[chillindrdude]

My unsatisfactory experience (today) at Passport BMW

I want to make the disclaimer that my only prior experience with "premium" vehicles was with Audi. I had a 2010 S4 which was primarily serviced at Audi Silver Spring. All of my comparisons are from my experience there.

I made my appointment 1month ago (for today) for my 1200 mile break-in service. Booking process at the time was smooth, I got the time I wanted due to the in-advance notice.

I show up today at my appointed time, 7:30. My SA was cordial, however, lacking the collegial, friendly demeanor with my Audi SA. At no point during the booking process did he ask if I had any questions about the service being performed today or give me an estimate time of completion.

He tells me to proceed to the Loaner car desk. The lady there basically ignored me. Her co-worker sitting next to her realized this, and asked if he could help me. And to my dismay, he stated that there were no loaners available. He sent me back over to my SA to get a slip for Enterprise.

Luckily the Enterprise desk is onsite, but I had to provide a $100 security hold and received a rather dingy/smelly nissan sentra.

I was in a rush to get to my doctors appointment, so I got on my way.

My feedback:
I made the assumption, because I received a loaner every time with Audi unspoken, that I would receive a BMW loaner also. Especially, with a 1month notice of appointment.

The Audi service was well orchestrated, I was greeted warmly and promptly at my car. I was in and out after dropoff within 10 minutes. I received an Audi S4 loaner for the day. I was the 3rd owner of that S4, one that I bought privately. And Audi of SS made me feel like I bought a 2015 off their showroom yesterday.

1st world problems, I know....and this post could be interpreted as self-serving or entitled. But I felt that my service experience was so far off the mark that I had to put it on paper. If my experiences with Audi was a 9 out of 10. This experience was a 3 or 4.

Apologies for the rant.

[fcman]

While it's not the end of the world, I would not be happy either. Although I will say my first dealer visit I was given an X1 loaner, I think I would rather have had a beat up Sentra. Make sure to make note on your survey.

[Alfisti]

being a bit of a princess TBH, they still had a car for you.

Take a spoon full of concrete and harden the fuck up.

[chillindrdude]

Originally Posted by Alfisti

being a bit of a princess TBH, they still had a car for you.

Take a spoon full of concrete and harden the fuck up.

Comments like yours are laughable.

When you've done high level mountain bike downhill and dirt bike enduro racing, volunteer for duty in austere environments, please get the fuck back to me.

I guess we shouldn't expect exemplary service with our $80K+ cars? Even when it's touted in their marketing?

[Alfisti]

You can't let the attitude bother you, so long as they know what they are doing. And yeah they should have a better car, i'd just make sure they know about it next time you book.

I tend to find the whole 'service' aspect a bit of a joke, no one ever really delivers.

[davis449]

I actually understand this frustration. Just happened to me with my horrid BMW dealer here. Hell, they broke my drivers side headlight support while trying to fix my hood (a warranty issue that they refuse to fix correctly by replacing the hood cable in the 1st place) and are in the process of trying to play "Let's Make a Deal" with me over parts and labor for something they broke. I used to just shrug off poor service, but the more and more I think about it, the service is a big part of what you pay for from a premium manufacturer and I'm starting to excuse MB, Audi, and BMW (I've owned all three marques) less and less for their poor service across the board (I know, there are some good dealers out there). Lexus is the only manufacturer out there living up to the the service they sell with the car, so I don't wanna hear excuses anymore. And, OP, they did the same thing to me. I booked a month in advance, requested a loaner car, and wound up having to choose from two filthy Enterprise cars (a cleanliness problem I didn't have when dealing this the Enterprises used by the MB and Audi dealer). I was stuck in that dirty Fiesta for a week...it's sad that I am now going to have to drive my car 80 miles to Austin to get decent service.

[DCastaneda]

I had to Uber to work from my local BMW after they promised to have a loaner. This is the least of their missteps, though. THEY LOST MY KEYS, on top of other unacceptable mistakes on their part. Terrible first experience with BMW service.

Need to write a full recap when I have a chance.

[chillindrdude]

Originally Posted by davis449

I actually understand this frustration... I used to just shrug off poor service, but the more and more I think about it, the service is a big part of what you pay for from a premium manufacturer and I'm starting to excuse MB, Audi, and BMW (I've owned all three marques) less and less for their poor service across the board...

my point exactly. all cars are going to require service sooner or later.

i almost would opt for the less capable RC-F if it means consistent exemplar service during my ownership

I wasn't personally insulted, but felt that that even modest expectations weren't met. I called BMW NA customer relations to document. And obviously will be filling out my post service survey appropriately.

[davis449]

Originally Posted by chillindrdude

my point exactly. all cars are going to require service sooner or later.

i almost would opt for the less capable RC-F if it means consistent exemplar service during my ownership

I wasn't personally insulted, but felt that that even modest expectations weren't met. I called BMW NA customer relations to document. And obviously will be filling out my post service survey appropriately.

And, service being a big part of what you're paying for, when you get poor or just terrible service it ruins the experience of owning the car.

[NickyC]

Did you request a loaner at the time you setup the appointment? I've found with BMW, at least where I go, that you need to request it ahead of time. They don't just *have* vehicles there for you if you show up. I know you scheduled ahead of time, but if you didn't request a loaner, they won't have it.

They should have asked you at the time you made the appointment if your required a loaner vehicle, that is certainly on them.

[heckyeahbro69]

Make friends with a technician.

[DanG]

Come on guys, this service was only an oil change. My dealer wouldn't give a loaner for a one hour appointment.

And my dealer is an excellent dealer and always treats me with respect.

[Alfisti]

If it's just an oil change you should be in and out in an hour, max. Just drink the freebie coffee and get some work done via the free wifi.

I also found it comical that they ask me what i drive (X1 is wife's car) and i say Saab, they smell an opportunity and try to upsell me. I tell them there's no 5 series wagon anymore, so they try the 3 series. I'm like, "oh, you are suggesting i spend over $50K on a car that is smaller than the one i drive and only slightly more powerful?" Really?

Just fix freakin' car.

[N55]

Sorry to hear about your experience. It will vary greatly dealer to dealer.

I went to my dealer for my M4 1200 Mile Break In Service about 2 weeks ago. The experience was professional and accommodating.

First, I arrived and pulled my car into the drop off bay. As soon as I opened my door, there was a agent there greeting me at my car. He said "Welcome to our Service area, do you have an appointment with us today?"

Replied, yes, he pulled up my file and escorted me to my Service Advisor's desk. The service advisor greeted me and immediately wanted to go check out my car. He seen my Mods (CF Spoiler, CF Splitters) we was throughly impressed and went on and called about half a dozen of his colleagues over. They were all checking out the car and making comments, congratulating me and etc...

We went back in, explained to me what was going to be done, and how long it would take. He also asked me if I wanted them to wash the car, I declined. He said he'd at least vacuum the carpets for me.

He took me to the loaner car desk and, on the way to the loaner desk, he asked me if I would like to help myself to their free starbucks coffee machine, cold drinks, snacks etc in the lounge), The loaner clerk greeted me and made comments on my car. "I love that color! I seen when you took delivery of it.". She was very professional and offered me a few choices on which loaner car I wanted. Unfortunately there was only a 320i and a X1 left. I told her the 320i and she said she feels bad that she has to give me the 320i since i'm coming from a M4. I told her no big deal, I appreciate the loaner car, and would only have it for a few hours.

She still felt bad, so she gave me her business card and said, please call me in advance next time you are coming in and we can reserve you a better model loaner car. She went on and said, we have 5 series, 4 series, i3, etc etc.

[davis449]

Originally Posted by DanG

Come on guys, this service was only an oil change. My dealer wouldn't give a loaner for a one hour appointment.

And my dealer is an excellent dealer and always treats me with respect.

I see your point, too, here. I agree. I just related my experience in which I believe there was no excuse. Good thing for you your dealer does oil changes in an hour...my dealer takes all day for a service, you'd be lucky to get your car back in the same day for just an oil change at my local dealer.

[N55]

Originally Posted by NickyC

Did you request a loaner at the time you setup the appointment? I've found with BMW, at least where I go, that you need to request it ahead of time. They don't just *have* vehicles there for you if you show up. I know you scheduled ahead of time, but if you didn't request a loaner, they won't have it.

They should have asked you at the time you made the appointment if your required a loaner vehicle, that is certainly on them.

Agreed! The loaner vehicle needs to be requested ahead of time. Sometimes they are backed up on their loaner vehicle appointments, and may not be able to get your scheduled for 3-5 weeks. Most of the time they can get you in earlier without a loaner car.

I was shocked when I asked my dealer how many loaner cars they have in their fleet and they said 95!

[kyleb350]

Originally Posted by davis449

I see your point, too, here. I agree. I just related my experience in which I believe there was no excuse. Good thing for you your dealer does oil changes in an hour...my dealer takes all day for a service, you'd be lucky to get your car back in the same day for just an oil change at my local dealer.

You figure it would be more cost effective for dealerships to do oil changes quickly and not have to send people off in loaners for the day.

[davis449]

Originally Posted by kyleb350

You figure it would be more cost effective for dealerships to do oil changes quickly and not have to send people off in loaners for the day.

LOL! Did you read my posts???? Who said they give these people a loner car for the day! HAHAHAHAHAHAHAHAHAHAHA!

[bunnysloper]

It really depends on the dealership you go to. I have been to 2 and they were day and night difference in service. Also, who you have as an SA also make a difference.

[Sassicaia]

I always book my service asking the question "when I can book and be assured a BMW loaner". It typically means I wait a bit longer, but if I call in advance then its not an issue at all. Its only when you dont request one that you get stuck in a NA rental.

[chillindrdude]

the 1200 mile break-in service, just as a reminder, isn't "just" an oil change.

as per service manual:
-engine oil flush and exchange
-differential oil flush and exchange
-engine oil filter replacement
-oil pan and differential screw and gasket replacement
-enable launch control
-general mechanical inspection

probably 1-2hrs of labor. and I don't make the assumption that my car will go up on the lift shortly after dropoff.

Although I do occasionally ask for a loaner, I did make the assumption (perhaps erroneously in this instance) that this service is long enough to warrant one. I will make sure I ask for one every time if I don't care to wait.

However, the other aspects of service during my experience were also less than satisfactory.

[TheAcAvenger]

The OP isn't being a diva. Not buying a mainstream car usually entitles you to some sort of perks. Honestly, BMW service is the worst i've ever had on a regular basis, and it's not dealership specific. I've lived in 3 different regions and they've always been terrible. For reference, my other car is a Acura, my closest dealer is about 50 miles from where the OP lives. The dealership is open until 11, they always take walk-ins, they always have loaners. Brought my car in on a tuesday night, with 199,000 miles on it, for regular maintenance. They treated me like royalty even though I didn't even buy the car from them, put me in a a 2015 TLX tech package with 2000 miles on it. Similar experiences when I had an S5.

Cliffs notes: BMW service blows. Get used to it. Just hope they don't screw up your car while they have it.

Edit: Come to think of it. I did once have an experience when the Audi dealer ran out of loaners. They gave me a dealer demo car instead.