This was my first time at BMW Stevens Creek (Santa Clara) since I usually service my car at BMW Mountain View. I came in for a simple oil service. The rep found a BMW recall "DME CONNECTOR B12 17 17" and he added tat to my service and that's when my poor experience started...
Before I left the center, I asked whether I'll get the car by the end of the day and I got a "We don't know yet but I'll update you in the afternoon" answer. I didn't think much of it but I hadn't received a call by around 3:30 pm and so I called the rep directly and he said: "I'll check and call you back in 5 mins". I didn't hear back and after an hour and I called him again since it was nearing closing time and the rep cut the call with a text that he'll call me back shortly. I again called back frantically after an hour and again the rep cut the call with a text that he'll call me back shortly
I then got a text message at 6:30 pm that they haven't received the parts and he'll let me know tomorrow morning. This was just plain unacceptable. This was after the service center closed and the customer service rep said that they can't arrange for my loaner. I text the rep again and told him that I'm stuck without a car, I have errands and I don't have a loaner either and I need to know first thing the next morning if I can get a loaner. He said he'll check.
I called the next morning asking for an update, no answer. Then I called the service center directly and then they said the service rep was busy. Two hours go by and I still didn't get a call. I then get a text that he'll get a loaner for me by noon and if that's acceptable. I replied back that that's just way too late as I already am late for a few meetings. I then asked him if I can just get over to the service center and wait for my loaner which he said that's ok. Next thing I know they don't have a shuttle available :( The customer service rep said that she'll comp my Uber and so I took an Uber to the service center
Once I got there, I checked with the rep and he said that he still doesn't have an update because this is a new recall. I said that that's fine, just get me the loaner as I have to get to work. Once I registered for the loaner, I had requested that my car seat moved to loaner since it wasn't clear that I'll be getting my car back in the evening. 15-20 mins go by and still no car seat while I'm waiting inside my loaner car.
Then I see the rep come back and tell me that they have to release my call as the recall part is back ordered and they can't perform the recall service on my car and I should give back the loaner. To add insult to injury, they asked me to wait for another 30 mins to prep my car! I mean xxx! Seriously? The worst part is that the rep said "I'm just the middleman". Really? It just doesn't matter. You represent BMW and you can't disclaim responsibility and provide a xxxxty customer experience. How is it possible that the rep wouldn't have known that the part was back ordered the day I came in for service?
All they had to do in this situation was to call me back on the first day before the service center closed, update me that there was a delay on my recall part and proactively arrange for a loaner vehicle the same evening without me calling the service center frantically 4 times on the first day and another 4 times the next morning! This is not a unreasonable request. I've had a better experience at BMW Mountain View where they did exactly that and arranged for a loaner when things were getting delayed.
In short, avoid this place. I recommend BMW Mountain View instead...