[The Automotive Enthusiast]

The first thing a good SA or CA should do is hand you his/her business card.

[pz619]

I mean I get it. I think in this case it's all about delivery.

1. I'm sorry, but later this afternoon doesn't work for me. I'm disappointed, could you give me a more precise answer. (You owe nothing)

2. What the shit with this afternoon BS? Give me a real answer that doesn't literally span 6 hours. Your response is bad and you should feel bad! (You probably owe an apology)

If scenario 2 was used, you probably should apologize. But at the end of the day it's all how you feel.

[mapexvenus]

Originally Posted by pz619

I mean I get it. I think in this case it's all about delivery.

1. I'm sorry, but later this afternoon doesn't work for me. I'm disappointed, could you give me a more precise answer. (You owe nothing)

2. What the shit with this afternoon BS? Give me a real answer that doesn't literally span 6 hours. Your response is bad and you should feel bad! (You probably owe an apology)

If scenario 2 was used, you probably should apologize. But at the end of the day it's all how you feel.

It was neither 1 or 2. It was this: "That sounds like a boilerplate response. I need something more specific."

[mapexvenus]

Originally Posted by Mo@BMWofFairfax

The first thing a good SA or CA should do is hand you his/her business card.

Never happened. Everytime I try and reach him, it goes to the receptionist and when she transfers to him, he never answers. I did that 7 times yesterday. No return calls when I left a VM either.

Anyway, my car is with the dealership that installed the Dinan now and that SA seems easier to work with. I only need to meet SA1 to take delivery and return my loaner.

[F30inthe6ix]

Originally Posted by mapexvenus

So this happened: http://f80.bimmerpost.com/forums/sho....php?t=1293501

I was frustrated with the fact that my $80k+ car stalled, then at BMW Assist for keeping me on hold for 20 minutes and then roadside assistance.

Anyway, I made it to the dealership and the SA spoke to me very lethargically and didn't really seem to appreciate the situation I was in. Every time I asked him about when I would hear back, he said 'later this afternoon'. I snapped and told him that I didn't want his boilerplate responses.

Now, about an hour later, I feel bad. I have been trying to call him and apologize but he's been unavailable. Maybe I'll buy him a $25 gift card to something. My car breaking down was not his fault.

Your course of actions seem reasonable. Don't eat yourself up over it.

Try and express yourself more thoroughly next time you speak with him and let him know that you were slightly on edge given that your car had just broken down and you were worried about how the situation was being handled (which by the way, is not unreasonable at all). I'm sure he will appreciate it.

Regardless, hopefully your car gets fixed up and comes back as good as new!

[pz619]

Originally Posted by mapexvenus

It was neither 1 or 2. It was this: "That sounds like a boilerplate response. I need something more specific."

I think you're fine personally. I don't know how sensitive your SA is, but that sounds like an OK to response to me.

[IndotagSwizz]

my first SA was an idiot who clearly just showed up to work to do the minimum tho I didn't noticed for the first couple of services because I was new to the brand, once I realized I made my next appointment with a different SA.....what a difference this guy is awesome! If I drop off my car for service I always get at least a call a day for updates and after going over 50k and being without warranty he got my car fixed for free still 3 times already, new water pump first time, new thermostat second time and the third time at 58k miles replaced my battery for free as well. Treat your favorite SA with respect and they will take care of you when you need it the most and by the way I never bought him anything until those 3 times I was out of warranty and even those times I brought him just a bottle of wine.

[Draper]

I don't envy my SA's job. He's in the office 10-12 hours a day, and probably handles 20-30 clients a day...all of whom are on the edge of being pissed about something if their car isn't ready on time.

He's always been awesome to me, and if I have my car at the dealer around the holidays I absolutely go out of my way to get him something. It's usually cigars, since alcohol is risky if you don't know someone's past history. He still mentions it every time I'm there, and I don't have to worry about anyone farting in my car.

[CaboM4]

Originally Posted by drexplode

I second buying the guy lunch or a gift card. You never want to burn a bridge.

I backed out of buying a car last minute and felt bad - sent my CA a gift card as a thank you for his effort.

It certainly wont hurt.

Also, try to make contact F2F - be a man if he is local.

wow ... its his job ... i dont get paid extra for doing my job, even when people don't buy things

crazy world we live in here people

[SakhirM4]

Originally Posted by CaboM4

wow ... its his job ... i dont get paid extra for doing my job, even when people don't buy things

crazy world we live in here people

Yeah, it is a crazy (and sad) world we live in when "later this afternoon" is an unacceptable response and offends the customer.

[minn19]

Originally Posted by SakhirM4

Yeah, it is a crazy (and sad) world we live in when "later this afternoon" is an unacceptable response and offends the customer.

You guys seriously can't see how this answer isn't acceptable in this scenario? Most people with cars like these have very busy schedules and everybody at BMW should know this. It isn't minimum wage McDonalds employees buying these cars. At minimum the SA should know his audience and not give such a flippant answer.

Things the SA could've said:

Let me check our schedule and I'll let you know in a minute. Please enjoy a complimentary refreshment in our waiting room and I'll get back to you as quickly as possible.

I'm sorry sir it is extremely busy today and I'll find out and let you know as soon as possible.

Sorry your brand new M car has an issue, I'll find out when I can get it looked at and call you immediately when I know.

Something besides giving the guy the Heisman brush off. They are in the customer service industry and need to act accordingly.

You pretty much have to ax murder somebody at my work to get fired. There are basically two things that will do it though and this is one of them. I work in a service industry and would be fired pretty quickly if I treated customers like this. And I've been there 16 years. It all comes down to how much of a priority it is for each company. And for mine it is one of the highest period as set forth by our owner. Sometimes it really sucks, but the answer is always clear to us. If you don't like it go find a job where you don't have customer interaction.

[minn19]

Oh yeah, be sure to give all 10s on the survey.

[SakhirM4]

Originally Posted by minn19

You guys seriously can't see how this answer isn't acceptable in this scenario? Most people with cars like these have very busy schedules and everybody at BMW should know this. It isn't minimum wage McDonalds employees buying these cars. At minimum the SA should know his audience and not give such a flippant answer.

Things the SA could've said:

Let me check our schedule and I'll let you know in a minute. Please enjoy a complimentary refreshment in our waiting room and I'll get back to you as quickly as possible. (later this afternoon)

I'm sorry sir it is extremely busy today and I'll find out and let you know as soon as possible. (later this afternoon)

Sorry your brand new M car has an issue, I'll find out when I can get it looked at and call you immediately when I know. (later this afternoon)

I disagree, but you have your opinion and I have mine.

[///3dkn]

Originally Posted by FC4

No matter what kind of shitty gift you give him, I'm sure it's too late. He already told the techs to fart in your car.

[Sandow]

Originally Posted by SakhirM4

Yeah, it is a crazy (and sad) world we live in when "later this afternoon" is an unacceptable response and offends the customer.

You have to look at the whole history of his communication with his CA. There's a pattern of him blowing him off, not returning calls, etc. So when he says later this afternoon, that's not acceptable. It's not acceptable anyway, but given the pattern here in this case, he has every right to be pissed.

[hellokitty]

BMW service isn't what I expected it to be...

[G35POPPEDMYCHERRY]

Yall Soft As Hell.

[mapexvenus]

So here is how it all rounded up.

SA 2 called me at 7:30 AM (as promised) to tell me that my car was on its way back to Dealer 1. He thanked me for my patience, asked me if I had any questions and told me I could reach him on his cell phone any time I wanted.

Car arrived at dealer 1 on time. I met SA1 (who this post is about). He handed me my car keys grinned and pointed me to my car in the lot. Didn't walk me to my car, didn't ask me if I had any questions, didn't even know what repairs were done to it - I had to tell him.

Anyway, I am over it.

[CaboM4]

Originally Posted by SakhirM4

Yeah, it is a crazy (and sad) world we live in when "later this afternoon" is an unacceptable response and offends the customer.

no ... i was referring to the cat that said he backed-out of purchasing a vehicle and felt bad, so he bought the CA a gift card .... lol

[hellokitty]

Originally Posted by mapexvenus

So here is how it all rounded up.

SA 2 called me at 7:30 AM (as promised) to tell me that my car was on its way back to Dealer 1. He thanked me for my patience, asked me if I had any questions and told me I could reach him on his cell phone any time I wanted.

Car arrived at dealer 1 on time. I met SA1 (who this post is about). He handed me my car keys grinned and pointed me to my car in the lot. Didn't walk me to my car, didn't ask me if I had any questions, didn't even know what repairs were done to it - I had to tell him.

Anyway, I am over it.

wat was wrong

[nyalpine90]

10/30/17

i do my best to keep my car clean right before dropping the car at service shop.
Yesterday I drop it off to get new tires install, a guy walks around snapping pics, taking tire tread measuremnts..I go sit by my SA..I greet him and do small talk. I get shuttle service back to my office at 730am. Around 11am I get call that the car is almost done, tire mounted and balance and fill with nitrogen. wheel align is next. I get shuttle service back to service shop. As my car is gettin pulled up to me i notice my tow hook license plate is missing. I ask the guy where is my license plate, he say oh its on passenger side. I said to him why is it there..so he reaches over and hands me license plate with bracket broken off. I ask who broke it? he said I dont know..i check the bumper..it was all scratched up. Now im upset that the car was goin to be handed over with broken tow hook and scratched up bumper. My SA ask me to bring car back in, he said i will get it fixed and pay for new tow hook. My SA ask who wash the car.. nobody said anything.

[Mouse]

Originally Posted by ejonsson90

Is this a joke? The guy who is paid to provide you with customer service? You want to buy him a gift because you were unhappy with his service and you let him know?

I appreciate your sympathy but far too often people here forget who the customer is in the owner - SA relationship.

Agreed. I forget that myself sometimes.

Ninja edit: Just realized how old this thread was. Doesn't change how I feel tho. lol