Reason for Visit: Service
I recommend this dealer: Yes
Employee(s) Dealt With: Evan Gray,
Justin Rogers
My Review of BMW of Murray:
My name is Bill, and my wife and I purchased a new 2011 BMW
535i-X-Drive from Debbie just a few weeks ago, and I am writing to you
now to let you know about a series of wonderful experiences we had in
relation to that purchase.
First of all, I worked with Debbie over a period of several weeks as we went
through the process of "Build Your Own" BMW so that the car we dreamed of
getting would be exactly the one that would be ready for us upon delivery.
Debbie was extremely knowledgable regarding all the various options that we
could order, and she was able to answer a number of questions we had over
the phone before we even came to your dealership. And when we did come in
to test drive a new 5-Series, she was right there to help us with the test
drive itself, and to help us finalize our interior and exterior color and
trim selections.
During the time we were there for the test drive, we also met Evan, who
ended up being just as knowledgable as Debbie was, and who made several
suggestions about how we could enjoy driving our car when it was delivered.
In addition, after our car arrived Evan helped with the remaining paperwork,
and took lots of time to explain how all the features of our new car worked.
He also answered all the questions we had about it (there were many), and
actually showed us how we could accomplish all the things we needed to do to
get our car working the way we wanted (including pairing my iPhone,
adjusting the vehicle settings, etc.)
Needless to say, waiting for several weeks for our car to be custom built
and delivered was frustrating but tolerable since we knew we would be
getting exactly the car we wanted. To make things a little more bearable,
Debbie kept us up to date on each of our new car's delivery milestones, so
when the day finally came when our car was delivered, we came over to pick
it up right away. Debbie arranged for almost all of our auto lease
paperwork to be taken care of beforehand, so that our experience of picking
up our new car would be as pleasant as possible. However there was just one
flaw in the whole delivery process. While we had taken great pains to pick
out exactly the wood trim we wanted for the interior of our car, what we was
delivered was the metal M-Series trim that comes along with the M packages
we ordered. When Debbie and Evan saw the metal trim instead of the wood
trim in our new car, I suspect that they went into shock, but they did let
us know about the problem as soon as we arrived, and we were able to sort
out the problem right away.
So that we could drive our new 535i off the showroom floor right away,
Debbie and Evan promised us that they would get the wood trim we had
ordered, and then all I would need to do would be to bring our new car back
in and have the trim taken care of at a later time. They also promised that
I would get a BMW loaner-car to drive while our new 535i was being repaired
to minimize the inconvenience of it being in the shop for a while. The
replacement wood trim parts came in quickly, and I scheduled a time when I
could bring in the car to have it installed. I dropped the 535i off early
in the morning on January 31st, and picked up the loaner car as promised and
then drove it to work. I planned on driving the loaner car for two to
three days while my wood trim was being installed, but I also hoped to get
our new car back again as soon as possible, and that is where Justin
comes into the picture.
Justin had already been debriefed on the wood trim installation issue, so he
was able to get me into my loaner car that morning and on my way to the
office quickly. I left my cell phone number with him so he could let me
know when my car would be ready, so when I received a call from him early
that afternoon, I was hoping that he was calling to let me know that they
were running ahead of schedule and would have have my car ready by the end
of the following day (Tuesday) so I could pick it up on my way home from
work that evening. However, I really suspected that he was calling to
confirm that I would be able to pick up my car sometime on Wednesday, as we
anticipated it might be, so I could arrange my schedule to pick it up then.
What actually happened is that Justin called me that afternoon to let me
know that the wood trim replacement work was already done and that my new
car was ready to pick up whenever I wanted. What an incredible surprise!! I
do not know the name of the service technician who actually did the work to
swap out the metal trim and install the wood trim, but he (please let me
know who he was) along with Justin need to be heartily commended (as do
Debbie and Evan) for a job extremely well done and way above and beyond
anything I expected. I immediately rearranged my work schedule and came
over to pick up my car right away, and when I got there I was able to
confirm for myself that the wood trim had actually been installed in just a
few hours and that it looked fantastic! If you want an example that you can
use for the rest of your sales and service teams of what a perfect customer
experience looks like, then you can point to this one with great pride.
Your team did an incredible job, and they should be recognized for the great
work they did.
I have told this story to some of my friends since it is such a great one,
and I will continue to do so whenever I get a chance. It's wonderful to
know that there are excellent businesses out there that are truly customer
focused, and I'm delighted to have become involved with one of them. Thank
you for putting together such a great organization at your dealership and
for giving them the opportunity to do such great service for their
customers.
Was this review helpful to you? Yes | No