Without going into my personal experiences at this dealer, I will give a brief synopsis of what i feel the is problem with Sandia and Santa Fe BMW.
1. They are the only game in town, so essentially its either lump it or leave it attitude! (If you read some of the early postings, there is proof of that.) So how you are treated regardless of age, wealth, or being a long time customer is very inconsistent. Once I thought to myself how many times do I have to spend money in this place before someone acknowledges me a good regular customer. Approaching a customer with a greeting and have you already been taken care of or stand by and I will be with you in a moment certainly goes a long ways.
2. These problems are not just systemic to Sandia and Santa Fe BMW, but peppered here and through out other BMW dealers in the lower 48 states.
3. As of July 2013 the new JD Power automobile reliability and customer satisfaction was released, and BMW was #18
Ranking below Chevy, which is a clear indication that BMW North American has a big problem. This obviously is a clear indication that BMW has lost quality control in the US,
4. BMW North America needs to tighten up the stipulations on how their franchises are run. If you call BMW North America with a customer complain, they act as a liaison between you and the dealer. They have very little control on what they can do or tell a franchise/dealer.
I feel they always will side with the dealer because they can massage terms in a way that makes the customer look uniformed, negligent, confused, or a financial issue as for the entire basis for the complaint.
5. This "Liaison Faire" attitude of poor customer service and king of the mountain only game in town issues need to be addressed. I sure BMW World Headquarters would be appalled if they knew about all the monkey business that goes on at a select number of dealers here in the U.S.
6. There are two solutions to fix this Sandia/Santa Fe problem, handing down stricter guidelines to franchise/dealers. If they are not followed or adhered to, it would limit the dealers ability to get certain vehicles.
LASTLY AND MOST IMPORTANTLY
BMW should open a third independent dealer in ABQ, RIo Rancho, Los Lunas, etc.
This has already been proposed to BMW North America.
AFTER COMPETITION IS GOOD
After all no should and to drive their BMW to AZ or COLO to serviced, and the sad fact is that a few people do.
Service Dept to include service rep and manager
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