F30POST
F30POST
2012-2015 BMW 3-Series and 4-Series Forum
BMW Garage BMW Meets Register Search Today's Posts Mark Forums Read
BMW 3-Series and 4-Series Forum (F30 / F32) | F30POST > 2012-2019 BMW 3 and 4-Series Forums > General F30 Sedan / F32 Coupe / F36 Gran Coupe Forum > Misinformation From Service Advisors
Vorsteiner
Post Reply
 
Thread Tools Search this Thread
      05-11-2018, 10:28 AM   #1
rjdnyy224
Lieutenant
rjdnyy224's Avatar
United_States
163
Rep
589
Posts

Drives: 2013 328i xDrive
Join Date: Jun 2017
Location: New Jersey

iTrader: (0)

Misinformation From Service Advisors

Well I have an interesting story to tell. As I write this, I'm sitting in the waiting area at my local BMW dealership waiting to talk to my SA. About 10 minutes ago, I overheard (eavesdropped on) an older couple talking to another SA. They were in for a door latch being busted or something, and when the SA came over to tell them they're done, the owner of the car asked the SA what kind of engine his car has as apparently he is asked often. The SA looked surprised and proceeded to look through the papers he was holding, as if the answer would be in there. He looked up and clumsily responded with "It's a 4 cylinder, 2.8 liter, two turbos" and smiled at the customer, who obviously didn't know better to realize that 2/3s of that info was wrong. The couple was driving a late model 528i that was obviously equipped with the N20, which of course is a 2.0 liter, single, twin scroll turbo. I was honestly shocked that someone who deals with these cars day in and day out, an SA, could be so misinformed. At the very least he should know how the badging and engine lineup works in the cars.

I don't know, I was just shocked at this, and wanted to post up here as I'm bored waiting. Is this normal? I always thought the SAs were at least a little bit mechanically inclined.
__________________
2013 328i xDrive | Bootmod3 Stage 1 OTS 93oct | M Performance Exhaust | K&N Drop-in | Dinan 20" Wheels Wearing Michelin PSS | F80 Style Decklid Spoiler | F80 Style Grille |
Appreciate 1
      05-11-2018, 10:33 AM   #2
torkles
Second Lieutenant
United_States
148
Rep
289
Posts

Drives: 2013 335i MSport 6mt
Join Date: Mar 2014
Location: Northern Virginia

iTrader: (0)

it's not surprising. SAs are salespeople, not necessarily car guys or mechanically inclined.
__________________
2013 335i M-Sport 6MT, MPE
2006 330i 6MT, Sport Package - sold
Appreciate 1
BMW11110.00

      05-11-2018, 10:33 AM   #3
rackjuediger
Enlisted Member
United_States
8
Rep
39
Posts

Drives: 2013 328i 6mt
Join Date: Apr 2018
Location: Houston, Texas

iTrader: (0)

Garage List
2013 BMW 328i  [0.00]
I can't even think of an excuse for this. Wow. Most SA's I've talked to come to local meets and bring out something interesting and know the car like the back of their hand. Anything from M3's to Dinan modified vehicle's.
__________________
"When in doubt, throttle it out."
Appreciate 0
      05-11-2018, 10:39 AM   #4
chiefneil
Major
United_States
527
Rep
1,138
Posts

Drives: 2014 335i M-Sport
Join Date: Sep 2013
Location: Arizona

iTrader: (0)

You’re absolutely right, but I give the SA minor props for at least thinking 528i = 2.8L engine per the classic BMW nomenclature before their naming went off the rails. I would’ve given extra props if he’d thought it was an NA I6 2.8L due to assumed confusion with his old E36 328i, but he kinda looses the cool factor when he mixes up the 2.8L and I4 stories.
Appreciate 0
      05-11-2018, 11:01 AM   #5
rjdnyy224
Lieutenant
rjdnyy224's Avatar
United_States
163
Rep
589
Posts

Drives: 2013 328i xDrive
Join Date: Jun 2017
Location: New Jersey

iTrader: (0)

Quote:
Originally Posted by chiefneil View Post
You’re absolutely right, but I give the SA minor props for at least thinking 528i = 2.8L engine per the classic BMW nomenclature before their naming went off the rails. I would’ve given extra props if he’d thought it was an NA I6 2.8L due to assumed confusion with his old E36 328i, but he kinda looses the cool factor when he mixes up the 2.8L and I4 stories.
I think you're giving him too much credit lol.
__________________
2013 328i xDrive | Bootmod3 Stage 1 OTS 93oct | M Performance Exhaust | K&N Drop-in | Dinan 20" Wheels Wearing Michelin PSS | F80 Style Decklid Spoiler | F80 Style Grille |
Appreciate 2
tex26701135.00
BMW11110.00

      05-11-2018, 11:03 AM   #6
rjdnyy224
Lieutenant
rjdnyy224's Avatar
United_States
163
Rep
589
Posts

Drives: 2013 328i xDrive
Join Date: Jun 2017
Location: New Jersey

iTrader: (0)

Quote:
Originally Posted by rackjuediger View Post
I can't even think of an excuse for this. Wow. Most SA's I've talked to come to local meets and bring out something interesting and know the car like the back of their hand. Anything from M3's to Dinan modified vehicle's.
Right? I was very surprised. I figured that the people that enter the car industry do it because they're at least a little bit into it, but I guess not!
__________________
2013 328i xDrive | Bootmod3 Stage 1 OTS 93oct | M Performance Exhaust | K&N Drop-in | Dinan 20" Wheels Wearing Michelin PSS | F80 Style Decklid Spoiler | F80 Style Grille |
Appreciate 0
      05-11-2018, 11:04 AM   #7
torkles
Second Lieutenant
United_States
148
Rep
289
Posts

Drives: 2013 335i MSport 6mt
Join Date: Mar 2014
Location: Northern Virginia

iTrader: (0)

Quote:
Originally Posted by rackjuediger View Post
I can't even think of an excuse for this. Wow. Most SA's I've talked to come to local meets and bring out something interesting and know the car like the back of their hand. Anything from M3's to Dinan modified vehicle's.
are you meeting them at the local meets, or have you surveyed the population of SAs and determined that most of them are car guys? you're probably meeting the exceptions, not the rules.
__________________
2013 335i M-Sport 6MT, MPE
2006 330i 6MT, Sport Package - sold
Appreciate 0
      05-11-2018, 11:08 AM   #8
tex2670
Colonel
tex2670's Avatar
United_States
1135
Rep
2,358
Posts

Drives: '14 328xi Sport Line
Join Date: Jan 2015
Location: Philly

iTrader: (0)

Quote:
Originally Posted by rjdnyy224 View Post
Well I have an interesting story to tell. As I write this, I'm sitting in the waiting area at my local BMW dealership waiting to talk to my SA. About 10 minutes ago, I overheard (eavesdropped on) an older couple talking to another SA. They were in for a door latch being busted or something, and when the SA came over to tell them they're done, the owner of the car asked the SA what kind of engine his car has as apparently he is asked often. The SA looked surprised and proceeded to look through the papers he was holding, as if the answer would be in there. He looked up and clumsily responded with "It's a 4 cylinder, 2.8 liter, two turbos" and smiled at the customer, who obviously didn't know better to realize that 2/3s of that info was wrong. The couple was driving a late model 528i that was obviously equipped with the N20, which of course is a 2.0 liter, single, twin scroll turbo. I was honestly shocked that someone who deals with these cars day in and day out, an SA, could be so misinformed. At the very least he should know how the badging and engine lineup works in the cars.

I don't know, I was just shocked at this, and wanted to post up here as I'm bored waiting. Is this normal? I always thought the SAs were at least a little bit mechanically inclined.
Quote:
Originally Posted by torkles View Post
it's not surprising. SAs are salespeople, not necessarily car guys or mechanically inclined.
Agreed. And, honestly, so few customers are "car people", that this kind of misinformation can be perpetuated. Think about it--those customers OP overheard aren't going to go and verify that info. And a "car guy" customer already knows what's under the hood, and doesn't need to ask the SA--so can't correct him when he gives bad info.
__________________

2014 328i xDrive | Black Sapphire / Black Red Dakota | Sport Line | Premium Pkg | Lighting Pkg | Cold Weather Pkg | Driver Assistance | Nav | Sport Automatic Transmission
Appreciate 1
BMW11110.00

      05-11-2018, 11:10 AM   #9
rackjuediger
Enlisted Member
United_States
8
Rep
39
Posts

Drives: 2013 328i 6mt
Join Date: Apr 2018
Location: Houston, Texas

iTrader: (0)

Garage List
2013 BMW 328i  [0.00]
Quote:
Originally Posted by torkles View Post
Quote:
Originally Posted by rackjuediger View Post
I can't even think of an excuse for this. Wow. Most SA's I've talked to come to local meets and bring out something interesting and know the car like the back of their hand. Anything from M3's to Dinan modified vehicle's.
are you meeting them at the local meets, or have you surveyed the population of SAs and determined that most of them are car guys? you're probably meeting the exceptions, not the rules.
Meeting them at car meets. So mostly the exceptions. Last Cars and Coffee I went to some SA's from the local Mini dealer brought a fbo F56 Cooper S to show that they can install aftermarket parts anx your warranty will be saved.
__________________
"When in doubt, throttle it out."
Appreciate 0
      05-11-2018, 11:24 AM   #10
chiefneil
Major
United_States
527
Rep
1,138
Posts

Drives: 2014 335i M-Sport
Join Date: Sep 2013
Location: Arizona

iTrader: (0)

Quote:
Originally Posted by rjdnyy224 View Post
I think you're giving him too much credit lol.
LOL, just having some fun on a Friday.

I would bet the reverse of what I was joking about is true though - who wants to bet that a lot of younger BMW buyers have no idea that the model number used to refer to actual displacement of the engine?

I think it was around 1998 or thereabouts that BMW abandoned that nomenclature, so now we have a full generation that’s grown up with BMW’s made-up model numbers.
Appreciate 0
      05-11-2018, 11:29 AM   #11
Michael Schott
Colonel
268
Rep
2,029
Posts

Drives: 2017 VW GTI Sport
Join Date: Dec 2007
Location: Farmington Hills, MI

iTrader: (0)

Quote:
Originally Posted by torkles View Post
it's not surprising. SAs are salespeople, not necessarily car guys or mechanically inclined.
SA's are Service Adviser's not sales people. Perhaps you are thinking of CA's who are Customer Adviser's. These are the salespeople. But yes an SA should have more knowledge but it's a bit sad that the car owners did not know what engine was in their vehicle.
Appreciate 0
      05-11-2018, 11:35 AM   #12
rjdnyy224
Lieutenant
rjdnyy224's Avatar
United_States
163
Rep
589
Posts

Drives: 2013 328i xDrive
Join Date: Jun 2017
Location: New Jersey

iTrader: (0)

Quote:
Originally Posted by chiefneil View Post
Quote:
Originally Posted by rjdnyy224 View Post
I think you're giving him too much credit lol.
LOL, just having some fun on a Friday.

I would bet the reverse of what I was joking about is true though - who wants to bet that a lot of younger BMW buyers have no idea that the model number used to refer to actual displacement of the engine?

I think it was around 1998 or thereabouts that BMW abandoned that nomenclature, so now we have a full generation that's grown up with BMW's made-up model numbers.
Well, I'm 19 and I know how it works ,and how it used to work, but that's just because I did my research lol. I would agree though, most younger car people like me have never even seen a time when badges actually correlated to the engine size or it's output. And I guess the older generation just never knew it changed.
__________________
2013 328i xDrive | Bootmod3 Stage 1 OTS 93oct | M Performance Exhaust | K&N Drop-in | Dinan 20" Wheels Wearing Michelin PSS | F80 Style Decklid Spoiler | F80 Style Grille |
Appreciate 0
      05-11-2018, 11:37 AM   #13
rjdnyy224
Lieutenant
rjdnyy224's Avatar
United_States
163
Rep
589
Posts

Drives: 2013 328i xDrive
Join Date: Jun 2017
Location: New Jersey

iTrader: (0)

Quote:
Originally Posted by Michael Schott View Post
Quote:
Originally Posted by torkles View Post
it's not surprising. SAs are salespeople, not necessarily car guys or mechanically inclined.
SA's are Service Adviser's not sales people. Perhaps you are thinking of CA's who are Customer Adviser's. These are the salespeople. But yes an SA should have more knowledge but it's a bit sad that the car owners did not know what engine was in their vehicle.
I would agree with you most times, but this couple had to be in at least their 80's, just trying to buy a comfortable car. I don't at all blame them for not knowing what kind of engine the car has, but I totally blame the SA, he should definitely know.
__________________
2013 328i xDrive | Bootmod3 Stage 1 OTS 93oct | M Performance Exhaust | K&N Drop-in | Dinan 20" Wheels Wearing Michelin PSS | F80 Style Decklid Spoiler | F80 Style Grille |
Appreciate 0
      05-11-2018, 11:38 AM   #14
chiefneil
Major
United_States
527
Rep
1,138
Posts

Drives: 2014 335i M-Sport
Join Date: Sep 2013
Location: Arizona

iTrader: (0)

Funny side story - I’ve been thinking about getting a used Cayman, so a friend of my wife’s who just bought a used boxster swung by so I could check it out.

Me: “Is this the PDK or step?”
Him: “I don’t know, what the difference?”
Me: “Did you get the S?”
Him: “I don’t know”
Me: “What options do you have?”
Him: “I don’t know”
Me: “I want this generation because the newer ones switched to turbo 4’s”
Him: “”Really? I didn’t know.”
Me: “How much is an oil change at the dealer?”
Him: “I forget”
Him to my wife afterwards: “Your husband knows more about my car than I do!”
Appreciate 2
BMW11110.00
rjdnyy224163.00

      05-11-2018, 11:46 AM   #15
Insane435
Captain
Insane435's Avatar
United_States
134
Rep
603
Posts

Drives: 435ix M Sport EWG
Join Date: Jul 2016
Location: Michigan

iTrader: (1)

I know more about my car, the brand, and sometimes other cars that share my engine, etc than any SA I have dealt with.

All thanks to the forum!
__________________
2014 EBII 435ix - Armytrix Catback, Evolution Racewerks Downpipe - Chargepipe - Intercooler, Bootmod3, NGK 97506's, AFE Dry Filter, KW V1, Stance SF03 19s, Potenza S-04's, M Performance Brakes
2011 BSM 328ix
IG: @f32_rmacher
Appreciate 0
      05-11-2018, 11:50 AM   #16
bimmer456
Colonel
829
Rep
2,678
Posts

Drives: 340i
Join Date: Nov 2016
Location: Pasadena, CA

iTrader: (0)

Service advisors don't know everything. It pays to do your own research. I wanted to get a quote on mppsk and the dealer kept quoting me the MPPK until I gave them the actual part number to look up.
Appreciate 0
      05-11-2018, 11:55 AM   #17
BMW11
First Lieutenant
110
Rep
372
Posts

Drives: 3-Series
Join Date: Aug 2010
Location: NYC

iTrader: (0)

I cant believe that the couple asked the SA the question in the first place. Its an embarrassment to ask. How can you own a car and not know what engine is in it. Its ridiculous. Its like going to the doctor and asking where your foot is. lol
Appreciate 0
      05-11-2018, 11:59 AM   #18
BMW11
First Lieutenant
110
Rep
372
Posts

Drives: 3-Series
Join Date: Aug 2010
Location: NYC

iTrader: (0)

Quote:
Originally Posted by chiefneil View Post
Funny side story - I’ve been thinking about getting a used Cayman, so a friend of my wife’s who just bought a used boxster swung by so I could check it out.

Me: “Is this the PDK or step?”
Him: “I don’t know, what the difference?”
Me: “Did you get the S?”
Him: “I don’t know”
Me: “What options do you have?”
Him: “I don’t know”
Me: “I want this generation because the newer ones switched to turbo 4’s”
Him: “”Really? I didn’t know.”
Me: “How much is an oil change at the dealer?”
Him: “I forget”
Him to my wife afterwards: “Your husband knows more about my car than I do!”
obviously he don't know anything about the P car, probably just bought it for the label lol
Appreciate 0
      05-11-2018, 12:04 PM   #19
vgore
Private First Class
vgore's Avatar
37
Rep
143
Posts

Drives: 2015 328xi
Join Date: Jul 2017
Location: PA

iTrader: (0)

Quote:
Originally Posted by bimmer456 View Post
Service advisors don't know everything. It pays to do your own research. I wanted to get a quote on mppsk and the dealer kept quoting me the MPPK until I gave them the actual part number to look up.
I recently went to service my car and meanwhile I went to parts guy and asked for cup holder tray. The guy had no idea of what I was talking about. Even after explaining it, he got me a layout of interior parts and I had to point it out for him.
Appreciate 0
      05-11-2018, 01:30 PM   #20
torkles
Second Lieutenant
United_States
148
Rep
289
Posts

Drives: 2013 335i MSport 6mt
Join Date: Mar 2014
Location: Northern Virginia

iTrader: (0)

Quote:
Originally Posted by Michael Schott View Post
SA's are Service Adviser's not sales people. Perhaps you are thinking of CA's who are Customer Adviser's. These are the salespeople. But yes an SA should have more knowledge but it's a bit sad that the car owners did not know what engine was in their vehicle.
Service Advisers are sales people. At most dealerships, SA's receive commissions from selling you work on your car. "Oh Mr. Schott, it's really time for you to get your 60k mile service performed. Have you thought about getting your all of your fluids changed with our full BG fluid flush and fill service?". When you bring your car in for an oil change and get an estimate back for 3 grand worth of work, why do you think that happens?
__________________
2013 335i M-Sport 6MT, MPE
2006 330i 6MT, Sport Package - sold
Appreciate 0
      05-11-2018, 01:39 PM   #21
BEAR-AvHistory
2018 440M-Sport MPPSK/THP
BEAR-AvHistory's Avatar
368
Rep
3,085
Posts

Drives: 2018 440M-Sport MPPSK/THP
Join Date: Jun 2011
Location: Raleigh, NC

iTrader: (0)

Quote:
Originally Posted by torkles View Post
Service Advisers are sales people. At most dealerships, SA's receive commissions from selling you work on your car. "Oh Mr. Schott, it's really time for you to get your 60k mile service performed. Have you thought about getting your all of your fluids changed with our full BG fluid flush and fill service?". When you bring your car in for an oil change and get an estimate back for 3 grand worth of work, why do you think that happens?
+1 100%. Their job is to up-sell any service they can for which they are paid a commission.
__________________
Kevin

2018 440M-Sport MPPSK/THP - 2017 CX-5 - 2016 Genesis R-Spec Coupe 6MT - 2013 135is Cab 6MT/JB4 - 2009 V-Star - 2009 Expedition 4X4 - 1998 Ranger 4X4 5MT - 1965 Cobra MK-IV 5MT BUILD LOG
Appreciate 1
torkles148.00

      05-11-2018, 02:09 PM   #22
Michael Schott
Colonel
268
Rep
2,029
Posts

Drives: 2017 VW GTI Sport
Join Date: Dec 2007
Location: Farmington Hills, MI

iTrader: (0)

Quote:
Originally Posted by torkles View Post
Service Advisers are sales people. At most dealerships, SA's receive commissions from selling you work on your car. "Oh Mr. Schott, it's really time for you to get your 60k mile service performed. Have you thought about getting your all of your fluids changed with our full BG fluid flush and fill service?". When you bring your car in for an oil change and get an estimate back for 3 grand worth of work, why do you think that happens?
I'm sure this is true at some dealers. I never experienced this at my BMW dealer.
Appreciate 0
Post Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off


All times are GMT -4. The time now is 11:35 PM.




f30post
Powered by vBulletin® Version 3.7.0
Copyright ©2000 - 2018, Jelsoft Enterprises Ltd.
1Addicts.com, BIMMERPOST.com, E90Post.com, F30Post.com, M3Post.com, ZPost.com, 5Post.com, 6Post.com, 7Post.com, XBimmers.com logo and trademark are properties of BIMMERPOST