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03-31-2003, 08:51 PM
I have an 01/02 build. EX22956. I have not read anything about vin ranges with cabs. I was going to call BMW no customer service today but didnt get a chance. <br>Cumming,Ga

03-31-2003, 09:03 PM
I have ever talked to. Her name was Tonya, I will be doing some higher up the ladder calls tommorrow about this [Oops!]. She said that she did not have way of telling me if my car was involved. She said "I am not a technician therfore I have no way of knowing" I almost fell out of my chair. If I call me dealer tomm and they cant give me an answer I think I will go postal. I still cant believe how rude that lady was. <br>Cumming,Ga

03-31-2003, 09:30 PM
phone clerks who do not have the ability to think for themselves or go beyond their limited script of 'how to answer a call and what to say' and have gone mad with their moderate amount of power.<br><img src="">

03-31-2003, 09:45 PM
I got the run around from BMWNA and the local dealer. Mine is also a 1/02 build (First week in Jan.) My VIN is about 125 before yours. I'm hoping to not have deal with this service adv. as the car runs fine as is. I'll post if I hear anything.<br><img src="">

03-31-2003, 10:17 PM
Lead in mine is 3x the norm, the clock is ticking. Which goes first, my engine or Baghdad... (I'm going to get banned, I said an off-topic word)

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03-31-2003, 10:20 PM
responsibility, not the phone reps. Reps didn't hire themselves, train themselves, write their own procedures, bring in their own phone and PC equipment, etc. etc. BMW builds world-class cars & provides Chevrolet-level service (provide your own mediocre card brand!)
I called today too. Person I talked to was OK but didn't know anything. The interesting thing is that BWM doesn't even ask, nor care who you are. Have you bought one car from them? 10? "Customer Relationship Management" is a big deal with most companies. Not BMW NA. Sad, really. The product is great, but their literally "leaving money on the table" by not adopting a state of the art mentality as to managing the "relationship."

03-31-2003, 10:25 PM
I'm referring to the general lack of service I get 90% (not an exaggeration) of the time I call any company's customer service organization. When I get good competent service or someone who pushes the envelope and really blows me away, I go out of my way to thank them and tell them how refreshing it is to deal with someone who REALLY cares. You can always tell if they car or not, regardless of what they know or how they're instructed to handle calls. At the risk of sounding like a real a$$hole, there are too many "Tonyas" working these lines. That's all I'll say.<br><img src="">

03-31-2003, 10:29 PM
Haven't driven the car much over the winter. I changed the oil in Nov. and have only put about 1k on it since. I figure in about a month I'll have about 3k on the oil and I'll send in a sample.
I take it your not letting them practice on yours.<br><img src="">

03-31-2003, 10:34 PM
out because there is so much lousy service. I've worked on the call-center/service side professionally (financial services). It is always refreshing to see a rep "take a chance" and really do their job. However, most organizations have a way of dealing with folks that do...they discipline them or fire them for breaking "policy." It pains me to see any company, especially one producing great products a la BMW, treating the customer like he/she is an annoyance or worse. Who the hell do they think pays the bills? Studies show people are MORE loyal to companies and products with which they have a problem IF THE COMPANY REALLY FIXES THE ISSUE AND MAKES GOOD, v. a "no problem, ever" situation. The most profitable customer is the one you already have- business 101. Apparently BMW NA doesn't get it.

03-31-2003, 11:10 PM
Owners Circle Priority email inquiry was forwarded to BMWNA>>same story re no technical support capabilities and referred me back to my service manager who knows nothing about all this...that was the original issue of my email in the first place... a lot of help all that was.

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