[sbce90]

Time for a story...

In early January this year I went into BMW Sydney and ordered the Alpine retro-fit audio kit. The car was initially booked in to have the upgrade installed on 20 January. I dropped off the car and was told that the installation would take some time and that I would have to leave the car overnight, and that it would most likely be ready the next day. I received a phone call in the evening (same day as drop off) to inform me that so far all was going well and the car would be ready the next day. However, the next day I received a phone call telling me that unfortunately they had the wrong audio kit with incorrect wiring and so it would not be possible to have my audio upgrade completed. The phone call was most apologetic for the mistake and I was told that when I rebook the car for the installation I would get a loan car for free and a discount on the parts. Quite disappointed, I went in to rebook the car for the 16 February. I was told that parts would take about two weeks to arrive and so booking for three weeks in advance would allow plenty of time.

On the 14 February there was an email to remind me about the booking and a phone call on the 15th to inform us that the loan car was ready. I arrived at BMW Sydney early on 16 February to drop off the car again. I jokingly asked if they had the right parts this time and was told that they’re sure it would be right this time, and that he would check with the guy in accessories just to be sure. While the forms for the loan car were being processed, my service assistant returned to tell me that unfortunately they did not have the parts for the installation. He was apologetic once again and informed me that it was back order in Germany and that it would be impossible to say when the parts would be ready. I was very annoyed and disappointed with the situation. Why was I let down twice? Once may have been acceptable, but surely the second time around somebody would have checked that the parts had arrived before I went in on the day. I then talked to the customer service manager who said that he would look in to what had happened and why I was not informed earlier. I was basically told that nobody had any idea about when the parts would be coming in. They couldn’t even give a general time frame like weeks or months, I was just told “we’ll call you...”

Three (rather long) weeks past and I finally received a phone call letting me know that the parts would come in on 20 March and I would be booked in for the 22nd. So I went in hoping that it will be third time lucky, and what do you know... my SA isn’t there, so some other random person (who has no idea about the situation) is talking to me like an idiot as if it’s the first time I have ever been in to drop off my car to the service team. She tells me that the system can be installed in one day and I’ll get a call letting me know how things are going. Monday the 22nd comes to a close and I didn’t receive a phone call. What do I care though? I already had plans to go out to Eastern Creek for a drive day on Tuesday, and I got to rack up the kilometres in their loan car which only had 400km when I got it. (I gave it back a day later with close to 600km.) Anyway, I had still not received a call by 4pm on Tuesday so I decided to call BMW to find out what was going on. - “Oh yeah sorry we didn’t call you. Your car is almost ready, it is just being washed now.”

So I picked up my car and on the drive home I decided to crank up the volume a bit... as you do... And there was a new clicking / tapping sound coming from somewhere. I went back in the next day to get it checked out. After initially not believing me and telling me it was MY bad music, a service technician agreed that there was indeed some type of noise. They took the car for some small tests and told me that the problem was due to an “internal error” in the sub. A new sub was ordered and I was told I wouldn’t be booked in for an appointment until they physically had the parts on hand. A few more weeks pass and on the 23rd of April I received a text message informing me that I had apparently “missed my service appointment with BMW Sydney.” I immediately called BMW to see what was happening and was told that all it means is that the parts have arrived. The person I was talking to said that the first available time for me to come in would be second week of May, like 11th onwards. Totally unimpressed I kindly told him to go and ask the customer service manager if there could be any time sooner for me. A bit later the same guy calls back and asks, “okay, what time is good for you. Remember it is Anzac long weekend though.” I booked in for the Tuesday the 27th...

Again, the usual deal, I drop off the car to BMW. They install the new sub. They call me to say all is fixed. This time when picking up the car I decide to test the sound before I leave, and what do you know... the clicking/tapping is still there. I am informed that “Oh, well, it wasn’t like that when we tested it.” Following some further discussion my car is again rebooked for a full diagnostic test on the system and all components. Keep in mind that this is the 28th of April... I get told my booking will be on the 7th of June.

So... 7th June finally arrives and I get a lovely E93 loan car while BMW runs some tests. I have no idea what tests they did, but am told that it turns out I have a faulty amp and a replacement one will need to come from Germany. To be on the safe side and allow plenty of time for the part to arrive, I get booked in for the 5th of July. Today (the 5th), I go in to BMW and do the regular routine that I’m so used to now. Mildly excited that the saga will finally be over today I leave in my 123d loaner which they were hesitant to give me too...

At about lunch time I receive a phone call to tell me... “We don’t have the amp.”

How does this happen AGAIN?? After the time I went in and was told “we don’t have the kit,” BMW assured me that they would find out why nobody had checked whether the parts had arrived, that this type of miscommunication doesn’t normally occur, it is a one off and won’t happen again.

Basically the situation at the moment is... seven months on, my stereo upgrade is not complete. An amp still has to come from Germany, and nobody knows when it will be here. BMW Sydney may consider air freight for it, but it apparently has to be approved by BMW Australia. Added to all this is that my original SA is moving to sales, and some new guy is getting my case.

Is there anything I should do or demand etc..? Surely seven months isn’t the normal time frame for work like this, and although my SA has been fairly decent, surely general customer service such as this isn’t acceptable?



Thanks if you took the time read all that too

[mark325]

That sucks Suj, This sounds like my engine replacement saga I had,

Perhaps write a letter to BMW with your disgust and take your car to another dealer,
BMW's service is fairly appalling.

In the mean time, DIY ?

[zenderm3]

SBC - That is a fair amount of incompetence... I agree with Mark... can you take it to another BMW dealer?

[MFKN3]

Far out. That sh*t would not fly in my house.

I guess all you can really do is make a massive stink or go to another dealer?

Sucks when you could have ordered the parts from bmminiparts for a fraction of the price, got them 2 weeks later and diy or get the stealership to do the install.

[sbce90]

theres not much point taking it to another dealer now, but for future work i'll definitely think twice about going to bmw sydney.

[MFKN3]

Massive public tantrum in their foyer it is then...

I just picture Ari Gold in situations like this haha

[johnnydad]

Sounds like a nightmare job for both you and the dealership - certainly their processes and some of their staff sound below par and presumably the whole thing is just too much trouble, time and money for them at the end of the day. Not that it should be.

It's the complete opposite of the superb communication and rapid, bend-over-backwards assistance I've had elsewhere in Sydney with service.

Bit like when I was shopping and asked about getting a BMW alarm retrofitted to a demonstrator they suggested is was expensive and heaps of trouble and I shouldn't bother.

[zenderm3]

Originally Posted by xsboost

Massive public tantrum in their foyer it is then...

I just picture Ari Gold in situations like this haha

Like they said about the Holocaust...... Never again!!!

[dcg71]

Sounds like a nightmare... I think you should cut and paste that into a letter to BMW Aus.

[Ninjaoz]

No, cut and paste your thread into the following links:

http://aca.ninemsn.com.au/feedback.aspx

http://au.todaytonight.yahoo.com/con.../suggest-story

[sbce90]

Originally Posted by Ninja333

No, cut and paste your thread into the following links:

http://aca.ninemsn.com.au/feedback.aspx

http://au.todaytonight.yahoo.com/con.../suggest-story

hahah awesome, then I will become BMW Sydney enemy #1

Originally Posted by dcg71

Sounds like a nightmare... I think you should cut and paste that into a letter to BMW Aus.

Yes, I think I will. Anybody a lawyer or good with words? Dunno if anyone would admit to being a lawyer on here anyway

[sbce90]

Originally Posted by johnnydad

It's the complete opposite of the superb communication and rapid, bend-over-backwards assistance I've had elsewhere in Sydney with service.

pretty much..

reckon it will be too far if i ask for a full refund?

[mmmmQuattro]

Originally Posted by SBC

pretty much..

reckon it will be too far if i ask for a full refund?

Well, you basically don't have what you have paid for. They haven't supplied you with a working system.
I am glad that I did the upgrade on my own with my bits, so at least it worked when I installed it.
It is basically a Class D Alpine amp, but I think that it is a custom made solution to fit under the boot. You can't simply go out and get any Alpine amp. But they should be easily located sourced.
Is the problem with BMW Sydney or BMW Australia? I would definately call BMW Australia to get their view on this.

[saferisk]

That is really really poor! I have a friend there that can look into it, he works in Mini but used to work over in BMW, I really truely believe that it is outrageous to recieve this kind of service and having inexperienced or unqualified persons installing this in your car as it is not rocket science.

Please PM me the details and I will get my friend to get in touch with you.

Hopefully they compensate you well.

[sbce90]

I had a chat with Shane the service manager today, he says to wait for the part to arrive and then he will make sure I receive some type of "compensation for the troubles." Probably just a free service or something..

[johnnydad]

Originally Posted by SBC

pretty much..

reckon it will be too far if i ask for a full refund?

No I don't actually - that would seem a reasonable request given the shambles thus far. Then again, if it really is only an amp and all will be as you want it, perhaps you should give it one last shot?

Staggering that they won't air freight given the situation - I can have bicycle part here in 4-5 working days from Ireland, tyres here in 6 working days from Tirerack in the USA. Is it already on the (slow) boat?

[zenderm3]

Have you paid for it all yet? If you haven't yet paid for labour... then that could be a point of negotiation.... I'd pretty much say that there should be no labour charge at all!

[mark325]

This is the very reason I wont let BMW touch my lawn mower let alone my car.

Tell them to book you into a Loan car indefinitely, And every time your car is ready you'll swing past test it and if your happy you will give them their loan car back, otherwise you shall come back.

But in all serious, If you dont ahead with this or they refund you or whatever, you should look into http://www.bavariansoundwerks.com/ Far better

[sbce90]

Originally Posted by zenderm3

Have you paid for it all yet? If you haven't yet paid for labour... then that could be a point of negotiation.... I'd pretty much say that there should be no labour charge at all!

I have already paid for it. I have also ALREADY received reduced labor costs as "A goodwill gesture from BMW Sydney," for their previous stuff ups.

Originally Posted by johnnydad

No I don't actually - that would seem a reasonable request given the shambles thus far. Then again, if it really is only an amp and all will be as you want it, perhaps you should give it one last shot?

Staggering that they won't air freight given the situation - I can have bicycle part here in 4-5 working days from Ireland, tyres here in 6 working days from Tirerack in the USA. Is it already on the (slow) boat?

I asked today... ok.. i demanded a full refund.. but I was told it was "out of the question." I was told I WILL be compensated, but whether it is something to do with the speaker upgrade or some other form of compensation is yet to be decided.

I got a call late this afternoon to inform me that BMW Australia and contacted Sydney. They will air-freight it and ETA is late next week.

..hopefully.. it will all be over then...


in the mean time my restyled black euro number plates have arrived so thats made my week a bit better.

[sbce90]

Just a quick update on the situation.

Yesterday I received a text message informing me that my parts had arrived, and that I should call up and make a booking. So I called up and asked to speak to my regular SA. The man on the phone seemed to ignore me and I was a bit rushed so I decided to call back later. When I called back later, I was told that my SA was away and would be in tomorrow morning (this morning) and I left a message for him to call. Knowing full well that "leaving a message" never leads to a return phone call, I called this morning and to my surprise was told that my SA wasn't in, and he is actually in Melbourne for training or something. Given the nature of my case I'm hesitant to talk to any other person who will no doubt patronise me and talk to me as if I'm an idiot. I've left a message for my 'new' SA to give me a call back, but I haven't received it yet.

Should I wait for my regular SA to return? Or just go in to BMW Sydney and kick up a fuss? Given that it is Friday, it is unlikely anything will happen before Monday anyway... The only people who know my frustration and prolonged "service experience" are my regular SA and the receptionist for the Service Dep't who has now memorised my name and rego number because I've been in so many times.

ARGH now I'm angry all over again.

[MFKN3]

If you want some closure I would go in there mate. Otherwise it'll go in their "too hard basket".

[mmmmQuattro]

It surprises me just how poor the BMW service can be. Sometimes they will be very helpful, other times they just seem to forget.
You would think that if you left a couple of messages for someone to call back, they would. Haven't they got a CRM or even E-Mail?