[RoShambolt]

Car went in for its oil service and major inspection service on Saturday at my local BMW service centre.

I've owned a lot of different brand cars over the years and have to say BMWs servicing experience leaves a lot to be desired in comparison to others not claiming to be a premium brand.

This is going to be a long one.....

I handed in the keys to reception on my arrival, with other people being around at the entrance I didn't really want to try and explain what a ghost immobiliser is and what my code is in front of other people, I thought I would wait until I was called over to a desk by the service advisor to go through what work would be done/locking key location etc. As per every other visit.

Un be known to me they had already given the key to a mechanic and he had gone to try and move it, obviously with no luck. The guy storms into the service department heading over to an advisor with the key saying very loudly and rudely "that piece of crap out there has got an immobiliser on it or something, that piece of crap just cut out and won't start, this stuff is important you know."

As he stormed off into the workshop he barked back "just tell me when it's started"

All this plays out in front of me and other customers. The service advisor came over and politely addressed the issue with me and we resolved the issue in two minutes. So now everyone else in there knows me as the guy with the piece of crap that won't start. Cheers mate.

So I'm left thinking this guy is obviously a giant man child and now he's the one going to be carrying out a major service on my car, great.

Half hour later I get a service advisor come over and say the mechanic has broken off the oil filter in the housing when removing it. Now I know this is a well documented problem with the B58 but his behaviour does leave me thinking has this man child just gone at the car in a mood and not been as careful as he could have been. Fuck knows. Either way I'm now without the car for three days while they get the parts to replace the housing due to the debris left inside.

Last time I was in there I had to sit through a manager at the desk next to me admonish another staff member in a totally demeaning and bullish way, it was awkward as hell and altogether unnecessary when I heard what was actually being discussed.

I'm still thinking of the best way to approach man child's behaviour when I pick up the car and give the feedback review. In my option people behaving like that in a customer facing area need pulling aside, also the way he was talking to the SA was totally out of line, he just sat there and took it. The guy obviously gets away with it.

Does anyone know of anything I should check after this housing has been replaced? It seems like a major job as they said it takes about 7 hours. Also should I be expecting any paperwork to detail what has been done and what's been replaced, last time I went for a service I didn't get anything, but for this kind of additional work I'm hoping they do as it may lead to problems in the future if they leave any debris inside the oil system. I'd want some record of what they've done.

Rant over. Thanks in advance for any advice.

[robbiep]

I hate to say it, but when you handed in the keys at reception you should have told the member of staff about the immobiliser there and then - you didn't have to go through the details, but just say "Car has an immobiliser system that I would prefer to speak about in a less public place"
That part of it is all on you - the mechanic having a bit of a rant might be unprofessional, but at the end of the day you carry a fair bit of the responsibility for that.

Oh, and if they managed to leave any bits of filter or other debris in the engine, the engine will probably fail in a few weeks. So it'll all be clearly down to the work carried out.
Even so, I'd insist on an itemised list of work carried out, parts replaced

[RoShambolt]

Originally Posted by robbiep

I hate to say it, but when you handed in the keys at reception you should have told the member of staff about the immobiliser there and then -

I totally agree with hindsight that's what I should have done, but like I say it's not the norm to give the key to the receptionist and that it, I've always been called over to an SA desk before the work starts, to do a walk around of the car and confirm the scope of work.

Originally Posted by robbiep

the mechanic having a bit of a rant might be unprofessional, but at the end of the day you carry a fair bit of the responsibility for that.

I don't agree I carry a fair bit of responsibility for the way he behaved though, his reaction way over the top for the situation. The SA handled it exactly how I would expect, just a simple question, issue resolved.

Doesn't give a good impression of the place. Where I work if any of the guys behaved like that in front of a customer they would get pulled aside, for this exact reason, the impression it gives the customer of the standard of person working there, and therefore the standard of service they are likely to receive. Just my opinion. I suppose my main point is that for a marque pitched where BMW is I've been really quite surprised by the service experience.

[scousefly]

I wouldn't have let the knobhead walk away without pulling him up for his unprofessional behaviour and I would have insisted he went NOW WHERE near my car

[Techno 9000]

Main dealers staff calling their product ' a piece of crap '.

A Ratners moment surely!

[Ennoch]

Okay, you probably should have told them that it had an immobiliser when you handed the keys over but there is zero excuse for someone behaving like that, or treating another staff member in that way. Ultimately though it sounds like it's coming from the top. If it wasn't then that sort of behaviour would be stamped out. I have zero time for aggression from people.

Since having my brake fluid done by BMW I've had multiple emails, texts and even a letter asking for feedback - I don't suppose you ever get those when you've had it serviced here before? If you call this guy out on his behaviour either to the dealership principle or BMW when they ask for feedback then it's not exactly going to be news to people there, but something may get done about it if you say that his actions towards you and his staff will lead you to finding somewhere else to have your car serviced in future. Or at least that's what I would be doing.

[adam.b]

Leave appropriate feedback on social media after collecting car other than that they do not give a crap.
Ask for detailed work what was done apart from service interval as you mentioned it due to damage on your car by service department.

[SteveChester]

I thought the Ghost system had a valet mode?

I don't even visit a main dealer - far cheaper and more confidence inspiring to find a decent reputable BMW independent to trust your car with.

[Danny Fireblade]

I know first hand that if you leave bad enough feedback then someone will definitely call you back and discuss how bad the fail is as it looks terrible on them when BMW UK get to hear about it.

[RoShambolt]

Originally Posted by scousefly

I wouldn't have let the knobhead walk away without pulling him up for his unprofessional behaviour and I would have insisted he went NOW WHERE near my car

I was right in the opposite end of the department and overheard this guy when he came in and started listening when I head that piece of crap, straight away I thought he must be talking about a courtesy car or a van, not a customer car, then I heard the bit about immobiliser and I started thinking oh wow he's actually talking about my car, it's not a brand new M5 but I wouldn't call a mint 340i with pretty much every option ticked and individual paint a piece of crap. Before I knew it he had gone back into the workshop, then my phone rang straight away as the SA didn't know I was there. It caught me way off guard if I'm honest as I totally wasn't expecting anything like it. The more I've thought about it the more i feel like it's not ok.

Originally Posted by Techno 9000

Main dealers staff calling their product ' a piece of crap '.

A Ratners moment surely!

I had never heard that phrase before, had to look it up, yeah you're spot on.

Originally Posted by Ennoch

Okay, you probably should have told them that it had an immobiliser when you handed the keys over but there is zero excuse for someone behaving like that, or treating another staff member in that way. Ultimately though it sounds like it's coming from the top. If it wasn't then that sort of behaviour would be stamped out. I have zero time for aggression from people.

Since having my brake fluid done by BMW I've had multiple emails, texts and even a letter asking for feedback - I don't suppose you ever get those when you've had it serviced here before? If you call this guy out on his behaviour either to the dealership principle or BMW when they ask for feedback then it's not exactly going to be news to people there, but something may get done about it if you say that his actions towards you and his staff will lead you to finding somewhere else to have your car serviced in future. Or at least that's what I would be doing.

Yeah if the manager acts in a similar way I'm sure it's just a toxic environment in general.

As I said it's not the first time I've had my eyebrows raised there, but this tops it all now. I've been tied to main dealer services as I had the 5 year service pack. I'm really not sure I can stomach going back after this unless there's any problems going forward with what they do in this visit.

Originally Posted by adam.b

Leave appropriate feedback on social media after collecting car other than that they do not give a crap.
Ask for detailed work what was done apart from service interval as you mentioned it due to damage on your car by service department.

I always get their email request for feedback so will be quite happy to fill that out! Yeah it seems most people think I should be getting some sort of paperwork listing the action taken to fix the damage. We'll see!

Originally Posted by SteveChester

I thought the Ghost system had a valet mode?

I don't even visit a main dealer - far cheaper and more confidence inspiring to find a decent reputable BMW independent to trust your car with.

Yes it does but when taking it in for service I prefer to set it to a basic code and just give them full control if they need to test drive it after any work, they can test drive it over 30mph then and saves me getting any phone calls saying it's gone nuts with loads of failure messages on the test drive.

Originally Posted by Danny Fireblade

I know first hand that if you leave bad enough feedback then someone will definitely call you back and discuss how bad the fail is as it looks terrible on them when BMW UK get to hear about it.

Ok, that's good to hear.

[Sprucedmoose]

I had some less than ideal customer service from my local dealership a while back. As others said, wait for your email asking how your service was, and give honest feedback. Try not to be emotive, and stick to the facts (despite how pissed off you inevitably are). I did, and received a follow up call from the service manager (who just happened to be the person who dealt with me). I explained what happened (again, just sticking to the facts) and got an apology. Ive been back numerous times since and had nothing but 1st class service, even managing to negotiate discount.

If this doesn't satisfy you, there is always the option of going to BMW UK with a complaint.

[smorg99]

I would have been tempted to get your key back, and tell them you'll be taking you business elsewhere.

[Ennoch]

Unless there's a big problem with the management in that dealership I'd hope that an email would escalate things up the line to the point they get listened. My experience with the dealer has been positive but the attached bodyshop experience very much hasn't been - however, once it got up to the people above the normal customer facing guys things do seem to get sorted and it seems a lot easier to have an intelligent conversation. Fingers crossed you can speak to an adult - personally I'd be calling out his attitude towards his colleagues as much as to the customers, I absolutely can't fucking stand bullies and those who treat the people they work around like crap.

[RoShambolt]

Originally Posted by Ennoch

Unless there's a big problem with the management in that dealership I'd hope that an email would escalate things up the line to the point they get listened. My experience with the dealer has been positive but the attached bodyshop experience very much hasn't been - however, once it got up to the people above the normal customer facing guys things do seem to get sorted and it seems a lot easier to have an intelligent conversation. Fingers crossed you can speak to an adult - personally I'd be calling out his attitude towards his colleagues as much as to the customers, I absolutely can't fucking stand bullies and those who treat the people they work around like crap.

Totally agree, I've been there, I worked with a bloke like that for many years, he loved to bully people and would often "offer people outside" and try and really intimidate people. I was younger than him and it took me a few years to fully work out how to handle him. I found shrugging my shoulders and just saying yeah what ever to him very calmly worked best, no matter how in my face he got, he could have no impact on me so why act otherwise.

He got into an argument with a friend in a pub after drinking at the football, was punched and died. Very sad for the family and the other guy who obviously didn't intend to kill him, but if you carry on like that, one day it catches up with you.

Can't stand bullying.

[agentorange]

My dealership here cannot get tyre pressures right. However, this is a common theme in this city, everybody from Nissans to Jags. You get your vehicle back with either everything at 35 psi or 40 psi. Got a Jag back from service once with over 100 psi in the compact spare. Last service my F30 came back with 42 psi all round. Only place that gets it right is the Mercedes shop. Never had these issues when I lived in the UK.

Rental car companies here are also renowned for their ignorance. They gave me a rental that should have been 32 front, 24 rear, but no tyre had more than 23 psi, and one was at 18 psi.

Originally Posted by RoShambolt

He got into an argument with a friend in a pub after drinking at the football, was punched and died. Very sad for the family and the other guy who obviously didn't intend to kill him, but if you carry on like that, one day it catches up with you.

Can't stand bullying.

I call that karma.

[KRS_SN]

Go back to the service centre. Ask to speak to the mechanic. When you see him coming from the corner of your eye shout....' are you the guy who called my car a piece of crap and then trashed my car while it was being serviced' in front of all customers....1-1 move on.

[Alscoob]

Have had similar unsatisfactory issues with main dealers, hence always use independant specialist for my BMW, never a problem, so far! Do agree that their approach seems to fall short of standards.

On the question of paperwork for the job, just make sure you request a record of work done to accompany your service record you hold independantly, and they should supply. I did this when I have the steering rack replaced in my previous BMW under warranty, and they gave me a specific record.

[Al335d]

I've just booked a service at my local main dealers, as somebody who has been sheilding I asked if I can drop the car off outside, the answer was an outright no. I had to take our other car to Toyota before Christmas, not a problem at all with them. It astounds me how poor bmw service departments are.

[BBri89]

Complete the feedback form and allow a week or two for it to work it's way up.

Hopefully a dealership manager will get in touch to follow up. If they do, and can resolve the issue, great.

If not, you can always take it up with BMW UK.


From past experience, the franchise dealerships will do everything they can to avoid BMW UK getting involved. I guess there are heavy penalties (or reductions in bonuses etc) if they have too many black marks against their dealership.

BMW UK, on the two occasions I had to get them involved, sorted it and left me happy, within a matter of hours. They really can pull strings and make things happen. If it ever gets that far.
But usually the dealership will try to avoid that. They would rather BMW UK never hear about any problems.

[Ronstein]

Originally Posted by BBri89

Complete the feedback form and allow a week or two for it to work it's way up.

Hopefully a dealership manager will get in touch to follow up. If they do, and can resolve the issue, great.

If not, you can always take it up with BMW UK.


From past experience, the franchise dealerships will do everything they can to avoid BMW UK getting involved. I guess there are heavy penalties (or reductions in bonuses etc) if they have too many black marks against their dealership.

BMW UK, on the two occasions I had to get them involved, sorted it and left me happy, within a matter of hours. They really can pull strings and make things happen. If it ever gets that far.
But usually the dealership will try to avoid that. They would rather BMW UK never hear about any problems.

You're exactly right. A very significant amount of BMW Dealer income is linked to customer satisfaction ratings (as well as audit results). Individual staff members may act like idiots but once you get to senior management (where their bonuses are linked to the dealership bonuses) the attitude will usually change dramatically.

[Watsey]

Just put the Ghost in valet mode. Tell the dealer that it'll reactivate above 30mph and that they will then need a low loader to shift it if the engine is stoped.

Does the trick and stops your car being used as a runaround or taken out for a blast.

[Goneinsixtyseconds]

No idea which dealer you were at, but when I experienced some poor customer service at Sytners, and it wasn’t as bad as yours, I completed the dealers online complaints form on their website.

Within 15 minutes the dealer principal was on the phone to talk to me about it and resolve.

I’m guessing for bigger groups the complaints are monitored even higher up than dealer principal, so they have to sort them quickly.