BMW Online Order Tracking = A Joke

danimal · 03-06-2007, 08:37 PM

Just thought some of you might want to read what I sent to BMW today. I might have been a tad frustrated at the time, but I don't think my request is too unreasonable.

-Dan

-----

I've been signing in to the Owners Circle periodically to track the progress of my car ever since I placed an order on January 5, and not once have I been satisfied with this service.

The whole point of it should be that I can get the status of my order any time I want without having to call my BMW Center, but the information is usually either out of date or incomplete, forcing me to call the dealership anyway if I want to actually know what's going on.

First, I was told I'd have to wait a couple days for the information to appear in the system. It ended up being twice as long, so I began to think something was wrong and called the dealership. This is 2007. Why does the information appear in the dealership's system immediately but take several days to appear on the website?

Second, under "Review Order Details," no where does it say the color I chose for the interior. So, I had to call my BMW Center to make sure my order said "beige interior." Instead of being confident, I was concerned.

Third, once the car is in transit, the system becomes utterly useless. If it said, "In transit: Scheduled to arrive between dates X & Y," that would be a start. If it also had information like, "Just reached Port in New York City," "Loaded onto car carrier," and "Arrived at depot in California," that would be even better. And if you actually put up a map showing where my car is right now in the world, well, now we're talking.

Back to reality, according to my BMW center, my car has apparently been at the prep center for three days, yet the website still says "in transit." I wonder if it will still say "in transit" even after I take delivery. Wouldn't surprise me.

So, please, BMW, either fix this feature or just get rid of it. Inaccurate, delayed information is actually worse than no information at all.

noro · 03-06-2007, 08:43 PM

Good luck, what they are doing is already way more than others are doing. If I know germans correctly they will tell you to go f_ yourself.

I am not saying that you don't have a point, but I doubt you'll get anywhere with it.

This reminds a few years ago I was at the Boston Auto Show, and there was a couple looking at bimmers. The wife was one of those naggy/bitchy women and she says to the german rep. "hey you really need to consider moving the reverse of the gear shifter to the right side and not the left where the 1st gear is 'cause I keep accidentally putting it into the reverse". to which the rep. said "don't blame your inability to drive on the position of the gearbox"

Hound Passer · 03-06-2007, 08:50 PM

Instead wasting your time with a rant that will go in BMW's circular file you could have just called the 800 customer service # and they would be happy to give you more up-to-date info on your car. Owner's Circle has been a dud since it was initiated years ago. I thought that was a well know by Bimmer fans. Anyway, now you know. If you want more accurate info just call.

danimal · 03-06-2007, 08:56 PM

Quote:

Originally Posted by noro

Good luck, what they are doing is already way more than others are doing. If I know germans correctly they will tell you to go f_ yourself.

I am not saying that you don't have a point, but I doubt you'll get anywhere with it.

This reminds a few years ago I was at the Boston Auto Show, and there was a couple looking at bimmers. The wife was one of those naggy/bitchy women and she says to the german rep. "hey you really need to consider moving the reverse of the gear shifter to the right side and not the left where the 1st gear is 'cause I keep accidentally putting it into the reverse". to which the rep. said "don't blame your inability to drive on the position of the gearbox"

I'd be surprised if I get anything other than a form letter in response, but, what can I say, it at least made me feel good to vent.

Also, the fact that BMW's have cupholders gives me the tiniest shred of hope. They may not be useful cupholders, but you know there are engineers at the company still gnashing their teeth over how "marketing" made them ruin a perfectly good interior with these horrible beverage-holding monstrosities.

Say what you want about Japanese cars, but you can at least thank Lexus and Infiniti for waking the Germans up to the concept of customer service.

pander5 · 03-06-2007, 09:01 PM

I initally follwed my car's progress on OC but reverted to calling the 800 number and speaking to someone. 90% of the time the info they gave me was more accurate and specific than the OC online stuff. It would improve the online experience immensely if the info the person had was available online via OC.

danimal · 03-06-2007, 09:01 PM

Quote:

Originally Posted by Hound Passer

Instead wasting your time with a rant that will go in BMW's circular file you could have just called the 800 customer service # and they would be happy to give you more up-to-date info on your car. Owner's Circle has been a dud since it was initiated years ago. I thought that was a well know by Bimmer fans. Anyway, now you know. If you want more accurate info just call.

I've been a Bimmer fan for a long time, but this is the first time I've attempted to actually buy one. Will definitely try out the 800 number next time I'm curious. I didn't realize Owner's Circle had been around for so long, not that I'm surprised.

iatacs19 · 03-06-2007, 09:02 PM

In the age of the internet and "instant" information has made us just impatient people, myself included. But, I do think BMW tries much harder than any other car maker to give status of production. I personally don't know of any other manufacturer that can give you any info like this. Take it for what it is, I know that I am impatient as hell right now and just want to get my car. I have been calling the 800# like 4 times a day.

Call the 800#, press 2, then key in your production #, it is much faster than trying to talk to the machine.

dhmilosr · 03-06-2007, 09:41 PM

Imagine this: A web cam and GPS device is attached to the assembly frame as soon as the production starts. From your lap top you watch your baby being put together, actually seeing the workers faces live as they put it together. Then when its done, you watch the GPS coordinates on a world map as your new car transits the world. How long before this becomes reality? It would be great.

iatacs19 · 03-06-2007, 09:45 PM

you wanna go big brother on the workers??

STE92VE · 03-07-2007, 07:40 AM

If you would have spent a little more time on this forum other than what your 11 posts indicate, you would have been able to decrease your stress level with all the information that is available regarding order tracking. I've had a touch of OCD since I ordered my car and if I would have called my CA half the amount of times that I dialed the 800#, I'm sure he would have put a restraining order on me because he would have thought he was being stalked.

But thank you for your post. It reminded me that I have to send off an e-mail to Snapple because it seems they changed their formula and the Peach Snapple is not the same as it used to be.

LEDZEP · 03-07-2007, 07:55 AM

Have you ever ordered a new American car? It's been a long time since I have done that - but I remember the days when you ordered your car and were told "usually 6-8 weeks". That was the last thing you heard until they called and said "your car is in".

The system is behind and not all that accurate, but it's better than most others. My neighbor bought a Lexus last year and had no clue when it would come in.

As others have said - that's what the 800# is for.

danimal · 03-07-2007, 12:40 PM

Ahh, the inevitable form letter. Says all the right things, of course, but only time will tell if it's more than just words...

-Dan

-----

Thank you for your recent suggestion regarding the site design and content of our web site. We appreciate you taking the time to provide us with your comments.

We will forward your suggestion to the persons in charge of this department for consideration in future enhancements. Please know that we will continuously look at our design and functionality in an effort to make it the most useful it can be. And since we rely on user feedback to make our web site as informative, visually stimulating, and as enjoyable as possible, suggestions such as yours are appreciated.

Best regards,

BMW of North America, LLC

LEDZEP · 03-07-2007, 12:46 PM

That's weird, because I just tried to logon to BMWUSA.com and got a message:

"This site is temporarily down for emergency updates and changes to its functionality. Many thanks to Dan for pointing out the problems. The website should be available again shortly, and will allow customers with cars in the order process to view real time webcams that show the vehicle no matter where it is."

danimal · 03-07-2007, 12:52 PM

Quote:

Originally Posted by LEDZEP

Have you ever ordered a new American car? It's been a long time since I have done that - but I remember the days when you ordered your car and were told "usually 6-8 weeks". That was the last thing you heard until they called and said "your car is in".

The system is behind and not all that accurate, but it's better than most others. My neighbor bought a Lexus last year and had no clue when it would come in.

As others have said - that's what the 800# is for.

I've called the 800 number three times now

Thanks to everyone who's mentioned it (and sorry for not doing a search on this topic before posting). Much more satisfying than Owner's Circle

I really haven't been too OCD about this until now. It's bad enough I've become a lot more anxious coming into the home stretch, but I also have a very anxious buyer on my hands who needs my current ride ASAP. So, I really want to keep on top of the status in case I have to go into damage control mode.

-Dan

danimal · 03-07-2007, 12:58 PM

Quote:

Originally Posted by LEDZEP

That's weird, because I just tried to logon to BMWUSA.com and got a message:

"This site is temporarily down for emergency updates and changes to its functionality. Many thanks to Dan for pointing out the problems. The website should be available again shortly, and will allow customers with cars in the order process to view real time webcams that show the vehicle no matter where it is."

LEDZEP · 03-07-2007, 01:49 PM

Quote:

Originally Posted by danthman

I've called the 800 number three times now

Thanks to everyone who's mentioned it (and sorry for not doing a search on this topic before posting). Much more satisfying than Owner's Circle

I really haven't been too OCD about this until now. It's bad enough I've become a lot more anxious coming into the home stretch, but I also have a very anxious buyer on my hands who needs my current ride ASAP. So, I really want to keep on top of the status in case I have to go into damage control mode.

-Dan

I have a 2006 E90 sitting in my garage right now, along side a 2006 E91. You would think that I of all people would be Zen with the whole process, but I'm actually very jazzed and looking forward to the new baby.

I think obsessing about it is part of the fun. I think people who order the car and don't think about much until the CA calls are missing out. Granted, they will outlive us, but it's not the years in the life that count - it's the life in the years!

dkbimmer · 03-07-2007, 02:13 PM

Quote:

Originally Posted by LEDZEP

I think obsessing about it is part of the fun. I think people who order the car and don't think about much until the CA calls are missing out. Granted, they will outlive us, but it's not the years in the life that count - it's the life in the years!

So true. I ordered mine last week. My CA is trying to set a date for my PCD in May. It will be a long wait...it's already driving me crazy.

ZeusPsu · 03-07-2007, 03:28 PM

I went to the dealership in mid-December to place an order and give a deposit. After months of waiting, my car finally finished production March 1. When I called the 800#, the lady said, "in transit." I hope my car is on the "ASIAN CHORUS" to NYC.

JimmyBob · 03-07-2007, 07:49 PM

I have to agree with Dan. If BMW (or any business) is going to post on-line tracking information, it should be accurate and complete. Self Serve web services have a two fold purpose. One, provide useful, accurate information to users/customers and two, to reduce phone calls to the 800# (having people available to answer phones is very expensive). It should also reduce calls to dealers so they focus on selling cars instead of being our secretaries. To post inaccurate and incomplete information defeats both purposes. Instead of reducing calls, it increases them. Believe me, BMW isn’t providing this web service to be nice guys. BMW expects that, in the long run, their 800# expenses will decrease. I think they will fix it eventually or, abandon it altogether. But, they won’t leave it as is.

BTW, my 335i coupe should hit my home port next Tuesday!!! Finally!!!!

03-06-2007, 08:37 PM	#1
danimal Captain 51 Rep 755 Posts Drives: '14 228i Join Date: Jan 2007 Location: San Diego, CA iTrader: (0) Garage List 2014 BMW 228i [10.00] 2007 BMW 328i Sedan [0.00]	BMW Online Order Tracking = A Joke Just thought some of you might want to read what I sent to BMW today. I might have been a tad frustrated at the time, but I don't think my request is too unreasonable. -Dan ----- I've been signing in to the Owners Circle periodically to track the progress of my car ever since I placed an order on January 5, and not once have I been satisfied with this service. The whole point of it should be that I can get the status of my order any time I want without having to call my BMW Center, but the information is usually either out of date or incomplete, forcing me to call the dealership anyway if I want to actually know what's going on. First, I was told I'd have to wait a couple days for the information to appear in the system. It ended up being twice as long, so I began to think something was wrong and called the dealership. This is 2007. Why does the information appear in the dealership's system immediately but take several days to appear on the website? Second, under "Review Order Details," no where does it say the color I chose for the interior. So, I had to call my BMW Center to make sure my order said "beige interior." Instead of being confident, I was concerned. Third, once the car is in transit, the system becomes utterly useless. If it said, "In transit: Scheduled to arrive between dates X & Y," that would be a start. If it also had information like, "Just reached Port in New York City," "Loaded onto car carrier," and "Arrived at depot in California," that would be even better. And if you actually put up a map showing where my car is right now in the world, well, now we're talking. Back to reality, according to my BMW center, my car has apparently been at the prep center for three days, yet the website still says "in transit." I wonder if it will still say "in transit" even after I take delivery. Wouldn't surprise me. So, please, BMW, either fix this feature or just get rid of it. Inaccurate, delayed information is actually worse than no information at all.
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03-06-2007, 08:43 PM	#2
noro Colonel 90 Rep 2,707 Posts Drives: '91 M3, '04 E46 ZHP, '72 2002 Join Date: Aug 2006 Location: Boston iTrader: (0)	Good luck, what they are doing is already way more than others are doing. If I know germans correctly they will tell you to go f_ yourself. I am not saying that you don't have a point, but I doubt you'll get anywhere with it. This reminds a few years ago I was at the Boston Auto Show, and there was a couple looking at bimmers. The wife was one of those naggy/bitchy women and she says to the german rep. "hey you really need to consider moving the reverse of the gear shifter to the right side and not the left where the 1st gear is 'cause I keep accidentally putting it into the reverse". to which the rep. said "don't blame your inability to drive on the position of the gearbox" __________________ zhpregistry.net - ZHP stats and free classifieds.
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03-06-2007, 08:50 PM	#3
Hound Passer First Lieutenant 67 Rep 353 Posts Drives: 435i Convertible Join Date: Oct 2006 Location: VA iTrader: (0)	Instead wasting your time with a rant that will go in BMW's circular file you could have just called the 800 customer service # and they would be happy to give you more up-to-date info on your car. Owner's Circle has been a dud since it was initiated years ago. I thought that was a well know by Bimmer fans. Anyway, now you know. If you want more accurate info just call.
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03-06-2007, 09:01 PM	#5
pander5 Special Forces - Discretion is superior 32 Rep 1,011 Posts Drives: 335i Coupe Sapphire Black Join Date: Mar 2006 Location: Tampa, FL iTrader: (0) Garage List 2007 335i Coupe [0.00]	I initally follwed my car's progress on OC but reverted to calling the 800 number and speaking to someone. 90% of the time the info they gave me was more accurate and specific than the OC online stuff. It would improve the online experience immensely if the info the person had was available online via OC. __________________ M3 + trailer hitch = oxymoron
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03-06-2007, 09:02 PM	#7
iatacs19 Major General 479 Rep 5,319 Posts Drives: 2016 SO M4 Join Date: Sep 2006 Location: Washington, DC iTrader: (8)	In the age of the internet and "instant" information has made us just impatient people, myself included. But, I do think BMW tries much harder than any other car maker to give status of production. I personally don't know of any other manufacturer that can give you any info like this. Take it for what it is, I know that I am impatient as hell right now and just want to get my car. I have been calling the 800# like 4 times a day. Call the 800#, press 2, then key in your production #, it is much faster than trying to talk to the machine.
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03-06-2007, 09:41 PM	#8
dhmilosr Private First Class 1 Rep 106 Posts Drives: 335i Sedan Montego Blue Join Date: Dec 2006 Location: Maryland iTrader: (0) Garage List 2007 335i [0.00]	Imagine this: A web cam and GPS device is attached to the assembly frame as soon as the production starts. From your lap top you watch your baby being put together, actually seeing the workers faces live as they put it together. Then when its done, you watch the GPS coordinates on a world map as your new car transits the world. How long before this becomes reality? It would be great.
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03-06-2007, 09:45 PM	#9
iatacs19 Major General 479 Rep 5,319 Posts Drives: 2016 SO M4 Join Date: Sep 2006 Location: Washington, DC iTrader: (8)	you wanna go big brother on the workers??
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03-07-2007, 07:40 AM	#10
STE92VE STEVIL Empire 226 Rep 6,297 Posts Drives: Fast Join Date: May 2006 Location: Long Island, NY iTrader: (0)	If you would have spent a little more time on this forum other than what your 11 posts indicate, you would have been able to decrease your stress level with all the information that is available regarding order tracking. I've had a touch of OCD since I ordered my car and if I would have called my CA half the amount of times that I dialed the 800#, I'm sure he would have put a restraining order on me because he would have thought he was being stalked. But thank you for your post. It reminded me that I have to send off an e-mail to Snapple because it seems they changed their formula and the Peach Snapple is not the same as it used to be. __________________ 2007 E92 328i 6MT-Space Gray/Black Dakota/Gray Poplar w/heated seats-PCD 4/27/07 (SOLD) 2009 E90 328i xDrive 6AT-Space Gray/Oyster Dakota/Dark Burl Walnut w/ZPP,ZCW,Xenons-ED 4/17/09 - Redelivery 5/30/09 (SOLD) 2014 E84 xDrive28i 8AT-Alpine White/Black Nevada/Silver Matte w/ZMV,ZLP,494 - DD 3/14/14 (SOLD)
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03-07-2007, 07:55 AM	#11
LEDZEP Lieutenant General 429 Rep 12,276 Posts Drives: 2009 E70 & 2011 F25 Join Date: Jun 2005 Location: Area 51 iTrader: (0) Garage List 2011 X3 35i M Sport [7.62] 2009 X5 M Sport [0.00] 2007 328xi E90 [0.00] 2006 325xiT E91 [0.00]	Have you ever ordered a new American car? It's been a long time since I have done that - but I remember the days when you ordered your car and were told "usually 6-8 weeks". That was the last thing you heard until they called and said "your car is in". The system is behind and not all that accurate, but it's better than most others. My neighbor bought a Lexus last year and had no clue when it would come in. As others have said - that's what the 800# is for. __________________ I think it is bad luck to be superstitious
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03-07-2007, 12:40 PM	#12
danimal Captain 51 Rep 755 Posts Drives: '14 228i Join Date: Jan 2007 Location: San Diego, CA iTrader: (0) Garage List 2014 BMW 228i [10.00] 2007 BMW 328i Sedan [0.00]	Ahh, the inevitable form letter. Says all the right things, of course, but only time will tell if it's more than just words... -Dan ----- Thank you for your recent suggestion regarding the site design and content of our web site. We appreciate you taking the time to provide us with your comments. We will forward your suggestion to the persons in charge of this department for consideration in future enhancements. Please know that we will continuously look at our design and functionality in an effort to make it the most useful it can be. And since we rely on user feedback to make our web site as informative, visually stimulating, and as enjoyable as possible, suggestions such as yours are appreciated. Best regards, BMW of North America, LLC
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03-07-2007, 12:46 PM	#13
LEDZEP Lieutenant General 429 Rep 12,276 Posts Drives: 2009 E70 & 2011 F25 Join Date: Jun 2005 Location: Area 51 iTrader: (0) Garage List 2011 X3 35i M Sport [7.62] 2009 X5 M Sport [0.00] 2007 328xi E90 [0.00] 2006 325xiT E91 [0.00]	That's weird, because I just tried to logon to BMWUSA.com and got a message: "This site is temporarily down for emergency updates and changes to its functionality. Many thanks to Dan for pointing out the problems. The website should be available again shortly, and will allow customers with cars in the order process to view real time webcams that show the vehicle no matter where it is." __________________ I think it is bad luck to be superstitious
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03-07-2007, 03:28 PM	#18
ZeusPsu Private 0 Rep 51 Posts Drives: 335i Coupe Join Date: Mar 2007 Location: Allentown, PA iTrader: (0)	I went to the dealership in mid-December to place an order and give a deposit. After months of waiting, my car finally finished production March 1. When I called the 800#, the lady said, "in transit." I hope my car is on the "ASIAN CHORUS" to NYC.
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03-07-2007, 07:49 PM	#19
JimmyBob First Bimmer 0 Rep 20 Posts Drives: 2007 335i Coupe Join Date: Feb 2007 Location: Baltimore iTrader: (0)	I have to agree with Dan. If BMW (or any business) is going to post on-line tracking information, it should be accurate and complete. Self Serve web services have a two fold purpose. One, provide useful, accurate information to users/customers and two, to reduce phone calls to the 800# (having people available to answer phones is very expensive). It should also reduce calls to dealers so they focus on selling cars instead of being our secretaries. To post inaccurate and incomplete information defeats both purposes. Instead of reducing calls, it increases them. Believe me, BMW isn’t providing this web service to be nice guys. BMW expects that, in the long run, their 800# expenses will decrease. I think they will fix it eventually or, abandon it altogether. But, they won’t leave it as is. BTW, my 335i coupe should hit my home port next Tuesday!!! Finally!!!!
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