05-04-2024, 06:14 AM | #1 |
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BMW dealer issue
Apologies for the long post
I’ve been working away a lot in the past few years in Spain and China and we decided to treat ourselves to a new X1 plug in hybrid. We duly did the deal with a local dealer who told us they had May build allocation and the corresponding order document with order number was received the same day with an estimated arrival of end May 2024. Despite the usual guff from the salesman about calling every week with an update, which me and the wife joked about afterwards we’ve had one email telling us the car would be June. A week past Friday I decided to check with BMW online chat regarding the order and for security they asked the model and colour of the vehicle against the order number. So I typed X1 and Portimao Blue and all was good. Code 195 - exit from port and in transit, due 14th May. Fantastic! With only a couple of weeks I wrote to the salesman asking him to confirm and I set about transferring funds, which can take 10 working days. Yesterday I checked with BMW live chat and again for security had to give the order number, colour and model which I did, Portimao Blue X1. Same code, in transit and with a confirmed delivery of 14th May. During this week I had nothing back from the salesman and yesterday I phoned to be told he was in a meeting - they sure do have a lot of meetings these guys! At lunchtime I dropped him another email telling him how hard he was to get hold of and asking him to call me. In fairness, he called me within the hour and I asked why he hadn’t replied to my email earlier in the week. He hadn’t received it seemingly! He told me no change, the car is due for production in June, delivery July. I explained that I had been in discussion with live chat twice and they both confirmed delivery 14th May, he must be mistaken. Let me check your order number he told me - the order number on my order form/contract was wrong according to him, the incoming order was for a Black X1. I got more guff about another car he had proposed and this was the one, which was crap as it was a totally different model we were talking about and I told him this in no uncertain terms. At this point I told him how unhappy I was and wanted it escalated to his manager as the deal was done on the promise of getting this build slot. He told me he would do this but advised the manager was “in a meeting” Geez, these guys and meetings again! I checked again with live chat again and sure enough the order number on my document is for a different car, a black one. So much for the BMW “geniuses” I managed to get past there so called security check twice with the wrong details. I’m still waiting for the senior manager to call to discuss, guess us small people don’t really matter in the grand scheme of things, it just annoys me that even so called premium dealers act like back street garages at times. I’m interested to know why I have a document with the wrong order number in it, have I been bumped because they got a fleet/business order? ffs, just come clean and be honest! |
05-05-2024, 04:02 AM | #3 |
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Yes, I think this is the best approach especially if the General Sales Manager makes no contact on Tuesday after the bank holiday
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05-05-2024, 05:00 AM | #4 |
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I am a corporate customer with literally dozens of BMW's on my fleet.
I have a very good relationship with the dealer and the dealer usually bends over backwards for me to ensure my continued business. I have their personal mobile numbers and am on whatsapp groups with all the bent staff (recpetion, sales, dealer principal, service advisors, tech, bodyshop, tyres, prep and parts.) Never do I need to book an appointment or even check in with reception. I don't need to book appointments for service. I can turn up with any car. Tell them I want it back within 24 hours, and they will bypass the queue for me, car on ramp within 20 mins and I will have the car back normally by the end of the day (if I bring it in early enough.) I can literally turn up and bypass the entire queue by putting a msg on the group and they will come outside to me almost instantly. I can call them at will and "tell" them I want a demonstrator for a week (literally any model they have or can get their hands on) and without question they will give it to me. There has been a time or two where I have been in a similar position to you. My sales guy and girl advised me the best thing to do in that situation is to call the finance company and "kick off." As soon as I have done that, miracles have happened! It does not sound like you have taken out any finance, but if you have, my advice to you would be the same. |
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05-05-2024, 04:50 PM | #6 |
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I would not put up with all this shit. And it is shit!
I would call the salesman you dealt with, tell him/her what you require, and when, or you will cancel the order and expect any deposit back in full. The standard of service (not just with cars) in this Country is a joke. The only thing these people listen to is if their wages/ jobs/ commission is at risk. Everybody hides behind emails and bullshit 'meetings'. I get it every day with work. I don't believe a word anybody says anymore. Which is actually quite sad! |
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05-06-2024, 07:46 AM | #7 | |
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... except to add, at the end of the day, if you want your car then it's kind of a Hobson's choice, isn't it... I have no doubt whatsoever that if OP cancels the order, the supplying dealer could sell it to somebody else almost the same day, and the OP would then be another three or four months waiting sourcing a new order from a new dealer, perhaps in a less convenient location... But, 100%, it is a sad state of affairs when all we can hope for these days is not to get messed about too much....
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05-07-2024, 05:26 AM | #8 |
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Sorry, but car sales people are rarely in "meetings" unless you call first thing in the day
They are fobbing you off to the point where you need to kick off. As above, if the GSM doesn't contact you today as promised, go direct to the DP. Sounds like you've managed to catch the lazy lying b*stard of the dealership. Meantime, I'd be looking at another dealer and availability. Start with TRL and work from there probably. |
05-07-2024, 05:27 AM | #9 | |
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What about servicing? Warranty issues? I'd be loathe to take anything back to a dealer I already know is clearly incompetent |
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05-07-2024, 02:16 PM | #10 | |
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05-08-2024, 04:36 AM | #11 |
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Things have changed then since I was working in the trade. We'd have a sales meeting daily, usually first thing but that was it unless there were campaign changes or updates.
Still think the OP is being given the runaround. Sounds like a poor salesman has realised his f*ck up and is prevaricating for as long as possible so the delivery wait becomes acceptable. |
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05-08-2024, 11:42 AM | #13 | |
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My sales guys have one morning meeting from 0830 until 9 and then they are 'free,' BUT they can have back-to-back customer appointments or walk ins / telephone enquiries so very quickly they can lose their day. But agreed, it needs dealing with. Thankfully I work in a business where everything gets nipped in the bud, normally if we can within 24 hours, certainly within 48hours. We have found this method just stops any escalation and ill feeling between us and the customer. If you can act swiftly, it is the only way to work with complaints and gain an expedited resolution. I admit not always to both parties satisfaction but it isn't always possible, you can't keep chucking money at something all the time so occasionally we call time out and part ways, but thankfully that's very rare. If we are at fault we hold our hands up and admit it. I try and instill this into my colleagues too! |
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05-08-2024, 12:06 PM | #14 | |
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05-10-2024, 08:44 AM | #16 |
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I don’t really see shat precedent that might set other than to demonstrate some kind of rashness of thought and action…?
A kind of a “leap before you look” move..? As the old saying ought to go, if you find yourself up shit creek, then you need to paddle yourself out of it in the best way possible to ensure as little (or none) of the shit actually impacts you… If he cancels… and then finds out (as is quite likely) there is no new car available for another four or five months (remember, the OP’s is coming in two, if I read the original post right) and the finance deal changes, and the trade in changes.. where does that leave him..? Quite possibly further up shit creek… Would n’t that just be cutting your nose off to spite your face..? I don’t tend to believe that kicking off gets you anywhere, other than possibly removed from the property for being abusive towards staff… have stood next to folk kicking off in all sorts of places and never once saw any of them get what they were after… Mostly, the folk who do get things resolved are the ones who take a more pragmatic view of these things… There are many dealers you can go to for this… I accept the OP may be a remote place, but I’ve got about 6 within about 30 miles or so and I am hardly in the hotspot of BMW dealers in the UK…
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05-10-2024, 09:13 AM | #17 | |
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And yes, other dealers are available for after sales work, that's not in doubt |
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05-10-2024, 04:53 PM | #18 | |
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With age, and experience, you are right; but old habits die hard. And it is quite fun watching people's reactions when you launch into a tirade of abuse. The secret is to think on your feet. It still never, ever, helps! "I have been kicked out of better places than this" is my second favourite saying. |
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05-14-2024, 12:53 PM | #19 |
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Just an update,
Head of Business has been in touch three times today after a letter to him and he has been great. Car is due in July and he has held his hands up to mistakes made internally. Really good proposal made and accepted, with a promise of new sales person, regular updates etc. |
05-14-2024, 01:22 PM | #20 | |
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sounds like the head of business has heard it too! |
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05-15-2024, 03:54 AM | #21 |
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05-15-2024, 05:18 AM | #22 | |
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