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      09-02-2015, 03:06 PM   #1
basto
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Dealing with unresponsive dealer

Hi. Just interested in peoples thoughts on how to approach a dealer who I think is providing pretty poor service. I have just been trying to find out the status of the car I have ordered and as it is due in the next week when it would be available for collection. Yet after email and a few phone calls I've not had a single reply and anyone who can look at it via phone is always 'unavailable but will phone back soon'. I don't think a quick phone call or an email back is really asking a lot.

Additionally I had some other questions previously which were ignored, though thankfully I was lucky to get through to someone else via phone by accident who was very helpful for those questions.

Anyway, how would you guys approach this? I don't feel that I am being unrealistic but then maybe my expectations are unrealistic.
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      09-02-2015, 03:10 PM   #2
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Tell them your cancelling it!
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      09-02-2015, 03:17 PM   #3
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If close enough, just drive in and talk to them.

Do you know build date and VIN?

Also try the ... ' I am looking at ordering some Msport kit, is it too late to have this fitted to my car, as I was told its due this week / next Tuesday?'
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      09-02-2015, 03:18 PM   #4
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Go in the showroom with a sword (Tesco are currently giving them away with 3 packs of Jaffa cakes) and behead the ignorant rude lying bastards!!
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      09-02-2015, 03:22 PM   #5
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It is certainly not what I would expect from my dealer. I have an excellent relationship with my dealer and the follow up has been 110% from day one. As Mattyk says, consider cancelling your order and taking your business elsewhere. Name and shame the dealer too. If that is the service before you even have your car, what will it be like if you have an issue with your car? Everyone is human but repeatedly not responding to messages is rude and unprofessional.
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      09-02-2015, 03:26 PM   #6
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Keep in mind it's new reg week so the dealers are absolutely overrun at the moment.

Our 135 is due in next week but I'm trying to cut my dealer some slack this week.
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      09-02-2015, 03:28 PM   #7
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Ask to see the new car sales manager and/or general manager.
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      09-02-2015, 03:34 PM   #8
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If you can't get along there, google the dealer MD/Sales Director/Principal and ask for him/her by name.

The tell him/her what you told us. Then mention you've told us!

If they are worth their job title they'll respond accordingly.
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      09-02-2015, 03:39 PM   #9
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Thanks for the responses guys. Good point about it being new reg week, I guess the lack of communication in previous weeks has left me feeling pretty jaded about the current situation.

The suggestions to see someone in person make sense so I'll do that this weekend if I don't hear anything before then. That gives them a bit of time for a quick email if they're just overrun with the new reg stuff. If I do see them in person I can then decide what to do based on how they handle that.
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      09-02-2015, 04:23 PM   #10
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Should have gone to Riaz!
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      09-02-2015, 04:46 PM   #11
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Quote:
Originally Posted by teaston View Post
Should have gone to Riaz!
I only found this forum and heard of the legendary Riaz after I'd already made a deal!
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      09-02-2015, 04:47 PM   #12
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Quote:
Originally Posted by basto
Quote:
Originally Posted by teaston View Post
Should have gone to Riaz!
I only found this forum and heard of the legendary Riaz after I'd already made a deal!
Should have come on F30Post before ordering!
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      09-02-2015, 04:48 PM   #13
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Quote:
Originally Posted by teaston View Post
Should have come on F30Post before ordering!
wish I had
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      09-02-2015, 04:49 PM   #14
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Email BMW UK customer services.

It's amazing what happens after they get a call from HQ.
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      09-02-2015, 04:50 PM   #15
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Quote:
Originally Posted by k44ENT
Quote:
Originally Posted by teaston View Post
Should have come on F30Post before ordering!
wish I had
+1
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      09-02-2015, 05:12 PM   #16
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Quote:
Originally Posted by Mattyk View Post
Tell them your cancelling it!
+1
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      09-02-2015, 05:15 PM   #17
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Does the dealer begin with S and with R by any chance?
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      09-02-2015, 08:03 PM   #18
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The cynic in me says that once they've got your signature in the box you're not much use to them any more

Just pop in and see what they say
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      09-03-2015, 02:33 AM   #19
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Similar experience here. Ordering my S8 through Vehicles 4 business - lease not purchase but that is the first time I am really disappoint ed with service. No response to emails and phone calls. Silly as it sounds thanks to chat functionality on website was able to get confirmation and other questions answered. Lady on other side accidently shared dealership manager's details who confirmed on email that car biuld slot has been allocated. Obviously I have emailed fella directly cc'ed my broker as well and explained that would like to make changes to my order and due to lack of response from my broker had to go directly. Broker called and explained that it was unnecessary so I bashed him over the phone. About to ping email complaining about level of service. Defo not paying broker fee this time around. If it wasnt for car I would have walked away......
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      09-03-2015, 03:29 AM   #20
AndyMD
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I'm guessing starts with a C and ends with an S
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      09-03-2015, 03:34 AM   #21
rich100
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Quote:
Originally Posted by teaston
Quote:
Originally Posted by basto
Quote:
Originally Posted by teaston View Post
Should have gone to Riaz!
I only found this forum and heard of the legendary Riaz after I'd already made a deal!
Should have come on F30Post before ordering!
Yes everyone on here is already blessed with the gift of clairvoyance.
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      09-03-2015, 03:37 AM   #22
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Quote:
Originally Posted by ajfoggy
Email BMW UK customer services.

It's amazing what happens after they get a call from HQ.
+1 but I would also reflect this in the post delivery feedback.

The are very keen that you provide them with glowing feedback but not sure it's deserved here new reg week or not.
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