Is this acceptable for a brand new BMW?

[Mamba]

And Mamba... There is nothing worse then being called by the CEO of BMW for something you didnt realise was wrong. I assure you. You do that to me and I will simply hand you over to another person who will give no hesitation in being the most unhelpful person ever. The solution to things like this is not always to go to the top first. I find your approach immature and unnecessary. And yes. I have read your threads.

point is, if I buy a NEW car I expect a NEW car, not a fixed up car

if I take my car under motor plan to BMW and do not get the service expected and I complain like hell and does not get reaction do you still expect me to keep quite? and please contact me in one of my own threads if you want to take me on

to original poster, my advise, if you do not get joy from the dealer contact the CEO

 

[Mike1]

Oh... And I love how quickly the members of this forum forget that if it was not for these "hellbent" dealer you guys with second hand BMW's would not have a car right now.

I think that the public needs to spend a week in a dealership to understand just how crazy things get. Mistakes happen and funnily enough... For every 10 happy customer's there will be one car that slips under the radar.

I also love how we are all blaming the dealer. Now I mean no offense and I am not shifting any blame...

But have you ever paused to think about how badly a customer can screw up a deal for himself? Rushing the salesman, rushing the valet company and in turn rushing the whole process just to get your car. Some info:

PDI - 4 hours. Can be done in 35 minutes if rushed and if software needs no reprogramming.
Prep - 3 Hours. Can be done in 45 minutes. Thats a polish, wax, vacuum, scotchguard and trimmings etc etc.

Etc etc etc. I can go on.

So before we all scream "useless dealer", lets please remember that often the customer can be to blame for ruining his own experience by not listening to his sales person and rushing the process's.

Just saying. (Not taking any responsibility from the dealer though).

Mike

 

[herr bmw]

now guys lets calm down,take a deep breathe,i understand it from a buyers point,but never realised it from a sales persons view,minimike19 has got a valid point and is giving good advice.

 

[Mike1]

point is, if I buy a NEW car I expect a NEW car, not a fixed up car

if I take my car under motor plan to BMW and do not get the service expected and I complain like hell and does not get reaction do you still expect me to keep quite? and please contact me in one of my own threads if you want to take me on

to original poster, my advise, if you do not get joy from the dealer contact the CEO

Mamba.

I completely agree.

Please remember that as I mentioned above. If you go in guns blazing. The person you are dealing with (Unless he is a truly loyal and proud employee of which most are not) will simply fob you off and hand you to the next person whilst bad mouthing you. This is human nature. Nobody likes confrontation.

I am not implying you did this but often things are misinterpreted and it gets out of hand as I am sure is the case with your query. Chances are that BMW has a solution but are simply to scared to call you even though I am sure you are a perfectly wonderful person. Its human nature and I agree - this isnt acceptable but in a dealer there is so much good and bad happening that sometimes things just go mad. I cant explain it. It just happens.

I dont want to take you on as your complaint is valid. For those who think the CEO doesnt care... Hehe... He does... Many agents I know have had personal calls from him to sort out complaints. (Scary as sh*t).

Keep at it Mamba. It will be resolved. For now though - Dont forget that you drive a BMW. And that is why we are all here.

Mike

---

Just to add... I delivered a brand new Cooper last week and whilst showing the customer the sunroof the mechanism decided to jam. Crack the glass. Bend the rods and jam.

We are all pedantic in the service and experience we offer. But sometimes we can be just as surprised as you are when we notice something wrong.

Ok... Done preaching now.

:spit:

 

[moranor@axis]

lol mike "get out my showroom and come to me when you are willing to treat me as a human being and not an animal."

id go out get a stick and start beating you with it

but i agree totally with you... i always in this sort of situation approach the person with respect and give them a chance to make up for it... if that person then gives me a hard time all hell breaks loose

 

[Bruce]

No Ways,go straight to BMW South Africa make a fuss and tell them you want a loan car until your new one arrives.

 

[Mike1]

100% Agreed Mor.

If you give them a chance or maybe even two - And still dont win.

Then its war.

Mike

 

[rick540]

"You do that to me and I will simply hand you over to another person who will give no hesitation in being the most unhelpful person ever"

Dude come on, that's a little harsh. To you these new cars are possibly just objects to us they are about four years annual salary.

Any consumer has a right to get a new undamaged car when he buys a new one and not a repair deal. If shit happend before delivery it's dealer shit and not the buyers fault or the "mechanics" who cannot do a PDI properly is NOT the customers fault.

I have the greatest respect for the job you do, and I can only begin to imagine the crap that must be thrown at you.

So before you get your back up, think about what it takes for an individual to even posess a car in todays economy, and if he has some toys to throw, so what, go get a thicker skin, and deal with it.

 

[Mike1]

Hey Rick

I think you have hit the nail on the head.

To your everyday "its a job" BMW employee this:

Dude come on, that's a little harsh. To you these new cars are possibly just objects to us they are about four years annual salary.

Is exactly how it will appear. I must say that I am not of this mindset. I believe in the value of a car and the worth it has to a customer. Unfortunately not everyone is the same. Its a pity though.

Any consumer has a right to get a new undamaged car when he buys a new one and not a repair deal. If shit happend before delivery it's dealer shit and not the buyers fault or the "mechanics" who cannot do a PDI properly is NOT the customers fault.

I never said it was at any point the customers fault and of course. A new car is a new car, not a damaged car. I did however mention that sometimes even botch jobs from the factory in JHB can go unnoticed. The PDI does not require a mechanic to check the paint of the vehicle. And no mechanic who is pushed for time will bother checking if he does not need to. Admittedly I am fortunate to work with some of the best MINI Technicians in the country and I appreciate that they are pedantic in this way.

I have the greatest respect for the job you do, and I can only begin to imagine the crap that must be thrown at you.

Thank you. Its worth it though. I get to spread the love for MINI and BMW. Whoop!

So before you get your back up, think about what it takes for an individual to even posess a car in todays economy, and if he has some toys to throw, so what, go get a thicker skin, and deal with it.

Agreed it is a small miracle. But why throw toys when acting in a mature manner will get you the same results and no doubt twice as quick? It just makes more sense to me and trust me.... Your salesperson will appreciate it.

Oh... If the salesman accepts he knew about the damage. Then please "Skiet die blikesem" as he is making my name gat.

Mike

 

[rick540]

Mike I agree it is a very awkward one, and South Africans are terrible toy throwers at the best of times.

I remember the only brand new car I bought, I really appreciated the salesman going over the car in bright sunlight with me looking for anything and everything before I took delivery.

Why, well because I knew when that first dent happened it was my fault and not theirs.... but yes you must come across more than your fair share of chancers.

Ignore me today, I'm just grumpy after work lol.

 

[///M Individual]

Ask for a new car! That's unacceptable.

 

[babyboss]

bgt a new merc c200cgi for vrou & on the dealer floor noticed a sml dent on lhs door !!
salesman was surprised - says Will be sorted out 2morow !!
anyway get home & notice no cupholder fittings in car call him & says same as above !!
Nothing been done 2 date ..
call him 2day 2 let him know permit expiring 2m 17/03/2011 & says again .. Will be sorted out 2morow
eish dont know which 2morow world time his living in !!
but let my head spin then i'll knock the daylights outa his 2morow :hammerhead:

 

[m3nace]

Thanks for the advice Mike. I do understand your plight as I deal with our sales staff quite closely as well. What really gets me worked up is that these guys keep on promising me that they will advise me what is happening as they are liaising with the regional manager and they never, ever keep me in the loop. After speaking to them very nicely yesterday morning, they promised me that I would have an answer by the afternoon. I have not heard from them since....

 

[Mike1]

Hey there

I ran the VIN.

The car had a PDI but there is no claim or comment history at all on then car.

Therefore you now have two options:

1. The damage was done pre dealership and repaired pre dealership therefore meaning that your dealer is just as upset as you as they were no doubt not aware of the damage.

2. The damage occurred at the dealership and was not repaired by an approved BMW Panelshop.

In the case of point number 2 this is very serious as technically your Motorplan is actually voided because of this. Raise this issue with the person assisting you and insist your dealer makes the necessary compensations.

Oh - Please do not mention me at all. I am risking my @ss here to help others.

Mike

 

[Sankekur]

I have to say I agree with what mike is saying, going and throwing a big tantrum will not solve anything it will only make things worse.

Even though the dealer is agreeing to fix this, I would not accept this, and would rather insist on a either a new car or a full refund, the reason for this being: The moment they fix the car or send to have it fixed it will be on the service record of the car and that will me your car will be worth even less second hand than it would have. The moment BMWs are out of motorplan they are only worth about R2.50, but you still don't want yours to be worth only R2.30 due to no fault of your own.

 

[MikeR]

:wave: Mike I agree partly with you but the onus falls on the dealer who is supposed to do a pre inspection before delivery to the client and he the hold responsibility for handing out damaged goods - that is not supposed to happen - and what happened to the Customer is always right.

If a customer is screaming and shouting he has all rights to be as he was dealt a dirty deal.
And saying things like you would get someone to sort matter out otherwise on a public forum is not on mate....please retract.:slap:

We all know that there are the correct channels to sort it out but when a person is upset its not easy to control one self, especially when paying so much for things these days.

Its unfair for dealers to expect to pass on something like this to an unsuspecting buyer no matter who he is.

And I hate Forsdick Sandton BMW with a passion....:cursin: but I wont go there. And I will never go there again.

AndMike - U should have rather PM'd that info :mmm: u dont know whos watching.

 

[Mike1]

MikeR

Thank you for the post.

Wavey Mike I agree partly with you but the onus falls on the dealer who is supposed to do a pre inspection before delivery to the client and he the hold responsibility for handing out damaged goods - that is not supposed to happen - and what happened to the Customer is always right.

The customer is always right is completely true and correct. However it isnt what you do but how you do it. If you treat me with disrespect you cannot expect me to treat you differently in return. Irrespective of the situation or circumstance. Please also notice that the PDI does not involve a paint inspection - Certainly not when the mechanics are expected to service 60 BMW's and 30 MINI's daily. They do not have the time.

If a customer is screaming and shouting he has all rights to be as he was dealt a dirty deal.
And saying things like you would get someone to sort matter out otherwise on a public forum is not on mate....please retract.Slap

You are making a statement with absolutely no valid proof. The customer has full rights - But I dont feel that he was dealt a dirty deal here. BMW dealers comply to extremely strict procedures. No comment was made of any repair on the vehicle. Therefore the repair was not done by a BMW Panel Shop. Should (as I have suggested the OP does) an investigation be opened into why there is damage with no history I can assure you that several people will lose their jobs. It is that strict. In the context of this issue I am sure the dealership was not even aware of the issue. These cars go through so many quality checks before deliver that we truly do not expect to be surprised by a defect this bad.

I am also trying to show you the general mindset of ANY employee that has no pride. This is a universal issue not a BMW problem. I will not retract my statement as I want you guys to realise that in a dealership of over 100 staff it is very easy to make my problem someone elses and by causing a huge fuss you are bringing that upon yourself. I am not of this mindset as I love what I do. However - The reason this things drag on is because it is constantly passed on and nobody is willing to take responsibility.

We all know that there are the correct channels to sort it out but when a person is upset its not easy to control one self, especially when paying so much for things these days.

This is because media, society as well as poor social skills tends to make us react this way. Humans are not rude from birth. Through the people we meet and the books we read and the experiences we are exposed to we become this way. Because of the responses in this thread M3nace could possibly have been spurred on to make a fuss and get aggressive which as I have said. Its not on and it will not get you anywhere. Or he could deal with it like the adult he is. If no win - Then I suggest you take it to the dealer principal. Not solved? Then go ape on everyone and everything.

Its unfair for dealers to expect to pass on something like this to an unsuspecting buyer no matter who he is.

Agreed- But if there is an issue. Lets deal with it.

AndMike - U should have rather PM'd that info Icon9 u dont know whos watching.

I agree. I should have. But I want you guys to realise I am being genuine and not simply siding with the dealership because I work for one.

Please understand. I am not defending the dealership. I am merely trying to give you guys a different perspective and help M3nace with his problem.

Mike

 

[prospect]

I would take the car back and cancel the deal. Damage on a new car is unacceptable.

 

[Don86]

This all falls down to setting customers expectation and education, If you take the time to do both you generally don't have toy throwing.


Also how often does the "Being nice" approach work? Not often in my experience. I can count on one hand!

 

[MikeR]

Mike just remember when you get a product that has not been correctly checked by quality control and they dont want to replace it for you - dont get upset and just accept you win some and loose some.

Its the attitude that we as South African have come to expect and and have had to except :thumb: so none of us can complain about anything that is wrong in our country.

OH Mike :wave: - dont get me wrong not picking on u - but the system that has been created with poor client service in this country and the mindset that has become of it.