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Thread: dealer woes

  1. #16
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    Quote Originally Posted by glenfiddich View Post
    My local dealer is one of the most deceitful human beings I've ever met. Only OEM parts will work with BMWs, you know. My Jesse bags will break my legs. My Stebel horn will short out the entire electrical system. My Pivotpegz will snap off if I stand on them, etc. And when I sourced those accessories elsewhere and installed them myself his comments were among the most vulgar and dismissive I've ever heard!

    Lord Farquaad can keep his attitude. I ride three hours south to Max BMW where customers actually matter. Come to think of it, from New Brunswick to down to South Carolina, and west out to Oregon I've always been treated well at Beemer dealers, with the one local exception...
    I have the same problem with my local dealer and I've found sending an email to the lovely service "mangler" and cc'ing his boss helps quite a bit. You wouldn't believe the crap that comes out of this guys mouth. Warranty means nothing, they try to weasel out of repairing for free as hard as they can. His famous line is " we must do all the mandatory BMW service first , as a base, then look at the warranty issue" He doesn't trust that I do the work myself. I tell him the bottom of that invoice better have a zero on it or we're going to have an issue. You have to be as big a bully as they are, unfortunately.

  2. #17
    Registered User lkchris's Avatar
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    Some dealers are unquestionably bad, but it's useful to remember that life's a self-fulfilling prophecy, i.e. if you expect them to treat you badly, they will.
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  3. #18
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    Quote Originally Posted by lkchris View Post
    Some dealers are unquestionably bad, but it's useful to remember that life's a self-fulfilling prophecy, i.e. if you expect them to treat you badly, they will.
    In general , and in the normal world, I agree with you. People tend to treat you the way you treat them. BMW has a whole micro culture of their own. The dealer is not entirely to blame as the head office provides them with resistance on warranty claims. I know this for a fact. On top of that, they make less money on warranty work than out of warranty work. If BMW was smart, they would be very lenient and supportive during the warranty period. Makes for good future business. Due to experiences with their car division, I will never, ever buy another one of their cars.

  4. #19
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    The dealer that he's complaining about (frank, yes?) can be a real yutz, regardless of what one might expect from him.
    Ride Safe, Ride Lots

  5. #20
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    Regardless of dealer performance and whether you like them or not or how far they are away....there are a few items that I will never buy at a BMW dealer. Tires and batteries are definitely among them. In today's time of heavy competition brought on by the internet, there are a huge amount of different sources for these products and they don't have to be on-line, necessarily.

    Are you buying your batteries and tires for your car at the dealership you bought the vehicle from??

    I do agree with a previous poster about the perceived advantages of a Shorei Lithium-Iron-Phosphate over a premium battery, like an AGM, and their significantly higher price. I have not found a way to justify it.

  6. #21
    Ponch ponch1's Avatar
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    Quote Originally Posted by shymes View Post
    AKBeemer has it right: resolving disputes is best, even though hard. I'm faced with a strong lack of trust in mine, so I'll take extra effort to make sure we communicate clearly.
    or; I'll just have to travel so much that all my service is done on the road - as one of those travelers that most dealers tend to try hard to accommodate! ;-) Which raises the issue of familiarity leading to, if not contempt, then taking the patronage of local, loyal customers for granted.
    With 5 dealers in the state, that leaves three others. Colorado Springs, Fort Collins and Grand Junction. I am sure you would do better at one of them.
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  7. #22
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    Quote Originally Posted by lkchris View Post
    Some dealers are unquestionably bad, but it's useful to remember that life's a self-fulfilling prophecy, i.e. if you expect them to treat you badly, they will.
    Service managers/dealers lying to people isn't a self-fulfilling prophesy, but lying and a bad business practice. It sounds like you would rather somehow justify bad behavior through some interesting interpretation of karma. As someone that has worked in auto repair, I can tell you that some are snakes that screw people and they didn't deserve it.
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  8. #23
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    Quote Originally Posted by ponch1 View Post
    It sounds like you would rather somehow justify bad behavior through some interesting interpretation of karma.
    I think lkchris means exactly what he said - "Some dealers are unquestionably bad....".

    I would submit that some customers are unquestionably badder. i.e. Walk in with a crap attitude and a belief than you're about to get ripped off and you will walk out thinking that you did.

  9. #24
    Ponch ponch1's Avatar
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    Quote Originally Posted by BC1100S View Post
    I think lkchris means exactly what he said - "Some dealers are unquestionably bad....".

    I would submit that some customers are unquestionably badder. i.e. Walk in with a crap attitude and a belief than you're about to get ripped off and you will walk out thinking that you did.
    That may be true, but it doesn't excuse bad behavior. "Self-Fulfilling" behavior can be on any side. Lots of times the customers are looked at a certain negative way and it's used as an excuse to screw them. Ultimately, the fish stinks from the head. Employees that do bad things reflect a bad management. Customers may or may not think they are getting screwed, but I would ask, where would this attitude come from? Probably from a bad experience. This shouldn't mean all dealers or shops operate the same way, but with some it does. transparency and operating a dealership or shop with integrity should go a long way in preventing this.

    There used to be a TV commercial where they said an educated consumer is the best customer. Along these lines I would say informed as well. Dealers and shops that prey on customers do so out of the customers ignorance and trust.
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  10. #25
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    Quote Originally Posted by BC1100S View Post
    I think lkchris means exactly what he said - "Some dealers are unquestionably bad....".

    I would submit that some customers are unquestionably badder. i.e. Walk in with a crap attitude and a belief than you're about to get ripped off and you will walk out thinking that you did.
    Depends on your definition of "ripped off" . Is being charged $ 135.00 to hook up a diagnostic tool and read it for 10 minutes a rip off ? Yup. Is charging $60 to install and balance a motorcycle tire a rip off ? Yup. Lets not mince words here, BMW dealers way overcharge for what they do. I try to do everything myself and have an independent do the rest. How long does it take most of us to make $ 135, after taxes ? What makes them deserve that for reading a MOSS-PC computer for 10 minutes ? I can only vouch for my stealer, this may or may not apply to all.

  11. #26
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    Quote Originally Posted by gpw1200 View Post
    Lets not mince words here, BMW dealers way overcharge for what they do.
    OK, enough of the word mincing.

    Can someone please explain to me why, after about 35 years of taking my motorcycles to a variety of different dealers (European and Japanese) I have yet to have an unresolved dispute? Am I just lucky?

    And Ponch, a client with a crap attitude can march right back out the same door they came in. In my business I've instructed staff to NOT deal with certain clients due to the behaviour of those clients. My car dealer now does a walk around of my car when I bring it in for service. Why? Because some customers have tried to blame them for scratches and dents which were there before they brought the car in. Nice.

    This will be my last comment on the subject.

  12. #27
    Ponch ponch1's Avatar
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    Quote Originally Posted by BC1100S View Post
    OK, enough of the word mincing.

    Can someone please explain to me why, after about 35 years of taking my motorcycles to a variety of different dealers (European and Japanese) I have yet to have an unresolved dispute? Am I just lucky?

    And Ponch, a client with a crap attitude can march right back out the same door they came in. In my business I've instructed staff to NOT deal with certain clients due to the behaviour of those clients. My car dealer now does a walk around of my car when I bring it in for service. Why? Because some customers have tried to blame them for scratches and dents which were there before they brought the car in. Nice.

    This will be my last comment on the subject.
    Some people feel they are entitled. May be they should get together with the thieves and liars and write a book.

    What you said demonstrated transparency. I have no issue with an inspection of the car or bike. Take video if it helps. This is a good thing. Everything is up front. Where things get screwed up is when things are left to a blank page where either side can fill in the blanks. Carte Blanche is a bad way for anyone to do business. Expectations have to be managed and a definition of what work will be done, possibly what will not be done and how much it will cost needs to be made clear before any transaction and in writing. Too many times I have seen either side get creative when expectations aren't defined. As long as everything is above board, clear and transparent, there would be much wiggle room for thieves, liars or the entitlement class.
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  13. #28
    Ponch ponch1's Avatar
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    Seems like the OP isn't the only one having issues with BMW: http://autos.yahoo.com/blogs/motoram...163648995.html

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  14. #29
    Registered User tuckerman's Avatar
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    I just had a problem with who I assume is that same dealer in Denver. All I wanted was an oil change, and the valves checked as I was at 6k and 2,000 miles from home. These are things I try to do myself. Next thing I know, they want to change the break fluid, tranny fluid, the whole nine yards. The bike was a month old and I just didn't have anything do with with the used oil, so I figured it was easier for them to do it. I got such a hard time about not having the full service. I told them they didn't need to charge me for new valve cover gaskets, nor the screws that hold the valve covers on. I got the red ass and told it was going on my permanent record. At my shop, when you have the clearances checked, you get a write up about the specs and which were replaced. I got nothing but an attitude and "I guess they didn't change them then". Too bad, it's a nice shop outside of that one guy behind the counter.
    J.R., 2012 RT
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  15. #30
    Ponch ponch1's Avatar
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    Quote Originally Posted by tuckerman View Post
    I just had a problem with who I assume is that same dealer in Denver. All I wanted was an oil change, and the valves checked as I was at 6k and 2,000 miles from home. These are things I try to do myself. Next thing I know, they want to change the break fluid, tranny fluid, the whole nine yards. The bike was a month old and I just didn't have anything do with with the used oil, so I figured it was easier for them to do it. I got such a hard time about not having the full service. I told them they didn't need to charge me for new valve cover gaskets, nor the screws that hold the valve covers on. I got the red ass and told it was going on my permanent record. At my shop, when you have the clearances checked, you get a write up about the specs and which were replaced. I got nothing but an attitude and "I guess they didn't change them then". Too bad, it's a nice shop outside of that one guy behind the counter.
    I wonder if the guy got fired. Seems BMW of Denver is looking for a service manager: http://www.bmwofdenver.com/staff2.asp . Unless of course you guys are talking about Foothills BMW. I have heard good things about Grand Junction BMW.
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