CRAP service at Pacific BMW and Santa Monica BMW

blender · 05-27-2010, 08:29 PM

Forewarned is forearmed....

I am in my 7th month of an ongoing warranty service issue with BMW. Car is a 2006 Z4M. Case history attached. The issue is very simple: loud wind noise/buffeting at freeway speeds from the drivers window, top seam. Three dealers have been involved spanning seven visits and eleven days, but none of the dealers has solved the problem.

So, in my despair, I got BMW North America involved. The BMW North America “Customer Relations Specialist” had Zero technical acumen. Returns one phone call in ten. Apparently cannot use/read email. Demonstrably cannot set her ‘out of office’ notices before going on vacation. No commitment to customer satisfaction. Cannot follow up in a timely fashion. Does not advocate for customer. Basically a complete waste of your time.

How can ALL of these individuals be so hugely incompetent and keep their flippin’ jobs??

Can ANYBODY within BMW North America manage a minor support issue to resolution? Can any of them dial a phone? Does ANYBODY actually have Customer Satisfaction as part of their job? How can I speak to HIM ?

Attachment 390937

Darbs330 · 05-27-2010, 08:53 PM

California Lemon Law candidate?

http://www.ag.ca.gov/consumers/general/lemon.php

"The law requires that if the manufacturer or its representative in this state, such as an authorized dealer, is unable to service or repair a new motor vehicle to meet the terms of an express written warranty after a reasonable number of repair attempts, the manufacturer is required promptly to replace the vehicle or return the purchase price to the lessee or buyer."

Perhaps the threat (via certified letter) of using this action would stir the pot in your favor...

Edit: Wait a minute... is this your '06 Z4M we're talking about? - never-mind about the Lemon Law.

I guess you just have to keep working your way up the ladder.

When I purchased a new Whirlpool Washer - only to have it throw an error code with the very first load... I used the web to find the e-mail address of the president & sent him a polite (but pointed) letter about his product quality. A repair man was dispatched immediately (on a Saturday even) & I got a 3 year extended warrantee for my trouble. Now that's customer service! Would it have happened if I didn't "reach up"... doubtful... but I'm a happy customer now, regardless.

Good luck!

(Perhaps posting a slightly less acerbic note in the "Ask a Dealer" forum on Bimmerfest might steer you towards a solution or resource)

Vintage · 05-27-2010, 10:17 PM

Robert - sorry about your troubles and I can assure you that we empathize deeply with your troubles.

05-27-2010, 08:29 PM	#1
blender Custom User Title 141 Rep 661 Posts Drives: black Join Date: Feb 2009 Location: n iTrader: (0)	CRAP service at Pacific BMW and Santa Monica BMW Forewarned is forearmed.... I am in my 7th month of an ongoing warranty service issue with BMW. Car is a 2006 Z4M. Case history attached. The issue is very simple: loud wind noise/buffeting at freeway speeds from the drivers window, top seam. Three dealers have been involved spanning seven visits and eleven days, but none of the dealers has solved the problem. So, in my despair, I got BMW North America involved. The BMW North America “Customer Relations Specialist” had Zero technical acumen. Returns one phone call in ten. Apparently cannot use/read email. Demonstrably cannot set her ‘out of office’ notices before going on vacation. No commitment to customer satisfaction. Cannot follow up in a timely fashion. Does not advocate for customer. Basically a complete waste of your time. How can ALL of these individuals be so hugely incompetent and keep their flippin’ jobs?? Can ANYBODY within BMW North America manage a minor support issue to resolution? Can any of them dial a phone? Does ANYBODY actually have Customer Satisfaction as part of their job? How can I speak to HIM ? Attachment 390937 Last edited by blender; 11-21-2012 at 10:32 PM..
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05-27-2010, 08:53 PM	#2
Darbs330 Private First Class 6 Rep 137 Posts Drives: 2011 Z4 35i Join Date: May 2010 Location: Charlotte iTrader: (0)	California Lemon Law candidate? http://www.ag.ca.gov/consumers/general/lemon.php "The law requires that if the manufacturer or its representative in this state, such as an authorized dealer, is unable to service or repair a new motor vehicle to meet the terms of an express written warranty after a reasonable number of repair attempts, the manufacturer is required promptly to replace the vehicle or return the purchase price to the lessee or buyer." Perhaps the threat (via certified letter) of using this action would stir the pot in your favor... Edit: Wait a minute... is this your '06 Z4M we're talking about? - never-mind about the Lemon Law. I guess you just have to keep working your way up the ladder. When I purchased a new Whirlpool Washer - only to have it throw an error code with the very first load... I used the web to find the e-mail address of the president & sent him a polite (but pointed) letter about his product quality. A repair man was dispatched immediately (on a Saturday even) & I got a 3 year extended warrantee for my trouble. Now that's customer service! Would it have happened if I didn't "reach up"... doubtful... but I'm a happy customer now, regardless. Good luck! (Perhaps posting a slightly less acerbic note in the "Ask a Dealer" forum on Bimmerfest might steer you towards a solution or resource) __________________ 2011 Z4 sDrive35i - Space Grey/Walnut/Ash Grain/DCT 2004 330ci Convertible - Oxford Green/Sand/Myrtle Wood Last edited by Darbs330; 05-27-2010 at 09:12 PM.. Reason: model year misunderstanding
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05-27-2010, 10:17 PM	#3
Vintage Colonel 378 Rep 2,588 Posts Drives: BMW G80 (MT), 718 Spyder Join Date: Aug 2009 Location: Austin, Texas iTrader: (0)	Robert - sorry about your troubles and I can assure you that we empathize deeply with your troubles.
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