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      07-01-2022, 04:49 AM   #1
andyb313
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Is it always shocking service at BMW?

just wondering if the level of service is always poor at UK BMW garages?

purchased a 440i Approved used and noticed an exhaust rattle a few weeks later, booked it in but had to wait 2 months as no loan car was available.

When they finally looked at it they said small stone in the exhaust system, not warranty and charged me £170 diagnostic.

2 months later i decide to get the MPPSK kit, book the car in which they said had to be an all day appointment, no loan cars available so i had to arrange a lift and its quite far.
Drop the car off in the morning and get a lift home, as soon as i get home they call me to say the parts aren't in because someone ordered them wrong, and they'll be in within 5 days leaving me without a car.

On the phone with the supervisor trying to get this sorted but is it always poor service? starting to regret purchasing from BMW and wish i'd just bought from another seller
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      07-01-2022, 05:13 AM   #2
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I've had a variety of new cars and it's the luck of the draw as far as I can tell, don't think BMW are any better or worse as a rule.
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      07-01-2022, 05:49 AM   #3
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In my experience, unless they are selling you something they are pretty poor, but not all are the same as stated above.

I've heard of them charging a diagnostic fee if its not a warranty item, but just after 2 weeks, it could have been there in the first place and you were unaware? So would have argued the point.

Used my local dealer for some warranty work once (creaking door seals F31) had to take it back twice for them to get it right, in which they still failed. I asked them to put the 'tape fix' on it but they changed the seals, didn't fit properly, back for a second attempt, they fitted but still creaked. Fixed it myself, no problems since.

Some are good for servicing and I mean not only the job but but the customer service, some others highly debatable! You'll find a lot on here who now use specialist BMW independants for that very reason.
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      07-01-2022, 06:07 AM   #4
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loan cars are in short supply at the moment
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      07-01-2022, 06:33 AM   #5
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Shocking service regarding the MPPSK setup I would speaking to the dealer principle to understand how this could have happened as surely the VIN needs to be entered to order the parts. Looking at the bright side you should be able to negotiate a significant discount on the install.
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      07-01-2022, 06:34 AM   #6
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Quote:
Originally Posted by Alscoob View Post
In my experience, unless they are selling you something they are pretty poor, but not all are the same as stated above.
I think the only time you get a good experience is when you buy a NEW car, and preferably with lots of £££$$$$

I am currently having a terrible experience buying used car, maybe it was too cheap for them to really care. Lied 6 times that car is ready for me to collect when it still wasn't. Told me finally that the car was properly ready, so i trekked 200 miles from London to Leeds BMW to find that the rear lights had a crack and had water in it, and the replaced interior trim wasn't attached properly.

Speaking about the ordering the wrong part thing, they also pulled that out for me too "someone" ordered the wrong trim, etc etc- delays delays delays.

Can't say i had better service looking at other cars too (non BMW and also non approved use) , everyone are just either blind, want to sell crap to customers, or they just don't care about service .
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      07-01-2022, 07:07 AM   #7
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I use Barons BMW in Watford and the branch in Tring for my servicing and haven't experienced any problems with either.

Loan cars in general are as rare as rocking horse teeth.
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      07-01-2022, 07:13 AM   #8
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Quote:
Originally Posted by andyb313 View Post
the parts aren't in because someone ordered them wrong, and they'll be in within 5 days
Most places in the UK can get deliveries in 24h and it is around a four hour job to install the MPPSK , why the five days is the question i would be asking them.

Their fault so it is their problem to get sorted ASAP.

K
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      07-01-2022, 07:19 AM   #9
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Main dealers are all as bad as each other IME.
I had the pleasure of dealing with my local BM franchise recently, as I had the MPPSK fitted. Service 'adviser' was miserable and apathetic. I ordered some side decals from the parts lad when ordering the MPPSK. They were not there when I picked the car up, so had to chase them. Luckily the parts dept were still there so it was sorted, eventually.
Got home and noticed the left exhaust tail pipe was not sitting centrally in the diffuser cut-out and they had left most of the protective plastic on the new silencer, which was starting to melt. I had to get under the car and sort the tail pipe and spend 20 mins peeling the fused plastic off. Other than that it was great fun.

I have had dealings with many makes' franchised dealers as I had lease cars for 20 years. My local Mazda dealer tried to sell me new tyres on a first service, as there were a couple of tiny stone marks on two tyres. Same dealer had no record of my service booking (twice).

As for my local Merc dealer, they were just downright terrible and made prices up as they went along. Always seemed more interested in telling me about the free wi-fi and coffee machine than actually doing anything to the car.
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      07-01-2022, 07:29 AM   #10
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Quote:
Originally Posted by GOF_430d View Post
I use Barons BMW in Watford and the branch in Tring for my servicing and haven't experienced any problems with either.

Loan cars in general are as rare as rocking horse teeth.
I've used Tring twice for servicing and found them to be crap. Never going back there again even though it's only down the road. Also used Barons in Watford who were OK.
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      07-01-2022, 07:43 AM   #11
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It's £199 for a diagnostic at my local north London BMW dealer... And on that note, I sent my E91 325i for a diagnosis 3 months ago regarding a potential injector issue and the service advisor explained that they found various old faults, cleared them and then updated the car's software (seemed to take a few hours). They kept the car in overnight in the workshop and tested again the next day and found no issues and the car was indeed running spot on. I went to collect the car ready to pay £199, but the service advisor commented on what a nice example the car was and that as he found no faults he wouldn't charge me. I think I'm still in shock... Appreciated that gesture and also appreciate that that is not what normally happens at main dealers!
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      07-01-2022, 07:52 AM   #12
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Quote:
Originally Posted by Kendo67 View Post
Most places in the UK can get deliveries in 24h and it is around a four hour job to install the MPPSK , why the five days is the question i would be asking them.

Their fault so it is their problem to get sorted ASAP.

K
Yeh he said to me in all honesty it will arrive sat morning and there wont be time to fit so will have to wait monday. They've offered delivery of whatever loan car they can find until then but im still not happy, a simple phone call on the morning , or the day before saying the part isnt in could have prevented the issues!
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      07-01-2022, 08:21 AM   #13
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Update: After a lot of speaking with BMW they are delivering me a hire car now to see me through till monday and taking £200 off the MPPSK bill (which was already price matched)

While unhappy with the experience still i think that is a fair enough resolution!
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      07-01-2022, 09:09 AM   #14
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I hate them. Last time i was there, i was arguing with a service advisor for 20 minutes after they told me the discoloured black plastic fins on the front wing of our G02 were due to 'Chemical Damage' that i caused.

When questioned who had chemistry knowledge and what chemical it wast they just looked blankly. They flat out ignored the other big bits of black plastic i presented to them like the vents, grilles, bumper and boot that had not discoloured. They then tried telling me sun damage would only be one sided until i reminded them that both cars and planets actually move so the sun doesn't just hit one side of a car.

I ended up just having some fun with a professional but raised assertive voice to share this joke to all the other 10 customers present. I was astonished that they were so stubborn in denying a £100 warranty claim to the loss of a customer, the scene that was made and the multiple 1* reviews they received.
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      07-04-2022, 11:08 AM   #15
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Update 2: Called today to say the exhaust is on but the guys wasn't aware of the remap and doesn't have time to finish the install today.

Cant believe what a mess BMW is supplying their own product!
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      07-04-2022, 11:34 AM   #16
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Quote:
Originally Posted by andyb313 View Post
Update 2: Called today to say the exhaust is on but the guys wasn't aware of the remap and doesn't have time to finish the install today.
What a load of BS , the remap part takes 20 mins.

When mine was in for a service they updated something on the car and the MPPSK remap was deleted as was confirmed by the power / torque gauges showing standard numbers, they tried to blame the installing dealership for not updating the database to include the remap . Once i explained it was them that installed the package they took the car back into the workshop while i waited and added the remap part of the package.

When you get the car back make sure there is not a knocking noise from under the car as the new exhaust comes pretty close to certain parts of the underbody , mine had to go back in so they couldn`t fix it a second time , i ended up getting it right myself.

K
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      07-04-2022, 11:58 AM   #17
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Quote:
Originally Posted by Kendo67 View Post
What a load of BS , the remap part takes 20 mins.

When mine was in for a service they updated something on the car and the MPPSK remap was deleted as was confirmed by the power / torque gauges showing standard numbers, they tried to blame the installing dealership for not updating the database to include the remap . Once i explained it was them that installed the package they took the car back into the workshop while i waited and added the remap part of the package.

When you get the car back make sure there is not a knocking noise from under the car as the new exhaust comes pretty close to certain parts of the underbody , mine had to go back in so they couldn`t fix it a second time , i ended up getting it right myself.

K
Thanks Will make sure i really check it over as don't want to be going back, to be honest i wont be taking the car here ever again. Will argue with them tomorrow and ask for further discount
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      07-04-2022, 03:41 PM   #18
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Never had an issue with BMW servicing and repairs until recently.
I have found they try to flog you tyres and mark them as dangerous when they have 3mm on them.
I get 3mm is the recommended time to change for grip etc.
Told my sister her car would fail a mot because of dangerous tyres, 4mm inner wear and outer at 2mm.

She told them to bugger off and mot the car at a tyre chain who passed it. No advisories even.
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      07-05-2022, 03:06 AM   #19
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To be fair I had decent service from Vertu BMW York last week & even the price for my brake fluid change was cheaper than the estimate but I have also had shocking service from them & Vertu Malton in the past.

I think shocking service in all fields of life is the norm now, the train company I work for provides a bad service to their passengers, I had 5 items of bedroom furniture delivered last week & 2 were damaged & they still haven’t got back to myself in a week about it, I could go on all day about the poor customer service I’ve had in the last year or so!
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      07-05-2022, 08:49 AM   #20
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I was shocked at the local main dealer today , went in for the 24m brake fluid change and the obligatory "standard scope" iDrive update.

Nearly fell off the chair when i was presented with the final invoice , everything included -

£70.

Wont be going back there again , too bloody cheap and now i have nothing to moan about

K
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      07-05-2022, 09:04 AM   #21
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Quote:
Originally Posted by Kendo67 View Post
I was shocked at the local main dealer today , went in for the 24m brake fluid change and the obligatory "standard scope" iDrive update.

Nearly fell off the chair when i was presented with the final invoice , everything included -

£70.

Wont be going back there again , too bloody cheap and now i have nothing to moan about

K
i tried to book this online and they have added a disposal charge of 15 quid and also the 20 quid standard scope. So 103 in total. Left it and going to a BMW specialist who can update the idrive.
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      07-05-2022, 09:48 AM   #22
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Update 3: collected the car today, and i'm no longer mad.

MPPSK was well worth it and loving the car so much more now
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