Today’s post is a bit of a rant.  Also a warning about BMW’s and Edmonton’s Bavarian BMW in particular.  You may find it interesting if just for a chuckle.   I can only laugh it is so sad.

I will note I have owned 9 vehicles in the last forty years and none have had as many problems as the BMW .

Warning long rant coming

I purchased a BMW 335i four years ago.  It was brand new delivered from the factory in Bavaria with just 15 kilometers logged when I picked it up.

It was delivered  six weeks later than the promised delivery date – four months from the purchase date.

The blue tooth microphone for hands free cell phone use was deffective right out of the box and even though the salesperson delivering the car tried to demo it to me, so knew it was broken, he sent me on my way anyhow.

I got home and booked a service appointment so 1 week into this cars life, a service call.

But it gets worse, during the mike repair they discovered the car had not been properly prepped for delivery and a shipping lock was not removed .  This led to a part breaking.

So week two and car is back in the shop to fix a part broken due to faulty dealer prep, which I paid for.

Three months later I had a flat tire and on having it fixed (at Bavarian BMW) found out I had summer tires even though I had written confirmation from the original salesman the car was delivered with all season tires. (something you really do need in Edmonton)

I resolved the tire fiasco myself with no help from Bavaria BMW

In year two came the first maintenance .  I booked an appointment with Bavarian BMW via email and had copies of the confirmation.  The service advisor told me he had no record of the appointment but took the car anyway,  He was very rude though and kept the car all day for a one hour oil change.

In January of year three the battery warning light came on.  I drove the car for 6 months without difficulty and then took it to Edmonton BMW (the other dealer in Edmonton).  The service was exceptional.  The problem was a faulty sensor, as I expected since the battery worked fine.

For my next maintenance I went back to Bavaria, booking by email again.  This time all went as expected and the maintenance was done in an hour.

I booked the latest maintenance with Bavaria BMW on May 24th via email, for aJune11th appointment.

On May 31st the car started to display warning lights intermittently. I called Bavarian BMW and was advised to not worry about it and just let the service advisor know at my June11th appointment.  I did note it was a Saturday appointment so I knew they did not normally do diagnostics.  She said “no problem , they would hold it over if needed”

On Saturday June11th, although the advisor was clearly was unhappy about my extra problem he agreed to try and have it looked at, although the car would probably  be held over to Monday.

I kind of expected this, so not a big issue.

What he didn’t tell me was because my problem was an unplanned inconvenience for him I would not get standard level of attention (more like best effort)

So on Monday I called the service advisor after not hearing from him.  I was advised he had left me a voice mail on Saturday that my car needed a part and would not be fixed until Wednesday. ( mysteriously there was no voice mail)

After not hearing anything by mid-day Wednesday I called and my advisor clearly had forgotten about me, but did investigate and get back to me that the part was in and work progressing.  This is the best effort part.

Three hours later he called and said they were having unexpected problems and they would need to hold the car until Thursday.  He would call me mid-day with an update.

After not getting any call, I phoned to check the status at 1:15. Obviously the advisor had forgotten me again, but he said he would investigate and call me back.

Getting no call back by three I called but he was not available and I left a voice mail.  With no call by 3:30 I called again, although my advisor was unavailable I asked for any advisor or the service manager.

After speaking to another advisor I finally got my original advisor again.  They need another part and they are trying to expedite it for Friday arrival or maybe Monday.

I noted my dissatisfaction at being ignored and was told I was an extra so he really did not have time for me .

This is the best effort surprise – I wish I had been told up front.  My question is “why didn’t you tell me that on Saturday so I could have chosen to go somewhere else – and get normal service, versus best effort, if I so desired”

I should note all this work is under warranty so BMW accepts responsibility and accountability, reasonsble service should go along with that.

Most interesting to me is the fact nothing was offered to ease my pain (like a service loaner) other then a chance to pick up my broken car and use it till the part arrived.  (After already leaving it in the shop 5 business days that does not make a lot of sense.)  Also all I am going to do when I get it back is trade it in for a reliable car so I just want it fixed.

Of course I am not really surprised as given all the poor service I have had form Bavarian BMW I have had little more than insincere apologies backed by excuses.

Remember, problems occur, it is how you respond to them the dictates your level of customer sevice.

To my loyal readers

I hope you enjoyed this long rant.  If your interest is peaked as to how it ends, it is my intent to let you all know.

Will the advisor call me this time or will I need to call him again? Will the car be fixed in my lifetime?

And of course the real question is how fast can I get rid of this BMW piece of mechanical junk and buy a well built car – Audi here I come.