Vehicle damaged during service

ericming · 01-12-2009, 05:36 PM

I had recently taken my vehicle 323 E92 for a warranty service at BMW Sydney on Thursday (8th Jan), "Ben" was the service advisor.

I went to pick up my vehicle on Saturday morning to find that my car was entirely dripping wet. I assumed the service department was just too busy to dry my car after washing it, hence I just drove it home. Approximately 20 minutes later, upon arriving at home, I went to dry my car to realise that there is a big scratch on the right handside of the front bumper which was not there when I took it into service.

At 10:45am, I had phoned up BMW Sydney to try and inform someone of this issue. I had spoken to the receptionist, she reported that she would pass the message on. At 11:55am, I still had not heard back from anyone, and phoned again, she reports that she has passed the message on to the service advisors but they are all probably too busy to get back to me, and that there was nothing she could do, and stated that someone will ring me back on Monday.

It is now Tuesday(13/01/09) , my car has been damaged while it was in service with BMW Sydney, I have reported this to BMW Sydney, and still no one has gotten back to me in regards to this issue.

Have anyone heard this experience before?

ansch · 01-12-2009, 07:24 PM

so you haven't spoke to any in the service department directly since you got home and only spoke to the receptionist? Just call again and ask to speak to the service advisor/ manager directly. Speaking to the wrong person is just a waste of time. So many incompetent people in customer services these days..

Kris · 01-12-2009, 08:20 PM

Why not just go down there and speak to the service manager?

ericming · 01-12-2009, 08:47 PM

Of course I did try to contact with this guy, but what you can do if he didn't answer the phone?
I believe all of you will call the mainswith number in this despress situation.

It was too late to go back to the dealer on Sat due to they open till 12 and I have no time to drive it in during the week.

white 125M · 01-12-2009, 10:10 PM

Frankly, two attempts to get the Service Managers attention is more than enough so I would be getting onto the BMW Australia and making a formal complaint. The best way is to write your complaint through their online e-mail system (ie Contact Us page) but make sure you keep a copy for your records. I would also suggest you keep a log of all calls and e-mails detailing your attempts to express your complaint. Could I also also suggest that you keep the emotion out and only stick to the facts. You'd be surprised just what a different this approach can make to getting your problem attended to.

Phil

01-12-2009, 05:36 PM	#1
ericming New Member 0 Rep 13 Posts Drives: E92 323i Join Date: Jan 2009 Location: Sydney iTrader: (0)	Vehicle damaged during service I had recently taken my vehicle 323 E92 for a warranty service at BMW Sydney on Thursday (8th Jan), "Ben" was the service advisor. I went to pick up my vehicle on Saturday morning to find that my car was entirely dripping wet. I assumed the service department was just too busy to dry my car after washing it, hence I just drove it home. Approximately 20 minutes later, upon arriving at home, I went to dry my car to realise that there is a big scratch on the right handside of the front bumper which was not there when I took it into service. At 10:45am, I had phoned up BMW Sydney to try and inform someone of this issue. I had spoken to the receptionist, she reported that she would pass the message on. At 11:55am, I still had not heard back from anyone, and phoned again, she reports that she has passed the message on to the service advisors but they are all probably too busy to get back to me, and that there was nothing she could do, and stated that someone will ring me back on Monday. It is now Tuesday(13/01/09) , my car has been damaged while it was in service with BMW Sydney, I have reported this to BMW Sydney, and still no one has gotten back to me in regards to this issue. Have anyone heard this experience before?
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01-12-2009, 07:24 PM	#2
ansch Captain 34 Rep 646 Posts Drives: SGM 135i Join Date: Dec 2008 Location: Brisbane, Australia iTrader: (1)	so you haven't spoke to any in the service department directly since you got home and only spoke to the receptionist? Just call again and ask to speak to the service advisor/ manager directly. Speaking to the wrong person is just a waste of time. So many incompetent people in customer services these days..
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01-12-2009, 08:20 PM	#3
Kris Colonel 132 Rep 2,295 Posts Drives: m3 Join Date: Jun 2008 Location: USOFA iTrader: (0)	Why not just go down there and speak to the service manager?
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01-12-2009, 08:47 PM	#4
ericming New Member 0 Rep 13 Posts Drives: E92 323i Join Date: Jan 2009 Location: Sydney iTrader: (0)	Of course I did try to contact with this guy, but what you can do if he didn't answer the phone? I believe all of you will call the mainswith number in this despress situation. It was too late to go back to the dealer on Sat due to they open till 12 and I have no time to drive it in during the week.
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01-12-2009, 10:10 PM	#5
white 125M Private First Class 12 Rep 140 Posts Drives: White 125 M Sport Join Date: Nov 2008 Location: Canberra iTrader: (0)	Frankly, two attempts to get the Service Managers attention is more than enough so I would be getting onto the BMW Australia and making a formal complaint. The best way is to write your complaint through their online e-mail system (ie Contact Us page) but make sure you keep a copy for your records. I would also suggest you keep a log of all calls and e-mails detailing your attempts to express your complaint. Could I also also suggest that you keep the emotion out and only stick to the facts. You'd be surprised just what a different this approach can make to getting your problem attended to. Phil
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