Quaility of Customer Service has declined - carguy
In the past I worked with a service rep I liked and trusted, unfortunately he is no longer there. I needed a service on my car and some recall issues resolved so called for an appointment. I was told to have my car at 9:30 am, I was a little early but still expected my normal greeting when I arrived. Instead I stood around for a few minutes while no one made an attempt to greet me. Finally Ryan poked his head out of his cubicle to see why I was there. I left my car, after being told it would be ready around 2:30, possibly 3:00. At 3:40 I received a call that my car was ready so I headed to the dealership to pick it up. When dropping off that morning my husband had mentioned the possibility of it needing an alignment, and Ryan agreed with me that they would inspect and if abnormal tire wear was found we' look into it. When I arrived to get my car I was expecting to talk with Ryan about what if anything was found and were there any issues found by the techs. However, Ryan was nowhere to be found. After standing in the service area for about 5 minutes, next to a desk two people were working at while they chatted with each other, the guy there finally asked if I needed help. I told him had been working with Ryan and was there to pick up my car. He couldn't find Ryan but gave me the paperwork and directed me to the cashier. Felt more like was a used car lot then a supposedly upscale business. Disappointed at the change in service level from when I was last there.
Did airbag service incorrectly and refused to take responsib - carbonflier
My X-5 had a Toccata airbag recall. Since there is not an authorized service center in my town BMW USA arranged to have the car trailered to Idaho falls for the recall. The car returned with the traction control system, antilock brake system and brake warning lights illuminated. They did not acknowledge my e-mails regarding the problem. When I contacted them by phone they refused to acknowledge that they could have done anything to affect the system and refused to allow me to have it analyzed. They refused to pay for transport (over 300 miles) but said if I brought it in they would "look at it". The BMW service manual for air bag replacement requires the battery to be disconnected. After reconnecting the battery the wheel position sensor needs to recalibrated and the system reinitialized. This was part of the airbag service and they failed to do this simple part of the published procedure. They said that their service could not have caused the brake system warning lights although the manual says otherwise. They then tried to blain the transport company. By the way the ABS and TCS are not operational if the warning lights are on and we currently have winter driving conditions in this region. Totally classless and irresponsible.