I recently took delivery of a brand new 2015 3 Series. The initial visit was fairly good, After I put the down payment in the mix things seemed to slip through the cracks as far as friendliness and communication. I started to feel like I was working for BMW as I had to keep requesting the status of my cars delivery status. Strange as I know BMW is pretty well know for its customer centric approach to doing business. Here is the kicker.... I was finally told the car would be ready for delivery so I booked a time to pick it up. Few bumps in the road during the process... My payment amount was off and thank goodness I am great with numbers due to my career so I stopped the paperwork juggle and asked that the numbers be evaluated again before I sign the dotted line. Sure enough I was right. The payment was much less than was presented to me. Not only that the wrong file was pulled up and I spent sometime going through someone else's account... How The Heck Does That Happen. I will give the team that one as it was a Friday night and we were all tired and ready to go home.... Then I finally get to look around and inside the car and to my surprise the inside of the vehicle was not detailed at all. In fact a bit of dust was found on the dash but I chalk that up to the boat trip to the mainland. Still you would think that you would want the interior of the car to shine so it is more visually appealing to the customer. Also the outside of the vehicle was spotty like someone took a hose to it and figured that would be good enough to see it off the lot. Let me make it very clear that its the little things that create Customer WoW and I am sad to say that it did not happen for me. Lastly to top it off during the beginning of my wheeling and dealing I was told that some nice all season/cold weather matts would be thrown into the deal as they could not move at all from the MSRP... I am sure that was not true... so I decided to give the sales rep the opportunity to make right with that by beating around the bush and asking questions about how much they were and where they were located and no such luck. As a higher up within my company I make it my personal mission to make sure we provide customer wow and earn our 5 star review each and every time. One thing I can say is if you offer a customer something do your best to make it happen. Also, if you are working at a BMW or any car dealership I would recommend making sure the cars look A1 on the inside - especially if its going to be taken home.
All in all I will give them another try after my lease is up and I currently thinking about upgrading my wives car from a Mini to a BMW but my wife was not too impressed with the outcome of my experience... I have to ask... Where is the customer centric approach BMW ? I will be attempting to reach out to the Vice President of Sales to voice my experience and see how BMW can make me a believer and a customer for life. On a good note - I have received great compliments about my car and it drives great.