[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.

[catchm3ifyoucann]

We all have bad days and sometimes take it out on someone who had no part in the situation occurring. With that said his responses didn't seem to help the situation nor did his responses seem to care about his customer. At least you recognized your mistake and I applaud you for trying to mend the situation.

I hope your m4's problem isn't anything serious.

[GrussGott]

Originally Posted by mapexvenus

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.

Fuck that, you're the customer asking a fair question - if they give you a shit answer they should expect a shit response.

That said, if they're your only option for service then in that case you'll want to line up a few whores for him.

[hanszilla]

Originally Posted by GrussGott

I want you as a customer. My 2 cents would be fuck that, you're the customer asking a fair question - if they give you a shit answer they should expect a shit response. that said, if they're your only option for service then in that case you'll want to line up a few whores for him.

What he said.

Even though you snapped at him, maybe it was due to his response that set it off. With that said though, you are the more mature one here by owning up to it; although if your SA isn't empathetic maybe he doesn't deserve it.

Can you send whores in Oregon?

[myzmak]

Originally Posted by GrussGott

Fuck that, you're the customer asking a fair question - if they give you a shit answer they should expect a shit response.

That said, if they're your only option for service then in that case you'll want to line up a few whores for him.

Just remember, business first then the whores....

http://www.dailymotion.com/video/x36...OOK_OG_HTML5=1

[Kankles]

Originally Posted by hanszilla

What he said.

Even though you snapped at him, maybe it was due to his response that set it off. With that said though, you are the more mature one here by owning up to it; although if your SA isn't empathetic maybe he doesn't deserve it.

Can you send whores in Oregon?

Some in Eugene but you have to help them braid their armpit hair first

[SakhirM4]

Is "later this afternoon" not a legitimate response? I don't get the attitude, especially when you aren't privy to the actual conversation

[ejonsson90]

Originally Posted by mapexvenus

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.

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.

[GrussGott]

Originally Posted by SakhirM4

Is "later this afternoon" not a legitimate response? I don't get the attitude, especially when you aren't privy to the actual conversation

Seems fair to me given this line:

"the SA spoke to me very lethargically and didn't really seem to appreciate the situation I was in"

My expectation of customer service is that you empathize with the customer - in this case that would mean understanding a customer has had their car malfunction, been waiting around for pick-up / transit, etc and are now sitting in front of me wanting to know when they can expect life back to normal.

The service person should've known that and made an effort to provide details, e.g. "We've got it up on lift now and we're also running diagnostics - I expect to have a diagnosis in 30-45 minutes and then I'll have an idea of how long it'll take to fix so you can expect to hear from me in an hour or less"

If I were managing that team "later this afternoon" would never be a good answer ever.

[damnitBobby]

lol i wouldn't buy him sh*t

never trust any anyone working for a dealership

[FC4]

What is the SA's name? I want to send him something for having to deal with people like you.

[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.

[RobbyMack]

Unwanted stress does funny things to folks. I am sure your SA has seen worse reactions. There is some shared blame here as the SA should have realized your stress and offered a better answer to help put you at ease, but I think you're right to feel that you could have handled yourself better. That being said no need to buy the guy/gal a gift. Man up, apologize, and move on.

[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.

[mrmoua2u]

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.

Or to scratch his ass and rub it on your seat.

BTW, hope all goes well.

[Never Convicted]

You BMW guys are dicks.

[KevinGS]

Originally Posted by Never Convicted

You BMW guys are dicks.

Since my penis is over 50% of my body weight, I guess you could call me that. But I can't vouch for the rest of the forum....





LOL

[ilya335]

I take care of my SA and he takes care of me.

I used to buy him a bottle of scotch every Holiday until he finally told me he was a recovering alcoholic . Switched to cookies/cakes after that.

On a different note, once a SA flat out lied to me and said he personally checked that the issue was resolved when it was not. I simply never worked with him again.

Also, is it really that hard to pickup the phone and give a concerned customer a call back? Even if it is to say that they are working on it and they have not determined the issue.

[Flacht3]

My SA called me three times in one day to give me updates on a damaged wheel and bumper...that's the level of service I'd expect...and thats for a WHEEL, let alone a brand new car. If he was apathetic to your new car stalling then I would give your behavior a pass and not worry about it. Just make sure you end things amicably if you have to deal with this SA for all future services etc. I plan on getting a beer with mine when my repairs are all done.

[nicknaz]

Originally Posted by ilya335

I take care of my SA and he takes care of me.

I used to buy him a bottle of scotch every Holiday until he finally told me he was a recovering alcoholic . Switched to cookies/cakes after that.

On a different note, once a SA flat out lied to me and said he personally checked that the issue was resolved when it was not. I simply never worked with him again.

Also, is it really that hard to pickup the phone and give a concerned customer a call back? Even if it is to say that they are working on it and they have not determined the issue.

When I find a great SA, I go out of my way to be nice and show appreciation.

But some SA are really bad. I recently had some OEM RFT installed on my wife's car and the words "inside" and "outside" were on the tire to denote how they should be installed. I pointed out that the tire was installed wrong and he said "I have to check with my boss to see if that's an issue"

EDIT: OP. I'd just apologize in person and explain how you felt and leave it at that. If that's your perception of that person's customer service orientation, it probably won't be a long term relationship for you anyway

[MSportDC]

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...

Doesn't matter if it's a 280k Ferrari, cars are complex machines with mechanical variables. Not your SA's fault, treat him/her better if you're expected to be treated as such.

Good luck mate.

[GrussGott]

Some of these replies show me why customer service sucks ass - many people don't expect anything for their money.

Dudes, the SA ain't your buddy, he's an employee you're PAYING to serve you.

wow.