader, strong DIY skills and a dependable Euro mechanic, I'll be just fine without the dealerships. Just awful.
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      10-31-2014, 07:41 AM   #2
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Still no call about any "ordered clips" coming in. I left the service manager a message two days ago...Still to returned call. Nice.
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      10-31-2014, 08:23 AM   #3
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I guess it depends on your dealership. Never had a problem with Bel Air BMW (Maryland). Always treated my like I was their only customer.
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      10-31-2014, 11:53 AM   #4
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They just replaced a TPMS sensor for me, for free. It's called out as not covered in my warranty, but they did it anyways.

I would work with your SA cordially, and explain where your dissatisfaction is in a professional matter, and don't accept their response, until you get the answer/fix you're wanting in writing.
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      11-01-2014, 10:20 AM   #5
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Thanks for the input, all. I called a third time yesterday, and was finally able to get the service mgr. He apologized for not getting back to me, and set an appt. for me to bring it in Tuesday (the day before the warranty expires). He said he was on vaca. when I was in a couple weeks ago, but said he will examine the car closely himself, and be sure to address any outstanding items, as well as check to see if anything else can be addressed before the warranty expires. In addition to the few remaining niggles, I plan to ask about an A/C cleaning as suggested by a previous poster. While I appreciate his help (thus far), I feel SA's should provide similar diligence. Apparently not all SAs are the same in both diligence and empowerment. I understand some folks on this forum have good, strong working relationships with their SAs. I'll update after next week's final appointment...

Last edited by Poppyboy; 11-01-2014 at 10:20 AM.. Reason: Typo
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      11-01-2014, 10:25 AM   #6
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It does all come down to your SA and your relationship with him/her. Makes the difference between doing what's required, and going above and beyond.

Had the A/C cleaning done to my wife's 135i as well last week. Covered!
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      11-02-2014, 08:14 AM   #7
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BMW Service

On my second X5M (2010, 2013).
Service at local Dealership has always been excellent.
Typically above and beyond.
I suspect a lot of the adverse relationship with your SA is self-generated.
Try respect and cordiality at your next visit.
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      11-02-2014, 04:46 PM   #8
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Originally Posted by gmaurer View Post
On my second X5M (2010, 2013).
Service at local Dealership has always been excellent.
Typically above and beyond.
I suspect a lot of the adverse relationship with your SA is self-generated.
Try respect and cordiality at your next visit.
Just because you suspect something doesn't make it true. You don't know me, and your trolling comments contribute nothing.

Last edited by Poppyboy; 11-02-2014 at 04:48 PM.. Reason: typo
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      11-04-2014, 02:17 AM   #9
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Quote:
Originally Posted by Poppyboy View Post
BMW service sucks. This is the second dealership I have dealt with for three different cars, and each location has pissed me off in so many different ways. This time, I wanted to get in one more service before my warranty expires. They claimed to do a "full inspection" to see if anything needs fixing/replacement. I know they are normally only allowed to fix what is specifically pointed out to them, but the service manager assured me they would do a close inspection anyway and get in whatever service they could. Meanwhile, they wouldn't even squeeze in a last oil and filter change for me, even though it had been almost a year (low mileage service). Also, they wouldn't replace the spark plugs, even though there had been four oil "changes", but not oil "services". WTF??? They even didn't fix the loose carpeted panel on the side of the rear HVAC vents, which was not replaced correctly during the previous service when they installed new vents. The work order said "compared carpeted panel to other X5 and found no difference". That is total BS. I mentioned this to the SA. He said they ordered the clips for the carpeted panel (no mention of that in the work order), but they "weren't in yet". Then why did he have me come in to pick up my car? That was a week ago. Still no call to let me know the "ordered clips" were in. I wouldn't give these clowns a dollar for a rip off extended warranty. With a good OBD II reader, strong DIY skills and a dependable Euro mechanic, I'll be just fine without the dealerships. Just awful.
Are you Chicago proper or burbs? If you are Chi Proper and go to "P's" yea they suck unless your car is 80K+, if you're in a burb, which one?
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      11-04-2014, 12:46 PM   #10
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Yes. I'm in Chicago proper and go to "P" on Clark St. It's just too far (traffic-wise) to go to the other "P" in Schaumburg. I just dropped it off this morning for my final warranty service. I dealt with the service manager, "D" who was very nice and helpful when I arrived. I can only hope that translates to the entire experience...Stay tuned...
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      11-04-2014, 01:06 PM   #11
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Also, they gave me a 2015 550i with 600 miles on it for a loaner...They're making all the right moves thus far...
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      11-04-2014, 07:01 PM   #12
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In the burbs, I kept switching service advisors till I found one I liked and was worth a damn. Having a good SA can make your like much better
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      11-04-2014, 07:31 PM   #13
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Here's a tip for you.

Always give a few bucks the day you drop off your car to your SA and tell him to take care of your car. Trust me, this works wonders!
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      11-04-2014, 08:41 PM   #14
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In the burbs, I kept switching service advisors till I found one I liked and was worth a damn. Having a good SA can make your like much better
Sure, but since I visit so infrequently, it seems like there's lots of turnover...The only SAs I remember are the ones with whom I've had bad experiences...
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      11-04-2014, 08:42 PM   #15
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Here's a tip for you.

Always give a few bucks the day you drop off your car to your SA and tell him to take care of your car. Trust me, this works wonders!
I didn't know that would apply at a BMW dealership. How much is a "few bucks", generally?
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      11-04-2014, 09:05 PM   #16
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I'll be dropping off a smoked brisket to my SA in the very near future...
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      11-04-2014, 10:38 PM   #17
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Quote:
Originally Posted by airshaq20 View Post
Here's a tip for you.

Always give a few bucks the day you drop off your car to your SA and tell him to take care of your car. Trust me, this works wonders!
Really? Maybe to the porter who drops off your car, but I'd feel as if I was insulting my SA if I threw him a few dollars.
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      11-05-2014, 07:26 AM   #18
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I'll be dropping off a smoked brisket to my SA in the very near future...
That's funny. Does that get you a free clay bar-ing?
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      11-05-2014, 07:27 AM   #19
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Really? Maybe to the porter who drops off your car, but I'd feel as if I was insulting my SA if I threw him a few dollars.
That's kinda what I was thinking.
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      11-05-2014, 07:31 AM   #20
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I'll be dropping off a smoked brisket to my SA in the very near future...
Or perhaps a nice ham?
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      11-05-2014, 07:51 AM   #21
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Originally Posted by P1et View Post
Really? Maybe to the porter who drops off your car, but I'd feel as if I was insulting my SA if I threw him a few dollars.
I usually give $50 to my SA and ask him to replace everything he could find.
I never deal a porter - I always call my SA to make an appointment, I ask for a loaner, give him a heads up on what I expect to get done and on the day I drop it off, I shake his hand with the bill and ask him to take care of my car.

I usually get a few calls during the day for updates and I would always get something like "oh, we replaced your plugs ahead of time so you don't have to come back in the next few months".
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      11-05-2014, 09:09 AM   #22
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Quote:
Originally Posted by airshaq20 View Post
I usually give $50 to my SA and ask him to replace everything he could find.
I never deal a porter - I always call my SA to make an appointment, I ask for a loaner, give him a heads up on what I expect to get done and on the day I drop it off, I shake his hand with the bill and ask him to take care of my car.

I usually get a few calls during the day for updates and I would always get something like "oh, we replaced your plugs ahead of time so you don't have to come back in the next few months".
I would never do that **** em -

which dealership do u go to Op ? Westmont is not too bad, offcourse there are jerkes here & there but compared to Bill Jacobs ... I've never tried Patrick bmw (schaumburg's) but I've heard good stuff abt it, they're pretty 'generous' for the lack of right word
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