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      07-10-2019, 04:41 PM   #1
hudson012003
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Service - general whinge..

Car was due it's 3 year brake fluid change so booked it in with the main dealer in Stockport. Oil change etc I always use a local indie who are very good but as this was a main service requirement that was flagged I thought I would treat the 340i.

Arranged to wait while the job was done so was asked to arrive before 8.30 a.m. Arrived 08.15 & stuck the obligatory 'do not wash this vehicle' sign on the dash & disabled the power supply to the dash-cam.

Small queue forming as i walked down to the service desks as only one person on (about 8.20 a.m.). Another service guy walked to a desk & then proceeded to mess around with his desktop screen & then even started checking his pens - seriously, wtf! People behind me complaining they had jobs to get to etc. Fortunately other rep's turned up just as the clock hit 08.30

Anyway, finally seen & went to wait at the tables near service viewing area. Saw the car brought in & brake fluid change etc. She was driven out at 09.55 so by 10.25 I was scratching my head as no one came over to see me to sort paperwork out etc. Went over & asked politely where my car was as I had seen it driven out 30mins earlier, no one had the paperwork to hand = off they went to find it. 10MINS later they came in to say it was in the queue to be washed.. Told them to get the car to me immediately, no apology, no nothing from them.. Finally paid & got the key & told it was in bay 49 (near the flags at reception doors). Walked out & no car in 49, walked around the car park = no car Young mechanic was parking a car up so I asked him if he could go in & find out where the car was. Literally 15mins later he turns up in it & he couldn't have been more apologetic if he tried & it wasn't even his fault!! Said I would never have found the car so no idea why I was told '49', but I thanked him anyway as he saved me from no doubt going apoplectic at the clowns at service reception.

Got in the car only to find my dashcam disconnected from the cable & windscreen & left on the passenger seat They could easily see I had disconnected the power as it wouldn't have come on as car started! They seriously are fu@kwits & e-mail has gone off to the service manager as won't be using them again after this..

Ps. Brake fluid change was £86. assume that's an ok price..
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      07-10-2019, 11:55 PM   #2
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Unfortunately this appears to be the norm for many service departments now:

- not keeping you up to date
- fast lane means 2.5-3 hour wait
- taking on more work than men. Probably to make up for no shows and keep business running
- washing when you say "no wash"
- stripping off and even damaging dash cams. Calling it a company policy when it's not written, refusing to connect back up... I have heard all sorts about how it's turned off due to "trade secrets", "saving your memory card from bonnet up footage" and "data protection of other vehicles in service bays." Yes people have a right to not be on film but then why offer a "we can video your service."?
- over pricing of things such as brake fluid. You could halve that cost with a specialist independent garage but it's all about keeping the independent garage out of business and it's all about threatening customers on finance how if they want a better chance of a warranty claim being approved or any future good will then they better stick to the BMW network for service... and they get away with it.

When I took my lesser half's Mercedes in for service they didn't give a toss about switching off the camera... in fact one of the service representatives said it probably gave me some security when parking mode was on in the customer parking lot because there was no CCTV coverage there and people have damaged others cars (dealers likely don't want to become embroiled with any claims)... in the past 6 years I have had to leave 2 notes on fellow BMW's saying... saw who scraped your car call me for dash cam footage.

What can you do?
- make it clear no work is to be carried out without consent
- disconnect your dash cam or show them how to turn it off / prove it is off / mute it and tell them you don't mind 4 hours of bonnet footage. Or put post it notes over the lenses
- negotiate price. See if they can price match things or supply your own parts e.g. I supplied my own engine oil and saved me some pounds
- insist on marking damage with a walk around of the car. Many have stopped doing this and say it will be inspected indoors. Don't hand over the keys without doing this especially if your alloys are all unmarked.
- call them for updates. Be persistent. Go to the desk and say the fast lane has taken 2 hours... because 1.5 hours is supposed to include the wash
- Get there as soon as you can once it is ready. The longer it is left out in a tight car park the more chance of someone hitting and running...
- complain if things didn't go well. Twice Rybrook Warwick have unofficially apologised with a free MOT voucher and once with a £15 gift voucher.
- use your trustworthy independent for anything else such as MOT and minor fixes (as long as you use genuine BMW parts).
- plaster your car with do not wash signs
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      07-11-2019, 02:21 AM   #3
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To be honest mine was a very pleasant experience when I did the fast track service last month, staff polite & helpful with complementary coffee, biscuits, newspapers & tv. Dash cam wasn’t touched after I unplugged it & they took notice of the please do not wash note I left them. Shame when I got the car home it was pissing oil all over my drive!
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      07-11-2019, 02:26 AM   #4
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I hate main dealers in general, always feel like you need to pull your pants up on the way out. Even if its good service, i always get the feeling something is not right.

Cant sympathise on the dashcam tbh, I think they should be banned.
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      07-11-2019, 03:12 AM   #5
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I'd think £86 was an ok price for a main dealer. Once the car reaches 4 years old the price will drop to around £50 or thereabouts - although the parts and labour will be exactly the same!

doncarlyon out of interest why do you think dashcams should be banned?
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      07-11-2019, 03:38 AM   #6
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Service.

Just shows the differences in dealers,booked mine in for a first service at Bowkers Preston,arrived 9-30 was on my way by 11-15,they were polite,knowledgeable and provided tea etc,papers and the internet and did not wash as asked,the car was left were they said,would use again!
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      07-11-2019, 03:40 AM   #7
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Quote:
Originally Posted by bishbosh View Post
I'd think £86 was an ok price for a main dealer. Once the car reaches 4 years old the price will drop to around £50 or thereabouts - although the parts and labour will be exactly the same!

doncarlyon out of interest why do you think dashcams should be banned?
I think they cause more harm than good. Seems to be alot of drivers out there that think they can drive however they please and then use dashcam footage to try to put the blame on others. You see people pointing at their dashcam, almost as a warning. They breed bad behaviour IMO.

I was talking to a policeman a while back and he was of a similar opinion, they get so many people reporting things and saying "look i've got it on video" and they spend so much time saying "yeah, that proves nothing".

Also, I may not want to be filmed... however I have no choice in the matter.
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      07-11-2019, 05:56 AM   #8
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I recently had a crap experience following my EGR recall at Sytner Sheffield and them not bolting something up right.

They spent ages arguing and subverting blame. When escalated to the service manager he did nothing and started ingnoring me. My Google reviews have also been ignored.

Theyre so big they just don't care
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      07-11-2019, 06:23 AM   #9
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On the BMW service website,

https://www.bmw.co.uk/bmw-ownership/...vicing#booking

the brake fluid service is listed at £66.12
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      07-11-2019, 06:45 AM   #10
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Agree with some of the above..
Car parks always to small, Fast lane being 1.5hr for an Oil change and filter is a joke.
Original Post states 8.30 that good as my Local BMW wont open till 9am
Never enough courtesy cars either...takes weeks to get a booking if you need one.
Answering the phone seems to be a big problem also, or getting a call back which seems to take 4+ hours?
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      07-11-2019, 01:38 PM   #11
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I've just had mine end of warranty check/first MOT and brake fluid change.

Because the local dealership was fully booked on my requested date I got bumped off to the local MINI dealership instead.

Have to say the experience was much better than my regular BMW service department. Very short waiting time virtually straight in, they specifically asked if I wanted the car washed. Work completed for the same price as BMW, usual video healthcheck emailed over and no issues whatsoever.

In general the place was a lot more relaxed, I was offered a car but didn't need one and the car wasn't washed! I actually found the windscreen note they had left in it.

Could well go back there for any future work
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      07-11-2019, 02:18 PM   #12
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Quote:
Originally Posted by Mustard3 View Post
On the BMW service website,

https://www.bmw.co.uk/bmw-ownership/...vicing#booking

the brake fluid service is listed at £66.12
Hmmh, they were £72.42 nett & £86.90 with VAT. I think my local indie would have been nearer the £66 mark but I thought it best to have a main dealer remark on the on-line service record for this service. Bottom line is that the actual customer service experience was sh@te which tbh is a shame. Still haven't heard back from my e-mail but early days & individuals no doubt covering their backs. Pity I didn't get the young mechanics name as he was the only shining light amongst them...
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      07-11-2019, 02:34 PM   #13
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Quote:
Originally Posted by Eddamoo View Post
I recently had a crap experience following my EGR recall at Sytner Sheffield and them not bolting something up right.

They spent ages arguing and subverting blame. When escalated to the service manager he did nothing and started ingnoring me. My Google reviews have also been ignored.

Theyre so big they just don't care
Think this is the problem with majority of main dealers - no accountability & problems pushed around. When I booked the brake fluid change by phone they virtually guaranteed a 90 mins turn-around if I waited but when I sat at the table in reception viewing area yesterday there was a disclaimer on each table high-lighting an unprecedented issue on recalls (EGR??) and asked customers to bear with them.. Obviously they forgot to mention that last week when I booked the car in..

I was reminded yesterday that my warranty check & MOT is due begin of Sept'19. I would feel such a hypocrite taking it back there...
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      07-11-2019, 04:56 PM   #14
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Only had my car into the dealer on two occasions. The EGR recall and an engine oil service. Both dealers were fantastic, no issues with them being fussy about the dashcam and took notice of the do not wash request. Also happy to give me a copy of the invoice for my service history records. After reading horror stories on the forum I told my service advisor that I am very particular about my car. Having had it detailed and ceramic coated, I do not want it washed and that I'd like a copy of the invoice at the end of the service. Always in a nice manner, but the service advisor pretty much knows that I'm going to be a fussy customer, so long as theres no damage to my car then I'm happy haha.
Now that the service pack has run out, it'll be going to the local BMW specialist.

On another note, I suppose the BMW main dealer servicing prices are expensive but that one should account for their higher overheads. The fancy shiny showroom, the multitude of staff and availability of courtesy cars will have a big affect on their costs compared to a specialist who operates out of a garage with equipment and a couple of blokes.
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      07-11-2019, 04:58 PM   #15
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Only had my car into the dealer on two occasions. The EGR recall and an engine oil service. Both dealers were fantastic, no issues with them being fussy about the dashcam and took notice of the do not wash request. Also happy to give me a copy of the invoice for my service history records. After reading horror stories on the forum I told my service advisor that I am very particular about my car. Having had it detailed and ceramic coated, I do not want it washed and that I'd like a copy of the invoice at the end of the service. Always in a nice manner, but the service advisor pretty much knows that I'm going to be a fussy customer, so long as theres no damage to my car then I'm happy haha.
Now that the service pack has run out, it'll be going to the local BMW specialist.

On another note, I suppose the BMW main dealer servicing prices are expensive but that one should account for their higher overheads. The fancy shiny showroom, the multitude of staff and availability of courtesy cars will have a big affect on their costs compared to a specialist who operates out of a garage with equipment and a couple of blokes.
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      07-12-2019, 05:26 AM   #16
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Took my 4 year old Fiesta into the main dealer for service, MoT and new front discs and pads. Open at 7, service exemplary. Kept me informed throughout, electronically too so I could authorise that way if I couldnt take a call.

Not exactly cheap at over £500, but to me worth it.

I know there isnt a lot of love for dealers but if you want to be able to buy the cars and get them repaired locally, they have to make some money somewhere, and as you all want max discount on purchase, its going to be on servicing.....

As for more work than people, its a challenge in the industry as apparently none of the big concerns can get enough people, kids these days want to sit in offices or work with computers and not fix cars. Particularly as the latter isnt very well paid...
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      07-12-2019, 07:35 AM   #17
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Quote:
Originally Posted by isleaiw1 View Post
I know there isnt a lot of love for dealers but if you want to be able to buy the cars and get them repaired locally, they have to make some money somewhere, and as you all want max discount on purchase, its going to be on servicing.....
I see it much the same way, we can't have it all ways.

I'm pleased I have a good BMW garage to use, been using Grassick's in Perth since 2002.

One reason I got on well there was due to Terry's (Tengo') father working there at the time. Great workshop guy and he would go that extra mile to help a customer.

It has all changed since the takeover, by the Eastern Western Motor Group. Lost some of the family feel the garage had under Colin Grassick, but still gave me 5-star service for the big service, MOT and warranty work last month.
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      07-20-2019, 07:57 PM   #18
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Quote:
Originally Posted by doncarlyon View Post
I hate main dealers in general, always feel like you need to pull your pants up on the way out. Even if its good service, i always get the feeling something is not right.

Cant sympathise on the dashcam tbh, I think they should be banned.
You think dashcams should be banned?
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      07-21-2019, 05:57 AM   #19
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i've had a shite experience with Sytner Leicester every time i've used em, 2 warranty check issues and the oil filter fiasco. Not just dodgy operationally but the whole customer end to end process from the time you walk in the door to when you get the car back is so badly organised, and all the time wasting is placed on the customer, rather than offering a slick service where appointment times are kept.

the receptionists' default position is to smile, say Sir, and just get you seated in the customer waiting area - then there's a total lack of communication or understanding of timing from that point on, i won't bother recounting my 4 anecdotes, but you get the idea. Needless to say, whenever i've made an appointment, its never meant the car actually gets seen at that time - i wish they would rather be honest and go "we don't know when your car will be seen, (our processes are not slick). Best thing is to just drop it off in morning and pick it up end of the day....Sir".

I don't get it, do they not remotely care about return-custom, or the competition? Surely its in a main dealers interest to give the best experience possible, to increase their own profitability?
needless to say i see no reason to ever have my car serviced at a main dealer, certainly not there anyway.
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      07-21-2019, 07:33 AM   #20
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Quote:
Originally Posted by gippy View Post
i've had a shite experience with Sytner Leicester every time i've used em, 2 warranty check issues and the oil filter fiasco. Not just dodgy operationally but the whole customer end to end process from the time you walk in the door to when you get the car back is so badly organised, and all the time wasting is placed on the customer, rather than offering a slick service where appointment times are kept.

the receptionists' default position is to smile, say Sir, and just get you seated in the customer waiting area - then there's a total lack of communication or understanding of timing from that point on, i won't bother recounting my 4 anecdotes, but you get the idea. Needless to say, whenever i've made an appointment, its never meant the car actually gets seen at that time - i wish they would rather be honest and go "we don't know when your car will be seen, (our processes are not slick). Best thing is to just drop it off in morning and pick it up end of the day....Sir"

I don't get it, do they not remotely care about return-custom, or the competition? Surely its in a main dealers interest to give the best experience possible, to increase their own profitability?
needless to say i see no reason to ever have my car serviced at a main dealer, certainly not there anyway.
I will 2nd that Shitner Les is a massive dealer and i used once for a AUC car some years ago...never again, all sorts of problems and no interest in sorting them...well until i wrote to the main group Principle that is..
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      07-21-2019, 02:26 PM   #21
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Shytner Nottingham did the 1st service on my previous car , F31 335D , and they quoted 1.5 hours while I waited and it was completed after 1 hr 10 mins. They let me supply my own oil which saved £100 and the price they charged was about £5 ish less than they quoted over the phone.

I would recommend them based on this experience.
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      07-22-2019, 02:57 AM   #22
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Quote:
Originally Posted by doncarlyon View Post
I think they cause more harm than good. Seems to be alot of drivers out there that think they can drive however they please and then use dashcam footage to try to put the blame on others. You see people pointing at their dashcam, almost as a warning. They breed bad behaviour IMO.

I was talking to a policeman a while back and he was of a similar opinion, they get so many people reporting things and saying "look i've got it on video" and they spend so much time saying "yeah, that proves nothing".

Also, I may not want to be filmed... however I have no choice in the matter.
and there's this:
https://www.dailymail.co.uk/money/ca...vers-year.html
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