Dealership praise/horror stories

[Mrcloc]

Menlyn Auto

Don't take your car there. Just don't. The new service guy is super slack.

I took my car there for a noise. They replaced the turbo. Noise was still there, they replaced the turbo again. On the second replacement there is a full charge and they still haven't explained to me why it's not a warranty replacement. Car's out of MP, so I did an EGR bypass and the noise is gone.

Before that I took the car in and they replaced the front shocks. This weekend I opened up the bonnet and there were 3 loose bolts above the right shock absorber. I've tightened them now thankfully. One bolt was about to thread itself off. Who knows what else hasn't been tightened / replaced!

A friend of mine takes his 330d there for servicing (not anymore). The car has 200 000 km. The serviced the car which spent the night at Menlyn Auto while they waited for a part. When said friend fetched the car, there was a smell (not good) and there were marks on the rear seat caused by something heavy. It appears someone used the car while it was waiting for the new part.

Same friend's alternator packed up two weeks ago. Car unfortunately went to Menlyn Auto. When the car came back there was a huge wooshing noise. Car went straight back. They didn't fasten 2 new pipes which were hanging in the middle of nowhere.

This is completely unacceptable. I'm going to start a big thing with BMW SA. Hopefully they send my car for an inspection. Please do not take your car there. I'm not sure they actually replace the parts they say they do and if they do they don't put the car back together again. Leo Haese is close by and I hear Midrand is fantastic with their servicing.

 

[Mrcloc]

hi...

Northcliff BMW...
called me to fit a part ordered by the previous owner. fit the part and they give me back the car dirty... interior - light grey in pristine condition, now has grease finger prints, mats are stamped with workshop boots. complain to the lady I'm dealing with, they send it to the wash bay, get the car back in 40 minutes, and what do you know, interior exactly as I got it.

after reading the other bits on this post, i know mine is a small complaint, but just thought I'll let the guys know.

My freakin kids respect the car more than the people at BMW.

I sent my complaint to BMW before reading here, so I"m not expecting much anyways

That sucks! I hope the dirt becomes a thing of the past and the pristine condition it was in is is restored easily. And welcome!

 

[akes27]

whats the opinion on zeemax these dayz? I need a repair job done on my cooling system so im phoning around for quotes in the cape town area.

 

[madness_inc]

whats the opinion on zeemax these dayz? I need a repair job done on my cooling system so im phoning around for quotes in the cape town area.

Give Garage 808 a call as well

 

[3V0M-WP]

Go to Garage 808.

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[akes27]

So today my good experience at SMG turned into a bad experience. Did an oil change and inspection I. Last time I serviced they called me about my broken bulbs to ask about replacement. No luck this time. It's about time I learn this DIY stuff. Then the repair quote labour inflated by R1500 between the estimate and today. So no repair[DISAPPOINTED FACE]. And to further pi$$ me off I get home to see that my back pillars have not been put back properly. The one was hanging away from the body and the other was coming out as well. My license disk holder with my current license was laying on my dash as well. The other sticker was hanging on for dear life.

Edit: added pics

 

[3V0M-WP]

Where did you take it to?

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[akes27]

Where did you take it to?

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Damn Smg [POUTING FACE]. I'll update my post with some pics. Going to garage808 to do my repair. Was there today. Vibe is good. A good mechanic is needed with my e36 I reckon.

 

[3V0M-WP]

Akes, I was at SMG just now chatting to the dealer principal.

They said that the car wouldn't have left their premises without doing an inspection of the car with the vehicle owner, when the car is ready for collection after its service/repairs.
They said that they would have seen the panels being loose and license disc hanging before or during the inspection/service, and would have fixed the 2 problems before handing the car back to its owner.

 

[akes27]

Akes, I was at SMG just now chatting to the dealer principal.

They said that the car wouldn't have left their premises without doing an inspection of the car with the vehicle owner, when the car is ready for collection after its service/repairs.
They said that they would have seen the panels being loose and license disc hanging before or during the inspection/service, and would have fixed the 2 problems before handing the car back to its owner.

So I managed to do that on the way to the mall and then going home from there? Why on earth would I do that to my own car? Who wants to see their car like that? I didn't even email them about since I'm done with them. This is not about the money. I don't want anything to do with them now. Had my repair at another place and couldn't be happier.

The attitude of that Tyler is bad though. I Adkins him why I wasn't called about the burnt out bulbs and all he could muster was 'I don't know'. I'm worse than a pi$$ed off customer, I'm an indifferent customer now. Couldn't care less about them and what they did. I'll get it fixed somewhere else.

I caused the damn damage? Pi$$ poor form but fits in perfectly with my experience with them this week.

 

[Screamer]

Shout out to Vicky Cotter at Kunene BMW Sandton! Very professional saleswomen. :thumbs:

 

[Nemo]

Club motors randburg Sucks.

I purchased a vehicle from them 2 months ago and I have been having endless issues with it, they move like sloths to get shit done and ontop of it I have no found out that my vehicle has had a host of spraywork throughout the body that I was not notified of.

The car was there for two weeks for a gearbox whine, they replaced the frikken power steering pump and the whine is still there. Its been there twice coz the car pulls heavily to the right and absolutely nothing. The dealer principle is just as clueless as the rest of the guys there.

These guys are a bunch of cakes.......

 

[anton-sa]

one word QC = Quality Control, in the manufacturing industry, a product gets put through a battery of tests and visual inspections before its deemed fit for delivery or distrubution.

I cannot fathom how these mullets (all the dealers mentioned) cannot take the time to test / proof / inspect their own work... its knucklehead stuff most of the time.

always time to do the job twice, never time to do it once RIGHT The first time. :yuck::fishwack::argh:

 

[Iceman007]

Akes, I was at SMG just now chatting to the dealer principal.

They said that the car wouldn't have left their premises without doing an inspection of the car with the vehicle owner, when the car is ready for collection after its service/repairs.
They said that they would have seen the panels being loose and license disc hanging before or during the inspection/service, and would have fixed the 2 problems before handing the car back to its owner.

So I managed to do that on the way to the mall and then going home from there? Why on earth would I do that to my own car? Who wants to see their car like that? I didn't even email them about since I'm done with them. This is not about the money. I don't want anything to do with them now. Had my repair at another place and couldn't be happier.

The attitude of that Tyler is bad though. I Adkins him why I wasn't called about the burnt out bulbs and all he could muster was 'I don't know'. I'm worse than a pi$$ed off customer, I'm an indifferent customer now. Couldn't care less about them and what they did. I'll get it fixed somewhere else.

I caused the damn damage? Pi$$ poor form but fits in perfectly with my experience with them this week.

I know the feeling. I was thier at SMG a week ago to buy some parts, and I saw that .......hole. He was a foreman and Now promoted to Production Manager and I am not allowed to mention his name and imediately my blood boiled. Stay away from SMG Cape Town guys. I have warned you guys sooner or later if you keep going thier you will learn the hard way like I did. It seems to me all the rejects get promoted there at SMG. I dont trust them with my Car or my life.

I must admit they have a very helpfull parts department and i give them 10 out of 10. they realy do try to help the customers. So for parts you can go there

 

[Iceman007]

OK

I have been contacted by SMG Cape Town in connection with my ordeel about 2 years ago as mentioned. They Apologised for what happened. I was surprised after 2 years and seems to me they are starting to care about their customers. And they would like to resolve this issue because they are loosing customers and I am contributing to that :fencelook:

Well I said to the Service Manager it's not his fault and the man that caused all this should apologise for his behaviour and that's how we learn from our mistakes.

I suggest if they do make a mistake then please own up and apologise and fix the mistske. Yes remember there are people that take chances or try to take advantages of situations and I also understand their point of view. So remember there are 2 sides to a story.

So let's give SMG a chance again and give them a chance to return to there good service they had in the beginning when they opened.

So let's see how it turns out :thumbs:

 

[DieselFan]

Haha that must have come as quite a surprise. I have been hearing about shit service from Smg on and off the forum for awhile now. It's about time they do something about it.

 

[3V0M-WP]

Interesting.

I've always had good service from them in all their departments except the wash bay downstairs. The car got damaged twice while getting washed

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[Iceman007]

Haha that must have come as quite a surprise. I have been hearing about shit service from Smg on and off the forum for awhile now. It's about time they do something about it.

Jip it was a real big Surprise I must say. And it also goes to show how much damage bad publicity can do. I am a reasonable man and understand mistakes can be made. I’m also in the technical field in Aviation and there is No room for mistakes but you do get Human Factor(Errors are made).
If he's approach was different then the outcome would be different. It just shows you how much damage one individual’s approach towards a customer can be to a Company.

So
1. Keep in touch with your Customers
2. If a customer lodge a complaint respond to it don’t just ignore it.
3. This is a big one: You phone to find out about your BMW and get hold of No one :yuck: Then you leave a message and 2 hours later still no one has replied :yuck: Please please this is the worst thing you can do to a customer and the same goes for point number 2 above.
4. If there is a Bad apple in your company then fix him and put him on the right track.( If a mechanic brakes something or forget to put back parts then Take that individual with you to the customer and put him in the hot seat and let the customer yell at him, believe me your mechanic or appy will try not to do it again :fishwack
5. And this statement Carbon 130 is not ON!!!! "They said that the car wouldn't have left their premises without doing an inspection of the car with the vehicle owner, when the car is ready for collection after its service/repairs. They said that they would have seen the panels being loose and license disc hanging before or during the inspection/service, and would have fixed the 2 problems before handing the car back to its owner"

This statement is like telling a customer you are lying and talking Sh.....t. Choose your words wisely and First investigate before making such Statements! Anything is possible I personally have collected my Car at SMG when they did my gearbox mechatronics on my then 325i with grease fingers on my side pillar and my gear surround not put back correctly. They do skip this sometimes you don’t know what the situation was at the time(short staff, closing time, rush of customers, etc). Yes I did not make a fuss because I was in Hurry and I realise that I signed for my vehicle. So now I always inspect as far as possible when collecting my car.

Just some advise and opinion

As for the Wash Bay Carbon130i please avoid them. I personally avoid them because back in the days they also damaged my e46 at Auto Atlantic although they fixed it its just a hassel. I avoid it and put a note "Please do not wash". Im not Lazy and wash my own car

 

[DieselFan]

Interesting.

I've always had good service from them in all their departments except the wash bay downstairs. The car got damaged twice while getting washed

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I'm sure there are lots of good experiences had at smg and it's the bad we tend to hear. Having a good relation with the dealer or workshop you are dealing with goes a long way in the service you receive. However you must remedy the bad as one shouldn't have to feel like they're playing the lotto when sending their cars in.

 

[Iceman007]

Interesting.

I've always had good service from them in all their departments except the wash bay downstairs. The car got damaged twice while getting washed

Sent from my SM-G900F using Tapatalk

I'm sure there are lots of good experiences had at smg and it's the bad we tend to hear. Having a good relation with the dealer or workshop you are dealing with goes a long way in the service you receive. However you must remedy the bad as one shouldn't have to feel like they're playing the lotto when sending their cars in.

Yip nicely put in Short :thumbs: