questionable service smg canal walk

[bmwforlife]

So the e36 M3 is at smg for the replacement of the following;
1)fuel relay
2)starter
3) Discs and pads all round

Firstly all the parts come ex germany which takes 5 weeks . Why does the ox take that long to drag it over ?
Secondly when its here our service consultant first says it would be done wed , then thurs morning then the afternoo then Friday . So I strip and mail the dealer principal and chop chop everything speeds up my car will be done at five today and so sorry blah blah blah

question is why did I have to lose it first ? A singuar lack of urgency

Anyone experienced same

 

[freerider]

Strange, I've only ever had great service there. Is this the Dakar yellow?

Sent from my GT-I9100 using a de-tuned F1 engine.

 

[Jandre]

I had a formula 1 service done on thursday and was very happy.

 

[Philip Foglar]

I had a bit of a mishap with SMG when my car went in for service, but they were more than willing to help out and sort things out, and in a pleasant manner - so I will take my car to them in future. But, do not, I repeat, do not take your car to Forsdicks Tygervalley - they take the cake when it comes to bad service and no willingness to help. So they will never see any of my cars EVER!

 

[rick540]

They just won some or other award, heard it on the radio.

Problems will happen in any business and I think what's important is not the problem itself but how they attempt to deal with it at the end of the day.

 

[Philip Foglar]

They just won some or other award, heard it on the radio.

Problems will happen in any business and I think what's important is not the problem itself but how they attempt to deal with it at the end of the day.

Precisely! SMG realised my frustrations and did all they could to make things right, which I do appreciate. And by the end everyone was smiling which is also great!

My recent experience with Forsdicks was the absolute and complete opposite - and their excuse, they apparently have an 80 or so car per day turn-around. So it's evident from my experience that they are more interested in quantity work than any form of quality, and they seem to be have no concern about being blatantly rude and unhelpful, even and in particular when they have made so many mistakes to begin with.

Yes, SMG was voted best BMW dealership in the Western Cape for 2012. :thumbs:

 

[Raybimmer]

Every dealer having this number of vehicles through their system daily will have unhappy customers sooner or later . The quality of the management will make the customer stay or go . The extra mile walked by the dealer is a good advert for them , they are after all just doing their job and communication is often the cause of a bad relationship .( No I do not watch Dr Fool )

 

[pi328]

SMG scratched 3 out of 4 wheels when I asked them to install new discs and pads. Wheels were refurbished 3 weeks before that appointment so they were the first people to touch them after the refurbish. 2 weeks later and I'm still waiting for the service manager to contact me to organise to have them fixed.

 

[Philip Foglar]

SMG scratched 3 out of 4 wheels when I asked them to install new discs and pads. Wheels were refurbished 3 weeks before that appointment so they were the first people to touch them after the refurbish. 2 weeks later and I'm still waiting for the service manager to contact me to organise to have them fixed.

Sadly that was similar to what happened with my car! Wheels were near perfect when I took the car in and the car itself was spotless - two wheels ended up with loads of small chips and scars from careless treatment, and the engine cover got scratched. The handbrake was incorrectly adjusted and began to bind while I was driving along the N1. But, they sorted out the engine cover and replaced the rear disks - I told them that I am not so concerned about the wheels because to be honest, TWT scratched one of the affected wheels when fitting RFT's a month or so earlier, hence I pointed those specific marks when the car was inspected at service drop-off.

At the end of the day, they were sincerely apologetic and did as much as they could to put things right and accommodate me. Mistakes are made and mistakes happen, how you deal with it is where the difference comes, and they redeemed themselves as far as I am concerned! :thumbs: