[KRS_SN]

My cars first service at 10000 miles today.
Booked 2 weeks ago
got a call yesterday from dealer to confirm I was coming.
Today I turn up and I'm by SA told sorry we have no record of your booking sir
But we'll fit you in. I tried to explain I'm well and truly booked but he says sorry we have no record of such a booking.
Original price quoted was £360 yesterday but he gives me a price of 315!
All good quids in.
Then there is a warranty repair issue which he tells me he cannot fix as earliest appointment is weeks away and I tell him I'm free next Friday he says cannot do next Friday as so busy then I say forget it.
Half hour later he calls me to tell me he's managed to get it slotted for next friday
So cheaper service (than online prices) warranty work when I want it but some weirdery in the background.
What have I just experienced?

[g9icy]

I will never understand the "sorry we have no record of your booking" thing. How on earth does that happen? Did the person you booked with just forget to do their job while you're on the phone with them? It's so weird. I've had it happen to me a few times, not just with BMW.

Sounds like overall you had a good experience with a dealer... what madness is this?

[NISFAN]

Seems many dealers have an offsite booking centre, including my dealer. I informed them that this call centre is costing them business as they are completely useless. They tell you the next booking is sometimes 6 weeks away and there is no flexibility with the services my dealer offers (car collection, a wait while service is done, courtesy cars, etc ).

When I bought my M2 and was reminded about the running in service at 1200miles, I jokingly said that I would have to have booked that 3 weeks ago before I even had the car to get it done by 1200miles. I now have a direct number for a SA and I am to bypass the phone booking option and to call her every time in future. Much better, my 1200 mile service was performed at 1202 miles

[KRS_SN]

I got a phone call this morning to ask why I hadn't kept the appointment from yesterday. I said I did and they said I didn't. After some toing and froing it appears that of the 2 BMW's I have they had booked the wrong one in. No apologies though but that's OK as they did fit me in without an appointment yesterday albeit for the wrong car (it had only180 miles left before service due so had to be done). Reaffirms my decision to use this slightly chaotic but accommodating service centre over the years.

[cramsnik]

Anyone have experience of the online booking service? I used it yesterday to get mine a slot for a major service next week. I have email confirmation so fingers crossed all with be smooth when I arrive.

[Sasquartch]

I always go direct to the dealer and make sure I get the name of whoever I'm talking to in case of any problems.

Always found Specialist Cars (Stevenage and Luton) to be good, my service there last week was as painless as it could be

[TouringPleb]

When I worked as a service advisor at Victoria BMW (as it was called at the time) in Milton Keynes, one morning had the typical 8am opening rush.

Some guy walked into the dealership, straight up to my desk, walking past the queue and started complaining the fix we'd done on his car hadn't worked and that he was really pissed off with us and me personally it seemed. Kept dropped lots of F bombs and called me a useless cunt. I'd never seen him before but thought maybe one of my colleagues had dealt with him.

Tried to find his booking, politely I asked him his name, couldn't find a booking. Asked him his registration, still couldn't find a booking. Put his reg into the computer, nothing came up. I'm getting very, very confused now. His language was getting worse and the volume louder with each effort to find the booking.

By now there were probably 10 customers in the showroom, and some of my colleagues had come out the workshop thinking this guy was going to punch me! Eventually he swore at me "there's the fucking keys you useless cunt! Now get it fucking fixed!" He then threw the keys at my desk with such force they flew up and went across the showroom.

He stormed out, nearly pushing over a customer who'd been stood behind him. I picked the keys up and looked at them. Something wasn't right about them. Then it twigged..

By now he was about to walk out the dealership so I called out to him so everyone could hear..

"Sir.. these keys are for a Mercedes! We are BMW! You need to be 400m down the road. I'm sure they will be delighted to help you"

He then had to come back to my desk, past everyone who'd watched him shouting at me, snatched the keys out of my hand and stormed out. No apology. He then got into a SL he'd left right outside the front door, and went wheel spinning out the car park, almost loosing control!

To this day I can only assume it was his blind rage which made him confuse a BMW dealership with the Mercedes dealership just down the road!

[KRS_SN]

Originally Posted by TouringPleb

When I worked as a service advisor at Victoria BMW (as it was called at the time) in Milton Keynes, one morning had the typical 8am opening rush.

Some guy walked into the dealership, straight up to my desk, walking past the queue and started complaining the fix we'd done on his car hadn't worked and that he was really pissed off with us and me personally it seemed. Kept dropped lots of F bombs and called me a useless cunt. I'd never seen him before but thought maybe one of my colleagues had dealt with him.

Tried to find his booking, politely I asked him his name, couldn't find a booking. Asked him his registration, still couldn't find a booking. Put his reg into the computer, nothing came up. I'm getting very, very confused now. His language was getting worse and the volume louder with each effort to find the booking.

By now there were probably 10 customers in the showroom, and some of my colleagues had come out the workshop thinking this guy was going to punch me! Eventually he swore at me "there's the fucking keys you useless cunt! Now get it fucking fixed!" He then threw the keys at my desk with such force they flew up and went across the showroom.

He stormed out, nearly pushing over a customer who'd been stood behind him. I picked the keys up and looked at them. Something wasn't right about them. Then it twigged..

By now he was about to walk out the dealership so I called out to him so everyone could hear..

"Sir.. these keys are for a Mercedes! We are BMW! You need to be 400m down the road. I'm sure they will be delighted to help you"

He then had to come back to my desk, past everyone who'd watched him shouting at me, snatched the keys out of my hand and stormed out. No apology. He then got into a SL he'd left right outside the front door, and went wheel spinning out the car park, almost loosing control!

To this day I can only assume it was his blind rage which made him confuse a BMW dealership with the Mercedes dealership just down the road!

that is hilarious. If it was caught on tape could be used as an ad for bmw.

[KRS_SN]

Originally Posted by cramsnik

Anyone have experience of the online booking service? I used it yesterday to get mine a slot for a major service next week. I have email confirmation so fingers crossed all with be smooth when I arrive.

I booked online once and when I turned up I got the impression that they weren't expecting me. It could be based on yesterday's experience that they never expect me though. I would call them to confirm.

[cramsnik]

Originally Posted by Sasquartch

I always go direct to the dealer and make sure I get the name of whoever I'm talking to in case of any problems.

Always found Specialist Cars (Stevenage and Luton) to be good, my service there last week was as painless as it could be

Mines going into Specialist Cars Tring, hopefully I'm in for a similar experience.

[pmgreenwood]

Originally Posted by KRS_SN

that is hilarious. If it was caught on tape could be used as an ad for bmw.

a Merc driver living up to their reputation. prat .......

[Watsey]

Originally Posted by KRS_SN

What have I just experienced?

Unfortunately, fairly normal BMW service at many dealers.

In your situation it does seem like the dealer has tried to be helpful and has reduced the price, so on balance that seems fair.

I've certainly had several instances where I've taken my car for a pre-booked service or pre-booked warranty work (i.e. EGR cooler recall) and there's apparently no record of a courtesy car being required. Such a basic lack of attention to detail, but I just let them know that I'm going to get a cuppa in the customer lounge area while they resolve the problem. They always manage to find a car from somewhere.

[TouringPleb]

Originally Posted by pmgreenwood

a Merc driver living up to their reputation. prat .......

Steady. From next Thursday I'll be a Merc driver!

[simon.]

Originally Posted by TouringPleb

Steady. From next Thursday I'll be a Merc driver!

And your point being....

[simon.]

Originally Posted by NISFAN

Seems many dealers have an offsite booking centre, including my dealer. I informed them that this call centre is costing them business as they are completely useless. They tell you the next booking is sometimes 6 weeks away and there is no flexibility with the services my dealer offers (car collection, a wait while service is done, courtesy cars, etc ).

When I bought my M2 and was reminded about the running in service at 1200miles, I jokingly said that I would have to have booked that 3 weeks ago before I even had the car to get it done by 1200miles. I now have a direct number for a SA and I am to bypass the phone booking option and to call her every time in future. Much better, my 1200 mile service was performed at 1202 miles

Barron's @ Bedford, Gordon? Been around 18 months since I visited there but if it's the same very nice lady in service, I can see why you direct dial .

Agree re the call centre, never worked and the people in service felt the same.

[RoShambolt]

Originally Posted by KRS_SN

My cars first service at 10000 miles today.
Booked 2 weeks ago
got a call yesterday from dealer to confirm I was coming.
Today I turn up and I'm by SA told sorry we have no record of your booking sir
But we'll fit you in. I tried to explain I'm well and truly booked but he says sorry we have no record of such a booking.
Original price quoted was £360 yesterday but he gives me a price of 315!
All good quids in.
Then there is a warranty repair issue which he tells me he cannot fix as earliest appointment is weeks away and I tell him I'm free next Friday he says cannot do next Friday as so busy then I say forget it.
Half hour later he calls me to tell me he's managed to get it slotted for next friday
So cheaper service (than online prices) warranty work when I want it but some weirdery in the background.
What have I just experienced?

I wouldn't celebrate until you get your car back undamaged. Mechanic at my dealer damaged the car during the service and tried to hide it with a crap touch in. Luckily I noticed it very early on. The repair ended up costing £210 and they are paying.

[KRS_SN]

Originally Posted by TouringPleb

Steady. From next Thursday I'll be a Merc driver!

bmw heart in a merc shell..world is a better place

[NISFAN]

Originally Posted by simon.

Barron's @ Bedford, Gordon? Been around 18 months since I visited there but if it's the same very nice lady in service, I can see why you direct dial .

Agree re the call centre, never worked and the people in service felt the same.

[KRS_SN]

Originally Posted by RoShambolt

I wouldn't celebrate until you get your car back undamaged. Mechanic at my dealer damaged the car during the service and tried to hide it with a crap touch in. Luckily I noticed it very early on. The repair ended up costing £210 and they are paying.

I remember reading your post and terribe experiences. Thankfully in numerous service visits over the years nothing like that has happened to me in Glasgow.

[KRS_SN]

Originally Posted by Watsey

Unfortunately, fairly normal BMW service at many dealers.

In your situation it does seem like the dealer has tried to be helpful and has reduced the price, so on balance that seems fair.

I've certainly had several instances where I've taken my car for a pre-booked service or pre-booked warranty work (i.e. EGR cooler recall) and there's apparently no record of a courtesy car being required. Such a basic lack of attention to detail, but I just let them know that I'm going to get a cuppa in the customer lounge area while they resolve the problem. They always manage to find a car from somewhere.

I have never asked for a courtesy car. I take a cab to work and back etc costs me but I Don't want their favour I just want my car looked after.
Im probably losing my entitlement thinking like that but I genuinely do not want a courtesy car just want mine ASAP.
Btw don't get me started on egr cooler....

[Watsey]

Originally Posted by KRS_SN

I have never asked for a courtesy car. I take a cab to work and back etc costs me but I Don't want their favour I just want my car looked after.
Im probably losing my entitlement thinking like that but I genuinely do not want a courtesy car just want mine ASAP.
Btw don't get me started on egr cooler....

There have been so many faults on my AUC over the years that I kept taking it back to the supplying dealer in the basis of "you sold it to me - you fix it".

The downside is the dealership is 40 miles from home - I'm not paying for a cab both ways for the privilege of yet another dealer visit !

[KRS_SN]

My dealership is 2 miles away. I forgot to factor in the distance factor,I would ask for a courtesy car too if I lived 40 miles away.